[00:00:00 -> 00:00:16] Yeah, hi sir, Patrick Desai, the line got disconnected.
[00:00:16 -> 00:00:27] Yeah, I know, I'm back to my original screen now.
[00:00:27 -> 00:00:32] Do you think any of my bank has turned a call for my phone?
[00:00:32 -> 00:00:36] I don't open strange emails or anything.
[00:00:38 -> 00:00:45] Sir, I'm not sure until and unless you run the final scan from your end,
[00:00:45 -> 00:00:48] we can't get to know what is the exact reason.
[00:00:48 -> 00:00:53] So I just help you in removing the security alert.
[00:00:53 -> 00:00:56] So you might be in just next half an hour, an hour time,
[00:00:56 -> 00:00:59] you'll receive that same alert once again.
[00:00:59 -> 00:01:09] Okay. So if there's something on my computer, it'll come back again.
[00:01:09 -> 00:01:13] Okay. So I can get it fixed permanently for you.
[00:01:13 -> 00:01:16] For that, you need to follow some few more steps.
[00:01:16 -> 00:01:21] So I can guide you and it would be fixed.
[00:01:21 -> 00:01:23] Okay?
[00:01:23 -> 00:01:26] Okay. Now, you're going to do that now?
[00:01:26 -> 00:01:32] Okay. Just look on your screen, left-hand side, bottom corner.
[00:01:32 -> 00:01:37] Yeah, we're breaking up, the phone's cracking.
[00:01:37 -> 00:01:40] Okay. Is it better now?
[00:01:40 -> 00:01:43] Yeah, yeah, that's better.
[00:01:43 -> 00:01:48] Okay. So look on your screen, left-hand side, bottom corner.
[00:01:48 -> 00:01:57] Can you see some magnifying glass that says search or type photo search?
[00:01:57 -> 00:02:08] No, all I see is this PC, driver support.
[00:02:08 -> 00:02:13] Just very left, can you see the current date and the time on the right-hand side corner?
[00:02:13 -> 00:02:16] Can you see that?
[00:02:16 -> 00:02:19] On the right-hand side?
[00:02:19 -> 00:02:23] Yeah, right-hand side corner, the current date and the time.
[00:02:23 -> 00:02:25] Yeah, I see that.
[00:02:25 -> 00:02:31] Okay. If you look on the left-hand side, further to another corner,
[00:02:31 -> 00:02:37] you will see some very magnifying glass that says search or type photo search.
[00:02:37 -> 00:02:41] Okay, okay, okay. All right, I got it.
[00:02:41 -> 00:02:42] Okay.
[00:02:42 -> 00:03:00] So you need to click and type there as run, R-U-N, run.
[00:03:00 -> 00:03:03] Okay. Now what do I do?
[00:03:03 -> 00:03:09] Run's on it, but do I go up and click on top where it says run?
[00:03:09 -> 00:03:14] Can you see something that says run command on the top?
[00:03:14 -> 00:03:16] Click on that.
[00:03:16 -> 00:03:20] Yeah, it says run app.
[00:03:20 -> 00:03:22] Yeah, open that.
[00:03:22 -> 00:03:25] Okay, I did.
[00:03:25 -> 00:03:31] And now in the left-hand corner, type name of program folder document,
[00:03:31 -> 00:03:35] and it opens MSEC 2.
[00:03:35 -> 00:03:42] Okay. In front of open, if something is written there, you have to remove that first
[00:03:42 -> 00:03:48] and type there as WWW.
[00:03:48 -> 00:03:51] WWW...
[00:03:51 -> 00:03:53] Three W's?
[00:03:53 -> 00:03:57] Yes.
[00:03:57 -> 00:04:03] Okay. Okay, I have that.
[00:04:03 -> 00:04:10] Then it's Ultra, U-L-T-R-A, Ultra.
[00:04:10 -> 00:04:13] U-L-T-R-A?
[00:04:13 -> 00:04:15] Yes, that's correct.
[00:04:15 -> 00:04:29] Then it's Viewer, V-I-E-W-E-R, Viewer.
[00:04:29 -> 00:04:32] V-I-E-W-E-R?
[00:04:32 -> 00:04:34] Yes, that's correct.
[00:04:34 -> 00:04:36] Okay.
[00:04:36 -> 00:04:39] Dot.
[00:04:39 -> 00:04:43] Okay.
[00:04:43 -> 00:04:49] Net, N-E-T, Net.
[00:04:49 -> 00:04:52] Okay.
[00:04:52 -> 00:04:59] Now click Okay.
[00:04:59 -> 00:05:03] Now what you can see on your screen now.
[00:05:03 -> 00:05:09] Yeah, I have it. It's on the screen.
[00:05:09 -> 00:05:12] So have you clicked on Okay?
[00:05:12 -> 00:05:16] Yeah, and I have all for Viewer on the screen.
[00:05:16 -> 00:05:20] Okay, can you see something that's green in color and that says Download?
[00:05:20 -> 00:05:20] Yeah.
[00:05:20 -> 00:05:21] Click on that.
[00:05:21 -> 00:05:23] Yeah, yeah.
[00:05:23 -> 00:05:26] Okay.
[00:05:26 -> 00:05:29] And once you clicked on that.
[00:05:29 -> 00:05:32] Okay, so it would download on the top right corner
[00:05:32 -> 00:05:34] and then it will say Open File.
[00:05:34 -> 00:05:37] Click on Open File.
[00:05:37 -> 00:05:39] Okay.
[00:05:39 -> 00:05:43] Okay, do you want to allow this app to make change?
[00:05:43 -> 00:05:51] Click Yes.
[00:05:51 -> 00:05:54] Now what you can see?
[00:05:54 -> 00:06:00] Setup will install Ultra Viewer into the following folder.
[00:06:00 -> 00:06:06] Okay, so you have to keep clicking on Next until you see the option that says Install.
[00:06:06 -> 00:06:10] Okay.
[00:06:10 -> 00:06:13] It says it's already.
[00:06:13 -> 00:06:16] Would you like to install that to that folder?
[00:06:16 -> 00:06:18] Yeah, click Install.
[00:06:18 -> 00:06:21] Click Install.
[00:06:21 -> 00:06:25] So while it's installing, I just want to confirm with you, sir.
[00:06:25 -> 00:06:30] Have you shared your Wi-Fi password to anyone recently?
