[00:00:00 -> 00:00:07] Thank you for calling support, you're speaking with Spencer, how can I help you?
[00:00:07 -> 00:00:20] Well, Spencer, my computer started giving me alarms, says that it is being taken over by somebody that it doesn't know.
[00:00:20 -> 00:00:26] Okay, don't worry.
[00:00:27 -> 00:00:31] Okay, don't worry, we're surely going to help you out.
[00:00:31 -> 00:00:36] So what exactly are you trying to do when you got the problem here?
[00:00:36 -> 00:00:40] Yes, I'm here looking at it.
[00:00:40 -> 00:00:43] Okay.
[00:00:43 -> 00:00:49] Is it a work computer or a personal computer that you have, miss?
[00:00:49 -> 00:00:53] It's my computer.
[00:00:53 -> 00:00:56] Okay, it's a personal computer, right?
[00:00:56 -> 00:00:57] Yes.
[00:00:57 -> 00:01:01] Okay, can you please turn the volume down now so that I can hear you properly?
[00:01:01 -> 00:01:07] I can't. There's no way that I can get to it. I can't.
[00:01:07 -> 00:01:11] Okay, no problem. I can help you with that, okay?
[00:01:11 -> 00:01:14] Look on the right-hand side of your screen on the lower bottom.
[00:01:14 -> 00:01:18] Do you see there is a time and date option there?
[00:01:18 -> 00:01:21] No.
[00:01:21 -> 00:01:25] Okay, then look on the left-hand side of your keyboard on the lower left-hand side.
[00:01:25 -> 00:01:30] There would be a control key, CTRL key there. Do you see that control key?
[00:01:30 -> 00:01:32] Yes.
[00:01:32 -> 00:01:37] Right next to the control key, which key do you have?
[00:01:37 -> 00:01:41] It's FN.
[00:01:41 -> 00:01:45] And right next to FN there is a window key, right, with the four flags on it?
[00:01:45 -> 00:01:47] Yes.
[00:01:47 -> 00:01:52] So you need to press that window key and the letter R at the same time, okay?
[00:01:55 -> 00:01:58] Nope, nothing.
[00:01:58 -> 00:02:03] Just press the window once and let go.
[00:02:03 -> 00:02:05] Now look on...
[00:02:05 -> 00:02:14] Just press the window key once and then let it go, okay?
[00:02:14 -> 00:02:15] Okay?
[00:02:15 -> 00:02:22] Yep.
[00:02:22 -> 00:02:26] You don't have anything on there either to say...
[00:02:26 -> 00:02:28] Hang on.
[00:02:52 -> 00:03:02] Okay, now what do I do with it?
[00:03:02 -> 00:03:07] Now look on the screen on the right hand side, ma'am. There is a speaker option that will be there.
[00:03:07 -> 00:03:21] I'll just try to turn it down.
[00:03:21 -> 00:03:23] Okay, you did it, right?
[00:03:23 -> 00:03:34] Well, it wasn't a speaker, it was a star that you had to turn off the thing on your computer.
[00:03:34 -> 00:03:38] Okay, no problem, ma'am. We'll go ahead and check everything for you, okay?
[00:03:38 -> 00:03:40] We'll see what happened right now.
[00:03:40 -> 00:03:43] Accidentally, you might hit the wrong link, okay?
[00:03:43 -> 00:03:50] Some sort of patch or some sort of advertisement, and that is the reason why you have a problem like this.
[00:03:50 -> 00:03:51] No, not to worry.
[00:03:51 -> 00:03:54] Is this going to cost me money?
[00:03:54 -> 00:04:01] Well, you're directly calling Microsoft now, and there will be no charges to get it fixed, okay?
[00:04:01 -> 00:04:03] I hope not, because I don't have anything.
[00:04:03 -> 00:04:05] No problem, we'll go ahead and check everything.
[00:04:05 -> 00:04:07] I am totally broke.
[00:04:07 -> 00:04:08] Okay.
[00:04:08 -> 00:04:09] Alrighty.
[00:04:09 -> 00:04:18] So what is the basic purpose you use this computer for?
[00:04:18 -> 00:04:22] I do bill paying.
[00:04:22 -> 00:04:26] I do some Zoom with some friends.
[00:04:26 -> 00:04:30] Check my email.
[00:04:30 -> 00:04:32] Okay.
[00:04:32 -> 00:04:34] Not a problem, ma'am.
[00:04:34 -> 00:04:38] I'm going to give you some troubleshooting steps to go ahead and check all the problems
[00:04:38 -> 00:04:41] so that I can help you with each and everything, okay?
[00:04:41 -> 00:04:44] Because right now you're having kind of a security breach.
[00:04:44 -> 00:04:49] It could be possible that the hackers have been trying to do all the things, okay?
[00:04:49 -> 00:04:52] So that I'm going to go ahead and check.
[00:04:52 -> 00:04:53] All right?
[00:04:53 -> 00:04:54] All righty.
[00:04:54 -> 00:04:57] All righty.
[00:04:57 -> 00:05:01] Please help me with your first and last name.
[00:05:01 -> 00:05:04] That's **redacted**.
[00:05:04 -> 00:05:06] Hang on, I got somebody at the door.
[00:05:06 -> 00:05:08] Hang on.
[00:05:08 -> 00:05:09] Okay.
[00:05:09 -> 00:05:11] Can I call you back?
[00:05:11 -> 00:05:12] No, I can hold on, ma'am.
[00:05:12 -> 00:05:14] No problem.
[00:05:14 -> 00:05:18] Well, it might be a little bit.
[00:05:18 -> 00:05:20] Well, this is a serious problem, ma'am.
[00:05:20 -> 00:05:24] We have to get it done right now.
[00:05:24 -> 00:05:26] All right, hang on.
[00:05:26 -> 00:07:20] Are you still there?
[00:07:20 -> 00:07:22] Yes, I am.
[00:07:22 -> 00:07:23] Can you hear me?
[00:07:23 -> 00:07:24] Thank you for holding.
[00:07:24 -> 00:07:26] Yeah, thank you for holding.
