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Cody
Cody, Senior Systems Administrator
Category: Computer
Satisfied Customers: 2279
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: 11 months ago.
Category: Computer
Expert:  Jason Jones replied 11 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 11 months ago.

Detected as: Trojan-PoweLike!bat

Expert:  Jason Jones replied 11 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 11 months ago.

yes

Expert:  Jason Jones replied 11 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 11 months ago.

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

Customer: replied 11 months ago.
Relist: Inaccurate answer.
Expert:  Jason Jones replied 11 months ago.

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

Customer: replied 11 months ago.

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

Expert:  Cody replied 11 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 11 months ago.
Relist: Inaccurate answer.
Customer: replied 11 months ago.

ok

Customer: replied 11 months ago.

It is not working

Customer: replied 11 months ago.

what application should I choose?

Expert:  Cody replied 11 months ago.

Use Internet Explorer or Chrome if you have it.

Customer: replied 11 months ago.
It says connecting
Waiting to retry
Expert:  Cody replied 11 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 11 months ago.
3663
Expert:  Cody replied 11 months ago.

ty

Customer: replied 11 months ago.
It looks impossible to fix without proper rights. Just forget jt
Expert:  Cody replied 11 months ago.

We can login as the local test account I created

Expert:  Cody replied 11 months ago.

login as

username = .\test

password = Fall2016

Customer: replied 11 months ago.
Can you delete all traces afterward. Tomorrow, I can ask IT to look at it.
Expert:  Cody replied 11 months ago.

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

Customer: replied 11 months ago.
Ok, I entered my username and password ***** reading your email. It is starting very slow
Customer: replied 11 months ago.
I interrupted and enters the correct one
Expert:  Cody replied 11 months ago.

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

Customer: replied 11 months ago.
4722
Expert:  Cody replied 11 months ago.

lets log back into your account

Customer: replied 11 months ago.
Ok, if it is not fixed no worry. I know that you tried your best
Expert:  Cody replied 11 months ago.

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

Customer: replied 11 months ago.
5088
Customer: replied 11 months ago.
Did you remove all traces?
Expert:  Cody replied 11 months ago.

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

Customer: replied 11 months ago.
It needs Bitlocker recovery key. Only IT has that
Expert:  Cody replied 11 months ago.

oh, try to power it off and back on again

Expert:  Cody replied 11 months ago.

were you able to get back on?

Expert:  Cody replied 11 months ago.

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