[00:06:30 -> 00:06:32] Have I did what?
[00:06:32 -> 00:06:38] Have you shared your Wi-Fi password, your Internet password to anyone?
[00:06:38 -> 00:06:40] No, no.
[00:06:40 -> 00:06:44] I don't even know what it is.
[00:06:44 -> 00:06:48] Okay, and have you traveled anywhere recently?
[00:06:48 -> 00:06:49] Okay.
[00:06:49 -> 00:06:52] Not at all.
[00:06:52 -> 00:06:58] And have you traveled anywhere recently where you might have connected your laptop to any
[00:06:58 -> 00:07:01] other network other than your home network?
[00:07:01 -> 00:07:02] No, no.
[00:07:02 -> 00:07:05] This one stays here all the time.
[00:07:05 -> 00:07:12] Now, I do, in the Beach House, I have another laptop, but it's, yeah.
[00:07:12 -> 00:07:13] I'm back now to...
[00:07:13 -> 00:07:16] Okay.
[00:07:16 -> 00:07:17] Click on finish.
[00:07:18 -> 00:07:23] Well, it's on next again, on additional shortcuts.
[00:07:23 -> 00:07:25] Click next.
[00:07:25 -> 00:07:27] Okay.
[00:07:27 -> 00:07:28] Now I see install.
[00:07:28 -> 00:07:30] Click install.
[00:07:30 -> 00:07:31] Click.
[00:07:31 -> 00:07:32] Okay.
[00:07:32 -> 00:07:33] Okay.
[00:07:33 -> 00:07:35] Green bar is coming across.
[00:07:35 -> 00:07:36] Okay.
[00:07:36 -> 00:07:41] So the green bar will move from the left-hand side to the right-hand side, and then you
[00:07:41 -> 00:07:43] will see the option that says finish.
[00:07:43 -> 00:07:47] While in the meanwhile, it's installing.
[00:07:47 -> 00:07:48] It's installing.
[00:07:48 -> 00:07:51] Can you help me out with your first name and the last name, sir?
[00:07:51 -> 00:08:05] **redacted** **redacted**on, **redacted**, **redacted**-O-N.
[00:08:05 -> 00:08:07] Do you want me to click on finish?
[00:08:07 -> 00:08:09] Yeah, click on finish.
[00:08:09 -> 00:08:15] So once you click on finish, it will generate a specific ID for your device, which will
[00:08:15 -> 00:08:19] help us in connecting to the Microsoft Secure Server.
[00:08:19 -> 00:08:23] So can you help me out with the ID that says your ID?
[00:08:23 -> 00:08:37] Yeah, your ID, **redacted**, and space **redacted**, space **redacted**.
[00:08:37 -> 00:08:41] Okay, and can you help me out with the password also?
[00:08:41 -> 00:08:47] **redacted**.
[00:08:47 -> 00:08:52] Okay, let me just try to connect it to the Microsoft Secure Server.
[00:08:52 -> 00:09:01] So the ID is **redacted**, is that correct?
[00:09:01 -> 00:09:02] Yes.
[00:09:02 -> 00:09:14] Okay.
[00:09:14 -> 00:09:20] Okay, so now what you need to do, just look for the magnifying glass earlier which you found.
[00:09:20 -> 00:09:26] Just type there as run once again, R-U-N, run.
[00:09:26 -> 00:09:30] Well, it's gone now.
[00:09:30 -> 00:09:38] Just type it once again, sir, R-U-N with the magnifying glass on the bottom code.
[00:09:38 -> 00:09:52] And once the small box opens, just do let me know.
[00:09:52 -> 00:10:00] Okay, I'll have the box open on the left now. Type name of program and folder.
[00:10:00 -> 00:10:10] Okay, type there this time C like Charlie, M like Mike.
[00:10:10 -> 00:10:13] C-M, okay.
[00:10:13 -> 00:10:15] Then it's D like Delta.
[00:10:15 -> 00:10:18] Okay.
[00:10:18 -> 00:10:20] Now click okay.
[00:10:20 -> 00:10:46] Now what you can see on your screen, sir?
[00:10:46 -> 00:10:58] Well, the first box is rocket malware detected on the Windows firewall alert.
[00:10:58 -> 00:11:03] And it's scanning commonly infected areas.
[00:11:03 -> 00:11:05] Okay, not a problem.
[00:11:05 -> 00:11:15] Okay, can you click on the magnifying glass that you search once again and type there as run once again?
[00:11:15 -> 00:11:36] Just come up to...
[00:11:36 -> 00:11:39] What you can see now?
[00:11:39 -> 00:11:44] Well, I can see edge, word, Excel, mail, calendar.
[00:11:44 -> 00:11:50] Okay, can you see some magnifying glass there that you search for apps, something like that?
[00:11:50 -> 00:12:00] Yeah, when I go up on the run, do I click here?
[00:12:00 -> 00:12:04] Yes, yes.
[00:12:04 -> 00:12:09] Okay, it leaves when I click it.
[00:12:09 -> 00:12:21] Okay, if something is there written on the small box, remove that and type there as CMD Charlie Mike Delta.
[00:12:21 -> 00:12:25] On the bottom left?
[00:12:25 -> 00:12:31] Yes, that's correct.
[00:12:31 -> 00:12:35] Okay, I'm sorry, what was it, Charlie?
[00:12:35 -> 00:12:40] Charlie Mike Delta.
[00:12:40 -> 00:12:41] Okay.
[00:12:41 -> 00:12:42] Now click okay.
[00:12:42 -> 00:12:53] All right, okay, now I have a black screen.
[00:12:53 -> 00:13:03] Okay, so what we need to do, first we need to check the fetus for your network.
[00:13:03 -> 00:13:09] Okay, so type there where the blinker is blinking, type NET, net.
[00:13:09 -> 00:13:17] NET?
[00:13:17 -> 00:13:18] Yes, that's correct.
[00:13:18 -> 00:13:24] Okay.
[00:13:24 -> 00:13:26] Then it's S like sugar.
[00:13:26 -> 00:13:34] Let me move a little, you're breaking up again.
[00:13:34 -> 00:13:36] It's S like sugar.
[00:13:36 -> 00:13:40] Okay, I have NET.
[00:13:40 -> 00:13:44] Yes, after that it's S like sugar.
[00:13:44 -> 00:13:45] S like sugar.
