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Called the "call the number" pop up ad


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4 replies to this topic

#1 Herman123

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Posted 10 November 2017 - 05:26 PM

I was out of town and my mom was browsing on my computer. A pop up ad with a number said that the computer was infected and my mom called. Apparently the guy took control of the computer and was showing her viruses that were on the computer. It was only until he asked for her credit card info did she realize it was a scam. I don't know what he infected the computer with. Would a malware and virus scan be enough or would it be best to reboot the computer entirely to factory state?


Edited by britechguy, 11 November 2017 - 09:31 AM.
Moved to "Am I infected? What do I do?"


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#2 null__

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Posted 10 November 2017 - 05:48 PM

Typically when customers bring me their computers after that happens, I'll take the computer off of the network. Then I'll download to a USB drive and scan the computer with Malwarebytes, ADWcleaner and whatever AV they happen to have on their system. While the scans are being performed, I'll check the firewall to make sure that nothing has been added to it. After that, I'll check the installed programs (sorted by date) and see if anything malicious has been installed. Once done with that, I'll check the startup items and see if anything out of the ordinary is there. In my experience they don't typically install anything. If they do, it's usually Supremo. Their goal is to just get the credit card information.

 

Hope this helps!

 

P.S. If anyone has any suggestions on how to modify this process let me know.



#3 FreeBooter

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Posted 11 November 2017 - 08:48 AM

Please ask for malware infection checkup at Am I infected? What do I do? forum.


Share your knowledge. Its a way to achieve immortality.
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#4 britechguy

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Posted 11 November 2017 - 09:32 AM

I had meant to move this thread and got distracted.  It is now appropriately placed in the "Am I infected? What do I do?" forum.  Better late than never!


Brian  AKA  Bri the Tech Guy (website address in my profile) Windows 10 Home, 64-bit, Version 1709, Build 16299

       

    Plus ça change, plus c'est la même chose
              

 


#5 dc3

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Posted 11 November 2017 - 10:10 AM

Please run the security scans below in the order they are posted.  Post the logs in your topic.   Please do not wrap your logs in quotes or code brackets or use use spoilers.
 
 
Please download and run RKill

RKill is an easy to use tool that kills known processes and removes Windows Registry entries that stop a user from using their normal security applications.  RKill will not remove any of the processes it stops, you will need to run security scans to remove any malware found.  These settings will remain until the computer is rebooted, for this reason you must run your security applications before the computer is rebooted.  

Please download RKill and install it.

When RKill is run it will display a console screen similar to the one below:

icHPxaT.png

After this has run you will see another image explaining that RKill has finished running and you should be able to run the scan.  You need to click/tap on OK.

2Q1rnlf.png

When RKill has finished running a log will be displayed showing all of the processes that were terminated by RKill.

AttentionAt this time you need to run your security applications listed below.  When the scan has finished running a lot will be posted in Notepad.  Copy and paste this log in your topic.

Importanat: There is a possibility that malware may recognize RKill and keep it from running, if this is the case do the following.

If while RKill is running you may see a message from the malware stating that the program could not be run because it is a virus or is infected.  This is the malware trying to protect itself.  Two methods that you can try to get past this and allow RKill to run are:

1)  Rename Rkill so that it has a .com extension.

2)  Download a version that is already renamed as files that are commonly white-listed by malware. The main Rkill download page contains individual links to renamed versions.  

After the application has run successfully and you have run the requested scans you should reboot the computer to restore the processes and Windows Registry entries.


Please run Malwarebytes AntiMalware

Please download Malwarebytes Anti-Malware 2.2.

1)  Double-click on mbam-setup.exe, then click on Run to install the application, follow the prompts through the installation.

2)  Malwarebytes will automatically open.  You will see an image like the one below, click on Update Now.  

4YSU8ND.png

3)  Click on Settings, you will see a image like the one below.

