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''Dear Customer.. A Serious Malfunction'' Popup/Malware.. Help!?

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#1 XboxUser13


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Posted 24 March 2016 - 12:31 PM



I can not find anything else on the Internet specifically in this situation it would be a great help if any of you have any answers for me, or perhaps I am freaking out too much.


I occasionally use the Microsoft Edge inbuilt app on my Xbox One, yesterday I was using it and I got the Popup/Malware with a bleeping noise along the lines of 'Dear Customer, a serious malfunction has been detected with Microsoft Edge. blah blah blah. Please call this toll free number'' - I instantly new it was a scam, I have seen similar pop ups before. However this just kept up on opening new windows, and I had no idea how to get it off, even when restarting, so i just shut my xbox off. (Does this mean you are still on these popups in a sense for a day???)


Anyway I was going to get around to sorting it today, but just before my home phone rang a relative picked up the phone and was being told about a computer problem, an error on the computer etc. I took the phone and a man with an asian accent, saying he was a Microsoft Technician or something wanted to know 'who was using a microsoft computer', I kept refuting him saying no one was and he got quite impatient and angry so I put the phone down. ----> I instantly guessed the call was related to this xbox browser incident...


I would just like to highlight I or anyone gave any details or information to these people.


I can quite clearly see he is a scammer and have researched this, but I am finding that people are either getting this malware or getting random calls but never one leading to the other. Does the fact these people have managed to phone me from a popup on my Xbox mean they have broken into my Computer System or Private Data (Can Malware or Breaches even be had on an Xbox One using Microsoft Edge!?!?). Has not getting off this pop up immediately and sort of leaving it on my browser (despite turning Xbox off) caused a risk?


I have done anti-viral and malware checks on my actual PC and am clean.. Should I be worried? Should I be taking a course of action? I'm just worried how they got my number from a simple viral scam pop-up on my Xbox Browser. 



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#2 XboxUser13

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Posted 24 March 2016 - 12:37 PM

I must add: - Straight after the phone call, I went onto my Xbox Microsoft Edge - Google d how to properly remove the pop-up and did so.

#3 buddy215


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Posted 24 March 2016 - 03:05 PM

Likely just a coincidence that you saw the ad one day and got a phone call the next. Good that you knew it was a criminal(s)

attempting to scam you.


You didn't say what programs you used. Since the ad was either from a compromised website or adware installed on your

computer I suggest you scan with the programs below....the ones you haven't already scanned with. Cleaning up the temporary

files, logs and cookies is recommended, too.


Use CCleaner to remove Temporary files, program caches, cookies, logs, etc. Use the Default settings. No need to use the

Registry Cleaning Tool...risky. Pay close attention while installing and UNcheck offers of toolbars....especially Google.

After install, open CCleaner and run by clicking on the Run Cleaner button in the bottom right corner.

CCleaner - PC Optimization and Cleaning - Free Download


Download Malwarebytes' Anti-Malware from Here

Double-click mbam-setup-2.X.X.XXXX.exe to install the application (X's are the current version number).

  • Make sure a checkmark is placed next to Launch Malwarebytes' Anti-Malware, then click Finish.
  • Once MBAM opens, when it says Your databases are out of date, click the Fix Now button.
  • Click the Settings tab at the top, and then in the left column, select Detections and Protections, and if not already checked place a checkmark in the selection box for Scan for rootkits.
  • Click the Scan tab at the top of the program window, select Threat Scan and click the Scan Now button.
  • If you receive a message that updates are available, click the Update Now button (the update will be downloaded, installed, and the scan will start).
  • When MBAM is finished scanning it will display a screen that displays any malware that it has detected.
  • Click the Remove Selected button.
  • MBAM will now delete all of the files and registry keys and add them to the programs quarantine. When removing the files, MBAM may require a reboot in order to remove some of them. If it displays a message stating that it needs to reboot, please allow it to do so.
  • While still on the Scan tab, click the link for View detailed log, and in the window that opens click the Export button, select Text file (*.txt), and save the log to your Desktop.
  • The log is automatically saved by MBAM and can also be viewed by clicking the History tab and then selecting Application Logs.



Download AdwCleaner by Xplode onto your desktop.

  • Close all open programs and internet browsers.
  • Double click on adwcleaner.exe to run the tool.
  • Click on Scan button.
  • When the scan has finished click on Clean button.
  • 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[S1].txt as well.
  • 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

“Every atom in your body came from a star that exploded and the atoms in your left hand probably came from a different star than your right hand. It really is the most poetic thing I know about physics...you are all stardust.”Lawrence M. Krauss
A 1792 U.S. penny, designed in part by Thomas Jefferson and George Washington, reads “Liberty Parent of Science & Industry.”

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