help with someone remotely getting access to this laptop

Hi chrismontemayor-4680,

I understand how worrying it is to feel like someone might be controlling your laptop and causing files to disappear. Have you already tried the Q&A Assist suggestions? In addition, please try the following:

1, Unlink your phone temporarily

• Go to “Settings” > “Bluetooth & devices” > “Mobile devices” (or “Phone Link”)
• Select your phone and remove/unlink it > This helps confirm whether the issue is tied to syncing or the PC itself.

2, Check for unknown apps

• Go to “Settings” > “Apps” > “Installed apps”
• Look for anything you don’t recognize (especially tools like AnyDesk, TeamViewer, Chrome Remote Desktop, etc.)
• If found, select it > “Uninstall”

3, Run Microsoft Defender Offline scan

• Open “Windows Security”
• Go to “Virus & threat protection”
• Select “Scan options” > “Microsoft Defender Offline scan”
• Start the scan (your PC will restart) > This can detect deeper threats that normal scans may miss.

4, Check startup programs

• Press Ctrl + Shift + Esc > Task Manager
• Go to “Startup apps”
• Disable anything unfamiliar or suspicious

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The behavior described strongly matches a tech support / scareware scam delivered through the browser or a malicious app, not legitimate Microsoft activity or someone with full control of the device.

Concrete steps to stop it and lock things down:

1. Immediately close scam pop‑ups when they appear
   These fake warnings often come from malicious or compromised websites and only look like system messages.
   • If the browser is stuck or full screen:
     • Press Alt + F4 repeatedly to close the browser window, or
     • Press Ctrl + Shift + Esc → open Task Manager → end all browser processes (Edge/Chrome/Firefox), or
     • As a last resort, hold the power button until the laptop turns off.
2. Do not call any phone number or respond to messages on the screen
   • Real Microsoft error or warning messages never include phone numbers to call.
   • Microsoft and other legitimate tech companies do not cold call or chat‑popup users to warn about problems, and they do not ask for unrelated personal data.
3. Check that nobody has remote access or control
   Only allow remote access if initiated by contacting official Microsoft Support directly.
   • In Windows, search for Remote Assistance and ensure it is only enabled when intentionally used.
   • If any remote‑control software was installed at the scammer’s direction (for example during a call or chat), uninstall it from Settings → Apps.
4. Run security checks on the laptop
   • Open Windows Security → Virus & threat protection and run a Full scan.
   • Follow any cleanup recommendations.
   • If anything suspicious was installed, remove it and restart the device.
5. Harden the browser to reduce future pop‑ups
   Many of these scams come from malicious ads:
   • Block pop‑ups and redirects in the browser settings.
   • Remove any unfamiliar or unused extensions.
   • Consider enabling stronger protection (for example, “Enhanced protection” in Chrome) to help block dangerous sites.
6. If accounts were affected (Apple, email, etc.)
   • Change passwords from a clean device.
   • Turn on multi‑factor authentication where available.
7. If there was contact with scammers (phone, remote access, or commands)
   • If remote access was granted or commands were typed at their direction, treat the device as potentially compromised until fully scanned and cleaned.
   • If payment or personal information was given, contact the bank or card provider and monitor accounts.
8. Report the scam to Microsoft
   • Use the official technical support scam form to report what happened.
   • Also see Microsoft’s guidance on how these scams work and how to avoid them going forward.

Going forward, if the laptop suddenly shows a full‑screen warning, loud audio, or a message demanding a call or immediate action, close the browser or power off the device and do not interact with the message.

References:

• Protect yourself from tech support scams
• Protect yourself from online scams and attacks
• Solve PC problems remotely with Remote Assistance
• I WAS HACKED - Microsoft Q&A
• Microsoft Defender Scam or Do I have a virus on my computer - Microsoft Q&A
• possible virus, computer locked - Microsoft Q&A
• Windows defender scam - Microsoft Q&A
• Who do I call for support? - Microsoft Q&A