Solved Virus warning, real or fake?

Dell Xps l502x laptop screen 15.6 led bo...
October 31, 2016 at 15:41:06
Specs: Windows 8.1, Intel Celeron 1.30GHz
I'm writing this on my desktop PC. About an hour ago, while using my laptop (Windows 8.1), I was on Facebook when the Facebook page disappeared and a page supposedly from Microsoft popped up and a voice spoke, warning me that a virus had infected my computer and that I should call the number provided immediately for help in removing the virus. The voice warned me the virus could be stealing my passwords, various account information, etc. I was warned not to shut down my computer (the laptop), of Microsoft would have to disable my computer so it wouldn't mess up their systems. They provided an Error number to use when I called. The number is 855-399-7936.

I tried to find this number on the internet, using my desktop, but only a few results came up, none providing a name.

I called Microsoft and was told it is a scam and that I shouldn't call the number provided because they would charge me for the information on removing the "virus" that doesn't exist. I was also told it is ok to turn the laptop off and that MS will not disable it.

Anyone have any experience with this? Is Microsoft right?

The laptop has Windows 8.1, but I think the Intel Celeron 1.30 GHZ may be wrong. That may be for my desktop PC.


message edited by JWR243


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#1
October 31, 2016 at 16:12:41
✔ Best Answer
On one hand, it's a scam. On the other hand, it's an infection. Try running AdwCleaner, then followup with Junkware Removal Tool. Let us know what they find.

https://www.malwarebytes.com/adwcle...

https://www.malwarebytes.com/junkwa...


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#2
October 31, 2016 at 16:15:20
Spam/malware...

Run a series of cleaners to (hopefully) remove it. In this order:

adwcleaner

http://www.bleepingcomputer.com/dow...

malwarebytes

http://filehippo.com/download_malwa...

JRT - Junkware Removal Tool

http://www.bleepingcomputer.com/dow...

JRT installs to the desktop,from where run it. Follow instructions in the small dos style window. It will reboot as part of its process.

Having run those, download and burn to a DVD the ISO for Kaspersky Rescue Disk. It will load into RAM only, then go online to update itself. After-which it will scan the entire system and remove anything it can; and often finds stuff" that cannot be removed whilst windows is actually booted up.

https://support.kaspersky.co.uk/vir...

https://support.kaspersky.com/4162

http://www.majorgeeks.com/files/det...

This is an excellent tutorial about using it:

http://www.howtogeek.com/howto/3640...

Retain any logs generated for possible further use.

As per M$-land - "never" respond to such "warnings in any way -by phoning, emailing etc.; and certainly "never" allow them to remote into your computer(s).

Run cleaner apps as above and then if still problems come to here or similar reliable forums/fora.


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#3
November 1, 2016 at 03:31:27
Obviously crossed in posting with "riider"

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