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Called fake Yahoo number looking for help with e-mail, need help


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#1 Tim1731

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Posted 13 March 2018 - 01:59 PM

I need this computer checked.  I thought I was getting assisted by Yahoo support, but now I see it must of been some third party.  They put some fake app called GoToAssist on my computer that allowed remote access as they pretended to help me.  Of course I was never asked if I wanted to allow remote assistance.  Please help.

 

Tim



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#2 buddy215

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Posted 13 March 2018 - 04:17 PM

Help for Yahoo Mail for Desktop

 

Did you pay them? If so, you should dispute the charges.

 

Other than a remote access program...did the criminals install any other program that was used to scan your computer?

 

Have you deleted the remote access program?

 

Use the programs below to clean, remove adware and remove 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 Google Chrome and Avast.

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

 

Malwarebytes - Clean Mode

  • Download and install the free version of Malwarebytes
    Note: If you have Malwarebytes already installed, you don't need to install it again. Simply start from the next bullet point
  • Once Malwarebytes is installed, launch it and let it update its database. You might have to click on the little arrow by Scan Status in the middle right pane for it to do so
  • Once the database update is complete, click on the Scan tab, then select the Threat Scan button and click on Start Scan
  • Let the scan run, the time required to complete the scan depends of your system and computer specs
  • Once the scan is complete, make sure that the first checkbox at the top is checked (which will automatically check every detected item), then click on the Quarantine Selected button
    • If it asks you to restart your computer to complete the removal, do so
  • Click on Export Summary after the deletion (in the bottom-left corner) and select Copy to Clipboard. Paste the content in your next reply

Download AdwCleaner by Xplode onto your desktop. (compatible with Windows 7, 8 and 10)

  • 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.

Edited by buddy215, 13 March 2018 - 04:26 PM.

“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.”

#3 Tim1731

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Posted 14 March 2018 - 01:09 AM

No, I didn't pay them.  They claimed that my IP address had been compromised.  And they recommended two companies that would fix the "problem" for under $200. 

 

Yes, I'm pretty sure they scanned some files.

 

When I went to delete the remote access program, it had already disappeared from my desktop.

 

I ran CCleaner, but not AdwCleaner because I'm on XP.  Sorry, I should have stated that in my first post.  Not sure if you want me to run it, because I already have it downloaded.

 

Here is the Malwarebytes log:

 

-Log Details-
Scan Date: 3/13/18
Scan Time: 11:04 PM
Log File: 6de51535-2734-11e8-8581-0013201b4777.json
Administrator: Yes

-Software Information-
Version: 3.3.1.2183
Components Version: 1.0.262
Update Package Version: 1.0.4346
License: Premium

-System Information-
OS: Windows XP Service Pack 3
CPU: x86
File System: NTFS
User: TEAGUE

-Scan Summary-
Scan Type: Threat Scan
Result: Completed
Objects Scanned: 316346
Threats Detected: 0
(No malicious items detected)
Threats Quarantined: 0
(No malicious items detected)
Time Elapsed: 47 min, 27 sec

-Scan Options-
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Detect
PUM: Detect

-Scan Details-
Process: 0
(No malicious items detected)

Module: 0
(No malicious items detected)

Registry Key: 0
(No malicious items detected)

Registry Value: 0
(No malicious items detected)

Registry Data: 0
(No malicious items detected)

Data Stream: 0
(No malicious items detected)

Folder: 0
(No malicious items detected)

File: 0
(No malicious items detected)

Physical Sector: 0
(No malicious items detected)


(end)



#4 buddy215

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Posted 14 March 2018 - 07:32 AM

Since Adw Cleaner says it is not compatible with XP then don't use it.

 

Unless you see something like sloooow computer or excessive ads I think you are good to go.

 

If you do a search for help with any popular program you will usually see at the top of the list results for scammers.

Always open the programs and they usually will give a link for Help.

 

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.”

#5 Tim1731

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Posted 14 March 2018 - 10:27 AM

Thanks for your help.

 

You think the Malwarebytes scan found everything?

 

I've got to say, even before the call with the fake Yahoo people, I wondered if I was infected.  I can't get into my Yahoo e-mail without giving an Account key.  And certain websites make my screen freeze.  When I close down the frozen page, I can't get back on to the internet.  The only way that I can reconnect is to restart the computer.  I don't know why I can't just close the page, and then log back on without restarting.



