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Cody
Cody, Senior Systems Administrator
Category: Computer
Satisfied Customers: 1307
Experience:  Systems Administrator
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Please answer only if you have a solid solution with 100%

Customer Question

Please answer only if you have a solid solution with 100% confidence.
I keep getting On-Access Scan Messages warning about VirusScan Alert. This is a company laptop with McAfee already installed. I don’t have access to change McAfee settings. My only options are remove message or close window. None worked. I keep getting the same popups.
I installed Malwarebytes. Kept finding 5 Malware Threats. 3 out of 5 are Trojan.Fileless.MTGen. 2 Out of 5 are Rootkit.Fileless.MTGen. I keep removing these threats and restarting. The same thing happens again. I ran Malware about 10 times already, removed the threats and restarted.
Please answer only if you have a solid solution with 100% confidence.
Submitted: 3 months ago.
Category: Computer
Expert:  Jason Jones replied 3 months ago.

Hello,
I am the person that will be helping you today.

What do these messages say regarding VirusScan Alerts?

I will be standing by, looking forward to your response.

Thank you,
Jason

Customer: replied 3 months ago.

Detected as: Trojan-PoweLike!bat

Expert:  Jason Jones replied 3 months ago.

Thank you for the update. May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.

Customer: replied 3 months ago.

yes

Expert:  Jason Jones replied 3 months ago.

After you click the "Accept this offer" button for the remote service, the remote link will be posted here. That will be the last charge for today.

Customer: replied 3 months ago.

No, thank you. I am not paying anything more that the membership offer. Next time donot waste my time.

Customer: replied 3 months ago.
Relist: Inaccurate answer.
Expert:  Jason Jones replied 3 months ago.

I'm sorry, but I don't work for free. I will opt out and allow another to help.

Customer: replied 3 months ago.

I never asked you to work for free. I pay monthly membership for a reason

Expert:  Cody replied 3 months ago.

Hello. My name is ***** ***** I will be assisting you today.

I will send you a remote link if you'd like me to connect to your computer to troubleshoot this with you.

Customer: replied 3 months ago.
Relist: Inaccurate answer.
Customer: replied 3 months ago.

ok

Customer: replied 3 months ago.

It is not working

Customer: replied 3 months ago.

what application should I choose?

Expert:  Cody replied 3 months ago.

Use Internet Explorer or Chrome if you have it.

Customer: replied 3 months ago.
It says connecting
Waiting to retry
Expert:  Cody replied 3 months ago.

try this other method

Please download and run this file and provide me the ID/Password:
https://download.teamviewer.com/download/TeamViewerQS_en.exe

Customer: replied 3 months ago.
3663
Expert:  Cody replied 3 months ago.

ty

Customer: replied 3 months ago.
It looks impossible to fix without proper rights. Just forget jt
Expert:  Cody replied 3 months ago.

We can login as the local test account I created

Expert:  Cody replied 3 months ago.

login as

username = .\test

password = Fall2016

Customer: replied 3 months ago.
Can you delete all traces afterward. Tomorrow, I can ask IT to look at it.
Expert:  Cody replied 3 months ago.

If you would like me to finish I can delete/remove everything that we have installed/modified yes

Customer: replied 3 months ago.
Ok, I entered my username and password ***** reading your email. It is starting very slow
Customer: replied 3 months ago.
I interrupted and enters the correct one
Expert:  Cody replied 3 months ago.

ok, once you get logged in under test, open teamViewer again

Customer: replied 3 months ago.
4722
Expert:  Cody replied 3 months ago.

lets log back into your account

Customer: replied 3 months ago.
Ok, if it is not fixed no worry. I know that you tried your best
Expert:  Cody replied 3 months ago.

it seems to be only on your account and there is something running that keeps creating those 3 files

Customer: replied 3 months ago.
5088
Customer: replied 3 months ago.
Did you remove all traces?
Expert:  Cody replied 3 months ago.

no not yet, did it restart can you bring up teamViewer again?

Customer: replied 3 months ago.
It needs Bitlocker recovery key. Only IT has that
Expert:  Cody replied 3 months ago.

oh, try to power it off and back on again

Expert:  Cody replied 3 months ago.

were you able to get back on?

Expert:  Cody replied 3 months ago.

Checking in to see if you still need help with this issue, if so please reply at your convenience.

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