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#4758647 - 05/16/18 10:29 AM Hacked: Rootkit, need Secure Security Layer Advice
MONKEYMAN Offline


Registered: 06/24/04
Posts: 2281
Loc: St. Louis
It all started when family member could not find email folders in the AOL email folder browser. I recommended calling AOL since they pay monthly fee. I was asked to help as Tech Support was scanning computer. Several windows were open checking the computer (looked like terminal in Linux. I am not that computer literate so do not know proper name).

I could see in the window my IP address and how it was being blocked. I was told there was a foreign IP. That there was a rootkit. I was told the ESET installed was a good program and would not fix the problem. They were going to refer me to Tech Share Point to resolve issue for the cost of $329.99 for 1 year. Said I needed SSL (Security Socket Layer) among other things. This is all new to me. I am at a loss as to in knowing the best way to proceed. This almost seems bogus, like those Tech calls you get to fix your computer. Thanks!




Tech Share Point
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#4758652 - 05/16/18 10:35 AM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: MONKEYMAN]
bubbatime Offline


Registered: 03/18/08
Posts: 5759
Loc: South Florida
You screwed up. Its a scam. And you called some scammer, and allowed them into your computer, where they likely will never fix it for you until you pay their ransom. AOL doesn't operate in that fashion.

https://en.wikipedia.org/wiki/Ransomware
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#4758674 - 05/16/18 11:00 AM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: MONKEYMAN]
MONKEYMAN Offline


Registered: 06/24/04
Posts: 2281
Loc: St. Louis
The thing is I just called the AOL customer support number that was called. It was legit as far as I could tell. So you are saying the scam is coming from AOL?
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#4758681 - 05/16/18 11:07 AM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: MONKEYMAN]
MONKEYMAN Offline


Registered: 06/24/04
Posts: 2281
Loc: St. Louis
AOL Contact Phone Number

This seems legitimate to me. The 1-800-827-6364 was the one that was called.
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#4758697 - 05/16/18 11:22 AM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: bubbatime]
MONKEYMAN Offline


Registered: 06/24/04
Posts: 2281
Loc: St. Louis
Originally Posted By: bubbatime
You screwed up. Its a scam. And you called some scammer, and allowed them into your computer, where they likely will never fix it for you until you pay their ransom. AOL doesn't operate in that fashion.

https://en.wikipedia.org/wiki/Ransomware


I called the AOL number and you first get a message that they are working on email issue. Checked email and the folders are back which was the original issue. Computer is working fine. There is no ransom. As far as AOL not operating in this fashion...? If you use their browser for email you now have a fee and as soon as they came up with a new user agreement prior to becoming part of Oath my AOL email has been buggy and I don't even use their browser.

Yahoo and Aol are part of 'Oath'
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#4758702 - 05/16/18 11:27 AM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: bubbatime]
beanoil Offline


Registered: 10/17/04
Posts: 3045
Loc: Midwest, Illinois
Originally Posted By: bubbatime
You screwed up. Its a scam. And you called some scammer, and allowed them into your computer, where they likely will never fix it for you until you pay their ransom. AOL doesn't operate in that fashion.

https://en.wikipedia.org/wiki/Ransomware

Well now that's a little condescending.....

OP, format, reload your software, get a decent anti-virus/malware suite and move on, if indeed it is not an AOL issue.


Edited by beanoil (05/16/18 11:28 AM)
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#4758716 - 05/16/18 11:41 AM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: MONKEYMAN]
nthach Offline


Registered: 01/02/04
Posts: 4063
Loc: California
Good thing an Indian scammer didn't syskey you. Then you're screwed.

In this case, easy way out is to reformat, install Microsoft Security Essentials for Windows 7 - I think malware protection is worthless but it's better than nothing on Windows(MSE doesn't hog up CPU cycles like Symantec or McAfee does). Ask your family member what they need to have and then lock things down. If the computer is made in the last 5 years, Windows 10 is a huge improvement over Windows 7 when it comes to security, even though Microsoft ended the free upgrade to 10 sometime last year there is a loophole to use a legit Windows 7 key to activate it.

