Kaspersky
Question

Mobile, 3 juices site hacked? got some music & this porn site came up and my phone has been acting weird ever since.


Shalom Aleichem. 

I've been compromised and you didn't detect it. I went to 3 juices (had it for yrs w/o problems, but I guess they got hacked?) to get some music & this porn site came up and my phone has been acting weird ever since.

My SD card with a lot of info became completely corrupted, but I backed everything up in two different jump drives.

I paid for premium & over the past few yrs haven't had any problems.

Obviously I got a virus and I've had your anti-virus for a while & I know not everyone is perfect,  I'd appreciate if you could do a complete scan (I did a complete scan 10 times an it keeps showing no detection, yet obviously there's something)

I can't open certain files, 1weather keeps crashing, as does NotePad & as stared my SD card isn't being recognized at all (I took it out).

Oh yeah, it took me 4 times to log on to your site & I had to change my password in order to do so.

Thank you

Ratson haba b'shem YaHuah 

 


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10 replies

Userlevel 7
Badge +11

Hello @BigCrazyMike

Welcome!

  1. Please read & follow tutorial by @Danila T. Read before you create a new topic!
  2. What are we supposed to do a full scan of:thinking:

Please post back?

Thank you:pray_tone3:

Flood:whale: +:whale2:

Shalom Aleichem. 

So far no one has offered a solutiom to my problem. 

I pay for premium protection & I'm being informed I have to do this or that or something else? Whatta my paying for? 

In 56 day's my subscription to Kaspersky runs out & I'm gonna try someone else because this is ridiculous. 

Maybe …... or …….

Kaspersky was good for yrs,  I'd pay for premium service and get it. Attacks, Trojans, viruses, worms, malware all stopped without me having to do anything. Now I'm told I have to try this or get these free tool's and do this or that. I don't wanna do this or that, I'm paying Kaspersky a premium price I expect & demand premium service.

Ratson haba b'shem YaHuah 

 

Userlevel 7
Badge +11

Hello @BigCrazyMike

Thank you for posting back:ok_hand_tone3:

The tutorial by @Danila T. is to help you provide information so we can help you - that’s how it works…. 

How are we supposed to offer anything if we don’t know which operating system the Kaspersky software is installed on: is it Windows, MAC, iOS, Android? 

You have not provided any “virus/hack” details - would you like us to guess? 

  1. Which OS version & build
  2. Which Kaspersky software version & patch(x)?

Your subscription pays for technical support, provided by the Kaspersky Technical Support team; you may wish to log a request with Kaspersky Technical Support; they will ask for similar information - why? Because crystal balls don’t work. 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Shalom Aleichem. 

 

Uhm, since I have the premium account I just figured Kaspersky would already know all of that.

 

I've other anti-viruses an as soon as I logged on they knew everything about my operating system etc.

 

Well I'm 67yrs old an old fashion & expect too much from today's businesses.

I'm a retired mechanic an I've had shops where a reg customer would pull in an I'd know everything about their vehicle without them having to tell me what yr, make, midel, eng size, type of tranny, differential gear ratio etc. 

 

I'm sorry I expected too much ,I just figured like other antiviruses you'd have the capability to scan my phone after I log in, I guess I'm wrong. 

 

It's an older Samsung Galaxy Luna J3 pro upgraded to a J5.

Model # SM S327VL

 

So please be patient with this ignorant old man with the dumbassed old ideas about service!

 

Ratson haba b'shem YaHuah 

 

Shalom Aleichem. 

Android Version: 6.0.1

Software Version: ASKS vl.2 Release 161011

SMR Jun 2018 Release1

Baseband version: S327VLUDS4ARF2

Build #: MM1329M.S327VKUDS4ARF2

 

Anything else needed because there's a whole lot of #'s on here.

 

Ratson haba b'shem YaHuah 

Shalom Aleichem. 

 

Kaspersky Internet Security 

Version 11.19.4. 1001

Device I.D: DBEEB577-782E-38A1-1DBA-B130C42A59B2

Installation ID: e52b76e5-b6fb-b473-d626-b0631b2e0edb

 

Anything else I need to look up?

