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VanMagnus Systems
VanMagnus Systems, Mac Support Specialist
Category: Mac
Satisfied Customers: 1149
Experience:  A+ and Network+ with more than 18 years in the IT field. Have worked on MAC's since I was 16.
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This is what suddenly showed up in my wifes MacBook Pro screen

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This is what suddenly showed up in my wife's MacBook Pro screen when she was on the Internet:

1) On the top it says: "Wait a minute! This is important -we check your device
2) Right under that, there is an open pop up window that says: The page at http://77.78.239.175 says:
Your computer remains infected by viruses! Possible loss of important documents! Return to Securitry Tool and download it to guard your PC.
There are two options in the box: Cancel and OK
3) On the big, main screen, it shows a system scan progress:
a) Under hard drives, there are two folders: one is Shared documents, and there is an "x" by which there is a note saying "Found 17 trojans"; the other one is "My Documents", and it says "Found 28 trojans"
b) Under DVD, one local disk says "Found 264 trojans"; the other one says "Found 15 trojans"
c) Under that, it shows a green bar, under which it says: "scan complete. 329 fileinfos was found!"
d) Under that, there is another red, big "x", after which it says: "Your Computer is Infected!"
e) Under that there is another window called: "fileinfos and actions". Inside, there are the following names: "Trojan-IM.Win16.PS.fp, Trojan.Win32.SubSys.dr, and Trojan-Clicker.HTML.IFrame.bk." After those names, it mentions their risk level to be critical, the number of infected files, and the state: "waiting removal"
f) Under that window, there is another window with a description which says that "this program is potentially dangerous for your system. Troajn-Downloader stealing passwords, credit cards and other personal information from your computer." Then, there is the advice to remove the fileinfo asap.
g) Finally there is a box for you to click that says: "Full system cleanup".

QUESTION: WHAT SHOULD I DO? PLEASE ADVISE ASAP!!!

Thanks a lot!

Enrique
Chat Conversation Started
VanMagnus Systems :

Sorry to hear of this issue.

VanMagnus Systems :

It appears that you have Malware on the Mac.

VanMagnus Systems :

hello.

JACUSTOMER-0mhrigfn- :

What does that mean? Is that good or bad? Is my Mac infected? What do I need to do? Click on Cancel or OK? Do I need to click on "Full system cleanup"?

VanMagnus Systems :

OK. You have picked up a Malware program. Do you ave an antiviral/antimalware program?

JACUSTOMER-0mhrigfn- :

I have Norton Antivirus.

VanMagnus Systems :

have you recently updated the defenitions?

JACUSTOMER-0mhrigfn- :

No, but several days ago my computer store updated my computer programs. I don't know much about computers.

VanMagnus Systems :

OK. Open Norton, update the Definitions and run a full scan.

JACUSTOMER-0mhrigfn- :

How do I do that? I have a pop-up window asking me for action:

JACUSTOMER-0mhrigfn- :

The page at http://77.78.239.175 says: Your computer remains infected by viruses! Possible loss of important documents! Return to Securitry Tool and download it to guard your PC. There are two options in the box: Cancel and OK

VanMagnus Systems :

Is Norton running?

JACUSTOMER-0mhrigfn- :

What do I do with that?

VanMagnus Systems :

Do you know how to shut the Mac down?

JACUSTOMER-0mhrigfn- :

I don't know. Yes, shall I just shut it down without clicking any of those windows?

VanMagnus Systems :

Yes, do not click on those windows.

JACUSTOMER-0mhrigfn- :

OK, I will shut it down.

VanMagnus Systems :

OK....

JACUSTOMER-0mhrigfn- :

I tried doing it, and I got this message in a window:

JACUSTOMER-0mhrigfn- :

The application Firefox canceled shut down. To try again, quit Firefox and choose shut down from the Apple menu. Shall I try doing that?

VanMagnus Systems :

Yes Sir.

JACUSTOMER-0mhrigfn- :

Hey, all those windows disappeared after I did that! Now what?

VanMagnus Systems :

Reboot please.

VanMagnus Systems :

Then Open Norton

JACUSTOMER-0mhrigfn- :

How do I do that? I can't figure it out!

VanMagnus Systems :

Did you reboot?

JACUSTOMER-0mhrigfn- :

Yes.

VanMagnus Systems :

Are those Popups still there?

JACUSTOMER-0mhrigfn- :

No.

VanMagnus Systems :

  1. Open the Applications folder, then the Symantec Solutions folder, and then Symantec Endpoint Protection.


  2. In the Symantec application window, click Scan... .


  3. Navigate to the file, folder or volume you want to scan and click Select.

VanMagnus Systems :

You may have just had a Popup that would have installed Malware on the Mac.

VanMagnus Systems :

Did you start the scan?

JACUSTOMER-0mhrigfn- :

I don't see Symantec Solutions under applications, but I have a folder on my desktop entitled RemoveSymantecMacFiles. Is that it? No, I have no started any scans. I am not even close!

VanMagnus Systems :

OK.

VanMagnus Systems :

You do not want to remove the Norton.

VanMagnus Systems :

Norton should be under the Applications folder.

VanMagnus Systems :

It might just say Symantec.

VanMagnus Systems :

Now, did you find Norton/Symantec?

JACUSTOMER-0mhrigfn- :

I don't see it. I am now in the process of copying you on everything I have under applications. It will take me a couple of minutes: I am e-mailing it to my computer.

VanMagnus Systems :

After doing a bit more research, you avoided a pop up that would have installed Malware on the Mac.

VanMagnus Systems :

Since you did not click on it, it did not install.

VanMagnus Systems :

OK.

JACUSTOMER-0mhrigfn- :

So, does that take care of the problem? I was not able to paste my applications onto my e-mail.

VanMagnus Systems :

Yes.

VanMagnus Systems :

;o)

JACUSTOMER-0mhrigfn- :

Well, thanks a lot!!! My wife and I were panicking!

VanMagnus Systems :

If my assistance has resolved you issue, Please Accept my Answer.

VanMagnus Systems :

You are welcome.

JACUSTOMER-0mhrigfn- :

I will do that! Have a great night!

VanMagnus Systems :

You too Sir.

JACUSTOMER-0mhrigfn- :

Thanks!

VanMagnus Systems :

You are most welcome.





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