The ZeroAccess Rootkit Trojan

ZeroAccess Rootkit: Doomsday and Armageddon all-in-one?

The ZeroAccess Rootkit Trojan is the latest rootkit virus to gain widespread infiltration into a huge number of computers. While traditional viruses attempt to infect and destroy as many computers in their path before they're stopped by anti-virus software, rootkits aim to keep your system working but under the control of an outside party. They typically give a remote user administrative power, allowing them to manipulate files and maintain control of your system.

Once your system is controlled by the administrator of the rootkit, he can cause it to execute actions. Your system becomes a “botnet,” or “zombie” computer, assisting the culprits to perform fraudulent acts, downloading additional malware and opening software back doors for hackers to enter. Since rootkits execute at the same privilege level as anti-malware software, they’re harder to remove – your computer can’t decide which program should have greater authority to shut down the other.

According to James Wyke, Senior Threat Researcher for SophosLabs, The ZeroAccess Rootkit Trojan and its nine known variants has been installed over 9 million times. Its resultant “botnet” is comprised of approximately 1 million zombie machines, generating huge profits for their masters. In his Technical Paper, “The Zero Access Botnet – Mining and Fraud for Massive Financial Gain,” Mr. Wyke calls ZeroAccess “one of the biggest threats on the Internet.”
There are two primary ways this virus is distributed. The first is through something called a Blackhole exploit kit. Through a compromised website or a spammed email, the victim is directed to the hacker's landing page. Ad servers are prime targets for this type of corruption because their high traffic leads to widespread infection. The bad web page contains a JavaScript that scans your computer for vulnerabilities. If they're found, the virus silently downloads into the background workings of the computer and begins to take over.

The second method of distribution is through social engineering. The victim is convinced to run an executable file because they're attempting to obtain a piece of illicit software, bypass copyright protections, etc. For example, one lure the ZeroAccess creators have used in the past is an illegal copy of a popular game called Skyrim. The user attempts to download it, is prompted to open a Zip file, and the virus is installed, essentially with the user's permission.

Initially, victims notice that computer processing slows to a crawl. Internet searches are re-directed to unrelated sites and pop-ups appear much more frequently during web browsing. Advanced forms of the virus have even been linked to information mining and financial fraud, with hackers gaining access to your personal information and performing identity theft.

According to SophosLab’s research, hackers will pay up to $500 for every 1000 infected U.S. systems that a rootkit administrator can prove they’ve added to their botnet.

Defend yourself before you're infected. Make sure all your browsers, plug-ins and operating systems are updated with the latest version of software. Out-of-date Firefox, Internet Explorer and Google Chrome, in addition to Adobe Flash, Acrobat and Java are prime targets of Blackhole exploit kits. Don't give in to the temptation of downloading illegal software through sharing and torrent sites. Keep your anti-malware software current and run it often. Regular backups of your data and applications will allow you to more easily perform a re-format/re-install of your operating system if you become infected and are unable to remove the virus through conventional methods.

If you suspect you may be infected, contact a computer repair professional as quickly as possible. Not only does this virus open doors for other malware to enter your system un-detected, but removal is extremely difficult. It is known to leave behind portions of itself and continue to haunt your computer if not removed properly.

Photo used by permission: Brett Jordan

FBI Virus is “Ransomware”

FBI Virus is a Scam Out to Get You!

I never thought I’d look back fondly on the days when malware just caused annoying pop-ups. The newest bug crawling the Web is called "ransomware," and it holds your computer hostage until you pay a demanded ransom. The latest has several names: FBI Moneypak, Citadel Reveton or simply, Reveton Virus.

The Internet Crime Complaint Center (IC3) is the result of a partnership between the FBI and the National White Collar Crime Center. Designed to give cybercrime victims an easy way to report crimes, they also assist law enforcement in obtaining evidence to prosecute culprits. The IC3 first began receiving complaints about Reveton Ransomware in 2011. They issued a warning about it on their website in May 2012 (www.ic3.gov/media/2012/120809.aspx). Today, the IC3 receives dozens of complains each day from all over the world.

Most viruses activate after opening a file or attachment. Reveton is particularly insidious because it can install itself when a user simply clicks on a compromised website. It then locks down the computer by encrypting files on the hard drive or producing an inescapable black screen. A message is displayed directing the user to a bogus FBI, Department of Justice or IC3 website. The user is accused of a variety of Internet crimes, from illegal downloading of copyrighted materials to possession of child pornography.

There are a multitude of variants of the malware, but in all cases the user is instructed to pay a penalty fine in order to unlock the computer, typically $100-200. Most versions demand that payment be made with pre-paid credit card, such as a Moneypak card (sold at Walgreens or Wal-mart) or “Ultimate Game Card” (sold at Walmart or CVS).
Some variants of the virus turn on the computer’s webcam, recording video and displaying images back to the victim as an additional “we know who you are” scare tactic. Others disable current anti-malware and antivirus software. Once users have paid the "fines" or clicked through the warning message to investigate, it gets worse. The virus remains in the background, sending personal information to the hackers to be used in further crime, such as identity theft and capturing of credit card numbers or financial information.

