Is there a way to connect remotely to my friends computer to help her get rid of a virus...

Hi Doc13
 
Yes ther are ways and the one I would recommend (and which I use myself) is the freeware version of TeamViewer...the person that you are looking to communicate with does not even have to install a version on their machine just run the portable version.
 
I would check out their website and investigate the options. It is safe and secure, or at least as safe and secure as that sort of software can be...but WSA will protect you at your end anyway.
 
EDIT: what yo cannot do is use your version of WSA on your system to scan and clean hers...but why not download a trial version of WSA onto her system and use that remotely...and who knows, she may even decide to keep it once she sees how good it is.
 
Regards, Baldrick

Thank you Baldrick,
Where can I get the trial version of WSA? Is it on the WebRoot site? Also where do I get the freeware version of TeamViewer, put it in Google? She just downloaded and installed Windows 10 (which I have had for quite a while and love it by the way) but she didn't get rid of the malware first.
Thank you bunches,
Doc13

Hi Doc13
 
You are most welcome.
 
You can get a trial version from here. And I will PM you very shortly with the link for the free version of TeamViewer as it is not really appropriate for me to put that up in the Webroot forum.;)
 
Regards, Baldrick
 
 

Hi Baldrick,
Thank you again for the link and the PM! I did find the team viewer but decided to have my friend down load the trial version of WSA. It caught the malware (2 of them) but as soon as she closed WSA she got pop ups again. She's going to call them tomorrow and see if they can help her out.
Thank you so much again and for replying as quickly as you did!
Doc13

Doc13 wrote: It caught the malware (2 of them) but as soon as she closed WSA she got pop ups again. She's going to call them tomorrow and see if they can help her out.

Hello ? On no account call any of the numbers that appear on pop-ups...they are scam numbers. Unless I misunderstand your meaning?   
 
FYI: 
  
Neither Microsoft nor any other company sends emails, pop ups, or phone calls of any kind advising that you may have a problem.
 
If you clicked anything links, allowed them to remote into your computer, or went to any web sites please submit a Trouble Ticket ASAP.  (Now would be a good idea....)
 
If you would like more information, read on (After submitting that Trouble Ticket.....)
 
NEWS ARTICLE: Tech Support Scams are on the rise.
 
 
Microsoft never issues this type of warning or email or anything of a sort!  Please see the following link for Microsofts official word on this:
http://www.microsoft.com/security/online-privacy/avoid-phone-scams.aspx
 
"Neither Microsoft nor our partners make unsolicited phone calls (also known as cold calls) to charge you for computer security or software fixes.
 
Cybercriminals often use publicly available phone directories so they might know your name and other personal information when they call you. They might even guess what operating system you're using.
 
Once they've gained your trust, they might ask for your user name and password or ask you to go to a website to install software that will let them access your computer to fix it. Once you do this, your computer and your personal information is vulnerable."
 
Also see Avoid scams that use the Microsoft name fraudulently
http://www.microsoft.com/security/online-privacy/msname.aspx 
 
 
For more information here iwhat the United States Federal Trade Commission has to say on the subject::
http://www.consumer.ftc.gov/articles/0346-tech-support-scams
 
"In a recent twist, scam artists are using the phone to try to break into your computer. They call, claiming to be computer techs associated with well-known companies like Microsoft. They say that they’ve detected viruses or other malware on your computer to trick you into giving them remote access or paying for software you don’t need.
 
These scammers take advantage of your reasonable concerns about viruses and other threats. They know that computer users have heard time and again that it’s important to install security software. But the purpose behind their elaborate scheme isn’t to protect your computer; it’s to make money."
 
This scam is common and has been around for quite a while.  Here is a good Webroot Blog article from April 2013 by Threat Researcher Roy Tobin.
http://www.webroot.com/blog/2013/04/30/fake-microsoft-security-scam/
 
Also add a good free Ad Blocker like the ones suggested below:
 
For Internet Explorer Ad Block Plus: https://adblockplus.org/
 
For Firefox uBlock: https://addons.mozilla.org/en-US/firefox/addon/ublock-origin/?src=ss or Privacy Badger: https://addons.mozilla.org/en-us/firefox/addon/privacy-badger-firefox/

 
Google Chrome uBlock: https://chrome.google.com/webstore/detail/ublock-origin/cjpalhdlnbpafiamejdnhcphjbkeiagm?hl=en or Privacy Badger: https://chrome.google.com/webstore/detail/privacy-badger/pkehgijcmpdhfbdbbnkijodmdjhbjlgp
 
 

Hi Doc13
 
You are most welcome...glad to be able to assist.
 
Regards, Baldrick

Hi Dermot7,
Not to worry, I had already told my friend not to click on anything. The call I was talking about was to WebRoot Support as she got the trial and it did state on their site that she gets 24/7 support with her trial version of WSA. Thank you very much for all the info. and I will pass it on to her as far as the Ad Blockers. I'm sure she'll appreciate using the blocker to which ever she uses, whether it be Mozilla, Fire Fox, etc. Thank you again for taking the time to write; very much appreciated!
Doc13

Hi Doc13
 
Please do not get your friend's hopes up re. the ad blockers...if the popups are due to PUAs as we have discussed offline as a possibility then the ad blockers will have no impact as they will only work in browser.
 
I am not saying that they are useful to have anyway, for use in conjunction with browser usage, but caution should be exercised in case they are expected to resolve the issue and they do not.
 
Regards, Baldrick

Hi Baldrick,
I will be careful as far as not getting her hopes up. When I do get in touch with her I'll let her know. She has no idea how she got them in the first place but I have a feeling her son was on the computer and didn't tell her. Thank you again for all your help!
Doc13