Hijacked Computer: What to Do If It’s Hacked or Infected (FTC Video Guide)

Your computer is suddenly slow, opens pages you didn’t click, or is covered in pop-ups. It may be hacked or infected with malware. This FTC video walks through what to do, in order. Our guide adds a checklist and explains how to avoid a common trap: fake security software that is itself malware.

From the Federal Trade Commission (FTC) · Part of our Online Safety Video Library

What the video shows

The video lists the warning signs: a computer that won’t turn on or off, runs slowly, opens pages you didn’t click, or shows constant pop-ups. It advises stopping online shopping, banking, and anything that involves passwords until the computer is cleaned.

Next, update or install security software from a reputable company, checking reviews from another device because scammers sell fake security tools. Delete anything it flags and restart. If problems continue, contact the manufacturer’s tech support. Once things are back to normal, change passwords for important accounts and turn on automatic updates.

Key takeaways

• Stop banking, shopping, and logging in on a computer you think is infected.
• Use security software from a well-known company, and research it on another device first.
• Pop-ups that sell “virus removal” are often scams themselves.
• Change important passwords only after the computer is clean.
• Automatic updates help prevent it from happening again.

Clean-up checklist

1. Disconnect from the internet if the computer is behaving very strangely.
2. Update your existing security software, or install a reputable program you researched on another device.
3. Run a full scan, delete what it finds, and restart.
4. If problems continue, contact the computer maker or a trusted local repair shop, not a number from a pop-up.
5. From the clean computer (or another trusted device), change passwords for email, banking, and other key accounts, and turn on two-step sign-in.
6. Turn on automatic updates for the operating system and browser.

How computers get hijacked

• Clicking links or attachments in phishing emails and texts
• Downloading “free” software, games, or movies from unofficial sites
• Fake update or virus warnings in a web browser
• Old software that is missing security updates
• Giving a stranger remote access during a tech support scam

Common questions

A pop-up says my computer is infected and gives a phone number. Should I call?

No. That is a tech support scam. Close the browser and run your own security software instead.

Do I need paid antivirus software?

Many computers include free, built-in protection that works well when kept up to date. If you buy extra software, choose a well-known company and buy it from the official website.

Should I wipe the computer?

If scans can’t fix the problem, resetting the computer to factory settings can help. Back up your personal files first, and scan them before restoring.

Related guides

• Phishing, Malware, and Ransomware: What’s the Difference?
• How to Avoid a Tech Support Scam (Video Guide)
• Back It Up: Protect Your Digital Life (Video Guide)
• What Is a Software Vulnerability, and Why Do Updates Matter?

About this video

This video was produced by the Federal Trade Commission (FTC), a U.S. government agency, and plays from the agency’s own channel. Juggling Chaos wrote this summary and guide; we are not affiliated with or endorsed by the agency. Some details on screen, such as phone models or web addresses, may look dated, but the advice still applies. Checked October 7, 2026.

Read the FTC’s guide Malware: How to Protect Against, Detect, and Remove It.