[00:13:45 -> 00:13:46] Okay.
[00:13:46 -> 00:13:48] Okay.
[00:13:48 -> 00:13:49] T like tango.
[00:13:49 -> 00:13:57] What was the next one?
[00:13:57 -> 00:13:59] I have NETS.
[00:13:59 -> 00:14:02] Then it's T, T like Tom.
[00:14:02 -> 00:14:04] Or tango.
[00:14:04 -> 00:14:05] Okay, T.
[00:14:05 -> 00:14:09] Okay, NET and T.
[00:14:09 -> 00:14:11] Then it's A like apple.
[00:14:11 -> 00:14:15] A, okay.
[00:14:15 -> 00:14:18] Then it's T like tango once again.
[00:14:18 -> 00:14:25] E.
[00:14:25 -> 00:14:31] It's P, T like Tom or tomato or tango.
[00:14:31 -> 00:14:33] Oh, again?
[00:14:33 -> 00:14:35] Yes.
[00:14:35 -> 00:14:41] Okay, what I have now is NETSTAT.
[00:14:41 -> 00:14:45] Okay, so that's the short form for network status.
[00:14:45 -> 00:14:58] Now what you need to do, hit enter.
[00:14:58 -> 00:15:09] Okay.
[00:15:09 -> 00:15:11] So a scan must be going on.
[00:15:11 -> 00:15:19] So once the scan is over, you'll go to the same page that says C colon backward slash user, something like that.
[00:15:19 -> 00:15:22] So once you reach on that point, just do let me know.
[00:15:22 -> 00:15:28] Okay, it's just filling in.
[00:15:28 -> 00:15:31] Okay, now say user again.
[00:15:31 -> 00:15:32] Okay.
[00:15:32 -> 00:15:37] Let me just get a copy of that, just be on the line.
[00:15:37 -> 00:15:39] Okay, Mr. **redacted**, I'll just go there.
[00:15:39 -> 00:15:45] So can you see some numbers under the local address that's starting with 192.168?
[00:15:45 -> 00:15:47] Can you see those numbers?
[00:15:47 -> 00:15:48] All are the same?
[00:15:48 -> 00:15:49] Oh yeah.
[00:15:49 -> 00:15:50] Starting with the same numbers?
[00:15:50 -> 00:15:51] Yeah.
[00:15:51 -> 00:15:52] Okay.
[00:15:52 -> 00:15:54] So this is your IP address of your laptop.
[00:15:54 -> 00:15:59] Do you know what is the IP address?
[00:15:59 -> 00:16:00] No.
[00:16:00 -> 00:16:01] Okay.
[00:16:01 -> 00:16:08] So it is an address similar to what we have, our home address for laptop and devices.
[00:16:08 -> 00:16:13] It's called as Internet Protocol Address or you can say IP address.
[00:16:13 -> 00:16:17] So as it's one device, so it keeps remaining the same.
[00:16:17 -> 00:16:24] But the thing that we need to be worrying about here or we need to be concerned is the foreign addresses.
[00:16:24 -> 00:16:28] It shows different, different foreign addresses.
[00:16:28 -> 00:16:39] It's starting with like 2.0, then it's second one is EC2, then it's 2.0, then EC2, and a couple of different foreign addresses.
[00:16:39 -> 00:16:46] It means your device is getting access from different, different locations.
[00:16:46 -> 00:16:54] So like someone is accessing it, it is established, it means they are able to make a secured connection.
[00:16:54 -> 00:17:08] Okay, can you just type where the blinker is blinking, type there as once again the same thing, that is NETSTAT.
[00:17:08 -> 00:17:11] Okay, NET.
[00:17:11 -> 00:17:24] Yes, then it's STAT.
[00:17:24 -> 00:17:28] NETST, what was next?
[00:17:28 -> 00:17:32] Yes, then it's A like apple, T like tango.
[00:17:32 -> 00:17:34] A.
[00:17:34 -> 00:17:37] NETSTA, okay.
[00:17:37 -> 00:17:41] Then it's P, T like tango, or Tom.
[00:17:41 -> 00:17:47] P, okay.
[00:17:47 -> 00:17:49] Then give space.
[00:17:49 -> 00:17:50] Okay.
[00:17:50 -> 00:17:52] You have to give one space.
[00:17:52 -> 00:17:53] Space?
[00:17:53 -> 00:17:54] Yes.
[00:17:54 -> 00:17:55] Okay.
[00:17:55 -> 00:17:57] Then a minus sign.
[00:17:57 -> 00:18:05] Minus sign.
[00:18:05 -> 00:18:11] Is that where there's two bars, the lower one?
[00:18:11 -> 00:18:12] Yes.
[00:18:12 -> 00:18:13] Yes.
[00:18:13 -> 00:18:14] Okay.
[00:18:14 -> 00:18:15] Okay.
[00:18:15 -> 00:18:18] Then it's E like apple.
[00:18:18 -> 00:18:21] Apple.
[00:18:21 -> 00:18:22] Okay.
[00:18:22 -> 00:18:31] Now hit enter.
[00:18:31 -> 00:18:35] Okay.
[00:18:35 -> 00:18:37] Once the scan is over, just do let me know.
[00:18:37 -> 00:18:44] Yeah, there's a lot of stuff up there.
[00:18:44 -> 00:18:47] Okay.
[00:18:47 -> 00:18:48] Let me just get a copy of that.
[00:18:48 -> 00:18:51] Okay, Mr. **redacted**.
[00:18:51 -> 00:18:54] It says, state as listening.
[00:18:54 -> 00:18:55] Can you see that?
[00:18:55 -> 00:18:56] It says listening.
[00:18:56 -> 00:18:59] Yeah.
[00:18:59 -> 00:19:01] Yeah, I see that.
[00:19:01 -> 00:19:02] Okay.
[00:19:02 -> 00:19:08] It means the person who is able to connect to your device, he has done a network breach.
[00:19:08 -> 00:19:13] It means he is connected to all your devices which are connected to your same network or
[00:19:13 -> 00:19:15] your home network.
[00:19:15 -> 00:19:19] It means he can listen to your phone calls.
[00:19:19 -> 00:19:25] He can have access to your text messages or any other device which is connected to the
[00:19:25 -> 00:19:29] same network, he has access to those devices.
[00:19:29 -> 00:19:33] And you said this is the first time you have received this kind of security alert.
