- Don't call any number shown in a pop-up, and don't install anything it asks for. Microsoft and Apple never contact you this way.
- Close the browser. If it won't close, use Ctrl + Shift + Esc and end the task.
- Remove any browser extension you don't recognize: in Chrome, Menu → Extensions → Manage extensions.
- Reset the browser settings: in Chrome, Settings → Reset settings.
- Uninstall recently installed programs you don't recognize: Settings → Apps, sorted by date.
- Run a full scan in Windows Security: Virus & threat protection → Scan options → Full scan.
MacOn a Mac: check System Settings → General → Login Items for unknown apps, and remove unknown Safari extensions under Safari → Settings → Extensions.
Important: If someone got remote access to your computer, or files suddenly became unreadable (ransomware), disconnect from the internet right away and change passwords from another device. This needs a professional.
Quick questions
A message says my computer is infected and I should call. What do I do?
It's a scam. Don't call, don't install anything and don't pay. Close the browser, and if it won't close, restart the computer.
Do I need to buy antivirus?
For most home computers, the built-in Windows Security is enough, as long as it's on and up to date.
Still not working?Describe it in the chat, or book remote support and we'll fix it together.
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