[00:07:26 -> 00:07:32] Not a problem.
[00:07:32 -> 00:07:35] So are you free now?
[00:07:35 -> 00:07:36] Yes.
[00:07:36 -> 00:07:37] Okay, great.
[00:07:37 -> 00:07:40] So what I'm going to do, ma'am, I'm just going to go ahead
[00:07:40 -> 00:07:43] and give you some troubleshooting steps to go ahead
[00:07:43 -> 00:07:45] and check all the things, and then I'll help you
[00:07:45 -> 00:07:47] with everything, okay?
[00:07:47 -> 00:07:52] It's going to take a little while, so you have to be patient, okay?
[00:07:52 -> 00:07:59] Well, that's what people tell me I have most of.
[00:07:59 -> 00:08:02] Sorry, beg your pardon?
[00:08:02 -> 00:08:05] People tell me I have a lot of patience.
[00:08:05 -> 00:08:06] Oh, great, great.
[00:08:06 -> 00:08:10] Yeah, that's all we need right now.
[00:08:10 -> 00:08:13] We're going to go ahead and check all the things, okay?
[00:08:13 -> 00:08:18] So from how long you're using this computer?
[00:08:18 -> 00:08:21] How long have I had it?
[00:08:21 -> 00:08:29] I'd say about five years.
[00:08:29 -> 00:08:31] And you had it for five years.
[00:08:31 -> 00:08:32] Oh, that's pretty good.
[00:08:32 -> 00:08:40] And you were getting this problem for the very first time, you said, right?
[00:08:40 -> 00:08:44] Well, it has blocked.
[00:08:44 -> 00:08:47] Sometimes it blocks, and I have to call.
[00:08:47 -> 00:08:53] But this is the first time all these things have popped up.
[00:08:53 -> 00:08:58] Like I've got one that says access to the computer is blocked for security reasons.
[00:08:58 -> 00:09:01] It won't let me go back and do anything.
[00:09:01 -> 00:09:04] These three things are stuck on my screen.
[00:09:04 -> 00:09:08] I completely understand, ma'am.
[00:09:08 -> 00:09:12] But see, right now what is happening, this is a case of a security breach.
[00:09:12 -> 00:09:17] Accidentally, you allowed hackers to get into your computer.
[00:09:17 -> 00:09:20] So what I'll do here, I'm just going to give you some troubleshooting steps
[00:09:20 -> 00:09:25] so that we can go ahead and check all the problems like what we are having right now
[00:09:25 -> 00:09:28] so that it will be easier to help you.
[00:09:28 -> 00:09:33] So I'm going to give you some troubleshooting steps that you have to follow.
[00:09:33 -> 00:09:39] Alrighty.
[00:09:39 -> 00:09:45] Okay, great.
[00:09:45 -> 00:09:48] Now have a look on your keyboard extreme left bottom corner.
[00:09:48 -> 00:09:52] You have a control key, right? CTRL key?
[00:09:52 -> 00:09:53] Yes.
[00:09:53 -> 00:10:00] And right next to that, which key do you have?
[00:10:00 -> 00:10:01] SM.
[00:10:01 -> 00:10:07] Okay, and right next to that there will be a window key.
[00:10:07 -> 00:10:10] You need to press the window and R at the same time, okay?
[00:10:10 -> 00:10:16] Window and F. Oh, you said R.
[00:10:16 -> 00:10:18] Yeah, window and R at the same time.
[00:10:18 -> 00:10:19] Okay.
[00:10:19 -> 00:10:20] Yep.
[00:10:20 -> 00:10:22] Okay.
[00:10:22 -> 00:10:23] What do you got?
[00:10:23 -> 00:10:27] I got NETPLWIZ.
[00:10:27 -> 00:10:33] Okay, make that box empty, okay?
[00:10:33 -> 00:10:34] Erase that.
[00:10:34 -> 00:10:36] Make it empty.
[00:10:36 -> 00:10:40] Okay.
[00:10:40 -> 00:10:42] Now what do you want me to put in there?
[00:10:42 -> 00:10:48] Now type in there www dot.
[00:10:48 -> 00:10:49] Okay.
[00:10:49 -> 00:10:50] H is in Harry.
[00:10:50 -> 00:10:54] O is in Oscar.
[00:10:54 -> 00:10:55] H, O.
[00:10:55 -> 00:10:58] P is in Paul.
[00:10:58 -> 00:11:00] H, O, P?
[00:11:00 -> 00:11:02] Yeah, H, O, P.
[00:11:02 -> 00:11:04] T is in Tom.
[00:11:04 -> 00:11:07] Ready?
[00:11:07 -> 00:11:13] Okay.
[00:11:13 -> 00:11:14] Next.
[00:11:14 -> 00:11:15] H, O, P, T, O.
[00:11:15 -> 00:11:18] And then D, E, S, K, hop to desk.
[00:11:18 -> 00:11:20] Now wait a minute.
[00:11:20 -> 00:11:22] Okay, no problem.
[00:11:22 -> 00:11:24] H, O.
[00:11:24 -> 00:11:28] I got www dot and then H, O, P, P.
[00:11:28 -> 00:11:30] But that's not what you said.
[00:11:30 -> 00:11:35] It's H, O, P, T, O.
[00:11:35 -> 00:11:37] Right?
[00:11:37 -> 00:11:38] Okay.
[00:11:38 -> 00:11:40] Yeah, H, O, P, T, O.
[00:11:40 -> 00:11:42] D as in David.
[00:11:42 -> 00:11:45] E as in Echo.
[00:11:45 -> 00:11:48] S as in Sam.
[00:11:48 -> 00:11:50] K as in Kevin.
[00:11:50 -> 00:11:52] Alright?
[00:11:52 -> 00:11:54] K?
[00:11:54 -> 00:11:55] Yeah, hop to desk.
[00:11:55 -> 00:11:57] That's what you have to put in.
[00:11:57 -> 00:11:59] Hop to desk.
[00:11:59 -> 00:12:00] Got it?
[00:12:00 -> 00:12:01] Yeah.
[00:12:01 -> 00:12:04] Got it.
