Remote Access Given to Computer

[Danny T]

My mom, who is elderly, allowed a scammer to remotely gain access to her computer. They told her she needed to pay $200 for them to fix the security breaches she has. She allowed them to remotely access her computer but didn't give them any credit card info when they asked. I deleted the remote access file (don't remember what it was called) but I'm sure they put something on there where they might gain access whenever they want.

She has a windows 7 computer. Should I keep it offline and use a CD for the programs I need to run the test, or would it be safe to get on the internet with it? Any advice would be greatly appreciated.

Thank you.

[SuperDave]

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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Since there is no way of knowing what was installed on the computer the safest/best thing to do would be save your important data to CD's memory sticks or external hard drive and re-install the OS. I hope you have the disk (s).

[Danny T]

Do not have the discs for this computer. She purchased it used off of ebay a few years back. Is there anything that can be checked at this point or should the computer be trashed? Thanks for the help on this.

[2x3i5x]

Take a look at this microsoft forum link: https://answers.microsoft.com/en-us/windows/forum/all/how-to-what-are-my-options-for-obtaining-windows-7/528163c1-0b2e-4ad2-a26d-7112851d1dc2

They say you can still download the windows 7 ISO media the following way:

Update: You can use the following solution to download ISO media for Windows 7, which will work with any Windows 7 key.

https://www.heidoc.net/joomla/technology-science/microsoft/67-microsoft-windows-iso-download-tool

Like Dave mentioned, probably best to reformat and reinstall windows OS. Good luck, be sure to backup all the important files your mom needs / uses before starting on this!

[SuperDave]

Did you check to see if there is a recovery installed on a separate partition of your hard drive?

[denisehilton]

Your comment has been removed. Please do not post malware advice, or post here in the malware forum, unless you need help.Superdave.