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Rootkit virus?

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I have mother-in-law's laptop she states has a rootkit virus. She was attempting to install a new Roku paid channel called UKTV and she was not able. She called Roku support and they advised it was due to a rootkit virus. She states they remoted onto the computer (stick with me here) and showed her the rootkit virus issue and advised her a $300.00 fee to remove the virus. There is likely another component to the story but nevertheless I now have the CPU with me, offline, with flash drives ready to onboard programs to analyze and sanitize the system. Let's avoid the odor of the story and go straight to question 1: where should I start?

Thank you in advance.

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Hello chiliagon and :welcome:

Your topic reads as if the laptop still might be infected and malware removal actions are not permitted in this subforum.

I recommend following the advice from the topic: Available Assistance for Possibly Infected Computers and have one of the Malware Removal Experts assist you with your issue.

If, as recommended, you do open a topic in Malware Removal Help, please make reference to this thread.

If you would like to get off to a very fast start, the Malware Removal Experts would appreciate it if you would also attach (not copy/paste) both the FRST.txt and the Addition.txt output diagnostic reports from only Log Set 1 into your new topic. Please do not tick, nor untick, any pre-configured FRST categories.

Thank you.

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