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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 637
Experience:  Computer Software Support specialist for more that 10 years
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I think I just got a ransomware virus. My screen has a

Customer Question

I think I just got a ransomware virus. My screen has a dialogue box that says "startup password: this computer is configured to require a password ***** order to start up. Please enter the start up password *****" however, I never had a startup password. Also, a man w heavy accent called to tell me to call him when I get to my computer.
Can you clean my computer?
Submitted: 1 year ago.
Category: Software
Expert:  Dan replied 1 year ago.

Hello and welcome to JustAnswer, I look forward to assisting you today. Right now, the most important thing is not to make contact with anyone.

Expert:  Dan replied 1 year ago.

Do you have any antivirus software running, and what is the make and model of your computer?

Customer: replied 1 year ago.
Lenovo laptop ideals S405
As far as antivirus software, whatever I had I think was a fraud from Deep Global Network who has reeked havoc on me since last year.
Expert:  Dan replied 1 year ago.

Okay thank you. Let's see if you can start in safe mode. Restart the computer and as soon as screen powers on, press F8 continuously until you get to the Advanced Boot Options menu. Let me know if you get there.

Customer: replied 1 year ago.
It says preparing automatic repair
Customer: replied 1 year ago.
Then option to restart or advanced options
Expert:  Dan replied 1 year ago.

Go to advanced options.

Customer: replied 1 year ago.
Done
Expert:  Dan replied 1 year ago.

Do you see safe mode with networking?

Customer: replied 1 year ago.
Now continue, use device, troubleshoot or turn off
Expert:  Dan replied 1 year ago.

Look under troubleshoot and let me know what you see please.

Customer: replied 1 year ago.
Options are: System restore, system image recovery, start up repair, command prompt, uefi firmware settings, startup settings
Expert:  Dan replied 1 year ago.

System restore is what we want to try first. Choose that and let me know if there are any options.

Customer: replied 1 year ago.
It says you need to sign in as an admin, but there aren't any admin accounts on this pc
Expert:  Dan replied 1 year ago.

It won't let you go any farther than that?

Customer: replied 1 year ago.
At bottom "forgot it is or don't see it acct?"
Customer: replied 1 year ago.
Forgot ur pw...
Expert:  Dan replied 1 year ago.

So you don't remember your password, is that what you are trying to say?

Expert:  Dan replied 1 year ago.

Actually, you are the administrator of the computer, but I am betting you never set a password?

Customer: replied 1 year ago.
Exactly,
Customer: replied 1 year ago.
I'm reading now that I can restart to try signing in to Windows to manage my user accts
Customer: replied 1 year ago.
Should I do that?
Expert:  Dan replied 1 year ago.

Well you can start over to come back to the repair option then do an image recovery, but that will take the computer back to when it was new and you will loose any saved files you have. Don't restart it or the virus will take over again.

Expert:  Dan replied 1 year ago.

What I mean is, stay out of Windows for now.

Customer: replied 1 year ago.
I have an 8 page doc I was about to turn in for work. If I lose that... :(:(:( it's not backed up anywhere. :(
Customer: replied 1 year ago.
What next?
Expert:  Dan replied 1 year ago.

Okay then follow the instructions above and lets try to get you into safe mode.

Expert:  Dan replied 1 year ago.

You should see advanced boot options if you find the right menu.

Customer: replied 1 year ago.
It seems like this wud be easier over,the phone. I give you permission to call me if you are allowed. (###) ###-####
Expert:  Dan replied 1 year ago.

My apologies, but I am unable to contact you by phone at this time.

Customer: replied 1 year ago.
I don't see an advanced boot option. But in startup settings, it gives option to restart to change Windows options such as: enable debugging mode, boot logging, safe mode,low resolution video mode, disable early launch anti-malware, driver signature enforcement, auto restart on system failure
Expert:  Dan replied 1 year ago.

Safe mode is what we want. Is there a safe mode with networking?

