several viruses

  • 20 August 2015
  • 1 reply

I have 2 desktops with Windows and 1 iMac. my iMac is right now in the show on account of multiple viruses. Not a happy camper at all. Then when I click onto my account and look at teh prior scans its telling me no infection, on any of my computers. I am running programs on my 2 desktops now and have found several trojans. What the heck is going on. I purchased this program under the impression this would not happen.

1 reply

Userlevel 7
Badge +62
Hello ?,
Welcome to the Webroot Community,
Sorry to hear about your Mac being in the shop.
Webroot does have free suport which you could of submitted a support ticket and they would of resolved this for you. Webroot has excellent support dealing with Macs as also PCs.
Webroot also has a roll back feature What Happens if Webroot Misses a Virus?
But nevertheless what programs are you running may I ask that is telling you that you have Trojans.
Also what are the names of these trojans? You could most lkiely have PUAs? And that would be the reason WEbroot isn't picking these up.
Please read below about PUAs:
What you are seeing and describing could be what we on the Community refer to as a PUA. (Potentially Unwanted Application) These are very annoying at best in that they cause pop-us, redirect your browser home page, and other behavior that may slow down the computer and direct ads your way, but they are not actually doing anything bad like damaging files or stealing information. Often they are installed intentionally by you the user as browser add-ons for various tasks such as quick search tools.. but they also come with the result of added annoying pop-ups and ads. Other times they 'piggy back' with other software that you installed, or try to 'sneak' onto your system entirely.
WSA does detect and remove many PUA's, and more are being added, but WSA does not detect all of them. A simple browser add-on with PUA behavior that is easy to identify and easy to remove is not likely to be detected and removed by WSA. Those that are intentionally difficult to locate and remove are. Please see THIS LINK for more information regarding Webroot's stance on these annoying programs.
For those that are not detected by WSA, please see this KB Article. It has some easy to follow directions on locating and removing PUA's. You may also want to submit a Trouble Ticket, especially if you cannot remove it easily from the directions in the KB Article.
For those that ARE detected by WSA, but cannot be removed automatically, you can submit a Trouble Ticket.  Webroot Support will help you get these annoying 'crapware' off your computer at no extra charge, and the additional examples may help to better automatic removal of that particular PUA for all users in the future.
Hope this helps?
Kind Regards,