Remove the MyPC Doctor Tech Support Scam (Removal Guide)

  • January 26, 2017

The MyPC Doctor Tech Support Scam is a Trojan from the Trojan.Tech-Support-Scam family that locks you out of your Windows desktop and displays a lock screen asking you to enter a password to gain access. This lock screen pretends to be security warning stating that your computer has a problem and that you should contact MyPC Doctor for help. Randomly, this tech support scam will also display a screen that pretends to be an alert from Malwarebytes stating that your computer encountered a problem and that you should contact the listed number.

It goes without saying that this a scam that is designed to scare you into thinking your computer has a problem so that you contact the remote tech support number. Once you call the number the scammers will most likely try to sell you unnecessary support services and software.

  • MyPC Doctor Alert
  • Fake Malwarebytes Alert

The screen locker that is displayed instead of your desktop will contain a small box that contains the following alert and has a password prompt: The text of this alert is:

ERROR_BAD_COMMAND 22 (0x15)
The device is not ready
Contact Support: 1-855-223-9012

The background for the main lock screen will also contain an alert stating that it is from MyPC Doctor. This alert reads:

MyPC Doctor

Alert!!
A problem has occurred that needs your attention:
Error Code generated: b-00xx01
Please Call us for more assistance.
We will be helping you 24X7.

Toll Free Number
1855 223 9012
0800 0662548

Finally, the Trojan will also display another alert Windows that pretends to be from Malwarebytes that states:

Malwarebytes

Alert!!
A problem has occurred that needs your attention:
Error Code generated: b-00xx01
Please Call us for more assistance.
We will be helping you 24X7.

Toll Free Number
1855 223 9012
0800 0662548

The good news is that even though this Trojan can be a pain to remove, it can be done for free if you follow the instructions in the guide below. If anyone needs any help with this procedure, they are more than welcome to ask in the forums for assistance.

How did the fake MyPC Doctor Tech Support Scamget on my computer?

It is important to note that this Trojan is installed by other programs that did not adequately disclose that other software would be installed along with it. Therefore, it is important that you pay attention to the license agreements and installation screens when installing anything off of the Internet. If an installation screen offers you Custom or Advanced installation options, it is a good idea to select these as they will typically disclose what other 3rd party software will also be installed. Furthermore, If the license agreement or installation screens state that they are going to install a toolbar or other unwanted adware, it is advised that you cancel the install and not use the free software.

Without a doubt, this scam was created to trick you into calling the listed number so that the developers can try and convince you into purchasing unnecessary services or software. For no reason should you call this number, and if you have already have purchased services, I advise you to dispute the charges with your credit card company. To remove this Trojan and any related software for free, please use the removal guide below.

MyPC Doctor Tech Support Scam Removal Options

Self Help Guide

This guide contains advanced information, but has been written in such a way so that anyone can follow it. Please ensure your data is backed up before proceeding.

If you are uncomfortable making changes to your computer or following these steps, do not worry! Instead you can get free one-on-one help by asking in the forums.

To remove MyPC Doctor Tech Support Scam, follow these steps:

1

This removal guide may appear overwhelming due to the amount of the steps and numerous programs that will be used. It was only written this way to provide clear, detailed, and easy to understand instructions that anyone can use to remove this infection for free. Before using this guide, we suggest that you read it once and download all necessary tools to your desktop. After doing so, please print this page as you may need to close your browser window or reboot your computer.

2

From another computer, please download the reg file from the following locations and save it to an external media such as an CD, DVD, external hard drive, or a USB flash drive. We will then use the external drive or flash drive to to transfer these files to your infected computer. If you do not own a USB flash drive, you can get one from any local or online computer store for a small price. Some examples of good and cheap ones can be found at Newegg and Amazon.

The files that you should download onto this device are:

FixShell.reg

If you do not have a flash drive or removable media that you can use, I will be giving more advanced instructions on how to manually delete the Windows Registry in Step 7. These manual instructions should only be used if you know how to delete entries in the Windows Registry as deleting the wrong keys could make your computer become unusable.

3

Once you have downloaded the above file and saved to your removable media, you need to plug it or insert it into your infected computer so we can access the file later.

4

Reboot your computer into Safe Mode with Command Prompt. If you do not know how to do this, you can follow the instructions in this tutorial:

How to start Windows in Safe Mode

Windows 10 users should follow the instructions in this tutorial instead:

How to Start Windows 10 in Safe Mode with Command Prompt

When following the steps in the chosen tutorial, select Safe Mode with Command Prompt rather than just Safe Mode. When the computer reboots into Safe Mode with Command Prompt make sure you login with the username you normally use.

