Steve is having trouble with Google Chrome and Microsoft Edge. After about 2 minutes, both apps crash. Leo says that it could be malware infecting his browsers. But more likely there's a render driver that both browsers use which is causing the crash when he visits certain websites. Leo recommends doing a thorough scan using Windows Defender, and he should also run the Microsoft Malicious Software Removal Tool from the command line. To get to that, he can press the Windows Key and type MRT. Leo also suspects that Java is broken.
Kevin is having issues with his files and folders disappearing in Windows 10. Leo says that obviously that's not supposed to happen. It's easy to accidentally drag a file or folder somewhere without knowing it. He should use the search feature to try and find it again. He should also look in the trash can. If he can't find it there, then it could be a failing hard drive or malware. Some malware will do this. He can run a scan on his computer by pressing Windows Key + CMD and type "MRT" for the malicious software removal tool. Then he should run a full scan.
Rick has a free file viewer, and it's asking to update the HTML. Leo says don't trust that. HTML is the language of the web and the browser reads it. He doesn't need a special "update" to view it. The first thing Rick needs to do is run Microsoft's Malicious Software Removal Tool. He can do this by pressing Windows Key + R, then typing "MRT" and hitting enter. He should do the full scan.
Nicki saw an .exe file she didn't recognize in her system tray. Leo says that system trays hold icons of programs that are running and if she hovers over them, she should get some information. It could also be an error. It's causing security issues and Windows won't load her antivirus. It could be an infection, so she should update her antivirus or use Microsoft's Malicious Software Removal Tool.
Don runs Windows 7 on his laptop, and was running Avast AVS which found a "Dropper GEN" virus. Leo says it's a nasty trojan virus. It's a dropper package which goes out and gets more malware. So if it's a true dropper, Don has problems. Don should try running a second screening using Microsoft's Malicious Software Removal Tool (Start-Run-MRT.exe-Enter). He could also try Eset's online antivirus screener as well, and Eset has a removal tool that also removes itself when it's done. Don tried running Kaspersky and it didn't' see it. Leo says that could mean it's a false positive.
Glen got a popup saying his computer has become encrypted, and he keeps getting popups saying it's been infected with adware. Leo says it's bogus and isn't the CryptoLocker encyption scam. It's just a scam trying to get him to call to give them his credit card and remote access control to his PC.
Mike was having trouble with his hard drive. First he ran his malicious software removal tool and after 36 hours, he found one threat and nothing else. Then he ran SpinRite to clean things up. Leo says that's a sound strategy, as long as he remembers to backup his data.
Mike also is having issues with his dry loop DSL. When he contacted his company, they came out right away, which was very refreshing. Leo says that most smaller companies use customer service as a feature, while larger companies simply don't care.
Chris' computer is really slow. Leo says that could likely be malware that's causing the computer to devote its time to things he doesn't know about. He advises scanning the computer with the Microsoft Malicious Software Removal Tool and his AntiVirus software. It could also indicate that the hard drive is starting to fail.
Leo suggests reinstalling Windows and starting over. He should backup his data, reinstall Windows and then update it. He'll have a computer that runs a lot faster.