My mom called me in a panic the other day while she was still on the other line with "someone from Microsoft" who had called to tell her she had major problems with her new computer, etc, etc.
I told her to STOP and hang up immediately, after reassuring her it was 100% a scam. I told her to power off her laptop immediately. Fortunately she didn't give them any credit card info, but she did say the guy on the phone had her "install something" and that he was "controlling her computer." DAMN!
I'm out of state and had no way to work on it, so she sent me the laptop. I just powered it on (it's never been on my WiFi, so is not connected to the Internet at present) and the first thing I got was a Network Connection error message from DWAgent.
Can someone help walk me through the steps to clear out any crap they might have installed on it, and if possible to see if there are any logs to see what they might have done in terms of file access, etc? She (of course) has a file called "Passwords" and I already changed all her important ones the day this happened. But I want to see if there's a way to find out if they grabbed stuff off her hard drive.
She's on Windows 10 on an HP Laptop.
MANY thanks in advance!