Malicious software alert
A computer using your Shaw Internet connection may have been infected with malicious software (malware) which may compromise your personal information; including bank details, personal and professional email, instant messages and more.
The information provided on this page is for informational purposes only and Shaw does not provide any technical support to repair these issues. Shaw is not in the business of computer repairs/diagnostics.
Remove malware from your computer(s)
- Back up all your data on your computer.
- Remove the malware from your computer. Please be aware that any attempt to remove malware could result in data loss, including:
If you do not have experience removing computer infections, it is strongly advised that you seek assistance from a computer repair professional with rootkit removal experience. If you cannot find a computer professional locally, paid assistance is available remotely from Microsoft by contacting their malware removal team at 1.866.PCSAFETY (1.866.727.2338) or through McAfee’s website.
If you wish to attempt to remove the malware on your own, Microsoft offers a standalone solution that can be used to scan, identify and remove rootkits and other advanced malware. The Microsoft Standalone System Sweeper is available for free. Please be aware that this tool will either need to be burned to a blank CD or DVD or installed to a USB drive with at least 250 MB of space.
- If you have an Apple operating system, check the DNS settings on all of your Apple products. The DNS Changer Working Group (a group of private security professionals, government agencies and internet service providers) have provided a website that may be used to test if your computer is communicating with the rogue DNS servers.Your Apple computer may not have been infected, but a system using your Internet connection has been in contact with malicious servers, so the DNS settings may have been altered, even if you only use Apple.
In no event shall Shaw, its partners, and/or associate companies and its or their licensors and/or suppliers be liable for any damages, expenses and/or losses, including, without limitation, loss of profits, loss of data, consequential, special, incidental or indirect damages of any kind arising out of an infection or virus affecting your computer(s) and/or network or the delivery, performance or the use of suggestions provided, even if Shaw has been advised of the possibility of such damages.
Reset your router
This particular malware is capable of configuring your router to direct traffic to malicious servers, which usually occurs if the default username and password for the administration portal was not changed when the router was installed. To change these settings you need to perform a factory reset on your router. Any other configuration changes that you made to the router will be lost. Once reset, consult your router instruction manual to access the administration portal and change the default username and password.
Additionally, you should ensure that any wireless network is secured and encrypted. Consult the documentation which came with your router and the manufacturer’s website.
For more information about this particular malware, please visit:
How to prevent future malware infections
Unfortunately malware infections are something that you need to consider every time you connect your computer to the Internet. There is no guarantee that your computer will ever be 100% safe from infection, however there is a combination of steps that you can take to help protect against future malware infections.
Modern antivirus solutions do not impede system performance and are unnoticed by even the most demanding users. Antivirus software, while beneficial, is unfortunately not enough to protect your computer against all viruses. You should be familiar with all the software running on your computer(s) so you can quickly determine if an alert message is from your antivirus software or if it is a ploy to get you to install malware.
Antivirus software can only protect a computer against the threats it knows about, so keep your antivirus software up-to-date and renew it when your subscription expires.
Keep your computer(s) up-to-date with system patches provided by the operating system vendor.
If you have Microsoft Windows, configure Windows updates regularly to check and download any published patches by Microsoft. It is recommended that these be installed automatically; you may, however, elect to install the patches on demand if your environment necessitates this. If you have Apple OSX, configure your Software Update to regularly check for updates (weekly or more frequent). It is recommended that these patches are applied promptly.
Most web browsers will keep themselves up-to-date, or are included in the regular updates provided by your operating system. You will still need to take care when selecting plug-ins, add-ons, or extensions for your browsers. Toolbars should be avoided when possible and only plug-ins that you regularly use should be active.
You should be wary about being prompted to install any software by a web page. The best attitude regarding these prompts is to reject any instruction to install software that you have not directly sought. Do not trust links included on content web pages and locate the software manually.
Many applications read or manipulate content obtained from the Internet. These applications are regularly the target of an attack that permits arbitrary code to be run on a computer. Software provided by Adobe, Oracle (e.g. Java), Microsoft, Apple, Google and many others are continually refined and patched to prevent the use of these kinds of exploits. To protect a computer, you should endeavor to keep all applications as current as possible.
Email is one of the most attractive vehicles for spreading an infection. Infections can be included as attachments or provided through external links. The source of an email is easily spoofed (faked), meaning you can’t be absolutely sure the message came from someone you know, and links and attachments are easily altered to disguise the target.
Avoid opening attachments or clicking links in emails that you were not expecting. If unsure, contact the sender to confirm the validity of the message prior to opening.