[00:12:04 -> 00:12:07] Hit okay?
[00:12:07 -> 00:12:08] Hop to desk dot com.
[00:12:08 -> 00:12:11] Put a dot and then C, O, M, com.
[00:12:11 -> 00:12:17] Got it.
[00:12:17 -> 00:12:18] Okay.
[00:12:18 -> 00:12:25] Now where do you want me to go?
[00:12:25 -> 00:12:27] Now click on okay.
[00:12:27 -> 00:12:34] Alrighty.
[00:12:34 -> 00:12:35] Mm-hmm.
[00:12:35 -> 00:12:40] Alrighty.
[00:12:40 -> 00:12:41] This screen comes up.
[00:12:41 -> 00:12:42] It's got a kangaroo on it.
[00:12:42 -> 00:12:44] It's at another computer.
[00:12:44 -> 00:12:45] Okay.
[00:12:45 -> 00:12:47] Do you see the option of download now?
[00:12:47 -> 00:12:48] Hit that.
[00:12:48 -> 00:12:49] Yes.
[00:12:49 -> 00:12:52] Mm-hmm.
[00:12:52 -> 00:12:57] Do you want me to open it up?
[00:12:57 -> 00:12:58] Yes.
[00:12:58 -> 00:13:04] Okay.
[00:13:04 -> 00:13:09] Do I put yes or no?
[00:13:09 -> 00:13:10] Yeah, click on yes.
[00:13:10 -> 00:13:16] Alrighty.
[00:13:16 -> 00:13:17] Mm-hmm.
[00:13:17 -> 00:13:24] The yes disappeared.
[00:13:24 -> 00:13:27] Control remote desktop.
[00:13:27 -> 00:13:30] Now there's an option of install.
[00:13:30 -> 00:13:31] Okay.
[00:13:31 -> 00:13:36] So just hit install.
[00:13:36 -> 00:13:38] Hit what?
[00:13:38 -> 00:13:39] Hit install.
[00:13:39 -> 00:13:48] I don't have that on here.
[00:13:48 -> 00:13:56] Do you see there's ID number, ma'am, and the password, and if you see down a little bit, there's an option of install.
[00:13:56 -> 00:13:57] Okay.
[00:13:57 -> 00:13:58] So you need to click on install.
[00:13:58 -> 00:13:59] Okay.
[00:13:59 -> 00:14:00] Okay.
[00:14:00 -> 00:14:01] Yeah.
[00:14:01 -> 00:14:03] Underneath the kangaroo.
[00:14:03 -> 00:14:08] Uh-huh.
[00:14:08 -> 00:14:09] All right.
[00:14:09 -> 00:14:11] Accept and install.
[00:14:11 -> 00:14:12] Yeah.
[00:14:12 -> 00:14:13] Accept and install, yeah.
[00:14:13 -> 00:14:19] All righty.
[00:14:19 -> 00:14:21] Uh-huh.
[00:14:21 -> 00:14:22] It came up.
[00:14:22 -> 00:14:25] Do you want to allow this app to make changes to your device?
[00:14:25 -> 00:14:26] Click on yes.
[00:14:26 -> 00:14:27] Yes or no?
[00:14:27 -> 00:14:28] Yeah.
[00:14:28 -> 00:14:29] Click on yes.
[00:14:29 -> 00:14:30] All righty.
[00:14:30 -> 00:14:45] Now it went back to the kangaroo.
[00:14:45 -> 00:14:53] The kangaroo, it says control remote desktop and...
[00:14:53 -> 00:14:54] Now there's an ID number.
[00:14:54 -> 00:14:58] You need to read that ID number to me now.
[00:14:58 -> 00:15:05] **redacted**.
[00:15:05 -> 00:15:09] Password?
[00:15:09 -> 00:15:13] **redacted**.
[00:15:13 -> 00:15:18] **redacted** after that?
[00:15:18 -> 00:15:21] **redacted**.
[00:15:21 -> 00:15:23] Let me repeat that for you, okay?
[00:15:23 -> 00:15:32] It's **redacted**, and the number 9, right?
[00:15:32 -> 00:15:33] Yes.
[00:15:33 -> 00:15:34] Okay, great.
[00:15:34 -> 00:15:39] Now there's an option of unattended access.
[00:15:39 -> 00:15:40] Check mark on it.
[00:15:40 -> 00:15:46] Yes, okay.
[00:15:46 -> 00:15:51] Yeah, now have a look on your keypad, okay?
[00:15:51 -> 00:15:57] On a lower, left hand side, on a lower bottom, which key do you have?
[00:15:57 -> 00:16:01] Control.
[00:16:01 -> 00:16:03] Right next to that control.
[00:16:03 -> 00:16:04] FN.
[00:16:04 -> 00:16:07] And right next to FN there.
[00:16:07 -> 00:16:08] Windows and ALT.
[00:16:08 -> 00:16:09] Yeah.
[00:16:09 -> 00:16:12] So you need to press, I'll tell you, I'll tell you.
[00:16:12 -> 00:16:18] You need to press the window key and the letter R is in Romeo, okay?
[00:16:18 -> 00:16:22] Okay.
[00:16:22 -> 00:16:23] Now what you got?
[00:16:23 -> 00:16:28] Well, the same little box pops up.
[00:16:28 -> 00:16:30] It says something about run.
[00:16:30 -> 00:16:31] Okay, make it empty.
[00:16:31 -> 00:16:33] And it disappeared.
[00:16:33 -> 00:16:40] Well, it went back to hop to disk executive.
[00:16:40 -> 00:16:41] Make it empty then.
[00:16:41 -> 00:16:43] Oh, make that box empty, okay?
[00:16:43 -> 00:16:44] That's what I'm saying.
[00:16:44 -> 00:16:45] Okay.
[00:16:45 -> 00:16:58] And now type in there, M as in Mary, S as in Sam, I as in Indiana,
[00:16:58 -> 00:17:12] N as in Nancy, F as in Frank, O as in Oscar, and the number 3 and the number 2.
[00:17:12 -> 00:17:14] Oh, you have a dog in your home?
