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How do I get rid of malware on my android?

bneat
Member

I have gotten malware from some site called xtrackapi.com. I believe it came from facebook. I can't get rid of it. I've tried every free app to scan my phone and they all say phone is clean. That's crap. I can't go anywhere on my phone that I'm not redirected to this site that is porn videos and then an app pops up and says phone has 3 virus on it click here to download app to get rid of it. NO.......

I need to know how to get this junk off my phone. The phone is useless to me as long as it's infected. HELP!

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Re: How do I get rid of malware on my android?

RushFan2112
Sr. Member

Sounds like it's time to do a factory reset and hope that virus isn't too deeply embedded.

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Re: How do I get rid of malware on my android?

Snn5
Sr. Leader

While a factory reset is the fastest way, does this redirect happen only in the browser, or does it just pop up from time to time?  You might be able to try another browser or uninstall updates, delete data, remove account from the browser and start over on just the browser itself.

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Re: How do I get rid of malware on my android?

KokomoKarl
Member

I have tried clearing cache, factory reset, and several cleaners and this problem persist.  It happens across multiple browsers and I even had it come up in an app that accesses the internet. 

Any suggestions?

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Re: How do I get rid of malware on my android?

Snn5
Sr. Leader

If you tried a factory reset and the problem persists, then its possible that when your reset you also restored app data and settings.  This would account for the issue you have with the problem persisting.  Disable app restore when you factory reset.

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Re: How do I get rid of malware on my android?

bneat
Member

Verizon did a factory reset,then transferred me to Motorola. I have a Droid Maxx. They did a reset but completely different route than Verizon. Still this crap from Xtrackapi.com still coming up. What I don't get I uncheck, disable auto restore apps but they still automatically start downloading the second the phone begins to boot up from the reset. I can't go anywhere on line  with wifi or by using my data.Whats the point of a smart phone if I can't use it. I read where I'm not the only one with an issue from this particular virus or pop up what ever it is it just takes over when you go online.

Has anyone else had or have this issue and do you guys have any suggestions because Verizon and Motorola doesn't seem to know what they are doing.

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Re: How do I get rid of malware on my android?

bneat
Member

I disabled the auto restore. apps still downloaded right after a reset. I've forced stopped chrome and cleared data. The phone been reset 4 times and 1 of those times thru motorola. they do a different reset but still have issues. i'm at a loss as to what to do. this same thing is on my husbands phone and he has a note 2.

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Re: How do I get rid of malware on my android?

Snn5
Sr. Leader

You may also need to uninstall and or remove information from any other device that has Chrome installed on it.  The sync of personal info and settings is sometimes synced across all Chrome applications.  Just like photos to a cloud, settings and form-fill info, homepage preferences and etc.

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Re: How do I get rid of malware on my android?

Community Manager
Community Manager

Let's get to the bottom of your equipment concerns because I know how upsetting it can be to experience malware difficulties. When did this start? I understand you believe it came from Facebook. Did you set up your Facebook account back to your phone after you performed the hard reset? Do you receive these pop up ads only when accessing certain applications?



Thank You,
MichelleS_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: How do I get rid of malware on my android?

Community Manager
Community Manager

Let's get this problem solved once and for all, bneat. I'm sure getting these pop ups are annoying and you just want them to stop. Let's get started. With android devices, during the factory data reset process, there is the option, Backup and reset>Uncheck Automatic restore>then proceed with factory data reset. If you do the reset without choosing this option, it will simply put back all the apps that you had previously which caused the problem. Give this a try and please keep us posted if you have additional concerns.
NatashaA_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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