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We got a pop-up message that says we have

Customer Question
We got a pop-up...

We got a pop-up message that says we have RDN/Trojan.worm!55BCC7450054

Technician's Assistant: What kind of computer do you have?

Dell, Windows 10, 62 bit

Technician's Assistant: Have you installed any updates recently?

No

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

No, we just need to make sure we don't have a virus, and need to know how to get this virus alert window to close. I ran a McAfee quick scan, and it said nothing was detected.

Submitted: 8 months ago.Category: Computer
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Answered in 2 minutes by:
9/10/2017
Tech Support Specialist: Dan, Computer Support Specialist replied 8 months ago
Dan
Dan, Computer Support Specialist
Category: Computer
Satisfied Customers: 2,423
Experience: 25 Years working with computer troubleshooting and networking. Comp TIA A-Plus Certified.
Verified

Hello and welcome to JustAnswer, I look forward to assisting you today. This is most likely malware and is being used to scare you into clicking on a link to have it removed. Is there a link or contact information associated with the popup?

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Customer reply replied 8 months ago
they gave a phone number,(###) ###-#### and then wanted my husband to click somethings to download something from them. He hung up, and we cannot get the box to close.
Tech Support Specialist: Dan, Computer Support Specialist replied 8 months ago

Is this the computer you are chatting with me from?

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Customer reply replied 8 months ago
this is the computer.
Customer reply replied 8 months ago
Is there anything I can do without remote access?
Tech Support Specialist: Dan, Computer Support Specialist replied 8 months ago

Yes we can give it a try.

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Tech Support Specialist: Dan, Computer Support Specialist replied 8 months ago

Click on this LINK then click on the green download button. Install this program and let is scan your computer and delete everything it finds.

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Tech Support Specialist: Dan, Computer Support Specialist replied 8 months ago

Let me know how you come out please.

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Tech Support Specialist: Dan, Computer Support Specialist replied 8 months ago

If you found my assistance helpful, please remember to rate my service. Have a nice day!

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Dan
Dan
Dan, Computer Support Specialist
Category: Computer
Satisfied Customers: 2,423
2,423 Satisfied Customers
Experience: 25 Years working with computer troubleshooting and networking. Comp TIA A-Plus Certified.

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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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