Remove "Your PC Ran Into A Problem" Virus (Microsoft Support Scam)

If a computer is constantly being redirected to sites with the “Your PC Ran into a problem and needs to restart” alert, asking you to call a support number to fix it, then it is possible that you have adware program installed on your computer.

Microsoft does not send unsolicited email messages or make unsolicited phone calls to request personal or financial information or fix your computer. Treat all unsolicited phone calls or pop-ups with skepticism. Do not provide any personal information.

This Your PC Ran into a problem and needs to restart redirect is usually caused by adware installed on your computer. These adware programs are bundled with other free software that you download off of the Internet. Unfortunately, some free downloads do not adequately disclose that other software will also be installed and you may find that you have installed adware without your knowledge.

The bogus Your PC Ran into a problem and needs to restart alert is shown in such a way as to trick the user into thinking their computer has crashed or that a virus has been detected on the computer. It does this to try and scare the infected user into calling one of the listed numbers in order to receive support. In reality, though, they will only be greeted with people who are trying to sell them unneeded support contracts and services.
The “Your PC Ran into a problem and needs to restart” pop-up will have this message:

Your PC Ran into a problem and needs to restart. We’re just collecting some error info, and then we’ll restart for you. (0% complete)

If you Would like to know more, you can search online later for this error: HAL_INTIALIZATION_FAILED. If you’d like to resolve this issue over the phone you can call our support at

Whatever you do, please do not call the phone number for support because it is not Microsoft’s but rather a group of scammers waiting to rob you of hundreds of dollars under false pretenses.

The below instructions are for Windows users, however we also have an Android guide and a Mac OS guide which should help clean up your device.

How to remove Your PC Ran into a problem and needs to restart pop-ups (Virus Removal Guide)

This malware removal guide may appear overwhelming due to the amount of the steps and numerous programs that are being used. We have only written it this way to provide clear, detailed, and easy to understand instructions that anyone can use to remove malware for free.
Please perform all the steps in the correct order. If you have any questions or doubt at any point, STOP and ask for our assistance.

To remove Your PC Ran into a problem and needs to restart virus, follow these steps:
STEP 1: Remove the “Your PC Ran into a problem and needs to restart” lock screen
STEP 2: Use AdwCleaner to remove adware from the computer
STEP 3: Scan and clean your computer with Malwarebytes
STEP 4: Double-check for malicious programs with HitmanPro
(OPTIONAL) STEP 5: Reset your browser to default settings

(OPTIONAL) STEP 1 : Remove the “Your PC Ran into a problem and needs to restart” lock screen

Some types of malware will lock the PC, so this step is need it only if you cannot access your Windows desktop. In this first step we will remove the “Your PC Ran into a problem and needs to restart” lock screen from Windows.

Because there are many versions of this malware, which behave differently, we have provided multiple options to remove the malicious lock screen.

OPTION 1: Remove the malicious lock screen with HitmanPro.Kickstart

HitmanPro.Kickstart is the solution against ransomware and other persistent malware that has taken your computer hostage or prevents normal computer use.
Because this infection has locked you out of your computer, we will need to create a bootable USB drive that contains the HitmanPro.Kickstart program. We will then boot the infected machine with the HitmanPro.Kickstart USB drive, and use the program to clean the infection.

Using a “clean” (non-infected) computer, please download HitmanPro from the below link.
HITMANPRO DOWNLOAD LINK (This link will open a new web page from where you can download “HitmanPro”)
Once HitmanPro has been downloaded on the clean machine, insert an USB flash drive and double-click on the file named HitmanPro.exe (for 32-bit versions of Windows) or HitmanPro_x64.exe (for 64-bit versions of Windows).
To create a bootable HitmanPro USB drive, please follow the instructions from this video:
Once you have created the bootable HitmanPro.Kickstart USB drive, insert the USB into the computer infected with the “This user is disabled” lock screen.
After you have inserted the HitmanPro Kickstart USB drive, boot your machine from the HitmanPro.Kickstart USB as seen in the below video.
The malicious lock screen should be removed from your machine. It’s recommended that you perform a system scan with Malwarebytes and HitmanPro as see in the below steps.

