Remove viruses and malware from a Windows 10 computer


  • To provide instruction on running a virus and malware scan on a Windows 10 computer


  • 10684: DHCP
  • Personally Owned Computer
  • Windows 10


  • From a virus-free Windows computer with the same version of Windows you have installed, follow this link to download the latest version of Microsoft's Malicious Software Removal Tool
    • Download the Malicious Software Removal Tool to a portable flash drive
    • Note: File name will begin with "Windows-KB890830-" with the version noted in the name.
  • Disconnect your infected computer from the network and do not use it again until you have finished this process
  • Enter Safe Mode and delete temporary files
    1. Click the Start button and press the Power button
      • Do not click anything
    2. Holding the Shift key, click Reboot
    3. In the full-screen menu, select Troubleshooting, then Advanced Options, and then Startup Settings
    4. In the next window, click the Restart button and wait for the next screen
    5. From the Startup Options menu, select option 4 (Safe Mode)
      • If you want to connect to online scanners, select option 5 (Safe Mode with Networking)
    6. To delete temporary files, type Disk Cleanup in the search bar and follow the prompts
  • Scan for viruses and malware
    1. Copy the Malicious Software Removal Tool file to your infected computer from your portable flash drive
    2. Double click on the file to run the tool and follow the prompts to install the program
    3. Click Next on the first screen.
    4. Select Full scan on the next screen, then click Next.
    5. Review the results of the scan
    6. Click Remove Selected button in the lower left screen to remove infections
      • Restart your computer, if Malwarebytes prompts you to restart in order to complete the removal process
    7. Run a full-scan of your computer with your current antivirus program
    8. Save the scan logs as proof of removal
      • You must present scan logs as proof of removal so that your access to the network can be restored
    9. Restore your computer connection to the network




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Article ID: 42113
Tue 11/7/17 1:15 PM
Tue 6/2/20 7:55 AM
Can you resolve this issue yourself?
Yes! This is self-service with a smile.