How to fix a virus warning & lockout

Question

New laptop here. Not yet well-versed on System, Apps,.etc. Rec'd a warning covering my work, after my screen went black. It stated basically that I have been locked out of the system due to a virus that will be spread if I shut down or restart my computer. Please advise me as to whether this is a bogus warning or if it is a legitimate warning of a virus. Thanks!

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/windows/protect-yourself-from-tech-support-scams-2ebf91bd-f94c-2a8a-e541-f5c800d18435

Answer 2

The warning described matches a common tech support scam, not a legitimate Windows virus alert.

Key points from Microsoft guidance:

1. Real Microsoft/Windows error messages never include phone numbers or tell that calling a number is required to fix the device.
2. Scam pages often:
   • Take over the full screen so it looks like a system message
   • Play alarming sounds or voice messages
   • Show fake blue-screen or activation errors
   • Claim that restarting or shutting down will “spread” a virus or cause data loss
3. These are usually just malicious web pages or pop‑ups, not actual system lockouts.

Immediate steps:

1. Close the fake warning
   • Try pressing Alt + F4 to close the current window.
   • If that does not work, press Ctrl + Shift + Esc, open Task Manager, select the browser (Edge/Chrome/etc.), and choose End task.
   • If nothing responds, hold the power button to turn the device off, then turn it back on.
2. Clear the browser cache and data
   • Open the browser again and clear browsing data (especially recent history, cookies, and cached files) so the same page is less likely to reappear.
3. Do not call any phone number or give remote access
   • Microsoft and other legitimate companies do not cold‑call and do not put phone numbers in error messages.
   • Do not provide payment, passwords, or personal/financial information.
4. Run a malware scan
   • Use Windows Security (Virus & threat protection) to run a full scan.
   • If there are signs of malware or persistent pop‑ups, follow Microsoft’s malware removal guidance or use Microsoft Safety Scanner as described in the references.
5. If unsure or the problem persists
   • Follow the guidance in the tech support scam articles below.
   • Report the scam at https://microsoft.com/reportascam if a number or site is involved.

---

References:

• Protect yourself from tech support scams
• Protect yourself from online scams and attacks
• possible virus, computer locked - Microsoft Q&A
• How to remove the PC Repair virus
• Microsoft resources and guidance for removal of malware and viruses