Blog | G5 Cyber Security

Fixing ‘Assistance if you may’ Issues

G5 Cyber Security

TL;DR

This guide helps you troubleshoot common problems where systems are asking for assistance unexpectedly, potentially indicating a cyber security issue or misconfiguration. We’ll cover checking user accounts, recent software changes, and basic network checks.

1. Check Recent User Account Activity

Unexpected requests for assistance often mean someone’s account has been compromised or is being misused. Let’s look at who’s logged in where.

  1. Windows: Open Event Viewer (search for it in the Start Menu). Go to Windows Logs > Security. Filter by Event ID 4624 (Successful Logon) and 4625 (Failed Logon). Look for logins from unfamiliar locations or at odd times. 
    eventvwr.msc
  2. Linux: Use the last command in your terminal to see recent login sessions. 
    last -a
  3. macOS: Open Console (Applications > Utilities). Search for “login” or check System Logs for unusual activity.
  4. Cloud Services (e.g., Office 365, Google Workspace): Check the sign-in logs within the admin portal of your cloud service. Look for logins from unknown devices or locations.

2. Review Recent Software Changes

New software or updates can sometimes cause unexpected prompts or behaviour. Roll back changes if possible.

  1. Windows: Check ‘Installed Updates’ in Settings > Update & Security > Windows Update > View update history. Uninstall recent updates to see if the problem goes away.
  2. Linux: Use your package manager (e.g., apt, yum, dnf) to list recently installed packages and uninstall any suspicious ones. 
    apt history
  3. macOS: Open System Preferences > Software Update. Check if any updates were recently installed. If so, consider reverting or checking the software vendor’s website for known issues.
  4. Third-Party Applications: Review recent installations and updates within each application’s settings.

3. Basic Network Checks

Sometimes, network misconfigurations can cause strange prompts. Let’s do some simple tests.

  1. Check Your DNS Settings: Incorrect DNS servers can redirect you to malicious websites that mimic legitimate login pages. 
    ipconfig /all

    (Windows) or 

    cat /etc/resolv.conf

    (Linux/macOS). Ensure your DNS servers are correct (e.g., those provided by your ISP or a trusted public DNS service like Google’s 8.8.8.8 and 8.8.4.4).

  2. Run a Malware Scan: Use a reputable anti-malware program to scan your system for viruses, spyware, and other malicious software.
  3. Check Your Firewall Settings: Ensure your firewall is enabled and configured correctly. Unexpected prompts could be due to blocked connections or misconfigured rules.

4. Password Reset & Multi-Factor Authentication

If you suspect an account compromise, reset the password immediately.

  1. Change Passwords: Change passwords for all affected accounts, using strong, unique passwords.
  2. Enable Multi-Factor Authentication (MFA): Where available, enable MFA on all critical accounts. This adds an extra layer of cyber security by requiring a second form of verification.

5. Contact Support

If you’ve tried these steps and are still experiencing problems, contact your IT support team or the vendor of the affected software/service for further assistance.

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