Once you login, you will be presented with a blank screen containing a Command Prompt that you can type in to execute commands as shown below.

Safe Mode with Command Prompt

5

The Command Prompt allows you to type commands and then press Enter on your keyboard to execute them. In this Command Prompt window, please type explorer.exe and then press Enter on your keyboard.

6

The Windows desktop will now appear. When the desktop appears you can then close the Command Prompt window by clicking on the X.

7

If you copied the FixShell.reg file onto a removable media, you can access it by using one of the following methods. If using Windows 10, you can click on the Windows Start button, click on the File Explorer menu option, and then click on This PC to see all the drive letters. In Windows 7, just click on the Start button and then double-click on Computer.

Once you see the drive letter associated with the removable device that has FixShell.reg on it, double-click the drive letter to open it. When the Window opens and you see the FixShell.reg file, double-click on it and allow the data to be merged into the Windows Registry.

If you did not have a removable media and could not use the FixShell.reg file or decided to manually modify the Windows Registry, click on the Start buton and then type in the search field regedit.exe. When regedit.exe or Registry Editor appears in the search results, click on it to open it.

Safe Mode With Command Prompt

The Windows Registry Editor, as shown in the image above, will appear. You need to navigate to the following key:

HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Winlogon.

You do this by expanding the key names in the left pane of the Window till you are at HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Winlogon as shown by the blue arrow in the image above . Once on that key, click on the Winlogon key and you will see the various values under that key in the right pane of the Window. Right-click on the Shell value and select the Delete option. If it prompts you if you are sure you want to delete the value, please allow it to do so.

Once the Shell value is deleted, you can close the Registry Editor program.

8

If your computer is still in Safe Mode with Command Prompt, you can now reboot your computer back to normal mode. To do this, press the Ctrl+Alt+Delete keys on your keyboard at the same time, then restart from the power button that appears on the screen.

For Windows 10 & Windows 8, the power button will look like Windows 10 Power Button. In Windows 7 the power button will look like Windows 10 Power Button.

Once your computer is rebooted and you are back at the Windows desktop, you can proceed with the rest of the instructions.

9

To terminate any programs that may interfere with the removal process we must first download the Rkill program. Rkill will search your computer for active malware infections and attempt to terminate them so that they wont interfere with the removal process. To do this, please download RKill to your desktop from the following link.

img
Rkill

When at the download page, click on the Download Now button labeled iExplore.exe. When you are prompted where to save it, please save it on your desktop.

10

Once it is downloaded, double-click on the iExplore.exe icon in order to automatically attempt to stop any processes associated with MyPC Doctor Tech Support Scam and other malware. Please be patient while the program looks for various malware programs and ends them. When it has finished, the black window will automatically close and a log file will open. Please review the log file and then close so you can continue with the next step. If you have problems running RKill, you can download the other renamed versions of RKill from the rkill download page. All of the files are renamed copies of RKill, which you can try instead. Please note that the download page will open in a new browser window or tab.

Do not reboot your computer after running RKill as the malware programs will start again.

11

At this point you should download Malwarebytes Anti-Malware, or MBAM, to scan your computer for any any infections, adware, or potentially unwanted programs that may be present. Please download Malwarebytes from the following location and save it to your desktop:

logo
Malwarebytes Anti-Malware
12

Once downloaded, close all programs and Windows on your computer, including this one.

13

Double-click on the icon on your desktop named mb3-setup-1878.1878-3.0.6.1469.exe. This will start the installation of MBAM onto your computer.

14

When the installation begins, keep following the prompts in order to continue with the installation process. Do not make any changes to default settings and when the program has finished installing, make sure you leave Launch Malwarebytes Anti-Malware checked. Then click on the Finish button. If MalwareBytes prompts you to reboot, please do not do so.

15

MBAM will now start and you will be at the main screen as shown below.

Malwarebytes Anti-Malware

We now need to enable rootkit scanning to detect the largest amount of malware and unwanted programs that is possible with MalwareBytes. To do this, click on the Settings button on the left side of the screen and you will be brought to the general settings section.

Now click on the Protection tab at the top of the screen. You will now be shown the settings MalwareBytes will use when scanning your computer.

Malwarebytes Anti-Malware Detection and Protection Settings Page

At this screen, please enable the Scan for rootkits setting by clicking on the toggle switch so it turns green.

16

Now that you have enabled rootkit scanning, click on the Scan button to go to the scan screen.

Malwarebytes Anti-Malware Scan Screen

Make sure Threat Scan is selected and then click on the Start Scan button. If there is an update available for Malwarebytes it will automatically download and install it before performing the scan.

