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Boyfriend fell for Microsoft support scam popup, gave over remote control


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#1 casmik

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Posted 06 December 2016 - 02:21 PM

He said there was a window that popped up and directed him to call a number for "Microsoft Tech Support", which no doubt it was not.  Apparently he gave over remote control of his computer to this guy who then started some high pressure tactics trying to scare him into buying some crap to fix this. He entered a code at some time he said this was for the remote access, but now it won't boot into windows.  It comes up with a screen asking for a windows user password and if you enter 1234 it acts like it's going to boot up but actually just restarts into the same screen asking for this password again.  He has an Acer Aspire 5250-0450 which originally had Windows 7 Home premium but somewhere along the line someone upgraded to Windows 10 Professional...which can't be activated it says because of wrong product id #...he bought it this way from a pawn shop.   Any help you can give is greatly appreciated. :scratchhead:  



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#2 Viper_Security

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Posted 06 December 2016 - 02:32 PM

" It comes up with a screen asking for a windows user password and if you enter 1234 it acts like it's going to boot up but actually just restarts into the same screen asking for this password again"

 

Unfortunately that sounds like SysKey..

 

If it is in fact windows 10 now, turn the machine off, and hold SHIFT or SHIFT +F8 during bootup, that should take you straight to the "Reset this PC" screen.

 

 

If the machine had windows 7 on it then it upgraded, the number should be activated. is it giving you an error code?


Edited by Viper_Security, 06 December 2016 - 02:33 PM.

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#3 quietman7

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Posted 06 December 2016 - 02:53 PM


“This is Microsoft Support” telephone scam – Computer ransom lockout

syskey.png

See these related topics for suggestions:If using Windows 8/8.1, you can refer to the instructions (methods 4-6 or Shift+F8) in How To Access Advanced Startup Options in Windows 8 or 8.1
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#4 casmik

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Posted 08 December 2016 - 10:16 AM

Had to reset it and reinstall, it seemed to be running great but now is having all kinds of issues with processes not running.  Is there something i should run on it to see if their crap is still on there somehow?

 

Oh and thanks for the help.


Edited by casmik, 08 December 2016 - 10:18 AM.


#5 quietman7

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Posted 08 December 2016 - 10:21 AM

I would recommend performing scans with any (or a combination) of the following...If you want a more comprehensive look at your system for possible malware by experts, there are advanced tools which can be used to investigate but they are not permitted in this forum. Please follow the instructions in the Malware Removal and Log Section Preparation Guide. When you have done that, post your logs in the Virus, Trojan, Spyware, and Malware Removal Logs forum, NOT here, for assistance by the Malware Response Team.
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#6 casmik

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Posted 08 December 2016 - 10:30 AM

ok thank you so much



#7 quietman7

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Posted 08 December 2016 - 05:08 PM


Your new topic is posted here.

Now that your new topic is 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 Response Team member...nor should you continue to ask for help elsewhere. Doing so can result in system changes which may not show in the information or any log(s) you already posted. Further, any modifications you make on your own may cause confusion for the member assisting you and could complicate the malware removal process or make things worst which would extend the time it takes to clean your computer.

From this point on the Malware Response Team should be the only members that you take advice from, until they have verified your system is clean.

Please be patient. It may take several days to get a response because the Malware Response Team members are very busy working logs posted before yours. They are volunteers but your topic will be reviewed and answered as soon as possible. Once you have posted your log and are waiting, please DO NOT "bump" your post or make another reply until it has been responded to by a member of the Malware Response 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 Malware Response Team member is already assisting you and not open the thread to respond.

I advise checking your new topic once a day for responses as the e-mail notification system is unreliable.

If HelpBot replies to your topic, please follow Step One and CLICK the link so it will report your topic to the team members.

To avoid confusion, I am closing this topic.

Good luck.
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