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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: 11 months ago.Category: Computer
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Answered in 2 minutes by:
9/10/2017
Tech Support Specialist: Dan, Computer Support Specialist replied 11 months ago
Dan
Dan, Computer Support Specialist
Category: Computer
Satisfied Customers: 2,609
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 11 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 11 months ago

Is this the computer you are chatting with me from?

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Customer reply replied 11 months ago
this is the computer.
Customer reply replied 11 months ago
Is there anything I can do without remote access?
Tech Support Specialist: Dan, Computer Support Specialist replied 11 months ago

Yes we can give it a try.

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Tech Support Specialist: Dan, Computer Support Specialist replied 11 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 11 months ago

Let me know how you come out please.

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Tech Support Specialist: Dan, Computer Support Specialist replied 11 months ago

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

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Dan
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Dan, Computer Support Specialist
Category: Computer
Satisfied Customers: 2,609
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Experience: 25 Years working with computer troubleshooting and networking. Comp TIA A-Plus Certified.

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