While you certainly should NOT pay any “fine” demanded by the bogus malware, what should you do if you're infected with Reveton Ransomware? The answer depends on how much control you maintain over your computer. If you’re able to access the Internet, download Malwarebytes (www.malwarebytes.org). They've kept up with variants as the malware has adapted and evolved, making it a strong contender to remove all versions from your computer.

Some victims are completely locked out of their system, unable to access the Internet or their desktop. The IC3 and the FBI recommend that these users contact a computer repair specialist. They warn potential victims that even if they’re able to unfreeze their system, the malware “may still operate in the background” and “certain types of malware have been known to capture personal information such as user names, passwords, and credit card numbers through embedded keystroke logging programs.” (www.fbi.gov/news/stories/2012/august/new-internet-scam)

If you’re feeling confident and want to try some DIY options, repair suggestions are detailed here: http://botcrawl.com/how-to-remove-the-fbi-moneypak-ransomware-virus-fake-fbi-malware-removal/. Just keep in mind that many are advanced, may lead to data loss or operating system damage, and there’s no guarantee that the virus won’t continue to run in the background as the IC3 warns.

If you haven’t been attacked by this nasty bug, make sure that your system’s malware protection is up to date, downloading updates and running scans regularly. Consider installing a firewall router to limit unauthorized, outward-bound traffic from your computer to the Internet and limit your surfing to lesser-known sites, particularly those that facilitate file sharing.

Stop Using Internet Explorer, Right Now!

Internet Explorer Glitch Opens The Door To Hackers

A bug in all versions of Internet Explorer leaves anyone using IE in conjunction with the Windows Operating System (more than 40% of Internet users in North America according to StatCounter) vulnerable to infection by Trojan horse viruses. In a Security Advisory released by Microsoft on September 17, 2012, Microsoft explains that “an attacker who successfully exploited this vulnerability could gain the same user rights as the current user,” meaning the hacker could control your system remotely.

While Microsoft promises that they’re working to develop a patch to close the browser vulnerability, I urge Internet Explorer users to immediately switch to Google Chrome or Mozilla Firefox, at least until a fix is released. This could be as soon as a few days, or it may take several weeks.

IT Security Advisor Eric Romang detailed the security hole in a blog he posted over the weekend of September 15th. He came upon the flaw while researching a hole in the software code of Java exploited by the hacker group “Nitro Gang” to execute a series of targeted malware attacks against chemical and defense industry companies.

The bug allows hackers to infect a compromised computer with malware that makes Windows vulnerable to “drive-by” attacks. These allow viruses and malware to infiltrate your system by simply visiting a malicious or infected website. Once infected, the usual advice of “don’t run any executable files or install any programs” isn’t sufficient – your browser is, in essence, re-programmed to welcome malware.

While hackers have already used the browser vulnerability to launch attacks (most notably the “Poison Ivy” Trojan found embedded in emails masquerading as meeting requests and software updates) the public release of the code as well as widespread acknowledgement of the hole is sure to spur increased activity by virus and malware writers. Simply running an up to date anti-virus program isn’t enough to keep your system protected.


Microsoft recommends that users run a “Fix It” solution entitled “Prevent Memory Corruption via ExecCommand in Internet Explorer” that re-configures browser settings to prevent exploitation of the hole. It can be found via their support site. This is a workaround, not a patch.

Alternatively, Microsoft suggests installing their Enhanced Mitigation Experience Toolkit (EMET) 3.0, a program that adds protections against software vulnerabilities. Information and download links are posted to their support forum.

The EMET 3.0 software is designed for enterprise IT professionals, so basic users may encounter difficulty when attempting to manually configure protections. An easier solution is to stop using Internet Explorer until Microsoft has produced and distributed a patch. Download and install an alternate browser such as Google Chrome or Mozilla Firefox.

Chrome has some notable advantages over Firefox. It utilizes “sandboxing,” a protocol that isolates tabs from the rest of your system. If you encounter an infection or piece of malicious code in a tab it simply closes the affected tab and kills the process, leaving your system and remaining tabs unmolested. Chrome also blocks plug-ins from installing software or running scripts without user interaction. Users that visit websites that run active code (such as online games or payment calculator sites) will also benefit from Chrome’s integrated “Just-in-time” (JIT) hardening. JIT blocks malicious code hosted on web pages from running on your system.

If you are a loyal Firefox user, you are certainly safer in this regard than those using Internet Explorer. Increase your protection from malware by keeping your antivirus software up to date and installing the Firefox plug-in “HTTPS Everywhere.” It lets you browse over 1,000 websites securely by encrypting the information on the page, making it nearly impossible for a hacker to recreate passwords, emails or personal data you provide while online.

Update:

On Friday, September 21st, Microsoft issued an emergency patch to rectify the vulnerability in Internet Explorer. If you don’t have automatic updates enabled, download and install the Windows security update from http://technet.microsoft.com/en-us/security/bulletin/ms12-063 before surfing the net with Internet Explorer.

Protect Yourself Against Identity Theft

Online Identity Theft Prevention

On August 3rd, 2012, a tech writer for Wired’s “Gadget Lab,” Mat Honan, was the victim of identity theft. His iPhone, iPad and MacBook were remotely wiped, his Twitter account hijacked and his Gmail deleted. He lost irreplaceable photos from the first year of his daughter’s life, hundreds of emails, and his ability to ever again feel secure online. Here’s how to significantly reduce the chances it could happen to you.

