Chuck Hemard

Q: Chrome browser adware / malware?  cannot close window

Hi,
I'm trying to help my mother remotely troubleshoot.  She has a Mac Mini running El Capitan 10.11  and she seems to have some sort of malicious infection?

I'm attaching a pic of her Chrome browser window - she cannot close Chrome and if she does a reboot it just comes back to the same window. 

We did download and run Avast Free Mac Security (oops - probably should have checked here first).  The scan did not fix the issue.

Should we reset the router?  Any help appreciated!

 

IMG_9778.jpeg

Posted on Jun 8, 2016 5:05 PM

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Q: Chrome browser adware / malware?  cannot close window

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  • by Johnathan Burger,

    Johnathan Burger Johnathan Burger Jun 8, 2016 8:19 PM in response to Chuck Hemard
    Level 6 (16,099 points)
    Jun 8, 2016 8:19 PM in response to Chuck Hemard

    No malware has been installed or downloaded.

    That is merely a Javascript in the browser designed to fool people into calling a phone number and give criminals access to your computer so they can steal money.

    Force quit chrome.

    Restart it by holding shift and clicking the chrome icon.

    Clear cookies and browser cache.

  • by John Galt,Solvedanswer

    John Galt John Galt Jun 8, 2016 8:18 PM in response to Chuck Hemard
    Level 8 (48,595 points)
    Mac OS X
    Jun 8, 2016 8:18 PM in response to Chuck Hemard

    Please read Phony "tech support" / "ransomware" popups and web pages for a description of, and the solution to, this common scam. Have your mother read it as well, as well as forward it to anyone else she cares about. Although it is written specifically for Safari, its instructions are easily adapted to other browsers.

     

    We did download and run Avast Free Mac Security...


    Use Avast's uninstaller, which will remove it completely. Use no other technique, utility, or procedure. "Avast" is arguably malware in itself. Don't use such things on a Mac.

     

    Should we reset the router?


    There is no harm in doing so, but it is not necessary unless the problem is similarly affecting all the devices on that LAN.