Scammed by a tech support company - do I use malwarebytes or wipe

[ADMAL7]

we have windows 8.0

 

today my wife and I were scammed by one of the Indian tech support companies. called MYPCTECH24 who pretended to be Norton.

 

They remoted into both our computers to falsely convince us we had security threats, on my computer they downloaded SystemCheckup (from iolo.com) when they were in to show me my registry issues.

 

they remoted in using logmeinrescue

 

After about 10 minutes they told us we need to spend $500 for 12 year lifetime virusproofing, at which point we realised its a scam. we could see the mouse moving when they had control and they were doing, nothing looked suspicious. but my worry is them sending files in through a back door without us seeing

 

is it at all possible that while we were talking they downloaded trojans and malware that got deep into the recovery windows partition or other hidden layers?

 

I ran Kaspersky on its maximum settings about 10 times and it came up clean. I am concerned this isn't powerful enough to find the viruses, I did update Kaspersky as well

 

should I run Malwarebytes as extra protection? 

 

or do you strongly recommend i use KILLDISK and wipe all our drives with 0's then completely rebuild our software?

 

also if I don't click "run as administrator" will it only scan the directories with user access? or will it scan the entire drive? do i just need to run it as administrator by right clicking the icon in the windows 8 dashboard?

 

thanks so much for your help.

[ADMAL7]

and apologies if I am in the wrong section of the forum, just lost and dont know where to go

[TwinHeadedEagle]

Hello,
    
 
They call me TwinHeadedEagle around here, and I'll be working with you.
 
     
    
Before we start please read and note the following:

• Limit your internet access to posting here, some infections just wait to steal typed-in passwords.
• Please be patient. I know it is frustrating when your PC isn't working properly, but malware removal takes time.
• Don't run any scripts or tools on your own, unsupervised usage may cause more harm than good.
• Do not paste the logs in your posts, attachments make my work easier. There is a More reply options button, that gives you Upload Files option below which you can use to attach your reports. Always attach reports from all tools.
• Always execute my instructions in given order. If for some reason you cannot completely follow one instruction, inform me about that.
• Stay with me to the end, the absence of symptoms doesn't mean that your machine is fully operational.
• Note that we may live in totally different time zones, what may cause some delays between answers.
• Do not ask for help for your business PC. Companies are making revenue via computers, so it is good thing to pay someone to repair it.
• If I don't hear from you within 3 days from this initial or any subsequent post, then this thread will be closed.

I can't foresee everything, so if anything unexpected happens, please stop and inform me!
There are no silly questions. Never be afraid to ask if in doubt!
 
 
 
  Rules and policies
 
We won't support any piracy.
That being told, if any evidence of illegal OS, software, cracks/keygens or any other will be revealed, any further assistance will be suspended. If you are aware that there is this kind of stuff on your machine, remove it before proceeding!
The same applies to any use of P2P software: uTorrent, BitTorrent, Vuze, Kazaa, Ares... We don't provide any help for P2P, except for their removal. All P2P software has to be uninstalled or at least fully disabled before proceeding!
 
Failure to follow these guidelines will result with closing your topic and withdrawning any assistance.
 
 
 
 
Such scam threats often just run various programs to show fake errors on your PC in order to ask for money from you. Then often don't do anything else with your system such as running malware or similar.
 
Let's check your PC:
 
 
 

Scan with Malwarebytes' Anti-Malware
 
Please download Malwarebytes Anti-Malware and save it to your desktop.

• Install the progam and select update.
• Once updated, click the Settings tab, in the left panel choose Detection & Protection and tick Scan for rootkits.
• Click the Scan tab, choose Threat Scan is checked and click Scan Now.
• If threats are detected, click the Apply Actions button. You will now be prompted to reboot. Click Yes.
• Upon completion of the scan (or after the reboot), click the History tab.
• Click Application Logs and double-click the Scan Log.
• At the bottom click Export and choose Text file.

Save the file to your desktop and include its content in your next reply.
 
 
 
 

Please download Farbar Recovery Scan Tool and save it to your desktop.
 
Note: You need to run the version compatibale with your system. If you are not sure which version applies to your system download both of them and try to run them.
Only one of them will run on your system, that will be the right version.

