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Eng. Andres
Eng. Andres, Engineer
Category: Electronics
Satisfied Customers: 68
Experience:  Electronic Eng. Electronics Specialist. Circuit designer
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Unable to use computer due to a virus which has locked us out

Customer Question

unable to use computer due to a virus which has locked us out of everything except chrome.had a alert message come up phoned a number that wanted our bank details is this solvable
Submitted: 1 year ago.
Category: Electronics
Expert:  nathan_mills replied 1 year ago.
Hi. Welcome to justanswer.Don't click on any link and don't give your bank details to anybody.Have you tried restarting the computer?
Customer: replied 1 year ago.
yes
Expert:  nathan_mills replied 1 year ago.
When you are clicking on My Computer or any other folder in your computer, are you getting any specific message? Do you have antivirus installed in your system?
Customer: replied 1 year ago.
Cannot get my computer up and yes we have mcaffee
Expert:  nathan_mills replied 1 year ago.
Are you able to boot your computer?
Customer: replied 1 year ago.
No
Expert:  nathan_mills replied 1 year ago.
Is your system getting power? When you start your computer, do you reach any Windows logo screen?
Customer: replied 1 year ago.
No only a chrome icon
Expert:  nathan_mills replied 1 year ago.
Which operating system do you have in your computer? Windows 10?
Customer: replied 1 year ago.
Yes we do
Expert:  nathan_mills replied 1 year ago.
Have you tried scanning your system with McAfee antivirus?
Customer: replied 1 year ago.
Tried cannot get into it
Expert:  nathan_mills replied 1 year ago.
Download MICROSOFT SAFETY SCANNER and scan your system with it. CLICK HERE TO DOWNLOAD
Customer: replied 1 year ago.
We are currently scanning est time 2 hours
Expert:  nathan_mills replied 1 year ago.
Okay. Let it completely scan your system. Reply once it is done.
Customer: replied 1 year ago.
Scanning ended no issues found and no viruses as reported on screen
Expert:  nathan_mills replied 1 year ago.
Restart your system and then check. Are you able to access your computer.
Customer: replied 1 year ago.
Only way we could reboot as computer would not turn of was take out battery then replace start button password ***** has gone back with just chrome icon on
Expert:  Richard replied 1 year ago.
Hi there an welcomeNew expert here.So this message comes up the moment the computer starts correct?
Customer: replied 1 year ago.
Yes we can't get Windows 10 only a chrome icon
Expert:  Richard replied 1 year ago.
ThanksCan you press the windows key + R and type in Msconfig and press enterCan you get this to come up?