Service Request Ticket - # 72367

Service Request Information

CONTACT Name Clark, Shelly   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Jun 07, 2019 08:39 AM
Department Phone 89474
Location Email clarksa@wou.edu Request for more information Send 'Keeping in touch' email Send 'I'm thinking of you' email
SR INFO Type WOU #
Priority Equipment Type
Status Flagged
Description
Laptop Edit WOU # 20160283[Edit Inv] (opens in a new window) Bldg/Room OFF PDR
Service Tag 3XL5MC2 Description Dell Latitude E5470, i7-6600U, 2.6GHz, 8GB Ram
Serial No. 3XL5MC2 Location PDR 2023 Giveaway

CPU Intel Core i7-6600U(Dual Core, 2.6GHz, 4MB cache)


OS Windows 7 Pro, 64 bit Software Microsoft Desktop Ed license licensed for Office Pro Plus 201* XXXX2016005511

Wired NIC 28:F1:0E:27:7B:66


Wireless NIC 40:49:0F:A3:E9:1D

TECHS Submitted by Brittany Franklin Contact franklinb@wou.edu 89267
Primary Technician Contact morellk@wou.edu 89201

Tracking

Entered by Date Memo
Kyle Morell
Email

Public
Entered by Date Memo
Brittany Franklin Jun 14, 2019 11:02 AM 
Status changed from (1) Pending to (5) Completed
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Kyle Morell Jun 14, 2019 11:02 AM 
Reimaged computer to Windows 10
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Joe Collinsworth Jun 10, 2019 10:45 AM 
Task reassigned to Kyle Morell.
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Joe Collinsworth Jun 10, 2019 10:45 AM 
****This is an email****
Greetings Joe, 

Kyle Morell is going to have my computer today 
starting at 2:30 today until tomorrow morning 
to install Windows 10.  Would it be possible 
for you to connect with him during this time to 
make sure that everything is deleted?
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Joe Collinsworth Jun 10, 2019 10:44 AM 
Status changed from (7) Waiting for Contact to (1) Pending
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Joe Collinsworth Jun 07, 2019 10:43 AM 
Status changed from (1) Pending to (7) Waiting for Contact
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Joe Collinsworth Jun 07, 2019 10:43 AM 
****This is an outgoing email****
Hi Shelly,

I need some additional information regarding 
service request #72367

Description: Sophos: Malware found and hacking 
website visits on W20160283

It looks like your computer's antivirus settings 
need to be updated, please let us know when would 
be a good time for you to have us come look at it.

Thank you
Joe
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Public
Brittany Franklin Jun 07, 2019 08:39 AM 
Sophos found malware on W20160283 (cleaning out the recycle bin should fix this part):
Manual cleanup required: 'Mal/Generic-S' at 'C:\$Recycle.Bin\S-1-5-21-2161550645-8252473-3133604535-104611\$ROOTU7D.zip'
Manual cleanup required: 'Mal/Generic-S' at 'C:\$Recycle.Bin\S-1-5-21-2161550645-8252473-3133604535-104611\$RLG0XR9.zip'


Sophos also has found that the user keeps visiting a site labeled as "hacking" (they're probably unaware this is happening):
 'http://www.juicer.io/api/page_views' warned due to category 'Hacking'

Could you uninstall all browsers (except IE) then reinstall them?
Also reset all settings in IE to start with a clean slate?

Then, start a Sophos scan on the computer to see if it finds anything else.

Thanks :)
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