[00:19:33 -> 00:19:35] Is that correct?
[00:19:35 -> 00:19:37] Yes.
[00:19:37 -> 00:19:39] Okay.
[00:19:39 -> 00:19:44] So what you can do, Mr. **redacted**, first of all, can you help me out with your zip code
[00:19:44 -> 00:19:49] so I can block all other accesses or the addresses which are connected to your device
[00:19:49 -> 00:19:51] other than this area code.
[00:19:51 -> 00:19:55] Can you help me out with your zip code?
[00:19:55 -> 00:19:56] Yes.
[00:19:56 -> 00:20:01] Now I have a physical zip code and a mailing zip code.
[00:20:01 -> 00:20:04] Which one do you need?
[00:20:04 -> 00:20:11] I need your current one, current location zip code which is there as for the location.
[00:20:11 -> 00:20:14] Okay, so physical.
[00:20:14 -> 00:20:15] Yes.
[00:20:15 -> 00:20:20] Okay, that's **redacted**.
[00:20:20 -> 00:20:25] **redacted**.
[00:20:25 -> 00:20:26] Yes.
[00:20:26 -> 00:20:30] Okay.
[00:20:30 -> 00:20:35] That's **redacted**, is that correct?
[00:20:35 -> 00:20:36] Correct.
[00:20:36 -> 00:20:39] Okay.
[00:20:39 -> 00:20:40] Okay.
[00:20:40 -> 00:20:43] So can you see the blinker is blinking in the black box?
[00:20:43 -> 00:20:48] Type there as event, E-V-E-N-T, event.
[00:20:48 -> 00:20:53] You're breaking up again.
[00:20:53 -> 00:20:56] Type there where the blinker is blinking.
[00:20:56 -> 00:21:01] Type there as event, E-V-E-N-T, event.
[00:21:01 -> 00:21:08] E-N-T?
[00:21:08 -> 00:21:12] Sir, it's event, E-V-E-N-T, event.
[00:21:12 -> 00:21:16] I'm not hearing anything.
[00:21:16 -> 00:21:21] It's just static on the phone.
[00:21:21 -> 00:21:25] It's E like Echo or Edward.
[00:21:25 -> 00:21:29] Okay, I got it.
[00:21:29 -> 00:21:33] Then it's V like Victor.
[00:21:33 -> 00:21:34] V.
[00:21:34 -> 00:21:36] Or Victoria, yes.
[00:21:36 -> 00:21:39] Yeah, okay, E-V, okay.
[00:21:39 -> 00:21:43] Then it's E like Echo again.
[00:21:43 -> 00:21:45] Okay, I have it.
[00:21:45 -> 00:21:50] Then it's N like November.
[00:21:50 -> 00:21:52] Okay, I have it.
[00:21:52 -> 00:21:56] Then it's T like Tango.
[00:21:56 -> 00:21:58] T.
[00:21:58 -> 00:22:00] Yes.
[00:22:00 -> 00:22:03] Okay, E-V, okay.
[00:22:03 -> 00:22:07] Then it's V like Victoria.
[00:22:07 -> 00:22:09] Okay.
[00:22:09 -> 00:22:12] W like Risky.
[00:22:12 -> 00:22:14] Okay.
[00:22:14 -> 00:22:15] R like Romeo.
[00:22:15 -> 00:22:19] Okay.
[00:22:19 -> 00:22:20] Now hit enter.
[00:22:20 -> 00:22:26] Okay.
[00:22:26 -> 00:22:34] Okay, now I have a new screen.
[00:22:34 -> 00:22:35] Okay.
[00:22:35 -> 00:22:37] On the left hand side, can you see?
[00:22:37 -> 00:22:43] Okay, on the left hand side of the new screen, can you see that says custom views?
[00:22:43 -> 00:22:46] Yeah, I see subscription.
[00:22:46 -> 00:22:48] Okay, click on custom views.
[00:22:48 -> 00:22:49] Yeah.
[00:22:49 -> 00:22:52] Left.
[00:22:52 -> 00:22:56] Yes.
[00:22:56 -> 00:22:58] Okay.
[00:22:58 -> 00:23:02] Now I just want to know yes or no.
[00:23:02 -> 00:23:05] Click on no.
[00:23:05 -> 00:23:06] Click on no.
[00:23:06 -> 00:23:08] Yes, click on no.
[00:23:08 -> 00:23:11] Okay.
[00:23:11 -> 00:23:17] You have to click on custom views on the left hand side, custom views.
[00:23:17 -> 00:23:22] Okay.
[00:23:22 -> 00:23:27] Now can you see something that says administrative events?
[00:23:27 -> 00:23:28] Double click on that.
[00:23:28 -> 00:23:29] Yeah.
[00:23:29 -> 00:23:31] Click on it.
[00:23:31 -> 00:23:34] Yeah, you need to do a double click.
[00:23:34 -> 00:23:38] Okay.
[00:23:38 -> 00:23:39] Okay.
[00:23:39 -> 00:23:43] Okay, now can you see that says number of events?
[00:23:43 -> 00:23:49] Yeah.
[00:23:49 -> 00:23:50] Okay.
[00:23:50 -> 00:23:53] And how many events are there, sir?
[00:23:53 -> 00:23:56] Two, nine, nine, zero.
[00:23:56 -> 00:23:57] Okay.
[00:23:57 -> 00:24:06] It means Microsoft has sent you the error and warning messages almost 2,990 times.
[00:24:06 -> 00:24:08] Almost like 3,000.
[00:24:08 -> 00:24:14] But you said you have never received not even a single alert other than this one.
[00:24:14 -> 00:24:16] No, I've never got one.
[00:24:16 -> 00:24:17] Okay.
[00:24:17 -> 00:24:23] It means the person who got your access of your device, he just keeps, makes sure you
[00:24:23 -> 00:24:26] don't receive these kind of errors and warnings.
[00:24:26 -> 00:24:28] So he has removed all of these from you.
[00:24:28 -> 00:24:29] Okay.
[00:24:29 -> 00:24:32] Can you just close this custom view thing, sir?
[00:24:32 -> 00:24:36] The event viewer.
[00:24:36 -> 00:24:38] So, X out.
[00:24:38 -> 00:24:39] Yes.
[00:24:39 -> 00:24:41] X out.
[00:24:41 -> 00:24:42] Okay.
[00:24:42 -> 00:24:43] Okay.