[00:17:14 -> 00:17:16] That's pretty good.
[00:17:16 -> 00:17:17] Yep.
[00:17:17 -> 00:17:18] Yep.
[00:17:18 -> 00:17:19] Now click on okay.
[00:17:19 -> 00:17:26] Now you'll be getting system information, okay?
[00:17:26 -> 00:17:28] There's a big box will be coming up.
[00:17:28 -> 00:17:29] Yep.
[00:17:29 -> 00:17:33] In which you can find out system model number.
[00:17:33 -> 00:17:35] Do you see system model?
[00:17:35 -> 00:17:43] There's option of system model, ma'am.
[00:17:43 -> 00:17:46] It says OS name, version.
[00:17:46 -> 00:17:47] I have.
[00:17:47 -> 00:17:49] System name, manufacturer.
[00:17:49 -> 00:17:57] I have system, hardware resources, component software environment.
[00:17:57 -> 00:18:00] In the next one I have all these other things.
[00:18:00 -> 00:18:02] Look on the middle of the screen, ma'am.
[00:18:02 -> 00:18:05] You need to find out system model.
[00:18:05 -> 00:18:10] Okay.
[00:18:10 -> 00:18:11] Got it.
[00:18:11 -> 00:18:12] Please go ahead.
[00:18:12 -> 00:18:13] Yeah.
[00:18:13 -> 00:18:22] The HP ENVYX36L Convertible 15N-ESOXXX.
[00:18:22 -> 00:18:23] All right.
[00:18:23 -> 00:18:24] Thank you so much.
[00:18:24 -> 00:18:25] Yeah.
[00:18:25 -> 00:18:28] Now there's an option of system SKU.
[00:18:28 -> 00:18:31] That is a serial number.
[00:18:31 -> 00:18:33] SKU.
[00:18:33 -> 00:18:35] This next to it.
[00:18:35 -> 00:18:36] Okay.
[00:18:36 -> 00:18:37] Okay.
[00:18:37 -> 00:18:40] Do you want me to click on the system model?
[00:18:40 -> 00:18:42] No, I don't want to click on it, ma'am.
[00:18:42 -> 00:18:43] No.
[00:18:43 -> 00:18:45] I want you to read it to me.
[00:18:45 -> 00:18:47] System SKU.
[00:18:47 -> 00:18:49] Okay.
[00:18:49 -> 00:18:50] Are you ready?
[00:18:50 -> 00:18:51] Yeah.
[00:18:51 -> 00:18:53] **redacted**.
[00:18:53 -> 00:18:55] **redacted**.
[00:18:55 -> 00:18:56] **redacted**.
[00:18:56 -> 00:18:59] **redacted**.
[00:18:59 -> 00:19:01] **redacted**.
[00:19:01 -> 00:19:05] And then that must be the pound mark.
[00:19:05 -> 00:19:09] **redacted**.
[00:19:09 -> 00:19:10] All right.
[00:19:10 -> 00:19:11] Thank you so much.
[00:19:11 -> 00:19:15] Now what I'll do here, as I got to know about all the things, I'm just going to go ahead
[00:19:15 -> 00:19:17] and have a look on the system.
[00:19:17 -> 00:19:21] I'm going to check your records, and if I found something, I'll do let you know, ma'am,
[00:19:21 -> 00:19:22] okay?
[00:19:22 -> 00:19:26] And I'm also going to check the warranties of your computer, like do we have a warranty here
[00:19:26 -> 00:19:27] now.
[00:19:27 -> 00:19:31] That will be easier to us to go ahead and help you with everything, okay?
[00:19:31 -> 00:19:36] And it's going to take like five to ten minutes, ma'am, to go ahead and check all that.
[00:19:36 -> 00:19:39] So can you put your call and hold for five minutes?
[00:19:39 -> 00:19:42] Will that be okay for you?
[00:19:42 -> 00:19:43] Okay.
[00:19:43 -> 00:19:44] All right.
[00:19:44 -> 00:19:45] Thank you so much.
[00:19:45 -> 00:19:48] Please stay on the line, as it's going to take a little while.
[00:19:48 -> 00:19:52] And if you want to have something like tea, coffee, wine, you can have it, and make yourself
[00:19:52 -> 00:19:55] comfortable, ma'am, okay?
[00:19:55 -> 00:19:57] All righty.
[00:19:57 -> 00:19:58] All right.
[00:19:58 -> 00:19:59] Thank you so much.
[00:19:59 -> 00:20:00] Please stay on the line.
[00:20:00 -> 00:22:40] Thanks.
[00:26:56 -> 00:26:57] All right.
[00:26:57 -> 00:26:58] Thank you so much for staying connected.
[00:26:58 -> 00:26:59] Are you there with me?
[00:26:59 -> 00:27:05] For what?
[00:27:05 -> 00:27:06] Thank you for staying connected.
[00:27:06 -> 00:27:08] Are you there with me?
[00:27:08 -> 00:27:09] Yes.
[00:27:09 -> 00:27:11] I'm still here.
[00:27:11 -> 00:27:12] All right, ma'am.
[00:27:12 -> 00:27:14] So I just tried to check all the things from my end.
[00:27:14 -> 00:27:19] As I told you right now, it could be possible that it's kind of a security breach.
[00:27:19 -> 00:27:22] So that is what we are having right now, okay?
[00:27:22 -> 00:27:25] This is a clear case of a security breach.
[00:27:25 -> 00:27:30] Right now, people are trying to get into your entire home network, okay?
[00:27:30 -> 00:27:34] They're trying to use your old devices and everything.
[00:27:34 -> 00:27:35] Got it, ma'am?
[00:27:35 -> 00:27:36] That's the main call.
[00:27:36 -> 00:27:38] Don't they have anything else to do?
[00:27:38 -> 00:27:40] Sorry?
[00:27:40 -> 00:27:43] I said, don't they have anything else to do?
[00:27:43 -> 00:27:45] Well, that I don't know, you know.
[00:27:45 -> 00:27:55] Well, I don't have anything on there that they can use.
[00:27:55 -> 00:27:58] I don't have that money in my account.
