I have a Laptop (Windows 10 Pro 64 bit) that is infected with the virus/malware that displays a Microsoft window/logo claiming that the laptop is infected and I need to call this 1-800 number to reach

ftv34p4s
ftv34p4s used Ask the Experts™
on
I have a Laptop (Windows 10 Pro 64 bit) that is infected with the virus/malware that displays a Microsoft window/logo claiming that the laptop is infected and I need to call this 1-800 number to reach a Microsoft support technician to resolve the infections/issues on the laptop.  I know it is not a valid 800# and it is an infection.  This is the third time in a year this has popped up on this laptop.  I feel that I am NOT cleaning the laptop properly !!!  Perhaps missing a "Trojan package" or something.  Any suggestions for a proper thorough scanning/cleaning/removal process on this Laptop.  Thank-you
Comment
Watch Question

Do more with

Expert Office
EXPERT OFFICE® is a registered trademark of EXPERTS EXCHANGE®
WakeupSpecialist 1

Commented:
Can you give a little bit more specifics on what the infection is doing? Or where it pops up? Is it in a browser?  Are you able to close out of this screen or pop up?  If this keeps happening to you and appears to be the same exact infection then yeah most likely the clean up process is not working out the infection is dormant until it springs on you again.  What tools have you run?  And what tools so you have to scan the system?

Perhaps it is time to backup your data and then wipe and reinstall the OS / Windows 10?
Principal Software Engineer
Commented:
If this is the third time this issue has occurred then you are probably correct; cleaning the system is not removing all of the infection.  This is fairly common as viruses will now hide in dozens of different locations, so it is very difficult if not impossible to get rid of them all by "disinfecting" the system.

In this situation I would

(If the system manufacturer has no restore image available)

Back up all user files onto an external hard drive or USB flash drive.
Download the Windows installation DVD image file from a different computer.
(a) Burn an install DVD or (b) create a bootable install kit on a USB flash drive using either the Microsoft USB install tool or Rufus.
Download a bootable disk eraser such as Darik's Boot and Nuke.  Burn it to CD/DVD.
Confirm that you have copies of everything you might want from this system, because the next step will destroy everything on the drive.
Completely erase the hard drive/SSD.  One pass will be sufficient.
Reinstall Windows from scratch.
Reinstall your antivirus.
Scan the USB flash drive with your files on it using your antivirus at highest sensitivity.
Reload your user files.
Do a full backup of the system so that the next time this happens you don't have to go back to Ground Zero and start all over again.

(If the system manufacturer has a restore disk available)

Back up all user files onto an external hard drive or USB flash drive.
Download the manufacturer's restore DVD image file from a different computer.
Create a restore DVD or USB flash drive using the manufacturer's instructions.
Download a bootable disk eraser such as Darik's Boot and Nuke.  Burn it to CD/DVD.
Confirm that you have copies of everything you might want from this system, because the next step will destroy everything on the drive.
Completely erase the hard drive/SSD.  One pass will be sufficient.
Reinstall Windows from scratch.
Reinstall your antivirus.
Scan the USB flash drive with your files on it using your antivirus at highest sensitivity.
Reload your user files.
Do a full backup of the system so that the next time this happens you don't have to go back to Ground Zero and start all over again.

In the future,
a) if you use an email reader program such as Eudora or Thunderbird, set it to default to reading email only in plain text, not as HTML
b) before downloading any file from the internet, scan it online using the online scanner at https://www.virustotal.com/ -- this scans the file using 20 different antiviruses.
c) Never, ever click on any email attachment, not even what appears to be a picture, without contacting whoever sent it to you and confirming that they did intentionally send it.
d) Do individual (not incremental) full backups of the system at least once a week to an external hard drive that is disconnected when not in use for backup.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
I agree with the above. Back up your documents, reinstall Windows fresh, make sure Windows Defender is running and then reinstall your applications.

You will never get rid of this infection any other way.

Author

Commented:
Dr Klahn, Thank-you for providing insight & direction.  I am going to follow you directives and hopefully to a successful resolution.

John, Thank-you for "supporting" Dr Klahn's perspective.  That gives me additional resolve that I am moving in the right direction.

Again, many thanks to you - both.

Do more with

Expert Office
Submit tech questions to Ask the Experts™ at any time to receive solutions, advice, and new ideas from leading industry professionals.

Start 7-Day Free Trial