 

Ratson haba b'shem YaHuah 

 

 

Shalom Aleichem. 

 

Well I went to the Kaspersky Technical Support & they wouldn't allow me in until I provided a verification code? So I went back to the Kaspersky settings and can't find it anywhere. But since I have premium why do I need a verification code when I have a license. 

I ask for help because I'm frustrated & all I get in return is sarcasm. 

My license to renew Kaspersky is due on 5/18/21 

You help & support is appalling. It took forever just to get here. After jumping through a boat load of vertial hoops of Kaspersky bragging about how good they are,and trying to sell me more stuff I finally (after 60 minutes+/- & having to lig in 7 times) arrived here only to be told I have to dig around in my phone and look up stuff you should already have access to! I mean how the hell are you gonna protect my device if you don't even kniw what the hell I have.

So maybe after another hr or two or three of me having to provide you with information you should already have, we might actually get to the problem I originally cane here (2 hrs ago) for???

 

Ratson haba b'shem YaHuah 

 

Userlevel 7
Badge +11

Hello @BigCrazyMike

Sorry for the delay responding, we were sleeping:disappointed_relieved:

Thank you for the information:ok_hand_tone3:

We’re here to help you, not add to any problems, but the Kaspersky Community has no access to your private information.

If we were to drive up to your mechanic workshop, you’d be able to see the vehicle & the registration information, but, we (the Community), can’t see anything: 

The Kaspersky Community is made up of users of Kaspersky software (like you), all who give their time freely, to help other Community members (like you).

There's a small team of Kaspersky employees - all of whom are clearly identifiable, bc, their profile shows "Kaspersky Lab Employee" → even those Kaspersky employees will not have access to your private information without your express authority - again, that’s for (your) protection.  

When a case is logged with Kaspersky Technical Support, they do need your Activation code & or License number - that information enables them to verify the software (license) you have is valid & active, otherwise, anyone could log cases with them, possibly using expired & or pirated versions of the software.

If/when you contact Kaspersky Technical Support & they ask for License / Activation code information, if you’ve explained you don’t know how to find it, they are supposed to help you find it; that’s what they are paid to do, but, even when you tell them the information you’ve shared with us, they cannot “scan” the phone; they have no physical access to the phone; they cannot remotely access your phone.

Kaspersky Technical Support also need your private email address, again, never share your private email address here in the Community.  

License / Activation code is completely useless for the Community, never post it here, we cannot verify it, as above, we have no access to any private information. 

For the Community to help, we need to know what you’ve now kindly provided:

  • :a:System OS = Android Version: 6.0.1
  • :b:Kaspersky application name, name version & patch =  11.19.4.1001
  1. The Kaspersky Internet Security (KIS) application installed on your phone is very out of date - the current version is: 11.55.4.411 - make sure you have your activation code & make sure you can log into your MyKaspersky account, then UNINSTALL KIS, at the end of the uninstall, shutdown/power OFF the phone, power ON, log in, download, install & configure a new KIS installer from Google Play store. 
  2. AFTER you’ve updated KIS, you need to go back to Kaspersky Technical Support; they will ask you to provide an AIDA64 Report, the AIDA64 application is from Google Play Store. 
  3. For the Activation code, which Kaspersky Technical Support will require, open your MyKaspersky account, go to the License tab (see our image 1), find the Kaspersky application, the Activation code is shown, as in our image 2

 

Click on the eye :eye: , the full Activation code will show

  • Now, for the actual problem: 
  1. Do you backup your phone on a regular basis? If “no”, you should; you really need to. 
  2. Re “I can't open certain files, 1weather keeps crashing, as does NotePad” , uninstall & clean install: 1weather & NotePad
  3. Re “my SD card isn't being recognized at all (I took it out)”;  after clean installing KIS, Weather1 & Notepad, reinsert the SD card, is it still not being recognised? If “yes”, can you insert it in another phone & check, it may be the SD card is damaged, if it’s recognised by another phone, please let us (the Community) know, we’ll try to help. 
  4. Which browser do you use? It SHOULD be Google Chrome or the native browser, for example, if the phone is a Samsung, the native browser is Samsung →  if when you open the browser, it’s redirecting to porn sites, you need to clear the browser, follow our instructions below:

Reset Chrome browser settings in Android phones:

Open Android Settings

Scroll down to Apps

In installed Apps list, search for Google Chrome browser app.    

