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?

  Archonar 09:01 20 Jun 2017

To reinstall windows in this case I would say the best way is to use the windows 10 media on a cd / usb. That way you know you are getting a completely clean install. Click here for the download link.

I would also say that it would be a good idea to completely clean the hard drive first if there is definitely no important data. that way you won't get any lingering partitions. You can access the command prompt from the installation media I linked earlier, then follow this guide to clean the disk. Once that is complete restart the pc and you can reinstall a completely fresh copy of windows from the usb. This will remove all data completely so make sure they are happy with this being done before you do it!

To get to command prompt from the installation media, click "repair this pc" when the install screen comes up, then "troubleshoot", it may be under "advanced options". You can run diskpart from there.

  bob dob 18:32 25 Jun 2017

Great! I have now installed it, thanks to you. However - one problem now remains: It is asking for the Windows product key and there is no sticker on the HP laptop.....

  bob dob 20:44 01 Jul 2017

Hey there. Thank you for that link. However, I used the default key and it seems to work fine....and now I've found the 'real' key under the battery. Is it worth changing it back to this or should I wait for any issues?

  bob dob 21:01 01 Jul 2017

I'm not sure he has one? Thank you for the advice. It's now installed, I've installed Superantispyware, malwarebytes, Defraggler,CCleaner and Avast and run them all (no nasties). Anything else I can do for him before I hand it back?

  bob dob 21:15 01 Jul 2017

Brilliant!! Thank you. Re SAS v Malwarebytes, I thought one was for spyware and one for malware?

  bob dob 23:51 02 Jul 2017

Great. And uninstall the other two I mentioned?

  bob dob 20:55 03 Jul 2017

Great. And uninstall the other two I mentioned?

  bob dob 19:35 04 Jul 2017

Thank you. Do I turn on Windows Defender Antivirus as well as the Avast that is currently installed?

  bob dob 20:14 04 Jul 2017

Wow you're good!

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