My parents fell for a scam where they thought they were hacked, and 'Microsoft free support' helped them fix their computers. One has a Mac, and the other doesn't. Scammers remotely accessed both devices, and I suspect they installed malware. I've disconnected their devices from Wi-Fi and advised them to change their passwords with their banks. Their finances seem safe for now. Tomorrow, they're coming over to use my laptop to change their passwords, but I need to know: Should I follow the malware removal guide, or is a factory reset necessary? If I wipe their devices, is it safe to proceed without Wi-Fi, or should I make them do it tonight? I'm really anxious to ensure their security.
4 Answers
You should check for any suspicious email rules, too. Sometimes scammers try to forward password reset emails to themselves. Encourage your parents to monitor their Microsoft accounts and ensure 2FA is on. Their Apple accounts are likely safer since they have mandatory 2FA, but it's good to check everything anyway.
I think just wiping the computers and reinstalling the OS is the safest bet here. If there's nothing on them that can’t be replaced, just do it. But make sure all important files are backed up first. Talking to your parents about any information they might've shared with the scammers is also crucial.
In cases of malware, it's best to back up important data and then do a clean installation of the OS. Don't just reset the PC; wipe the drive completely. After that, change their passwords everywhere and enable multifactor authentication where possible. Those support scams can install software that might not be caught by antivirus, so it's better to be safe than sorry. You're right to be cautious!
Honestly, I'd go for a factory reset on both. If anything important needs to be saved, just back that up first and then reset them. Better to start fresh than risk leaving any malware behind that might not show up in a scan.
Just to clarify, is a clean installation the same as a factory reset?