In the immediate wake of the attack, Mat Honan assumed that his Apple ID password had been compromised. It turns out the perpetrator provided just two pieces of information to Apple’s phone support – the victim’s billing address and the last four digits of his credit card number – and the phone support representative gave the hacker a temporary password, despite the fact he couldn’t answer security questions correctly. Known as social engineering, a customer support representative was convinced to provide personal information to someone posing as the account holder.

Before you breathe a sigh of relief because you don’t have an Apple ID or iCloud account, know that this can happen at any company where someone other than you has access to your information and the power to push through a password reset – that’s right, everywhere.

A better password is certainly an important piece of the puzzle. Don’t use the same one across multiple sites. Ideally, use a password management program like LastPass to set up unique passwords at every site you visit. Utilize passphrases (a series of unrelated words is best) instead of an odd jumble of characters. Not only are they easier to remember so you’re less likely to get locked out, they’re actually harder for a computer to hack.


Don’t put all your data in one digital basket. The cloud is a great resource for backing up your data, but if losing something would be devastating it’s best to double up and back it up locally as well. Get an external hard drive and use a program like CrashPlan to set up an automated backup to both a cloud storage location and a local backup device.

A big part of the problem for Mat Honan is that he connected his logins and email’s through a very common process known as “daisy chaining.” He set his Apple email as a backup to his Gmail and used his Gmail as a login for his Facebook and Twitter. If you use Google, Facebook or Twitter to login to other social networking sites or websites, a hacker need only to access one of your accounts to gain control of all of them. Ideally, establish a recovery email address for password resets that you don’t use for any other purpose – don’t set it as your username and don’t post it anywhere on the web.

Using the same email prefix across multiple accounts (for example, nerdchick@gmail.com, nerdchick@hotmail.com, and nerdchick@sbcglobal.net), makes it easy for those with malicious intent to locate and hack into additional pieces of your digital profile. This is particularly dangerous if you use the same prefix as your username to login to financial institutions or as your “handle” on social networking sites.

Set up login notifications and two-factor authentication when it’s available. Google and Facebook both offer it. Basically, whenever your account is accessed from a new computer or mobile device, you have to enter a second code. This code is typically texted to your phone. While it can be a pain in the rear when you’re trying to login from a new device, this step would have given Mr. Honan an early warning that someone was attempting to access his account. It also would have stopped the perpetrator from using his Gmail to access additional logins.

Review your security questions to make sure that the information isn’t easily found through your online presence. For example, the name of your dog isn’t hard to ascertain if you post about her on Facebook or Twitter. Your high school mascot, family names, and the street you grew up on are just as easy to glean.

Consider using a Google Voice Number when online accounts require you to provide a phone number. The hacker who attacked Mr. Honan used his phone number as one piece of authenticating information to get his Amazon account password reset.

While convenient, storing your credit card number online with retailers makes your bank account more vulnerable. The same goes for using your smartphone for online banking, logging into Facebook or Twitter, or anything else tied to your personal information. While just about every smartphone owner stores logins and personal info on it, make sure you set a password on the device so if it’s lost or stolen you aren’t compromising your data and accounts.

For more tips to protect yourself from online identity theft, contact me. I’m a better safe than sorry kind of girl.

Photo used by permission: Don Hankins

Simple & Easy Computer Maintenance

Do It Yourself Computer Maintenance

You may think computer maintenance is only for the Nerds among us, but there are many easy things you can do to speed up your PC without investing a lot of time or money.

Whether you’re a Windows or Mac user, performing some basic computer maintenance can ensure your system stays in top form. First, the easiest tip: shut down and restart your computer regularly so that it can install all necessary software and operating system updates.

Next, ensure automatic update is turned on, both for your Operating System updates as well as your anti-malware programs. If you don’t have an up-to-date anti-virus program on your PC, Windows users can download the newest version of Microsoft Security Essentials for free. Make sure you take the time to run a full scan.

Uninstall unused programs to free up hard drive space and system resources. Be cautious! Don't delete anything you don't recognize in case it's a program file necessary for your computer to run. Windows users should consider Revo Uninstaller (free for 30 days, then $30). It performs basic maintenance and removes the pesky program remnants that Windows’ Add/Remove Programs Uninstaller can leave behind.


Mac users should check out OnyX (free, http://www.titanium.free.fr/download.php) for performing system maintenance and getting rid of extraneous files. AppCleaner (free) will help you safely delete unwanted programs.

Clean up temporary file folders on Windows or Mac systems with CCleaner (free). It can be customized to automatically remove unused files from your computer, freeing up hard drive space and potentially improving web page loading speed. Just make sure that you don’t delete anything you use. For example, if you like your username and password to pre-fill at sites you frequent, you may want to refrain from deleting your cookies.

There are several hardware upgrades that can significantly increase the speed of your PC. If you’re willing to try to a DIY project, there are some things to keep in mind:

First, track down a detailed, reliable walk through and review it in advance to make sure you’re comfortable with the process before you crack open your case. Lifehacker walks through installing all the hardware in your PC here.

