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win32

  • June 21, 2015
  • 13 replies
  • 177 views
J
Fresh Face
So I took this magazines advice and purchased webroot Well it installed fine on both my computers scanned well within minutes. On my one PC with win 8 no problems on my other one it found a Trojan and couldn't remove it. I opened a ticket and they told me t o scan in safe mode same result it found the Trojan but unable to remove it. They now tell me I have to speak with them on Monday The thing is that after some looking around on the internet that others had the same problem going back over two years ago. The trojan is win32.localinfect.2 or w32.trojangen hey thanks PC mag for steering me in the wrong direction.  Maybe my understanding of how this works is wrong so...I am editing my comment some things that I didn't think about is that my infected PC was running without protection and not really thinkning about the way that some of those viruses worm there way into my system is more likely. We folks out here want it all and we want it now LOL. 
So I am gonna tone this down a bit and allow these guys to help me. I just was hoping to have this resolved before Monday.
 

Best answer by Nirouku

Hello,
 
It was great working on your computer and I am glad we were able to get that resolved for you. If you have any further questions please feel free to ask them on the support ticket or here on the community.

Thanks,
John A.
Advanced Malware Removal Engineer
TripleHelix

13 replies

RetiredTripleHelix
Gold VIP
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Hello and Welcome to the Webroot Community!
 
Sorry you feel that way but support will help you remove the Trojan even though you had it before you installed WSA not many other AV companies would do that so your in good hands with Webroot Support but I'm concerned that they will not help you now as they are staffed 24/7/365 so I would contact them again via the Ticket System and ask that you want it removed now and post the link of this thread in the Ticket Please! Then after please let us know the outcome as that is not good and really not heard of from Webroot Support!
 
Thanks,
 
Daniel 😉
Baldrick
Ssherjj
Ssherjj
Moderator
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  • Ssherjj
  • Moderator
  • June 21, 2015
Hello @,
 
Welcome to the Webroot Community,
 
Sorry you are having this issue. Webroot
 
Tech Support is the best you can get. They will have you up and running in no time. You can't loose from this free service because no other Antivirus will back you up like Webroot.
 
Please look here at this video of What Happens if Webroot Misses a Virus. just so you will know this about Webroot.
 
 
Kind Regards,
 
 
 
IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.2), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
RetiredTripleHelix
J
Fresh Face
  • johnkeyman
  • Author
  • Fresh Face
  • June 21, 2015
24/7 365 um yeah well I have heard nothing today from them todayt at all. Yesterday they told me I had to call them tommorrow. I have to work tommorrow. where is the 24/7 365
J
Fresh Face
  • johnkeyman
  • Author
  • Fresh Face
  • June 21, 2015
Anyhow I am sorry for coming off badly. Yes my computer already had the virus you know all of us  want it done yesterday LOL.  It's just frustrating. I know that my computer had the virus before and your software was able to find it. Thanks for trying to be helpful. 
 
RetiredTripleHelix
Ssherjj
Ssherjj
Moderator
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  • Ssherjj
  • Moderator
  • June 21, 2015
Hello @,
 
As @ has said you can submit a Support Ticket which is 24/7 and they will get to you through your email. If you call they are only available during the week during Mountain Standard Time.
 
https://tel:18666124268
Mon-Fri 7:00 AM to 6:30 PM (MST)
Sat-Sun 7:00 AM to 6:00 PM (MST)
 
We apoligize for this inconvience.
 
Kind Regards,
IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.2), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
RetiredTripleHelix
J
Fresh Face
  • johnkeyman
  • Author
  • Fresh Face
  • June 22, 2015
Yeah I guess that's what I'll do next week. I have a question though about this trojan that my other computer has. Now that it has been indentified will Winroot allow it to do anything? I mean is quarantined because it doesn't say that. It just says to contact support.I did watch that video but my system was already infected with this prior to installation
RetiredTripleHelix
Ssherjj
Moderator
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  • Ssherjj
  • Moderator
  • June 22, 2015
Hi there,
 
Please we do understand your frustrations and we are always here to aid and assist. No harm what so ever, Your are welcome and this issue will certainly get taken care of so don't worry. OK?
 
Best Regards,
IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.2), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
RetiredTripleHelix
Ssherjj
Moderator
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  • Ssherjj
  • Moderator
  • June 22, 2015
@ wrote:
Yeah I guess that's what I'll do next week. I have a question though about this trojan that my other computer has. Now that it has been indentified will Winroot allow it to do anything? I mean is quarantined because it doesn't say that. It just says to contact support.I did watch that video but my system was already infected with this prior to installation
Hi Johnkeyman,
 
You will have to wait for support I do believe. If it's not quaranting that trojan threat then you will have to wait for support to get rid of it. I can't say if Webroot will stop this trojan if you have already tried to do so in safe mode.
 
Yes you are right since you got the virus before getting Webroot then it cannot be rolled back. I would wait till support can reach you and not use the computer until support remotely gets a hold of your system to repair and get rid of this trojan.
 
Kind Regards,
 
 
IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.2), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
RetiredTripleHelix
RetiredTripleHelix
Gold VIP
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Maybe @ and or @ can look into it and help with removal?
 
Thanks,
 
Daniel 😉
Ssherjj
DanP
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  • DanPOpenText Employee
  • OpenText Employee
  • June 22, 2015
@ wrote:
Maybe @ and or @ can look into it and help with removal?
 
Thanks,
 
Daniel ;)
I'm passing this along. I'm not seeing the requested contact information in the replies from @ in the ticket - we will still need contact information in order to contact them to assist with removal.
 
-Dan
Webroot Threat Research
RetiredTripleHelix
Ssherjj
nic
JamesG
  • JamesG
  • Retired Webrooter
  • June 22, 2015
Hello @,

I have sent you a private message requesting some information.

Please respond back to me there and we will do what we can to get this resolved for you.

Best Regards,
James G. Worldwide Online Retention Specialist
RetiredTripleHelix
Ssherjj
Nirouku
  • NiroukuOpenText Employee
  • OpenText Employee
  • Answer
  • June 25, 2015
Hello,
 
It was great working on your computer and I am glad we were able to get that resolved for you. If you have any further questions please feel free to ask them on the support ticket or here on the community.

Thanks,
John A.
Advanced Malware Removal Engineer
Do not dwell in the past, do not dream of the future, concentrate the mind on the present moment. Buddha
RetiredTripleHelix
Ssherjj
RetiredTripleHelix
Gold VIP
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Awesome and thanks @
 
Cheers,
 
Daniel 😉
Ssherjj
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