A full-screen message has taken over your browser, a siren is blaring, and bold red text warns that your computer is locked and you must call Microsoft right now to unlock it. The cursor seems stuck, the page refuses to close, and a phone number flashes on the screen demanding immediate action. Take a breath, because nothing is actually wrong with your PC. This is a tech-support scam designed to frighten you into calling, and once you understand that, getting rid of it is straightforward.
Below are the fixes in the order you should try them, starting with the safest and easiest. The first few steps clear the fake screen in seconds, and the later steps clean up anything that might have slipped through and tell you exactly what to do if you already engaged with the scammer.
Why This Locked Computer Screen Is Fake
The single most important fix is recognizing what you are looking at. Genuine Microsoft error and warning messages never include a phone number to call. So the moment a pop-up shows a number to dial, you can be certain it is not from Microsoft.
Microsoft also does not send unsolicited email messages or make unsolicited phone calls to request personal or financial information, or to offer technical support to fix your computer. The scam works by fear. Attackers put your browser into full-screen mode and display pop-up messages that will not go away, which makes it look as though your browser is locked, all to push you into calling.
The lock is an illusion built from a full-screen web page. Your files, your account, and your system are untouched. Knowing this is half the battle, because it tells you the screen is fake and you do not need to obey a single thing it says.
What You Should Never Do When the Pop-Up Appears
Before you touch anything, know what to avoid. The guidance is direct. If a pop-up or error message appears with a phone number, do not call the number.
Do not let anyone connect remotely to your PC, and do not pay by card, gift card, or any other method. Scammers offer fake solutions for problems that do not exist and then ask for payment as a one-time fee or an ongoing subscription. Remote access lets them install malware or steal information, and once they are in, the situation gets much harder to undo.
You should also never hand over personal information such as passwords or financial details. No legitimate support process begins with an unsolicited pop-up demanding sensitive data.
Force the Fake Lock Screen to Close
Since the lock is only an apparent one, you can dismiss it. When the mouse seems frozen, use the keyboard.
- 1.Press
Alt+F4to close the browser window. This works even when you cannot close the page with your mouse. - 2.If the page still will not close, press
Ctrl+Alt+Del. - 3.Open Task Manager from that screen.
- 4.Select your browser in the list and end the browser task to shut it down.
Ending the browser task clears the fake lock screen completely. When you reopen your browser, avoid restoring the previous session if you are prompted, so you do not reload the scam page.
Run a Full Microsoft Defender Scan
With the pop-up gone, check the PC for anything that may have slipped on while the page was open. Run a full scan with Microsoft Defender Antivirus to remove any malware. Microsoft Defender Antivirus is built into both Windows 10 and Windows 11 through the Windows Security app, so you do not need to install anything.
- 1.Open the Windows Security app by searching Windows Security in the Start menu. On Windows 10 you can also go to Start > Settings > Update & Security > Windows Security.
- 2.Select Virus & threat protection.
- 3.Choose Scan options.
- 4.Select Full scan, then choose Scan now.
A Full scan checks every file and program on your device. This is more thorough than the default quick scan, which is exactly what you want after an encounter with a scam page. Let it finish before you continue using the PC.
Catch Hidden Threats With a Microsoft Defender Offline Scan
Some malware is designed to hide from a normal scan while Windows is running. For that, run the Microsoft Defender Offline scan, which checks your device before Windows fully loads.
- 1.In the Windows Security app, go to Virus & threat protection > Scan options.
- 2.Choose Microsoft Defender Antivirus (offline scan).
- 3.Save any open files first, because this will restart your device.
- 4.Select Scan now.
The offline scan uses the latest definitions to check your device, and it runs after a restart without loading Windows, so persistent malware has a more difficult time hiding or defending itself. The scan runs in the Windows Recovery Environment, then the PC restarts automatically.
You can also launch it directly with the official shortcut address windowsdefender://wdoscan/, which opens the Microsoft Defender Offline scan for you. After the restart, view the results in the Windows Security app under Protection history.
If You Already Let a Support Person In
Maybe you found this page after calling the number or granting someone remote access. Do not panic, but do act methodically.
- 1.Uninstall any applications the scammer asked you to install, including any remote-access or support software they had you add.
- 2.Run a full scan with Microsoft Defender Antivirus to remove any malware, and apply all available security updates.
- 3.Change your passwords. Do this from a known-clean device, since the affected PC may still be compromised.
- 4.Watch for unusual sign-in activity on your accounts.
You can also consider resetting the device to a factory state if you want a clean slate. A factory reset removes installed programs and returns Windows to its original condition, so only choose it if you are prepared to set the PC up again and have backed up your important files first.
If money changed hands, act on the financial side too. Contact your bank or other financial institution if you paid the scammer, and the sooner you do, the better your chances of stopping or reversing a charge.
Report the Scam So Microsoft Can Shut It Down
Reporting helps protect the next person who sees the same page. Report tech-support scams at Microsoft's official Report Fraud page, reachable at www.microsoft.com/reportascam.
If the scam came from a specific website, you can flag it as well. Use the Report an unsafe site form at www.microsoft.com/wdsi/support/report-unsafe-site to send the fraudulent address to Microsoft. Both reports take only a few minutes and feed directly into the protections that block these pages for everyone else.
Frequently Asked Questions
Is my computer actually locked when this pop-up appears?
No. The pop-up only appears to lock your browser by going full screen and refusing to close. Your Windows system, files, and account are not locked. Closing the browser with Alt+F4, or ending the browser task through Task Manager after pressing Ctrl+Alt+Del, clears the fake screen.
How do I know this is not a real Microsoft message?
Genuine Microsoft error and warning messages never include a phone number. Microsoft also does not make unsolicited calls or send unsolicited messages asking for personal information or offering to fix your PC. Any pop-up with a number to call is a scam.
I already called the number and gave them access. What now?
Uninstall any apps the scammer had you install, run a full Microsoft Defender Antivirus scan, apply all security updates, and change your passwords from a different, known-clean device. Watch for unusual sign-in activity, and contact your bank or financial institution if you paid them. You can also consider resetting the device to a factory state.
Which scan should I run, the full scan or the offline scan?
Run the Full scan first, since it checks every file and program on your device. Then run the Microsoft Defender Offline scan, which restarts your PC and scans before Windows loads so persistent malware has a more difficult time hiding or defending itself. Check the Windows Security app under Protection history for the results.
Where do I report a tech-support scam to Microsoft?
Report tech-support scams at Microsoft's official Report Fraud page, www.microsoft.com/reportascam. To flag a malicious website, use the Report an unsafe site form at www.microsoft.com/wdsi/support/report-unsafe-site.