If your computer slows to a crawl when you're running multiple programs, upgrading your RAM can help. In most cases, it’s one of the cheapest upgrades you can do. RAM manufacturers like Crucial and Corsair have memory finders on their websites. Enter the make and model of your computer and quickly see the number of slots your system has (so you know how many sticks of RAM it can hold) and the maximum amount (GB) of RAM it can support. Aim for at least 4GB of total RAM for best results.

A solid state drive (SSD) hard drive can make your system more responsive. Don't let the smaller storage space of SSDs deter you. Unless you're storing massive amounts of data you're not likely to miss it. If you do need more capacity, consider a hybrid drive that allows your OS to run on the SSD portion while your data is stored to a larger traditional hard disk. Replacing a hard drive is more ambitious, however. Backing up your data, installing the Operating System on the new drive and then reinstalling your data and programs is quite time consuming.

Finally, players of graphics-intensive video games may benefit from a new video card. The enhanced and/or additional graphics memory in a new card will likely make a noticeable difference in your speed and lack of latency. It’s not as hard to do as you may think – pop out the old card, put in a new compatible one and install any needed drivers.

Even relatively novice users can speed up their PC in less time than it takes to convince a cousin to come over and do it for you.

Photo used by permission: Sean MacEntee

DNSChanger: What you need to know

DNSChanger: How To See If You're Infected, How To Fix It If You Are.

On Monday, July 9th, the FBI will pull the plug on internet access to hundreds of thousands of computers infected with a malware Trojan known as DNSChanger. Even if your computer is clean, companies that have compromised systems in their network will be taken offline, hindering their ability to do business and possibly breaking their websites, in what many are referring to as “Internet Doomsday.”

In November 2011, the FBI (together with international cyber crime agencies) identified and located a ring of cyber criminals that had infected more than four million computers across the world with a Trojan virus known as DNSChanger. According to the FBI’s webpage about this malware (www.fbi.gov/news/stories/2011/november/malware_110911), “DNSChanger was used to redirect unsuspecting users to rogue servers controlled by the cyber thieves, allowing them to manipulate users’ web activity.”

Systems infected with DNSChanger were ultimately controlled by the crime ring that perpetrated the infections. The Trojan re-directed unsuspecting users to fraudulent websites which in many cases resulted in users providing personal information or credit card numbers to websites they thought were legitimate. It interfered with web browsing and in some cases prevented infected PCs from downloading anti-virus and operating system updates, leaving them vulnerable to viruses and spyware.

Once the rogue DNS servers were found and seized, the FBI faced a daunting challenge. Take them offline and millions of systems would lose all access to the internet causing widespread damage to online commerce and business functionality. Instead, they set up temporary replacement servers which allowed infected computers to remain functioning in the hopes that users would clean the Trojan off their system before the temporary servers go offline on July 9th.


Perhaps more troublesome, a report by IID (Internet Identity) indicates that machines at 12% of Fortune 500 companies and 4% of government agencies are still infected with the malware (http://internetidentity.com/news/blog/686-iid-finds-12-of-fortune-500-still-infected-with-dnschanger#). When their systems are taken offline on the 9th it will lead to loss of productivity and may make it harder to service their customers.

Facebook and Google are sending notices to users that browse to their sites from a DNSChanger-infected computer. However, even if you haven’t been notified of an infection you shouldn’t breathe a sigh of relief and consider yourself in the free and clear.

When the FBI disables the temporary servers it will break infected system’s access to the internet but it will not remove the malware from those systems. Take a few minutes to ensure that you’re not kicked offline on July 9th.

First, open your internet browser and go to www.dns-ok.us. If your system is infected you’ll see a red image with the words “DNS Resolution = RED.” Alternatively, a green image with “DNS Resolution = GREEN” means that your computer is looking up IP addresses correctly. Unfortunately, a green isn’t necessarily an all clear either. Some internet service providers have created their own mini-DNSChanger servers which allow infected systems to bypass the FBI servers to access the internet. This means that while you won’t lose access to the internet on the 9th you may still be infected.

Next, if you don’t have a reputable antivirus software program installed on your system, get one. I like Microsoft Security Essentials (http://windows.microsoft.com/en-US/windows/products/security-essentials) because it scans for and protects against malware and viruses in one step. The DCWG’s website, www.dcwg.org, also offers a list of links to download software to rid your system of the Trojan.

Finally, make sure your anti-virus is up to date. You’d be surprised how many users cripple their anti-virus by not downloading updates regularly. Once it’s up-to-date, run a scan to make sure you’re DNSChanger free before finding out the hard way.

Still worried that your system is part of a malware-infected bot net? Get in touch with us at www.callnerds.com/nerdchick

Check out the news coverage about the DNS Changer on KRCR News Channel 7 in Redding.

3 Things To Do When You Set Up A New PC

Set Up A New PC: Protect, Transfer, Store

After scrimping and saving, researching and debating, you finally settle on the perfect new PC, only to realize once you get it home and plugged in that you can't get much use out of it until you get the files and programs from your old PC onto your new one. Here are my top 3 steps to set up a new PC.

If you'd have asked me three years ago how I get a new system set up like the old one, I'd have told you how lucky I was to have a team of skilled technicians to set up a new pc for me. It turns out that the magical process of migrating data to a new computer isn't so complicated after all, and most typical PC users can be up and surfing the net on their shiny new machine in no time.

