windows 10 device has a error code & I do not know where it came from

Question

My Windows 10 device has an alleged security issue with a fake code & pushing the Windows key & escape has not gotten rid of the screen, the cursor does not move to "deny" the fraud. I am not calling that alleged Microsoft # 888-742-8598 for them to put a bunch of junk on my device. I turned the device off & that as of yet has not rid of that false "malware".

Please help this 60+ elderly human being.

Thank you.

Answer 1

Yes the above information did help; however in the Task Manager I'm not sure what or which browser is not working &/or its not highlighted indicating anything. I clicked on Chrome & it cleared out of Task Manager & the screen did come back without that malware fraud & Chrome closed.

I should thank your AI for that however as a 60+ year old & all the screens to get through just to find Support, community, or even ask a question is just way too much for one to deal with, I'm sure you can simplify the whole event because I'm not sure if I needed help with "hotmail.com" & not something else not knowing where that malware fraud came from.

Answer 2

The screen with a security error and a phone number is a known tech support scam, not a real Microsoft or Windows Defender message. Genuine Microsoft error or warning messages never include a phone number to call.

To get rid of the fake screen and regain control:

1. Try closing the browser completely
   1. Press Ctrl+Alt+Del on the keyboard.
   2. Select Task Manager.
   3. In Task Manager, find the web browser that is showing the fake alert (for example, Microsoft Edge, Chrome, or another browser).
   4. Select the browser process and choose End task. Repeat for any remaining browser processes until the browser closes.
2. If Task Manager does not work
   1. Press Alt+F4 repeatedly to close the active window.
   2. If that still does not work, press and hold the power button on the device for about 10 seconds until it turns off.
   3. Turn the device back on.
3. After restarting
   1. Open the browser again.
   2. If prompted to “Restore previously open pages,” choose No so the scam page does not reopen.
   3. Clear the browser history, cookies, and cached files so the malicious page is not reloaded from history.
4. Check the device for malware
   1. Run a full scan with Windows Security (Microsoft Defender) to remove any possible malware.
   2. Apply all available Windows updates (Settings → Update & Security → Windows Update) to keep the device protected.
5. Important safety points
   • Do not call any phone number shown in pop‑ups or error messages. Microsoft error and warning messages never include a phone number.
   • Do not let anyone who calls unexpectedly or appears in a pop‑up take remote control of the computer.
   • If no software was installed and no remote access was granted, the problem is usually limited to the browser session and not a full infection.

If at any point remote access was allowed or software was installed at the scammer’s request, uninstall anything they had installed, consider resetting the device using Windows recovery options, run a full Windows Security scan, and change important passwords. If any payment was made, contact the card provider to contest the charges.

Suspicious tech support scams can be reported at https://microsoft.com/reportascam.

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References:

• Protect yourself from tech support scams
• Protect yourself from online scams and attacks
• Avoid and report Microsoft technical support scams
• Tech support scams
• Microsoft Defender Scam or Do I have a virus on my computer - Microsoft Q&A
• How do I report a possible scam from Microsoft? - Microsoft Q&A
• Disabled computer - Microsoft Q&A
• What to do if a tech support scammer already has your info
• Prevent online scams with the scareware blocker in Microsoft Edge