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Help I have tried everything [Closed]

Ransomware

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#1
makedo

makedo

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I have a serious problem that I have tried to remedy, I had a call from a supposed HP Technician telling me I had 139 registry errors, being completely naieve I let this person in my computer, while he had a white piece of paper up covering my screen contents he obviously installed something on my computer, everything I have tried including driver updates, all the other updates as a result fail, if I go deep into my computer and oust this persons infection it returns right after it shuts down my computer and comes back as a windows update gggrrrr which of course it is not as I fight tooth and nail for the right windows updates that inevitably fail, Can someone who is a little more savy than me please help, Thanks in advance.


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#2
DanoNH

DanoNH

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Hello and Welcome! :welcome:

My name is Dan, and I'll be helping you with your issues. If someone else is helping you, either here or at another malware removal assistance site, please let me know so that I may direct my efforts to helping another user.  The Staff at Geeks To Go are ALL volunteers; please keep that in mind if I dont answer your post as quickly as youd like. I give what time I can.  PLEASE be patient. ;)
  • Please note that you should have Administrator rights to perform any fixes.

  • Before we proceed, you may wish to print instructions for easy reference during the fix.  Please be aware that many of the required URLs are hyperlinks in the blue names shown on your screen. Part of the fix may require you to be in Safe Mode, which might not allow you to access the internet, or my instructions.

  • Please understand that malware removal is a complicated, multi-step process.  Therefore please stay with me until I tell you that your system is clean.  

  • Please do not make any system or program changes, or run any tools unless I specifically ask you to.  Attempting malware removal or clean-up yourself will only extend the time it will take to get your system clean.    If you get stuck or have questions, please stop and ask so I can help you.

  • Be sure to back up any personal data files you need to keep (documents, photos, etc.) to a USB flash drive or external hard disk.  While every attempt will be made to precisely repair the infections on your computer, due to the complexity and unpredictability of malware clean-up, there is always a risk of data loss.

  • When posting logs, please Copy & Paste the log file contents into a reply.  Use multiple posts if necessary, but please do not attach them or post them on a file hosting site, unless specifically asked to do so.
OK, let's see what we can do here...

First

When exactly did the issues first start happening?

Have a look at the malware and spyware cleaning guide.

Next

Please download Farbar Recovery Scan Tool and save it to your Desktop.

Note: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.
  • Right click on FRST on your Desktop and choose Run as Administrator (XP users click run after receipt of Windows Security Warning - Open File). When the tool opens, if asked, click Yes to disclaimer.
  • Make sure the Addition.txt check-box is checked.
  • Press Scan button.
  • It will produce two logs called FRST.txt and Addition.txt in the same directory the tool is run from.
  • Please copy and paste the contents of both of those logs back here.

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#3
DanoNH

DanoNH

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Let me also ask you these questions while I'm waiting to see your logs:

  1. Did you pay them anything?
  2. What tools have you run on your system to try to clean it up since this happened?
  3. What did you disclose for personal information (just be generic, don't post any sensitive information here)?

Once you post the logs I've requested, it would be a good idea to disconnect the computer from the Internet until I can review your situation better.  If they installed remote access software on your machine, they could access your computer at any time.

 

Make sure you are subscribed to this thread and have another computer you can use to check your email (and my replies) from in the meantime. :)

 

 


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#4
DanoNH

DanoNH

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  • Malware Removal
  • 2,153 posts

Due to lack of feedback, this topic has been closed.

If you need this topic reopened, please contact a staff member. This applies only to the original topic starter. Everyone else please begin a New Topic.


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