Virus or Malware Removal
A user suspects their computer is infected with a virus or malware due to slow performance, pop-up ads, or unusual behavior. The technical support agent provides guidance on running scans, identifying malicious software, and removing threats.
用户怀疑他们的计算机因性能缓慢、弹出广告或异常行为而感染了病毒或恶意软件。技术支持代理提供有关运行扫描、识别恶意软件和清除威胁的指导。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
virus
A harmful program that infects a computer and can cause damage or steal information. In tech support, people often report symptoms like slow speed when they suspect a virus.
一种感染计算机的有害程序，可能造成损害或窃取信息。在技术支持中，人们经常报告像速度变慢这样的症状，当他们怀疑有病毒时。
malware
Short for malicious software; any unwanted program that harms your device, like spyware or ransomware. It's broader than just viruses and common in discussions about computer security.
恶意软件的缩写；任何损害您设备的 unwanted 程序，如间谍软件或勒索软件。它比单纯病毒更广泛，在计算机安全讨论中很常见。
pop-up ads
Advertisements that suddenly appear in new windows on your screen, often annoyingly. They are a common sign of malware and something users complain about in support calls.
在屏幕上新窗口中突然出现的广告，通常令人恼火。这是恶意软件的常见迹象，也是用户在支持电话中抱怨的内容。
rebooted
Past tense of reboot, meaning to restart a computer to fix minor issues. It's a basic troubleshooting step recommended by tech support.
reboot 的过去式，意思是为修复小问题而重启计算机。这是技术支持推荐的基本故障排除步骤。
crashing
When a program suddenly stops working and closes unexpectedly. Users describe this to explain software problems during tech help.
程序突然停止工作并意外关闭。用户在技术帮助中用此描述软件问题。
antivirus software
Programs designed to detect and remove viruses from computers, like Windows Defender. Essential for everyday computer protection and often mentioned in support scenarios.
设计用于检测和从计算机中移除病毒的程序，例如 Windows Defender。对于日常计算机保护至关重要，并在支持场景中经常被提及。
full scan
A complete check of your entire computer for viruses or threats, not just quick checks. Tech agents guide users to run this for thorough diagnosis.
对整个计算机进行病毒或威胁的完整检查，而不仅仅是快速检查。技术代理指导用户运行此操作以进行彻底诊断。
quarantine
To isolate infected files so they can't spread or harm the computer, like putting them in a safe 'jail.' Antivirus programs use this term when handling threats.
隔离受感染的文件，以防止它们传播或损害计算机，就像把它们关进一个安全的“监狱”。杀毒软件在处理威胁时使用这个术语。
关键句型
需要记住和练习的重要短语
I think my computer might have a virus. It's been running really slow and I'm seeing a lot of pop-up ads.
This sentence expresses suspicion about a tech problem and lists symptoms. It's useful for starting a support conversation; use 'might have' to show uncertainty, and connect ideas with 'and' for listing issues. Great for intermediate learners to describe computer troubles.
这个句子表达了对技术问题的怀疑并列出了症状。它有助于启动支持对话；使用'might have'来表示不确定性，并用'and'连接想法来列出问题。对于中级学习者描述计算机问题非常棒。
Those are definite signs of a potential infection.
Here, the agent confirms symptoms as indicators of a problem. 'Definite signs' means clear evidence, and 'potential' suggests it's possible but not certain. Use this pattern to acknowledge and explain issues in customer service; helpful for building trust.
在这里，代理确认症状作为问题的指标。'Definite signs' 意味着明确的证据，'potential' 暗示它是可能的但不确定。在客户服务中使用此模式来承认和解释问题；有助于建立信任。
Let's start by running a full scan with your antivirus software.
This suggests the first action in troubleshooting. 'Let's start by' is a polite way to propose steps, using gerund 'running' after 'by.' Practical for guiding others; intermediate learners can use it in instructions or advice-giving situations.
这建议了故障排除中的第一个行动。'Let's start by' 是一种礼貌提出步骤的方式，在 'by' 后使用动名词 'running'。在指导他人时实用；中级学习者可以在指令或给出建议的情况下使用它。
What if it finds something? Or if it doesn't, but the problems persist?
Asks about possible outcomes using conditional 'what if' for hypotheticals. 'Persist' means continue; connect alternatives with 'or' and 'but.' Useful for planning next steps in conversations; teaches handling uncertainty in problem-solving.
使用条件句“如果……怎么办”来询问假设情况下的可能结果。“Persist”意为持续；用“or”和“but”连接备选方案。在对话中规划下一步很有用；教导如何在问题解决中处理不确定性。
If it finds threats, it should give you options to quarantine or remove them.
A conditional sentence explaining results with 'if' clause. 'Should' indicates expectation; lists options with 'to' infinitives. Valuable for tech explanations; learners can apply this structure to describe software actions or advice.
一个使用'if'从句解释结果的条件句。'Should'表示期望；使用'to'不定式列出选项。在技术解释中很有价值；学习者可以将此结构应用于描述软件操作或建议。
You're welcome. Please let me know once the full scan is complete, and we'll take it from there.
Polite response to thanks, followed by a request using 'once' for after an event. 'Take it from there' means handle the next part. Common in service dialogues; teaches courteous follow-up and future planning for ongoing support.
对感谢的礼貌回应，随后使用 'once' 提出在事件后的请求。'Take it from there' 意为处理下一部分。在服务对话中常见；教导礼貌的跟进和为持续支持的未来规划。