Problem:

• The phone/tablet automatically sends SMS messages and makes phone calls, while there is a spike in data usage.
• The phone/tablet automatically downloads and installs malicious software, and uploads the user's privacy information.
• A large number of pop-up ads that cannot be closed appear when using an app.
• Data and materials on the phone/tablet are lost without any reason.
• Malicious fee deduction occurs on the phone/tablet.

Cause:

• If you download and install an app from an unauthorised source, the installation package may contain malicious malware. When you install such package, your device will be infected with viruses.
• If you access certain insecure links, your device may automatically download malicious malware on the background.
• If you have rooted your device, the system's security will be compromised and your device will be vulnerable.

Solution:

1. Update the virus library to the latest version, then scan and kill the viruses.
   • EMUI 8.X or earlier: Go to Optimiser > Virus scan > > Manual update, then enable Auto-update and Only update over Wi-Fi to have the virus detection library promptly updated, so as to improve system security.
   • EMUI 9.X and Magic UI 2.X or later: Go to Optimiser > > Online virus scan, then select Wi-Fi only or Wi-Fi and mobile data.
2. If the issue persists, try restoring your device to its factory settings.
   

   ^{Restoring your device to its factory settings will erase all data on your device, including your accounts, system settings and data, and installed apps and their data. To avoid loss of important data, back up your data in advance. Do not back up suspicious apps, so as not to have your device hacked by viruses again after it recovers.}

   Open Settings, search for and touch Reset phone, and follow the onscreen instructions to restore your device to its factory settings.

3. If the issue remains unresolved, the virus may have tampered with the system file. In this case, take your device and proof of purchase to an authorised Huawei Customer Service Centre for troubleshooting.

^Tips:

• ^{It is recommended that you download and install apps from AppGallery, Google Play, or Petal Search to ensure system security, and do not touch unknown links unthinkingly in daily use.}
• ^{Please provide the website link that causes the virus to Huawei after-sales service hotline. Optimiser will add the website to the background for monitoring. When you access the website next time or another user accesses the website on the device, the browser sends a notification to prevent virus infection caused by touching the website link by mistake.}