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Compromised Computer - What to do?


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My 81 year old father in law has fallen victim to a ransom ware scam and I could use some advice on how to proceed.  Here is what he told me happened:

He got a pop up box on his computer saying his computer was infected and he needed to call tech support.  He thought the message was from Comcast, so he called the 800 number.  When he got "tech support" they told him his computer had a virus and they could fix it for $399.  He said he could not pay that, so they said they could try something else and directed him to a website so they could "examine his system".  He went to the web site but can't remember exactly what happened after that.  They told him that he needed a full system tune up.  That's when he called me.

So, I am sure something has been installed on his computer.  I told him to turn it off and not use it until I could look into what to do.  I have bought the premium version of Malwarebytes and anti exploit and am running it now on my computer just to see how it works. I could use advice on how to proceed with his computer.

Thanks,

Bill

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Hello and :welcome:

 

Let's check this PC:

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible 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. button.

    x5o4gh.png

  • 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.

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Okay, let's try to clean some browsers cache:

 

FRST.gif Fix with Farbar Recovery Scan Tool

icon_exclaim.gif This fix was created for this user for use on that particular machine. icon_exclaim.gif


icon_exclaim.gif Running it on another one may cause damage and render the system unstable. icon_exclaim.gif

Download attached fixlist.txt file and save it to the Desktop:

Both files, FRST and fixlist.txt have to be in the same location or the fix will not work!

  • Right-click on FRST.gif icon and select RunAsAdmin.jpg Run as Administrator to start the tool.
    (XP users click run after receipt of Windows Security Warning - Open File).
  • Press the Fix button just once and wait.
  • If for some reason the tool needs a restart, please make sure you let the system restart normally. After that let the tool complete its run.
  • When finishes FRST will generate a log on the Desktop, called Fixlog.txt.

Please attach it to your reply.

fixlist.txt

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Yes, it is only a fake pop-up that we call Tech Support Scam. There is nothing on his computer, this is just a fake service tricking people with some fake Windows messages and common errors that there are problems with system that is far away from the truth. If they succeed to persuade naive people, they get huge money for nothing.

How to stop this? There is no way it can happen everywhere on internet, you should just avoid them and close your browser without paying attention.

This extension can also help: https://adblockplus.org/

 

Let me know if you have more questions or concerns.

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