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Help! Tech Support Scam - Pop up says must call to purchase - Sys


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#16
RKinner

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Your blue screen causes are all over the place and mostly known good Microsoft files so most were probably caused by overheating.  When did you do your dust removal?


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#17
lady2sylvia

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Hmm - it was Saturday, Feb 20th.


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#18
RKinner

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The last BSOD was the 2/19 so you did good!

 

How is it running now?


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#19
lady2sylvia

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Good morning! Everything seems to be running fine - no crashes or threatening pop-ups since we started this process. Did you find any malicious software or security issues during these scans? Or is it possible that running Malwarebytes and AdwCleaner did clean those up before my final dust-induced crash?

 

As you know, I'm currently using Norton Internet Security which costs something like $70.00 a year to keep updated. My cable company is offering McAfee for free - do you think that's a good program? Maybe in conjunction with some of the free anti-virus downloads?

 

Also, what are your thoughts on Windows 10? I'm getting constant reminders from Microsoft to upgrade, but I'm reluctant to do so with my 3+ year old computer. I've also heard that a lot of people are having problems when they do update.

 

Thanks again for your help!


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#20
RKinner

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No malware found.

 

Norton is a CPU hog and will slow down a PC about 5%.  McAfee is worthless.  I use the free Avast on all of my PCs but if you want to pay then consider Kaspersky or Bitdefender.  Both are always in the two of any anti-virus test and we see very few PCs with either anti-virus.  Avast also has a pay version which adds some bells and whistles.

 

Norton is known for not uninstalling correctly so after  you cancel your auto-pay account you need to follow this procedure:

 

Download your new anti-virus but don't install it yet..
Download and save the norton removal tool
 
Right click on /Norton_Removal_Tool.exe and Run as admin.
 
Then reboot and install your new anti-virus (right click and Run As Admin).  If you decide to use Avast I have a few recommendations on how to configure it for the best experience so let me know.
 
I haven't upgraded to 10 yet but from what I've heard it's a lot better than 8 (which is the modern equivalent of Vista) and if something goes wrong it's fairly easy to back it out and go back to 8.  If you do decide to go with 10 you should probably uninstall your anti-virus and if you use it CryptoPrevent before the upgrade and then reinstall them afterwards.  We don't want them to fight the upgrade process and it will go a lot faster if your anti-virus doesn't check every file that gets installed.
 
Sounds like it's cleanup time:
 

  • Download Delfix from here
  • Ensure Remove disinfection tools is ticked
Also tick:
  • Create registry backup
  • Purge system restore
delfix.jpg
 
  • Click Run
 
The program will run for a few moments and then notepad will open with a log. Please paste the log in your next reply
 

Also make sure you have the latest versions of any adobe.com products you use like Shockwave, Flash or Acrobat.  
 
Whether you use adobe reader, acrobat or fox-it to read pdf files you need to disable Javascript in the program.  There is an exploit out there now that can use it to get on your PC.  For Adobe Reader:  Start, All Programs, Adobe Reader, Edit, Preferences, Click on Javascript in the left column and uncheck Enable Acrobat Javascript.  OK Close program.  It's the same for Foxit reader except you uncheck Enable Javascript Actions. 
 

If Chrome/Firefox is slow loading make sure it only has the current Java add-on.  Then download and run Speedy Fox.
http://www.crystalidea.com/speedyfox.  Close Chrome/Firefox. Hit Optimize.   You can run it any time that Chrome/Firefox seems slow.
 
Be warned:  If you use Limewire, utorrent or any of the other P2P programs you will almost certain be coming back to the Malware Removal forum.  If you must use P2P then submit any files you get to http://virustotal.combefore you open them.
 
Due to a recent rise in the number of Crytolocker infections I am now recommending you install:
 
CryptoPrevent
 
 
The free version does not update on its own so you should check for updated versions once in a while.
 
 
 
If you have a router, log on to it today and change the default password!  If using a Wireless router you really should be using encryption on the link.  Use the strongest (newest) encryption method that your router and PC wireless adapter support especially if you own a business.  See http://www.king5.com...-120637284.htmland http://www.seattlepi...ted-1344185.php for why encryption is important.  If you don't know how, visit the router maker's website.  They all have detailed step by step instructions or a wizard you can download.
 
