Review the affected system
- Browser extensions and changed settings
- Recently installed applications
- Unexpected startup items and prompts
- Account concerns and recovery needs
Describe the changes you noticed
List unfamiliar browser extensions, changed search settings, repeated advertisements or applications you did not expect to install. Note whether the behavior affects one browser, one user or several devices. Recent downloads and installation prompts can provide useful context.
Unwanted software symptoms do not by themselves establish that an account was compromised. Mention unusual account activity separately and follow your business incident procedure where applicable. Avoid entering passwords into unexpected prompts or adding more cleanup tools while an assessment is being arranged.
Before we get started
Record the symptoms and affected devices. Do not share passwords through a general support request.