A Window Says Your Computer Has a Virus: What To Do (and Never Do)

In Montreal and everywhere else: the first steps to take

As soon as the window appears, stay calm. It's designed to make you panic and act quickly.

• Don't click any button in the window, even one that says "Close" or "Cancel."
• Close the browser completely, not just the tab. If the screen seems frozen, turn the device off and back on if needed.
• Never call the number displayed, even if it seems to come from a well-known company.
• Don't give out any personal information, passwords, or card numbers on that page.

Whether you're in Montreal, Laval, the South Shore or the North Shore, the reflex is the same: close it, don't type anything, and check afterward.

What you should never do

Some reactions seem logical in the moment, but they make the situation worse.

• Never let anyone take remote control of your device following that call.
• Never install software suggested by the window or by someone on the phone claiming to be a "technician."
• Never pay by gift card, e-transfer, or credit card to "fix" a problem announced by that alert.
• Never assume a fake alert is proof the device is actually infected. An alarming message is not, on its own, proof of infection.

If you've already clicked or called

There's no shame in being caught off guard; these traps are designed to fool careful people too. What matters is acting calmly as soon as possible.

• Disconnect the device from the internet if someone on the phone asked you to install something.
• Change the passwords for your important accounts, especially if you typed them on the suspicious page.
• Check your bank and credit card statements for any unusual activity.
• Delete any file or app added after the alert appeared.

If you're not comfortable checking this on your own, an adult child or a family member can book a visit on your behalf.

How Rupert secures a device after a fake alert

At your home, a technician first calls to understand what happened, then comes to your place for a one-hour visit. They check the device, remove what needs to be removed, and close any doors the alert may have opened. This work is part of Rupert's service for securing a hacked device or account, and preventing fraud and phishing.

After the visit, the technician notes what was done and leaves a few simple tips for recognizing a fake alert next time. Rupert covers the Greater Montreal area: South Shore, North Shore, Laval, and Montreal. An address a bit further away can still book a visit; we'll call to confirm the trip.

To schedule a visit, you can book a visit directly online, or check the areas we serve to confirm coverage near you.

For seniors' residences

Residence management teams often face this type of alert affecting several residents at the same time, often without knowing who clicked or called. Rupert's In-Residence program offers on-site support for residents, by quote, and helps with digital fraud prevention across the entire living environment. It's a concrete way to reduce risk without replacing everyone's own vigilance.

To learn more about other topics related to seniors' online safety, our blog features other practical articles on this subject.