What to Do If a Ransomware Attack Hits Your Computer

But you can take a few steps on your own. If you are confident in your technical skills, consider checking the website No More Ransom to see if you have been infected by ransomware with a known solution or decryption key. That way, you can unlock your files without paying. No More Ransom was launched in 2016 with the goal of helping victims retrieve their encrypted data without losing money.

"Many ransomware attacks are attacks of opportunity, so they often reuse the same technology knowing that most victims won't know how to unlock the files,” Toohil says.

If you don't feel comfortable checking on this yourself, get help from a tech-savvy friend or family member, or bring your computer to a reputable technician to confirm that your files really are encrypted. Among the companies that have lots of locations nationwide and offer such a service are Best Buy's Geek Squad, based in Richfield, Minnesota; Los Angeles-based HelloTech; Orlando-based uBreakiFix; and Norton Ultimate Help Desk, which offers a discount to AARP members.

Cyberattackers prey on fear

"Don't panic,” Grobman says. “It's absolutely critical. One thing I see all the time is consumers make a minor issue worse because they start trying to take action with a ransomware attack."

But it's understandable. Criminals are hoping for an emotional response, often by using big, red — and sometimes flashing — words on the screen such as “RANSOMWARE ATTACK! YOUR FILES ARE ENCRYPTED. YOU HAVE 15 HOURS TO SUBMIT PAYMENT!” so you might pay up quickly. The most important thing, Grobman says, is to get up, walk around to clear your head, then sit back down and ask yourself some questions.

• What options do you have to recover your files other than paying?
• Do you have duplicate files somewhere else, such as on a hard drive not connected to your computer?
• Do you need the hijacked files or care if they are revealed?

If you backed up your files or turned on a system that backs them up automatically — like Time Machine within a Macintosh operating system — try to connect it to another computer to make sure the backup is still reliable, Toohil says.

"Then you can restore your machine via the backup to what it was before you were infected,” he says. “Wait until it is deemed safe to do so by technical experts to perform this action."

The next step is to confirm, if possible, that ransomware has actually been installed on your computer. If the extortionists claim they have all your emails, have they supplied a sample to prove it?

Also, don't accept unsolicited help for your problem. “We've seen a one-two punch, where you get a notification of ransomware, followed up by a scam that looks like it comes from a trusted source like Microsoft or McAfee that says, ‘We've detected you've become a victim of ransomware. We're here to help. Please call this number and allow our technicians to remote control your computer,’ ” Grobman says. “Never, ever act on any of those emails.” Legitimate software vendors won't contact customers that way.

If you need the help of a software vendor like McAfee, Aura or another cybersecurity company, always go to the website on your own. Do not click on a link or call a phone number sent to you.

Should you pay the ransom?

This is a tough one to answer. Grobman says that when you pay a ransom, you're reinforcing the cybercriminal's business model.

"Know that you're essentially funding the next generation of ransomware,” he says. “So the main reason not to pay ransomware is that it makes the global problem worse."

But he stops short of saying never pay, as some other cybersecurity experts suggest. You have to decide whether the files are important enough.

Aura's Toohil agrees: “If the files you have on your machine are meaningful to you [such as pictures of your family or grandkids or irreplaceable financial data], you haven't created backups, you have not been locked with a known ransomware, and the technical experts you've enlisted don't think they will be able to unlock your files, it is OK to consider paying.” But make sure you can afford it and realize that the thieves might take the money and give you nothing.

"This is not a good long-term solution,” he says. “But if you have no way to recover those things that are priceless to you, sometimes you have no other option."

Marc Saltzman is a contributing writer who covers personal technology. His work also appears in USA Today and other national publications. He hosts the podcast series Tech It Out and is the author of several books, including Apple Watch for Dummies and Siri for Dummies.