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princesstyme
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Message 1 of 2
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pop up message

HP Recommended
hewlett packer laptop

there is a pop up message that comes on my screen saying warning a virus has been detected and i need to call a 1800# and it locks my laptop down so that i cant use it

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DavidSMP
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HP Recommended

Hi @princesstyme,

 

 

Good Day.  A warm welcome to the HP community. I reviewed the post regarding the computer being infected with a virus. I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

  • Have you tried to clean it with any other antivirus software like McAfee or Norton?
  • Please let me know the complete model# of the unit to assist you better.
  • Please let me know the complete model# of the computer and the operating system installed.

 

For a start, I would suggest that you run a complete scan with either McAfee or Norton Internet security.

Then disconnect the computer from the network.

Do not pay as it is a hoax and the computer is infected with malware or spyware. It could be ransomware also.

There are a lot of unscrupulous intelligent conmen out there who want to take gullible honest users for a ride by releasing Trojans and viruses and asking customers to pay.

Don’t reveal any personal information like financial statements or Credit or Debit card information or respond to this message.

You will lose all your data and it is still better than having your personal and financial information stolen.

 

How to prevent Ransomware:
  1)Turn on pop-up blocker
  2)Backup your data
  3)Update Anti-Virus & Firewalls
  4)Avoid malicious content.”

 

Please contact HP phone support to order recovery media.

  • HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true
  • (1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
  • (2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
  • (3) Once completed click the 'Show Options' icon on the bottom right.
  • (4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.
  • They will be happy to assist you immediately.

Once you receive the recovery media please perform a complete system recovery to factory settings from this link: https://support.hp.com/in-en/document/c04758961 and follow the option ”System recovery using HP supplied recovery media” assuming that the operating system is Windows 10.

 

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please. Please note that I am not overloading you with a lot of troubleshooting steps.Instead, just like you, I am eager to ensure that the problem gets resolved. So I am providing you with more resources and information at your disposal to deal with the situation better.

 

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Upbutton to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a superb week ahead. 🙂

 

DavidSMP
I am an HP Employee

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