Friend allowed scammers on laptop - help!

  bob dob 15:23 31 May 2017

Hi all. A good friend told me yesterday that he's been trying to get BT out to fix his router. Unfortunately he was phoned on the weekend by some scammers who claimed they were from BT and he allowed them remote access to his laptop and they downloaded some software. At the point that they asked him to log on to his internet banking he hung up and uninstalled the software.

I urged him to update and run Malwarebytes and SuperAntiSpyware as well as his Avast antivirus.

He's told me that he ran the MalwareBytes scan and it didn't find anything but it then asked him to update it. He did, then it asked him to reboot. He did and upon restart it is asked him for the admin password, he put it in but now can't get it to safe mode or to progress in to windows at all.

Any ideas, please?

  bob dob 16:06 04 Jun 2017

Thank you for that. There is no sticker on the laptop, is there any way to find out whether it is 32 or 64 bit, please?

  lotvic 16:08 04 Jun 2017

There is no sticker on the laptop

Have a look underneath the battery (take battery out)

  Fruit Bat /\0/\ 16:11 04 Jun 2017

Make and model?

Its almost certainly 64bit

  bob dob 16:25 04 Jun 2017

Nothing under there but, if it helps, it's a HP and this info is on the rear of the laptop: Serial number cnd6212088 Product F0F62EA#ABU

  KEITH 1955 16:42 04 Jun 2017

type dxdiag into search box and run it , it will almost certainly say 64 bit

  Fruit Bat /\0/\ 17:35 04 Jun 2017

Then its probably one of these click here and definitely is 64bit

  bob dob 22:00 04 Jun 2017

Hi all. Update - I burnt and ran the DVD and tried the 'diagnose' option but this didn't help. I'm now at the stage of resetting (but keeping the personal files) but I get the blue screen and the text of: Reset this PC You need to sign in as an administrator to continue but there aren't any administrator accounts on this PC

There is an option of clicking 'Forgotten your password or can't see your account'

Should I?

  Fruit Bat /\0/\ 18:22 05 Jun 2017

CAn you get to command prompt?

  bob dob 18:25 05 Jun 2017

Sorry for the naivety but not sure how to?

  Fruit Bat /\0/\ 19:26 05 Jun 2017

If you have booted from the windows 10 iso on the usb

read click here from the part that says Booting to Recovery Environment with Windows 10 installation media or Recovery Drive/System Repair Disc

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