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Microsoft Tech Support Scam

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#1 serenshadow


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Posted 18 February 2016 - 06:55 PM

My grandfather got taken in by a Microsoft Windows Support Scam and I'm fairly certain that his laptop's got a bug that I can't get rid of. 


What happened:


He got a popup (while using Internet Explorer and after downloading an Adobe update) that said there was a security issue and that he needed to call a number for Windows Firewall Service. 

(I looked up the number and apparently other people have been taken in by this scam. Here it is on a Microsoft forum:



This is what the Popup said:

""windows firewall service has been stopped due to virus/adware on your computer. please visit www.scannow.com/support or call toll free 1 888 447 4192 for support. root-kits/spyware may have caused the security breach on your network location. call toll free 1 888 447 4192 for technical assistance." 




So he called the number (1-888-447-4192) not knowing it was a scam and they said they were from Windows and that they needed remote access to his laptop to solve the security issue, which he gave them. (He said he did not give them any personal information, however.) 


After he told me what happened, I checked out his laptop. He had about a dozen popups that wouldn't close and some malware programs were added, which I have removed. 


Those programs were:

Knctr itibiti

One SystemCare

WebDiscover Browser

some kind of remote access/assistance program and a player program that I forgot to write down. 


So I removed all of the programs I could find in the programs window (including a program called PCKeeper that he already had) and restarted the laptop. After that, I tried to scan his laptop using Windows Defender (he has Windows 10) but the scan kept stopping/canceling about two-thirds of the way through. I also tried to defrag (optimize) but that too kept stopping. Then I tried to do a maintenance check with the Windows Maintenance tool, that kept cycling and never went through. Same thing when I did a Windows Update check. The spinning wheel just kept spinning and spinning, and wouldn't go through. 


So I tried to restart the laptop, but even after nearly 30 minutes, the laptop wouldn't complete the restart. So I just did a hard shut down and let it sit overnight, off. I turned it back on today to install a cleaning and up-kept program I use on my own laptop called Advanced SystemCare. I was hoping that it would work since it's not a Windows program. It installed, but I can't open it, despite it running in the background and the icon on the toolbar. 


So I'm fairly certain that there is a bug on it somewhere that's taken control, but nothing I've tried has worked so far. 


Does anyone have any idea of how I can fix this issue?

I'm not overly versed in bios or how to do in-depth maintenance. 

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#2 Broni


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Posted 19 February 2016 - 05:13 PM

Please follow the instructions in THIS GUIDE starting at Step 6. If you cannot complete a step, skip it and continue.

Once the proper logs are created, then make a NEW TOPIC and post it HERE. Please include a description of your computer issues, what you have done to resolve them, and a link to this topic.

If you can produce at least some of the logs, then please create the new topic and explain what happens when you try to create the log(s) that you couldn't get. If you cannot produce any of the logs, then still post the topic and explain that you followed the Prep. Guide, were unable to create the logs, and describe what happens when you try to create the logs.

It would be helpful if you post a note here once you have completed the steps in the guide and have started your topic in malware removal. Good luck and be patient.

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