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Remove Fake pop-up or tech support scam messages that warn the computer is infected

What are Fake Pop-up or Tech Support Scam?

A fake pop-up or a tech support scam is a form of Internet fraud that is currently gaining momentum on the Internet. The scam implements social engineering and fear tactics in order to get the victim to take the bait. Some fraudulent companies use fake pop-up warnings that claim your computer is infected with a virus. These Pop-ups are made to look like a Norton virus scan alert or other types of legitimate security warning.

How to identify and avoid Fake Pop-Up and Tech Support Scams?

  • Examine the message closely; look for obvious signs of fraud such as poor spelling, unprofessional imagery, and bad grammar.

  • Do an Internet search for the phone number that is listed in the pop up to verify its legitimacy.

  • You will never receive an unsolicited call from Norton Support to fix issues with your computer. You will only receive a call if you have requested for it.


Run Full System Scan

    Perform a scan with your Norton product to detect and resolve the changes that were made or misleading application installed by the Fake pop-up and tech support scams.

  1. Start Norton.

    If you see the My Norton window, next to Device Security, click Open.

  2. In the main window, double-click Security, and then click LiveUpdate.

  3. When Norton LiveUpdate is finished, click OK.

  4. Run LiveUpdate until you see the message, "Your Norton product has the latest protection updates."

  5. Exit all programs, and restart the computer.


Run the Norton Power Eraser scan

  1. Download Norton Power Eraser.

  2. Click Save.

  3. Select the location as Desktop, and then click Save.

  4. To run Norton Power Eraser, double click the NPE.exe file.

    If the User Account Control window prompts, click Yes or Continue.

  5. Read the license agreement, and click Accept.

  6. In the Norton Power Eraser window, click the Scan for Risks icon.

  7. By default, Norton Power Eraser performs a Rootkit scan and requires a system restart. When you see a prompt to restart the computer, click Restart. If you do not want to include the Rootkit scan, go to Settings, and uncheck the option Include Rootkit scan (Requires a system restart).

  8. After the computer is restarted, the scan starts automatically. Follow the on-screen instructions.


Scan and remove misleading application with Norton Power Eraser

  1. In the Norton Power Eraser window, click the Unwanted Application Scan icon.

    When Norton Power Eraser completes the scan, the results are displayed in the Unwanted Apps Scan Complete window.

  2. In the Unwanted Apps Scan Complete window, next to the unwanted application or toolbar, click Uninstall.

  3. Follow the on-screen instructions.

  4. When the uninstall completes, restart the computer.


Check for incorrect DNS settings

  1. Press the Windows + R keys to open the Run dialog box.

  2. Type in the following text, and then press Enter.


  3. Click the Network and Internet icon, and then click Network and Sharing Center. In the left pane, click Change adapter settings.

    On Windows XP: Double-click the Network Connections icon.

  4. Right-click the network adapter that is currently active, and then click Properties.

    If the User Account Control prompt appears, click Yes or Continue.

  5. In the Network Connection Properties window, under "This connection uses the following items", click Internet Protocol (TCP/IP) or Internet Protocol Version 4 (TCP/IPv4).

  6. Click Properties.

  7. In the Internet Protocol (TCP/IP) Properties window, on the General tab, check the DNS server settings.

    • If Use the following DNS server addresses radio button is selected, check the server addresses. Make sure that the DNS server addresses displayed are the same that are provided to you by your Internet service provider or your network administrator.

    • If the DNS server address starts with 85.255.11x.x, then it is more likely that the DNS cache has been poisoned as the result of a Pharming attack.


Backup bookmarks and favorites

    Take a backup of your bookmarks and favorites before resetting the browser settings.

  • Depending on your browser, do one of the following:

    • For Microsoft Internet Explorer: Click File and select Import and export. Select Export to a file, and click Next. Select Favorites, and click Next. Select the Favorites folder, and click Next. Click Browse to select a location to export the file, and click Export.

    • For Microsoft Edge: On the top-right corner, click the More icon, and select Settings. Under Import favorites and other info, click Import from another browser. Under Import or export a file, click Export to file. Select a location to export the file, and click Save.

    • For Google Chrome: On the top-right corner, click Customize and control Google Chrome icon, and click Bookmarks and then Bookmark manager. In the Bookmark Manager page, click on Organize and select Export bookmarks to HTML file. Select a location to export the file, and click Save.

    • For Mozilla Firefox: Click the Show your bookmarks icon and select Show All Bookmarks. In the Library window, click Import and Backup, and select Export Bookmarks to HTML. Select a location to export the file, and click Save.


Reset browser settings

  • Scammers generally install a new toolbar in your browsers and change your default search engine setting to a third-party search engine. Reset the browser settings to completely remove the unwanted toolbars and search engines.

    Depending on your browser, do one of the following:

How to get official Norton Support?

Official Norton Support is always free to current subscribers.

Many Norton users have shared their experience on our community forum. See posts from users about technical support scams on Norton Community.

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DOCID: v122764455
Operating System: Windows
Last modified: 06/28/2020