Three threads detected but they won't get removed

Hello lariesadx
 
Welcome to the Webroot Community,
 
Would you please Submit a Support Ticket and they will check this out for you. This is free of charge with your Webroot subscription.
 
Hope this helps?

Hi lariesadx
 
You are most welcome. Thank you for posting the screen shot. Please wait for Support and they can check to see what's going on here,

Thanks Sherry, we should wait and see what the support team has to say about it, but I don't think these ones are false positive.

I'll tell you why, when I got infected I recall clicking on one advertisement banner on a website when I was surfing with UCBrowser app, and also when I didn't disabled those apps with the disableapp tool, they installed automatically some other apps, sometimes browsers and other times clean cache tools, I don't have any screenshots of those since I used the Factory data reset function on the phone, believing they would simply go away. I don't want to enable those apps again since I've already linked my debit card with Uber.

I forgot to mention that my device is rooted, and that could be the reason I got infected so easily when I mis-clicked the advertisement banner.

Regards

Good day Sherry,
 
I still don't have any response from the support team, did I submit the ticket wrong, do you know a way to check the status of the ticket?
 
Thanks in advance, and have a great week.

I don't see the ticket under the email address you used to register with the community. Is it possible that it's under a different email address?

Thanks for the advice Sherry and nic, I sent another one, this is the screenshot; please tell me If I'm missing a step or something:
 

The last time It showed the same message: Submission successful.

Hi Sherry,
 
I didn't get the confirmation email and neither the last time, should I use the Send another message and add a link to this post?
 
 
Regards

Hi lariesadx
 
EDITED: Thank you ?
 
Well Nic is saying he cannot see your Support Ticket that you have sent because you might be using a different email addrfess then the one you hyave listed with the Forum.
 
You should see a Ticket like this after signing in with your email address.
 

 
 

No prob - at least we got the ticket to go through finally!

Sure I will keep you guys informed, and will try to not sent more than one ticket on the future as well :catwink:
 
Thanks again.
 
Regards

Hi guys, I hope you all are well,
 
This is the update: support team told me that the best solution was using the erase from factory function on the phone, but since I already done that without  good results, I'll try flashing the phone to another firmware, I hope this will remove the threads, I'll keep you informed about what happens.
 
 
Thanks a lot for all your help, Sherry and nic, see you soon.
 
 
 
PD: Either If break my phone (with a bad flash) or resolve the issue I'll mark it as solved but only after I try It :catlol:

Hi, after a long try and error with Flash, IMEI writer tools, and allowing disabling Windows 8.1 digital signature for drivers, I flashed my phone successfully, and the malware engriks with their other files are removed, now I have another Issue, maybe mywebroot console, considers my phone as new since I installed webroot from google play, when it didn't had the IMEI added properly, and shows with a new key product key and also with the 365 days as when you buy the app. I just hope it didn't buy another key.
 
Any help is kindly appreciated, and kinds regards as always.

Hi Sherry,
 
Thanks again for your kind support as always :catwink: , I submited my question (ticket) as you suggested, I will wait and see what support team has to say about the new issue, I'm sure they'll understand the situation, and finally I will mark this post as solved :catlol:
 
 
Kind Regards