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Files will not open

  • February 19, 2015
  • 3 replies
  • 65 views
G
Fresh Face
I downloaded SecureAnywhere on Feb 2. Shortly after that I noticed I had a corrupt excel file. After doing some checking, I found that all of my excel documents, word documents and pictures will not open. They say that they are corrupt or the file format is not supported. All of these files opened before I installed Webroot. Is this Webroot causing this or is it a different issue? Please help. Thanks.
 

    3 replies

    Ssherjj
    Moderator
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    • Ssherjj
    • Moderator
    • February 19, 2015
    Hello GarryS,
     
    Welcome to the Community Forum,
     
    You might wany to look here at Microsoft http://support.microsoft.com/kb/2464297
     
    But would you try something and shut down Webroot in the system tray by right clicking view status/shut down protection and see if you can access your files? Then we will know if it's Webroot or not.
     
     
    Please get back to us for further assistance.
     
     
    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
    G
    Fresh Face
    • GarryS
    • Author
    • Fresh Face
    • February 19, 2015
    Thanks for your help. I just found out that they are encrypted by CrypoWall 3.0. Any thoughts on how to recover them? Thanks.
    Ssherjj
    Moderator
    Forum|alt.badge.img+62
    • Ssherjj
    • Moderator
    • February 19, 2015
    Hello GarryS,
     
    So sorry to gear about this. All I can say is for you to Submit a Support Ticket ASAP.
     
    Please have a look at this information about Ransomeware at Bright Talk video.
     
    Also this is another good video about when Webroot missies a virus
     
     
     
    Please let us know how things turn out for you!
     
     
    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
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