SOLVED Computer has been blocked, contact microsoft customer support 'scam' help!

[Lucas Shaw]

I was surfing the web when a message came up saying 'Your computer has been blocked, please contact microsoft customer support' I didn't get to read it all as I knew immediately this was a scam and I tried to restart my computer. Now I am locked out of it. This is a new computer I got two days ago and I do not have anitivirus software. Please help!

 

[Trouble]

Now I am locked out of it.

You're probably correct, it is a scam generally when you see such things within a browser Window.
When you say "locked out" what does that mean?
Can you get to the sign-in screen? Does your desktop load?

 

[Lucas Shaw]

No I cannot get into the sign in screen. My desktop does load but I can't do anything.

 

[Trouble]

IF you use the Ctrl + Alt + Delete keyboard combination does it produce anything?

 

[Lucas Shaw]

Yes, it shows my login screen thingy, but my screen goes black immediately like it's restarting and then I'm back to the lock screen. I don't know how to explain very because I am not a 'techy' person. I'm sorry. The only things I see on my screen are the date and time, the wifi icon on the bottom right and if I click on that, the same thing happens.

 

[Lucas Shaw]

I've had a virus befoe where I was locked in my browser on my andrid tablet. I performed a full factory reset in safe mode to remove the virus. I don't know if I can solve my problem on my laptop the same way, and all the methods of booting into safe mode on windows 10 will jot work for me because I cannot get to my home screen.

 

[Trouble]

There should also be a power ICON on the sign-in screen can you hold the shift key on your keyboard and use that to select restart while holding the shift key?
If so... you should get a screen that says restart and then you should get the option to select safe mode

 

[Lucas Shaw]

No, that's the screen I can't get to. Is there any way I can show you where I am at? All of what I can do and what happens?

 

[Trouble]

No, that's the screen I can't get to. Is there any way I can show you where I am at? All of what I can do and what happens?

Probably not, unless you use a GoPro or something to make a home movie.
I would suggest that you acquire the installation media.

The installation media can be obtained through either of these two resources.

https://www.microsoft.com/en-us/software-download/techbench
OR
http://www.microsoft.com/en-us/software-download/windows10

Once you have the ISO, you can use ImgBurn to burn it to a DVD or Rufus to burn it to a USB ThumbDrive, either of which you can use to boot your computer.

When you've managed to boot from the installation media you need to click the Repair Your PC link on the second page after the Choose a Language and Keyboard layout page.
That should get you to the Advanced Troubleshooting options.
From there you should see

Try startup settings and see if that will get you into safe mode.
IF not, maybe give System Restore a try and see if going back to a point in time prior to this problem first occurring might help.

 

[Lucas Shaw]

You know I can't get into my computer right? I am stuck. I can't get to my own home screen. Blocked. 100% locked. I am unable to do anything. When I go to my sign in screen to type in my password my screen goes black and I am right back to where I was. How am I supposed to perform those things listed above if I cannot use my computer? This really is horrible. Please help me find a valid solution for my current situation.

 

[Trouble]

Sorry....
I was assuming that you might have an additional resource (second computer) from which you could perform the above tasks in obtaining the installation media.
A friend, neighbor, family member perhaps.
My apologies.
Without that as an option, the only other thing I might suggest is to physically, manually interrupt the boot process while it was at the lock screen or while Windows was loading.
After a couple / three times, Windows is suppose to fault over to the advanced options screen.

 

[Lucas Shaw]

Okay. I will keep that in mind, but I do not have access to another computer right now. So can you tell me how to manually interrupt the boot process?

 

[Trouble]

By holding the power button until all the light go off completely it might take ten seconds or more, or.....
If it's a desktop just pull the power cord from the PSU or the wall.
As I said, it can take a few times before it faults over to the advanced options screen.

 

[Lucas Shaw]

All the lights go off immediately. As soon as I press it, and I am holding it in. When I turn it back on doing what you said I am right back to where I am. :/ also I am sorry for my lack of knowledge of computers if I am frustrating you with it.

 

[Lucas Shaw]

HEY WOAH I GOT TO MY LOGIN SCREEN! I clicked on the power icon and hit restart, not thinking out of.. excitement? I don't know. Something new happened and it feels like progress so uhm yeah. So when I get to my login screen what do I click ?

 

[Trouble]

No sure, but if it was me I would probably go with a restart while holding the shift key on my keyboard from the power icon on the signin screen.
I'd then go to safe mode with networking and then I would do some scanning for malware.

 

[Trouble]

These are the programs I use to generally delouse a computer with virus and or malware issues.
ADWcleaner from here http://www.bleepingcomputer.com/download/adwcleaner/dl/125/
JRT (Junkware Removal Tool) from here http://www.bleepingcomputer.com/download/junkware-removal-tool/dl/131/
RogueKiller from here http://www.bleepingcomputer.com/download/roguekiller/
Norton Power Eraser from here https://security.symantec.com/nbrt/npe.aspx
Malwarebytes from here http://www.malwarebytes.org/mwb-download/confirm/
SuperAntiSpyware from here http://www.superantispyware.com/downloadfile.html?productid=SUPERANTISPYWAREFREE
Ccleaner from here http://www.piriform.com/ccleaner/download/standard
TFC.exe (Temporary Files Cleaner) from here http://www.geekstogo.com/forum/files/file/187-tfc-temp-file-cleaner-by-oldtimer/
ESET Online Scanner from here http://www.eset.com/us/online-scanner/

Eset online scanner is a bit different than the others in that you need to either use
IE or download and run their smart installer if you're using another browser. Then tick
the radio button that says "Enable detection of potentiall unwanted application"
Then click the link that says "Advanced settings", then check all the boxes except the
one that mentions "Use custom proxy settings", unless of course you're using a Proxy
Server. Then just click "Start", it will do a thorough system scan so it takes a long
time.

I don't check the links above everyday, so if you have any problem with any one of them then just Google for the program name but use the site names that I have recommended since I'm relatively certain they are free of extraneous garbage.

 

[Lucas Shaw]

Okay. I am doing this now. Thank you so much you have been very helpful.

 

[Trouble]

Good luck and keep us posted as to how things progress.

 

[Lucas Shaw]

So, my computer crashed when I went to my browser to look up one of the things you've listed above to 'delouse my computer' and now when I go to my sign in screen, put in my password, I get a back screen as soon as I hit enter. I can move my cursor but it's just a black screen. -.-