Hi this is my first post and I was hoping to get some advice from some advance user.
I recently installed 123 copy dvd gold 2013 onto my computer. Everything was fine until after I registered and the software said there was an update available. I downloaded the update but after that the screen froze and webroot popped up saying a threat was detected. I followed the instructions on the screen and webroot quarantined a file. I tried to do a google search on the type of file it was (csi7191.exe) but did not come up with anything. I also did a search for viruses associated with 123 copy dvd gold and a message from its website said your antivirus may not allow you to download it due to the copyright protection software. It goes on to say it is safe to download their software. I purchased the original 123 copy dvd software from a store and upload it on my computer from a disk which did not produce any warnings from webroot. The issue came up when I tried to download the update.
My question is does anyone know what this file is csi7191.exe and what is does to your computer and if it is safe to restore or should I just uninstall the software from my computer completely? I would like to use the software but not if it puts my computer at risk.
One last (simple?) question. In the learn more section of webroot is says a lock will appear on the webroot icon on the system tray when you are online. This does not always appear for me and I was wondering if I should be worried about it.
Thanks for reading and for any advice you can give.
Starlight :D
Solved
Non Advance user seeking help with Quarantined item
Best answer by shorTcircuiT
Hello Starlight, welcome to the Webroot Community!
First of all, as it is the weekend, we are pretty much all volunteers on here. The Webroot staff does take the weekends off. That said, the Support system which you can access by submitting a Trouble Ticket IS staffed 27/7.
It sounds like this is an issue in which a new file in that update simply needs to be "Whitelisted" by Webroot support. Regardless of what you decide to do regarding the quarantine, you should go ahead and click the Trouble Ticket link above and submit one so that Webroot Support can take a look. If the file is indeed harmless, they will whitelist it in the Cloud which will fix the issue for everyone who uses Webroot and 123 Copy DVD Gold.
Before you go any further, are you postive that:
As for that lock in the system tray..... That part IS from the previous version of Webroot, and the feature has been downgraded. In the past, it would show the lock on all HTTPS connections, but not HTTP. At this time WSA monitors ALL web connections so the lock symbol SHOULD be visible at ALL times. Most people will not see it though as usually by default the systray will HIDE the Webroot Icon, putting it up into the area where you have to click the arrow to "See More".
I have changed my systray icon settings to keep the WSA Icon visible at ALL times, and the lock is ALWAYS there when the browser is the active window. NOTE: When I am online, but I click on any window/program other than the browser, like Notepad, the lock DOES dissapear. It only shows when the browser window is the currently active/selected window/application.
I hope this helps!
View originalFirst of all, as it is the weekend, we are pretty much all volunteers on here. The Webroot staff does take the weekends off. That said, the Support system which you can access by submitting a Trouble Ticket IS staffed 27/7.
It sounds like this is an issue in which a new file in that update simply needs to be "Whitelisted" by Webroot support. Regardless of what you decide to do regarding the quarantine, you should go ahead and click the Trouble Ticket link above and submit one so that Webroot Support can take a look. If the file is indeed harmless, they will whitelist it in the Cloud which will fix the issue for everyone who uses Webroot and 123 Copy DVD Gold.
Before you go any further, are you postive that:
- The blocked file IS a part of the 123 Copy DVD Gold update?
- A LOT of software these days, though usually FREE software not paid for, includes extra software downloads when updating or installing that you can opt out of. Browser toolbars, trial system cleaners, etc etc. Make sure that the file in question is not from such an "added download" as those pretty much always mean trouble.
- Finally, are you postive that the file should be safe?
As for that lock in the system tray..... That part IS from the previous version of Webroot, and the feature has been downgraded. In the past, it would show the lock on all HTTPS connections, but not HTTP. At this time WSA monitors ALL web connections so the lock symbol SHOULD be visible at ALL times. Most people will not see it though as usually by default the systray will HIDE the Webroot Icon, putting it up into the area where you have to click the arrow to "See More".
I have changed my systray icon settings to keep the WSA Icon visible at ALL times, and the lock is ALWAYS there when the browser is the active window. NOTE: When I am online, but I click on any window/program other than the browser, like Notepad, the lock DOES dissapear. It only shows when the browser window is the currently active/selected window/application.
I hope this helps!
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