Rackspace Email Scam

Also Known As: possible malware infections
Distribution: Low
Damage level: Severe

"Rackspace Email Scam" removal guide

What is "Rackspace Email Scam"?

Rackspace is a legitimate cloud computing company, however, some cyber criminals proliferate a spam email campaign using an identical name (so, the scam is also called "Rackspace"). The main purpose of this scam is to trick people into visiting a fake website where they are asked to enter their login and password details. Providing these details allows cyber criminals to steal them. Do not fall for the "Rackspace" scam - simply ignore the email and avoid the fake website.

Rackspace spam campaign

This scam is presented as an email message regarding a newly-created support ticket for a Rackspace Cloud account. It also contains details such as the ticket number and status, date it was created, and product type (in this case, Cloud Servers). It also contains a button (a website link) called "VIEW TICKET DETAILS", which leads to a fake Rackspace website. The website asks users to enter login details and passwords of their Rackspace accounts. As mentioned above, this website is designed to steal account details, and thus you should never enter them. Furthermore, do not log into a Rackspace account using this fake website, since it has nothing to do with the official Rackspace company. Avoid this website and do not trust these cyber criminals - ignore this and other similar spam email campaigns.

Threat Summary:
Name Rackspace Email Scam
Threat Type Phishing, Scam, Social Engineering, Fraud
Symptoms Unauthorized online purchases, changed online account passwords, identity theft, illegal access of one's computer.
Distribution methods Deceptive emails, rogue online pop-up ads, search engine poisoning techniques, misspelled domains.
Damage Loss of sensitive private information, monetary loss, identity theft.
Malware Removal (Windows)

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There are many different spam campaigns online. Scammers use them to trick people into providing personal details or to blackmail recipients by stating that they have obtained compromising material (humiliating photos, videos, and so on) and then to extort money from them by making threats to leak the material. Some examples of such email scams are I Am A Spyware Software Developer, So I'm The Hacker Who Broke Your Email, and I'm A Programmer Who Cracked Your Email. Cyber criminals also use these campaigns to proliferate computer infections such as TrickBot, Emotet, AZORult, Adwind, and other viruses. The main purpose of these emails is to trick people into downloading and opening the presented malicious attachment or a website that leads to such a file. Attached malicious files are usually MS Office documents, PDF files, archive files (such a ZIP, RAR), executables, and others. Malicious programs distributed through these spam campaigns are often used to steal data: banking details, passwords/logins, and other personal/sensitive information. Thus, having a computer infected with viruses of this type might cause financial loss, privacy or browsing safety issues, and "backdoors" to be opened for other computer infections to exploit. These infections are commonly trojan-type programs that proliferate other viruses such as ransomware.

We receive a great deal of feedback from concerned users about this scam email. Here is the most popular question we receive:

Q: Hi pcrisk.com team, I received an email stating that my computer was hacked and they have a video of me. Now they are asking for a ransom in Bitcoins. I think this must be true because they listed my real name and password in the email. What should I do?

A: Do not worry about this email. Neither hackers nor cyber criminals have infiltrated/hacked your computer and there is no video of you watching pornography. Simply ignore the message and do not send any Bitcoins. Your email, name, and password was probably stolen from a compromised website such as  Yahoo (these website breaches are common). If you are concerned, you can check if your accounts have been compromised by visiting the haveibeenpwned website.

How do spam campaigns infect computers?

Note that spam email campaigns used to proliferate computer infections through malicious attachments (or web links) can only cause damage when permission to install a particular virus is granted. For instance, if the attached file is a Microsoft Office document, it will ask to allow to enable macro commands when opened. If permission given, the malicious attachment can download and install a malicious program. If the presented attachment is an archive file, its contents must first be extracted, and then an executable file executed. In summary, these attachments cannot download or install any infections if they remain unopened.

How to avoid installation of malware?

Analyze received emails with care. Do not open attachments that are presented in irrelevant emails or are received from unknown (suspicious) email addresses. Download and install software with care. Check "Custom", "Advanced", and other settings/options of all download/installation set-ups. Deselect any additionally-included applications and only then complete the process. Avoid using third party software downloaders and installers (use official sources only), since these are often used to promote rogue applications that install or download unwanted apps. Update software using tools or implemented functions provided by official software developers. We strongly recommend that you avoid using third party software updaters, which are usually fake and dubious. Furthermore, use Microsoft 2010 or later, since these versions include "Protected View" mode that prevent malicious attachments from downloading and installing computer infections. If you have already opened malicious attachments, we recommend running a scan with Malwarebytes for Windows to automatically eliminate infiltrated malware.

Text presented in the "Rackspace" email message:

New Ticket
A Rackspace support ticket has been created for your Cloud account.

Ticket #: 30058-ord-0000536
Status Pending Customer
Created 30 December 2018
Cloud Servers
Recipients **********
Affected Devices **********

View Ticket Details

Want to manage all your tickets on-the-go?
Download our app to quickly view product status and
communications from Rackspace.

