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Geek Squad email scam

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Hi, new to the forums. My wife got a phone call and subsequently an email with an invoice from a fake Geek Squad account. She called the number and downloaded the .exe they sent her. She called me before they completed their scam, but not before they got t least some information and installed spyware on my computer. I installed Malwarebytes and it didn't detect the spyware. We cancelled our credit cards, but they tried to buy gift cards on Amazon. Yesterday I started my computer and they tried to do a fake "windows update" and the cursor started moving. I immediately shut down.


 My problem is, I need to remove whatever it is that is allowing them access. I have never experienced a problem like this and do not know where to start.


 Any help would be greatly appreciated

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Hello @Smuckers and :welcome::

While you are waiting for the next qualified/approved malware removal expert helper to weigh in on your topic, and even though you may have run the following Malwarebytes utility, or its subsets, please carefully follow these instructions:

  1. Download the Malwarebytes Support Tool.
  2. In your Downloads folder, open the mb-support-x.x.x.xxx.exe file.
  3. In the User Account Control (UAC) pop-up window, click Yes to continue the installation.
  4. Run the MBST Support Tool.
  5. In the left navigation pane of the Malwarebytes Support Tool, click Advanced.
  6. In the Advanced Options, click only Gather Logs. A status diagram displays the tool is Getting logs from your computer.
  7. A zip file named mbst-grab-results.zip will be saved to the Public desktop, please attach that file in your next reply to this topic. Please do NOT copy and paste.

For the short time between when you post the diagnostic logs, and when your helper weighs in, please take no further self-directed remedial actions that will invalidate the diagnostic logs you will have sent.

Thank you.

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  • Root Admin

Good day @Smuckers

It looks like something in your network stopped and blocked the download of part of the tools used to scan your system to see what is running on it.

Please download and run the following and we'll see what we can find on the system that doesn't belong.



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

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the 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 also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you



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  • Root Admin

Sorry for the delay @Smuckers had to help the wife with some work to prepare for all the rain here.

So I see you have Frontier F-Secure for an antivirus. I assume that was some type of Free package you obtain from your ISP (Internet Service Provider) ?

It's up to you but since you have a paid, licensed version of Malwarebytes then running it with Windows Defender would be a stronger solution than F-Secure alone.

You also appear to have Kaspersky Password Manager installed. Do you pay for that? There are other Free programs and potentially better paid programs but if you're happy with it that is fine too. Just let me know.


What I think is probably an issue is that you still have the following software installed that unless you installed it I would uninstall.

ScreenConnect Client


There is also no need for McAfee Security Scan

The computer does not look to be actually infected, but could use some clean up work.

Let me know what you'd like to do before we proceed.



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  • Root Admin

I will help you remove it @Smuckers

I just wanted to verify that is what you wanted to do and that Connectwise was not something you were actively using.

What about the Secure by Frontier  ?  It's up to you, but if you're using the premium version of Malwarebytes, which you appear to be using then Windows Defender and Malwarebytes will work better together in my opinion and we could uninstall Secure by Frontier

Let me make a clean up script for you.



Edited by AdvancedSetup
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  • Root Admin

You also have a program called Driver Support  please go to Control Panel, Programs, Programs and Features and uninstall it.

If you're not using Kaspersky Password Manager  please also uninstall it. If you are using it, let me know.


Please open the Farbar program in your Downloads folder named FRST64.exe  

Then in the top portion of the scanner copy and paste the following

SearchAll: ScreenConnect;ClientService.exe

Then click on the Search Files button. When done it will create a log named Search.txt please attach that log on your next reply.



Then remove the SearchAll entry and also click on the SCAN button and get me both new logs.

You should have 3 new logs to attach.




Thank you @Smuckers


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  • Root Admin

Thank you for the logs. You did not answer me about the Kaspersky Password Manager  so I did not do anything with it. @Smuckers



[ 1 ]

Are you sure you want this enabled or allowed? Push Notifications on your browser appear to be enabled.

CHR Notifications: Default -> hxxps://badoinkvr.com; hxxps://calendar.google.com; hxxps://get.recipes; hxxps://mail.google.com; hxxps://minimalistbaker.com; hxxps://www.bhphotovideo.com; hxxps://www.epoch.com; hxxps://www.facebook.com; hxxps://www.fotor.com; hxxps://www.netflix.com; hxxps://www.nola.com; hxxps://www.pinterest.com; hxxps://www.youtube.com


Turn notifications on or off - Google Chrome

Web Push notifications in Firefox



[ 2 ]

Please run the following fix

NOTE: Please read all of the information below before running this fix.

  • 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.

Once the fix has been completed, please attach the file FIXLOG.TXT to your next reply

Farbar program:   FRST64.exe

Save the attached file:  FIXLIST.TXT to this folder C:\Users\Mark Manning\Downloads\

NOTE. It's important that both files, FRST64.exe, 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.



Run the Farbar program with Admin rights and press the Fix button just once and wait.

The fix may possibly take up to 60 minutes to complete

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 named Fixlog.txt in the same folder you ran the Farbar program from. Please attach that log on your next reply.


