Is the Arcadeyum virus malware? How could it get by Webroot? How do you get rid of it?

@ wrote:
My girlfriend is running Windows 8.1 with Webroot and has been told by Geek squad on the phone that she has the Arcadeyum virus. They also claim they have to come to her house to fix it. Is it malware? How could it get by Webroot? How do you get rid of it?

Hello Arliegreen,
 
Welcome to the Webroot Community.
 
A PUA (Potentially Unwanted Application) is a program that may be unwanted, but was installed with user consent. PUAs commonly include toolbars, cleaners, and search plugins. They are often bundled together with other software a user intended to install.  They are not harmful in the same way as malware, but can be a hindrance.

It is important to remember to download all software only from the official or original source for that software. We do not recommend downloading any software from large/generic download sites if there is a direct source available, as this is how programs are most commonly bundled with PUAs.
 
Thanks,
John A.
Frontline Engineer
Webroot Support

@ wrote:
My girlfriend is running Windows 8.1 with Webroot and has been told by Geek squad on the phone that she has the Arcadeyum virus. They also claim they have to come to her house to fix it. Is it malware? How could it get by Webroot? How do you get rid of it?

Welcome to the Community Forum,arliegreen,
 
Sorry to hear about this issue, Have you done a google search on how to get rid of this PUP?
 
We have some instructions available but this seems to be a shame that GeekSquad is having to come to your house. Usually you can take your Computer into the store. If you bought Webroot from them there should be a warranty for this program. Not sure how long you have.
 
Did you buy Webroot from the GeekSquad? Or is this From Webroot?
 
Here's some information as follows..
 
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.
 
To make sure that your WSA is checking for PUA's with the best proficiently, it sometimes helps to reset the PUA detection within WSA's settings. For PUA's that had previously been scanned and determined to be OK, but have since been added to detection/removal, you may want to complete the following steps:
 

• Open Webroot SecureAnywhere
• Click on ‘Advanced Settings’ from the top right
• Select ‘Scan Settings’ from the left side
• Unselect the option “Detect Potentially Unwanted Applications”
• Click on the Save button (you may have to enter in a CAPTCHA)
• Reselect the option to “Detect Potentially Unwanted Applications”
• Click on the Save button
• Run another scan with Webroot and remove any items that get detected.

To help avoid PUA's in the future, remember to read all of the information when installing or updating software (Adobe downloads often have those "extra special offers"attached... PUA'S!: often the PUA included will be mentioned, and you can opt out of installing it.  Those check boxes you see? Usually only one of them is for the User Agreement of the software you want, the others are for the junk you don't.
 
 I hope this helps you both understand, and resolve the problem and if not please let us know!
 

HI arliegreen
 
Welcome to the Community Forums.
 
Let me try to elaborate a bit on John's response, as follows.
 
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 Support 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 Support 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.
 
To make sure that your WSA is checking for PUA's with the best proficiently, it sometimes helps to reset the PUA detection within WSA's settings. For PUA's that had previously been scanned and determined to be OK, but have since been added to detection/removal, you may want to complete the following steps:
 

• Open Webroot SecureAnywhere
• Click on ‘Advanced Settings’ from the top right
• Select ‘Scan Settings’ from the left side
• Unselect the option “Detect Potentially Unwanted Applications”
• Click on the Save button (you may have to enter in a CAPTCHA)
• Reselect the option to “Detect Potentially Unwanted Applications”
• Click on the Save button
• Run another scan with Webroot and remove any items that get detected.

As John has also already pointed out to help avoid PUA's in the future, remember to read all of the information when installing or updating software (Adobe downloads often have those "extra special offers"attached... PUA'S!: often the PUA included will be mentioned, and you can opt out of installing it.  Those check boxes you see? Usually only one of them is for the User Agreement of the software you want, the others are for the junk you don't.
 
Hopefully between us we have been able to shed some light on the subject/answer your questions, etc.
 
Please do let us know if yo have further questions and/or issues.
 
Regards, Baldrick