📞 Stories from the Hotline: Battling a Silent Device Infection
It was just another day at the CyberSaathi Hotline when I picked up the phone and heard a panicked voice on the other end. With hurry I said:
"CyberSaathi Hotline, this is Saathi. How can I help you today?"
The voice belonged to Shalini, a young lady who was clearly distressed. "Hi, Saathi. I think something’s wrong with my computer. It’s been acting weird lately. It is slow, unresponsive, and I’m getting these strange pop-ups. I’m really worried I might have a virus or something.”
As Shalini explained her situation, I could hear the anxiety in her voice. Device infections can be scary, especially when you rely heavily on your computer for work and store important files. I reassured her that we would get to the bottom of it together and that she had nothing to worry about.
“Shalini, it sounds like your device might be infected with malware. Let's start by taking a closer look. Have you downloaded or clicked on anything suspicious recently?” I asked.
She hesitated before admitting, “Well, a few days ago, I got an email that looked like it was from my bank. It had an attachment labeled ‘statement.pdf,’ so I opened it thinking it was my monthly statement. But nothing happened when I clicked on it, so I tried opening it multiple times and after it didn’t seem to be doing anything. Since nothing happened, I didn’t think much of it. Could that be it?”
After hearing this, I had a feeling that we were on the right track. “It’s possible, Shalini. Sometimes, malware disguises itself as a harmless file. Even if nothing seems to happen immediately, the malware could be working in the background.”
I guided Shalini through the process of running a full system scan using MalwareBytes, a free antivirus software that anyone can run to remove known malware from their computer. As we waited for the scan to complete, I explained how malware could be hiding on her device, potentially stealing her data or even turning her computer into part of a botnet—an army of infected devices used to carry out cyberattacks without the owner even knowing a single thing.
“Shalini, malware like this can be very sneaky. It might be collecting your personal information or slowing down your computer by using its resources for other purposes which explains the slowness you are experiencing,” I said.
The scan results came back, confirming our fears. Shalini’s computer was infected with a trojan, a type of malware designed to give unauthorized access to her system. The trojan was most likely installed when she tried opening the email attachment.
“Don’t worry, Shalini. We’re going to clean this up,” I assured her. “Let’s go through the steps to remove the trojan and restore the security of your device.”
Following my instructions, Shalini quarantined and deleted the infected files. I then explained how she can run MalwareBytes on her own from time to time to make sure any possible known viruses are removed if ever installed again. Then I had her update the operating system to ensure any vulnerabilities were patched.
But we weren’t done yet. “Shalini, now that your computer is clean, it’s important to change all your passwords. The trojan might have captured your login information. Use strong, unique passwords for each account, and set up multi-factor authentication wherever possible.” - This is important and there are many tools that you can use to help you remember these passwords if they are too complex for you to remember.
As we wrapped up the call, Shalini sounded relieved but also a bit shaken. “Thank you, Saathi. I didn’t realize how dangerous this could be. I’ll be much more careful from now on.”
“That’s the right approach, Shalini. These kinds of infections can happen to anyone, especially when they’re disguised as something legitimate. The key is to stay vigilant and keep your defenses strong. And remember, you’re not alone—CyberSaathi is always here to help.”
After we hung up, I reflected on the call. Device infections can be stealthy and go unnoticed until they cause significant damage. But helping someone like Shalini regain control over her digital life and equipping her with the knowledge to stay safe in the future made it all worthwhile.
📚 Lessons Learned from the Hotline Call
From Shalini’s experience, we can draw several important lessons to help protect against similar device infections in the future:
🔍 Be Wary of Unexpected Attachments: Even if an email appears to be from a trusted source, be cautious about opening attachments or clicking on links. Always verify the sender’s identity, especially when dealing with sensitive documents.
🚩 Recognize the Signs: Unusual device behavior, such as slow performance, unexpected pop-ups, or strange network activity, can be indicators of malware infection. If you notice these signs, run a full system scan immediately — MalwareBytes is a free tool that you can use for this.
🔒 Keep Your Software Updated: Regularly update your operating system, antivirus software, and other applications. Updates often include security patches that protect against known vulnerabilities.
✋ Use Multi-Factor Authentication: Even if your login credentials are compromised, multi-factor authentication adds an extra layer of security that can prevent unauthorized access to your accounts.
📣 Report Suspicious Activity: If you suspect your device is infected, take action right away. Isolate the device from the network, run a scan, and seek help from a cybersecurity expert or hotline like CyberSaathi.
🧠 Stay Educated: Keep yourself informed about the latest types of malware and cybersecurity threats. The more you know, the better prepared you’ll be to recognize and respond to potential dangers — this stories from CyberSaathi page is a great way to do just that!
By following these strategies, you can better protect yourself from falling victim to device infections and other cyber threats. Remember, maintaining a cautious and informed approach to your digital life can make all the difference.
