On-Going Chat... Please assist

High Threshold · Post by **High Threshold** » Fri May 30, 2014 9:02 am

Problem with my McAfee anti-Virus. Have contacted service (I think) and don't know how much info I should give him ...

A FULL SCAN shows - 3 Potential Unwanted Programs – 0 Virus – but the Scan NEVER gets beyond 99% Complete. I’ve run the Full Scan several times, even letting it run over-night. Still the same ¦. NEVER beyond 99% Scan.

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GoToAssist:

Thank you for contacting McAfee Consumer Support. An agent will be with you shortly.

Customer (17:48:07):

Thank you.

Ajith Kovoor (17:48:16):

Hi, my name is Ajith Kovoor from McAfee Technical Support, and I will be assisting you today.

Customer (17:48:41):

Thank you.

Ajith Kovoor (17:49:23):

To ensure that I understand, you are experiencing issue with getting adware pop ups while visiting internet and full scan stuck on 99 percentage. Is that correct?

Customer (17:49:38):

Correct.

Ajith Kovoor (17:49:45):

not to worry. I will try my best to assist you.

Ajith Kovoor (17:49:49):

, are you chatting with me from the computer where you are experiencing this issue?

Customer (17:49:55):

Thank you.

Customer (17:50:08):

Yes.

Ajith Kovoor (17:50:12):

How do you currently connect to the Internet? (Dial-up, DSL, Cable, or Wireless)

Customer (17:50:24):

Wireless.

Ajith Kovoor (17:50:35):

May I know which is the default browser in your computer? (Internet Explorer, Mozilla Firefox, Google Chrome, or Safari)

Customer (17:50:50):

Google Chrome.

Ajith Kovoor (17:51:00):

It would be my pleasure to assist you with this issue. In order to assist you better, I need to gather some basic technical information about your computer. I will send you a pop-up, please click on 'OK' to provide me the system information.

GoToAssist (17:51:01):

Representative Ajith Kovoor has requested system information from customer Customer.

Customer (17:53:11):

How do I know if this is safe?

Ajith Kovoor (17:54:59):

we need to collect some basic system information and we need to know the operating system installed, total memory size.

Ajith Kovoor (17:55:42):

No need to worry. This is safe and this helps us to perform the troubleshooting steps.

GoToAssist (17:55:45):

Representative Ajith Kovoor has requested system information from customer Customer.

Ajith Kovoor (17:56:16):

I will send you a pop-up, please click on 'OK' to provide me the system information.

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He is still on-line waiting for my response. What should I do? Is it legitimate?

High Threshold · Post by **High Threshold** » Fri May 30, 2014 9:04 am

He terminated the chat while I was typing this. Should I have given the info he asked for? His name spooked me. You know, the Indian computer scam .....

Post by **Oscar Namechange** » Fri May 30, 2014 9:09 am

You really are going through It tech wise arn't you ?

Tyr Is the best person for help here.

I'm sorry I can't help. I'm a prize numpty when It comes to Computer tech and the only one In my house who could help Is having a kip.

Tyr's your best bet. Hope you get It sorted.

High Threshold · Post by **High Threshold** » Fri May 30, 2014 9:15 am

Oscar Farage;1455910 wrote: You really are going through It tech wise arn't you ?

Tyr Is the best person for help here.

I'm sorry I can't help. I'm a prize numpty when It comes to Computer tech and the only one In my house who could help Is having a kip.

Tyr's your best bet. Hope you get It sorted.

Thanks. Well, now that's he's cut me off the panic has subsided. I can wait till tomorrow to try again, if I get positive feed-back from the good folks at FG. I have been bombarded for years from Microsoft Indian scammers and just the thought of one of those on the other end of the line puts me off.

Post by **Oscar Namechange** » Fri May 30, 2014 9:25 am

High Threshold;1455915 wrote: Thanks. Well, now that's he's cut me off the panic has subsided. I can wait till tomorrow to try again, if I get positive feed-back from the good folks at FG. I have been bombarded for years from Microsoft Indian scammers and just the thought of one of those on the other end of the line puts me off.

All I can offer Is that maybe If as Tyr said before, you have downloaded something that Is causing the pop up's etc, It may have let something In that's allowing scammers. Did you go back to factory settings ?

My husband sorted mine by downloading a pop up blocker which seems to have stopped me having pop up's offering me ' Hot Thai babes'.

High Threshold · Post by **High Threshold** » Fri May 30, 2014 9:32 am

Oscar Farage;1455922 wrote: All I can offer Is that maybe If as Tyr said before, you have downloaded something that Is causing the pop up's etc, It may have let something In that's allowing scammers. Did you go back to factory settings ?

My husband sorted mine by downloading a pop up blocker which seems to have stopped me having pop up's offering me ' Hot Thai babes'.

It's the anti-virus program that's got me worried now. Well, partly the program itself but it's the customer service that I'm not too sure of. I clicked on all of the right "assistance" links and the logo looks right, but ........ anytime anyone called Ajay, Ajith, or any derivative of the name comes into focus I start to get suspicious.

Bruv · Post by **Bruv** » Fri May 30, 2014 9:41 am

So it was you contacted McAfee from within the program?

And you are worrying it might be a scam ?

I have had technical help when they have taken complete control of my PC, it is a common enough way of assisting non technical customers rather than talk them through procedures that need technical terms to navigate the PC.

High Threshold · Post by **High Threshold** » Fri May 30, 2014 9:53 am

Bruv;1455929 wrote: So it was you contacted McAfee from within the program?

And you are worrying it might be a scam ?

Yes, yes. Yes.

Bruv;1455929 wrote: I have had technical help when they have taken complete control of my PC, it is a common enough way of assisting non technical customers rather than talk them through procedures that need technical terms to navigate the PC.

So I'm being silly do you think?

Bruv · Post by **Bruv** » Fri May 30, 2014 9:59 am

High Threshold;1455934 wrote: So I'm being silly do you think?

Simple answer Yes.

A lot of technical help is India based along with phone call centres.

High Threshold · Post by **High Threshold** » Fri May 30, 2014 10:13 am

Bruv;1455936 wrote: ..... A lot of technical help is India based along with phone call centres.

You have no idea how much you are asking of me. I'm starting to sweat already. I've had awfully bad experiences ......

Post by **LarsMac** » Fri May 30, 2014 10:57 am

High Threshold;1455944 wrote: You have no idea how much you are asking of me. I'm starting to sweat already. I've had awfully bad experiences ......

I certainly understand. Been there, myself. Extreme caution is never really unwise.

But, if you initiate the call to McAfee, then you should be fairly confident.

And they can do a lot through remote connections.

High Threshold · Post by **High Threshold** » Fri May 30, 2014 11:26 am

LarsMac;1455948 wrote: I certainly understand. Been there, myself. Extreme caution is never really unwise.

But, if you initiate the call to McAfee, then you should be fairly confident.

And they can do a lot through remote connections.

Yes, I'm sure that you and Bruv are right. I'll do it again tomorrow morning after a stiff drink for breakfast

and I'll just click away! You didn't see anything in the chat that would indicate anything sinister, did you? No, I suppose not. I'll do it tomorrow.