Troubleshooting guide
How to fix the problem
Windows Security > Virus & threat protection > Scan options, select Full scan after updating your protection information. If an entrenched threat is suspected, an offline scan by Microsoft Defender is available: save your work, take care of the BitLocker recovery key, because the computer will be rebooted. Check the result in the protection history; scanning alone does not guarantee detection of all threats.
Possible solutions
Choose the method that matches your situation. Start with the simplest suitable option and check the result. If the problem is fixed, you do not need to continue with the other methods.
Full antivirus scan
After updating the security information, select Full scan in Windows security.
Steps to follow
- Type "Windows security" in the Start search and open a real system program, not an ad window.
- Select "Virus and threat protection" and check for security updates.
- Click Scan Options > Full Scan > Scan Now.
- Wait for the end and view the Protection history. If the protection is managed by another antivirus, use its official full scan function.
Defender offline scan
If you suspect an entrenched threat, use an offline scan after saving your work and the BitLocker key.
Steps to follow
- Save the documents and get the BitLocker recovery key if the drive is encrypted.
- Open Windows Security > Virus & threat protection > Scan options.
- Select Microsoft Defender Offline Scan and confirm to start. The computer will reboot.
- Let the test finish; when you return, view the results in the Protection history. This is not a guarantee of the absence of all threats.
If the problem persists
Before the offline scan, save your work and get the BitLocker recovery key. If the threat returns, change the passwords of the associated accounts from a trusted device and ask for a more detailed investigation.
Request a repair