[00:24:43 -> 00:24:44] I'll do it.
[00:24:44 -> 00:24:46] Okay.
[00:24:46 -> 00:24:50] So which is the normal browser which you use on this device, sir?
[00:24:50 -> 00:24:54] Is that Google Chrome or Microsoft Edge?
[00:24:54 -> 00:24:56] Google.
[00:24:56 -> 00:24:57] Okay.
[00:24:57 -> 00:25:01] Can you just open the Google Chrome?
[00:25:01 -> 00:25:03] You want me to open it now?
[00:25:03 -> 00:25:04] Yes.
[00:25:04 -> 00:25:05] That's correct.
[00:25:05 -> 00:25:08] Do I exit the black screen?
[00:25:08 -> 00:25:09] Okay.
[00:25:09 -> 00:25:10] Don't do anything.
[00:25:10 -> 00:25:11] Do I exit the black screen?
[00:25:11 -> 00:25:12] No.
[00:25:12 -> 00:25:17] Just press and hold down the Windows key and press the key with letter D, D like delta.
[00:25:17 -> 00:25:25] Okay.
[00:25:25 -> 00:25:33] I have up Edge, Word, Mail, all those things now.
[00:25:33 -> 00:25:34] Okay.
[00:25:34 -> 00:25:37] Can you see a magnifying glass there that says search for apps?
[00:25:37 -> 00:25:42] Yeah.
[00:25:42 -> 00:25:43] Well, no.
[00:25:43 -> 00:25:46] That's just starting to shut down.
[00:25:46 -> 00:25:47] No.
[00:25:47 -> 00:25:50] On the top somewhere, sir, you will see that says search for apps.
[00:25:50 -> 00:25:53] Yeah.
[00:25:53 -> 00:25:54] Okay.
[00:25:54 -> 00:25:55] I see it.
[00:25:55 -> 00:25:56] Okay.
[00:25:56 -> 00:26:12] Type there as Chrome, C-H-R-O-M-E, Chrome.
[00:26:12 -> 00:26:13] Okay.
[00:26:13 -> 00:26:17] You will see that under the best match that says Google Chrome app.
[00:26:17 -> 00:26:27] Open that.
[00:26:27 -> 00:26:28] Okay.
[00:26:28 -> 00:26:30] I'll do it.
[00:26:30 -> 00:26:31] Okay.
[00:26:31 -> 00:26:37] What you need to do, press and hold down the control key, and while you're holding down,
[00:26:37 -> 00:26:44] press the key with letter H, H like hotel.
[00:26:44 -> 00:26:47] Hold the control and then H.
[00:26:47 -> 00:26:48] Yes.
[00:26:48 -> 00:26:52] H like hotel.
[00:26:52 -> 00:26:54] Okay.
[00:26:54 -> 00:26:59] Just press H and release both the keys together.
[00:26:59 -> 00:27:01] Okay.
[00:27:01 -> 00:27:05] I don't see anything new when I did that.
[00:27:05 -> 00:27:06] Okay.
[00:27:06 -> 00:27:12] Just try to do that once again.
[00:27:12 -> 00:27:14] Control and H, hotel.
[00:27:14 -> 00:27:16] Correct?
[00:27:16 -> 00:27:20] Yes, that's correct.
[00:27:20 -> 00:27:23] Something comes up and it leaves.
[00:27:23 -> 00:27:25] Okay.
[00:27:25 -> 00:27:31] Just press the control key and then press the key with letter H and then release them together.
[00:27:31 -> 00:27:36] Letter X.
[00:27:36 -> 00:27:39] H, H like hotel.
[00:27:39 -> 00:27:40] Yes.
[00:27:40 -> 00:27:49] I do and whatever's there goes away.
[00:27:49 -> 00:27:51] As soon as I release the keys it goes away.
[00:27:51 -> 00:27:56] Okay, it's come back now.
[00:27:56 -> 00:28:00] Okay, it's come back now?
[00:28:00 -> 00:28:02] Yeah, I see search history.
[00:28:02 -> 00:28:03] What?
[00:28:03 -> 00:28:07] Search history.
[00:28:07 -> 00:28:08] Okay.
[00:28:08 -> 00:28:14] So what you need to see is the option scroller would be on the top right hand side.
[00:28:14 -> 00:28:23] Just scroll it down and just see if something you see like which you have not visited that page or something like that.
[00:28:23 -> 00:28:31] Just search through your history and just see if something, everything seems fine which you have visited.
[00:28:31 -> 00:28:53] I don't know hardly what any of this is.
[00:28:53 -> 00:28:55] You don't recognize any one of them?
[00:28:55 -> 00:29:00] No, some of them's like page A1, page A4.
[00:29:00 -> 00:29:03] I mean it might be something but I don't know.
[00:29:03 -> 00:29:10] Some things I recognize.
[00:29:10 -> 00:29:19] Okay.
[00:29:19 -> 00:29:21] Here's some that I don't.
[00:29:21 -> 00:29:26] Okay, so you are saying some new things like that you are aware of.
[00:29:26 -> 00:29:28] Some are like something you are not aware of.
[00:29:28 -> 00:29:30] Is it correct?
[00:29:30 -> 00:29:32] The what now?
[00:29:32 -> 00:29:33] You're breaking up.
[00:29:33 -> 00:29:34] Okay.
[00:29:34 -> 00:29:35] Okay.
[00:29:35 -> 00:29:43] Just leave that and just try to open your email and just see if you find any suspicious email
[00:29:43 -> 00:29:48] which you might have received in the last 72 hours.
[00:29:48 -> 00:30:28] No, but I delete about every day because I need to go to a trash or something.
[00:30:28 -> 00:30:36] Okay.
[00:30:36 -> 00:30:39] Not a problem.
[00:30:39 -> 00:30:46] Can you just be on the line for just one or two minutes?
[00:30:46 -> 00:30:47] Let me just check that from my end.
[00:30:47 -> 00:30:48] Okay.
[00:30:48 -> 00:30:49] Just be on the line.
[00:30:49 -> 00:30:50] Okay.
[00:30:50 -> 00:30:51] Okay.
[00:30:51 -> 00:31:07] All right.
[00:31:07 -> 00:31:10] Daddy, come here.
[00:31:10 -> 00:31:21] You better get on the line to the bank.
[00:31:21 -> 00:31:22] Yeah.
