Possible Infection-Where do I start?

[aberndt]

Hi - Yesterday, my 81 yr old mother was the victim of a scam where the caller called her on the telephone and demanded her credit card number telling her that she would not be able to use her computer if she did not give them the number, so she did.  They charged $269 for something, she doesn't know what.  She then called me.  Long story short, the charge and the credit card were cancelled but she does not know if they were ever on her computer.  She has the computer shut down at the moment until I can get there tomorrow night to look at it.  I'm not quite sure what I am looking for.  I've run many malware scans in the past on a variety of devices but I generally know what I am looking for.  Does anyone have any idea what I should look for specifically?  The law enforcement officer I spoke with said these scams are quite prevalent so I was hoping someone might have some experience with this.  Thank you in advance for your help.

[MrCharlie]

Welcome to the forum.

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2. If you have illegal/cracked software, cracks, keygens, custom (Adobe) host file, etc. on the system, please remove or uninstall them now and read the policy on Piracy.

Failure to remove such software will result in your topic being closed and no further assistance being provided.

 

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Please run a Quick Scan with Malwarebytes (if possible)

For Malwarebytes ver: 1.75

Open up Malwarebytes > Settings Tab > Scanner Settings > Under action for PUP > Select: Show in Results List and Check for removal.

Please Update and run a Quick Scan with Malwarebytes Anti-Malware, post the report.

Make sure that everything is checked, and click Remove Selected.

For Malwarebytes 2.0, please run a Threat Scan

Click on Settings > Detection and Protection > Non-Malware Protection > PUP (Potentially Unwanted Program) detections > Make sure it's set to Treat detections as malware

Same for PUM (Potentially Unwanted Modifications)

Quarantine all that's found

Post the log

Then......

Please download Farbar Recovery Scan Tool (FRST) and save it to a folder.

(use correct version for your system.....Which system am I using?)

FRST <----for 32 bit systems

FRST64 <----for 64 bit systems

• Double-click to run it. When the tool opens click Yes to disclaimer.
• Press Scan button. (make sure the Addition box is checked)
• It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
• The first time the tool is run, it makes also another log (Addition.txt). Please attach it to your reply.

If the logs are large, you can attach them:

To attach a log:

Bottom right corner of this page.

New window that comes up.

Last................

Please download and run RogueKiller 32 bit to your desktop.

RogueKiller<---use this one for 64 bit systems

Which system am I using?

Quit all running programs.

For Windows XP, double-click to start.

For Vista or Windows 7-8, do a right-click on the program, select Run as Administrator to start, & when prompted Allow to run.

Click Scan to scan the system.

When the scan completes > Close out the program > Don't Fix anything!

Don't run any other options, they're not all bad!!!!!!!

Post back the report which should be located on your desktop.

(please don't put logs in code or quotes and use the default font)

 

Note:

Please read all of my instructions completely including these.

Make sure system restore is turned on and running. Create a new restore point

Make sure you're subscribed to this topic: Click on the Follow This Topic Button (at the top right of this page), make sure that the Receive notification box is checked and that it is set to Instantly

Removing malware can be unpredictable...unlikely but things can go very wrong! Backup any files that cannot be replaced. You can copy them to a CD/DVD, external drive or a pen drive

<+>Please don't run any other scans, download, install or uninstall any programs while I'm working with you.

<+>The removal of malware isn't instantaneous, please be patient.

<+>When we are done, I'll give to instructions on how to cleanup all the tools and logs

<+>Please stick with me until I give you the "all clear" and Please don't waste my time by leaving before that.

------->Your topic will be closed if you haven't replied within 3 days!<--------

If I don't respond within 24 hours, please send me a PM

[aberndt]

Hi Mr. Charlie - Thank you for the advice.  I will print this and take it with me over to her house this evening along with the recommended downloads.  I will then remove pretty much everything left on her computer except MS Office and IE (she's 81, she reads email and that's pretty much it )  I'll update you tomorrow.

[MrCharlie]

OK.....MrC

[MrCharlie]

How are we doing??

Do you still need help or can I close this post??

MrC

[AdvancedSetup]

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