Skip to main content
Customer Support Customer Support
Solved

Red shield with white cross

T
New Voice

I am having difficulty deleting malware infection. It is  showing as white cross on red shield. I have uninstalled and installed four times with same result. Any thoughts?

Best answer by Tevita

Eventually was connected by a technical guy operating out of the USA. He was able to offer a suggested fix, which appears to have worked. I uninstalled then reinstalled WSA. This involved the installation program running a full scan under a blue screen. Then when it identified a threat, instead of going through the ‘remove’ threat’ process, I unchecked the box associated with the threat file. I then ran a full scan again which resulted in the return fo the green screen indicating no threats exist.

I am  little concerned a subsequent full scan will identify the rogue file, but keeping fingers crossed.

View original

    ProTruckDriver
    Moderator

    Hello @Tevita 

    I would recommend getting in contact with Webroot Support with this problem. Please report back to the Webroot forum on what Support finds.

    Webroot Support:

    Submit a ticket

    Call 1-866-612-4227

    Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue.

     

    HTH,

    Dave

    Late 2015 ~ 5K ~ 27 inch iMac ~ macOS Catalina 10.15.7 ~ Clone & Backup with: SuperDuper - Time Machine & iCloud. PWM: RoboForm.  "An Apple a Day, Keeps Microsoft Away." 
    T
    New Voice
    • Tevita
    • New Voice
    • October 31, 2022

    Thanks Dave. How long do I wait for support to respond. Cannot get anyone to answer phone in Sydney office. Even sales section not picking up.

    T
    New Voice
    • Tevita
    • New Voice
    • October 31, 2022

    Hello. Hello. Is there anyone actually manning the Webroot support line. This reminds me very much of the lack of communication I encountered several years back with Webroot Support. It is excellent until you actually need support. Took several months for them to admit they had a technical glitch surrounding a Mac operating system update. No response yet to my plea way back then for compensation. 

    ProTruckDriver
    Moderator

    Sorry for the delay @Tevita Let me ping our Community Manager (Webroot Employee) @TylerM to see if he can help with this.

    Late 2015 ~ 5K ~ 27 inch iMac ~ macOS Catalina 10.15.7 ~ Clone & Backup with: SuperDuper - Time Machine & iCloud. PWM: RoboForm.  "An Apple a Day, Keeps Microsoft Away." 
    Jamesharris85
    New Voice
    Forum|alt.badge.img+4

    Can you provide a screenshot? What version of Windows are you running as well? Are there any written error messages you can share with us that might help provide more assistance?

    James Harris
    TylerM
    Administrator
    Forum|alt.badge.img+25
    • TylerM
    • Sr. Security Analyst & Community Manager
    • October 31, 2022

    @Tevita 

    Our phone Support was closed over the weekend but they are open now and every weekday

    Webroot Support:

    Submit a ticket

    Call 1-866-612-4227

     

    Message me your email that you created a ticket a ticket with and I can also have it escalated and they should be able to schedule a callback if that works better for you

    T
    New Voice
    • Tevita
    • New Voice
    • October 31, 2022

    I am trying to get someone to call me from the Sydney tech support. left several messages but no response. Appreciate if you could determine why I am having problems. 

    T
    New Voice
    • Tevita
    • New Voice
    • November 1, 2022

    I have received an email from webroot tech support asking for my best contact details. Promising but not banking on this being resolved before the weekend, when apparently there is no one manning the tech support lines. That is just not good enough . 

    TripleHelix
    Moderator
    Forum|alt.badge.img+63
    Tevita wrote:

    I have received an email from webroot tech support asking for my best contact details. Promising but not banking on this being resolved before the weekend, when apparently there is no one manning the tech support lines. That is just not good enough . 

    It’s best to Submit a Support Ticket then @TylerM can look into it for you!

     

    Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue.

     

    Thanks,

    Daniel - Microsoft MVP Consumer Security (2012-2016) Windows 10 Pro x64 for Workstations 22H2 on my Alienware 17R2 and Alienware 17R5 Laptops with Webroot SecureAnywhere Complete Beta Tester for PC & Android Moto G9 Plus OS 11. "Take Them to the Train Station" ¯\_(ツ)_/¯
    T
    New Voice
    • Tevita
    • New Voice
    • November 2, 2022

     I submitted a request for a support ticket several days ago.  I am trying not to load the system up with repeat requests for support because as you indicate it will put my first ticket at end of queue. How do I confirm that I have a support ticket in play?

    ProTruckDriver
    Moderator
    Tevita wrote:

     How do I confirm that I have a support ticket in play?

    @TylerM can check and see where your Support Ticket is and he can escalate it if necessary. Please wait for his reply here on the forum.

    Late 2015 ~ 5K ~ 27 inch iMac ~ macOS Catalina 10.15.7 ~ Clone & Backup with: SuperDuper - Time Machine & iCloud. PWM: RoboForm.  "An Apple a Day, Keeps Microsoft Away." 
    TylerM
    Administrator
    Forum|alt.badge.img+25
    • TylerM
    • Sr. Security Analyst & Community Manager
    • November 2, 2022
    Tevita wrote:

    I have received an email from webroot tech support asking for my best contact details. Promising but not banking on this being resolved before the weekend, when apparently there is no one manning the tech support lines. That is just not good enough . 

    I’m sorry you are having issues. We have support working Monday - Friday who will answer phones if you call the number we provided within the hours our tech support work. They have reached out to you for times that work best for you and support so you are on the right track to get this resolved. If you wanted ASAP then you would have to wait on hold during business hours and I would suggest calling the USA numbers

    T
    New Voice
    • Tevita
    • New Voice
    • November 4, 2022

    Eventually was connected by a technical guy operating out of the USA. He was able to offer a suggested fix, which appears to have worked. I uninstalled then reinstalled WSA. This involved the installation program running a full scan under a blue screen. Then when it identified a threat, instead of going through the ‘remove’ threat’ process, I unchecked the box associated with the threat file. I then ran a full scan again which resulted in the return fo the green screen indicating no threats exist.

    I am  little concerned a subsequent full scan will identify the rogue file, but keeping fingers crossed.

    Reply


    Terms & Conditions