17

MBAM will now start scanning your computer for malware. This process can take quite a while, so we suggest you do something else and periodically check on the status of the scan to see when it is finished.

Malwarebytes Anti-Malware Scanning

18

When MBAM is finished scanning it will display a screen that displays any malware, adware, or potentially unwanted programs that it has detected. Please note that the items found may be different than what is shown in the image below due to the guide being updated for newer versions of MBAM.

MalwareBytes Scan Results

You should now click on the Remove Selected button to remove all the selected items. 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. Once your computer has rebooted, and you are logged in, please continue with the rest of the steps.

19

You can now exit the MBAM program.

20

Now please download AdwCleaner and save it to your desktop. AdwCleaner will scan your computer for adware programs that may have been installed on your computer without your knowledge. You can download AdwCleaner from the following URL:

img
AdwCleaner
21

When AdwCleaner has finished downloading, please double-click on the AdwCleaner.exe icon that now appears on your desktop. Once you double-click on the icon the AdwCleaner program will open and you will be presented with the program's license agreement. After you read it, click on the I agree button if you wish to continue. Otherwise, click on the I disagree button to close the program. If Windows prompts you as to whether or not you wish to run AdwCleaner, please allow it to run.

If you selected to continue, you will be presented with the start screen as shown below.

AdwCleaner Start Screen

22

Now click on the Scan button in AdwCleaner. The program will now start to search for known adware programs that may be installed on your computer. When it has finished it will display all of the items it has found in Results section of the screen above. Please look through the results and try to determine if the programs that are listed contain ones that you do not want installed. If you find programs that you need to keep, then uncheck the entries associated with them.

For many people, the contents of the Results section may appear confusing. Unless you see a program name that you know should not be removed,please continue with the next step.

23

To remove the adware programs that were detected in the previous step, please click on the Clean button on the AdwCleaner screen. AdwCleaner will now prompt you to save any open files or data as the program will need to close any open programs before it starts to clean.

Please save your work and then click on the OK button. AdwCleaner will now delete all detected adware from your computer. When it is done it will display an alert that explains what PUPs (Potentially Unwanted Programs) and Adware are. Please read through this information and then press the OK button. You will now be presented with an alert that states AdwCleaner needs to reboot your computer.

AdwCleaner Reboot Prompt

Please click on the OK button to let AdwCleaner reboot your computer.

24

When your computer reboots and you are logged in, AdwCleaner will automatically open a log file that contains the files, registry keys, and programs that were removed from your computer.

AdwCleaner Log

Please review this log file and then close the Notepad Window.

25

Now you should download HitmanPro from the following location and save it to your desktop:

img
HitmanPro

When you visit the above page, please download the version that corresponds to the bit-type of the Windows version you are using.

26

Once downloaded, double-click on the file named HitmanPro.exe (for 32-bit versions of Windows) or HitmanPro_x64.exe (for 64-bit versions of Windows). When the program starts you will be presented with the start screen as shown below.

HitmanPro Start Screen

Now click on the Next button to continue with the scan process.

27

You will now be at the HitmanPro setup screen. If you would like to install the 30 day trial for HitmanPro, select the Yes, create a copy of HitmanPro so I can regularly scan this computer (recommended) option. Otherwise, if you just want to scan the computer this one time, please select the No, I only want to perform a one-time scan to check this computer option.

Kickstart Setup Options

Once you have selected one of the options, please click on the Next button.

28

HitmanPro will now begin to scan your computer for infections, adware, and potentially unwanted programs. When it has finished it will display a list of all the items that Hitman has found as shown in the image below. Please note that the items found may be different than what is shown in the image.

MalwareBytes Scan Results

You should now click on the Next button to have HitmanPro remove the detected items. When it is done you will be shown a Removal Results screen that shows the status of the various programs that were removed. At this screen you should click on the Next button and then if prompted you should click on the Reboot button. If HitmanPro does not prompt you to reboot, please just click on the Close button.

Once your computer has has restarted or you pressed the Close button, you should now be at your Windows desktop.

29

As many malware and unwanted programs are installed through vulnerabilities found in out-dated and insecure programs, it is strongly suggested that you use Secunia PSI to scan for vulnerable programs on your computer. A tutorial on how to use Secunia PSI to scan for vulnerable programs can be found here:

How to detect vulnerable and out-dated programs using Secunia Personal Software Inspector

Your computer should now be free of the MyPC Doctor Tech Support Scam program. If your current security solution allowed this program on your computer, you may want to consider purchasing the full-featured version of Malwarebytes Anti-Malware to protect against these types of threats in the future.

