Member Avatar for Project_1

Hi. When I startup my windows 10 and log into my account, my desktop doesn't seem to be visible. It's just a black screen. There are no icons and no taskbar. When I try to open task manager, I can see it cursor loading for a split second meaning something is happening (?) but then it doesn't show up on the screen. So I can't access task manager.

This is how my desktop screen looks: https://gyazo.com/5c4fa96dffcec5e37b4a48f2beed8f5d

It's just an un-clickable window that says "Enter a product key". I bought this laptop online via BestBuy. Not too sure why it is showing this. Either way, the window is un-clickable. I can't drag it or click anywhere on it to change it in any way. It's almost as if it is simply part of the black background.

On top of the window it says "Certified Technician for help 1-888-257-2199"

Doesn't anyone know how to solve this problem?

  • 2 Contributors
  • 1 Reply
  • 536 Views
  • 16 Minutes Discussion Span
  • Latest Post Latest Post by rproffitt

Dani AI

Generated

This looks like a classic tech‑support scam or a rogue program loading at login rather than a genuine Windows activation dialog. As describes, the dialog is unclickable and includes a phone number — exactly the behavior used by scammers to block the desktop. ’s suggestion to reset is valid, but there are intermediate steps that often recover the desktop and let personal files be preserved.

Quick triage (in this order):

  • Immediately cut network access (unplug Ethernet, switch off Wi‑Fi) so the rogue process can’t phone home or download more stuff.
  • Try a quick graphics/desktop refresh: press Win+Ctrl+Shift+B (short beep + flicker). This sometimes restores the display if explorer/graphics crashed.
  • Attempt Task Manager with Ctrl+Alt+Del or Ctrl+Shift+Esc. If Task Manager opens: choose File → Run new task and run explorer.exe to restart the shell. From Task Manager’s Startup tab, disable any unfamiliar startup items and end clearly malicious-looking processes (cautiously).
  • If Task Manager won’t open, force Windows into the Recovery Environment (interrupt boot 2–3 times or use installation media) and choose Safe Mode / Safe Mode with Networking.

In Safe Mode / WinRE:

  • Run an offline/boot-time scan (Microsoft Defender Offline or a well-known AV rescue scanner) and a full scan with a reputable anti‑malware tool. Use System Restore if a clean restore point exists (rstrui.exe). Run sfc /scannow and, if needed, DISM /Online /Cleanup-Image /RestoreHealth from an elevated command prompt to repair system files.

If cleaning fails:

  • Back up personal files first (use a secondary PC or a Linux live USB to copy data), scan those backups before restoring, then perform Reset/clean install of Windows. Do not call the phone number or pay anyone who claims access is needed; scammers use that exact pattern to extort payment. If data is critical or the infection resists cleaning, professional malware removal or data‑recovery help is warranted.
Member Avatar for rproffitt

That phone number means your PC has been hijacked. You should be able to reset the PC and avoid a costly support call to Best Buy (the warranty does not cover hijacking and infections.)

covers 8 and 10 and how to get to this from a cold boot.

Be a part of the DaniWeb community

We're a friendly, industry-focused community of developers, IT pros, digital marketers, and technology enthusiasts meeting, networking, learning, and sharing knowledge.