4 replies, 2 voices Last updated by Nancy Peterson 1 month, 2 weeks ago
Viewing 4 reply threads
  • Author
    Replies
    • #50966

      Nancy Peterson
      Member
      @MrsP

      Hi, I am a newbie here desperate for some help. I am a “well seasoned” citizen, not the most tech-savvy but more so than most of my peers. September 22nd I did something I know not to. I was trying to call Amazon customer service, couldn’t find the phone number on their website so I Googled “Amazon customer service”. Up came a number I called it, and before I knew it I had given the guy on the other end control of my laptop!! I knew right away it was a dumb move but too late. I shut down the computer right away but not soon enough for them to have already ordered up an Amazon gift card. Thankfully I have a hardwired desktop computer I use for business that I was able to use for researching what to do next. I have literally spent the past three weeks paying due diligence, changing passwords, locking down credit alerts, on everything possible, changing wifi name and password, changing Isp, yadda yadda. Meanwhile, the infected 2.5-year-old HP Notebook Pavilion has remained quarantined. I had planned on taking a sledgehammer to it but my daughter said there might be a way to use it again safely. I use the IDrive backup service so I am thinking If I could be sure it is wiped clean I could load it back up from the day before I lost my mind and did such a stupid thing. I would feel blessed beyond measure for some sane advice.

    • #50970

      Robert Schmidt
      Participant
      @RobertFSchmidt

      Nancy: Forgive Me for asking, but what exactly do YOu need help with? I read your post twice and all I see is You tried contacting Amazon support for help, but feel like You failed. Maybe I should ask regarding Amazon.com what do You need help with?

      I’m just asking for some clarification.

      Rob-LA

    • #50971

      Nancy Peterson
      Member
      @MrsP

      Rob, I just read my post and now realize in my wordiness I confused the issue and didn’t make myself clear. What happened was I called Amazon to check on an order but the phone number went to a hacker who I allowed access to my computer. Now I don’t know what to do to use my computer again safely. I have no idea how all this works or exactly what they do to your equipment but I could see the mouse zooming around into my files and every time I tried to turn it back on it was still doing it. I have heard Kim refer to this type of thing as remote access trojan. I need to know how to fix it or if it is even possible.
      Thank you for your interest
      Nancy P

    • #50978

      Robert Schmidt
      Participant
      @RobertFSchmidt

      Hi Nancy: First, I get it now. Thanks for the clarification.

      Before I offer any advice; and I will, I need to admit software is my weakness. Great with hardware, and I do think I have a solution. But, I need to give You friendly heads up before giving following advice.

      If You have the hacked/infected computer backed up to a reliable source such as an external hard drive or maybe iCloud I think You can reformat the entire hard drive. Before doing so I would strongly encourage You to take the effected computer to either a credible computer store that services the computer as reformatting any hard drive is always the last resort not to mention time consuming and annoying.

      Please get a second opinion, but if You do have a recently backup external hard drive to work with reformatting should erase anything the hacker did, and fully restore your computer to what is was before.

      Aside from that You need an experienced professional who knows how to go into your computer and reverse the damage hacker did. Sadly, that/this is not something I can help You with.

      Sorry to ramble on so much Nancy. And, PLEASE do get 2nd opinion even though I stand by my advice I also realize what a hassle implementing said advice is.

      Sincerely,

      Rob

    • #50980

      Nancy Peterson
      Member
      @MrsP

      Rob,
      Thank you for your opinion on this. I am sort of chalking this all up to my ongoing tech education. At least I am past the shocked, denial, angry, and depressed stages and ready to look at my faux pas a bit more objectively. You are so right, this is way beyond my pay grade so I shall take your advice and get more oppinions before I decide on weather or not to tr try a restore. Maybe someone who has faced a similar challenge will show up on this thread.
      Cheers
      Nan P

Viewing 4 reply threads

You must be a Komando Community member to reply to this post. Sign up or log in.