#6 buddy215

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Posted 14 March 2018 - 12:17 PM

Which browser or browsers is this happening in? It could be an extension causing the problem. It could be an XP problem as

programs and browsers are poorly or not at all being supported in XP. Might be time to move to another Operating System. Many

XP computers have moved to a Linux OS. Which works great on older computers and allows for the latest browsers to be run. If you

want to know more about Linux there is a forum here at BC just for that and has numerous Linux users that would be more than glad

to assist.

 

Malwarebytes didn't find anything.


“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.”

#7 Tim1731

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Posted 14 March 2018 - 04:11 PM

It mostly happens in Firefox, sometimes in Chrome.  Yeah, it's time to move on to another operating system.  The computer hasn't really had any problems, so I was just waiting to get a new computer before changing systems.  I'll definitely check out that Linux forum though.

 

When I asked that question about Malwarebytes, I was wondering if I should try a different anti-malware scan also. Just in case Malwarebytes failed to detect something.



#8 buddy215

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Posted 14 March 2018 - 04:24 PM

You can try scanning using Eset's Online Scanner. I think it will still work in XP.

 

Firefox will end its support in XP and Vista in June. Chrome ended support 2 years ago according to what I just read.

 

You can actually test run a Linux Distro without installing it. It will run on a DVD or Flash Drive and using the computer's RAM.

Doesn't affect the hard drive. Once you have used it for a while to test you can install it or not on your hdd dual booted with XP or replace XP.

 

Download and run the FREE online scanner from Free Virus Scan | Online Virus Scan from ESET | ESET

  • 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.
  • When the scan is done, click List threats (only available if ESET Online Scanner found something).
  • Click Export, then save the file to your desktop.
  • Click Back, then Finish to exit ESET Online Scanner.

Edited by buddy215, 14 March 2018 - 04:40 PM.

“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 Tim1731

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Posted 15 March 2018 - 12:24 AM

The Eset scanner found 6 threats and cleaned them.

 

5 were potentially unsafe applications-  Win32/Bundled.Toolbar.Google.D

 

1 was a Trojan-  Win32/TrojanDownloader.Tracur.F trojan



#10 buddy215

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Posted 15 March 2018 - 07:44 AM

What version of Firefox are you using? To find that...open Firefox...click on Help...click on About Firefox.


“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 Tim1731

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Posted 15 March 2018 - 03:33 PM

I'm using Firefox ESR (Extended Support Release) 52.7.0 (32-bit).



#12 buddy215

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Posted 15 March 2018 - 08:00 PM

Did you click on Check For Updates when at that window for finding what Firefox was installed? I think there is a later release...52.7.1

 

One thing you can try is running Firefox with add-ons disabled. See if the performance improves and if it does....add

back one add-on at a time to find the one or more that are causing a problem.

 

You can start a new topic in the malware removal forum if you still suspect malware.

 

Please follow the instructions in the Malware Removal and Log Section Preparation Guide starting at Step 6.

  • If you cannot complete a step, then skip it and continue with the next.
  • In Step 6 there are instructions for downloading and running FRST which will create two logs.

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.

Start a new topic, give it a relevant title and post your log(s) along with a brief description of your problem, a summary of any anti-malware tools you have used and a summary of any steps that you have performed on your own. If you cannot produce any of the required logs...start the new topic anyway. Explain that you followed the Prep. Guide, were unable to create the logs, and describe what happened when you tried to create them. A member of the Malware Removal Team will walk you through, step by step, on how to clean your computer.

After doing this, please reply back in this thread with a link to the new topic so we can close this one.

 

DO NOT bump your new topic. Wait for a response from one of the Team Members.


“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 buddy215

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Posted 16 March 2018 - 03:07 PM

I was just looking to see if you had started a new topic or not. I saw that in 2013 you asked for help in removing the same trojan as

Eset identified....Trojan Tracur. So, I'm thinking that some remnant of the 2013 infection was found by Eset.

Trojan Tracur virus has stopped computer from connecting to internet - Virus, Trojan, Spyware, and Malware Removal Logs


“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.”

#14 Tim1731

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Posted 16 March 2018 - 04:00 PM

I just updated Firefox.  I have version 52.7.2 now.  They just came out with 52.7.0 about 3 days ago.

 

I tried disabling the add-ons before, but the problem persisted.  Only 4 had been enabled though.

 

Yeah, I guess that could be part of the same Trojan still lurking.

 

I'll start the new topic after running FRST.



#15 Tim1731

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Posted 19 March 2018 - 01:36 PM

New topic:  https://www.bleepingcomputer.com/forums/t/673528/when-computer-freezes-on-certain-websites-i-am-disconnected-from-internet/

 

Thanks for your help buddy215.






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