TROUBLESHOOTING · STEP BY STEP · WINDOWS 10 & 11

Virus & malware removal

Q: How do I know if my laptop has a virus?

Slowness, pop-ups, unfamiliar programs, high CPU, browser redirects.

Q: Can Windows Security remove all viruses?

Most common ones. Safety Scanner for persistent threats.

Q: Will Safe Mode delete my files?

No. Files are untouched in Safe Mode.

Q: Do CLS laptops come with antivirus?

Windows Security included with Windows 11 Pro.

Q: Is the data wiped before CLS sells a refurbished laptop?

Yes. NIST 800-88 wipe. Most get new SSDs.

Q: Will a factory reset definitely remove the virus?

Almost always yes. Erases everything and reinstalls Windows.

Q: What warranty does my CLS laptop have?

12-month hardware. Malware is software but CLS can help.

If you suspect your laptop has a virus or malware, you can remove most infections using tools built into Windows. Disconnect from the internet first, then boot into Safe Mode and run a full scan. For severe infections, a factory reset is the most reliable solution.

Plain language8 steps12-month warranty

STEP-BY-STEP

Follow these steps in order.

Most problems are resolved within the first few steps. Work through them one at a time.

Step 1

Disconnect from the internet. Turn off WiFi and unplug any Ethernet cable. This prevents the malware from spreading, communicating with external servers, or downloading more threats.

StepDO FIRST

STEP 1 of 8

Step 2

Boot into Safe Mode. Hold Shift while clicking Restart. Go to Troubleshoot → Advanced options → Startup Settings → Restart → Press 4 for Safe Mode. Safe Mode loads only essential Windows services.

Step

STEP 2 of 8

Step 3

Run Windows Security full scan. In Safe Mode: Windows Security → Virus & threat protection → Scan options → Full scan → Scan now. Let it complete fully — this can take 30–60 minutes.

Step

STEP 3 of 8

Step 4

Remove detected threats. Windows Security will list anything it finds. Select “Remove” for each threat. If it can’t remove something, note the name for later.

Step

STEP 4 of 8

Step 5

Run Microsoft Safety Scanner. Download from microsoft.com/security (on a clean device if needed, transfer via USB). Run a full scan. This catches threats that Windows Security may miss.

Step

STEP 5 of 8

Step 6

Delete temporary files. Search “Disk Cleanup” → select C: drive → check Temporary files, Temporary Internet Files, Recycle Bin → Clean up. Malware often hides in temp folders.

Step

STEP 6 of 8

Step 7

Restart normally and re-scan. Restart your laptop normally (not Safe Mode). Run another full Windows Security scan to confirm the infection is cleared. Reconnect to the internet.

Step

STEP 7 of 8

Step 8

Factory reset (if still infected). Settings → System → Recovery → Reset this PC → Remove everything. This erases all data and reinstalls Windows cleanly. Back up important files to USB first if possible.

StepLAST RESORT

STEP 8 of 8

WHEN TO CONTACT CLS

Still not working?

Contact CLS Support

If malware persists after Safe Mode scans and you’re uncomfortable with a factory reset, contact CLS for professional help. Phone 1300 724 968, email [email protected], or visit Unit 25, 16 Loyalty Road, North Rocks NSW 2151 (Mon–Sun 10am–6pm).

Under warranty?

If your device is under CLS warranty, do not attempt to open or repair it yourself. Contact us and we’ll guide you through the assessment process. CLS pays shipping both ways for warranty claims.

CLS SUPPORT

We stand behind every device.

Every refurbished laptop from CLS comes with a 12-month warranty and is backed by our North Rocks, Sydney support team. 210,000+ devices sold since 2011.

Contact support

CLS

FAQ

Questions, answered.

How do I know if my laptop has a virus?

Signs include: sudden slowness, pop-up ads, programs opening by themselves, high CPU usage in Task Manager, unfamiliar programs installed, browser redirects, or Windows Security alerts.

Can Windows Security remove all viruses?

It catches most common malware. For persistent or advanced threats, Microsoft Safety Scanner or a factory reset may be needed.

Will Safe Mode delete my files?

No. Safe Mode is a diagnostic startup mode. Your files are untouched. Only a factory reset deletes data.

Do CLS laptops come with antivirus?

All CLS devices ship with Windows 11 Pro which includes Windows Security (formerly Windows Defender). It provides real-time protection at no extra cost.

Is the data wiped before CLS sells a refurbished laptop?

Yes. NIST 800-88 aligned wipe on every device. Most get brand-new SSDs. No previous owner data remains.

Will a factory reset definitely remove the virus?

In almost all cases, yes. It erases everything and reinstalls Windows from scratch. Back up important files first.

What warranty does my CLS laptop have?

12-month hardware warranty. Note: malware is a software issue and not covered by hardware warranty, but we can still help with diagnosis.

How do I contact CLS?

1300 724 968 or visit North Rocks.

LAST UPDATED · MAY 2026 · CLS TEAM

★ Need help? Call us

Virus & malware removal

Contact CLS Support

Under warranty?

We stand behind every device.

Related