I have a question about Windows 11. My sister had 2 screens pop up on her computer screen saying her IP address was used by unauthorized user so her computer is locked up...said something about Trojan Spyware and she is denied (blocked) access to her computer for security reasons and to contact Microsoft at this number - 1-877-421-3366. It also told her not to shut off the computer.

What should she do?

Gerry

TURN OFF HER COMPUTER IMMEDIATELY! Do a hard shutdown if necessary by pressing and holding the power button until it shuts down.

This is malware - particularly bad malware.

I told her to do shut it down. Apparently she did that earlier and then turned it back on and the same 2 screens were still there. She just shut it off again. I told her not to turn it back on. How will she get rid of it?

How did she turn it off? Through the Windows power button or with a hard shutdown?

If she turns it back on, is she able to exit out of the screen with the "x" at the upper right?

Is she able to access her anti-virus to run a scan?

Any luck yet?

I will tell her to run anti-virus scan. Thanks.

Gerry

She used the Windows button...held it longer to shut off and that worked. She is now running a full antivirus scan.

Thank you again for your help Draclvr. We couldn't have done it without you.

I have an Apple computer and haven't used a Windows computer in years except for my old gaming computer with Windows 98 so I had no idea how to help.

Gerry

I meant to hold down the physical on/off button on the computer, but whatever works. She should also run a scan with Malwarebytes. Hopefully, the scans won't find anything. I've had these things pop up too - we call them "drive bys." If she can remember what website she may have been at, make sure to avoid it from now on.

I knew Draclvr would find a solution for you, good luck for your sister Kaki's Sister, and I am really happy that your Sister did not fall for calling that Scam phone number supplied with the warning page.
Take care

Draclvr it I meant the on/offbutton...sorry. Thanks Starcom Draclvr saved the day!

OK! Just making sure! I've had to go rescue a couple of computers from people who actually called the number. One lady actually got far enough to let the individual install software on her computer so the scammer could "fix" it for her. Team Viewer is perfectly legit software which I have used in the past to work on computers remotely, but there is no telling what the scammer would have done if she had gone far enough to send him the access code. Fortunately, she hung up the phone when she got suspicious and called me. One guy - who is pushing 90 - hung up the phone when he was asked to provide his checking account number! And I have warned everyone to NEVER call these numbers... but warning sound so ominous, they panicked.