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Hello @DoberMom

Make sure you have disabled Google Sync on the phone if you have it enabled.

 

 

You can try installing and scanning on the phone as well.
https://www.malwarebytes.com/android/

 

 

 

For the PC please run the following

 

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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Good morning @DoberMom      (  Ron pls forgive my momentary nosing in.)

To DoberMom:

Advice for your family member  ( or any other potential reader):

The screen-image showing a alleged "stop bsod" is an elaborate ruse.  Microsoft Security has a substantial article about these tech support scams.

https://www.microsoft.com/security/blog/2017/04/03/tech-support-scams-persist-with-increasingly-crafty-techniques/

The Minnesota State Attorney General has a very to-the-point document about scams like the one in the image you relayed
https://www.ag.state.mn.us/Office/Initiatives/TechSupportScamTakedown/Tech-Support-Scam-Infographic-508.pdf

 

as noted in that document "Legitimate companies do not display pop-up warnings that ask you to call a toll-free number ...."

The Malwarebytes Blog has a resource page on tech support scams
https://blog.malwarebytes.com/tech-support-scams/

There are at least 3 give-aways on the "stop" screen image that scream of a fake.
1. The phrase "Your computer has warned us ......"
2. The mention of "Stop code SPYWARE"       (  Windows operating system just simply has never had that)
3. The phone number    ( Microsoft does not ever display any phone number on a actual "crash screen / BSOD ".    period.   end-of-story.

 

Please stay with and stick with Advancedsetup.    I offer these remarks above in the hope of helping to focus on the scam aspect.

Cheers.      ☺️

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The logs for this computer look pretty good.

Just to make certain though please go ahead and run another antivirus scan. Please temporarily disable your other antivirus while this one runs and enable it again when done.

 

Let me have you run a different scanner to double-check. I don't expect it to find anything, but no harm in checking.

I would suggest a free scan with the ESET Online Scanner

Go to https://download.eset.com/com/eset/tools/online_scanner/latest/esetonlinescanner.exe

  • It will start a download of "esetonlinescanner.exe"
  • Save the file to your system, such as the Downloads folder, or else to the Desktop.
  • Go to the saved file, and double click it to get it started. 
  • When presented with the initial ESET options, click on "Computer Scan".
  • Next, when prompted by Windows, allow it to start by clicking Yes 
  • When prompted for scan type, Click on Full scan 
  • Look at & tick  ( select )   the radio selection "Enable ESET to detect and quarantine potentially unwanted applications"   and click on Start scan button.
  • Have patience.  The entire process may take an hour or more. There is an initial update download.
  • There is a progress window display.
  • You should ignore all prompts to get the ESET antivirus software program.   ( e.g.  their standard program).   You do not need to buy or get or install anything else.
  • When the scan is completed, if something was found, it will show a screen with the number of detected items.  If so, click the button marked “View detected results”.
  • Click The blue “Save scan log” to save the log.
  • If something was removed and you know it is a false finding, you may click on the blue ”Restore cleaned files”  ( in blue, at bottom).
  • Press Continue when all done.  You should click to off the offer for “periodic scanning”.

 

 

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