#1 Do not surf unprotected:

Before you take the new system out for a spin, make sure it has an installed, up-to-date anti-virus program. This will help protect you from transferring infected files from your old PC and corrupting the data on the new one. If you aren't sure whether you have anti-virus and anti-malware protection, make your first stop on the Internet to Microsoft's website to download its Security Essentials program. Your second step is going to be to install the programs that didn't come with your new PC so that you can open the files you move over from your old system. This means if you use a budgeting program like Quicken or a photo editing program like Photoshop, you're going to want to track down the disc and any necessary registration keys so that you can get it installed on your new computer.

#2 Transfer your old files to your new computer:

 

Once you've decided the transfer method that's best for you, Windows Easy Transfer will scan your old PC for files to transfer and then ask you to select the files you want to migrate over. It will provide you with a list of programs installed on your old system not yet installed on your new one, and for those available online it will give links to the latest versions.

#3 Keep your old hard-drive:

Finally, if possible, you should keep your old drive, just in case you missed something. While it may be tempting to format the drive and get rid of it, hanging on to just the hard drive will allow you to retrieve anything you may have missed. If you are turning over your old system to the kids or selling it, consider using an imaging software such as Acronis True Image Home , which offers a free 30-day trial and allows you to create a complete copy of your hard drive that can be restored if you forget to move something onto your new machine.

One final tip. If you're still hanging on to your Commodore 64 for fear you forgot to pull something off the hard drive, drop me a note on Facebook or email me at nerdchick@callnerds.com. We can get you ready to put that gold mine up on eBay in no time.

[transcript]
Hi, I'm Ryan from Nerds on Call, and today we're going to talk about moving to a new PC. So, now that you've got your brand-new PC, you've got to get all your stuff on it. So what do you do first? The first thing you're going to want to do is install an anti-virus program on there. We recommend Microsoft Security Essentials. The reason why you want to do that right away is because it takes less than seven minutes for a computer to get infected while it's on the internet these days. So now that you've got anti- virus installed on there, the next thing you're going to want to do is install all of your programs. See, you can't move programs from an old PC to a new one, so you're going to have to locate all the discs for all the programs you used on your old one, like Quicken, PhotoShop, and all the other programs you use. Once you get all those programs collected together, install them one by one on your new PC.

The next thing you're going to want to do is move all of your data from your old PC to your new one. First, you'll need to get both of your computers set up on the same network. If you don't have a network set up, then you can buy a transfer cable from Amazon.com. To get the easy transfer, click on the "start" button, go to "accessories", and then "system tools." You can always back up your data to an external hard drive or, if you don't have a lot of data, to a little flash drive. Finally, once you've transferred all of your data, the next thing you want to do is save that old hard drive out of that old PC. The reason why is that there's no way to completely erase all of that data, and you wouldn't want it falling into someone elses hands. Not to mention, if you accidentally forgot to transfer something over to your new PC, you'll have a back-up file if you just keep that old hard drive.
[/transcript]

Laptop Repair: Fix it or replace it?

Laptop Repair Can Be Costly, But Some Repairs Are Worth It.

When I made the switch from a desktop computer to a laptop, the idea that everything that previously took up my entire desk could now fit in such a small, portable device was revolutionary. However, the first time that my keyboard failed, I realized it wasn’t all wine and roses. With the smaller footprint comes the fact that parts and pieces often aren’t as easily interchangeable. I could no longer toss the old keyboard and plug in a new $30 generic version; this one was going to have to come from the manufacturer and was going to require a specifically skilled technician, in laptop repair, to replace. Before you resign yourself to the belief that any failure of a portable electronic device is going to warrant replacement, there are actually many things that are just as easy to fix on a laptop.

It’s no different to clean a virus or malware infection off a laptop than it is to repair a desktop. Software issues shouldn’t require that you spend any more than on a standard PC, or that you find a specialist. While laptop hard drives and RAM are different from the kinds found in desktop PCs, there are certain standard types and sizes, so you don’t have to get them through the manufacturer. This will allow any computer technician or even tech-savvy do-it-yourselfer to replace one. The power supply is actually external on a laptop (it’s the “brick” about half-way down the power cable), so replacing a dead power supply can be as easy as a Google search with the make and model number of your machine. However, if the connector where your cord plugs into your system has failed, that’s a different proposition that will require soldering and probably a specialist. While the card that gives newer laptops the ability to connect to a wireless network is often integrated into the motherboard, you can use an external adapter if your WiFi card fails. A wireless “dongle” plugs into a USB slot, and is about the size of a money clip.


Before you approve a laptop repair, be sure to ask if the parts will be new or refurbished, and what the warranty will be on the replaced part. It’s always best to have new parts, but sometimes older laptops no longer have new components available and require that replacements be from salvage. If your laptop is going to be shipped to a different facility, it’s best to make sure that you’ve backed up the data (if possible) before it leaves your hands. Many retailer-affiliated repair providers perform a system reformat and reinstall, effectively wiping your data, even if the repair doesn’t expressly require it. Some will even send you an entirely different machine to replace the one you sent in.

