If the user's personal files are stored on an internal HDD, you can just unplug that drive from the motherboard, run the Windows Refresh and when you're sure the malware is gone, you can reconnect the HDD, assuming the malware isn't hiding on the HDD. You could try installing Malwarebytes and/or SuperAntiSpyware (both free) on this PC and see if they will run and remove malware. How did you create the bootable USB stick? Are you using Rufus like Norton recommends in their vid to create the disk with their ISO file on it? How is the USB stick formatted? It should be FAT32 format, and probably not bigger than 16 GB. After selecting the USB boot option on F12 menu PC doesn't boot?.USB boot option not offered on F12 menu?. I've never tried to boot from a Norton USB stick, but I have booted my XPS 8930 using a Macrium Reflect USB stick to recover an image of the SSD from an external USB drive, so USB booting is doable.Įxplain what happens when you try to boot from USB: Did you also check the Boot Option Priorities list in BIOS to see if there's a setting to support USB booting? But you will have to reinstall all other apps, eg Microsoft Office, browsers (other than Edge), games - I have Legacy Option ROM enabled and Secure Boot disabled in BIOS on my XPS 8930, and I assume you made/saved those changes on this PC. Refresh also keeps apps that came with the PC and the apps installed from the Microsoft Store. This will reinstall Windows, keeping personal files and settings. Worse/worse, just Refresh Win 10 from the image on the boot drive. If you still can't get it to work and/or you want to check with additional resources, you may want to try another (USB-based) portable removal tool . Keep in mind there's no guarantee Norton or any other anti-viral app will remove all malware. And with PC fully powered off, plug the USB stick in and follow what I said in previous paragraph. The PC will reboot automatically back to the desktop. If the F12 menu doesn't offer the USB boot option, you may have to go into BIOS setup and enable Legacy ROM support and disable Secure Boot. That should open the F12 boot menu where you should select "boot from USB". Then power PC on and immediately start tapping F12. Plug that USB stick into the PC with the power completely off. You don't want to change boot options in BIOS.
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