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I cannot submit Customer Support Ticket


I've tried numerous times via the following means:

-desktop app ('Get Customer Support')
-Internet home page ('open a support ticket')
-directly from the 'contact Webroot support page'

Ea. time, I keep getting stuck in an endless loop, where I eventually end up at a 'Welcome Back!' page, that says, 'we have already had contact with , it asks for my password, I enter my password, hit continue but nothing happens.

With regards to my issue, I would like to know if the Intel Extreme Tuning Utility (downloaded directly from Intel), is truly a threat vs. a false alarm.
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Best answer by bjm_ 10 April 2019, 17:18

The threat team corrected the file determination. It should no longer be flagged as a trojan. Thanks for helping us spot this. We will now close the ticket.

Regards,
Dan M.
Webroot Advanced Malware Removal Team

[ G] c:\users\bjms\desktop\xtusetup.exe [SHA256: 302A0525B62F179D6988851CA402E3F19D4F33C78977CE5C3373C7A3D7F60D4F] [MD5: 7CBF992F24369A3ABE949584071056E2] [Flags: 00081000.3850]


@MGA15
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13 replies

Userlevel 7
Hello @MGA15 Sorry you are having trouble sending a Support Ticket into Webroot. Try these links and if you are still having problems I would contact Support by phone.

Support Ticket or Contact Webroot Support

Make sure you are using the right password also. To double check I would hit "I Forgot My Password" and Webroot will email the correct password.

Dave.
Thanks for your reply Dave. I guess I'll have to follow up via phone b/c the links you suggested put me back into that same 'loop' I described initially and ironically, I've already tried resetting my password out of desperation and keep getting the same results.
With regards to my issue, I would like to know if the Intel Extreme Tuning Utility (downloaded directly from Intel), is truly a threat vs. a false alarm.
Um, is this your Utility.
https://downloadcenter.intel.com/download/24075


FWIW ~ https://virustotalcloud.appspot.com/nui/index.html#/file/302a0525b62f179d6988851ca402e3f19d4f33c78977ce5c3373c7a3d7f60d4f/detection
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I've submitted ticket re Intel Extreme Tuning Utility.
MD5:7cbf992f24369a3abe949584071056e2
Yes, that's it. Is there a way for me to follow your ticket? Or do you mind keeping me posted?
I'll post progress.
ok thanks.
Our Threat Research team will investigate the file submitted and update our determinations if necessary.

Regards,
Dan M.
Webroot Advanced Malware Removal Team
The threat team corrected the file determination. It should no longer be flagged as a trojan. Thanks for helping us spot this. We will now close the ticket.

Regards,
Dan M.
Webroot Advanced Malware Removal Team

[ G] c:\users\bjms\desktop\xtusetup.exe [SHA256: 302A0525B62F179D6988851CA402E3F19D4F33C78977CE5C3373C7A3D7F60D4F] [MD5: 7CBF992F24369A3ABE949584071056E2] [Flags: 00081000.3850]


@MGA15
Okay great. Thanks for your help.
you'll need to follow up re:
I keep getting stuck in an endless loop, where I eventually end up at a 'Welcome Back!' page, that says, 'we have already had contact with , it asks for my password, I enter my password, hit continue but nothing happens.
yeah I know.
Regards w Respect
FWIW ~ just learned that VirusTotal has new interface.
https://www.virustotal.com/gui/home/upload
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https://www.virustotal.com/gui/file/302a0525b62f179d6988851ca402e3f19d4f33c78977ce5c3373c7a3d7f60d4f/detection

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