[00:31:22 -> 00:31:26] Hi, sir.
[00:31:26 -> 00:31:27] Mr. **redacted**.
[00:31:27 -> 00:31:28] Are you there?
[00:31:28 -> 00:31:29] Yeah.
[00:31:29 -> 00:31:30] All right.
[00:31:30 -> 00:31:31] Okay.
[00:31:31 -> 00:31:32] Just exit.
[00:31:32 -> 00:31:33] Okay.
[00:31:33 -> 00:31:34] Just exit your e-mails.
[00:31:34 -> 00:31:37] Do what?
[00:31:37 -> 00:31:38] Okay.
[00:31:38 -> 00:31:39] Exit the e-mail?
[00:31:39 -> 00:31:40] Yes.
[00:31:40 -> 00:31:41] Okay.
[00:31:41 -> 00:31:42] Okay.
[00:31:42 -> 00:31:47] Come back to Google Chrome.
[00:31:47 -> 00:31:50] Did I exit it?
[00:31:50 -> 00:31:51] Yeah.
[00:31:51 -> 00:31:54] Exit this one also.
[00:31:54 -> 00:31:57] Okay.
[00:31:57 -> 00:31:58] Okay.
[00:31:58 -> 00:32:03] Can you see the magnifying glass that's searched on the bottom part?
[00:32:03 -> 00:32:04] Yeah.
[00:32:04 -> 00:32:05] Yeah.
[00:32:05 -> 00:32:06] Okay.
[00:32:06 -> 00:32:09] Type there as command C-O-M-M-A-N-D.
[00:32:09 -> 00:32:18] Okay.
[00:32:18 -> 00:32:19] Can you see command prompt?
[00:32:19 -> 00:32:20] Open that.
[00:32:20 -> 00:32:21] Yeah.
[00:32:21 -> 00:32:28] Okay.
[00:32:28 -> 00:32:29] I'm back to black screen.
[00:32:29 -> 00:32:30] The black screen.
[00:32:30 -> 00:32:31] Yeah.
[00:32:31 -> 00:32:32] Okay.
[00:32:32 -> 00:32:33] The black screen.
[00:32:33 -> 00:32:46] Type there as C like Charlie, D like Delta, dot, dot, two dots.
[00:32:46 -> 00:32:47] Okay.
[00:32:47 -> 00:32:52] And hit enter.
[00:32:52 -> 00:33:05] Now type C-B-dot, dot, once again and hit enter.
[00:33:05 -> 00:33:06] Okay.
[00:33:06 -> 00:33:07] Okay.
[00:33:07 -> 00:33:13] So now we are going to run a final scan for what is the exact reason why you have received
[00:33:13 -> 00:33:14] a security alert.
[00:33:14 -> 00:33:19] So type there as D-I-R Delta Indigo Romeo.
[00:33:19 -> 00:33:23] Okay.
[00:33:23 -> 00:33:25] You're going to have to say it one more time.
[00:33:25 -> 00:33:27] It's D like Delta.
[00:33:27 -> 00:33:30] Okay.
[00:33:30 -> 00:33:31] D.
[00:33:31 -> 00:33:32] R like Indigo.
[00:33:32 -> 00:33:35] Okay.
[00:33:35 -> 00:33:36] D-I.
[00:33:36 -> 00:33:37] Okay.
[00:33:37 -> 00:33:38] R like Romeo.
[00:33:38 -> 00:33:39] R. Okay.
[00:33:39 -> 00:33:40] Forward slash.
[00:33:40 -> 00:33:41] Let's see.
[00:33:41 -> 00:33:42] That's the bottom.
[00:33:42 -> 00:33:43] That would be on your question mark line.
[00:33:43 -> 00:33:44] Okay.
[00:33:44 -> 00:33:50] Yeah, I got it.
[00:33:50 -> 00:33:51] S like sugar.
[00:33:51 -> 00:33:52] Then S like sugar.
[00:33:52 -> 00:33:53] S.
[00:33:53 -> 00:33:54] Yes.
[00:33:54 -> 00:33:55] Okay.
[00:33:55 -> 00:33:56] Okay.
[00:33:56 -> 00:33:57] Now hit enter.
[00:33:57 -> 00:33:58] Okay.
[00:33:58 -> 00:33:59] It's just going crazy.
[00:34:00 -> 00:34:01] Black screen.
[00:34:01 -> 00:34:04] So once it stops, just do let me know.
[00:34:04 -> 00:34:05] Okay.
[00:34:05 -> 00:34:14] So who else uses this laptop other than you and your family, Mr. Mitchell?
[00:34:14 -> 00:34:24] No one.
[00:34:24 -> 00:34:45] The only place it's ever been is over to Staples and they were supposed to put from wax and
[00:34:45 -> 00:34:54] now I don't know what kind of, you know, something to prevent this.
[00:34:54 -> 00:34:55] Okay.
[00:34:55 -> 00:34:56] Okay.
[00:34:56 -> 00:34:57] It's down here now.
[00:34:57 -> 00:34:58] The last thing I see is banking error.
[00:34:58 -> 00:34:59] Okay.
[00:34:59 -> 00:35:00] It means the scan is over.
[00:35:00 -> 00:35:01] Let me just get a copy of that.
[00:35:01 -> 00:35:02] Just one.
[00:35:02 -> 00:35:03] Okay.
[00:35:03 -> 00:35:04] Okay.
[00:35:04 -> 00:35:05] Okay.
[00:35:05 -> 00:35:06] Okay.
[00:35:06 -> 00:35:07] Okay.
[00:35:07 -> 00:35:13] Okay.
[00:35:13 -> 00:35:37] So Mr. **redacted**, it says device at risk, and then it says phone line tagged, okay, so which
[00:35:37 -> 00:35:42] we have already run the scan that is listening, so this is the reason it says phone line tagged.
[00:35:42 -> 00:35:46] And it says child pornography downloaded.
[00:35:46 -> 00:35:52] Have you used this laptop to do any kind of pornography stuff on this device, Mr. **redacted**?
[00:35:52 -> 00:35:56] Oh no, no, absolutely not.
[00:35:56 -> 00:36:03] Okay, because this seems like the major issue here, child pornography downloaded, as that's
[00:36:03 -> 00:36:04] an illegal thing.
[00:36:05 -> 00:36:11] There's a reason it shows here, it shows child pornography downloaded.
