Is this a virus?

[Jack18]

[ATTACH type=“full”]13750[/ATTACH]

Hi all,

Apologies for the quality of the picture, but my mother sent me a shot of her screen and as I haven’t had time to go inspect it in person, I thought posting here might help.

She says that when she turns her laptop on, this appears even before she has a chance to log in. Notice in the bottom left corner you can see the clock on the sign in screen.

Apparently clicking anywhere or pressing any button results in a black screen with mouse pointer. Even CTRL+ALT+DEL doesn’t work.

I’m not sure but I think it’s a virus. If not, any ideas on how I should approach it when I get a chance to check it out?

[veeg]

Hello

First thing to do is disconnect the internet.

I will tag our expert..

@Malnutrition

[Malnutrition]

@Jack18

Boot the into safe mode, then perform a clean boot into normal mode and let me know if the issue persist.

Just in case there is still an issue, run this scan in normal mode, if you are unable to start the scan in normal mode, then safe mode with networking.

Download Malwarebytes v.5 . Install and run.

[ul]
[li]Once the MBAM dashboard opens, click on Settings (gear icon).[/li][li]Click on Security tab and make sure that all four Scan options are enabled.[/li][li]Close Settings and click on the Scan button on the dashboard.[/li][li]Once the scan is completed make sure you have it quarantine any detections it finds.[/li][li]If no detections were found click on the Save results drop-down, then the Export to TXT button and save the file as a Text file to your desktop.[/li][li]If there were detections then once the quarantine has completed click on the View report button, then click the Export drop-down, then the Export to TXT button, and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.[/li][li]If the computer restarted to quarantine you can access the logs from the Detection History, then the History tab. Highlight the most recent scan and double-click to open it. Then click the Export drop-down, then the Export to TXT button, and save the file as a Text file to your desktop or other location you can find and include that log on your next reply.[/li][/ul]