Microsoft will not popup a message on your computer indicating you need to call to get support. These popup messages are scams. We must protect our Members from these scams and cleanup if the computer was compromised.
Prerequisites: Familiar with Browser Settings; Browser Extensions; Browser Privacy
Difficulty Level: Member | Nerd | Professional
Estimated Time: 20 minutes
Expected Outcome: Browser(s) will function properly and as expected
Tools Required: Physical or LogMeIn Access to Computer; Credentials
Common Popup Messages
Steps to Perform
- Let Member know this can happen to anyone and comfort them that we will help them get back to 100% in short order
- Ask the Member if they clicked on anything, called anyone, allowed access to their computer, provided credit card info, or provided any other data to anyone.
- Make notes in our system for all sources of violation so we can follow up
- Ask the Member when the popup first occurred.
- Record the response so we can clear the browser history
- Tell the Member to close the browser.
- Sometimes CTRL+ALT+DEL is required to kill the browser instance
- Or force quit on a Mac
- Help Member clear browser history for past 24 hrs, Days, or Weeks, depending on when threat first occurred.
- Check for any installed browser extensions. Remove any you don't recognize.
- Check Start page is set correctly
- Check Default Search Engine is set correctly
- Check installed programs and remove any you don't recognize installed since the scam
- Verify operations
- Restart computer
- Restart all browsers
- Test searching
- Test browsing