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When your device boots up, and you open Chrome, it’s going to ask if you want to restore Chrome.

For all other Chromebook models, press the Refresh + Power buttons.

For the CR-48, or the Acer C700 remove, and reinsert the battery.

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For the Samsung Series 5, and Samsung Series 5 550, insert a pin into the tiny hole on the bottom of the device to press the reset button.

For a Chromebox, or Chromebase, simply remove and reinsert the power cable.

We’re going to do what’s called a Hard Reset: This one is even easier to fix than a malicious extension!

Click on the blue “Speak to an Agent” button.ĭuring the call, the agent will hear you but not be able to see you.

Click on the blue “Questions? Contact Us (beta)” button in the bottom left of the window that pops up.

If you did turn sync off, and the problem still exists you should contact a Chrome Agent for further assistance. If the problem didn’t go away after the reset, double check that you turned sync off. If you’re having a hard time isolating the problem on your Windows machine, this tool might help. Then make sure to remove that extension from Chrome on ALL your devices before going back into settings and turning sync back on. You can re-enable your extensions one-by-one until the issue returns, which will tell you which extension was causing your issue.

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Keep in mind the issue still exists on your Windows and/or Mac machine, but more on that later. All the good ones, as well as the one that’s been causing you troubles. (To skip to the Browser Hijack solution, click here)Īt this point, your problem will most likely have disappeared because you’ve disabled ALL of your extensions on your Chromebook.

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I’ll tell you how to get rid of a Malicious Extension, and after that I’ll tell you how to get out of a Malware, or “browser hijack” situation. This scam is commonly referred to as a “Browser Hijack”. DO NOT call the number, DO NOT pay the money. You should never have to pay money to continue using your Chromebook. It locks the browser and usually tries to convince you that in order to continue using your computer, you need to pay money. Sometimes users visit a website that has malware. Really, you are getting rid of it when you do the browser reset, it’s just that it keeps coming back once it syncs with your other computer. It keeps coming back because it was never removed from the Windows or Mac machine, and it keeps re-syncing the extension from the Windows/Mac machine to the Chromebook every time the Chromebook boots up and connects to the internet. The reason people often confuse this with a virus, is because the user will usually do a browser reset, or even a Powerwash in an attempt to rid themselves of the “virus” and the problem just keeps coming back.

Then the malicious extension syncs to their Chrome browser on their Chromebook.

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Often times what happens is a user will download and install something on their Windows or Mac machine that quietly adds a malicious extension to your Chrome browser.

Sometimes the malicious extension doesn’t even originate from your Chromebook. It might affect the performance of other extensions. It might make your Chromebook operate really slowly, or cause random annoying bugs. Sometimes it’s crappy right away, sometimes it breaks after an update. Unfortunately, some of them are just plain crappy. There are many many useful extensions available in the Chrome Web Store. I’ll briefly explain what a Malicious Extension looks like, and what Malware is, then I’ll tell you how to get rid of them.

So at this point I think I’ve made it pretty clear that you don’t actually have a virus on your Chromebook, but even so, it is possible for your Chromebook to be affected by malware or malicious extensions, which sometimes feel like a virus. Now that you’ve taken the necessary precautions, let’s talk about your “virus”.