35AFYEE.png

When Settings opens click on Detection and Protection, then under Non-Malware Protection, click on the down arrow for PUP (Potentially Unwanted Programs) detections and select Treat detections as malware.  Under Detection Options place a check in the box for Scan for rootkits

4)  Click on Scan (next to Settings), then click on Scan Now.  The scan will automatically run now.

5)  When the scan is complete the results will be displayed.  Click on Delete All.

jEVtTTK.png

6)  Please post the Malwarebytes log.

To find the Malwarebytes log do the following.  Copy and paste the log in your topic.

*Open Malwarebytes Anti-Malware.
*Click the Scan Tab at the top.
*Click the View detailed log link on the right.
*Click Copy to Clipboard at the bottom...come back to this thread, click Add Reply, then right-click and choose Paste.
*Alternatively, you can click Export and save the log as a .txt file on yout Desktop or another location.
*Be sure to post the complete log to include the top portion which shows MBAM's database version and your operating system.
 
 
Please run TDSSKiller.
 
Please download TDSSKiller from here and save it to your Desktop.

The log for the TDSSKiller can be very long.  If you go to the bottom of the log to where you find Scan finished you will see the results of the scan.  If it shows Detected object count: 0 and Actual detected object count: 0, this means that nothing malicious was found and you will not need to post the log.
 
1.  Doubleclick on TDSSKiller.exe to run the application, then click on Change parameters.
 
2.  Check Loaded Modules, Verify Driver Digital Signature, and Detect TDLFS file system.
 
If you are asked to reboot because an "Extended Monitoring Driver is required" please click Reboot now.
 
3.  Click Start Scan and allow the scan process to run.
 
hRffsT6.png
 
4.  If threats are detected select Cure (if available) for all of them unless otherwise instructed.
 
***Do NOT select Delete!

Click on Continue.
 
5.  Click on Reboot computer.
 
Please copy the TDSSKiller.[Version]_[Date]_[Time]_log.txt file found in your root directory (typically c:\) and paste it into your next reply.

Note:  The log may be very long.  You may need to break it into parts to post the whole log in your topic.
 
 
Please download AdwCleaner and install it.

When AdwCleaner opens click on Scan to start the scan.

ZQk62WV.png

Once the search is complete a list of the pending items will be displayed.  If you see any which you do not want removed, remove the check mark next to it.

If there are no malicious programs are found you will receive a message informing you of this.  
 
Click on Clean to remove the selected items.  If you have any questions about any items in the list please copy and paste the list in your topic so we can review it.  

CsqnoTW.png
 
You will receive a message telling you that all programs will be closed so that the infections can be removed.  Click on OK.  The computer will be restarted to complete the cleaning process.
 
When the cleaning process is complete a log of what was removed will be presented.  Please copy and the paste this log in your topic.


Please run the ESET OnlineScan

This scan takes quite a long time to run, so be prepared to allow this to run
till it is completed.

***Please note. If you run this scan using Internet Explorer you won't need
to download the Eset Smartinstaller.***

ESET Online Scanner

  • Click here to download the installer for ESET Online Scanner and save it to your Desktop.
  • Disable all your antivirus and antimalware software - see how to do that
    here
    .
  • Right click on esetsmartinstaller_enu.exe and select Run as Administrator.
  • Place a checkmark in YES, I accept the Terms of Use, then click Start. Wait for ESET Online Scanner to load its components.
  • Select Enable detection of potentially unwanted applications.
  • Click Advanced Settings, then place a checkmark in the following:
    • Remove found threats
    • Scan archives
    • Scan for potentially unsafe applications
    • Enable Anti-Stealth technology
  • Click Start to begin scanning.
  • ESET Online Scanner will start downloading signatures and scan. Please be patient, as this scan can take quite some time.
  • If threats are found click on Save to text file in Documents.
  • Open Documents, find the report, copy and paste it in your topic.

Edited by dc3, 11 November 2017 - 10:47 AM.

Family and loved ones will always be a priority in my daily life.  You never know when one will leave you.

 

 

 

 





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