Hi@Dwalton,



Webroot is very good in preventing infections if it was installed on a PC before the infection occurres, but (like most other Antivirus) it isn't so good in cleaning already infected clients. Also Webroot has limited abilities to detect Adware, which is mainly because of legal reasons. This is also a problem which affects many Antivirus products and there are better specialized products available for that task.

But if you've already brought Webroot than you can contact their great support, who will gladly help you with cleaning your PC; this is a free service included for all subscriptions.

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Hi dwalton

 

Welcome to the Community Forums.

 

If I may precise a little as to what regnor has already advised?

 

WSA does detect and remove many PUA's (Potentially Unwanted Applications, as we know them in the Community, which include adware), and more are being added, but as regnor correctly advised, 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 regnor has already pointed out, quite correctly, you may also want to Open a Support Ticket, especially if you cannot remove it easily from the directions in the KB Article.  The same is true for those PUAs that ARE detected by WSA, but cannot be removed automatically.

 

Contacting Support not only helps you in the removal of this 'crapware' but also 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.

Finally, 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 then, regnor has already pointed out, please let us know!

 

Regards, Baldrick

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