[00:36:11 -> 00:36:17] So this is illegal stuff, not legal at any part of the world.
[00:36:17 -> 00:36:23] So Windows thinks like this device has been used to do some child pornography downloading.
[00:36:23 -> 00:36:26] And we have blocked your access.
[00:36:26 -> 00:36:30] So I get to the point now.
[00:36:30 -> 00:36:36] The person might be like who got access, he's using your device and your details to download
[00:36:36 -> 00:36:37] these things.
[00:36:37 -> 00:36:42] They can't use their own devices, they just got access of your device and they are using
[00:36:42 -> 00:36:45] it to download some child pornography.
[00:36:45 -> 00:36:48] And I'll just tell you how these things work.
[00:36:48 -> 00:36:54] So they have to register themselves on the porn website or any other website which has
[00:36:54 -> 00:37:00] the child pornography and they might be using your name and your details for downloading
[00:37:00 -> 00:37:03] those things.
[00:37:03 -> 00:37:06] And then it says card used starting with four.
[00:37:06 -> 00:37:12] Do you have any like debit card that start with number four, Mr. **redacted**?
[00:37:12 -> 00:37:13] That what now?
[00:37:13 -> 00:37:14] That what?
[00:37:14 -> 00:37:21] Do you have any debit card that start with number four?
[00:37:21 -> 00:37:22] Debit card?
[00:37:22 -> 00:37:26] I don't know, I don't use debit card.
[00:37:27 -> 00:37:33] Okay, because don't use card used starting with four, there might be a debit card or
[00:37:33 -> 00:37:38] a credit card that has been used on these websites.
[00:37:38 -> 00:37:41] It says banking error.
[00:37:41 -> 00:37:42] Yeah.
[00:37:42 -> 00:37:57] No, my credit cards, my wife and I, it starts with three.
[00:37:57 -> 00:38:02] If I heard you correctly, Mr. **redacted**, you got this error while you were just trying
[00:38:02 -> 00:38:03] to log into your bank account.
[00:38:03 -> 00:38:04] Is that correct?
[00:38:04 -> 00:38:08] Yeah, I think so.
[00:38:08 -> 00:38:13] When I was logged into my bank account and when I got out of it, that's when this error
[00:38:13 -> 00:38:14] came up.
[00:38:14 -> 00:38:20] Okay, because that seems like it's been compromised now.
[00:38:20 -> 00:38:26] Can you just try to log in once again and just see if you're able to log in and everything
[00:38:26 -> 00:38:27] seems fine?
[00:38:27 -> 00:38:33] Because it seems there's an issue with the bank and you can try to do that, sir.
[00:38:33 -> 00:38:47] Because right now it's connected to the Microsoft Decode server, just try to log in if you're
[00:38:47 -> 00:38:53] able to log in and just check under the pending transactions and all if everything is fine
[00:38:53 -> 00:39:06] or not.
[00:39:06 -> 00:39:18] Well, my password and everything stays in and no, I'm not able to, yeah, it's just
[00:39:18 -> 00:39:24] going slow.
[00:39:24 -> 00:39:32] Yeah, I have three accounts at this bank and I can see all of them.
[00:39:32 -> 00:39:38] Okay, just check all three of them and under the pending transaction, if you know how
[00:39:38 -> 00:39:47] to get the check, just go ahead and just check that.
[00:39:47 -> 00:39:51] See if there's any checks.
[00:39:51 -> 00:39:52] Maybe any pending transaction.
[00:39:52 -> 00:40:00] No, I don't see anything out of order.
[00:40:00 -> 00:40:04] Okay, and do you have this only one financial institution?
[00:40:04 -> 00:40:09] If you have any another, just go ahead and just check with that with two.
[00:40:09 -> 00:40:14] Okay, okay, let me check American Express.
[00:40:14 -> 00:40:15] That was one bank.
[00:40:24 -> 00:40:26] I wonder how someone got my information.
[00:40:26 -> 00:40:34] Sir, it seems like someone got access.
[00:40:34 -> 00:40:39] So I'm just removing those accesses for you and I'll upgrade your Windows Defender.
[00:40:39 -> 00:40:43] But till the time I just want to make sure everything seems fine.
[00:40:43 -> 00:40:48] Because in the scan, some illegal stuff comes up, so we have to file you in a case report
[00:40:48 -> 00:40:49] against that.
[00:40:49 -> 00:40:55] So just to make sure, like everything is in order, okay?
[00:40:55 -> 00:40:57] So can you just do one more thing?
[00:40:57 -> 00:41:01] Can you see the search option there in the bottom that says magnifying glass?
[00:41:01 -> 00:41:08] Okay, what do I need to do now?
[00:41:08 -> 00:41:14] Just type there as MRT, Mike Romeo Tangle.
[00:41:14 -> 00:41:15] Under search?
[00:41:15 -> 00:41:16] Yes.
[00:41:16 -> 00:41:24] Okay, please tell me one more time.
[00:41:24 -> 00:41:26] It's M, M like Mike.
[00:41:26 -> 00:41:35] Okay, M, okay, next.
[00:41:35 -> 00:41:37] Then it's R like Romeo.
[00:41:38 -> 00:41:40] Okay, MR.
[00:41:40 -> 00:41:42] Then it's T like Tom.
[00:41:42 -> 00:41:44] Okay.
[00:41:44 -> 00:41:48] T, okay, MRT, okay.
[00:41:48 -> 00:41:50] Yeah, click on that MRT run command.
[00:41:50 -> 00:42:06] And once you click on the MRT run command, you will see your option.
[00:42:06 -> 00:42:08] What I do is I click search.
[00:42:08 -> 00:42:12] Do I click search?
[00:42:12 -> 00:42:16] Can you see somewhere that says MRT run command?
[00:42:16 -> 00:42:28] Yeah, I see MRT antivirus windows and MRT, okay, MRT web search results.
[00:42:28 -> 00:42:38] Okay, under the best match, can you see somewhere MRT run command on the very top?
[00:42:38 -> 00:42:40] Okay, click on that.
[00:42:40 -> 00:42:42] Well, it all went away.
[00:42:42 -> 00:42:48] Now what did I do?
[00:42:48 -> 00:42:50] It went away.
[00:42:50 -> 00:42:54] Okay, maybe type it once again, MRT.
[00:42:54 -> 00:42:57] Okay, just type it there, MRT once again.
