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Hi,

 

Earlier today, after speaking with a customer service rep, I purchased Webroot Internet Security Complete. I purchased the prodcut specifically to help remove the following trojan: TrojanClicker:J/Chroject.A (as identified by Windows Essentials). However, although Webroot has scanned my computer twice, it does not find the trojan. Instead, Webroot indicates my computer is clean.

 

This trojan replicates itself approximately every 30 seconds. Windows Essentials continues to identify the trojan and then I do a manual clean. However, I want to eliminate the source of the trojan, so that it does not continue to replicate itself. How can I get Webroot to identify and remove this trojan? Thanks.

 

Don
Hello Don, welcome to the Community!

 

Please submit a Trouble Ticket ASAP to have Webroot Support help you with this.  This is FREE with you valid WSA license.

 

 
How do I submit a Trouble Ticket? I clicked on the Trouble Ticket link, but it appeared as though I would just be submitting another question. Thanks.

 

Don
That is ok, that is how the ticket form looks 🙂  It is bit confusing the first time you use it.  Note: After you have submitted it, please do not submit any other comments on the ticket form.  Wait for Support to contact you.  If you enter into the ticket form again, the system thinks you are posting a new issue and you can be dropped to the back of the queue.

 

We can do a LOT of troubleshooting here on the Community, and we get a lot of things fixed, but when it comes to an active infection we do have to refer you to Support.
Okay. Thanks. I was also waiting on the phone for tech support. I just spoke with Raymond and he will contact me at 2:30 MST to look at the problem. Thanks.
Excellent :)

 

Again, we can help with quite a few things here, but not actual virus removal.  Any time you have a question or a problem, please let us know... we are more than happy to help when we can!
Ramond logged into my PC and worked with me on the problem. Raymond (and another team member) did not find the cause of the problem. He indicated that it was strange. He is collecting data and he will escalate the problem.
Thank you for letting me know what the status is!  I would really like to hear what ends up happening when it is all said and done! 

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