a virus message popped up and my computer was locked

[AlettaK]

• Issue:I have messaged Hp but have not yet heard from them. While on my computer, a virus message popped up and my computer was locked so I couldn't use it. I did not call the number on the screen, but called Microsoft's support number from my phone instead. Someone 'helped' me, but after reading the section of HP's website on scams, it sounded like one. He directed me to give him control of my mouse and then wanted me to purchase security by giving him my paypal. After I told him I was not comfortable with that, he pretty quickly finished talking and hung up. I don't know how this happened because I called the Microsoft number that I found on Google. After he hung up, I turned my computer off and blocked my accounts. I'm afraid to turn on my computer and don't know how I should proceed.

[WAWood]

@AlettaK 

Unfortunately, there is no reliable way to DISINFECT a PC infected with malware because some of that is capable of hiding files from even the best anti-malware products.  You would basically need to do a complete RESET and that means you lose everything on the current PC in the process.

If your PC is a 2016 model or newer, you should see if you can make a bootable USB recovery drive using the HP cloud recovery tool on a working PC.

The recovery drive can then be used to install Win10 and the HP drivers and utilities that originally came with your PC.

Here is the link: https://support.hp.com/us-en/document/c06162205