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I am a non-techie and my virus protection at the time did not work.  I cannot find these ransomers anymore and I wonder if there is software out there that can de-encrypt the files.  The files are eml, Word, Excel, PDF, txt, and quicken formats.

Or, if this is not possible how would I go about finding these ransomers to get a key?

 

Thanks-
Hello and Welcome to the Webroot Community!

 

Can you please Submit a Support Ticket so they can help you right away. Also if need be you can call them!

 

Security Serviceshttps://tel:18666124268

 

Thanks,

 

Daniel ;)

 

EDIT: Did you have WSA installed before this happened? Do you have WSA installed at all?
I had another brand of virus protection at the time.  I did contact the webroot support team to see if they knew how I might retrieve my files. 

 

Thanks.
Great please lets us know if they can do anything the reason I asked you if you had WSA installed before the infection there was a very good chance that WSA could rollback your system to the pre-infection state please see this short video: https://community.webroot.com/t5/Webroot-Education/What-Happens-if-Webroot-quot-Misses-quot-a-Virus/ta-p/10202 so I hope all the best for you and maybe it's time to look at WSA for your security solution!! When you have time you can watch this Webinar on Ransomware and you will learn allot: https://community.webroot.com/t5/Techie/Webroot-Webinar-Evolution-of-Encrypting-Ransomware-Oct-23-2014/td-p/152171

 

Thanks,

 

Daniel 😉
EDIT: TripleHelix got here first LOL, but I am going to go ahead and leave my reply below.  /EDIT

 

If you now have a paid WSA license, AND WSA is installed, Support can take a look, but the chances of recovery are not good at all.  In order for WSA and Webroot Support to be able to recover encrypted files, WSA must be correctly installed and running at the time of infection : (

 

I would follow up on the Trouble Ticket just in case, if you have a valid WSA license at this time, but again do not expect excellent results in this case.

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