Computer Hope
Software => Computer viruses and spyware => Topic started by: Gayle Garrison on June 30, 2018, 11:31:02 AM
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I had allowed my daughter to use my computer as she had "Microsoft" on the phone.She called them . What I didn't know is she called them in response to one of the popups that are fake and the hackers had remote access to the computer and it is totally unusable at this time. I'm hoping that it's possible to salvage the hard drives and or memory out of it without infecting the other system I have.It's been dormant for some months now and was thinking I could maybe find out if there is anything I can do about this. Thank you for your time.
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Hello and welcome to Computer Hope Forum. My name is Dave. I will be helping you out with your particular problem on your computer.
1. I will be working on your Malware issues. This may or may not solve other issues you have with your machine.
2. The fixes are specific to your problem and should only be used for this issue on this machine.
3. If you don't know or understand something, please don't hesitate to ask.
4. Please DO NOT run any other tools or scans while I am helping you.
5. It is important that you reply to this thread. Do not start a new topic.
6. Your security programs may give warnings for some of the tools I will ask you to use. Be assured, any links I give are safe.
7. Absence of symptoms does not mean that everything is clear.
If you can't access the internet with your infected computer you will have to download and transfer any programs to the computer you're using now and transfer them to the infected computer with a CD-RW or a USB storage device. I prefer a CD because a storage device can get infected. If you use a storage device hold the shift key down while inserting the USB storage device for about 10 secs. You will also have to transfer the logs you receive back to the good computer using the same method until we can get the computer back on-line.
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Do you have the OS disk (s) or do you know if the OS recovery is on another partition of your hard drive? Can the computer boot?
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If you reformat the disks they should be usable once again. This will write over all data on the disk and require a reinstallation of Windows.
If you don't have a trusted installation source for Windows then you can download an installation from the Microsoft website. You will need your Windows product key to activate it. You will also need the driver CD which came with your motherboard or the CD that came with the PC if you have one.
It could prove quite difficult to talk you through these steps if you are unsure how to do them so it might be worth asking knowledable friends or family, or professional, to assist you.
You could also attempt to remove the malware if you have control over the system, follow steps in SuperDave's post and reply with results.
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The drivers for the Cd rom are "gone", as well as the mouse. So I'm thinking the only way I can possibly recover this computer or any of it's hardware is by reformatting and reinstalling windows. Does the memory and CPU also get infected by this malware virus or whatever it is called? I had antivirus program on it but giving the hacker remote access rendered it unable to help. The computer was unuseable so I shut it down and it's been dormant for months now. It's a better system than I am presently useing so I wanted to see what if anything can be done so it's not a total loss. I appreciate your time in helping me with this. Thank you.
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Can the computer boot in Normal Mode?
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SuperDave, I appreciate your time you've taken in trying to help me. I've been looking through my many many notes about this computer and what I was learning from various sources, and I am thinking I'm not up for the task. It's overwhelming, and will probally be better for me to just replace the hard drives involved if that"s possible. What I mean, is the memory and motherboard and CPU also infected? In your opinion, (which I do hold in esteem).I have your forum in my bookmarks and am certain to need help again in the future. But I'm going to back out of this paticular problem as it's beyond me. Thank you however for being willing to give me a chance at it.
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The memory and motherboard are safe. You will need the OS disk (s) if you change the hard drive but if the hard drive is okay and large enough you just need to reformat and install the OS. Next you will need all the drivers for the site of the maker of the computer and you should be good to go.