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Fake Virus Warning

Tech Support Scams –How to spot them and handle them!

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There are various ways that scammers can attempt to trick unsuspecting users into believing that they need to take action to resolve a matter that is not occurring. Being aware of the various scams that are in existence can help you prevent yourself from becoming a victim. The most common way tech support scams can occur is from a pop-up on your computer, links accessed from websites, social media, private messages, email, text messages, or unsolicited phone calls.

Pop-Up Scams

You can be on almost any website when suddenly your entire screen is taken over.  You may find yourself confronted with a blue screen and unexpected notice that there is a problem with your device. The fake error message displayed is what is considered a “tech support scam”. The false message is usually accompanied by blaring audio which attempts to convince users that there is an issue that requires them to contact “Microsoft” and to not restart your computer.

All these techniques are meant to persuade you to call the specified tech support number. In contrast, the real error messages in Windows never ask you to call a tech support number. If you do reach out to the phone number on your screen you will be reaching scammers (not Microsoft) who will instruct you to download software to your device so that they can remotely connect to you and control your device. This is VERY dangerous. Once they are connected to you, they may steal your personal information and passwords or make attempts to extort money from you. They may go so far as to lock you out of your own device until you pay their ransom.

WHAT TO DO:

Whatever you do, do NOT call the phone number on your screen. The scammer’s goal will be to gain access to your computer, your financial institution, or both. Instead, if you are on a Windows PC, you should first attempt to open your task manager to close your web browser. To do this hold down the CTRL (control)+ ALT keys found on the far-left side of your keyboard. While holding them down also press the ESC (escape) key. This will open Task Manager which will give you the ability to select your web browser (Chrome, Firefox, Edge, etc.) and then click on END TASK. Once this is done your browser will close and the false error will disappear. If this does not work, you may need to force restart your computer (hold down the power button until it shuts off). Once you re-open your web browser DO NOT CLICK RESTORE PAGES!

Phone Scams

In the classic cold-call scenario, users receive an unsolicited phone call from someone claiming to be from a company they are not. Frequently they will portray themselves to either be from Microsoft’s support team or Amazon. Sometimes users receive calls that are supposedly from the bank or credit card company. Typically, the callers will offer to help solve your computer “problems” or to alert you of fake fraudulent activity on your account.  To appear more trustworthy, scammers may use personal information obtained from public sources such as your name and address. Once they have you convinced, they may persuade you to allow them to connect to your device or to provide additional personal information.

If you receive an unsolicited call from someone claiming to be from Microsoft Support, hang up. Microsoft does not make these kinds of calls. Think about it this way, does the plumber call you to tell you your pipes are leaking? No, they don’t. They don’t know what is going on in your house and Microsoft won’t call you about what is going on in your computer either.

What to do:

If you are contacted on the phone regarding an unexpected charge to an account or card, do not give out any personal information. Should you ever receive an unsolicited phone call for computer support, you can simply disconnect from the call. When you continue a conversation with the scammers, they will make attempts to convince you that they are legitimate, when in fact they are not. Users who have already provided access to their devices to suspected scammers should consider having their computer cleaned up by a local professional they trust. If you are personally having a computer cleaned after being scammed, let the professionals who are helping you know that someone unauthorized had access to your device and ask them to remove any remote access software that may still be installed. Moving forward, you can avoid the situation by only dealing with professionals that you trust and avoid any unsolicited tech support phone calls. Victims may want to consider reporting the scam to local law enforcement. Be aware that while they can trace phone numbers often there is little that can be done since criminals often use disposable mobile phones and spoofed or stolen phone numbers.

TEXT/EMAIL Scams

Users should be wary of emails and text messages that are received, especially those that arrive unsolicited. If you receive a text message or email that includes a link outside of the email you should not use the link. Instead, if you suspect that the email or message is legitimate you should contact the sender directly by visiting their website or calling them on a phone number that is listed on your account statement. Often scam text messages or emails will send users to another website in an effort to steal personal information.  A common email scam involves fake antivirus renewals from well-known companies like Norton or McAfee. Users can tell that the emails are not legitimate by checking the sender’s full email address. The name may say “Norton” for example but would then list an email address that would not be associated with Norton such as a Yahoo or Gmail address.