Special note on Java.  Old Java versions should be removed after first clearing the Java Cache by following the instructions in:
Then remove the old versions by going to Control Panel, Programs and Features and Uninstall all Java programs which are not Java Version 7 update 25 or better.  These may call themselves: Java Runtime, Runtime Environment, Runtime, JRE, Java Virtual Machine, Virtual Machine, Java VM, JVM, VM, J2RE, J2SE.  Get the latest version from Java.com.  They will usually attempt to foist some garbage like the Ask toolbar, Yahoo toolbar or McAfee Security Scan on you as part of the download.  Just uncheck the garbage before the download (or install) starts.  If you use a 64-bit browser and want the 64-bit version of Java you need to use it to visit java.com.
Due to multiple security problems with Java we are now recommending that it not be installed unless you absolutely know you need it.  IF that is the case then go to Control Panel, Java, Security and slide it up to the highest level.  OK.
 
Make sure Windows Updates is turned on and that it works.  
 
 
My help is free but if you wish to show your appreciation, please donate to Kwiaht instead of me. It's a local environmental organization that I volunteer with: http://www.kwiaht.org/donate.htm
(The name means something like "clean place" in one of the local native-American dialects)
 

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#21
lady2sylvia

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Thanks for the advice - I'll definitely change when my current subscription runs out. Here's the log:# DelFix v1.011 - Logfile created 24/02/2016 at 16:10:42
# Updated 18/08/2015 by Xplode
# Username : Shilstone - SHILSTONE-HP
# Operating System : Windows 7 Home Premium Service Pack 1 (64 bits)

~ Removing disinfection tools ...

Deleted : C:\_OTL
Deleted : C:\FRST
Deleted : C:\TDSSKiller_Quarantine
Deleted : C:\AdwCleaner
Deleted : C:\Users\Shilstone\Desktop\Addition.txt
Deleted : C:\Users\Shilstone\Desktop\AdwCleaner[C1].txt
Deleted : C:\Users\Shilstone\Desktop\Fixlog.txt
Deleted : C:\Users\Shilstone\Desktop\FRST.txt
Deleted : C:\Users\Shilstone\Desktop\FRST64.exe
Deleted : C:\Users\Shilstone\Desktop\JRT.txt
Deleted : C:\Users\Shilstone\Downloads\Addition.txt
Deleted : C:\Users\Shilstone\Downloads\adwcleaner.exe
Deleted : C:\Users\Shilstone\Downloads\FRST.txt
Deleted : C:\Users\Shilstone\Downloads\FRST64 (1).exe
Deleted : C:\Users\Shilstone\Downloads\FRST64 (2).exe
Deleted : C:\Users\Shilstone\Downloads\JRT (1).exe
Deleted : C:\Users\Shilstone\Downloads\JRT (2).exe
Deleted : C:\Users\Shilstone\Downloads\JRT.exe
Deleted : C:\Users\Shilstone\Downloads\HijackThis.exe
Deleted : C:\Users\Shilstone\Downloads\hijackthis.log
Deleted : C:\Users\Shilstone\Downloads\RogueKillerX64.exe
Deleted : C:\Users\Shilstone\Downloads\SecurityCheck.exe
Deleted : HKCU\console_combofixbackup
Deleted : HKLM\SOFTWARE\AdwCleaner
Deleted : HKLM\SOFTWARE\Swearware
Deleted : HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Minimal\PEVSystemStart
Deleted : HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Minimal\procexp90.Sys
Deleted : HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Network\PEVSystemStart
Deleted : HKLM\SYSTEM\CurrentControlSet\Control\SafeBoot\Network\procexp90.Sys

~ Creating registry backup ... OK

~ Cleaning system restore ...

Deleted : RP #392 [Restore Operation | 02/16/2016 16:34:06]
Deleted : RP #393 [JRT Pre-Junkware Removal | 02/21/2016 17:40:04]
Deleted : RP #394 [Removed Norton Online Backup | 02/22/2016 19:34:05]

New restore point created !

########## - EOF - ##########
 

Thanks for all your help -- I will be happy to make a donation to Kwiaht!


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#22
RKinner

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I thank you and Kwiaht thanks you!


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