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Windows Support Call


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#1 ncrs107

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Posted 22 November 2013 - 06:10 PM

I have client who received a call from someone pretending to be from Windows.  They informed him that his computer was running slow and they needed to take a look at it.  He doesn't remember how they conned him into giving them access but he did.  They then proceeded to tell him that he had 7,000 virus and malware and they would clean if tor a fee.  He tried to pay them but luckily his credit card company refused to make the payment.  He called me after if finally dawned on him that it was suspicious.

 

I told him to turn the computer off, and call his credit card company to cancel his credit card and dispute any payment that was made.

 

I now have the computer to fix.  When I boot up into Windows Vista either in Safe Mode or regular mode I get a screen asking for a password.  This is not a standard user password screen.  I used a password reset program on a bootable CD to reset the windows passwords but that did not help.

 

I booted into a Windows PE DVD to look for something strange that was starting before windows could start such as an autoexec.bat file but found nothing that was suspicious.

 

Any one know how to get rid of this mess without "Format C:"



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#2 ncrs107

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Posted 23 November 2013 - 11:38 AM

To follow up since I didn't get any replies.  I was able to do a repair by doing a system restore to a previous restore point.  That seemed to completely clean the system.  I followed up with Malwarebytes and Malwarebytes rootkit removal tool and everything came up clean.



#3 Condobloke

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Posted 23 November 2013 - 06:10 PM

 
 
 
 

Does your client have a backup ?...reason I am asking is because if he does, I would be tempted to clear all the restore points to reduce the possibility of reinfection.  If you decide to go this way, it may be best left until we have run the following scans. I will leave that decision in your capable hands.

 

In the meantime, ::

 

Please download Rkill (courtesy of BleepingComputer.com) to your desktop.
There are 2 different versions. If one of them won't run then download and try to run the other one.
You only need to get one of these to run, not all of them. You may get warnings from your antivirus about this tool, ignore them or shutdown your antivirus.

rKill.exe: http://www.bleepingcomputer.com/download/rkill/dl/10/http://www.bleepingcomputer.com/download/rkill/dl/10/
iExplore.exe (renamed rKill.exe): http://www.bleepingcomputer.com/download/rkill/dl/11/

* Double-click on the Rkill desktop icon to run the tool.
* A black DOS box will briefly flash and then disappear. This is normal and indicates the tool ran successfully.
* If not, delete the file, then download and use the one provided in Link 2.
* Do not reboot until instructed.
* If the tool does not run from any of the links provided, please let me know.

 

Please Download  AdwCleaner
* Close all open programs and internet browsers.
* Double click on adwcleaner.exe to run the tool.
* Click on the Scan button.
* When the scan has finished click on the
Clean button.
* NOTE : Your computer will be
rebooted automatically. A text file will open after the restart.
* Please post the contents of that logfile with your next reply.
* You can find the logfile at C:\AdwCleaner.txt as well.
Once I OK the log, please click the Uninstall button to fully remove all

 

 

Please download Junkware Removal Tool to your desktop.

Shut down your protection software now to avoid potential conflicts.
Run the tool by double-clicking it. If you are using Windows Vista, 7, or 8; instead of double-clicking, right-mouse click JRT.exe and select "Run as Administrator".
The tool will open and start scanning your system.
Please be patient as this can take a while to complete depending on your system's specifications.
On completion, a log (JRT.txt) is saved to your desktop and will automatically open.
Post the contents of JRT.txt into your next message.

 

 

Please scan your computer with ESET Online Scanner
Disable active Antivirus and Antimalware programs How To Temporarily Disable Your Anti-virusHow To Temporarily Disable Your Anti-virus
This scan is best performed with Internet Explorer, as it uses ActiveX
If you will not use Internet Explorer, then please read item 3 in this post
1 - Open Internet Explorer and hold down Control (Ctrl) key and click on This Link  to open ESET OnlineScan in a new window.
2 - Click the ESET Online Scanner button.
3 - For alternate browsers only: (Microsoft Internet Explorer users can skip these steps)
a - Click on eset.exe  to download the ESET Smart Installer. Save it to your desktop.
b - Double click on the  icon on your desktop.
4 - Check "YES, I accept the Terms of Use."
5 - Click the Start button.
6 - Accept any security warnings from your browser.
7 - Under scan settings, check "Scan Archives" and "Remove found threats"
8 - Click Advanced settings and select the following:
* Scan potentially unwanted applications
* Scan for potentially unsafe applications
* Enable Anti-Stealth technology
9 - ESET will then download updates for itself, install itself, and begin scanning your computer.
10 - Please be patient as this will take some time (first time scans are always longer).
11 - When the scan completes, click List Threats
12 - Click Export, and save the file to your desktop using a unique name, such as ESETScan. Include the contents of this report in your next reply.
13 - Click the Back button and then Click the Finish button.
NOTE:Sometimes if ESET finds no infections it will not create a log.
If you lose the log it can be found at C:\Program Files\ESET\EsetOnlineScanner\log.txt
If no infections are found then please tell me -
You can ignore any ESET detection of AdwCleaner...it is a false positive detection.


Edited by Condobloke, 23 November 2013 - 06:11 PM.

Condobloke ...Outback Australian  

 

fed up with Windows antics...??....LINUX IS THE ANSWER....I USE LINUX MINT 18.3  EXCLUSIVELY.

 

Microsoft gives you Windows, Linux gives you the whole house...

It has been said that time heals all wounds. I don't agree. The wounds remain. Time - the mind, protecting its sanity - covers them with some scar tissue and the pain lessens, but it is never gone. Rose Kennedy

#4 Condobloke

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Posted 29 November 2013 - 10:17 PM

Do you require further help ?


Condobloke ...Outback Australian  

 

fed up with Windows antics...??....LINUX IS THE ANSWER....I USE LINUX MINT 18.3  EXCLUSIVELY.

 

Microsoft gives you Windows, Linux gives you the whole house...

It has been said that time heals all wounds. I don't agree. The wounds remain. Time - the mind, protecting its sanity - covers them with some scar tissue and the pain lessens, but it is never gone. Rose Kennedy




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