I need your help for my grave situation please

[Midori Nguyen]

My laptop and iPhone have been followed by someone. I have tried many ways including reinstalling operating system, changing hard disk, resetting to factory but they could manage to follow me somehow. I think maybe my network is not secured but I do not know how to check. Your support is highly appreciated. Thank you so much

 

[struppigel]

Hello Midori Nguyen,

I am Karsten and will help you with any malware-related problems.

Please familiarize yourself with the following ground rules before you start.

• Read my instructions thoroughly, carry out each step in the given order.
• Do not make any changes to your system, or run any tools other than those I provided. Do not delete, fix, uninstall, or install anything unless I tell you to.
• If you are unsure about anything or if you encounter any problems, please stop and inform me about it.
• Stick with me until I tell you that your computer is clean. Absence of symptoms does not mean that your computer is free of malware.
• Back up important files before we start.
• Note: On weekends I might be slow to reply

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Can you please describe to me what is exactly happening on your iPhone and computer that is bothering you? Do you experience any symptoms or weird behaviour?

Farbar Recovery Scan Tool (FRST) Scan

• Please download Farbar Recovery Scan Tool (x64) and save the file to your Desktop.
• Double-click FRST64.exe to run the programme.
• Click Yes to the disclaimer.
• Ensure the Addition.txt box is checked.
• Click the Scan button and let the programme run.
• Upon completion, click OK, then OK on the Addition.txt pop up screen.
• Two logs (FRST.txt & Addition.txt) will now be open on your Desktop. Attach both logs in your next reply.

 

[struppigel]

Are you still with me?

 

[struppigel]

I am closing this thread due to inactivity. If you still need help, please open a new thread.