Drop me a note for more laptop repair tips if you’re still debating whether to get your portable device back up and running or check out our laptop repair services.

[transcript]
Hi, everybody. I'm Ryan from Nerds on Call. Today we're going to be talking about laptop repair. When I got my first laptop, I was shocked at how much stuff they could fit inside this little, tiny container. So a lot of times, when it comes to getting your laptop repaired, you're not quite sure what to do. When it comes to viruses and spy-ware and most software issues, there's no difference fixing a laptop and fixing a desktop, so you don't have to look for a specialty service. However, when the keyboard breaks, the hard drive fails, or you get a crack in the screen, that's when you've got to find a good solution provider, who can fix it and who's reputable.

Once you choose a company to repair your laptop, you're going to want to find out where is it going to be repaired? Are they going to repair it in the local shop, or are they going to send it somewhere? If they're going to send it somewhere, you want to make sure you get a backup copy of everything on your hard drive before it goes away. There's a technician in Kentucky somewhere who's not going to care about your pictures as much as you are.

You want to make sure that you ask the shop that you use what kind of parts they're going to use to fix your computer. Are they going to be refurbished parts, manufacturer approved parts, or generic parts? These are things you're going to want to know because you don't want to spend top dollar on a used part that's going into your brand new machine. I'm Ryan from Nerds on Call. Thanks for watching.
[/transcript]

How to Remove a Virus

How to Remove a Virus: The Best Anti-Virus Software

Do you remember back when your computer was shiny and new, it likely came with pre-installed Norton or McAfee antivirus software. It would periodically pop up little notices that it had downloaded the latest updates, and you felt snug and secure when you surfed online.

Then that trial membership expired. You may not have even noticed the lapse in coverage, assuming that the icon in your toolbar was a sign that all was well -- or, like many, you may have been wary to spend your hard-earned cash to subscribe. This story is so common that it's one reason why Panda Security reported in January that approximately 50 percent of the world's computers are compromised by some form of malware.

While I fondly remember the days when viruses were primarily built to annoy their victims, today's viruses are far more dangerous. Infected computers attack other computers. Hackers use these vast networks of infected computers or "botnets" to send spam, break websites and infiltrate corporate networks to steal credit-card data and customer information. Before you decide to unplug your computer, rest assured that there are some easy ways to protect yourself.

The 4 Best Anti Virus Programs for removing a virus

#1 McAfee Anti-Virus:

If you're already running an anti-virus program and making sure that it is up to date, kudos! If you elected to shell out the dough to keep your Norton or McAfee running after the trial ended, keep in mind that these two programs dominate the consumer security space. This makes them the biggest targets for hackers and virus writers who study their code to find vulnerabilities. While I am not suggesting that you look for an unknown, untested antivirus for your computer's safety, there may be good reason to consider switching to one of the great free anti-virus options available.

McAfee Anti-Virus For Mac:

McAfee also has an antivirus solution for Mac Computers. I know people say that you can't get a virus on Macs and to a degree that is true. So far, Mac computers are not vulnerable to traditional viruses, however they can be targets of  malware, phishing scams, identity thieves and hackers. Anti virus software for Macs will help secure your data and keep malware off your computer. Another solution worth mentioning is Avira.  Avira anti-virus has a Mac virus protection program called MacKeeper.

#2 Microsoft Security Essentials:

One of my favorite anti-virus programs for the basic user is Microsoft Security Essentials. It's free, easy to use, updated frequently and provides great protection from most Internet-born parasites. The fact that it's made by Microsoft, the company that makes Windows, is a great benefit. Who is better equipped to know which Windows vulnerabilities hackers are targeting? Programers can then integrate the fix seamlessly into Windows.

#3 Avast!:

If you just can't get past the idea of trusting Microsoft to protect your Windows PC, or if you are running an alternate operating system, consider Avast! free antivirus. Avast is one of the highest-rated antivirus programs, according to AV Comparatives, an independent antivirus program reviewer. Avast offers both a free and a paid version, and boasts one of the fastest virus scans on the market. It also uses fewer system resources when scanning, so you can continue to use your computer normally while the scan runs in the background. Anyone who has been held hostage by a seemingly endless scan that makes everything else on your system slow to a useless crawl can appreciate this benefit. Fun side note: You can select different voices to proclaim, "Ding! Avast's virus definitions have been updated." I am quite partial to Pirate.

#4 Sandboxie:

Finally, if compromised or lost data would devastate your productivity, check out Sandboxie. Sandboxie is an applications that allows you to run certain programs "virtually," like putting them in quarantine. Essentially, you open your web browser or email in a "sandbox," so an infected website or virus-laced email attachment won't compromise the rest of your system. When you close the program, you destroy the sandbox's contents, including any infections. However, cookies and temp files go, too, so if you like to auto-login to websites you frequent, this solution will likely annoy you.

Don't surf naked -- get some protection. If you're already suffering from and nned help to remove a virus or for more ways to be safe on the scary wide web, visit www.callnerds.com/andrea. 

[transcript]
Hi, everybody. I'm Ryan from Nerds on Call. Today we're going to be talking about how to remove a virus from your PC. Back in the day, when you first got your computer, it probably came pre-installed with something like Norton or McAfee. Those are great protection, but usually they expire after about a year. Then what do you do?

