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

The first step to take if you encounter a fake virus alert is to close your browser. Try to close your browser normally by clicking the X in the top-right corner. You can use the alternative methods below:
Windows:

1. Use the Windows keyboard shortcuts Ctrl + Shift + Q, or Alt + F4 + Q.
2. If that doesn’t work, press Ctrl+Alt+Delete to open your Task Manager. Find your web browser among the running processes, and click End Task to force it to close.

MacOS:

1. Use the Command + Q shortcut to close the browser.
2. If that does not work, click on the Apple menu  in the corner of your screen and select Force Quit.
3. Select your web browser and click on the Force Quit button.

If you accidentally visited an unsecure site, it could have left you vulnerable to a drive-by download capable of installing malicious software and programs that could be creating the fake virus alerts. If so, you’ll need to find and remove any suspicious apps and/or extensions you don’t recognize. 
Putting them in the trash and emptying your folder should be sufficient. But if they’re stubborn and won’t delete, you can skip step three and simply perform a factory reset. This removes any nonessential apps and software from your computer.

If you search through your computer and can’t find any suspicious files, you should consider downloading antivirus software — that is if you don’t have it already. You can use the software to scan your computer for malware that may be hiding itself. And if the scan does discover a threat, it can work to remove it and protect your device from any further damage.

Download Norton Power Eraser and run a scan

1. Depending on your version of Windows, download one of the following: 
   • On 64-bit Windows: Norton Power Eraser
   • On 32-bit Windows: Norton Power Eraser

2. Press Ctrl + J key, to open the Downloads window in your browser, and double-click the NPE.exe file.

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

3. Read the license agreement and click Agree.

   If you have already accepted the license agreement, you will not be prompted again.

   Norton Power Eraser checks for and automatically downloads the new version if available.

4. In the Norton Power Eraser window, select Full System Scan, and click Run Now.

5. If you want to include the Rootkit scan, click Settings, and under Scan and Log Settings, toggle the option Include Rootkit scan (requires a computer restart) and click Apply.

6. When you see a prompt to restart the computer, click Restart.

   Wait for the scan to complete. Follow the on-screen instructions.

A factory reset is a more permanent solution to clearing devices of fake virus pop-up messages — kind of like a digital deep cleaning. It essentially restores your hard drive to its original settings and deletes all other files and programs saved to the device.

This is great for clearing out pop-up viruses and different types of malware. However, it’s important you remember to back up any personal information before it’s cleared from your device.