[00:27:58 -> 00:28:00] I do understand, ma'am.
[00:28:00 -> 00:28:03] That's why I'm helping you with that, okay?
[00:28:03 -> 00:28:04] Because they don't need your money.
[00:28:04 -> 00:28:06] They don't need anything.
[00:28:06 -> 00:28:08] They need your identity, okay?
[00:28:08 -> 00:28:10] So why are they doing it?
[00:28:10 -> 00:28:11] That's what I'm saying, ma'am.
[00:28:11 -> 00:28:15] They want your identity so that they can use your information, okay?
[00:28:15 -> 00:28:17] Let's suppose they got your social security.
[00:28:17 -> 00:28:22] So whatever the money that you are getting on your social security, they can get it anytime.
[00:28:22 -> 00:28:24] And you are not aware of it, okay?
[00:28:24 -> 00:28:29] They can use your information to do, you know, some kind of criminal activities.
[00:28:29 -> 00:28:31] It could be anything, ma'am, you know?
[00:28:31 -> 00:28:35] Oh, my goodness.
[00:28:35 -> 00:28:47] So you don't have to be worried.
[00:28:47 -> 00:28:50] As I told you, we will go ahead and check, like, what is going wrong,
[00:28:50 -> 00:28:53] so that I can help you with these and everything, okay?
[00:28:53 -> 00:28:57] Got it, ma'am?
[00:28:57 -> 00:28:58] Yeah.
[00:28:58 -> 00:29:13] So first of all, we have to go ahead and check all the things.
[00:29:13 -> 00:29:19] I want you to have, you know, grab a pen and paper so that I can provide you my information,
[00:29:19 -> 00:29:23] so that you will be having all the information, okay?
[00:29:23 -> 00:29:24] All right?
[00:29:24 -> 00:29:26] Hold on a minute.
[00:29:26 -> 00:29:27] Sure, no problem.
[00:29:27 -> 00:29:41] Okay.
[00:29:41 -> 00:29:51] Are you still there?
[00:29:51 -> 00:29:52] I am.
[00:29:52 -> 00:29:54] You can write down my name.
[00:29:54 -> 00:29:56] My name is Spencer Riley, okay?
[00:29:56 -> 00:30:01] Riley?
[00:30:01 -> 00:30:02] R-I-L-E-Y?
[00:30:02 -> 00:30:05] Yes, R-I-L-E-Y, yeah.
[00:30:05 -> 00:30:07] You can write down my extension number.
[00:30:07 -> 00:30:13] That is 6014.
[00:30:13 -> 00:30:19] 6014?
[00:30:19 -> 00:30:20] Yeah.
[00:30:20 -> 00:30:23] Got it.
[00:30:23 -> 00:30:26] Can you spell that out to your full first and last name, ma'am, once again?
[00:30:26 -> 00:30:29] Vesta.
[00:30:29 -> 00:30:31] V as in Victor.
[00:30:31 -> 00:30:33] **redacted**
[00:30:33 -> 00:30:35] **redacted**
[00:30:35 -> 00:30:37] **redacted**
[00:30:37 -> 00:30:38] **redacted**
[00:30:38 -> 00:30:40] **redacted**
[00:30:40 -> 00:30:41] **redacted**.
[00:30:41 -> 00:30:42] What is the last name?
[00:30:42 -> 00:30:44] **redacted**.
[00:30:44 -> 00:30:46] **redacted**.
[00:30:46 -> 00:30:47] **redacted**.
[00:30:47 -> 00:30:49] **redacted**.
[00:30:49 -> 00:30:53] **redacted**.
[00:30:53 -> 00:30:55] **redacted**.
[00:30:55 -> 00:30:59] **redacted**.
[00:30:59 -> 00:31:02] **redacted**.
[00:31:02 -> 00:31:04] **redacted**.
[00:31:04 -> 00:31:05] That's a good name.
[00:31:05 -> 00:31:12] All right.
[00:31:12 -> 00:31:15] I've had it for about 55 years.
[00:31:15 -> 00:31:17] That was great.
[00:31:17 -> 00:31:20] And what is the best number to call you?
[00:31:20 -> 00:31:24] In case we got disconnected, I can call you.
[00:31:24 -> 00:31:29] 7**redacted**.
[00:31:29 -> 00:31:35] 7**redacted**, right?
[00:31:35 -> 00:31:40] And this is like a landline or?
[00:31:40 -> 00:31:42] It's a cell phone.
[00:31:42 -> 00:31:45] Okay, do we have a landline number?
[00:31:45 -> 00:31:47] No.
[00:31:47 -> 00:31:50] All right.
[00:31:50 -> 00:31:55] So now what you got to do here, we need to go ahead and check everything for you because
[00:31:55 -> 00:32:00] whenever you run a scan on your computer, ma'am, we got to know the hacker also trying to get
[00:32:00 -> 00:32:02] into your banking and all this stuff, okay?
[00:32:02 -> 00:32:07] So first of all, we need to go ahead and check if everything is secure or not, okay?
[00:32:07 -> 00:32:09] Got it, ma'am?
[00:32:09 -> 00:32:19] So I want you to please open your Microsoft Edge or any browser that you generally use, okay?
[00:32:19 -> 00:32:21] Any browser that I bought?
[00:32:21 -> 00:32:23] That you generally use?
[00:32:23 -> 00:32:36] Well, am I supposed to do it on these two columns of names?
[00:32:36 -> 00:32:38] No, no. I'm telling you which browser.
[00:32:38 -> 00:32:42] Like you use Google, you use Microsoft Edge.
[00:32:42 -> 00:32:43] What do you use?
[00:32:43 -> 00:32:50] Well, sometimes I use Google, sometimes I use MSN.
[00:32:50 -> 00:32:54] Okay, you can open anything, ma'am, whatever you use, okay?
[00:32:54 -> 00:32:57] I'll tell you how we're going to check all the things, all right?
[00:32:57 -> 00:33:05] I don't see MSN on here.
[00:33:05 -> 00:33:10] No, you don't have to, ma'am.
[00:33:10 -> 00:33:13] Generally, I'm saying, okay, you don't have to look over there.
