Remote Access Allowed on Macbook Air

Hello,


My mother received a pop-up screen with 800# and called it, only to give remote access to her Macbook Air to unknown party who claimed they were "troubleshooting" her computer. She gave them her computer password for access. I changed her password and all other log-in passwords.

What other steps do I need to take to make sure the computer is clean? Do I need to erase the hard drive? I don't see anything strange on the computer and/or in the Keychain. I did a malware scan and found nothing. Thanks for your help!



Posted on Nov 4, 2020 1:12 PM

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Question marked as Top-ranking reply

Posted on Nov 4, 2020 1:21 PM

How do I know if my computer has been hacked?

What to do after you change your Apple ID or password - Apple Support


To do an Erase and Install:


Install El Capitan or Later from Scratch


If possible, back up your files.


  1. Restart the computer. Immediately, at or before the chime, hold down the Command and R keys until the Apple logo and progress bar appear. Wait until the Utility Menu appears.
  2. Select Disk Utility from the Utility Menu and click on the Continue button.
  3. When Disk Utility loads select the target volume (indented entry, usually named "Macintosh HD") from the Device list.
  4. Click on the Erase button in Disk Utility's toolbar. A panel will drop down.
  5. Set the Format type to APFS (SSDs, only for Mojave and Catalina) or Mac OS Extended (Journaled.)
  6. Click on the Apply button, then wait for the Done button to activate and click on it.
  7. Quit Disk Utility and return to the Utility Menu.
  8. Select Install OS X and click on the Continue button.


2 replies
Question marked as Top-ranking reply

Nov 4, 2020 1:21 PM in response to juliet205

How do I know if my computer has been hacked?

What to do after you change your Apple ID or password - Apple Support


To do an Erase and Install:


Install El Capitan or Later from Scratch


If possible, back up your files.


  1. Restart the computer. Immediately, at or before the chime, hold down the Command and R keys until the Apple logo and progress bar appear. Wait until the Utility Menu appears.
  2. Select Disk Utility from the Utility Menu and click on the Continue button.
  3. When Disk Utility loads select the target volume (indented entry, usually named "Macintosh HD") from the Device list.
  4. Click on the Erase button in Disk Utility's toolbar. A panel will drop down.
  5. Set the Format type to APFS (SSDs, only for Mojave and Catalina) or Mac OS Extended (Journaled.)
  6. Click on the Apply button, then wait for the Done button to activate and click on it.
  7. Quit Disk Utility and return to the Utility Menu.
  8. Select Install OS X and click on the Continue button.


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Remote Access Allowed on Macbook Air

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