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website says infected, but the application is not finding the infection

  • August 20, 2015
  • 1 reply
  • 59 views
H
I run scans daily using the Webroot tool in my taskbar. However, I came across the need to log onto the actual Webroot site yesterday and it shows my computer bright red and says infected. I have more than once sent the command to scan and remove threats from the website and it still exists. Yet when I run the scan through the taskbar tool it says it is secure. Is there something I am doing wrong or don't understand. I don't like red!

    1 reply

    shorTcircuiT
    Gold VIP
    • shorTcircuiT
    • Gold VIP
    • August 20, 2015
    Helly there, welcome to the Webroot Community!
     
    What I am going to suggest might sound a bit off considering the problem, but I think it will work.  It sounds like data is for some reason not sync'ing or resetting on the Console for some reason, though I am not sure.  Lets... re-intall WSA on your computer.  I think that will fix the Console... removing protection from the computer will remove the PC from the Console... so when you re-install on the PC it will re-add to the Console, in the current state of the computer.  Lets give it a try.
     
    • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
    • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
    • Download a Copy Here (Best Buy Subscription PC users click HERE)
    • Uninstall WSA and Reboot
    • Watt about 15 minutes
    • Install with the new installer, enter your Keycode and don't import any settings if asked to as you can set it up as you like once it's done
    • Let it finish it's install scan
    • Reboot once again
    • Log back into the Console and see what status the computer is shown as now.
    Please let us know if that resolves your issue?
     
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