ChromeOS · Recovery Guide

What to Do After Engaging With a Fake Tech Support Scam on a Chromebook

Disengage, clean, and restore your Chromebook to safety after a tech support scam.

Step 1: Disconnect and Secure

The first and most crucial step is to cut off any further interaction with the scammer. This prevents them from causing more harm or accessing your device.

• If you are on the phone, simply hang up immediately. Do not engage in further conversation.
• Close any open browser tabs or windows that the scammer may have directed you to or that are displaying scam messages.
• Disconnect your Chromebook from the internet. You can do this by clicking the Wi-Fi symbol in the bottom-right corner of your screen (usually next to the time) and turning off Wi-Fi, or by physically unplugging your Ethernet cable if you are using one. This stops any remote access or data transfer.
• If you gave the scammer any passwords, change them immediately from a different, secure device (e.g., a smartphone) if possible. Prioritise your email, banking, and social media passwords.

Step 2: Scan and Remove Malicious Extensions/Apps

Scammers often trick you into installing malicious browser extensions or Android applications. Removing these can eliminate their persistent access.

1. Open your Chrome browser. Click the three vertical dots in the top-right corner, go to More tools, then Extensions. Review all extensions for anything you don't recognise or didn't intentionally install.
2. To remove an extension, click Remove next to it. If in doubt, disable an extension first by toggling the blue switch off. Look particularly for extensions related to 'remote access' or 'tech support'.
3. For Android apps (if your Chromebook supports them), open the Launcher (the circle icon in the bottom-left corner), then find and open the Play Store app. Click your profile icon, then Manage apps & device, then Manage.
4. Review the list of installed apps. If you see an app you did not install or that seems suspicious, tap on it and select Uninstall.
5. After removing any suspicious extensions or apps, restart your Chromebook by clicking the time in the bottom-right corner and selecting the power icon.

Step 3: Clear Browsing Data and Reset Browser Settings

Scammers might leave behind tracking cookies, change your browser's homepage, or alter other settings. Clearing this data helps restore your browser to its normal state.

• Open your Chrome browser. Click the three vertical dots in the top-right corner, then go to Settings.
• In the left-hand menu, click Privacy and security, then Clear browsing data.
• Set the Time range to All time. Ensure that Browsing history, Cookies and other site data, and Cached images and files are all ticked. Then click Clear data.
• Go back to Settings, then in the left-hand menu, click Reset settings. Select Restore settings to their original defaults and confirm. This will reset your homepage, new tab page, search engine, and disable extensions, but won't delete your bookmarks or passwords.

Step 4: Restore Your Chromebook (Powerwash)

If the problem persists or you are still concerned about the security of your device, a full factory reset (known as a 'Powerwash' on Chromebooks) is the most thorough cleaning method. This will wipe all local data.

1. Back up any important local files to Google Drive or an external storage device, as a Powerwash will delete everything stored on your Chromebook's internal drive.
2. Click the time in the bottom-right corner of your screen, then select the Settings icon (the cog wheel).
3. In the Settings menu, scroll down to the bottom and click on Advanced to expand more options.
4. Under the 'Reset settings' section, click Powerwash, then Reset. Follow the on-screen prompts to confirm the Powerwash.
5. Your Chromebook will restart and guide you through the initial setup process, just like when it was new. Sign in with your Google account.