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How do I get rid of malware on my android?

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!

Comments

RushFan2112

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

Snn5

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.

KokomoKarl

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?

Snn5

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.

bneat

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.

bneat

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.

Verizon_Support

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!!

Verizon_Support

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!!

Jb01az

Natasha thank you for your answer and you are correct it solved the problem. The bigger issue for me is day 2 after the reset I pick up something else on the web. it may not be apparent to me for several days that I've highjacked I'm iagain andn I'm in the control of someone neither Verizon or Motorola intended. Yet I pay monthly for phone service to both.

My occupation is lawn Care. I shouldn't have to know this much about malware, just as my clients don't need to know what kinds of weeds grow in a neglected lawn care program.

You earn my subscription fee to make owning a cell phone a worthwhile expense. If the phone company can't figure out a solution soon before this problem gains more traction in the media. Using a cell to search the web will be like calling someone today that isn't expecting your call. It's useless. I don't answer my phone anymore because telemarketers destroyed our faith in the phone companies ability to do anything about it.

Hope y'all figure something out soon because I remember a day I didn't have to pay extra for some piece of mind I haven't been highjack and sent somewhere you didn't intend.

Verizon_Support

Jb01az, these days it seems like none of us can be too secure. There is always another looking to find a way to interfere in our daily lives and gather our information. Please know that we do hear you and we absolutely are taking steps to assist with that security. Check out the for Digital Secure at https://www.verizonwireless.com/support/digital-secure-faqs/. LorenB_VZW 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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