  1. NOTE:  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.
  2. NOTE: 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 may be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed in most, but not all cases.
  3. NOTE: As part of this fix, it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

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
  • Discord 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.




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  • Root Admin

Thank you for the log. It ran well and cleaned many things.

It also found and fixed some Windows issues

Windows Resource Protection found corrupt files and successfully repaired them.



Please run the following scan

Microsoft Safety Scanner

Please make sure you Exit out of any other program you might have open so that the sole task is to run the following scan.   
That goes especially for web browsers, make sure all are fully exited out of and messenger programs are exited and closed as well


Please set File Explorer to SHOW ALL folders, all files, including hidden ones.  Use OPTION ONE or TWO of this article



I suggest a new scan for viruses & other malware. This may take several hours, depending on the number of files on the system and the speed of the computer.

The Microsoft Safety Scanner is a free Microsoft stand-alone virus scanner that can be used to scan for & remove malware or potentially unwanted software from a system. 

The download links & the how-to-run-the tool are at this link at Microsoft 



Look on the Scan Options & select the FULL scan.

Then start the scan. Have lots of patience. It may take several hours.

  • Once you see it has started, take a long long break;  walk away.  Do not pay credence if you see some intermediate early flash messages on the screen display.  The only things that count are the End result at the end of the run.
  • The scan will take several hours.  Leave it alone. It will remove any other remaining threats as it goes along.  Take a very long break, do your normal personal errands .....just do not use the computer during this scan.

This is likely to run for many hours as previously mentioned  ( depending on the number of files on your machine & the speed of the hardware.)

The log is named MSERT.log  and the log will be at C:\Windows\debug\msert.log

Please attach that log with your next reply.


It is normal for the Microsoft Safety Scanner to show detections during the scan process.

It is scanning for basically all bread crumbs or traces of files and registry entries that "might" be or have been part of some infection or previous infection.

That DOES NOT mean the computer is infected. Once the scan has been completed it uploads the log to their Cloud service which then uses Artificial Intelligence to determine if in fact any of the traces are an infection or not.

Then it writes into the log on your computer what it found.




Once that scan has completed, please run the following



SecurityCheck by glax24              

I would like you to run a tool named SecurityCheck to inquire about the current security update status of some applications.

  • Download SecurityCheck by glax24: https://tools.safezone.cc/glax24/SecurityCheck/SecurityCheck.exe
  • If Microsoft SmartScreen blocks the download, click through to save the file
  • This tool is safe.   Smartscreen is overly sensitive.
  • If SmartScreen blocks the file from running click on More info and Run anyway
  • Right-click  with your mouse on the Securitycheck.exe  and select "Run as administrator"  and reply YES to allow to run & go forward
  • Wait for the scan to finish. It will open a text file named SecurityCheck.txt Close the file.  Attach it with your next reply.
  • You can find this file in a folder called SecurityCheck, C:\SecurityCheck\SecurityCheck.txt






Thank you



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  • Root Admin

Please uninstall, update, or otherwise address the following as appropriate for your system. @Smuckers


---------------------------- [ UnwantedApps ] -----------------------------
Wondershare Helper Compact 2.5.3 v.2.5.3 Warning! Application is distributed through the partnership programs and bundle assemblies. Uninstallation recommended.
----------------------------- [ End of Log ] ------------------------------


Then check for Windows Updates and install any found.


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Thank you for all the assistance. I did all the updates. Windows update is prepared to install Windows 11. I do not have enough disk space on my C drive. I was thinking of getting a bigger drive and moving my OS to the larger drive and then upgrading.

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  • Root Admin

You're quite welcome @Smuckers

Don't forget to change your passwords.

Let's go ahead and do some clean-up work and remove the tools and logs we've run.

Please download KpRm by kernel-panik and save it to your desktop.

  • right-click kprm_(version).exe and select Run as Administrator.
  • Read and accept the disclaimer.
  • When the tool opens, ensure all boxes under Actions are checked.
  • Under Delete Quarantines select Delete Now, then click Run.
  • Once complete, click OK.
  • A log will open in Notepad titled kprm-(date).txt.
  • Please attach that file to your next reply. (not compulsory)


  1. Recommend using a Password Manager for all websites, etc. that require a password. Never use the same password on more than one site.
  2. Make sure you're backing up your files https://forums.malwarebytes.com/topic/136226-backup-software/
  3. Keep all software up to date - PatchMyPC - https://patchmypc.com/home-updater#download
  4. Keep your Operating System up to date and current at all times - https://support.microsoft.com/en-us/windows/windows-update-faq-8a903416-6f45-0718-f5c7-375e92dddeb2
  5. Further tips to help protect your computer data and improve your privacy: https://forums.malwarebytes.com/topic/258363-tips-to-help-protect-from-infection/ 
  6. Please consider installing the following Content Blockers for your Web browsers if you haven't done so already. This will help improve overall security

Malwarebytes Browser Guard

uBlock Origin


Further reading if you like to keep up on the malware threat scene: Malwarebytes Blog  https://blog.malwarebytes.com/

Hopefully, we've been able to assist you with correcting your system issues.

Thank you for using Malwarebytes


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  • 5 weeks later...

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following to help you better protect your computer and privacy Tips to help protect from infection

Thank you



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