Malware on my computer

Question

A malware or phising device has been locked on my computer. The phone number is 1 844 675 1803 and this is not a Microsoft number. The malware says it is from Microsoft Firewall. How do I remove this malware from my computer.

Answer 1

Can you please hold down Ctrl+Alt+Del, then launch Task Manager, and then end all browser items there to close it. That page is definitely scam, but as long as you didn't call the number and engage in any of the requested activities, your computer is not hacked. It is just a pop up page that can have some audio effect (sometimes) and display in full screen mode, so it appears the computer is locked.

Scammers use various methods to trigger these pop-ups. Pop-ups are a form of online advertising. They are often integrated into websites or applications through ad services. Many websites use third-party advertising services to display ads. Sometimes, these ad services might inadvertently allow scam ads to be displayed. This does not mean the website itself is malicious, but it indicates a lack of stringent ad vetting.

You can read more about this type of support scam here: https://support.microsoft.com/en-us/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435

Answer 2

If your computer is displaying a message claiming to be from Microsoft Firewall and is asking you to call a number, it is likely a tech support scam. Here are steps you can take to remove the malware and secure your computer:

1. Do Not Call the Number: Microsoft does not send unsolicited messages or make unsolicited calls. Any communication should be initiated by you.
2. Restart Your Computer: Sometimes, simply restarting your computer can help close any pop-up windows or processes that are causing the issue.
3. Close the Browser: If the message is in a web browser, you can try pressing Alt + F4 to close the browser window or use Ctrl + Shift + Escape to open Task Manager and end the browser process.
4. Clear Your Browser Cache: After closing the browser, clear your cache to remove any unwanted data that might be causing the issue. Instructions for clearing cache can be found for different browsers:
   • For Edge: Go to Settings > Privacy, search, and services > Clear browsing data.
   • For Chrome: Go to Settings > Privacy and security > Clear browsing data.
   • For Firefox: Go to Options > Privacy & Security > Cookies and Site Data > Clear Data.
5. Run a Full Scan: Use Microsoft Defender Antivirus to run a full scan on your computer to detect and remove any malware. Ensure that it is enabled and updated.
6. Uninstall Suspicious Applications: If you have installed any applications recently that seem suspicious or were recommended by the pop-up, uninstall them via Settings > Apps > Apps & features.
7. Monitor Your Accounts: Change passwords for your accounts, especially if you provided any personal information to the scam.
8. Report the Scam: You can report the scam to Microsoft to help them take action against it.

By following these steps, you can help protect your computer from malware and scams.

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References:

• Tech support scams
• Prevent malware infection