If you are still having problems with your computer after completing these instructions, then please follow the steps outlined in the topic linked below:

Preparation Guide For Use Before Using Malware Removal Tools and Requesting Help

Are Your Protected?

While Malwarebytes Anti-Malware & HitmanPro will scan and clean a computer for free, the free versions do not offer real-time protection. If you want to be fully protected at all times then it is recommended that you purchase a premium version.

img

Malwarebytes Anti-Malware

Purchase the full-featured version of Malwarebytes Anti-Malware, which includes real-time protection, scheduled scanning, and website filtering, to protect yourself against these types of threats in the future!


img

HitmanPro

Purchase the full-featured version of HitmanPro, which includes discover viruses, trojans, rootkits, spyware and other malware on up-to-date and fully protected computers using cloud protection and behavioral detections, to protect yourself against these types of threats in the future!

Disclaimer: While we do earn a commission from the sale of the above products, rest assured we only recommend them due to their effectiveness.

View Associated MyPC Doctor Tech Support Scam Files

C:\Program Files (x86)\GMusicPlayer C:\Program Files (x86)\GMusicPlayer\GMusicPlayer C:\Program Files (x86)\GMusicPlayer\GMusicPlayer\GMusicPlayer.exe C:\Program Files (x86)\GMusicPlayer\GMusicPlayer\track6.bat C:\Program Files (x86)\GMusicPlayer\GMusicPlayer\Uninstall.exe C:\Program Files (x86)\GMusicPlayer\GMusicPlayer\Uninstall.ini C:\Users\User\Desktop\GMusicPlayer.lnk C:\Windows\active.bat C:\Windows\active.exe C:\Windows\doctormypc.exe C:\Windows\jj.exe C:\Windows\mycent.exe C:\Windows\track.exe C:\Windows\tt.exe

View Associated MyPC Doctor Tech Support Scam Registry Information

HKCU\Software\Microsoft\Windows\CurrentVersion\Run\jj C:\Windows\jj.exe HKCU\Software\Microsoft\Windows\CurrentVersion\Run\labelexe C:\Windows\mycent.exe HKCU\Software\Microsoft\Windows\CurrentVersion\Run\MyPc Doctor C:\Windows\MyPc Doctor\MyPc Doctor.exe HKCU\Software\Microsoft\Windows NT\CurrentVersion\Winlogon\Shell C:\Windows\doctormypc.exe HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Run\jj C:\Windows\jj.exe HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Run\labelexe C:\Windows\mycent.exe HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\GMusicPlayer 1.00 HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\GMusicPlayer 1.00\DisplayName GMusicPlayer 1.00 HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\GMusicPlayer 1.00\DisplayIcon C:\Program Files (x86)\GMusicPlayer\GMusicPlayer\Uninstall.exe HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\GMusicPlayer 1.00\UninstallString C:\Program Files (x86)\GMusicPlayer\GMusicPlayer\Uninstall.exe HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\GMusicPlayer 1.00\NoModify 1 HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\GMusicPlayer 1.00\NoRepair 1 HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows NT\CurrentVersion\Winlogon\LegalNoticeCaption Windows Firewall Warning! HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows NT\CurrentVersion\Winlogon\LegalNoticeText You might be infected with adware / spyware virus. Call 1-855-223-9012 immediately. Fast assistance with removing viruses. (Toll-FREE 1-855-223-9012 , High Priority Call Line). Seeing these pop-up’s means that you may have a virus installed on your computer which puts the security of your personal data at a serious risk. It’s strongly advised that you call the number above and get your computer fixed before you continue using your internet, especially for shopping. Possible Privacy Breach if virus not removed immediately: Data exposed to risk: 1. Your credit card details and banking information. 2. Your e-mail passwords and other account passwords. 3. Your Facebook, Skype, AIM, ICQ and other chat logs. 4. Your private photos, family photos and other sensitive files. 5. Your webcam could be accessed remotely by stalkers with a VPN virus. (Toll-FREE 1-855-223-9012 , High Priority Call Line) HKLM\SOFTWARE\Wow6432Node\Microsoft\Windows NT\CurrentVersion\Winlogon\Shell "C:\Windows\doctormypc.exe"

This is a self-help guide. Use at your own risk.

BleepingComputer.com can not be held responsible for problems that may occur by using this information. If you would like help with any of these fixes, you can ask for malware removal assistance in our Virus,Trojan,Spyware, and Malware Removal Logs forum.

If you have any questions about this self-help guide then please post those questions in our Am I infected? What do I do? and someone will help you.

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