You can also try running this for now to see if anything can be removed: https://www.bleepingcomputer.com/download/combofix/

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#4758736 - 05/16/18 12:03 PM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: MONKEYMAN]
MONKEYMAN Offline


Registered: 06/24/04
Posts: 2281
Loc: St. Louis
A little more info. She did call AOL number and did not want to wait 25 minutes to wait. They said she could go to AOL web page and chat for support. After chatting that is where Martin Johns installed a program to remote her computer. I have an image of Windows 7 on another hard drive. She is also talking buying a Mac in future instead going Windows 10 route. I advised her to change all her passwords to accounts. The thing is computers are overwhelming to her so once I get the green light I can proceed.
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#4758747 - 05/16/18 12:17 PM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: MONKEYMAN]
tmorris1 Offline


Registered: 07/15/03
Posts: 2377
Loc: MN
I would consider AOL to be about in the same boat as Indian hackers. Wouldn't trust my data with either. I didn't know people actually still pay for AOL? What are you paying for?

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#4758772 - 05/16/18 12:38 PM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: tmorris1]
MONKEYMAN Offline


Registered: 06/24/04
Posts: 2281
Loc: St. Louis
Originally Posted By: tmorris1
I would consider AOL to be about in the same boat as Indian hackers. Wouldn't trust my data with either. I didn't know people actually still pay for AOL? What are you paying for?


I think it is $4.95 per month to use Their browser for email which was kinda ransomeware. One day they said pay the money or no AOL browser emails for you.

I ran ESET it found nothing. Malware Bytes and McAfee online rootkit scanner: nothing. Ran ComboFix and now have 21 pages of print but no understanding what it means.
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#4758833 - 05/16/18 01:37 PM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: MONKEYMAN]
tmorris1 Offline


Registered: 07/15/03
Posts: 2377
Loc: MN
I would cancel that right now. Plenty of free email that is much better and more secure.

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#4758866 - 05/16/18 02:24 PM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: tmorris1]
MONKEYMAN Offline


Registered: 06/24/04
Posts: 2281
Loc: St. Louis
Originally Posted By: tmorris1
I would cancel that right now. Plenty of free email that is much better and more secure.


Not my decision. This person started with AOL in 1995 and they plan on using it to the grave. I am sure AOL will learn a lot about security since they are combining resources with Yahoo. whistle
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#4758889 - 05/16/18 03:00 PM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: MONKEYMAN]
JohnnyJohnson Online   content


Registered: 10/22/09
Posts: 3008
Loc: Wet side WA
You should be able to buy this same support more or less from the Geek Squad for about $99 a year on special.
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#4758897 - 05/16/18 03:13 PM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: MONKEYMAN]
JMJNet Offline


Registered: 09/06/07
Posts: 963
Loc: TX, USA
You have been hacked by the people that you call for help.

It has happened to my friend when her computer was infected.
Call McAfee, they asked to pey them money to try to erradicate the virus.
Needless to say, I helped her for free as a friend.
I just ran the bootable version of Kaspersky and Malwarebytes.

Find somebody locally, who can have access to the computer to help you even if you have to pay.
This remote help, may be a hack job.

JMHO.


Edited by JMJNet (05/16/18 03:13 PM)
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#4758911 - 05/16/18 03:28 PM Re: Hacked: Rootkit, need Secure Security Layer Advice [Re: MONKEYMAN]
tmorris1 Offline


Registered: 07/15/03
Posts: 2377
Loc: MN
Originally Posted By: MONKEYMAN
Originally Posted By: tmorris1
I would cancel that right now. Plenty of free email that is much better and more secure.


Not my decision. This person started with AOL in 1995 and they plan on using it to the grave. I am sure AOL will learn a lot about security since they are combining resources with Yahoo. whistle

My point exactly. All AOL was good for was supplying me free floppy disks in the mail in the 90's.

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