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I have the Mandiant/Interpol virus holding my computer for ransom.  I have run multiple Secure Anywhere scans and it has not been removed.  What do I need to do?  Please HELP!!

 

Scott
Hello iowackers and Welcome to the Webroot Community Forums!



 

 

Can you Submit a Support Ticket as they will get this fixed up for you ASAP!

 

Daniel 😉
Yes I did submit 2 tickest.  I also called and have been on hold for 30 minutes now.  I did not get a ticket number to reference. Sorry.

Scott
30 minutes? That's pretty weird....

 

Triple, do you have a link handy to those self-service virus removal instructions Webroot put out?
Hopefully a Webroot Staff Member will see this and make a comment! @ 

 

Daniel
Thanks guys. Really need to get rid of this and staying on hold for almost 40 minutes now seems ridiculous.

Scott
I agree iowackers, something must be wrong or there's some huge issue we haven't heard about.

 

You can pretty simply fix the issue yourself with WSA if you know how but I don't have the instructions handy. Try running this in the meantime.

http://www.microsoft.com/security/scanner/en-us/default.aspx
Thanks explanoit. i am running it now. Still on hold and getting tired of hearing" Use the community as an engineer is monitoring it and will respond quickly" Not so far:(
You can look here in WSA and set it Block if it's listed and do a scan that will remove it hopefully. http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C10_SystemControl/CH10b_ControllingProcesses.htm

 

Daniel
Thanks Triple, those were the instructions I was looking for.

 

I need to make a video guide to this some day
Or this Video even though it's from the 2012 version it still works the same. https://community.webroot.com/t5/Webroot-Education/What-Happens-if-Webroot-quot-Misses-quot-a-Virus/ta-p/10202#.UpOkuOLZG_o

 

Daniel
Thanks for chiming in, guys. TripleHelix, those are good resources while he's waiting for our Threat team.

 

Sorry about the wait, @ ! Guess they have quite a queue going right now.

 

I'm going to see if I can look up your ticket and do anything from my end, but it sounds like something the Threat team will need to specifically help with. 

 

 
Sincere apologies for the wait, iowackers.

 

Our team has been pretty busy today and it looks like our engineer @  was able to resolve this for you. :robothappy:

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