Potential Fraud

[felakct]

Today I was seeking support for a guest login/password issue with my parents' computer printer.  I worked on the issue most of the day, rebooting the computer and peripherals severaI times and loading new drivers/updates, but nothing worked.  Late in the day a chatbot opened in an HP website after I received an error message describing a "fatal error".  I initially responded to this online chat person to describe my problem, and was asked for my telephone number for someone to call. I am sensitive to scams, but I thought I was talking to an HP technician who was male with a south Asian accent. I granted him access to my computer via Team Viewer, and he told me that my Mac was slowed by 500 malware files. He asked questions that I would expect from a legitimate technician, such as how often I clean and purge my computer and do I regularly change my passwords. He opened a note to type as he talked to me.  He said I needed some software to fix the problem as  my computer had been compromised and that the problem would reappear. He then tried to sell me security software for 1 year, 3 years, 5 years or lifetime for seniors over 65.  When I said I was 65 he then gushed with complements and flattery about how I couldn't be that old!  He also showed me a website comparing this offering to Macafee. I became suspicious and at that point, said no as the error had only become known shortly before his call. He became irritated saying that he had spent an hour with me.  I ended the call and tried to shut down the Team Viewer, Utility Disk and others but that didn't work so I shut off all power to computer, router and printer.  I haven't turned them back on and am very concerned about what I have exposed my parents to through this.  

[A_Gayathri]

Hi @felakct ,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand and I'm sorry to hear about your experience. It sounds like you may have encountered a scam attempt rather than legitimate support from HP.

Here are a few steps you can take to address the situation and ensure your parents' computer and information are secure:

Disconnect from the Internet: Since you've already powered off your computer, router, and printer, keep them off for the time being. This prevents any potential further access or damage.

Scan for Malware: When you're ready to turn your computer back on, run a thorough antivirus and anti-malware scan using reputable security software. This can help detect and remove any malicious files or programs that might have been installed during the remote access session.

Change Passwords: As a precautionary measure, consider changing passwords for any sensitive accounts accessed from the compromised computer. This includes email, online banking, social media, and any other accounts containing personal information.

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!