I have a virus with 1-855-212-7201 message scam, while on Webroot today. Now my screen is frozen.
I was in Chrome this afternoon, as well as Windows Live Photo Gallery. I got an error message when I was in the whitepages for a reverse phone number. My screen froze up and I was told to contact Microsoft at 1-855-212-7201, which is a scam which tells you to send them $199 to fix it. I tried to restore the computer at an earlier date but whenever I go on Chrome, the screen blocks everything and all I can see is the error message with the 1-855 number. My Internet explorer works and my other programs, but I need Chrome to access my Adobe Flash upgrade. Why am I getting a virus since we've been members of Webroot for years? This is the 2nd virus since November 2014. I had the pay the Geek Squad at Best Buy $150 to clean our computer of a different virus. I try to say on legit websites and use Facebook, Outlook email, Youtube, Word documents, Excel documents and photo gallery. Why isn't Webroot detecting the problems and fixing them? According to other search sites, this virus is attached to Microsoft. I tried to go on the safe mode, but my computer Asus (2 years old) won't let me. I have Windows 7. What can I do? What can Webroot do to get rid of this virus?
Hi DOH
Welcome to the Community Forums.
Firstly, you are quite correct that this is a scam as, neither Microsoft nor any other company sends emails, pop ups, or phone calls of any kind advising that you may have a problem. Plus how would they know unless you had let them onto your system to take a look?
It sound like what you are seeing and describing sounds like it may be what we on the Community refer to as a PUA or Potentially Unwanted Application.
In general, these are very annoying at best in that they cause pop-us, redirect your browser home page, and other behaviour 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 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, which is effectively what you are seeing...attempting to lure you into paying for support.
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 behaviour 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, one can refer to this KB Article. It has some easy to follow directions on locating and removing PUA's.
However, given what you are saying you should Open a Support Ticket, and Webroot Support will help you get these annoying 'crapware' off your computer. This is a FREE OF CHARGE service for WSA users with an active/current subscription. So I would raise that ticket immediately.
To make sure that your version of WSA is checking for PUA's with maximum efficiency 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:
I hope this helps you both understand, and resolve the problem and if not please let us know!
Regards, Baldrick
Welcome to the Community Forums.
Firstly, you are quite correct that this is a scam as, neither Microsoft nor any other company sends emails, pop ups, or phone calls of any kind advising that you may have a problem. Plus how would they know unless you had let them onto your system to take a look?
It sound like what you are seeing and describing sounds like it may be what we on the Community refer to as a PUA or Potentially Unwanted Application.
In general, these are very annoying at best in that they cause pop-us, redirect your browser home page, and other behaviour 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 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, which is effectively what you are seeing...attempting to lure you into paying for support.
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 behaviour 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, one can refer to this KB Article. It has some easy to follow directions on locating and removing PUA's.
However, given what you are saying you should Open a Support Ticket, and Webroot Support will help you get these annoying 'crapware' off your computer. This is a FREE OF CHARGE service for WSA users with an active/current subscription. So I would raise that ticket immediately.
To make sure that your version of WSA is checking for PUA's with maximum efficiency 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
- Deselect 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.
I hope this helps you both understand, and resolve the problem and if not please let us know!
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
1 person likes this
Sorry to bother you again- you provided such great info, but I don't know if I'm doing it right. My Google Chrome screen is frozen with this on it: WINDOWS HEALTH IS CRITICAL DO NOT RESTART PLEASE CONTACT MICTOSOFT TECHNICIANS BSOD: ERROR 333 REGISTRY FAILUURE OF OPERATING SYSTEM - HOST: BLUE SCREEN ERROR 0x000000CE PLEASE CONTACT MICROSOFT TECHNICIANS AT TOLL FREE: 1-855-212-7201 TO IMMEDIATELY RECTIFY ISSUE TO PREVENT DATA LOSS. So, I can't get into Chrome to make the changes for the setting, since the blue screen takes up everything and it won't let me do anything since it's frozen. I tried the webroot deselect potentially unwanted applications, then reselected it, and then ran scan but it didn't catch anything. Regarding clearing out any unwanted software, I don't know what's supposed to be there and what's not supposed to be there. I dont' want to erase a program for documents, pictures, email or facebook. So I don't know what to do. I'd like to keep Google Chrome as my browser, but I can't get into it to change anything in it. Do I have to work off Explorer? Explorer and emaill works fine with no problem, so I'm guessing I don't have to fix anything there? The only problem is Chrome. Also, I don't know what to uninstall since I don't know what I'm supposed to have. Please help - I know I'm stupid, but I don't know how to fix this. Sorry for being so much trouble. Diane Brown
Hi Diane
No problem...I would not respond to the message you are being presented.
In the circumstances I would use Internet Explorer and I would immediately Open a Support Ticket and let the SupportTeam know about all of this by giving them a very brief description of your issue AND including a link to this thread (which is https://community.webroot.com/t5/Webroot-SecureAnywhere-Antivirus/I-have-a-virus-with-1-855-212-7201-message-scam-while-on-Webroot/m-p/199850/highlight/false#M15956 in case you do not know where to get it from) which will give them the detail you have already provided.
Hopefully they will be able to get in touch quickly and help you resolve this issue. As I think that I have said before this is a free service to WSA users with an active/current subscription.
Please let us know as soon as yo have done this and when they contact you to provide assistance.
Regards, Baldrick
No problem...I would not respond to the message you are being presented.
In the circumstances I would use Internet Explorer and I would immediately Open a Support Ticket and let the SupportTeam know about all of this by giving them a very brief description of your issue AND including a link to this thread (which is https://community.webroot.com/t5/Webroot-SecureAnywhere-Antivirus/I-have-a-virus-with-1-855-212-7201-message-scam-while-on-Webroot/m-p/199850/highlight/false#M15956 in case you do not know where to get it from) which will give them the detail you have already provided.
Hopefully they will be able to get in touch quickly and help you resolve this issue. As I think that I have said before this is a free service to WSA users with an active/current subscription.
Please let us know as soon as yo have done this and when they contact you to provide assistance.
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
1 person likes this
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