Hi @

 

 

Welcome to the Comunity Forum,

 

Can you tell me the name of this infection? Are you saying Webroot isn't removing this threat?

 

Please can you give me some more infrmation?

 

EDITED:  If Webroot isn't removing this threat then please do the following..

 

Can you run a deep scan in Safe Mode with Networking the instructions on how to do so are shown below. 

 

1. Start your computer in Safe Mode with Networking. For instructions on starting in Safe Mode with Networking

http://www5.nohold.net/Webroot/Loginr.aspx?pid=12&login=1&app=vw&solutionid=68

2. Open Webroot SecureAnywhere from the tray, start menu or desktop icon.

3. Click on the cog icon next to 'PC Security'. http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C2_Scanning/CH2e_Defining_Custom_Scan...

4. Open the 'Scan & Shields' tab.

5. Click the 'Custom Scan' button.

6. The default scan option is 'Deep'. Click Scan.



This will start a Deep Scan of your system. Please allow this scan to complete and remove any threats found. Once the scan is complete, you may restart your system normally. And please let us know if your issue persist as you may need to Submit a Support Ticket for further Expert help free of charge with your Active Subscription.

 

 

 

 

Kind Regards,

 

 

 

 

 

 

 

 

 

 

 

 

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Also while Webroot is performing a deep-scan, monitor the program to see what it is doing!  Webroot might require your attenction as to what do you want it to do with the infected file!  I have done that and once you take approiate action and tell Webroot what you want to do (either quarantee it or delete it) then that mark will go away and and webroot will indicated that your computer is protected and go green!  Hope this helps!

 

 

             Fred

 

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Hi davewild

 

Welcome to the Community Forums.

 

If I may add here...how exactly is WSA indicating to you that you still have an infection even after a scan?  There is sometimes some confusion about what the stats displayed on the main planel mean and some users do confuse this with believing that they are still infected/there is still a threat.

 

If WSA is showing Green as the colur of the main app panel then you are clean but if not Green then WSA is at that point saying that a threat/potential for infection exists and then you need to try what Sherry has advised...although from my experience I have found that one just needs to rerun a default scan (click on the Scan my Computer' button in the main panel) and that usually clears the issue, i.e., WSA goes Green or you are prompted with items to remove via the Quarantine panel.

 

Regards, Baldrick

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