Environment
Web
Issue
While browsing online a pop-up/alert suddenly appears indicating the computer/device has been infected or that a threat has been detected. The pop-up/alert instructs the user to call Windows technical support using a provided phone number. It may also instruct the user to not shut down/restart the computer/device. The language and appearance of the pop-up/alert will suggest a high level of urgency.
Resolution
- Do not call the provided phone number
- Avoid interacting with the pop-up/alert directly (don't click any of the options or links)
- If the mouse/cursor appears to be locked in place, press the ESC key on the keyboard to unlock the mouse/cursor
- Hover over the icon for the browser and close the window or right-click on the browser icon and select the option to Close all windows (or Quit on Macs)
- If the mouse/cursor remains locked or the browser is not closing, force shutdown/restart the device by holding the power button down
Note: If you allowed remote control to a U-M owned computer, please report the incident to security@umich.edu or contact the ITS Service Center.
Additional Information
Microsoft Resource on Tech Support Scams
Safe Computing has the following resources about staying safe online:
Need additional information or assistance? Contact the ITS Service Center.