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Yahoo email images blocked support says I have a trojan


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#1 faithwoman44

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Posted 15 August 2016 - 08:11 AM

I had a reset password link image not showing in my email. The company said to contact yahoo support. I gave him remote access and he pointed out a lot of microsoft services that had been stopped. Support tech said I have a trojan  and wanted 150.00 to remove.  My virus protection is not detecting anything. I have also ran malware bytes and super anti spyware. I have a windows 10 computer that is only 2 months old. It came with Mcafee virus software which I just removed because I don't like it. I installed AVG antivirus which I have used for years with no problems. Thank you for your help!



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#2 Trikein

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Posted 15 August 2016 - 03:14 PM

Yahoo support has a paid IT service?  :scratchhead: Or was it someone else? Based on the limited info, sounds like they were just hungry for a upsell($).

 

Could you explain how their reset system isn't working? I am not familiar with Yahoo. Are you talking about a security image on the login reset website? Or do you mean the link in the email they sent you to take you to that website isn't working?

 

A test you could perform is to create another Yahoo email and see if you can reset the password of that. Or try from a different computer. If it's a issue with the link in the email, and you are using a client like Outlook, try clicking on the link from their website.


Edited by Trikein, 15 August 2016 - 03:17 PM.


#3 faithwoman44

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Posted 15 August 2016 - 03:25 PM

I received an email from one of my websites that I forgot the password to. It said click on the reset link to reset the password. Their tech support said it was an image that was blocked even though I have it set to show images. They gave me the number of yahoo support and the guy said I had a trojan. I have yahoo for my email.


Edited by faithwoman44, 15 August 2016 - 03:27 PM.


#4 Trikein

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Posted 15 August 2016 - 03:38 PM

"It said click on the reset link to reset the password. Their tech support said it was an image that was blocked even though I have it set to show images."

 

Is the problem clicking on a link or seeing a image? 



#5 faithwoman44

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Posted 15 August 2016 - 08:11 PM

Seeing the image, but really trying to find out if I actually have a trojan on my computer.


Edited by faithwoman44, 15 August 2016 - 08:12 PM.


#6 Trikein

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Posted 15 August 2016 - 08:32 PM

Understood. Apologies if I took thread off track. Please wait for a Malware expert and good luck!



#7 faithwoman44

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Posted 15 August 2016 - 10:17 PM

No worries, thank you!



#8 buddy215

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Posted 16 August 2016 - 07:12 AM

The original email you got that said to click on this link to reset your password was most likely sent by a criminal.

Did you actually pay for support?

 

Use the programs below to clean the computer and to remove adware and malware.

 

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.

POST THE LOG FOR  REVIEW.

 

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.”

#9 faithwoman44

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Posted 16 August 2016 - 07:58 AM

No way I would never pay lol.. I will try these later tonight. Already did malware bytes. Thank you will let you know



#10 buddy215

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Posted 16 August 2016 - 09:32 AM

When you have the time....read the article in the link below.

Tracking The Hackers Who Hit DNC, Clinton | The Smoking Gun


“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.”

#11 faithwoman44

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Posted 18 August 2016 - 03:50 AM

Junkware removal tool was only program that found anything
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Junkware Removal Tool (JRT) by Malwarebytes
Version: 8.0.7 (07.03.2016)
Operating System: Windows 10 Home x64 
Ran by faith (Administrator) on Thu 08/18/2016 at  3:44:07.34
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 
 
 
 
File System: 0 
 
 
 
 
Registry: 2 
 
Successfully deleted: HKCU\Software\Microsoft\Internet Explorer\SearchScopes\{DE172F34-4167-4A99-9EB7-7EC90DBF9B4A} (Registry Key)
Successfully deleted: HKLM\Software\Microsoft\Internet Explorer\SearchScopes\{DE172F34-4167-4A99-9EB7-7EC90DBF9B4A} (Registry Key)
 
 
 
 
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Scan was completed on Thu 08/18/2016 at  3:46:18.69
End of JRT log
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
 


#12 buddy215

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Posted 18 August 2016 - 07:05 AM

If the computer is running up to par then I would say you are good to go...


“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.”

#13 faithwoman44

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Posted 18 August 2016 - 09:37 AM

I think so, thank you so much!



#14 buddy215

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Posted 18 August 2016 - 10:50 AM

You're welcome...happy surfin'


“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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