OPTION 2: Start your computer in Safe Mode with Networking

If the above options did not work for your machine, then we will need to start the computer in Safe Mode with Networking to bypass the lock screen.

Immediately after the computer is powered on or restarted (usually after you hear your computer beep), tap the F8 key in 1 second intervals.
After your computer displays hardware information and runs a memory test, the Advanced Boot Options menu will appear.
Use the arrow keys to select Safe Mode with Networking and press ENTER.
After you have started your machine in Safe Mode with Networking, run a system scan with Malwarebytes Anti-Malware as seen in the below step.

STEP 2: Use AdwCleaner to remove adware from the computer

Malwarebytes AdwCleaner is a free utility that will scan your computer for adware programs that may have been installed without your knowledge.

You can download Malwarebytes AdwCleaner from the below link.
MALWAREBYTES ADWCLEANER DOWNLOAD LINK (This link will start the download of “Malwarebytes AdwCleaner” on your computer)
When Malwarebytes AdwCleaner has finished downloading, please double-click on the AdwCleaner icon to perform a system scan with this program.

If Windows prompts you as to whether or not you wish to run Malwarebytes AdwCleaner, please allow it to run.
When the Malwarebytes AdwCleaner program will open, click on the “Scan” button as shown below.

Malwarebytes AdwCleaner will now start to search for the Your PC Ran into a problem and needs to restart adware and other malicious programs.
To remove the malicious files that were detected in the previous step, please click on the “Clean” button.
Malwarebytes AdwCleaner will prompt you to save any open files or documents, as the program will need to reboot the computer to complete the cleaning process. Please do so, and then click on the “OK” button.

When your computer reboots and you are logged in, Malwarebytes AdwCleaner will automatically open a log file that contains the files, registry keys, and programs that were removed from your computer. Please review this log file and then close the notepad window. You can now continue with the rest of the instructions.

STEP 3: Scan and clean your computer with Malwarebytes

Malwarebytes Anti-Malware is a powerful on-demand scanner which should remove the Your PC Ran into a problem and needs to restart redirect from your machine. It is important to note that Malwarebytes Anti-Malware will run alongside antivirus software without conflicts.

You can download download Malwarebytes Anti-Malware from the below link.
MALWAREBYTES ANTI-MALWARE DOWNLOAD LINK (This link open a new page from where you can download “Malwarebytes Anti-Malware”)
When Malwarebytes has finished downloading, double-click on the “mb3-setup-consumer” file to install Malwarebytes Anti-Malware on your computer.

You may be presented with an User Account Control pop-up asking if you want to allow Malwarebytes to make changes to your device. If this happens, you should click “Yes” to continue with the installation.
When the Malwarebytes installation begins, you will see the Malwarebytes Setup Wizard which will guide you through the installation process.

To install Malwarebytes Anti-Malware on your machine, keep following the prompts by clicking the “Next” button.
Once installed, Malwarebytes will automatically start and update the antivirus database. To start a system scan you can click on the “Scan Now” button.
Malwarebytes Anti-Malware will now start scanning your computer for malicious programs.
This process can take a few minutes, so we suggest you do something else and periodically check on the status of the scan to see when it is finished.
When the scan has completed, you will be presented with a screen showing the malware infections that Malwarebytes Anti-Malware has detected.
To remove the malicious programs that Malwarebytes has found, click on the “Quarantine Selected” button.
Malwarebytes Anti-Malware will now quarantine all the malicious files and registry keys that it has found.
To complete the malware removal process, Malwarebytes may ask you to restart your computer.

When the malware removal process is complete, you can close Malwarebytes Anti-Malware and continue with the rest of the instructions.

STEP 4: Double-check for malicious programs with HitmanPro

HitmanPro can find and remove malware, adware, bots, and other threats that even the best antivirus suite can oftentimes miss. HitmanPro is designed to run alongside your antivirus suite, firewall, and other security tools.

You can download HitmanPro from the below link:
HITMANPRO DOWNLOAD LINK (This link will open a new web page from where you can download “HitmanPro”)
When HitmanPro has finished downloading, double-click on the “hitmanpro” file to install this program on your computer.

