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Hacked email cleanup

Posted on 2014-04-16
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Last Modified: 2014-04-20
Every two or three weeks the customer calls me to say that her email is hacked.  She still uses AOL, often from her iPad and Android phone, and sometimes from her Win7 laptop.  Periodically, long lists of her contacts get crazy emails that she did not originate.

All I have done for her so far is change her AOL password and security question, but the problem keeps coming back.  Note that she does not want to abandon AOL, because she has had that email address 'forever'.

What else should I be doing to solve this problem?  Please keep in mind the three devices she uses from three different operating systems.  TIA
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Question by:sasllc
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Tony Giangreco earned 2000 total points
ID: 40005751
Install anti spyware software on all three devices. I'm assuming there must be a key logger app on one of them that is sending her credentials back to a hacker who then gets back into her account.

Yes, anti virus and anti spyware software does exist for those devices
http://www.avg.com/us-en/antivirus-for-android
http://www.avg.com/us-en/for-mobile
http://www.kaspersky.com/downloads/productupdates/mobile_for_windows_mobile
http://windows.microsoft.com/en-us/windows/security-essentials-download
http://free.avg.com/us-en/homepage

This list should help!
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Expert Comment

by:Tony Giangreco
ID: 40005753
Install one av app per deice and one onto spyware app per device. If the problem continues, I'd perform a clean install on the tablet and reset her phone back to the factory image.

That should help eliminate it. She may have a very highly embedded virus.
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