Hi I am Goober and I am glad to be here. A true believer in Webroot Secure Anywhere Complete and it is GREAT!!!
Although, I would love for someone to answer this question for me. I just ran a complete scan using Stopzilla AVM and found two (2), Trojan.Win32.J.giframe (v) viruses, and done this after running a complete scan with my Webroot!!! Can somebody PLEASE tell me why Webroot did not catch this? My Stopzilla AVM has those viruses quarintined thank goodness for they are pretty dangerous! Help me to understand please!!!
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Hi Goober! Welcome to the Webroot Community!
One thing to keep in mind is that the nameing of a 'virus' is sometimes rather arbitrary. What one AV vendor calls a virus or trojan may actually be merely non harmful, yet annoying, 'adware' that causes pop up ads on a computer or possibly opens new browser windows/tabs in order to display advertising content. A quick lookover this particular one you mention leads me to think that it may well be NOT malicious, but one of those annoying adware crap.
We have a name for these here... we call them PUA's. What follows is an admittedly long explanation that also includes suggestions on how to remove these PUA's as well as how to avoid them in the first place. WSA does indeed detect many of these, but as they are not actually malicious or harmful, it does not detect all of them.
If at any time you do not wish to read any further or just need help, please submit a Trouble Ticket and have Webroot Support take a look and remove this from your computer. This is free of charge to anyone with a valid WSA license.
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What you are seeing and describing sounds like it may be what we on the Community refer to as a PUA. (Potentially Unwanted Application)These are very annoying at best in that they cause pop-us, redirect your browser home page, and other behavior that may slow down the computer and direct ads your way, but they are not actually doing anything bad like damaging files or stealing information. Often they are installed intentionally by you the user as browser add-ons for various tasks such as quick search tools.. but they also come with the result of added annoying pop-ups and ads. Other times they 'piggy back' with other software that you installed, or try to 'sneak' onto your system entirely.
WSA does detect and remove many PUA's, and more are being added, but WSA does not detect all of them. A simple browser add-on with PUA behavior that is easy to identify and easy to remove is not likely to be detected and removed by WSA. Those that are intentionally difficult to locate and remove are. Please see THIS LINK for more information regarding Webroot's stance on these annoying programs.
For those that are not detected by WSA, please see this KB Article. It has some easy to follow directions on locating and removing PUA's. You may also want to submit a Trouble Ticket, especially if you cannot remove it easily from the directions in the KB Article.
For those that ARE detected by WSA, but cannot be removed automatically, you can submit a Trouble Ticket. Webroot Support will help you get these annoying 'crapware' off your computer at no extra charge, and the additional examples may help to better automatic removal of that particular PUA for all users in the future.
To make sure that your WSA is checking for PUA's with the best proficiently, it sometimes helps to reset the PUA detection within WSA's settings. For PUA's that had previously been scanned and determined to be OK, but have since been added to detection/removal, you may want to complete the following steps:
I hope this helps you both understand, and resolve the problem and if not please let us know!
NOTE: As noted above, PUA's that:
are often NOT detected and removed. This is partly for legal reasons: the source of the download can complain about it's extra software being blocked automatically by Webroot. There may be to allow WSA to recognize and block a LOT more PUA's than it currently can. Please see THIS IDEA for more information, and give a KUDO if you agree. User Idea requests are noted by the Webroot Team, and the more Kudo's on an Idea the more likely we may see dev time devoted to it.
Thanks!
One thing to keep in mind is that the nameing of a 'virus' is sometimes rather arbitrary. What one AV vendor calls a virus or trojan may actually be merely non harmful, yet annoying, 'adware' that causes pop up ads on a computer or possibly opens new browser windows/tabs in order to display advertising content. A quick lookover this particular one you mention leads me to think that it may well be NOT malicious, but one of those annoying adware crap.
We have a name for these here... we call them PUA's. What follows is an admittedly long explanation that also includes suggestions on how to remove these PUA's as well as how to avoid them in the first place. WSA does indeed detect many of these, but as they are not actually malicious or harmful, it does not detect all of them.
If at any time you do not wish to read any further or just need help, please submit a Trouble Ticket and have Webroot Support take a look and remove this from your computer. This is free of charge to anyone with a valid WSA license.
--------------
What you are seeing and describing sounds like it may be what we on the Community refer to as a PUA. (Potentially Unwanted Application)These are very annoying at best in that they cause pop-us, redirect your browser home page, and other behavior that may slow down the computer and direct ads your way, but they are not actually doing anything bad like damaging files or stealing information. Often they are installed intentionally by you the user as browser add-ons for various tasks such as quick search tools.. but they also come with the result of added annoying pop-ups and ads. Other times they 'piggy back' with other software that you installed, or try to 'sneak' onto your system entirely.
WSA does detect and remove many PUA's, and more are being added, but WSA does not detect all of them. A simple browser add-on with PUA behavior that is easy to identify and easy to remove is not likely to be detected and removed by WSA. Those that are intentionally difficult to locate and remove are. Please see THIS LINK for more information regarding Webroot's stance on these annoying programs.
For those that are not detected by WSA, please see this KB Article. It has some easy to follow directions on locating and removing PUA's. You may also want to submit a Trouble Ticket, especially if you cannot remove it easily from the directions in the KB Article.
For those that ARE detected by WSA, but cannot be removed automatically, you can submit a Trouble Ticket. Webroot Support will help you get these annoying 'crapware' off your computer at no extra charge, and the additional examples may help to better automatic removal of that particular PUA for all users in the future.
To make sure that your WSA is checking for PUA's with the best proficiently, it sometimes helps to reset the PUA detection within WSA's settings. For PUA's that had previously been scanned and determined to be OK, but have since been added to detection/removal, you may want to complete the following steps:
- Open Webroot SecureAnywhere
- Click on ‘Advanced Settings’ from the top right
- Select ‘Scan Settings’ from the left side
- Unselect the option “Detect Potentially Unwanted Applications”
- Click on the Save button (you may have to enter in a CAPTCHA)
- Reselect the option to “Detect Potentially Unwanted Applications”
- Click on the Save button
- Run another scan with Webroot and remove any items that get detected.
I hope this helps you both understand, and resolve the problem and if not please let us know!
NOTE: As noted above, PUA's that:
- Come in with other downloads
- Have a clear opt out ability prior to install
are often NOT detected and removed. This is partly for legal reasons: the source of the download can complain about it's extra software being blocked automatically by Webroot. There may be to allow WSA to recognize and block a LOT more PUA's than it currently can. Please see THIS IDEA for more information, and give a KUDO if you agree. User Idea requests are noted by the Webroot Team, and the more Kudo's on an Idea the more likely we may see dev time devoted to it.
Thanks!
Thanks so very much. That info was well recieved and very helpfull. Again, thank you.
You are most welcome of course. We have a lot of good people here and we enjoy helping whenever we can!
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