@ wrote:

Long story:  I was trying to update a more secure version on an online banking website, when I got the trojan "TROVI", at the time my Norton had expired through X-FINFITY/ COMCAST.  They tell you they have norton to protect you online, but it has to be renewed manually through them annually.  How nice of them to share this with their customers.  So anyways, completely unprotected, I am advised I need to download some crap to allow me to use the new "SAFER" banking web-site.  This is when I contracted "TROVI" which seems to be causing a lot of freeze ups and a SLLLLLLLOOOOOOOOWWWWW  computer.  CAn I safely uninstall IE, since it only seems to be affecting IE, and re-install it?  Or should I restore my PC?  If so, will I lose all files/ pics that have not been backed up?  

Welcome ERRNNICOLE  To the Community Forum! I would suggest a Support Ticket here so they can look at this serious issue! Do you have Webroot installed on your PC?

Please get back to us even if this is resolved so that we can assist others!

Thank you,

 

 

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Hi ERRNNICOLE

 

Welcome to the Community Forums.

 

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. As Sherry has already correctly advised 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 also 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.

To help avoid PUA's in the future, remember to read all of the information when installing or updating software (Adobe downloads often have those "extra special offers"attached... PUA'S!: often the PUA included will be mentioned, and you can opt out of installing it.  Those check boxes you see? Usually only one of them is for the User Agreement of the software you want, the others are for the junk you don't.

 

 I hope this helps you both understand, and resolve the problem and if not please let us know, and we will see what more we can do to help!

 

Regards

 

 

Baldrick

 

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Thank you so much for your time for your help!  I am very glad to have the forum this WR community offers!  I now can get rid of my problems that always were such a pain (Painfully Unintential Acquisistion)!  Ha Ha.  

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Hello that's great to hear! Can you tell me what version of WSA you have? http://www.webroot.com/us/en/home/products/compare

 

Thanks,

 

Daniel 😉

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Hi ERRNNICOLE

 

You are most welcome.  Glad to hear that we can have been of help. :D

 

Regards

 

 

Baldrick

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