Customer: replied 1 year ago.
The only options that don't just say they need an admin are Urdu firmware and the startup settings
Customer: replied 1 year ago.
Uefi
Customer: replied 1 year ago.
I'm trying to get my cc to go thru so u can access remotely
Expert:  Dan replied 1 year ago.

I wouldn't be able to remote into your computer if it is unable to start normally due to the virus.

Customer: replied 1 year ago.
Oh makes sense. What now?
Expert:  Dan replied 1 year ago.

What are you chatting with me from?

Expert:  Dan replied 1 year ago.

Are you using another computer?

Customer: replied 1 year ago.
I went back to the original options right after the F8, there are: continue (exit and continue to Windows 8.1), use a device, troubleshoot (which we tried) and turn off pc
Customer: replied 1 year ago.
I'm using my android phone to communicate w you. I also have an iPad available.
Expert:  Dan replied 1 year ago.

I thought you were on Windows 7?

Customer: replied 1 year ago.
I thought so too! We've had this computer forever, but I guess,its an 8.1
Expert:  Dan replied 1 year ago.

Well that will make a big difference when trying to get to safe mode!

Customer: replied 1 year ago.
My apologies!
Expert:  Dan replied 1 year ago.

Try this but it may not work. Try the above instructions to boot into safe mode, but this time hold down the shift key while you are tapping the F8 key.

Customer: replied 1 year ago.
Above instructions meaning, "reset and then push f8 and shift at same time?" also do I need to push ctrl + f8 + shift?
Also, does it matter under which option I push reset?
Expert:  Dan replied 1 year ago.

Restart the computer and as soon as screen powers on, press and hold the shift key and press F8 continuously until you get to the Advanced Boot Options menu, or something similar.

Expert:  Dan replied 1 year ago.

Also if this doesn't work, can you get access to another computer?

Customer: replied 1 year ago.
Ok, I restarted, pushed shift + ctrl + f8. The startup password ***** box came up. Back to the beginning
Customer: replied 1 year ago.
I have access to an ipad
Customer: replied 1 year ago.
Can i try again? Just shift + f8. No ctrl?
Expert:  Dan replied 1 year ago.

Well I was afraid that wouldn't work. What you are going to need to do, if you want to save your documents, is download a bootable antivirus program. That will require another computer. Go ahead, no ctrl.

Customer: replied 1 year ago.
Trying the shift+f8. Nothing happening
Expert:  Dan replied 1 year ago.

Not surprising. Will you be able to access another computer at some time?

Customer: replied 1 year ago.
Oh no! I kept the 2 down, the screen eventually put 'preparing automatic repair' then it went black and turned off
Expert:  Dan replied 1 year ago.

I doubt that will do anything. Whatever you do, don't try to start the computer normally. It's no telling what the virus can due to your files.

Customer: replied 1 year ago.
Should I still download that file on another computer?
Expert:  Dan replied 1 year ago.

If you can access another computer, can you contact me then? If so, I can give you the link to download the software you will need.

Customer: replied 1 year ago.
How will I ultimately share that download with the virus computer Wo contaminating the clean computer? Memory stick?
Expert:  Dan replied 1 year ago.

When you have access to the other computer, you will download the software and burn it to a CD. You will then boot the infected computer from the CD so that it can scan and remove the virus.

Customer: replied 1 year ago.
I don't have a c.d drive or a c.d. working only with memory sticks
Expert:  Dan replied 1 year ago.

It can be installed on a USB drive as well.

Expert:  Dan replied 1 year ago.

I will be going off line shortly. Can you contact me when you are able to proceed?

Customer: replied 1 year ago.
Please send me the link for the software.
Expert:  Dan replied 1 year ago.

http://www.avg.com/us-en/download.prd-arl

Expert:  Dan replied 1 year ago.

I will be going off line for the day, but if you should have further questions, please post them here and I will respond as soon as I return.

Customer: replied 1 year ago.
Dan, thank you for your support. Even tho the prob didn't get fixed, I appreciate your knowledge and communication. I'll probably take,it to a computer store tomorrow 1st thing.
Expert:  Dan replied 1 year ago.

I am available if you still need my assistance. Please let me know.