I'm sorry about the issue. Does your HP Pavilion laptop have Windows xp, vista, or 7 or 8 or 10?
Are you currently able to use the laptop or go to the internet on the laptop or not?
What happens when you go to Safe Mode?
Please let me know. Thank you.
Does the virus occur when you open the Internet? Or does it occur when you turn on the computer? etc.?
Are you able to use any other program fine?
What's your internet / browser program, such as Internet Explorer, Firefox, Chrome, etc.?
Have you tried this: Press at the same time the two keys Windows and R on the keyboard, then type rstrui then click OK, then click on Next, then select the box Show more restore points at bottom, then restore the computer to any date before this issue first occur, and check. Please let me know. Thank you.
OK. Please try the following:
Swipe in from the right edge of the screen, tap Settings, and then tap Change PC settings.(If you're using a mouse, point to the upper-right corner of the screen, move the mouse pointer down, click Settings, and then click Change PC settings.)
Tap or click Update and recovery, and then tap or click Recovery.
Under Refresh your PC without affecting your files, tap or click Get started.
Follow the instructions on the screen.
OK, please take your time. Thank you.
Sorry, please shut down hp laptop, then turn on, then keep tapping key F11 on keyboard, then select option Troubleshoot, then Reset your PC and continue.
If needed, try option Recovery Manager -> System Recovery.
Yes, did you see my last reply: Shut down hp laptop, then turn on, then keep tapping key F11 on keyboard, then select option Troubleshoot, then Reset your PC and continue.
Please let me know. Thank you.
Don't try System Restore / don't try restore point. Did you try the method with key F11?
1. Shut down laptop.
2. Turn on laptop, then right away, keep pressing and releasing the key F11 quickly and repeatedly on the laptop's keyboard.
3. Do you see anything different?
, then you should get a menu.
3. Select option Troubleshoot.
4. Select option Recovery Manager (if it does not work, try option Refresh your PC).
5. Select option System Recovery, and continue.
Is the reset / recovery process running?
OK, please let me know how it goes later. Thank you.
Note: System restore is different than System recovery or Refresh your PC or Reset your PC, etc.? What option did you choose exactly? Please let me know. Thank you.
Does it show the percentage or progress? Thanks
But refreshing / resetting the computer could take one or two hours, thank you.
You're welcome. Please keep me updated later. Thank you.
1. When you tried the key F11 method, did you try the option called System Recovery and/or option called Reset your PC?
2. If that does not work, did you upgrade to Windows 10 at the website below:
; if the upgrade option there does not work, then scroll down at the above website, then click on the option Download tool now and use that to install Windows 10.
I'm sorry, it is strange; virus should be removed as resetting would make the computer fresh. When / where do you see the virus? i.e., when you turn on the computer? or when you open the Internet or a particular program, etc.?
Did you try the option Download tool now at the website below, then do a fresh installation of Windows 10 (not the upgrade option)?
When you tried the option "Download tool now", did you use the USB flash drive or burn to a blank DVD disk and then boot it?
See instructions how to boot from USB flash drive or dvd recovery disks at
You're welcome. OK. Happy holidays! Thank you.