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I have Edge, and it says my computer is locked. I'm getting…

I have Edge, and...

I have Edge, and it says my computer is locked. I'm getting a critical alert from Microsoft that my computer is infected by a virus or spyware, error #268D3, the phone number they give is(###) ###-#### Should I trust this?

Technician's Assistant: Just to clarify, what's the exact model of your computer? And what operating system are you running?

Lenovo H50-05, Windows 8

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

No, any updates would be installed automatically through Lenovo or McAffee.

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Answered in 5 minutes by:
11/17/2017
Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 41,216
Experience: Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.
Verified

Hi,
I'm sorry about the issue. That is a fake message. It is a scam, please do not call that number, and do not follow any instruction in it.
Please reply at the box below. Thank you,

Ask Your Own Computer Question

Does this popup message still occur if you shut down / restart the computer?

Or does this issue only occur when you open the Internet? etc.?

Is the internet currently working on your computer?

Please type at the box below, then click on the Send button below to communicate with me, so I can help. Thank you.

Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 41,216
Experience: Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.
Verified
Viet - Computer Tech and 87 other Computer Specialists are ready to help you
Ask your own question now
Customer reply replied 9 months ago
It only happens when I try to get on the internet. I use Edge. In order to communicate with you, I'm using Google Chrome.

Thank you. On your computer, please click on the website below in order to connect with me remotely, then I can help you directly:

http://www.justanswer.com/remotedesktop/join.aspx?Session=89ee3432-a5a8-45f3-be62-65f19caff9b3
, then allow the Elsinore.ScreenConnect program to download/run/open when prompted at the bottom.
Note: If it does not connect within 5 minutes, then please reply at the box below and let me know. Thank you,

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Fix for future:

  1. Close all programs if possible.
  2. Disconnect the power cord(s) from your internet modem / router device(s) for now.
  3. Shut down your computer.
    ; (Note: If it does not let you shut down your computer, then press and hold the Power on / off button on your computer for about 10 seconds, then it should power off.)
  4. Turn your computer back on.
  5. Open the Edge program (and/or any internet browser that has problem) on your computer.
    - It should display connection error or something similar.
  6. Close all the Internet pages / tabs / windows.
  7. Re-connect the power cord(s) to your internet modem / router device(s).
  8. Wait a few minutes.
  9. Open the Internet on your computer, and if prompted to restore, do not restore, but cancel / close it.
  10. Then the fake popup message should be gone now.
Ask Your Own Computer Question

I have resolved the issue via remote support. If you need help with anything else, please come back any time. Thank you very much.

Ask Your Own Computer Question
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Satisfied Customers: 41,216
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Experience: Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.

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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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