How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Jess M. Your Own Question

Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 526
Experience:  Computer Software Support specialist for more that 10 years
49766785
Type Your Software Question Here...
Jess M. is online now
A new question is answered every 9 seconds

I think I just got a ransomware virus. My screen has a

Customer Question

I think I just got a ransomware virus. My screen has a dialogue box that says "startup password: this computer is configured to require a password ***** order to start up. Please enter the start up password *****" however, I never had a startup password. Also, a man w heavy accent called to tell me to call him when I get to my computer.
Can you clean my computer?
Submitted: 3 months ago.
Category: Software
Expert:  Dan replied 3 months ago.

Hello and welcome to JustAnswer, I look forward to assisting you today. Right now, the most important thing is not to make contact with anyone.

Expert:  Dan replied 3 months ago.

Do you have any antivirus software running, and what is the make and model of your computer?

Customer: replied 3 months ago.
Lenovo laptop ideals S405
As far as antivirus software, whatever I had I think was a fraud from Deep Global Network who has reeked havoc on me since last year.
Expert:  Dan replied 3 months ago.

Okay thank you. Let's see if you can start in safe mode. Restart the computer and as soon as screen powers on, press F8 continuously until you get to the Advanced Boot Options menu. Let me know if you get there.

Customer: replied 3 months ago.
It says preparing automatic repair
Customer: replied 3 months ago.
Then option to restart or advanced options
Expert:  Dan replied 3 months ago.

Go to advanced options.

Customer: replied 3 months ago.
Done
Expert:  Dan replied 3 months ago.

Do you see safe mode with networking?

Customer: replied 3 months ago.
Now continue, use device, troubleshoot or turn off
Expert:  Dan replied 3 months ago.

Look under troubleshoot and let me know what you see please.

Customer: replied 3 months ago.
Options are: System restore, system image recovery, start up repair, command prompt, uefi firmware settings, startup settings
Expert:  Dan replied 3 months ago.

System restore is what we want to try first. Choose that and let me know if there are any options.

Customer: replied 3 months ago.
It says you need to sign in as an admin, but there aren't any admin accounts on this pc
Expert:  Dan replied 3 months ago.

It won't let you go any farther than that?

Customer: replied 3 months ago.
At bottom "forgot it is or don't see it acct?"
Customer: replied 3 months ago.
Forgot ur pw...
Expert:  Dan replied 3 months ago.

So you don't remember your password, is that what you are trying to say?

Expert:  Dan replied 3 months ago.

Actually, you are the administrator of the computer, but I am betting you never set a password?

Customer: replied 3 months ago.
Exactly,
Customer: replied 3 months ago.
I'm reading now that I can restart to try signing in to Windows to manage my user accts
Customer: replied 3 months ago.
Should I do that?
Expert:  Dan replied 3 months ago.

Well you can start over to come back to the repair option then do an image recovery, but that will take the computer back to when it was new and you will loose any saved files you have. Don't restart it or the virus will take over again.

Expert:  Dan replied 3 months ago.

What I mean is, stay out of Windows for now.

Customer: replied 3 months ago.
I have an 8 page doc I was about to turn in for work. If I lose that... :(:(:( it's not backed up anywhere. :(
Customer: replied 3 months ago.
What next?
Expert:  Dan replied 3 months ago.

Okay then follow the instructions above and lets try to get you into safe mode.

Expert:  Dan replied 3 months ago.

You should see advanced boot options if you find the right menu.

Customer: replied 3 months ago.
It seems like this wud be easier over,the phone. I give you permission to call me if you are allowed. (###) ###-####
Expert:  Dan replied 3 months ago.

My apologies, but I am unable to contact you by phone at this time.

Customer: replied 3 months ago.
I don't see an advanced boot option. But in startup settings, it gives option to restart to change Windows options such as: enable debugging mode, boot logging, safe mode,low resolution video mode, disable early launch anti-malware, driver signature enforcement, auto restart on system failure
Expert:  Dan replied 3 months ago.

Safe mode is what we want. Is there a safe mode with networking?

