Hello Dave 1066,

 

Welcome to the Community Forum,

 

How long is this taking to remove this threat? Mainly Webroot qurantines the threat and has to rescan to make sure it's gone. Here is some information below and the USER GUIDE as well

 

In most cases, SecureAnywhere automatically detects threats and quarantines the items for you. However, if it detects a potential threat or an item it does not recognize, it prompts you to manage the item.



To manage threats:

1. If you recognize the filename, deselect the Remove checkbox next to the item name (click in the box so the checkmark is removed). Do not restore the file unless you are absolutely sure that it is legitimate.
   
2. If you DO NOT recognize the filename, keep the item selected (do not click inside the box to remove the checkbox).
   
   SecureAnywhere moves the threat to quarantine, where it is rendered inoperable. You do not need to delete it or do anything else.

After SecureAnywhere moves the threat to quarantine, it launches another scan to make sure your system is clean.

 

 

Hope this helps,

 

 

Kind Regards,

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Thanks for your response.  I startedthe removalabout an hour ago and the progress bar has hardly moved.  Should I log off and restart the process?

 

 

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Hello Dave1066,

 

Are you able to start your system in safemode with Networking and scan again with Webroot? If you need to know how to boot up in safe mode then give me a holler!

 

This would be my advice if it were me but maybe @ can advise here as well?

 

 

Regards,

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I see now that the status column says it is queued although the message says the threat removal is in progress.

 

Dave1066

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In some cases this issue may be solved very simply by booting the computer in Safe Mode with Networking

and running the program there. 

 

Safe Mode with Networking loads a default video driver at a low resolution or screen depth which may cause your software and desktop to change appearances. To access this mode of Windows please follow the steps listed below:

 

1. Restart the computer.

 

2. When you see the black-and-white Starting Windows bar at the bottom of the screen, repeatedly tap the F8 key until the Windows Advanced Options menu appears.

 

3. Use the Arrow keys to select Safe Mode with Networking and press Enter.

 

4. When you are asked to login to Windows please login to your account.

 

5.   

       Open SecureAnywhere and click the 'cog' beside 'PC Security'.

       On the Scan & Shields tab, select Custom Scan.

       Select deep scan from the Customized Scan Window and Click Start Scan



6. After the scan has run then restart your computer to see if that has fixed the problem.

 

If this does not helps, please Open a Support Ticket 

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Hello Dave1066,

 

You can either wait or sign off and go in SafeMode with Networking. Webroot can continue from there.

 

 

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Hello @ ,

 

It's been about an hour or so and I was wondering how things are going for you?

 

Are you needing Support or has this threat been taken care of by Webroot.

 

It's always nice to know so that we can help others in similiar situations.;)

 

 

 

Kind Regards

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Hi Sherry

 

I signed off and tried togo into safe mode when starting back up,  My PC wouldn't go into safe mode but I started a scan right away. I started a scan right away and it seemed to catch the malware then.  I looked at thelog and it definitely got the culprit(s).

 

Everything appears to be alright now.

 

Thanks for your suggestion.

 

Dave1066

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Sure thing Dave1066,

 

Glad you got it sorted.  Thanks for letting us know Dave!!:D

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