What to do:

Users who receive an email or text message that is suspected to not be legitimate can delete the message or email. The message or email can also be reported as spam through the email or messaging menus. There is little that you can do to avoid these situations. Receiving junk or spam messages or emails is a lot like receiving junk mail in your home mailbox, even if you change it to something else you will ultimately find yourself receiving some form of spam or junk mail. The best thing you can do is know how to properly handle it when it does arrive.

Computer Tips for the Everyday User

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By Aysë Stenabaugh

As an everyday user your knowledge of how computers work, and best practices may be limited. Not to mention that technology is ever changing and can be overwhelming. Having supporting information can help you build confidence when using your devices and can make computing more enjoyable. Here are a few tips that you can use while using your computer.

  • Keep your computer software up to date to ensure that you are receiving the latest security updates and bug performance fixes possible. As scary as it may be to take a chance that things will change with an update, the risk of your software running into unresolvable problems without the latest updates are increased when your software is out of date. Most software is unsupported after 10 years or less, its best to check with the software developer or an IT professional if the software you use and the data used within that software is important to you. So that you can continue to access it without interruptions.
  • Heat and Dirt building up inside your computer can cause damage to the physical components of your machine. It’s important to make sure your device has good ventilation especially for laptops where airflow is very limited. When possible, occasionally use canned air to blow out the inside of your device or at least where the air vents are located. DO NOT use a vacuum cleaner as it creates static electricity and can harm sensitive components.
  • Be aware of scammers who are trying to take advantage of unsuspecting users. Scammers can use all kinds of methos to attempt to reach you such as phone, email, text message, social media, and traditional mail. One of the best ways you can protect yourself is to avoid anything that doesn’t make sense, if you get an email from “Amazon” stating that you purchased a $3,000 tv that you know you didn’t purchase you should immediately consider that this could be a scam. Avoid clicking on any direct links in suspected spam messages, instead in this scenario for example a user can visit the Amazon website to check order history to confirm that the order doesn’t exist. Another common scam occurs when visiting a website that is infected. Many users will experience full-screen pop-up that seemingly cannot be closed. The warning which often includes obnoxious audio claims that the device has been infected and to call “Microsoft”. The phone number provided will direct users to none other than the scammers themselves who will use scare tactics to trick users into believing their computer is infected.
  • Use two-step verification to protect your online accounts. Two-step verification is an extra layer of security that is available and sometimes required for most online accounts. When you setup two step verification you will have a password that you use to login as usual. With Two-Step verification enabled, any time you login with your account from a new device you will be prompted to retrieve a second verification code which is usually sent via email, phone call or text message. It’s extremely important when setting up two step verification that you ensure that you add the correct contact information and keep it up to date so you can continue to access your accounts. Having multiple verification methods is ideal.
  • Backup all important data on your device to a second storage location. It doesn’t matter if you use cloud storage or a physical storage device such as a flash drive or CD. If you are utilizing cloud storage make sure that all data stored on your computer is syncing to the cloud and that you have access to the account to retrieve the data later. If you are using an external storage device like an external backup or flash drive, replace the backup device if it fails to ensure that no data is lost.
  • Restart your device regularly or anytime you are experiencing a lingering issue. Many problems are resolved after a restart because programs that are causing an issue may not have closed properly when you exited them. Restarting your devices also gives them an opportunity to install the latest updates. Since the components inside a computer are sensitive to fluctuations in temperature its best to keep your desktop computers on to keep them running at a constant temperature. Users should shut down their devices if there is a potential for power outages or when they will not be used for extended periods of time. Laptops on the other hand should be turned off when not in use since they have limited airflow and cooling abilities. It is recommended that laptop users consider shutting off the device when not in use rather than choosing sleep mode which can cause the computer to go into a “limbo” power state where the device is on but will not turn on or display properly until fully powered off.

