Hello, thank you for using Howly.
Please, tell me what did they say to you.
Computer locked because I'd picked up a virus
What troubleshooting have you done so far?
I gave them control of the compueter and they installed sofware
Did you try to reload your computer?
No , think I may have
Are they still having control of your computer?
Can you tell me what can you see when you try to get access to your computer?
I have now turned of teh lap top and am speaking to you from my desktop
Please, provide me with the model of your laptop and the operating system that it runs.
Lennova Windows 11?
Okay, thank you!
Please, turn on your laptop and tell me what can you see on the screen.
screen picture with time and date
also wifi symbol at bottom right
Please, check all of the information on the laptop. Your documents, pictures, etc.
loging in now
Now, please, turn off the Wi-Fi on the laptop.
Just click on the Wi-Fi icon and click on DISCONNECT.
Now, please, tap on the Windows icon and open the settings.
There you can find the ACCOUNT. Please, open it.
done in settings
Is there your email under the account?
Please, tell me what can you see there.
Can you take a picture of the screen and send it to me from your email?
Please, send it to email@example.com
did you get it
Yes, thank you!
The best way to solve this issue is to do a system refresh. No need to backup data as this keeps your personal files but it will remove all non-preinstalled apps that came with Windows.
To do so, go to Settings > Systems > Recovery, and choose the "reset this PC" option, and then choose the option that keeps your personal files.
will I do it?
it says keep or remove files?
Keep the files. It will save all f the files you have on your laptop.
curent settings or change settings
Current settings, please.
do I have to have the internet on?
Yes, please, let it be turned on.
it won't let me select current settings?
Can you send me a screenshot, please?
did you get it?
Please, click on NEXT.
have to plug in
What can you see now on your screen?
getting things ready ....this wont take long
now ready to reset
Your laptop will reload after the recovery.
Yes, please. Now reset your laptop.
After resetting reload your laptop if needed.
will it then be safe to use?
bit late and am tired
I need to ask you not to share your personal info with anybody.
To ensure your safety, it’s considered best to have a powerful Antivirus tool.
son is buying me a new laptop . maybe good to have one of your people to set it up
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Have a great one!
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