• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Norton not protecting me. Hotmail hacked. Long running script. Help!

Could anyone please help?  Some weeks ago I was unable to log in to my Hotmail email account.  When I tried to log in to Hotmail, I kept getting a message saying the password was wrong.  It clearly wasn't.   I contacted Microsoft who told me that all the multiple attempts I made to log in, when I kept getting a message telling me the password was wrong, showed up to them, as the log in being successful. 

I had run Norton full scan and the Eraser and neither found anything. 

Microsoft then told me that it must be malware on the laptop I had used to try to log in to Hotmail.   That same laptop now stalls and crashes, and I repeatedly get a message that there is a "long running script" slowing down the webpages and causing them to crash.  

I tried deleting Norton and tried Kapersky, which seemed to have the laptop running better for a while, but then the "long running script" problem started again.   I am using Windows 8.1 and it says all the Windows updates have been done.   I also use Nord VPN.

At the same time as all this has been going on, there have been multiple attempts by fraudsters to contact me, for example, they have been calling both the phone number I generally give out, and another one which I use in a very restricted manner generally for family and friends only.   I also had messages from my credit card provider, telling me that the police had contacted them to say that my credit card details had been found on a fraudster's list.  (That was genuinely from the credit card provider, I also spoke to them on the phone).  They replaced my card.

Can anyone please help me?   I have tried Norton and got no help from them whatsoever.

Many thanks.

Replies

Kudos0

Re: Norton not protecting me. Hotmail hacked. Long running script. Help!

Hello RichmondHill. On an unaffected computer download the following tools to a USB storage device then run them on the affected computer from the USB device. Ensure the affected computer is NOT connected to the internet either Wifi or ethernet.

First get Rkill, this tool will identify any malicious processes and stop those processes. Second, download Malwarebytes, run a full scan with it. Malwarebytes will ID any PUP/POA programs on the system, and their registry entries, quarantine them and you can them remove them from the system by selecting all in quarantine and pressing delete. Let us know if this helps with the issue.

Thirdly, have you considered upgrading to Windows 10? It can be done free of charge with the media creation tool from Microsoft here. Tell the tool to "upgrade this computer now", follow prompts as necessary.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton not protecting me. Hotmail hacked. Long running script. Help!

Many thanks for your help.  Have run Rkill and Malwarebytes and both say there are no issues.  

I'm not sure what this means though - would you be kind enough to explain?  At the end of the Rkill log it says "Hosts files - no issues found".  It lists 20 "Hosts files" and says "20 out of 120 Hosts files".  Please review HOSTS files.

So the situation I am left with, is that somebody was able to control my Hotmail log in, telling me my log on had failed and prompting me to reenter passwords several times, while at the same time, Microsoft recorded that I had in fact logged in successfully. At the time my password recovery was linked to a Yahoo account, and when I went to the Yahoo account, the same thing happened with the Yahoo account.  I have since altered my password recovery so that it can only be done by means of a text message to a non-smartphone.

And there is still the "long running script" on the same laptop which keeps crashing websites.  

Is there a tech guru out there who can explain what this is or how someone was interfering with my Hotmail account?  Microsoft themselves said that it must be some sort of malware on the laptop concerned (but didn't offer  me any help as to how to deal with it).   Should I just stop using the laptop except for storage?   Are the files on the laptop likely to be "infected" so that if I copy them to a new machine that will also be infected?  As you can tell, I have about as much idea about security as the average person, which is close to nil.

Any enlightenment would be much appreciated, thank you very much!

Kudos0

Re: Norton not protecting me. Hotmail hacked. Long running script. Help!

Hello Richmond. The Windows hosts file is most likely the issue and has been malformed by malware at some point. That can happen in a number of ways, a website drive-by, downloading freebie software which can later on install other software with the same privileges as the original installation. A infected hosts file will redirect all your traffic on a computer to other hosts/servers. This is most likely HOW the intruders attained your info. Please post a screenshot of what Malwarebytes detected regarding your hosts files or a copy of the detection summary so we can review.  Here is how to post a screenshot into your post.

Another option would be to perform a system restore to an earlier date BEFORE you began seeing this issue appear. You can use this article as a guide. Restoring to an earlier date would restore an unaffected copy of all your system files and should mitigate your issues.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton not protecting me. Hotmail hacked. Long running script. Help!

Hello again, once more thanks for your help.  Here it is.  The entry is from the Rkill report, Malwarebytes didn't report anything. 

Kudos0

Re: Norton not protecting me. Hotmail hacked. Long running script. Help!

Hello again. Ensure your NORD VPN does NOT load and reboot. Next. Use this article and reset your Windows host file. Ensure your NORD VPN does NOT load again and reboot once the host file has been reset. Lets see if this clears up the issue. As suggested earlier you can also restore your system to an earlier date and restart to see if that clears the issues.

Note: The host file edit is a "suggestion" for a possible solution and should be done at your own risk. We cannot assume any responsibility for your computer not performing correctly afterwards.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.175 / N360 Deluxe 22.17.2.47 / Norton Core v.282 on Android 2.00