Customer: replied 3 months ago.
The only options that don't just say they need an admin are Urdu firmware and the startup settings
Customer: replied 3 months ago.
Uefi
Customer: replied 3 months ago.
I'm trying to get my cc to go thru so u can access remotely
Expert:  Dan replied 3 months ago.

I wouldn't be able to remote into your computer if it is unable to start normally due to the virus.

Customer: replied 3 months ago.
Oh makes sense. What now?
Expert:  Dan replied 3 months ago.

What are you chatting with me from?

Expert:  Dan replied 3 months ago.

Are you using another computer?

Customer: replied 3 months ago.
I went back to the original options right after the F8, there are: continue (exit and continue to Windows 8.1), use a device, troubleshoot (which we tried) and turn off pc
Customer: replied 3 months ago.
I'm using my android phone to communicate w you. I also have an iPad available.
Expert:  Dan replied 3 months ago.

I thought you were on Windows 7?

Customer: replied 3 months ago.
I thought so too! We've had this computer forever, but I guess,its an 8.1
Expert:  Dan replied 3 months ago.

Well that will make a big difference when trying to get to safe mode!

Customer: replied 3 months ago.
My apologies!
Expert:  Dan replied 3 months ago.

Try this but it may not work. Try the above instructions to boot into safe mode, but this time hold down the shift key while you are tapping the F8 key.

Customer: replied 3 months ago.
Above instructions meaning, "reset and then push f8 and shift at same time?" also do I need to push ctrl + f8 + shift?
Also, does it matter under which option I push reset?
Expert:  Dan replied 3 months ago.

Restart the computer and as soon as screen powers on, press and hold the shift key and press F8 continuously until you get to the Advanced Boot Options menu, or something similar.

Expert:  Dan replied 3 months ago.

Also if this doesn't work, can you get access to another computer?

Customer: replied 3 months ago.
Ok, I restarted, pushed shift + ctrl + f8. The startup password ***** box came up. Back to the beginning
Customer: replied 3 months ago.
I have access to an ipad
Customer: replied 3 months ago.
Can i try again? Just shift + f8. No ctrl?
Expert:  Dan replied 3 months ago.

Well I was afraid that wouldn't work. What you are going to need to do, if you want to save your documents, is download a bootable antivirus program. That will require another computer. Go ahead, no ctrl.

Customer: replied 3 months ago.
Trying the shift+f8. Nothing happening
Expert:  Dan replied 3 months ago.

Not surprising. Will you be able to access another computer at some time?

Customer: replied 3 months ago.
Oh no! I kept the 2 down, the screen eventually put 'preparing automatic repair' then it went black and turned off
Expert:  Dan replied 3 months ago.

I doubt that will do anything. Whatever you do, don't try to start the computer normally. It's no telling what the virus can due to your files.

Customer: replied 3 months ago.
Should I still download that file on another computer?
Expert:  Dan replied 3 months ago.

If you can access another computer, can you contact me then? If so, I can give you the link to download the software you will need.

Customer: replied 3 months ago.
How will I ultimately share that download with the virus computer Wo contaminating the clean computer? Memory stick?
Expert:  Dan replied 3 months ago.

When you have access to the other computer, you will download the software and burn it to a CD. You will then boot the infected computer from the CD so that it can scan and remove the virus.

Customer: replied 3 months ago.
I don't have a c.d drive or a c.d. working only with memory sticks
Expert:  Dan replied 3 months ago.

It can be installed on a USB drive as well.

Expert:  Dan replied 3 months ago.

I will be going off line shortly. Can you contact me when you are able to proceed?

Customer: replied 3 months ago.
Please send me the link for the software.
Expert:  Dan replied 3 months ago.

http://www.avg.com/us-en/download.prd-arl

Expert:  Dan replied 3 months ago.

I will be going off line for the day, but if you should have further questions, please post them here and I will respond as soon as I return.

Customer: replied 3 months ago.
Dan, thank you for your support. Even tho the prob didn't get fixed, I appreciate your knowledge and communication. I'll probably take,it to a computer store tomorrow 1st thing.
Expert:  Dan replied 3 months ago.

I am available if you still need my assistance. Please let me know.