[00:33:13 -> 00:33:15] It's not system information.
[00:33:15 -> 00:33:17] Open any browser.
[00:33:17 -> 00:33:18] Okay.
[00:33:18 -> 00:33:21] That's what I'm saying.
[00:33:21 -> 00:33:23] Do you have any of these on the right-hand side?
[00:33:23 -> 00:33:24] Any of them?
[00:33:24 -> 00:33:29] Ma'am, do you understand what I'm saying?
[00:33:29 -> 00:33:34] I'm telling you to open browser, where you can go to Google.
[00:33:34 -> 00:33:38] Hang on a minute.
[00:33:38 -> 00:33:44] No problem.
[00:33:44 -> 00:33:58] Okay.
[00:33:58 -> 00:34:00] Okay, you got it?
[00:34:00 -> 00:34:01] Okay, great.
[00:34:01 -> 00:34:06] Now, I want you to have a look on the very right-hand side on the very top, ma'am.
[00:34:06 -> 00:34:08] These are three dots, okay?
[00:34:08 -> 00:34:11] Do you see dot, dot, dot?
[00:34:11 -> 00:34:12] Yes.
[00:34:12 -> 00:34:16] Click on that.
[00:34:16 -> 00:34:21] Okay.
[00:34:21 -> 00:34:22] Now, click on Settings.
[00:34:22 -> 00:34:23] Where do you want me to go?
[00:34:23 -> 00:34:24] Click on Settings.
[00:34:24 -> 00:34:29] Okay.
[00:34:29 -> 00:34:34] Yeah.
[00:34:34 -> 00:34:35] Have you clicked on it, ma'am?
[00:34:35 -> 00:34:39] Yeah.
[00:34:39 -> 00:34:40] Okay, great.
[00:34:40 -> 00:34:42] Now, what do you have?
[00:34:42 -> 00:34:44] Tell me.
[00:34:44 -> 00:34:52] I have a picture of the PCCU credit union statement.
[00:34:52 -> 00:34:55] Well, how did you get it?
[00:34:55 -> 00:35:00] It just popped up.
[00:35:00 -> 00:35:14] Okay, close that, okay?
[00:35:14 -> 00:35:22] It says an error occurred while processing your request.
[00:35:22 -> 00:35:24] I don't even have that account.
[00:35:24 -> 00:35:25] Okay.
[00:35:25 -> 00:35:26] No problem.
[00:35:26 -> 00:35:32] Click on that three dots once again, okay?
[00:35:32 -> 00:35:33] All righty.
[00:35:33 -> 00:35:34] Now, click on Settings.
[00:35:34 -> 00:35:39] All righty.
[00:35:39 -> 00:35:40] Okay, great.
[00:35:40 -> 00:35:43] Now, go to the passwords.
[00:35:43 -> 00:35:46] And now I will tell you how we can check, you know,
[00:35:46 -> 00:35:49] your information is fake or not, okay?
[00:35:49 -> 00:35:51] Have you clicked on the passwords, ma'am?
[00:35:51 -> 00:35:52] Password?
[00:35:52 -> 00:35:53] Yeah, passwords, yeah.
[00:35:53 -> 00:35:54] I did.
[00:35:54 -> 00:35:57] Now, if you see any of those, if you see the user name,
[00:35:57 -> 00:36:01] the website, and the password, that means, ma'am,
[00:36:01 -> 00:36:05] that information has been saved in the computer.
[00:36:05 -> 00:36:07] So if the hacker will try to get into your computer,
[00:36:07 -> 00:36:09] they have their old information.
[00:36:09 -> 00:36:11] So tell me, what do you have?
[00:36:11 -> 00:36:13] Do you see the user name and passwords?
[00:36:13 -> 00:36:17] Well, the passwords aren't...
[00:36:17 -> 00:36:18] They're not.
[00:36:18 -> 00:36:20] Yeah, that means...
[00:36:20 -> 00:36:21] Yeah.
[00:36:21 -> 00:36:24] Okay, I'll tell you why that is like that, ma'am.
[00:36:24 -> 00:36:27] That means that's not secure, okay?
[00:36:27 -> 00:36:29] I'll tell you the reason.
[00:36:29 -> 00:36:31] Like, if we are logging into something,
[00:36:31 -> 00:36:33] we didn't log out properly, okay?
[00:36:33 -> 00:36:36] What we do, we click on X.
[00:36:36 -> 00:36:39] Like, let's suppose if I'm opening my bank account,
[00:36:39 -> 00:36:42] I will not log out if I'm in a hurry.
[00:36:42 -> 00:36:44] I'll simply log out.
[00:36:44 -> 00:36:46] Like, I'll simply click on X.
[00:36:46 -> 00:36:48] So we don't have to do that, okay?
[00:36:48 -> 00:36:50] We have to log out properly.
[00:36:50 -> 00:36:52] Like, if I'm opening my Amazon account,
[00:36:52 -> 00:36:54] we have to sign in,
[00:36:54 -> 00:36:56] and then we have to log out properly.
[00:36:56 -> 00:36:58] That is a secure way to do all the things.
[00:36:58 -> 00:36:59] You getting me?
[00:36:59 -> 00:37:03] Okay.
[00:37:03 -> 00:37:07] So that means that all the things are not secure right now.
[00:37:07 -> 00:37:09] So what we're going to do first of all, ma'am,
[00:37:09 -> 00:37:12] we have to go ahead and secure all the things, okay?
[00:37:12 -> 00:37:14] All the important things.
[00:37:14 -> 00:37:16] So what you have to do,
[00:37:16 -> 00:37:20] you need to go ahead and sign in to your all the important things,
[00:37:20 -> 00:37:23] and then you need to log out properly, okay?
[00:37:23 -> 00:37:26] That's what you have to do, ma'am.
[00:37:26 -> 00:37:31] You want me to click on these individual websites?
[00:37:31 -> 00:37:33] Not individuals.
[00:37:33 -> 00:37:34] Not individuals.
[00:37:34 -> 00:37:36] Like, if there is something very important,
[00:37:36 -> 00:37:40] like you do online banking, you can check your finances.