One of my favorite anti-virus is Microsoft Security Incentive. Just go to Microsoft.com and search for Microsoft Security Essentials, it's free, it's easy to use, it's frequently updated, and it's really fast. If you don't want to use the Microsoft product, you can always use a program called Avast, it's also a free anti-virus software. And one of the coolest parts of it is, when it's all done scanning your system, it will say "Hey, ding, we're all done looking for viruses." And you can change that voice to anything you want. So my favorite is "Pirate" It will go "Argh, no viruses found." Thanks for watching. I'm Ryan, from Nerds on Call.
[/transcript]

Online Computer Repair: Is It Safe?

Online Computer Repair: Is It The Force or Magic?

These days, we want everything fast, from food to computer repairs. If you've seen the TV ads for iYogi.net, you may have wondered, "How can a tech in India fix a computer in Nantucket?" I'm here to unravel some of the mystery of Internet-based tech support or online computer repair.

Whether you take a faulty computer to a repair shop or have a tech come to you, it can take days or even weeks to get your system back on its feet. The major benefit of online computer repair is that in many cases it's immediate. Answer a few questions, click a few buttons on your computer, and you can often have a tech working on your system while you make dinner or catch up on your scrap-booking. It can actually be quite fun watching a remote desktop session in progress.

Many companies, (including ours) offer extended hours for their online computer repair, allowing you to fit computer repair around your schedule. Besides, if you have to have your computer fixed, it's a slightly less distressing experience if you don't have to get out of your pajamas and bunny slippers.

But there are some drawbacks to having your computer fixed remotely. A tech working from afar can only fix software-related issues, involving viruses, spyware, program corruption and operating-system glitches. While these account for the majority of repair issues, lots of problems will require you to be a more active participant in the repair. If you suddenly can't print, for example, the tech probably will need you to check wires and do a manual restart before he or she can install drivers, etc. If you're unable to get online, expect to spend some time on the phone while the tech walks you through basic troubleshooting.

If your computer needs hardware replaced or upgraded, techs likely will be able to diagnose the issue. But to get it resolved, you'll need to have a tech put hands on your machine.


Choose wisely when contracting a company for online computer repair. Many companies require that you provide a credit card number up front, and they'll have virtually unfettered access to anything stored on your computer. To research companies, get recommendations from friends or family, use online review sites, and Google the company's name. For more computer-security tips, see the Federal Trade Commission's OnguardOnline website at OnGuardOnline.

The reality is that dropping off your computer at a repair shop isn't any safer than online computer repair. When you're in front of the machine, you can see exactly what the technician on the other end of the line is doing. This actually may give a little more comfort to those of us who like to retain a measure of control over the process. A remote desktop repair might be perfect solution to your next computer tune up.

Do you have any computer problems, you'd like to fix right now? We would love to look at your computer for free. Click here to get started with online computer repair today.


[transcript]Hi, I'm Ryan from nerds on call, and today we're going to be talking about online computer repair. These days we want everything fast. Fast food, fast computers, fast everything. So it's kind of a pain when you have to take your computer into a shop to get it repaired.

Well, that's the beauty of online computer repair. Now you can connect to somebody on the internet and have them fix it for you, while you make dinner, or finish your scrap-booking, or whatever you like to do. Just watch Star Wars again.

Despite the on-demand service that online support provides, the only problem is, they can't fix anything hardware related. So hard-drives, cracked screens, printers, all of that stuff can't be fixed online. But one of the cool parts is, if you got a virus, or spyware, or something like that, you can sit back and watch them as they control your computer while it's being fixed.

A lot of people are concerned that online computer repair isn't as safe as taking it to your local computer repair shop. Keep in mind, that a lot of major retailers are already using online repair to do the work for their people in the stores. So you don't have as much risk, because you can sit there and stare at the screen, as somebody is fixing your computer for you. Unlike when you take it into a repair shop and they take it into the back room.

I'm Ryan from nerds on call. Thanks for watching.[/transcript]

What To Do Before You Call Tech Support

Simple fixes could keep you away from tech support

I am clueless when it comes to appliances. More than once I have called out a repair person to fix my dishwasher or dryer, only to discover that the power cable is loose, or that the exhaust is clogged with lint. A little basic troubleshooting could have saved me $100 or so (luckily for you, Nerds On Call doesn't charge for estimates), if only I'd known what easy things to try before having someone out. Over the years at Nerds on Call I have discovered that there are some simple things that fix a surprising number of computer problems, and trying them before you call a computer repair company could save you time, money and frustration.

Shut Down your computer and Restart: Shutting down is a good first step for just about any electronic device that is frozen, has stopped functioning as it should, or has given you a cryptic error. From computers to printers, routers, even personal electronics like MP3 players and cell phones, you'd be surprised how often a random problem just never returns after a system re-boot. If your system is frozen, resist the urge to pull the plug. Pressing and holding the power button for five to seven seconds should cause your system to do a hard shut down. Make sure you restart the tower, not just the monitor.