Open  Google Chrome browser app

Select Storage

Under Storage settings, there are two options — Manage Space and Clear Cache:

(a) Select Clear Cache → allow the clear to complete. 

(b) Select Manage Space →   in the Chrome Manage Space option, there should be three options:

  1. Free up Space
  2. Manage option to clean all site storage including cookies and other locally stored chrome data.
  3. Clear All Data which deletes all chrome data including accounts, bookmarks and save the setting in order to reset it defaults.  

Take option 2, allow the process to complete, shutdown / power off phone, power on, open Chrome, does it still redirect to porn, if “yes”, go back & take option 3, Clear All Data - remembering this will log you out of your Google account and you will loose any stored bookmarks. Being logged out of the Google account is easily rectified, once the porn problem is fixed. 

If you get stuck & or if the issue persists, please come back to us, we’ll continue to try to help? 

Please keep us posted? 

Thank you:pray_tone3:

Flood:whale: +:whale2:

Shalom Aleichem. 

To all at this site, please rccuse me if I act like an [removed]  at time's! I know you're here to help, but I get frustrated at time's.  I just remember simpler times and when something broke it was usually an easy fix. An old style TV it was either a fuse or picture tube. A fuse, 15 minutes all fixed, a picture tube, get another TV.

Today as technology advances so do the problems and they're much more complicated. 

I'll try those suggestions & see what happens. I do back everything up at least once every 60 days. I have everything on two redundant jump drive's & a Lap top with an external 500 gig hard drive.

When I got my first computer back in 1992 it was a 386 something or another & I didn't realize how vulnerable they were & it got zapped during a lightening storm & I lost everything I had typed in , but I still had the hard copies.

Oh yeah one more thing, if I uninstall NotePad, MS word will I lose all the info? Since I have it all backed up it doesn't really worry me to much, but it'd be inconvenient to put it all back in seeing I'm not at home and won't be for another 2 weeks.

So again please except my apologies. 

 

Ratson haba b'shem YaHuah 

 

 

Userlevel 7
Badge +11

Shalom Aleichem.  If I uninstall NotePad, MS word will I lose all the info? Since I have it all backed up it doesn't really worry me to much, but it'd be inconvenient to put it all back in seeing I'm not at home and won't be for another 2 weeks. So again please except my apologies.  Ratson haba b'shem YaHuah 

Hello @BigCrazyMike

No apology necessary, do not worry, we understand, most folks who reach out to the Community do so when there’s a problem, and generally, when there’s a problem, none of us are in the best frame of mind.

We also understand change is happening at a rapid rate; it’s hard to keep up & be conversant with everything.

Uninstalling Note & MS Word should not affect your files/data, however, as you know, things can go wrong; do a current backup of everything to cloud: Google drive or another cloud service of your choice. 
The priorities are:

  1. Make sure you have your activation code & make sure you can log into your MyKaspersky account
  2. Full backup of all critical data, including Contacts, Call logs, SMS, Calendar, Notes, MS Word files. 
  3. Uninstall KIS
  4. Shutdown phone = complete power off, power on, login. 
  5. Upgrade KIS = clean install. 
  6. Shutdown phone = complete power off, power on, login, make sure KIS is running & the version =  11.55.4.411
  7. Run a KIS Full scan, allow it to complete. 
  8. Fix the porn issue
  9. Fix Note & MS Word. 
  10. Check the SD card issue? 

If there’s anything we can help with, please post back? 

Thank you:pray_tone3:

Flood:whale: +:whale2: