My mother's PC in another province has been infected by the Computer on Lockdown, fake tech help ransomware virus. Unfortunately she could not reach me for an hour when this happened 10 days ago, so she phoned the number on the screen and the fake tech guy got her to give him her credit card number and they got her for USD 275.00! So we have cancelled credit cards, notified banks and fraud police. They must not have got all the info they wanted after getting her to let them into her system settings, because they phone 3 times a day to say that the tech support she started is not complete and they want her to call a toll free number to let them into her system again. Per the RCMP advice, she is not responding to any calls or voice mail from them.
I have backed up her documents and pictures to my local PC via TeamViewer. Because she has a password on her laptop, each time I help she has to be there to type that in, start in safe mode and connect to the Internet manually.
In safemode with networking I have managed to download malwarebytes free software which found nothing. McAfee found nothing. We tried to go to installing Windows 10 via her Settings and Security the quick way, but that got hung up on a black screen, in the midst of which it disconnected her from the Internet so that I was not able to monitor via TeamViewer.
Is there any way I can clean her computer? She is 80 years old and doing well with following my instructions so I think I can get her to the point of FRST logs, etc. via telephone, but just want to know if there is anything I can do via TeamViewer and if Teamviewer itself violates your terms of helping her rid her PC of this terrible invasion?
Thank you in advance for any help you can give me.
P.S. As this is a holiday weekend in Canada, we will likely not get to a Teamviewer session until Monday or Tuesday evening ATLANTIC time.