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I had a really bad virus and malware attack last week.  Webroot ran numerous scans, but I still could not access my hotmail account through my ie.  Finally had to call Microsoft and pay $100 to have my laptop disinfected.  Would there have been a better way?  Microsoft found 1280 PUPs even after Webroot had pronounced my computer free of threats.
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Best answer by Baldrick 8 March 2014, 19:15

Hi gailfitzpatrick37

 

Welcome to the Community Forums...:D

 

Sorry to hear of your troubles.  PUP or (PUAs (Potentially Unwanted Applications, as they are also known as elsewhere, and at Webroot) are a contentious subject as to some they are not malware whilst to others they are, and as a result WSA does not, as far as I am aware, remove them per se.

 

The problem is that some people actually install this type of app knowingly, and therefore for WSA to just remove them when legitimately installed would not be appropriate.  But it is also true that they some time sneak onto users system, unrequited, but very often they are installed at the same time as other software usually due to the user not being careful to read all the prompts an installer offers...so something to watch in the future...always double check what you are being asked about when installing.

 

It is a shame that you did not contact the Community or Webroot Support first as you could have logged a Support Ticket and go help from the Support Team to get rid of the PUPs/PUAs.

 

We also have knowledge Base articles such as this one which provide guidance on how to remove PUPs/PUAs...worth bookmarking in case it happens again.

 

The important thing is that you are sorted...but should anything like this strike whilst yo are using WSA then please post back here or Open a Support Ticket, as you first port of call in trying to get it sorted.

 

Hope that helps, and provides the information that you were after? Please feel free to ask any further questions you might have.

 

Regards

 

 

Baldrick.

 

 
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Userlevel 7
Hi gailfitzpatrick37
 
Welcome to the Community Forums...:D
 
Sorry to hear of your troubles.  PUP or (PUAs (Potentially Unwanted Applications, as they are also known as elsewhere, and at Webroot) are a contentious subject as to some they are not malware whilst to others they are, and as a result WSA does not, as far as I am aware, remove them per se.
 
The problem is that some people actually install this type of app knowingly, and therefore for WSA to just remove them when legitimately installed would not be appropriate.  But it is also true that they some time sneak onto users system, unrequited, but very often they are installed at the same time as other software usually due to the user not being careful to read all the prompts an installer offers...so something to watch in the future...always double check what you are being asked about when installing.
 
It is a shame that you did not contact the Community or Webroot Support first as you could have logged a Support Ticket and go help from the Support Team to get rid of the PUPs/PUAs.
 
We also have knowledge Base articles such as this one which provide guidance on how to remove PUPs/PUAs...worth bookmarking in case it happens again.
 
The important thing is that you are sorted...but should anything like this strike whilst yo are using WSA then please post back here or Open a Support Ticket, as you first port of call in trying to get it sorted.
 
Hope that helps, and provides the information that you were after? Please feel free to ask any further questions you might have.
 
Regards
 
 
Baldrick.
 
 
Userlevel 7
Badge +56
Hello gailfitzpatrick37 and Welcome to the Webroot Community Forums! 


 
Sorry but PUP's & PUA's are not true infections per say and Webroot support would of helped you remove the PUA's free of charge.
 
And I see Baldrick has given the link to the Article for PUA's.
 
TH
Userlevel 1
Okay, funny guy. Admittedly, it helps to be able to read - but if you had any comprehension of how little attention I paid to Webroot until last week, you would be amazed that I could even find the icon on my desktop!
Userlevel 7
Badge +56
Well OK!
 
Daniel
 
http://static.knittingparadise.com/upload/2012/7/29/1343573635771-huge_smiley_with_tongue_out.gif
Userlevel 7
Badge +58
😉 Thank You TH!
Userlevel 7
Hi Gail
 
I can really sympathise with that view...but the main thing is that yo now know better, and should the nasties strike again then you now know where to come ASAP...HERE! :D
 
As S Sherjj, we live and learn (hopefully every day).
 
Regards
 
 
Baldrick
Userlevel 7
Badge +56
All is fine now you know! 😃 ❤️
 
Cheers,
 
Daniel 😉
Userlevel 7
Badge +56
http://friends-of-peggy.tripod.com/sitebuildercontent/sitebuilderpictures/hug.gif
Userlevel 7
Now, Daniel...stop it...you are just plain showing off! ;)
Userlevel 7
Badge +51
Hello gailfitzpatrick37 and Welcome to the Webroot Community Forums!
You could save $100 having addressed in a support service Webroot.
See more
https:///t5/Webroot-SecureAnywhere-Antivirus/Virus-Removal-Options/ta-p/54074
"If you are unable to remove a threat by performing a scan using your Webroot software, we offer two free options for virus removal"
 
Thank you
Best regard, Petr.
 