[00:37:40 -> 00:37:44] If you do online shopping, you can check your shopping websites.
[00:37:44 -> 00:37:45] Something is very important.
[00:37:45 -> 00:37:48] You can check that, if everything is secure or not, okay?
[00:37:48 -> 00:37:53] And if you're checking your account, you need to also check the statement.
[00:37:53 -> 00:37:57] If you see any transaction that you didn't recognize,
[00:37:57 -> 00:38:00] you need to let me know that, ma'am, okay?
[00:38:00 -> 00:38:01] Well, that's what I asked you.
[00:38:01 -> 00:38:05] Do I click on all these websites and...
[00:38:05 -> 00:38:08] Yes, all the important things. Yeah, all the important things.
[00:38:08 -> 00:38:14] Like you can check your finances and Amazon, everything, okay?
[00:38:14 -> 00:38:29] Well, well, well. That's new.
[00:38:29 -> 00:38:37] Sorry, big important.
[00:38:37 -> 00:38:40] My computer is taking over itself and doing what it wants to do.
[00:38:40 -> 00:38:48] I'm not getting you.
[00:38:48 -> 00:38:52] I said this computer is doing whatever it wants to do.
[00:38:52 -> 00:38:55] It went back to Microsoft Start.
[00:38:55 -> 00:38:57] Oh, yeah, you can do that.
[00:38:57 -> 00:39:02] Okay, you can check all the things, ma'am, if there is something very important.
[00:39:02 -> 00:39:05] And then you need to log out properly, okay?
[00:39:05 -> 00:39:13] That's what you have to do.
[00:39:13 -> 00:39:17] Well, it ain't going.
[00:39:17 -> 00:39:27] I'm not getting you. Repeat that, please.
[00:39:27 -> 00:39:33] This thing pops up again that I first got on my computer.
[00:39:33 -> 00:39:37] Now I have to sign into Chrome.
[00:39:37 -> 00:39:43] No, you don't have to sign into Chrome, ma'am.
[00:39:43 -> 00:39:47] I'm not doing anything. This is doing on its own.
[00:39:47 -> 00:39:50] This sign came up that says restore page for Chrome.
[00:39:50 -> 00:39:51] Okay, close that.
[00:39:51 -> 00:39:52] Chrome didn't shut down correctly.
[00:39:52 -> 00:39:54] Okay, okay, no problem. Close that.
[00:39:54 -> 00:39:59] That's what I'm telling you. It's doing this on its own.
[00:39:59 -> 00:40:04] Now it's got control remote desk thing up here now.
[00:40:04 -> 00:40:07] Did you understand what I just told you right now, ma'am?
[00:40:07 -> 00:40:14] I told you what's going on with this computer.
[00:40:14 -> 00:40:15] No problem.
[00:40:15 -> 00:40:17] It went to control remote desktop.
[00:40:17 -> 00:40:19] No, no, you don't have to do that.
[00:40:19 -> 00:40:25] What you have to do right now, you need to, you know, go to your important thing.
[00:40:25 -> 00:40:30] You need to sign in, and then you need to log out properly, okay?
[00:40:30 -> 00:40:34] That is a way to secure your old information, ma'am.
[00:40:34 -> 00:40:38] And that's what I'm going to do right now right away, okay?
[00:40:38 -> 00:40:45] So go to your important thing like your finances, like your Amazon, or if you do any shopping,
[00:40:45 -> 00:40:50] you need to check everything is okay or not, or then you need to log out, okay?
[00:40:50 -> 00:40:53] That's what you have to do, ma'am. Thank you.
[00:40:53 -> 00:41:03] And once you are done, please let me know. I'm here for you, okay?
[00:41:03 -> 00:41:11] I wish you were here.
[00:41:11 -> 00:41:13] Sorry?
[00:41:13 -> 00:41:16] I said I wish you were sitting in your seat.
[00:41:16 -> 00:41:17] Thank you.
[00:41:17 -> 00:41:20] Because all these things keep popping up.
[00:41:20 -> 00:41:28] What is the thing popping up? I'm not getting you, ma'am.
[00:41:28 -> 00:41:37] Well, in the left-hand corner I got a Yahoo app that I can click on and go to Yahoo.
[00:41:37 -> 00:41:42] In the next box is MSN Outlook, Office and Skype.
[00:41:42 -> 00:41:45] That's what I use as my home page is MSN.
[00:41:45 -> 00:41:46] Okay.
[00:41:46 -> 00:41:52] So here I am at MSN.
[00:41:52 -> 00:41:57] You don't have to be on MSN, ma'am.
[00:41:57 -> 00:42:03] What I'm saying, you need to log into your All The Important Things, and you need to log out properly.
[00:42:03 -> 00:42:04] That's what I'm saying, ma'am.
[00:42:04 -> 00:42:51] The phone is going to call me.
[00:42:51 -> 00:42:54] Okay.
[00:42:54 -> 00:42:56] No problem.
[00:42:56 -> 00:42:59] If in case we got disconnected, I'll be giving you a call back, okay?
[00:42:59 -> 00:43:03] You don't have to be worried about it.
[00:43:03 -> 00:43:04] All righty.
[00:43:04 -> 00:43:05] All right.
[00:43:05 -> 00:43:15] Well, let's ask them for my password, and it won't let me put it in.
[00:43:15 -> 00:43:16] It will.
[00:43:16 -> 00:44:09] Try again.
[00:44:09 -> 00:44:10] Okay.
[00:44:10 -> 00:44:11] I'm on the app.
[00:44:11 -> 00:44:12] Will you tell me to go now?
[00:44:12 -> 00:44:13] X out?
[00:44:13 -> 00:44:14] X about?
[00:44:14 -> 00:44:16] No, that's what you don't have to do.
[00:44:16 -> 00:44:17] You don't have to X out.
[00:44:17 -> 00:44:20] You need to log out properly, okay?
[00:44:20 -> 00:44:22] X out is the wrong way, okay?
[00:44:22 -> 00:44:24] We don't have to do X out.
[00:44:24 -> 00:44:25] We have to log out.
