Report misuse of Lavawall.

Did a Lavawall window send you here?

You may have opened an attachment or a download that looked like an invoice, a PDF, a voicemail or another document, and a Lavawall window said the file had been renamed for a phishing attack. Or a Lavawall window warned you that Lavawall also allows remote administration, named the organization that would get access to your computer, and you pressed a key to stop the installation. Either way, nothing was installed.

Lavawall lets an organization’s IT team look after its computers, including working on them remotely. That is only appropriate when your organization has authorized it. If you did not expect it, do not continue.

What to include in your report

• The reference code (for example K7QM-2XRT) and the organization ID shown in the Lavawall window. If you used the link in that window, they are already filled in; otherwise copy them from the window into the form.
• The email or message you received. Copy it and paste it into the report: its formatting, pictures and links come through. Include the sender’s address, the subject and when it arrived.
• Where the file came from: the name of the file you opened, and the link or attachment it came from, if you remember them.

You can also attach files, up to 20 MB in total: screenshots, the original email saved as a file (in Outlook, drag the email to your desktop, or choose File, then Save As), or the file you opened. Attachments are packed into a password-protected archive before they reach our team, so nothing in them can run by accident.

What to do now

• Do not open the file again, and delete the email after you report it.
• Tell your IT provider or your organization’s IT contact, using a phone number or address you already trust, not one from the email.
• If you typed a password after opening the email, change it.

If Lavawall was already installed

If the installation continued before you could stop it, disconnect the computer from the network (unplug the cable or turn off Wi-Fi), then remove Lavawall:

• Windows: open Command Prompt as administrator and run "C:\Program Files\Lavawall\LavawallWin.exe" -x
• Mac: open Terminal and run sudo /usr/local/opt/user_agent/LavawallMac -x
• Linux: run sudo /opt/lavawall/user_agent/LavawallLin -x

Then report it below, and tell your IT provider or a trusted IT professional so they can check the computer. Once we confirm the misuse, we can also cut off the account the installer belongs to.

If your IT provider asked you to install Lavawall

Confirm the request with them through a different channel than the one it came from (for example, by phone if the request came by email) before you try again. Lavawall shows the name of the IT provider and organization that requested each installation, so you can check that it matches.

What happens next

We review the Lavawall account the installer belongs to and act on misuse of our services. We may contact you if we need more detail. You can use the same form to report any other misuse of Lavawall, such as an account used to target people or organizations.

Lavawall cooperates with law enforcement and reports suspected malicious activity to the appropriate authorities. Read how Lavawall prevents abuse.

If your computer is acting strangely, disconnect it from the network and contact your IT provider.