Issue after fake Amazon call - Virus, Trojan, Spyware, and Malware Removal Help - BleepingComputer

After a fake call claiming to be from Amazon (Prime account issue), my parents are having an issue with their computer. Apologies for limited info, but I’m trying to sort this remotely at the moment and they’re hazy on what the caller got them to do.

At the point they were directed to their bank account they realised it was a scam and hung up. The scumbags called back a few times and during this they noticed the computer screen had gone blank with the word “Help” in the middle of the screen (see attached).

When they called me, I talked them through Ctrl - Shift - Esc and Ctrl - Alt - Del > Task Manager, but it wouldn’t take focus. I got them to reboot in Safe Mode and the screen was gone. We changed to selective startup (without startup items), but after a reboot the “help” screen appeared again. After trying Task Manager this time though, the screen cleared and went to the Desktop. I connected up with Remote Utilities and checked all start-ups, tasks and scanned with tdsskiller, adwcleaner, malwarebytes and emsisoft emergency kit... all clear. There was a new “RemoteSupport.exe” in downloads so I suspect they were connected at some point.

This was a few days ago and everything seemed fine except for this “Help” screen returning... twice so far. Not at boot this time, but after the computer had been used then left running. Power button shutdown/startup clears the screen. It’s not the typical “Your computer was locked, call tech support” screen so I wonder if it’s remnants or maybe completely unrelated.

I forgot to run a system file scan, but will do this over the weekend. Any other suggestions are welcome.

It’s a 6 year old C360 Lenovo AIO running Windows 10 (1909)

Attached Files

Edited by AlanP88, Yesterday, 12:06 PM.


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