How do I get back into my computer - password changed?

March 21, 2017 at 19:56:20
Specs: Dell Windows 7
Computer taken over by group posing as my tech support company. They explained that they were shutting down and were refunding my money to me. By the time I realized it was a scam, I had already given them access/control of my computer. They used TeamViewer and another program (not sure what), but but they changed my password and refused to give me control of my computer. I shut it down and ejected the hard drive. How do I gain access again and fix this nightmare?

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#1
March 21, 2017 at 20:03:54
What password did they change? Windows password? BIOS password? encryption password?

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#2
March 21, 2017 at 21:27:55
"How do I gain access again and fix this nightmare?"
That drive is infected.
Do you use it for banking or any other, where security is important?

Run Dr.Web CureIt, you can download (using a good comp ) a file with a random name to bypass malicious software that blocks security software from starting.
http://free.drweb.com/cureit/
Note: The file will be randomly named (example > 5mkuvc4z.exe).

Reboot your computer in "Safe Mode" using the F8 method. To do this, restart your computer and after hearing your computer beep once during startup (but before the Windows icon appears) press the F8 key repeatedly. A menu will appear with several options. Use the arrow keys to navigate and select the option to run Windows in "Safe Mode".
Scan with Dr.Web CureIt as follows:
Double-click on the randomly named file to open the program and click Start. (There is no need to update if you just downloaded the most current version
Read the anti-virus check by DrWeb scanner prompt and click Ok where asked to Start scan now? Allow the setup.exe to load if asked by any of your security programs.
The Express scan will automatically begin.
(This is a short scan of files currently running in memory, boot sectors, and targeted folders).
If prompted to dowload the Full version Free Trial, ignore and click the X to close the window.
If an infected object is found, you will be prompted to move anything that cannot be cured. Click Yes to All. (This will move any detected files to the C:\Documents and Settings\userprofile\DoctorWeb\Quarantine folder if they can't be cured)
After the Express Scan is finished, put a check next to Complete scan to scan all local disks and removable media.
In the top menu, click Settings > Change settings, and uncheck "Heuristic analysis" under the "Scanning" tab, then click Apply, Ok.
Back at the main window, click the green arrow "Start Scanning" button on the right under the Dr.Web logo.
Please be patient as this scan could take a long time to complete.
When the scan has finished, a message will be displayed at the bottom indicating if any viruses were found.
Click Select All, then choose Cure > Move incurable.
In the top menu, click file and choose save report list.
Save the DrWeb.csv report to your desktop.
Exit Dr.Web Cureit when done.
Important! Reboot your computer because it could be possible that files in use will be moved/deleted during reboot.
After reboot, post the contents of the log from Dr.Web in your next reply. (You can use Notepad to open the DrWeb.cvs report)


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#3
March 22, 2017 at 00:43:43
It wasn't BIOS password, it is the password for windows, and the only one to unlock the computer. I just got your response - will read now.

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Related Solutions

#4
March 22, 2017 at 00:53:04
Please forgive my lack of computer knowledge, but how do I get the program onto my locked computer? I'm guessing I download the program onto a thumb drive or disk and when I turn on the infected computer, following your instructions, insert thumb drive or disk at that time - is this correct?

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#5
March 22, 2017 at 00:54:13
No banking or card info is saved or open on the computer.

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#6
March 22, 2017 at 00:55:54
Right now the computer is off, the hard drive is removed and so is the battery.

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#7
March 22, 2017 at 00:56:49
Going to sleep and will tackle later today. Thank you very much!

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#8
March 22, 2017 at 01:21:21
"I download the program onto a thumb drive or disk"
Correct.

"when I turn on the infected computer, following your instructions, insert thumb drive or disk at that time - is this correct?"
Not quite.

1: Insert thumb drive or disk.

2: Restart your computer and after hearing your computer beep once during startup (but before the Windows icon appears) press the F8 key repeatedly.

No idea at this stage, if it will let you run Dr.Web.
If it doesn't, we will have to try other ways.


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#9
March 22, 2017 at 01:23:17
"Going to sleep and will tackle later today"
Ok, I'm here.
https://www.timeanddate.com/worldcl...

message edited by Johnw


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#10
March 22, 2017 at 01:24:53
"the hard drive is removed"
You can slave that to a good comp & run Dr.Web on it.
Use this version.

Dr.Web CureIt and save it to your desktop. DO NOT perform a scan yet. If your default download location is not the Desktop, drag it out of it's location onto the Desktop. (If this is not possible, this program is portable, and runs right from the location it is downloaded to, like a USB drive or SD card.)
http://www.softpedia.com/get/Antivi...
http://filehippo.com/download_dr_we...
http://www.freedrweb.com/cureit//
http://www.freedrweb.com/cureit/?ln...
ftp://ftp.drweb.com/pub/drweb/cureit/drweb-cureit.exe
Documentation
http://download.geo.drweb.com/pub/d...

message edited by Johnw


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#11
March 22, 2017 at 15:50:15
THANK YOU SO MUCH - YOU'VE BEEN VERY HELPFUL!

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