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Please help me ensure my computer isn't affected

Discussion in 'Is my Computer infected?' started by Mara, Nov 27, 2016.

  1. Mara

    Mara Registered Members

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    Location:
    British Columbia, Canada
    Operating System:
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    Hi,

    This first post is from me, Mara, on behalf of Liz ...

    She is running Windows 10, 64 bit

    CPU is Intel Pentium 2.13 GG

    Ram is 6.0 GB Dual channel

    Motherboard is Acer 1D49C

    Storage is 698 GB

    She is also running Windows Defender

    (SPECCY was downloaded, installed and run to obtain the above information).

    Her problem is compounded by not being familiar with Windows 10 and, perhaps because of the problem she will tell you about, unfortunately, even the most basic things such as 'Run>Disk Cleanup is not accessible on her computer, for example.
     
  2. Mara

    Mara Registered Members

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    Liz is sitting here beside me but her computer doesn't seem to want to 'load', not even her Outlook page to check her mail.

    The below is what she had written and was going to type here when asking for help:

    "
    While on the internet, I unfortunately clicked on a pop-up page that TechLiveConnect had - but it didn't say their name - it looked like it was a page from Microsoft.


    and I signed up to have my computer protected (payment went to Avengate Customer Service).


    When I realized that the company wasn't going to really offer me computer security, I asked for my money back.


    A man from their company phoned to say they would give me my $300 back if I let them set up a PayPal account for me.


    But the man kept phoning and phoning and the other day said I had to let him into my computer if I wanted my money back.


    When he couldn't access my computer, he became very nasty and swore repeatedly ... then called back every minute for several minutes and, on the last call, left a message saying he was going to give both my telephone number and computer information to "everyone".


    My friend attempted to delete the entire TechLiveConnect program, using Windows 'Add/Delete' and when double-checking it was really gone, again using Window 'Add/Delete', this time attempting to uninstall led directly back to their company website".
     
  3. Mara

    Mara Registered Members

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    Oh dear, Liz (on her computer) arrived back at our site and had a "confirm your account by following the link below" ... but when she clicks on it, her computer browser (Outlook) says, "Hmmm, we can't reach this page".
     
  4. Mara

    Mara Registered Members

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    Wondering ... unless Liz and I can get her computer more responsive ... is it possible to help her here ... and I will download any software suggested, place it on a thumb drive and pop it into her laptop?
     
  5. Rustys

    Rustys Super-Moderator Super Moderators

    Joined:
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    Location:
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    Operating System:
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    Computer Brand or Motherboard:
    Compaq H3900 (Windows 2002)
    CPU:
    Intel (R) PXA250
    Memory:
    64 MB RAM 48 MB ROM
    Hard Drive:
    Yes
    Graphics Card:
    4 D
    Power Supply:
    Solar
    First thing to do if this was placed on a Credit Card is contact the Card Company and explain to them the situation and file a charge back.

    Contact local law enforcement and file a report.

    Those type of scams and scare tactics are ramped on the net.

    Next thing I would do is not allow that system onto the net until our security team has had a look at it. Using a thumb drive here would be an excellent idea.

    Preparation for Malware removal help..WinXP, Vista, Win7, Win8 , Win8.1 and 10

    Create a there in the Malware Removal Help section.
     
  6. Bill

    Bill Registered Members

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    Computer Brand or Motherboard:
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    8GB Kingston DDR3 1600
    Hard Drive:
    Plextor SSD SATA 6 128 GB, WD Velociraptor 150g
    Graphics Card:
    eVGA GTX 550 TI
    Power Supply:
    Antec NeoPower 550w
    Welcome back Mara, been a long time.
     
  7. Mara

    Mara Registered Members

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    Thank you, Bill - yes, it's been so very long and it's lovely to be back! (I was gone so long I managed to forget my password and got myself 'locked out' of our site and our dear Cindy had to rescue me - huge gentle smile!).

    Rusty, thank you for confirming that using a thumb drive to transfer anything needed from my computer to her laptop is safer for right now.
     
  8. starbuck

    starbuck Administrator - Malware Removal Specialist Administrator

    Joined:
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    Graphics Card:
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    Hi Mara, long time no see.
    Just follow the instructions in Rustys post.
    Run the AdwCleaner program as well...... but make sure that this is run before FRST.
    Once you post the reports I'll take a look for you and get rid of this rubbish.
     
  9. Mara

    Mara Registered Members

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    And, with the FRST, didn't know whether to click on it's 'FIX' button or not.
    Thanks so much!
     
  10. Mara

    Mara Registered Members

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    Hi Starbuck - lovely to 'see' you and thanks for helping!

    We ran the AdwCleaner program first - but when attempting to save both the 'before' and 'after fixing' log, Liz's computer kept going 'poof' so we don't have them, unfortunately.

    Do hope the FRST log help clarify if all the nasty stuff is now gone.
     
  11. starbuck

    starbuck Administrator - Malware Removal Specialist Administrator

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    Location:
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    AMD Athlon II x2 250 Processor 3.00GHz
    Memory:
    8gb DDR3
    Hard Drive:
    500gb SATA
    Graphics Card:
    ASUS GeForce GTX 960 2gb
    Power Supply:
    650w PowerCool X-Viper

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