She posted screenshots on Facebook that I researched, and found it's a fairly widely reported nasty, that falsely reports you are running out of disk space, and encourages you to press a button to repair. I do NOT know if she ever pressed the button, but hope not!
This page seems to relate (although, of course, the popups she saw were all in Dutch): http://malwaretips.com/blogs/low-disk-space-virus/
So I posted the link to that troubleshooting page on FB for her, and said: Try working through this."
I don't know if she did or not, but I have a feeling she may instead have pressed the button, as another FB friend (clearly clueless!) was urging: "But it says you're out of disk space - have you clicked to fix it yet?" Gaaaaagh!
So I'm guessing that as pressing the booby-trapped button seemed nice and simple, and my recommendation was long and complicated, she may have gone for the former...thus installing more malware.
This morning she informs me (by email from her phone) that the computer will now not connect to the internet at all.
She is on about calling her ISP. I established that her phone is using the house internet, therefore her internet isn't down - it's a problem with the computer, and not the ISP's problem.
She tells me she has run a restore (don't know if that's a standard Windows restore or something else she has installed), but it didn't fix it.
I have a paid-for code for Norton 360 that I'm not using, so I've mailed that to her, but of course she can't download or install that unless she can get back online with the computer - we don't want to try to install it on the phone! So I've explained clearly: "Do NOT do this from the phone - we need to get you back online with the computer."
So, any clues how I can talk her back online, if system restore didn't work? If she boots in Safe Mode, I think, by definition, internet access is disabled anyway, is that right?
So what can she try to get back online? I cannot send her really detailed instructions, because she has only a phone to view them on. Well - she could receive the instructions OK, or links to them, if published handily online somewhere, but really fiddly trying to read and follow them off a phone.
Not ALL the steps in the help page I linked to above require an internet connection. Should I suggest she works through Step 1, manually removing any of the programs on that blacklist?
But if she doesn't see any of them, and it's named something else, I don't think she will be able to work out which recently installed file is the suspicious one!
Sorry - it would be easier if this was for me, but it's not. I somehow need to relay simple instructions to someone who won't really understand what they're doing.
If I can get her back online and get Norton on there, I can probably have Norton clean it up!
The instructions don't have to be in Dutch by the way - her English is excellent (thank God for small mercies)
Edited by TLM (Wed 20-May-15 10:20:48)