Cannot reset email password

boyboyds · 06 Aug 2015

OS - Windows 7, Browser - Chrome.

Problem:

My father opened possibly infected website and after that his Gmail and Hotmail passwords became invalid.
He tried to reset both of them and ran into the same issue with both of them - after Gmail sent him a security code and he was about to enter a new password, the second box asked him to repeat it but said the entered passwords did not match. Exactly the same problem with Hotmail. I myself tried to enter a new password into his Gmail and also got the same mismatching message.

There was no problem logging into his Amazon account.

What I have done:

1. Checked for any programs recently installed - nothing new.
2. Mawarebytes (free) - just found few pups.
3. SuperAntySpyWare (free) - nothing.
4. ADWCleaner - removed some stuff.
5. RougueKiller - nothing.
6. TDSSKiller - nothing.
7. Restored system to a prior date.

I still have the following tools I did not use:

1. ESET (free)
2. Emsisoft (free)
3. SpyBot (free)

I did not reinstall Chrome.
I did not restore Windows to a Factory condition.

Any advice......?

Thanks,
-BBDS

boyboyds · 06 Aug 2015

Decided to reset Gmail password from a different PC, but now they only send the security code via text, but my father does not have a cell phone and the home phone cannot accept messages. There is no way to change the way Gmail send you the security code if trying to do it from an unfamiliar PC.

-BBDS

boyboyds · 08 Aug 2015

The source of this problem is unknown but it got resolved and this is a quick recap.

Problem:

A bad email on my dad's PC knocked out both his Gmail and Hotmail accounts and stopped recognizing passwords.

Any attempt to change passwords failed because entering it second time for verification always returned "mismatched passwords".

My father remotely connected to my PC and tried to change passwords using my PC, but they started asking him many security questions and he did not remember the answers, example "what month and year did you originally open your email account...?" - are you kidding me.....? Who would remember that......?

Solution:

I went over to my dad's house with my own laptop, connected to his WiFi and changed both passwords successfully without any security questions.

-The question still remains though - why he could not change the passwords on his own PC.
I just hope his PC is clean and does not have a keylogger or something else.
I scanned it with all the tools I mentioned above.

-BBDS