© 2019 Rackspace US. Inc. Support: +1-877-934-0407

Screenshot of a deceptive (fake Rackspace) website designed to steal login and password details:

fake Rasckspace website designed to steal password and login

Instant automatic malware removal: Manual threat removal might be a lengthy and complicated process that requires advanced computer skills. Malwarebytes is a professional automatic malware removal tool that is recommended to get rid of malware. Download it by clicking the button below:
▼ DOWNLOAD Malwarebytes By downloading any software listed on this website you agree to our Privacy Policy and Terms of Use. To use full-featured product, you have to purchase a license for Malwarebytes. 14 days free trial available.

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How to remove malware manually?

Manual malware removal is a complicated task - usually it is best to allow antivirus or anti-malware programs to do this automatically. To remove this malware we recommend using Malwarebytes for Windows. If you wish to remove malware manually, the first step is to identify the name of the malware that you are trying to remove. Here is an example of a suspicious program running on a user's computer:

malicious process running on user's computer sample

If you checked the list of programs running on your computer, for example, using task manager, and identified a program that looks suspicious, you should continue with these steps:

manual malware removal step 1 Download a program called Autoruns. This program shows auto-start applications, Registry, and file system locations:

screenshot of autoruns application

manual malware removal step 2Restart your computer into Safe Mode:

Windows XP and Windows 7 users: Start your computer in Safe Mode. Click Start, click Shut Down, click Restart, click OK. During your computer start process, press the F8 key on your keyboard multiple times until you see the Windows Advanced Option menu, and then select Safe Mode with Networking from the list.

Safe Mode with Networking

Video showing how to start Windows 7 in "Safe Mode with Networking":

Windows 8 users: Start Windows 8 is Safe Mode with Networking - Go to Windows 8 Start Screen, type Advanced, in the search results select Settings. Click Advanced startup options, in the opened "General PC Settings" window, select Advanced startup. Click the "Restart now" button. Your computer will now restart into the "Advanced Startup options menu". Click the "Troubleshoot" button, and then click the "Advanced options" button. In the advanced option screen, click "Startup settings". Click the "Restart" button. Your PC will restart into the Startup Settings screen. Press F5 to boot in Safe Mode with Networking.

Windows 8 Safe Mode with networking

Video showing how to start Windows 8 in "Safe Mode with Networking":

Windows 10 users: Click the Windows logo and select the Power icon. In the opened menu click "Restart" while holding "Shift" button on your keyboard. In the "choose an option" window click on the "Troubleshoot", next select "Advanced options". In the advanced options menu select "Startup Settings" and click on the "Restart" button. In the following window you should click the "F5" button on your keyboard. This will restart your operating system in safe mode with networking.

windows 10 safe mode with networking

Video showing how to start Windows 10 in "Safe Mode with Networking":


manual malware removal step 3Extract the downloaded archive and run the Autoruns.exe file.

extract autoruns.zip and run autoruns.exe

manual malware removal step 4In the Autoruns application, click "Options" at the top and uncheck the "Hide Empty Locations" and "Hide Windows Entries" options. After this procedure, click the "Refresh" icon.

Click 'Options' at the top and uncheck 'Hide Empty Locations' and 'Hide Windows Entries' options

manual malware removal step 5Check the list provided by the Autoruns application and locate the malware file that you want to eliminate.

You should write down its full path and name. Note that some malware hides process names under legitimate Windows process names. At this stage, it is very important to avoid removing system files. After you locate the suspicious program you wish to remove, right click your mouse over its name and choose "Delete".

locate the malware file you want to remove

After removing the malware through the Autoruns application (this ensures that the malware will not run automatically on the next system startup), you should search for the malware name on your computer. Be sure to enable hidden files and folders before proceeding. If you find the filename of the malware, be sure to remove it.

searching for malware file on your computer

Reboot your computer in normal mode. Following these steps should remove any malware from your computer. Note that manual threat removal requires advanced computer skills. If you do not have these skills, leave malware removal to antivirus and anti-malware programs. These steps might not work with advanced malware infections. As always it is best to prevent infection than try to remove malware later. To keep your computer safe, install the latest operating system updates and use antivirus software.

To be sure your computer is free of malware infections, we recommend scanning it with Malwarebytes for Windows.

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About the author:

Tomas Meskauskas

Tomas Meskauskas - expert security researcher, professional malware analyst.

I am passionate about computer security and technology. I have an experience of over 10 years working in various companies related to computer technical issue solving and Internet security. I have been working as an author and editor for pcrisk.com since 2010. Follow me on Twitter and LinkedIn to stay informed about the latest online security threats. Contact Tomas Meskauskas.

PCrisk security portal is brought by a company RCS LT. Joined forces of security researchers help educate computer users about the latest online security threats. More information about the company RCS LT.

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Malware activity

Global malware activity level today:

Medium threat activity

Increased attack rate of infections detected within the last 24 hours.

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