Solved Scam or real?

idgat · Jan 29, 2024

I don't think you have any other option but to return it for repairs

Firstly, it's obvious you're not familiar with troubleshooting. You don't seem to be getting anywhere with all the advice so far, and I doubt whether any more advice is going to be any better

The more you faff about with attempts to repair it, the more danger there is of giving HP the opportunity to deny warranty because of inexperienced interference

From everything you've described, the device has become faulty. Authorised repair option is obvious

HP aren't interested in any personal confidential information that's on the device. Indeed, as stated above, any repair process is more than likely to include a wipe of the drive back to factory default, without any regard to user data.

And as far as data loss goes, no backup? .... Salient lesson learnt.

Porthos · Jan 29, 2024

idgat said:
HP aren't interested in any personal confidential information that's on the device. Indeed, as stated above, any repair process is more than likely to include a wipe of the drive back to factory default, without any regard to user data.

It is 7 days old and purchased from Staples. Staples will just give her another one. Staples will most likely send it back to HP.

Wynona · Jan 29, 2024

Porthos said:
It is 7 days old and purchased from Staples. Staples will just give her another one. Staples will most likely send it back to HP.

That would be an ideal solution, to my way of thinking!

glasskuter · Jan 29, 2024

I agree. The only thing I would add is she should remove the old device from her Microsoft account. When she gets a new one it will register in her account when she signs in.

Remove a device from your Microsoft account - Microsoft Support

See how to remove a device that you don't use but it still appears in your devices list.

support.microsoft.com

allan · Jan 30, 2024

1) It is unlikely - if not impossible - that a virus would prevent the system from turning on. This is a hardware issue.
2) Being fearful to return the system because of "sensitive password files" is ridiculous. HP isn't interested in your data.
3) You've been given excellent advice in this thread to return the system to Staples or HP under warranty. There seems to be little else anyone here can do for you. Return it, don't return it, use it as a paperweight. The choice is now yours.

I don't mean to sound harsh and apologize if that's how this comes across. But at some point you have to take ownership and do what needs to be done. I've been volunteering on support forums since they were first created, and there is little more frustrating than someone who asks for help, receives it, and refuses to follow it and essentially says "what else ya got?".

Hazel123 · Jan 30, 2024

Have to agree that returning it is probably the best solution, regardless of any personal data. Your friend can just change her passwords.

Patsy1011 · Jan 30, 2024

Wynona - I think your suggestion carries merit, however, that level of dickering :woozy:

is far beyond our ability. I have the Trend Micro on usb and I am going to try that next. My friend (owner of dead HP) is convinced that the AC adapter is faulty and the pc is not getting powered. We are on day 8 of the return period. We will purchase a new adapter - try it and if that does not solve it, it will be returned to Staples. Thanks to all.

Patsy1011 · Jan 30, 2024

Agree that it is probably a hardware issue and we think maybe the ac adapter is the culprit. Yes, does sound harsh in light of the fact that I have tried many of the suggestions given on this issue without success. If you see my post to Wynona, it will be returned. I am not ignoring any of the help offered and am most happy for this forum. Thanks.

Try3 · Jan 30, 2024

Patsy1011 said:
When I look at the back of the pc, there is a blinking light - when I unplug it and turn back on, it stays solid

I expect that that was the Ethernet connector, the network connector.
They always have lights. They blink away as signals check network connectivity.
But those lights need power so that computer must have had power connected to it.

Patsy1011 said:
the power light in the front comes on briefly and then turns off

Patsy1011 said:
My friend (owner of dead HP) is convinced that the AC adapter is faulty and the pc is not getting powered

A power light coming on briefly when you press the power button indicates that a fundamental hardware component is defective.
If it did not make a loud bleep at the same time as it came on then I think the motherboard is defective.
When you attempt to turn on a computer, it runs a series of internal checks. Your "briefly" indicates that started its checks and failed almost immediately. I have seen that before.

Patsy1011 said:
I am ordering a new ac adapter. Maybe it is faulty. It gets a brief light up when I hit the power button - then nothing

What "it" gets a brief light up when you hit the power button?
1 A light by the power button?
or
2 A light on the AC adapter unit itself?
I think you mean 1.