You may be presented with an User Account Control pop-up asking if you want to allow HitmanPro to make changes to your device. If this happens, you should click “Yes” to continue with the installation.
When the program starts you will be presented with the start screen as shown below. Now click on the Next button to continue with the scan process.
HitmanPro will now begin to scan your computer for malware.
When it has finished it will display a list of all the malware that the program found as shown in the image below. Click on the “Next” button, to remove malware.
Click on the “Activate free license” button to begin the free 30 days trial, and remove all the malicious files from your computer.

When the process is complete, you can close HitmanPro and continue with the rest of the instructions.

(OPTIONAL) STEP 5: Reset your browser to default settings

If you are still experiencing issues with the Your PC Ran into a problem and needs to restart pop-ups in Internet Explorer, Firefox or Chrome, we will need to reset your browser to its default settings.
This step should be performed only if your issues have not been solved by the previous steps.

Google Chrome

Google Chrome has an option that will reset itself to its default settings. Resetting your browser settings will reset the unwanted changes caused by installing other programmes. However, your saved bookmarks and passwords will not be cleared or changed.

Click on Chrome’s main menu button, represented by three horizontal lines. When the drop-down menu appears, select the option labeled Settings.
Chrome’s Settings should now be displayed in a new tab or window, depending on your configuration. Next, scroll to the bottom of the page and click on the Show advanced settings link (as seen in the below example).
Chrome’s advanced Settings should now be displayed. Scroll down until the Reset browser settings section is visible, as shown in the example below. Next, click on the Reset browser settings button.
A confirmation dialog should now be displayed, detailing the components that will be restored to their default state should you continue on with the reset process. To complete the restoration process, click on the Reset button.

Internet Explorer

You can reset Internet Explorer settings to return them to the state they were in when Internet Explorer was first installed on your PC.

Open Internet Explorer, click on the “gear icon” in the upper right part of your browser, then click again on Internet Options.
In the “Internet Options” dialog box, click on the “Advanced” tab, then click on the “Reset” button.
In the “Reset Internet Explorer settings” section, select the “Delete personal settings” check box, then click on “Reset” button.
When Internet Explorer has completed its task, click on the “Close” button in the confirmation dialogue box. You will now need to close your browser, and then you can open Internet Explorer again.

Mozilla Firefox

If you’re having problems with Firefox, resetting it can help. The reset feature fixes many issues by restoring Firefox to its factory default state while saving your essential information like bookmarks, passwords, web form auto-fill information, browsing history and open tabs.

In the upper-right corner of the Firefox window, click the Firefox menu button, then click on the “Help” button.
From the Help menu, choose Troubleshooting Information.
If you’re unable to access the Help menu, type about:support in your address bar to bring up the Troubleshooting information page.
Click the “Refresh Firefox” button in the upper-right corner of the “Troubleshooting Information” page.
To continue, click on the “Refresh Firefox” button in the new confirmation window that opens.
Firefox will close itself and will revert to its default settings. When it’s done, a window will list the information that was imported. Click on the “Finish“.

Your old Firefox profile will be placed on your desktop in a folder named “Old Firefox Data“. If the reset didn’t fix your problem you can restore some of the information not saved by copying files to the new profile that was created. If you don’t need this folder any longer, you should delete it as it contains sensitive information.

Your computer should now be free of the Your PC Ran into a problem and needs to restart pop-ups. You can remove AdwCleaner from your computer, however we recommend that you keep Malwarebytes Anti-Malware and HitmanPro installed to periodically scan your device for malware.
If you are still experiencing problems while trying to remove Your PC Ran into a problem and needs to restart pop-ups from your computer, please do one of the following:

Run a system scan with Zemana AntiMalware
Ask for help in our Malware Removal Assistance forum.

Here are 10 basic security tips to help you avoid malware and protect your device:

To avoid potential dangers on the internet, it's important to follow these 10 basic safety rules. By doing so, you can protect yourself from many of the unpleasant surprises that can arise when using the web.