We like to think that technology works all on its own, but the fact of the matter is that as users we must give the devices the commands required to function the way that we want them to. As an everyday user you must know that you aren’t expected to have all the technology answers, take your time, and think logically as you attempt to resolve your technical problems.

how to identify scammers and protect yourself

Email Phishing /Remote Support Scams

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IMPORTANT NOTICE:

Never provide remote access to your device to someone over the phone that you don’t personally know and trust! Scammers will often direct unsuspecting users to visit a website and will typically either ask the user for a code or will provide one for you to enter on your device. Microsoft or any other company will never directly contact you by phone or email to provide you with unsolicited support.

We have received many phone calls and service requests due to the increasing rise of email and phone scams occurring. We encourage all users to read over the following information to know what to look for to spot scams and avoid being taken advantage of.

Email Scams

Most email scams occur by the scammer emailing an unsuspecting user impersonating a legitimate company or one of your email contacts.

Never respond directly to emails claiming you placed an order you don’t recognize or that you owe money or are owed a refund. This has been the most common scam recently, many users report receiving emails that appear to be from an antivirus supplied such as Norton or Mcafee claiming that automatic renewal for their products is enabled and that you will be billed. Other times users receive emails for an order that they did not place showing delivery for an address that is unfamiliar. Users that respond to the email, click on any links, or call the number listed are often asked to provide sensitive information and/or remote access to your device. Scammers have gone so far as to make it appear that they have accidentally deposited funds into your bank account and at times will even attempt to guilt the user into believing their “mistake” will cost them their job. At this point in their scheme, they will instruct the users to reimburse them for their mistake, typically by purchasing prepaid gift cards which are untraceable once cashed.  In reality, no money has actually been deposited into the user’s account as they are providing false images that are misleading the unsuspecting user.

Click here to read what Norton has to say about phishing emails involving Norton.

Check the sender’s actual email address not just the name displayed. Often scammers use email addresses that are similar to the actual email address but not exact. For example, an email from Amazon would always come from an @amazon.com email address not something slightly misspelled like @amacom.com. If you get an email from someone that you normally correspond with via email but they aren’t speaking in a manner that is consistent with their normal behavior, are making spelling errors, or are asking for “favors” it is possible that the sender’s email account has been compromised. We have also seen scammers create new email addresses (most commonly outlook.com accounts) that are identical in spelling except for the @outlook.com portion. If you suspect you’re receiving emails from someone other than the actual sender do not respond instead reach out to the sender in another manner and let them know. If you believe your email has been compromised you should change your password immediately. If you suddenly stop receiving emails that could also be a sign that your own account has been compromised and that emails are being redirected to the scammer’s email address.

Phone Scams

A plumber would never call you to tell you that your pipes are leaking, Microsoft or any other tech support company is not going to call you to tell you that your computer is infected or that you have a virus. (The only exception to that is if you personally signed up for a service that involved your device being monitored. Many of these services offered are scams and we only recommend subscribing to these types of services with local companies that you know and trust in person.) Remember a scammer will do WHATEVER IT TAKES to convince you that something is wrong and that if you don’t follow their instructions that either you or they will be in some sort of trouble.

Pop-Up Scams

If you are on the internet and suddenly find yourself unable to do anything except to seemingly call a phone number for support you are likely visiting a malicious website or one that has been compromised. While you are on your computer if you are receiving notices in the corner of your screen that something is wrong, you have a virus, or need to renew your antivirus you should be aware that many of these notifications are providing false information. Even if you are unable to get rid of the notifications or pop-ups on your own, you should never click on any links or call any phone numbers associated with these notices. Instead, you can reach out to your local computer repair shop (us included!) to have your computer cleaned up and to have any remote software removed.

