How do I take my PC back from a hacker?

[KJW131313]

Hello,

 I just got this PC back in late August and had a hacker completely shut me out of my computer within the first week of having it; I called Microsoft with the error code, they told me to call HP, I called Hp and they said I had to download windows 10 from a USB disk that they would send. Within a few days I got the USB be with Windows 10, downloaded it on to my computer and didn't have any problems up until a  month ago I had to do a System Restore and thought that had solved the problem. No. I noticed that  about over a week ago my PC was acting up again and this time when I turned it on these blank black boxes popped up on my screen and found that I was no longer the administrator/ Owner of the computer 😰 .  I had called HP support gave them the information along with a error code. The customer service rep said that for fee I could use Smart friend to fix it..... I told that I still have a year warranty that covers this issue: "There is no warranty that I can see. If you cannot pay today then just shut down the computer." the CS Representative told me and ended the call 😖

Am I going to have to do another installation of Windows 10? If I have the attackers ID numbers can legal action be taken?

[savvy2]

what is all evidence of hacking?>

tell what happens in details first,  and  you stated no Admin access, is that BIOS or windows 10 login dead.?

please be more clear here, what you see on the screen.  even photos of your screen are worth 1000 words, use cell cam, click click?

It is a desktop PC and not mobile so that is good !

is your router secure, firewall on, and its login pw secure (complex) and if using wifi is that secure, with WP2 or 3. ? with complex password on all things for this router? again fire wall in the router on.

then same on the PC widows 10, fire wall ON fully, and windows full AV security on, and load malwarebytes too.

Did you erase the HDD first then install the new fresh OS (my comments are not in warranty for sure)

A PC can seem hacked but is not and is only hardware failure, like a dead RTC coin cell battery inside dead. or near.

but I can not judged that PC unseen and screens, all. that act up.

one easy way to get infected (hacked?) is to use drivers from non HP  web sites,

or using applications not from HTTPS , official web sites,

or clicking email links of any kind,  bad to the bone that. (unless jpg from wife etc) make sure you have extensions turned on

so all files you see are full  file names, not the silly windows defaults ,  that why you see full names, and avoid links to exe, files or scripts., and more,  the internet gets worse every day with virus/malware.

Hacked , implies someone outside the home , accessed your PC, and that is impossible, that router there on the self is ALL PORTS blocked. (no way in,period , unless running wide open wifi, called ad hoc or worse? or WEP (never) drive by hacks?

the only way to get infected is this:

using email wrong

going to dangerous web site (endless and vast) I use only firefox and is well protected are you?>v79 me....

inserting any infected media  in to any PC and omg autoplay turned, never allow that.

or inside hacked, the MAID is doing odd things to your PC?>

that is all I have , sight unseen , but If is hacked all the above needs to be addressed, for sure that router. if hack is true.

I say PC is simply infected, that is may best guess,  and is 99% true in most cases. (router secure)

that is a double fire wall after all not just 1, and a hacker (outside) most go into both serially to do harm.

oK>?  btw , hope you can solve all these problems and never happen again. sure do and happy turkey day/.

[WAWood]

@KJW131313 

Let me try to provide you some direct answers.

Yes, you will need to do a clean install to overwrite what you have so that any files that were planted there have been erased.  (More on this below)

As to legal action,basically no.  You would have to convince someone in a District Attourney's office to take on the case, and for a single individual, they will not do that; only for a large group that is a commercial operation. 

--------------- Restoring your PC ------------------------

If your PC is a 2016 model or newer, you should see if you can make a bootable USB recovery drive using the HP cloud recovery tool on a working PC. The recovery drive can then be used to install Win10 and the HP drivers and utilities that originally came with your PC. Here is the link: https://support.hp.com/us-en/document/c06162205

--------------------------------

If the HP Cloud Recovery is not available or does not work, you may have to look into ordering HP Recovery Media -- which is a set of DVDs and a CD, or USB stick, that will erase the hard drive (removing all data, settings, and applications, reinstall the original OS, drivers, and some HP Utilities. You have to order these from HP; they can not be downloaded.

You can look online for Recovery Media starting with the linked paged: http://support.hp.com/us-en/drivers

Once there, input your Product name or number. On your Software and Drivers Download page, select your Operating System and and Version. Click "Update"

If HP Recovery Media is available for your machine, down near the bottom of the page, you will see an entry for Order Recovery Media-CD/DVD/USB. Click the + symbol to expand that entry and click on Order Media for details.

Or, if you prefer, you can do the same by contacting HP Customer Support:
https://support.hp.com/us-en/contact-hp?openCLC=true