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Mr.Med
Mr.Med, Computer Enthusiast
Category: Computer
Satisfied Customers: 1049
Experience:  Networks & Security Engineer
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My chrome book has been taken over by a malfunction

Customer Question

My chrome book has been taken over by a malfunction notification requesting I call an 800 number for a Microsoft technician for repair. The request $99 dollars to repair it. Is this scam? How do I unfreeze my computer.
Submitted: 1 year ago.
Category: Computer
Expert:  Mr.Med replied 1 year ago.

Hello and welcome to justanswer, My name is ***** ***** i will be assisting you today,

I am sorry this has happened to you. This is a popular scam that has been going on, Pleas do not call them

Please follow the steps below to unfreeze/speed up/clean your computer :

1. Let's end some of the processes, as that can cause the computer to be slow.

Please click Start, then Run. In the run box, please type msconfig and press enter. click on the Startup tab then click Disable All Click Apply, then OK. You should be prompted to restart your computer, please do so.

2. Next, you want to run Malwarebytes, a free malware/virus scanner. Please click https://www.malwarebytes.org/mwb-download Click Download, Once you install it, Please Update and then run a Scan and Delete any Malware/Viruses. It should take 25-50 minutes to complete.

3. Once that is complete, please download Ccleaner, as this will clean temp and cache and corrupted files from your computer. Click http://www.filehippo.com/download_ccleaner

4.Reset google chrome : https://support.google.com/chrome/answer/3296214?hl=en-GB

Once you run that and delete everything, please let me know if your computer is running faster.

If you have any questions, please reply and I will assist you.

Thank you

Customer: replied 1 year ago.
I can't restart my computer because it is frozen on their error page. This is a chrome book and starts with opening the computer. There is no start button like a pc.
Customer: replied 1 year ago.
Please advise further
Expert:  Mr.Med replied 1 year ago.

What is exactly the error you are receiving please?

Expert:  Mr.Med replied 1 year ago.

Please Hold the power button down for at least 8 seconds to shut it off. Then please do a hard reset and tell me if that fixes your problem: https://support.google.com/chromebook/answer/3227606?hl=en

Before you reset your chromebook Make sure you backup all your data

If you need any further help please reply back to me and i will gladly continue to help

Thank you

Expert:  Mr.Med replied 1 year ago.

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regards,

Customer: replied 1 year ago.
It's a chrome book! There is no power button. I can't use the support Google address you supplied because my computer is FROZEN! I can't back up anything because my computer is frozen on their error page. Their error code 0x800610A3. They state " for your safety closing the Chrome browser has been disabled without support of the Microsoft- Certified technician. Please call the toll free number(###) ###-#### I don not believe this is a Microsoft no. They also state do not shut down or restart the computer, doing that may lead to data loss and possible failure of the operating system and a potential no bootable situation. I believe this is a scam but how do I get out of this situation a prevent this from reacurring
Expert:  Mr.Med replied 1 year ago.

What is the model of your chromebook please?

Please try one of these options :

  • Remove the power cable, then plug it back in.
  • Remove the battery, then put it back in.
  • Using a paperclip or similar object, press the hole shown in the picture below, then connect the power adapter :

http://tinyurl.com/z8tt7es

  • Using a paperclip or similar object, press the hole shown in the picture below, then connect the power adapter.

http://tinyurl.com/hesxog2

let me know the results please

Thank you

Thanks

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