Can’t close window. Help!

Question

I can’t close the window telling me I have viruses. Therefore, I can’t use my computer. I need to talk to someone because I am not good with computers.

Answer 1

Hi, I'm John! I will help you with this.

What you’re seeing is a scam pop-up, not a real Microsoft message. Microsoft does not lock your computer and ask you to call a phone number.

Do not call the number shown on the screen.

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If you haven't tried anything yet please start by:

Closing browser affected by scam pop-up:

• Press Ctrl + Shift + Esc to open Task Manager.
• Look for your browser (Edge, Chrome, etc.).
• Click it, then choose End Task.

If that doesn’t work:

• Press and hold the Power button for about 10 seconds to force shut down.
• Turn the PC back on after 30 seconds.

After restarting:

• Open your browser.
• If it asks to restore previous tabs, choose No.
• Clear your browser history and cache.

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Run a full antivirus scan on your computer using Windows Security and any third-party antivirus software you have.

Run a full deep scan using a trusted security tool:

• Download and run Microsoft Safety Scanner here: https://learn.microsoft.com/defender-endpoint/safety-scanner-download
• After running the scan, please restart your PC and monitor whether the issue continues.

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I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

Answer 2

Follow these steps to close the fake virus window and get the computer back:

1. Try to close the browser
   • Press ALT + F4 on the keyboard once. If the window is still there, press ALT + F4 again a few times.
2. If that does not work, use Task Manager to close the browser
   • Right-click Start and select Task Manager.
   • In the list, click the web browser that is open (for example Microsoft Edge, Chrome, or Firefox).
   • Click End task.
   • Confirm the browser window is closed, then close Task Manager.
3. If the computer is still stuck
   • Hold down the power button on the computer until it turns off.
   • Wait a few seconds, then turn it back on.
4. After the computer is usable again
   • Open the browser.
   • Clear the browser cache (history) as described in the guidance for each browser in the context.
5. Very important safety tips
   • Real Microsoft error messages do not show a phone number to call.
   • Do not call any phone number shown in the pop-up.
   • Do not let anyone who called unexpectedly connect to the computer.
   • If already called a number or gave information, report it at https://microsoft.com/reportascam and contact a trusted person or local support for help.
6. If speaking to a person is preferred
   • Use the Get Help app on Windows: open Start, type Get Help, open it, type “Chat with an agent”, then choose Contact support and follow the prompts to reach a live agent or request a call back.

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References:

• How to close a pop-up window if Microsoft Edge isn't responding
• Protect yourself from online scams and attacks
• Microsoft resources and guidance for removal of malware and viruses
• possible virus, computer locked - 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
• How do I get a live person at Microsoft.? - Microsoft Q&A