Userlevel 6
Welcome gailfitzpatrick37 and I hope everything is fine now. These guys are very responsive to help in anyway they can and I hope you enjoy your Webroot protection. I have tested and used many security protection products but found myself always coming back here as the speed and technology of Webroot seems to be the wave of the future! 
Userlevel 7
Badge +56
Do you have a phone number for Microsoft can you post the Number and or Website Please? I would like to know more about who is actually helping you?
 
Thanks,
 
Daniel
Userlevel 7
Hi Gail
 
Yes, I am with Daniel on this...it would be good to know who is assisting you, especially since as a WSA user you have Webroot Support Team to call on to assist you...at no charge...now there is a good deal. ;)
 
Definitively make use of them rather than anyone else.  In them we trust.
 
Regards, Baldrick
Userlevel 7
Badge +56
These are not Official Webroot Support sites so do not contact them!
 
https://techvantedge.com/webroot-support.html
 
http://www.labtechsoftware.com/webroot.php
 
http://www.rescuecom.com/virus-removal/software-maker/webroot-support.aspx
 
http://www.vnsupport.net/support-for-webroot-antivirus.html
 
I can find many more but do not contact them!
 
These are the only Official!
 
https://www.webrootanywhere.com/servicewelcome.asp
 
http://www.webroot.com/us/en/company/contact-us
 
And Best Buy Subscription Service via Geek Squad: http://www.webroot.com/us/en/home/products/geeksquad-dl
 
Daniel
Userlevel 7
Thanks, Daniel...very useful, and perhaps worthy of a KB Article to show examples of what not to believe and to re-iterate the Official sites you have mentioned?  Then users can search & find guidance on this if they are looking for it.
 
Regards
 
 
 
Baldrick
Userlevel 7
Badge +56
Gail please read this then tell me what you think if your right or I'm right it's a scam: https://community.webroot.com/t5/Tips-and-Tricks/Avoid-tech-support-phone-scams-claimed-to-be-from-Microsoft/m-p/1430#M33
 
Daniel
Userlevel 7
Badge +56
Yes they do but they world charge more than $100 dollars http://support.microsoft.com/kb/2671662 also see here: https://consumersecuritysupport.microsoft.com/default.aspx and here: https://consumersecuritysupport.microsoft.com/default.aspx?productkey=pcsafetymalware&faq=1&mytask=diagnostics but in this case you already have Webroot SecureAnywhere and they would of helped you free of charge with an active subscription to WSA. I just hate to see people spend there money to a scammer or even a computer shop as Webroot would do it for free.
 
So I hope you see where I'm coming from and understand?
 
Daniel 😉
Userlevel 7
Badge +58
Hi Gailfitz...My opinion is most users do not realize the extent of WebrootSecureAnywheres support. For new users who just want protection right away and so to to speak go into panic mode searching for help. So we've all been there in a spot where we've made a mis judgement per say. The one reason I went to the community and joined was because of WebrootSecureAnywhere emails explaining the Community and that I had a 3 month anniversary with Webroot. Live and learn and we all know we have paid a lot of money for Security Support. At least we know here that Webroot is our last stop for securing our Computers, at least that's what I think....
Userlevel 7
Badge +56
Here is more info in the main GUI of WSA!
 
Daniel
 


 

Userlevel 7
Badge +58
Th could you be more graphic? Or have a icon for read the manual? Or highlight certain parts of graphics...smiley smiley
Userlevel 7
Badge +58
Hey TH: I tapped on the red arrows and I got nothing...smiley smiley
Userlevel 7
Badge +56
I would be worried if you did!


 
Daniel
Userlevel 7
Badge +58
TripleHelix ...I need to go to school just to learn your video graphics...funny funny...
Userlevel 1
I love those graphic, too!
Userlevel 7
Badge +58
Now that's a winner...the best one so far...keep up the entrainment and I'll stay on cyberspace all day...oh I do? How do I copy and paste that huggy smiley? Toss that out graphic man....

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