I have re-read the whole thread.
Nothing points to the AC adapter being defective.
Everything points to the computer's own hardware being defective, probably the motherboard.
Do yourself a favour and take it back to the shop for replacement.
The longer you leave it the more the shop will consider the possibility that you have caused the fault rather than that fault having been there since it was made and only recently manifesting itself.

I do find it extraordinary that this hardware fault manifested itself straight after that malware message appeared.
- I assume that message displayed within Edge rather than elsewhere.

All the best,
Denis

Ghot · Jan 30, 2024

Well, after careful consideration, the general consensus of the forum, seems to be....

Patsy1011 · Jan 30, 2024

Ghot -- very funny. Thoroughly enjoyed that.
Denis - she is determined to try another adapter. If that is not the problem it will be going back probably tomorrow. Thanks so much for your valuable insights. Yes, it did occur while Edge was the browser.

glasskuter · Jan 30, 2024

@Patsy1011 It wouldn't be a bad idea for you to give this lady some pointers about clicking on links, ads, unofficial sites from her searches, suspicious emails etc. Social media is notorious for having ads that insert malware. Recently, I've had 2 little old ladies who got infected from Facebook links.

Patsy1011 · Jan 30, 2024

We barely got started with the new pc before this happened. She has been running successfully for 11 years her AIO Dell on win 7. Never had a problem. She does know about watching where she goes and what she clicks on. I think the first thing we need to do is get MWB on her new system - I think they also have something called Adwcleaner. We'll put that on as well.
You are so right about the slippery stuff to watch out for.
Thanks again.

Patsy1011 · Jan 30, 2024

To all of my substantial cohorts who have graced these pages with solutions, comments, and lively injections of humor, here is the latest- the ac adapter worked at Staples, soooooo my friend has taken the pc to the Staples tech guy who is going to fix it and if not able, to give her a replacement. Thanks to all once again.

Hazel123 · Jan 30, 2024

I wouldn't put Adwcleaner on the new one personally

You can end up removing the wrong things and have too many conflicting programs. You need one good antivirus program, and malwarebytes free to run manual scans now and then (in my humble opinion) and not too many programs which can conflict. A good AV would block anything before it reaches the computer. Malwarebytes free is a peace of mind check or to run if finding some issues.

Patsy1011 · Jan 30, 2024

UPDATE!!! It was the ac adapter - got a new adapter and it works on the HP pc. So I guess we are all set. The thing that bugs me about all of this is that scam just happened at the same time that the adapter was failing. It was hard to know for sure what was going on. I knew I had stopped the scam by doing task manager and it went away but then the system wouldn't power on -- too much for a couple of old broads!!! Thanks again.

Patsy1011 · Jan 30, 2024

OK - good advice. Will not do Adware -- I have MWB premium for the new one. They loaded McAfee which I don't care for. On my Lenovo I use Windows Defender and MwB Premium. I have had no issues with Defender. So far so good.

Porthos · Jan 30, 2024

Patsy1011 said:
They loaded McAfee which I don't care for.

Just run the Mcafee removal tool to remove it and the leftovers.

Download the MCPR tool.
Double-click MCPR.exe.
If you see a security warning, click Yes, Continue, or Run (depending on your version of Windows):
On the McAfee Software Removal screen:
1. Click Next.
2. Click Agree to accept the End User License Agreement (EULA).
In the Security Validationscreen:
1. Type the characters exactly as shown on your screen. Validation is case-sensitive.
2. Click Next. This step prevents the accidental use of MCPR.
Wait for the MCPR tool to complete. This might take 20 minutes or more, depending on your type of PC.
When you see Removal Complete, the MCPR tool has completed successfully. Restart your PC to complete the removal process.

MachineLanguage · Jan 30, 2024

Patsy1011 said:
We barely got started with the new pc before this happened. She has been running successfully for 11 years her AIO Dell on win 7. Never had a problem. She does know about watching where she goes and what she clicks on. I think the first thing we need to do is get MWB on her new system - I think they also have something called Adwcleaner. We'll put that on as well.
You are so right about the slippery stuff to watch out for.
Thanks again.