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

[ADMAL7]

thanks, all worked fine

I had to give the Malware bytes file a name, its called MalwareLog.txt. 

 

 

I removed vuze before I ran it, I had last used that at least 6 months ago. I have never had any of the other P2P you mentioned.

 

I am not sure if it ran as the administrator or not for Windows 8. I am the only user of this computer. would both tools have looked at every file I have?

 

I am getting some kaspersky error message saying "The operating system is not presently configured to run this application" but it still runs fine and scanning, a bit strange? I made my kaspersky settings stronger after the scam so could this have tricked it up? i will post on kaspersky forum.

 

thanks

MalwareLog.txt

Addition.txt

FRST.txt

[TwinHeadedEagle]

MalwareBytes removed some Adware, but aside this, PC seems clean.

[ADMAL7]

thanks so much

in your opinion is it now safe enough to do passwords, and save personal files on the machine?

when you say "seems clean", can you guarantee me its clean, or are there no guarantees in malware world

[TwinHeadedEagle]

There are no guarantee, but I do not see anything malicious that runs actively on your system.

[ADMAL7]

should i also buy malware bytes, can this then pick up things that happen in the future, does it run in the background?

[TwinHeadedEagle]

MalwareBytes is a great piece of software and in my opinion every PC should have a premium version installed. But it monitors only your PC, not your telephone, so it cannot stop such scams.

[ADMAL7]

so malwarebytes will detect any malware that becomes active in the future, even if it is hidden now?

 

does the software look for bugs in the hidden layers and administrator layers and windows recovery partition?

 

thanks again so much

[TwinHeadedEagle]

For first question, it is not always 100% possible, due to constant evolution of malware. But most common infections will be certainly detected.
 
 
Second question, I don't think it scans these areas.
 
 
Glad I could help. We will delete all used tools and I'll give you some tips to harden your security and learn how to protect yourself
 
 

Recommended reading:

 
 
MUST READ - security tips:

• Computer Security - a short guide to staying safer online.

• Simple and easy ways to keep your computer safe and secure on the Internet

MUST READ - general maintenance:

• What to do if your Computer is running slowly?

The Importance of Software Updating:

 

 
In order to stay protected it is very important that you regularly update all of your software. Cybercriminals depend on the apathy of users around software updates to keep their malicious endeavor running.
 
Operating systems, such as Windows, and applications, such as Adobe Reader or JAVA, are used by tens of millions of computers and devices around the world, making them a huge target for cybercriminals. Downloading updates and installing them can sometimes be tedious, but the advantages you get from the updates are certainly worth it.

• How to configure and use Automatic Updates in Windows
• How to update Java
• How to update Adobe Reader

Recommended additional software:

 
 
TFC - to clean unneeded temporary files.
Malwarebytes' Anti-Malware - to scan your system from time to time in search for malware.
Malwarebytes' Anti-Exploit - to prevent plenty of mostly exploited vulnerabilities.
McShield - to prevent infections spread by removable media.
Unchecky - to prevent from installing additional foistware, implemented in legitimate installations.
Adblock - to surf the web without annoying ads! 
 
 

Post-cleanup procedures:

 

 
Download DelFix by Xplode and save it to your desktop.

• Run the tool by right click on the icon and Run as administrator option.
• Make sure that these ones are checked:
  • Remove disinfection tools
  • Purge system restore
  • Reset system settings
• Push Run.
• The program will run for a few seconds and display a notepad report. You do not need to attach it.

The tool will also record healthy state of registry and make a backup using ERUNT program in %windir%\ERUNT\DelFix
Tool deletes old system restore points and create a fresh system restore point after cleaning. 
 
 
 

My help is free for everybody.

If you're happy with the help provided and/or wish to buy me a beer for the assistance you received, then you can consider a donation: 

 

Thank you!

 
 
Stay safe,
TwinHeadedEagle  

[ADMAL7]

do you run DelFix after every time you run malwarebytes, even if no issues found?

[TwinHeadedEagle]

Yes, it will delete old restore points and create fresh one.

[Naathim]

Glad we could help.

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