Hey Dee,

Webroot focuses on active threats that are actually loaded into memory or are set to be loaded into memory. If the files are just sitting around in a location and Windows isn't touching them they are not really a threat and it's possible the WSA wouldn't see them during a normal scan.

 

Can you post the logs of the other company's antivirus? Also, can you right click the Webroot icon > save scan log, make sure it doesn't contain any personal information, and paste the last few days of text here?

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I tried (twice) to send part of the Webroot log and a print screen of the other vendor's software Trojan found message,

but I receive an error message that I can't send over 100,000 characters.  I don't know what detail you need to see

in the Webroot log that I could remove to make it shorter?

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Hi Dee,

Can you include the last 40 lines or so of the WSA log? You can also upload the screenshot to imgur.com if it's not working for you here.

 

Although I do love fighting viruses and fixing problems, this is probably something best handled through Webroot support. They are still open and you can get directly connected with them. I assume you're using the home product, correct?

 

Submit a ticket

-Or-

Call 1-866-612-4227

M-F 7am?6pm MT

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Thanks for you response, as I submitted a ticket to Webroot Support this morning.

This is for a business.

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