computer is locked

Question

it is telling us to call 1-844-257-0181 to unlock screen. It has multiple popups on the screen. 1. Microsoft support. 2. Windows security. 3. Windows firewall authentication required. 4. smart screen preventative block. We don't know if this is a scam or real.

Answer 1

Hi! This must be a scam; Microsoft doesn't provide your phone number for these occasions. Are you able to use or access your computer, or is it completely locked?

If you are able to use your computer but are receiving these fake messages, it could be an app or website sending notifications, or a malware infection.

1. Open the browsers you use > Click on the 3 Dots (●●●) > Settings > Notifications > Delete or block websites you don't recognize or don't want to send notifications.
2. Open Windows Settings > Apps > Installed Apps > Uninstall third-party apps you don't recognize.
3. Download the Microsoft Safety Scan. https://learn.microsoft.com/en-us/defender-endpoint/safety-scanner-download
4. Before running the tools, scan using Windows Defender. Type “Windows Security'' in the Search Bar > Open Program > Click 'Virus and Threat Protection'.
5. Under "Verification Options" (marked in blue), choose the option "Microsoft Defender Offline Verification" > Verify Now.
6. When the scan is complete, enter Safe Mode.

Safe mode

1. Press the shortcut CTRL + R > Type ''msconfig'' (without quotation marks) > Click on the tab System Boot > Check the option "Secure Boot'' > Apply > OK.
2. Restart the computer > When rebooting, scan your computer using Microsoft Safety Scan. - Select all volumes to scan.
3. To exit the Safe Mode, Press the shortcut CTRL + R again > Type "msconfig" > Click on the tab General > Select Normal Boot > Apply > OK > Restart your computer.

Answer 2

This is a tech support scam, not a real Microsoft or Windows message.

Key signs from the description:

• Real Microsoft error or warning messages never include a phone number to call.
• Microsoft and other legitimate tech companies do not cold call or ask users to call random numbers to “unlock” a computer.
• Scammers commonly use full‑screen pop‑ups labeled “Microsoft support,” “Windows security,” “Windows firewall,” or “SmartScreen” and claim the device is locked.

Immediate steps:

1. Do not call the phone number and do not provide any personal, payment, or password information.
2. Close the fake page:
   • Press Ctrl + Alt + Del and open Task Manager.
   • End all browser processes (for example, Microsoft Edge, Chrome, etc.).
   • If that fails, restart the computer.
3. After restart, avoid reopening the same suspicious site or link that triggered the pop‑up.
4. Run a security check:
   • Open Windows Security → Virus & threat protection → run a full scan.
5. If any money, card details, or personal information were already given, contact the bank or card issuer and monitor accounts for suspicious activity.
6. Report the scam to Microsoft at https://microsoft.com/reportascam.

To reduce risk in the future:

• Remember: Microsoft error and warning messages never include phone numbers.
• Microsoft will never ask for payment in gift cards or cryptocurrency, and will not contact users unsolicited to fix a device.
• Use Microsoft Edge with Microsoft Defender SmartScreen enabled to help block known support scam sites.

---

References:

• Protect yourself from tech support scams
• Protect yourself from online scams and attacks
• Tech support scams
• Windows defender scam - Microsoft Q&A
• Microsoft Defender Scam or Do I have a virus on my computer - Microsoft Q&A
• Who do I call for support? - Microsoft Q&A