Laptop locked by virus!

Viruses & Threats
4

George,

Sorry to hear about the situation.

Could you tell me if you have tried Rebooting the computer in Safe Mode? Here is an article with the steps to Reboot in Safe Mode: http://support.avg.com/SupportArticleView?urlname=How-to-reboot-your-computer-into-Safe-Mode

Could you also tell me how exactly is the computer locked? Please provide me a screenshot of the any lock message if available. Here is a link with the steps to create a screenshot: http://avgclick.me/getscreenshot . You can post the screenshot here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.

1

Hello

My mum got caught with the well known scam which is a pop-up that tells you Widows has found a virus/threat that is stealing your financial information and/or destroying your computer, etc, etc… It then asks you to call a number for help 08000465039 (we're in the UK) She panicked and called the number and spoke to a very helpful female who asked her to click on a thing or two (she can't remember what she did) which locked her laptop, the female then started talking about a fee to remove the virus that had caused the lockdown, very fortunately my mum smelt a rat at this point and ended the call, but her computer is locked and unresponsive, Can anyone out there help with this please?

2

Hi Akash, thanks for the reply.

When the laptop is started screen brightness is about 25%, internet connection and sound are disabled, can't do a system restore or open anything including AVG, there is no message on screen. I can start in safe mode, can I do anything there? 

The machine is running Windows 7 BTW.

Thanks,

George

3

George,

Sorry to hear about the situation.

Could you tell me if you have tried Rebooting the computer in Safe Mode? Here is an article with the steps to Reboot in Safe Mode: http://support.avg.com/SupportArticleView?urlname=How-to-reboot-your-computer-into-Safe-Mode

Could you also tell me how exactly is the computer locked? Please provide me a screenshot of the any lock message if available. Here is a link with the steps to create a screenshot: http://avgclick.me/getscreenshot . You can post the screenshot here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.