I got a popup that said I have a virus. I can't run the virus scan as it says it cannot connect to t

I received a popup that said I had been infected with a virus. I got no notification from Webroot, however, I cannot run a virus scan as it tells me that it cannot access the Internet. A scan had preveiously been run about 15 or so hours prior to getting this popup. I need help. 

Joyce Gardner

Click on the WebRoot green icon in the lower tray on your PC screen.  Click Utilities; then click System Control; Click Start; On the next screen, look for any Monitor processes listed in column 4..  If you see one running on Win10 that says netman in a strange C;/Window/digisearch7 directory, change the permission to Deny in column 5.  Then if all return to your computer, right click; press Prt Scn and paste the screen into an email or word document.  Then right clight on the same process and click terminate.
 
Webroot Support may be able to help;  do not call that Mad4Ads number;  Or, do enlist local support.  You have an infected program and directory.  Using Webroot, you can boot into safe mode and remove the files in the directory.  Hopefully, you have a PC backup from prior to the start of all this if needed.
 
Regards Kev

Hello JoyceAnn
 
Welcome to the Webroot Community,
 
Would you tell me if you are running a PC or a Mac computer? You should stop the scan and reboot. Let us know if you still have a scanning issue with Webroot.
 
If you are seeing random a “Warning! Your Computer May be Infected” pop-up and your PC, ts infected with an adware or a potentially unwanted program.This is a Scam especially if Webroot did not detect a threat/virus/
 
What you are seeing and describing sounds like it may 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.
 
 
 
 

Sherry
 
I have a MAC. This happened last evening and while the computer seems to be working ok in other respects, when I try to run a virus scan, it tells me that Webroot cannot connect to the internet to get information. I'm just not sure where to go from here. 
 
Any help would be appreciated. 
 
Joyce

Hi JoyceAnn
 
Have you restarted your Mac? I belive a uninstall/reinstall of Webroot will correct this issue.Please cancel the scan.
 
To uninstall Webroot SecureAnywhere, follow the instructions below.

1. Shut down SecureAnywhere by clicking the Webroot icon [img]http://sw.nohold.net/Webroot/Images/wsa_icon.png[/img] in the menu bar and selecting Shut Down SecureAnywhere. [img]http://sw.nohold.net/Webroot/Images/macwebrootmenushutdown.png[/img] If prompted, confirm that you want to shut down SecureAnywhere.  
2. Open the Finder by clicking the Finder icon [img]http://sw.nohold.net/Webroot/Images/mac_finder_icon.png[/img] in the dock.  
3. Open the Applications directory. [img]http://sw.nohold.net/Webroot/Images/mac_click_applications.png[/img]  
4. Click and drag the Webroot SecureAnywhere program icon into the Trash [img]http://sw.nohold.net/Webroot/Images/mac_trash_icon.png[/img] in the dock. A confirming window appears.  Click Uninstall. [img]http://sw.nohold.net/Webroot/Images/macuninstallwsa.png[/img] Webroot SecureAnywhere is now uninstalled.  There is no need to restart your computer.  

Reinstall Webroot
 You can install SecureAnywhere on Mac OS X 10.7 and above. An Internet connection is required to install the software.

To install the software:
 

1. Click here to download the SecureAnywhere  installer to your Mac. Or Click here if you have the Best Buy Geek Squad Subscription service.
2. Double-click wsamac.dmg to open the installer.
3. Drag the Webroot SecureAnywhere icon into the Applications folder. [img]https://uploads-us-west-2.insided.com/webroot-en/attachment/20009i5A795A42A96979B5.png[/img]  
4. In the first activation window, enter your keycode and click Activate.

If you prefer you can always Submit a Support Ticket free of charge with your Webroot susbscription.
 
Hope this helps?

Hello ?,
 
I just want to also mention...If you are using Safari then you can add a Adblocker such as Adblock Plus.
 
I am running this on my Mac as well.;)