[00:44:25 -> 00:44:31] It doesn't have a log out on here.
[00:44:31 -> 00:44:34] Every banking app has a log out, ma'am.
[00:44:34 -> 00:44:39] Well, not this one.
[00:44:39 -> 00:44:40] Okay.
[00:44:40 -> 00:44:42] Tell me which bank do you have.
[00:44:42 -> 00:44:44] I can tell you where that log out is.
[00:44:44 -> 00:44:48] First financial bank.
[00:44:48 -> 00:44:50] First financial bank.
[00:44:50 -> 00:44:51] Okay.
[00:44:51 -> 00:44:56] Are you in the DAS mode on a main page, on a home screen?
[00:44:56 -> 00:44:57] Yes.
[00:44:57 -> 00:44:59] Okay, look on the left-hand side.
[00:44:59 -> 00:45:01] You'll be having your name there.
[00:45:01 -> 00:45:03] Left bottom.
[00:45:03 -> 00:45:06] Nope.
[00:45:06 -> 00:45:10] Well, yeah, on the original page, yeah, I got my name.
[00:45:10 -> 00:45:13] On the lower left-hand side, on the lower bottom, there is your name.
[00:45:13 -> 00:45:14] Click on that.
[00:45:14 -> 00:45:22] There's an option of signing out on the lower bottom.
[00:45:22 -> 00:45:25] That's the first time I've ever seen that.
[00:45:25 -> 00:45:26] Here we go.
[00:45:26 -> 00:45:28] But I told you, ma'am.
[00:45:28 -> 00:45:30] Every bank can have a logout option.
[00:45:30 -> 00:45:32] That is a secure way how we can do it, okay?
[00:45:32 -> 00:45:33] That's what I'm saying.
[00:45:33 -> 00:45:35] Well, they didn't tell me that was there.
[00:45:35 -> 00:45:36] Okay, no problem.
[00:45:36 -> 00:45:38] All righty, I've logged out on it.
[00:45:38 -> 00:45:39] Okay, great.
[00:45:39 -> 00:45:42] And do you have any other bank that you need to check?
[00:45:42 -> 00:45:43] Any finances?
[00:45:43 -> 00:45:44] Nope.
[00:45:44 -> 00:45:46] Any investments, anything?
[00:45:46 -> 00:45:47] Okay.
[00:45:47 -> 00:45:48] Nope.
[00:45:48 -> 00:45:49] Okay, great.
[00:45:49 -> 00:45:52] And any other important thing that you have to check, ma'am?
[00:45:52 -> 00:45:54] Like your shopping or anything?
[00:45:54 -> 00:45:55] Okay.
[00:45:55 -> 00:45:56] Nope.
[00:45:56 -> 00:45:58] All right, no problem then.
[00:45:58 -> 00:46:00] What you got to do now?
[00:46:00 -> 00:46:04] First of all, you need to exit out from everything
[00:46:04 -> 00:46:08] and just shut down your computer for two hours, okay?
[00:46:08 -> 00:46:09] That's what you have to do.
[00:46:09 -> 00:46:12] Hang on.
[00:46:12 -> 00:46:13] No problem.
[00:46:13 -> 00:46:14] Okay.
[00:46:14 -> 00:46:15] I'm shutting down.
[00:46:15 -> 00:46:16] Shut down, yeah.
[00:46:16 -> 00:46:17] Okay, done.
[00:46:17 -> 00:46:25] And leave it as it is for two hours, okay?
[00:46:25 -> 00:46:28] And the problem will be fixed, ma'am.
[00:46:28 -> 00:46:31] And if not, you can call me back directly, okay?
[00:46:31 -> 00:46:35] All righty.
[00:46:35 -> 00:46:37] All I have is just your extension number.
[00:46:37 -> 00:46:39] Yeah, you have my name as well.
[00:46:39 -> 00:46:40] So not to worry.
[00:46:40 -> 00:46:42] Everything is working pretty good.
[00:46:42 -> 00:46:45] We have removed all the hackers from the computer.
[00:46:45 -> 00:46:47] Now we are on reading for all the things.
[00:46:47 -> 00:46:50] As you check, everything is fixed, all right?
[00:46:50 -> 00:46:52] There's nothing wrong with your banking and everything.
[00:46:52 -> 00:46:53] Okay.
[00:46:53 -> 00:46:54] Yeah.
[00:46:54 -> 00:46:55] Okay.
[00:46:55 -> 00:46:56] So that's good.
[00:46:56 -> 00:46:57] That's pretty good.
[00:46:57 -> 00:47:03] So you can just log out and wait for two hours, okay?
[00:47:03 -> 00:47:05] I got a question.
[00:47:05 -> 00:47:06] Sure, go ahead.
[00:47:06 -> 00:47:10] I have a sister that's in the nursing home and I wanted to go visit with her.
[00:47:10 -> 00:47:13] Would it be all right if I left this computer off longer?
[00:47:13 -> 00:47:14] Yeah, yeah.
[00:47:14 -> 00:47:16] Please go ahead.
[00:47:16 -> 00:47:17] Okay.
[00:47:17 -> 00:47:19] That would be really grateful, yeah.
[00:47:19 -> 00:47:22] All right then.
[00:47:22 -> 00:47:23] I'll get back.
[00:47:23 -> 00:47:25] If you want, you can call me back.
[00:47:25 -> 00:47:28] It's not done, but most probably your computer will be fixed, okay?
[00:47:28 -> 00:47:29] So it's not too early.
[00:47:29 -> 00:47:30] All right.
[00:47:30 -> 00:47:31] All right.
[00:47:31 -> 00:47:32] Thank you so much.
[00:47:32 -> 00:47:33] All right then.
[00:47:33 -> 00:47:36] It's been really lovely talking to you, lovely helping you, ma'am.
[00:47:36 -> 00:47:38] Thank you for calling Microsoft.
[00:47:38 -> 00:47:39] You have a pretty good day.
[00:47:39 -> 00:47:40] Thank you.
[00:47:40 -> 00:47:41] You too.
[00:47:41 -> 00:47:42] Yeah.