We have Norton Security Suite downloaded from Comcast. This afternoon, one of my children was online and downloaded and authorized a malware program, entitled ThinkPoint, to the computer. It prevents you from getting back to your desktop when you try to re-boot. After researching it, I learned that it apparently prompts you for a credit card # to purchase software, although I did not see that particular screen. I was able eventually get back to the desktop and run a Norton scan. Unfortunately, Norton did not remove the virus. I had to get a different anti-malware software program to eventually get rid of it. I cannot find any help on the Symantec site for this problem.