Having Trouble With Your Internet Connection: When your internet network goes down, there's a specific order in which you should restart the various parts. If you have a high speed internet connection and more than one computer, you likely have a modem and a router. If one or all of the systems on your network can no longer get online, try a network 'power cycle' before you spend the next few hours on hold with your internet provider. Shut down all systems that can't get online, the modem and the router. Shutting off a modem or router often requires disconnecting the power cable. You'll know you've got it when the lights on the unit turn off. Turn them back on in the following order, allowing each device a few minutes to connect before moving on to the next: modem, router, and then computer(s).

Power Off: If restarting the system or device doesn't work, try shutting down and unplugging the tower from the wall before plugging it back in and restarting. If you have a laptop or other portable electronic device, remove the battery (if possible) to ensure that your system has fully re-booted.


Recreate the problem: This probably sounds counter-intuitive. Unfortunately, it's common for computers to encounter a rare series of circumstances that causes something to malfunction, and after restarting you may never see the error or behavior again. In order to fix a problem, any technician is going to need to be able to see it happen. If they can't recreate the problem, they won't be able to find the cause which will waste your time and possibly money, so make sure that you know how to show the tech exactly what's happening.

Google the error message: While this may result in an even more confusing wave of codes and cryptic information, some easy to fix problems result in really bizarre error messages. You may just need to change a printer cartridge or load more paper, or re-install a driver. If the solution to your problem seems to confusing, then at that point, you can call a computer repair company.

Run your anti-virus and anti-spyware programs: I know, I know, you hear this from me over and over. If you're encountering an odd error, pop-up, or slow system, updating and running your protection programs certainly isn't going to hurt.

If these tips don't keep you away from tech support, at least there's a good chance that it's worth calling a professional. If you (gasp!) are having trouble with your Mac computer, drop me a note for my list of what to try before calling Apple Care.

Video Transcription:

Hi everybody. I'm Ryan from Nerds on Call and today we are going to be 
talking about what to do before you call tech support.

So, one of the first things you want to do is turn off the device, whether 
it be a computer, a phone or a tablet. Turn it off and get all the way 
powered down first and then restart it. See if the error or the problem still
 exists.

The next thing you want to do is check the cables, if it's a computer and you
r monitor suddenly turns off or for some reason a USB device is no longer
 working, just go into the back of the machine and make sure everything is
 still plugged in, make sure they are nice and tight. One little error every
 now and then isn't that big of a deal but if Windows consistent errors keep 
coming up, that tells you that something's wrong.

So, if you get an outlook error or if your hard-drive suddenly gives you
 some beep or noise, you want to see what you can do to try to get that happen
 again. That way when you hire a professional to come look at it, you can 
tell them exactly what's happening.

Figure out what the error code is and type that in Google. Often times, you 
will figure out really quickly what the problem is. Whether it is hardware 
or software like for example, Photoshop just crashed and you got a blue
screen, then maybe you just have to re-install Photoshop and not have the
 hire a professional to fix it for you.

Why You Should Upgrade Windows NOW!

Upgrade Windows now, seriously, we can wait...started yet...?

Your computer’s operating system is the most integral part of how your machine functions. It determines how you view and launch programs, how stable software runs, and how your desktop looks and functions. Whether you’re nursing a trusty Windows XP machine or have resigned yourself to living with Vista, the prospect of "upgrade windows" can be daunting. There are a number of reasons to consider making the leap.

Let’s face it, change isn’t always good. Anyone using Windows Vista can attest to that. It seems Microsoft is doomed to release a dud every decade; before Vista it was ME (Millennium Edition). No one would blame you for being wary of Windows 7, but it’s legit – I promise. If you’re one of the millions that still haven’t made the leap to Windows 7, here is why you should consider a windows upgrade:


New software programs are written for Windows 7. If you haven’t already found a program that isn’t compatible with your older operating system, that day is coming. Every piece of hardware that runs on your machine, from internal components like graphics cards to external components like monitors and printers, have software (known as “drivers”) that allows it to be recognized by your operating system. When the time comes to replace a piece of supporting hardware, you may find that there are not drivers to make it run on your machine.

Many users that are resistant to upgrading windows live with annoying errors and system crashes. These are often caused by bugs that are no longer a priority for Microsoft to fix, or incompatibility between a newer software program or device and your older operating system. Upgrading windows will typically fix these glitches.

More and more programmers are moving to Windows 7’s 64-bit architecture. Comparing XP’s 32-bit to 64-bit is like comparing a go-cart to a car. Both get you where you need to go, eventually, but the car will be more stable, faster and last you longer.

You may be wondering why I’d suggest you move to Windows 7 when Windows 8 is slated to release before the end of the year. When it comes to Microsoft operating systems, there’s no prize for being an early adopter. Windows 8 is dramatically different from all previous versions of Windows in appearance and functionality, being more like the interface you may be used to seeing on a mobile touch screen device (think, tablet or Smartphone). There are inevitably going to be early holes and bugs. Why give yourself the headache of finding them for Microsoft?

Finally, there is a small risk that the release of Windows 8 will make it harder to upgrade to Windows 7. When Microsoft released Vista it immediately stopped shipping XP. Consumer anger eventually persuaded them to allow Dell and other distributors to offer buyers a choice between XP and Vista when buying new machines, but if they follow the same model with Windows 8 you may miss out on the stability of Windows 7 if your system requires upgrading after the release of the new OS.