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Probable support scam victim


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#1 Don Ritchie

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Posted 30 June 2014 - 06:11 PM

On 6/28/14, I experienced a probable attempted "support" scam from "saratechsupport.us" (see attachment) Attached File  Saratechsupport listing.jpg   57.38KB   0 downloadswhile trying to get telephone help with a router installation. Through my careless permission, they gained remote access to my computer. A command window appeared on my display, a large number of lines flashed by, and the last line said something like "Trojan found ...". The "tech support" person called my attention to that line and told me that was my problem rather than anything related to the router.
At that point, I became suspicious and politely ended our conversation, telling the man that I would try to remove the "trojan" by myself, but would call him back if I had problems doing so. I then ran "Threat Scan" with MBAM, "Quick Scan" with SAS, and a "Full Scan" with MSSE, all with freshly updated data files. No threats were detected.

Is it reasonably possible that these scans missed something? If so, can you help?

The machine directly involved is a desktop PC running Windows 7 (Ultimate) SP1 64 bit. It was not connected to my home network at the time of the remote access, but is normally connected by wire to a router which furnishes a wired connection to another desktop running Windows 7 (Pro) SP1 64 bit, and a wireless connection to a notebook running Windows 7 (Home) SP1 64 bit. I ran the same AV scans on all three computers; all were 'clean'.

 

BTW: The router that I was trying to install was apparently defective. I exchanged it for a new one and installed with no problems.


Edited by hamluis, 30 June 2014 - 06:50 PM.
Moved from Win 7 to Am I Infected - Hamluis.


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#2 boopme

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Posted 30 June 2014 - 08:10 PM

Hello Don, to be certain we should get a deeper look. Please follow this Preparation Guide, do steps 6,7 and 8 and post in a new topic.
Let me know if all went well.
How do I get help? Who is helping me?For the time will come when men will not put up with sound doctrine. Instead, to suit their own desires, they will gather around them a great number of teachers to say what their itching ears want to hear....Become a BleepingComputer fan: Facebook

#3 Don Ritchie

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Posted 01 July 2014 - 06:12 AM

Many thanks for the prompt reply. I'm posting the files 'toot sweet' ...



#4 boopme

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Posted 01 July 2014 - 01:01 PM

Thanks, new topic... http://www.bleepingcomputer.com/forums/t/539590/probable-support-scam-victim/#entry3410361

Now that your log is properly posted, you should NOT make further changes to your computer (install/uninstall programs, use special fix tools, delete files, edit the registry, etc) unless advised by a Malware Removal Team member, nor should you continue to ask for help elsewhere. Doing so can result in system changes which may not show it the log you already posted. Further, any modifications you make on your own may cause confusion for the helper assisting you and could complicate the malware removal process which would extend the time it takes to clean your computer.
From this point on the Malware Removal Team should be the only members that you take advice from, until they have verified your log as clean.
Please be patient. It may take a while to get a response because the Malware Removal Team members are very busy working logs posted before yours. They are volunteers who will help you out as soon as possible. Once you have made your post and are waiting, please DO NOT make another reply until it has been responded to by a member of the Malware Removal Team. Generally the staff checks the forum for postings that have 0 replies as this makes it easier for them to identify those who have not been helped. If you post another response there will be 1 reply. A team member, looking for a new log to work may assume another MRL Team member is already assisting you and not open the thread to respond.
The current wait time is 1 - 5 days and ALL logs are answered.
If HelpBot replies to your topic, PLEASE follow Step One so it will report your topic to the team members.
To avoid confusion, I am closing this topic.
How do I get help? Who is helping me?For the time will come when men will not put up with sound doctrine. Instead, to suit their own desires, they will gather around them a great number of teachers to say what their itching ears want to hear....Become a BleepingComputer fan: Facebook




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