“Your PC is Infected!” The Tech Support Scam Explained

You’re Browse the web when a pop-up appears, flashing a dire warning: “Your computer is infected! Call this number immediately for Microsoft support.” The message is urgent, the sound is alarming, and your first instinct is to panic. This is the classic setup for a tech support scam, a form of fraud that has been refined by criminals to be more convincing and aggressive than ever before. While it may seem like a problem from a different era of the internet, these scams are causing billions in losses, especially among vulnerable populations. Understanding their new tactics is your best defense.

How the Tech Support Scam Works

The scam has evolved from a simple phone call into a sophisticated, multi-stage attack.

1. Initial Contact: The scammer initiates contact in one of three ways:
   • Fake Pop-up: You encounter a malicious pop-up that mimics a real security alert from companies like Microsoft or Apple. It freezes your browser and provides a phone number to call for “help.”
   • Cold Call: You receive an unsolicited phone call from someone pretending to be a technician from a major tech company, claiming they have detected a virus on your computer.
   • Phishing Email: You get a fake email that looks like an official alert, warning you of a security issue and asking you to call a support hotline.
2. The Deceptive Diagnosis: Once you call the number, a scammer, often working from a professional-looking call center, walks you through a series of fake diagnostic steps. They might ask you to open system tools like the Event Viewer and misinterpret normal messages as signs of a severe virus. Expert Insight: I’ve seen scammers on a live feed misinterpret a benign message in the Windows Event Viewer as a critical virus, using scary technical jargon to make their lie sound convincing. Never believe a diagnosis from an unsolicited call or pop-up.
3. The Remote Access: The scammer will then pressure you to download software that gives them remote access to your computer. Once inside, they can install malware, steal your personal files, and lock you out of your own device.
4. The Fraudulent Goal: The scammer will then demand payment for the “fix.” They prefer non-traceable methods like gift cards, wire transfers, or cryptocurrency. After you pay, they may disappear, or they may continue to contact you for more money, claiming new problems have been found. Analogy: Giving a scammer remote access to your computer is like handing a stranger a key to your house. Not only can they take anything they want, but they can also change the locks and block you from getting back in.

7 Red Flags of a Tech Support Scam

1. Unsolicited Contact. Legitimate tech companies will not cold-call you or send you unsolicited messages to tell you there’s a problem with your computer.
2. A Pop-up Warning with a Phone Number. Real security warnings from Microsoft or Apple will never include a phone number for you to call.
3. Pressure to Act Immediately. The scammer will use high-pressure tactics to make you believe the problem is urgent and must be fixed right away, giving you no time to think or verify.
4. A Demand for Remote Access. While real tech support sometimes uses remote access, they will never demand it on an unsolicited call.
5. Requests for Unusual Payment Methods. Legitimate companies will not ask you to pay for services with gift cards, cryptocurrency, or wire transfers. The FTC has issued a clear guide on how to spot a tech support scam, warning that scammers ask for payment using gift cards or by wiring money, which is difficult to trace and reverse. https://consumer.ftc.gov/articles/how-spot-avoid-and-report-tech-support-scams
6. Claims of Nonexistent Problems. The scammer will use jargon and misinterpret normal system logs to convince you of a problem that doesn’t exist.
7. Odd, Unprofessional Behavior. The caller may have a thick accent, use strange grammar, or become aggressive if you question their legitimacy.

What to Do Immediately If You’re Targeted

1. Hang up the phone or close the pop-up immediately. Do not engage with the scammer.
2. Restart your computer in Safe Mode. This can prevent any malware from running.
3. Run a full scan with your antivirus software. This will detect and remove any malicious software that may have been installed.
4. Disconnect from the internet. If you gave the scammer remote access, unplug your computer from the internet immediately to cut them off.
5. Report the scam. Report the incident to the FTC at ReportFraud.ftc.gov and to your local law enforcement.

Prevention: How to Protect Yourself and Your Family

• Be Skeptical. Assume any unsolicited call or message about a computer problem is a scam until proven otherwise.
• Use Strong Antivirus Software. Keep your security software up-to-date and run regular scans.
• Never Give Remote Access. Never give remote access to your computer to anyone who contacts you unexpectedly.
• Know Your Company’s Real Contact Info. If you suspect a problem, look up the official contact information for the company yourself, and call them directly. Expert Insight: Always use a different device to verify the situation. If a scammer calls on your computer, use your phone to call a trusted friend or the official company support number. This simple step can break the scammer’s isolation tactic.