Inadequate scan results
My Webroot SecureAnywhere scan results reflected 4 active threats, but no further information on what they are or how to them. What good are those reults if I don't know the specifics about the threats and what steps I can take to remove them?
Hello bbayham, welcome to the Webroot Community!
To verify if there are any active threats remaining that WSA has not removed automatically, please take a look at this KB Article. (The areas marked with #2 indicate active threats remain.)
Please note that it is strongly suggested that users do not attempt manual threat removal of malware unless they are very advanced users. It is best to leave manual removal to an expert.
You can also see what specific threats have been deteced a couple of different ways.
1. If you are familiar with how to read the logs, you can save the logs to file and then open the text file.
2. You can also see the last 10 threats detected within the Account Console
In the even that WSA has detected but not removed an infection, the following is reccomended:
1) For more advanced users, you might try to boot the computer into Safe Mode With Networking. There are times when a dectected infection that cannot be automatically removed in normal mode can be removed in Safe mode.
2) Submit a Trouble Ticket to have Webroot Support assist you. This is a free service with your valid WSA license.
PLEASE do not attempt to use any other utility or manual removal methods after you have submitted a Trouble Ticket: doing so may make things much more difficult for Support, as well as possibly cause additional problems on the computer. Also, DO NOT add to your Trouble TIcket once you have subitted it until you have had a reply from Support. Doing so will cause the Ticket System into thinking you are submitting another new ticket and reset the date/time stamp and thus sending your Ticket to the back of the queue.
To verify if there are any active threats remaining that WSA has not removed automatically, please take a look at this KB Article. (The areas marked with #2 indicate active threats remain.)
Please note that it is strongly suggested that users do not attempt manual threat removal of malware unless they are very advanced users. It is best to leave manual removal to an expert.
You can also see what specific threats have been deteced a couple of different ways.
1. If you are familiar with how to read the logs, you can save the logs to file and then open the text file.
- Open WSA
- Click the gear tool next to Utilities
- Click the Reports tab
- In here you can save both the Scan Log and the Threat Log
2. You can also see the last 10 threats detected within the Account Console
- Log into the Console
- Click PC Security
- Click on the PC in question
- Click the Scan Information tab
- This will display the results of the last 10 scans. You may be able to click on any infected scan results for more information.
- Click on the Recent Malicious files Detected tab
- you can now see the last 10 specific infections infected.
In the even that WSA has detected but not removed an infection, the following is reccomended:
1) For more advanced users, you might try to boot the computer into Safe Mode With Networking. There are times when a dectected infection that cannot be automatically removed in normal mode can be removed in Safe mode.
2) Submit a Trouble Ticket to have Webroot Support assist you. This is a free service with your valid WSA license.
PLEASE do not attempt to use any other utility or manual removal methods after you have submitted a Trouble Ticket: doing so may make things much more difficult for Support, as well as possibly cause additional problems on the computer. Also, DO NOT add to your Trouble TIcket once you have subitted it until you have had a reply from Support. Doing so will cause the Ticket System into thinking you are submitting another new ticket and reset the date/time stamp and thus sending your Ticket to the back of the queue.
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