[00:42:57 -> 00:43:14] Okay, run command now?
[00:43:14 -> 00:43:15] Yes.
[00:43:15 -> 00:43:25] Okay, yes or no do you want to allow?
[00:43:25 -> 00:43:29] Click yes.
[00:43:29 -> 00:43:31] Yes, okay.
[00:43:31 -> 00:43:39] Okay, I have windows in the top left.
[00:43:39 -> 00:43:44] Okay, can you read out to me what it says?
[00:43:44 -> 00:43:51] Click next to scan for and help remove specific malicious software.
[00:43:51 -> 00:43:54] Okay, click next only one time.
[00:43:54 -> 00:43:58] Press next.
[00:43:58 -> 00:43:59] Yes.
[00:43:59 -> 00:44:02] Okay.
[00:44:02 -> 00:44:08] Then you will see three options, click scan, full scan, customize scan.
[00:44:08 -> 00:44:11] So you have to select full scan.
[00:44:11 -> 00:44:19] Full scan, quick scan, full scan, okay.
[00:44:19 -> 00:44:20] Okay.
[00:44:20 -> 00:44:22] And now click next.
[00:44:22 -> 00:44:23] Yes, click next.
[00:44:23 -> 00:44:25] Okay.
[00:44:25 -> 00:44:26] Okay.
[00:44:26 -> 00:44:30] So this will search throughout your device.
[00:44:30 -> 00:44:36] For any malicious software, if something has been implemented or implanted by the hackers,
[00:44:36 -> 00:44:39] it will find that and it will remove that.
[00:44:39 -> 00:44:44] In the meanwhile, what I'll do, I'll just keep a close look on your details
[00:44:44 -> 00:44:48] and I'll just keep removing if any unauthorized access comes up.
[00:44:48 -> 00:44:52] And I'll upgrade your Windows Defender Security.
[00:44:52 -> 00:44:59] But that might take approximately like 12 to 18 hours from now.
[00:44:59 -> 00:45:01] So we have to fix that.
[00:45:01 -> 00:45:03] So that's going to be a long procedure.
[00:45:03 -> 00:45:07] So maybe I'll just connect you tomorrow with the updated status.
[00:45:07 -> 00:45:14] In the meanwhile, we will analyze your scan results reports also from our fraud analyzer team.
[00:45:14 -> 00:45:18] So they'll just analyze that, and I'll give you more details on that plan.
[00:45:18 -> 00:45:28] Is it okay if I can give you a call by tomorrow, by let's say by somewhere between 10 to 11, if that's fine for you?
[00:45:28 -> 00:45:31] Yeah, yeah, that's fine.
[00:45:31 -> 00:45:36] Well, I need to be at the computer.
[00:45:36 -> 00:45:44] I'll be away at work, but it takes me 30 minutes to get back home.
[00:45:44 -> 00:45:49] Okay, not a problem. You don't have to be in front of the computer at that time.
[00:45:49 -> 00:45:54] Maybe at what time you start for work, basically.
[00:45:54 -> 00:46:00] Yeah, that's fine. Anytime you call, be fine.
[00:46:00 -> 00:46:09] Okay, and the number from which you're calling right now, that's **redacted**. That's your mobile number. Is that correct?
[00:46:09 -> 00:46:12] Correct.
[00:46:12 -> 00:46:18] Okay, not a problem. I'll give you a call by tomorrow between 10 to 11, somewhere.
[00:46:18 -> 00:46:19] Okay.
[00:46:19 -> 00:46:22] Then maybe you can speak and I'll let you know the details further.
[00:46:22 -> 00:46:29] In the meanwhile, now the scan is going on, so leave your computer as it is. So it might take approximately an hour's time.
[00:46:29 -> 00:46:38] So if something comes suspicious, it will find and remove that. I'll upgrade the Windows Defender from the backend. I'll just put it first accordingly.
[00:46:38 -> 00:46:39] Okay.
[00:46:39 -> 00:46:40] Okay.
[00:46:40 -> 00:46:45] Okay, do I need to contact my bank or you think I'm okay?
[00:46:45 -> 00:46:52] I won't suggest you to contact anyone as of now, Mr. **redacted**, because your phone's lines are still shows hacked.
[00:46:52 -> 00:47:00] Until and unless we don't secure your network, if you do call directly to your bank, the hackers will get information.
[00:47:00 -> 00:47:08] And tomorrow till the time I'll call you and finishing this, fixing this issue, they might be able to get a hold of it.
[00:47:08 -> 00:47:09] Okay.
[00:47:09 -> 00:47:14] They can even do. So don't do anything. Don't call to anyone, if possible.
[00:47:14 -> 00:47:18] And don't explain or discuss anything over the call.
[00:47:18 -> 00:47:25] Because we are calling from a secure line, but the normal phone calls that we make, those are like normal phone calls.
[00:47:25 -> 00:47:26] Okay?
[00:47:26 -> 00:47:33] Yeah. So over the internet, I'd like to come in on my phone and my wife's phone, correct?
[00:47:33 -> 00:47:36] It can be in both of them, sir. We are not sure.
[00:47:36 -> 00:47:39] Because we have to analyze the whole scan report.
[00:47:39 -> 00:47:47] Then we can advise you which old devices are they with in concern and which all the hackers just got access and all.
[00:47:47 -> 00:47:50] So I'll let you know tomorrow in details.
[00:47:50 -> 00:47:56] If anything's suspicious or suspicious, I'll just keep contacting you on that phone, okay?
[00:47:56 -> 00:47:58] So let the scan results go around.
[00:47:58 -> 00:48:01] Okay.
[00:48:01 -> 00:48:02] Yeah, it's still going.
[00:48:02 -> 00:48:04] I'll call you tomorrow.
[00:48:04 -> 00:48:07] It just got started on the green.
[00:48:08 -> 00:48:10] Okay, I'll answer tomorrow.
[00:48:11 -> 00:48:12] Okay.
[00:48:12 -> 00:48:13] I'll see you tomorrow.
[00:48:13 -> 00:48:14] Thank you so much.
[00:48:14 -> 00:48:15] You're welcome.
[00:48:15 -> 00:48:16] Thank you.
[00:48:17 -> 00:48:18] Have a nice evening.
[00:48:18 -> 00:48:19] Thank you.
[00:48:19 -> 00:48:20] You too.