Skip to main content
To Customer Support To Customer Support
I have tried to remove the same virus several times but it has come back after a safe removal. The Trojen,dropper.gen and MSIexec.exe were captured in the log. I hace cleared my intenet files and cleared the issue in Safe Mode.

 

What else can I do to permanently remove the virus?
Hello Tom, welcome to the Webroot Community!

 

As you have already tried to allow WSA to remove the malware in Safe Mode without success, the best thing to do at this point is to submit a Trouble TIcket ASAP and allow Webroot Support to give you a hand with it.  This is a free service with your paid Webroot license.

 

While most of the time WSA is able to remove things without additional help, this does sometimes happen. 

 

I hope this helps!
@ wrote:

I have tried to remove the same virus several times but it has come back after a safe removal. The Trojen,dropper.gen and MSIexec.exe were captured in the log. I hace cleared my intenet files and cleared the issue in Safe Mode.

 

What else can I do to permanently remove the virus?

Hello and Welcome to the Community TomDeech!

 

EDIT shroTcircuiTbeat me again! LOLs

Please issue a Support Ticket so that they can look at this for you. This is free of charge with an active subscription.

 

 

Let us know how it goes so that we can help others! Ok?

 

Thanks,

 

 
I'm having the same problem and will be watching for a solution.   thanks

 
@ wrote:

I'm having the same problem and will be watching for a solution.   thanks

 

The best solution at the moment will be for you to submit a Trouble Ticket to get it off of your computer as soon as possible as was suggested by @ previously.

 

Webroot Support will not provide manual removal directions to this thread or post them onto the Community, and often they may use other tools/downloads that would not be posted in here or available for download without the assistance of Support.

 

 :)

Reply


Terms & Conditions