I have a Mac book pro. I have picked up a virus. Marcos 10.13 high Sierra. Called back on the number provided. Realise this is a scam. They did...

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Yes I need to run a virus scan on your computr to get rid of the virus please?

May I remote to your computer to run the virus scans?

Yes please log into your computer so I can run the virus scan please?

Please let me know when you have log into your computer and check your email to get this chat page up on your computer screen please?

Are you chatting from your computer now in this window?

Please let me know if you have any trouble with this please.

May I have your email address that is on your computer that you are able to check?

I am going to send you an email with a link for remote connection for your macbook pro.  One moment please?

my email addess is c**[email protected]   Please look for an email with address please one moment ?

I just sent you an email.  Please let me know if you get an email from me please?

You have to check this email on your macbook are you able to do this?

Let me try to resend an email one moment please?

Please download the software and run it please?

Please click download application please?

Please run the application please?

Please run the application please?

Or drag the download to the application folder please?

Are you using icloud backup with your macbook pro?

Is all your information on your macbook pro back up in icloud?

Please try to click the link again and try to run the software again please?

Can we try to perform a factory restore with your imac?

If you have everything in the icloud with macbook pro uses, then you will not loose anything.  One way to check this is on your ipad, do you have the same data as far as documents, pictures etc?

Running a factory reset will destroy all data stored on the computer's hard drive and all  complex viruses with it. Viruses can't damage the computer itself and factory resets clear out where viruses hide.

What is on your macboo pro screen right now?

Are any of the programs able to launch or is the virus keeping the programs from working as well?

I will email you another link to try one moment please?

Please close everything out and go back to your home screen please?

I am going to send you another email, please check your email on your macbook pro?

I just sent the email.  In the email, please click the link and run the software please?

May I call you regarding this question?  I will need your phone number if I am able to call please?

Is there a blue box with teamviewer which displays an id and a password?

I will call now one moment?

Dear John , It was a pleasure helping you with your Mac issue today. Here is a summary of the resolution.

Issue identified : Customer had fake antivirus on macbook pro

Solution Implemented : I called and remotely access computer.  I removed the application causing the fake anitivirus.  I also ran a malware bytes scan using malware scanner for mac.  Computer is now working properly.

Also gave customer my phone number as well if follow up support is needed.

Accepted Answer

If issue resurfaces in next 30 days, come back to this Question page and let me know. If you are unable to find your way back to this Question page or if you have billing questions, please contact our customer support either by email (s**[email protected]) OR call us at ***-***-****

I called customer and left a message.  I also gave customer my phone number as well.

This message the customer was asking in question was when I took the task of removing the virus.  There was a hacker on his computer asking for money, the "544" usd.  after I established a remote connection, I was able to remove the file which was causing this virus and also ran a malware bytes scan and removed 5 infected files from the macbook pro.  Customer restated his macbook and I advised customer that the virus was gone.  I checked browsing the internet with his machine.  I checked all programs to see if they were still  running properly.  

There were no signs of the virus when I disconnected the remote connection.  I eve had customer use the macbook pro while I was had a remote connection for over 15 minutes just to make sure that the virus was removed.