Text / Instant Messenger Scams

Anyone who has your phone number or email address (or randomly selects your number or generates your email address as a sender) can attempt to reach you. While you can block a specific email address or phone number it doesn’t stop these things from occurring in the first place. It’s important to never believe any messages or notices you receive that sound too good to be true. For example, a popular scam on social media websites occurs when users are led to believe they are going to get something free or that they are requesting some kind of information often for things that are too good to be true. Scammers often take advantage of unfortunate situations such as the rental market shortage or those looking for work at home opportunities.

If you find yourself falling victim to a scam involving your computer, you should immediately disconnect from the internet until you have confirmed that your device is free of remote software that could leave you even more vulnerable. At Jester’s, we offer our clean-up/maintenance service for a flat rate of $99, contact us for support or more information.

Computer-Diagnostics

How to troubleshoot your PC issue before calling for help

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When things go wrong with your computer it can be so frustrating and overwhelming that you may find yourself reaching out for help immediately. Before you contact someone for help we strongly recommend that you perform some basic steps on your computer before taking drastic measures.

FIRST – Restart your device

There are many operations your computer may be performing that can cause your device to not work properly. For example, let’s say you opened a program early in the day which you then closed later on. Hours later you try to do something and it won’t work. It’s possible that the program that you opened earlier in the day did not close properly and is still using valuable system resources that the action you are now trying to perform needs available for the task to complete.

Restarting your machine should always be the first step to troubleshooting your device no matter what the issue is. Restarting your machine will force programs to close and may trigger updates to complete installation.

 

SECOND – Determine the root of the issue

Many times people believe their computers aren’t working when just one particular thing isn’t working. Try to narrow your issue down as best as you can by first determining if your issue requires internet access. If your trying to visit a website or check your email or anything else that involves the internet you can try restarting the modem that your internet provider sent to you by disconnecting power waiting 30 seconds and reapplying power to the device. After about 2-3 minutes restart your computer and try to perform your action once again. If your issue doesn’t require internet access, try to write down as much information as you can regarding your issue. For example, if your issue is that a program won’t open, you would want to document what program won’t load and any error messages that appear.  Provide any information you have documented regarding your issue to your local repair shop.

THIRD – Be wary of BAD tech support companies and software

We can’t stress this enough – no one will EVER call your phone to tell you your computer has a problem. Dell won’t even call you to tell you if there is a recall on your device! Never trust someone who calls you and asks you to allow them to take control of your computer. If you contact your Internet Provider and they provide you with a 3rd party phone number for tech support be VERY WARY some of these companies provide semi-legitimate services that you could receive at a fraction of the cost at your local computer repair shop (and they will likely be more thorough since they will be able to diagnose the physical hardware of the computer more easily). Some of the customers that have contacted us thought they received a legitimate service but later found that they had unauthorized charges on their credit cards that they did not make.

The same is true for any software or advertisements that you may come across while connected to the internet. Many programs will claim that they can automatically find drivers, clean your registry and perform other maintenance on your computer. Many of these free applications are malware meaning they prompt other advertisements to display on your computer or can appear as free trials prompting you to pay after doing a “free scan”. The rule of thumb is to never trust “free software” unless you have a recommendation from someone knowledgeable you trust!

FOURTH – Do updates

If your having issues with your computer be sure that you have the latest windows updates installed. If you don’t have the latest updates installed something you are expecting to work properly may have already been resolved and without the updates in place you won’t know that is a possible resolution. If you have all your Windows updates in place and your problem is related to a website not working properly or something else involving the internet, make sure you have your web applications fully up to date too. Make sure you have the latest version of your web browsers, Adobe Flash player and Java installed.

 

 

If you aren’t able to resolve your issue on your own contact Jester’s Computer Services for additional support. We are a small family owned and operated business that has been in business for over 20 years! We offer remote support for those with high-speed internet access. Visit our contact us page to reach out for additional help.