Solved

Threat unable to be removed


Webroot SecureAnywhere Mobile found 1 threat today:

 

Mobile tracker

com.andriod.settings.mt

 

It is however unable to remove it.

 

Is there anyway to tell if this is a real threat or a false positive. If it is a threat how would I remove it without wiping the phone.

 

Running Samsung Galaxy S2 Andriod 4.0.3.

 

Thanks
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Best answer by JimM 29 June 2012, 22:11

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37 replies

Thank you for replying so soon! :catvery-happy:
Userlevel 7
Hi Whatever,



The response by MichaelB on page 3 summarizes the situation. This app was formerly being detected by Webroot as a false positive. It appears Norton is now generating a false positive on this as well. Webroot has already corrected the detection, so you don't see it showing up in a scan from Webroot. In short, Norton is wrong, and your device is fine. 🙂
Like Morgan_629, I faced a problem of not being able to remove com.android.settings.mt that was regared as a threat by noton security. Thus, i downloaded webroot secureanywhere mobile free in hope of removing the threat.

The webroot scan tells me that there aren't any viruses or threats. However, when I used norton security to scan my phone again,it told me that there was a threat.

Samsung Galaxy Ace.
I also faced a problem of not being able to remove com.android.settings.mt that was regared as a threat by noton security. Thus, i downloaded webroot secureanywhere mobile free in hope of removing the threat.

The webroot scan tells me that there aren't any viruses or threats. However, when I used norton security to scan my phone again,it told me that there was a threat. 

Samsung Galaxy Ace.
Userlevel 7
Way or partially or not at all, I'll leave up to you.  But here's the related info:

 

The item in question is a system application that is not cool, but can't be removed.  The reason Webroot crashes in this case is because of the way the OS reacts to something telling it to delete something that cannot physically be deleted.  So the OS (Android) kills it.  A normal bad application can be deleted, so doesn't cause an issue.

 
Hi, i have to say that so far webroot hasn't inspired the greatest of confidence on my mobile, if my phone crashes with something that isn't a virus! What would have happened if it had been a virus, webroot was wrong footed by something that was okay. I'm not a computer buff, just a layman using a mobile, so has concerned me somewhat. Am I way off the mark?
Thanks for the quick response.   No threats (or problems)  and really fast response.   Thanks!
Userlevel 7
@sjshorse:

If you upgraded yesterday purely because you believed it was necessary to remove the false positive and are not interested in the upgrade, please let us know.  We are perfectly willing to offer refunds as long as they're within a reasonable time and the circumstances allow us to convince Google that it is warranted.  In this situation, I highly believe we can convince Google that a refund is warranted.  We'd rather have you be happy with what you have and have what you want than feel like you were tricked or made a mistake.

 

Just let us know and we'll take care of it for you. 🙂
Userlevel 7
Deactivating Webroot as Admin is done throug the device, not through Webroot, so it can be done even if Webroot crashes.

 

On most devices:

Go to Settings for the whole device itself

Tap "Security"

Look for something mentioning "device administrators" or "device administration" and select it.  If it's not there, the device is using a version of the Android OS that does not support Device Administration so that is not the issue

In the device admin screen, UNcheck Webroot and follow the directions if any occur.  Once it's unchecked, back out and you will be able to uninstall it from normal application controls in Settings.

 

By doing this all through settings, Webroot doesn't run so crashing doesn't matter.
It won't let me deactiviate webroot as admin.  just get the same notice as others listed above and requires me to force close.  This is way too much work and worry, when I just paid to upgrade yesterday to (I thought) get rid of a virus that now is said to be not a virus at all.  Have used Webroot on my computer for years, but if I don't get resolve I will definiely rethink renewing my subscription.
Now my webroot doesn't work at ask. Just requires force close. Thought I'd try to unload and reload. Couldn't do that either.
Userlevel 3
 Thank you for submitting your report. We have found that the detected item was the result of a false positive, and is not a threat. We have updated our security definitions to address this and with default settings the updated definitions should be on your phone when you run a new scan (make sure to wait one hour from last scan run).

 

If you wish to manually download the latest definitions you can always do so by:

Opening the app > Security > Antivirus > Schedule > Force Update Now.

 

Thank you,

Webroot Support Team
I posted the original message and after uninstalling webroot, reinstalling it it initially showed the threat. The threat then vanished shortly after.

 

Thanks
I tried this and now I can't open webroot.  I keep getting an error message saying that, "the application SecureAnywhere (process com.webroot.security.complete) has stopped unexpectedly.  Please try again."  Then I have a choice to either Force close or Report. I figured I would uninstall then reinstall Webroot but it won't let me uninstall, it doesn't let me deactivate device administrators either.
I have the same problem. I uninstalled webroot reinstalled it and it still comes up with mobile tracker threat and can't get rid of it. What shall I do? I'm using Samsung Galaxy SII ver 4.0.3
Userlevel 2
Have you restarted you phone? Meaning shutting it down and then rebooting it. Or you could take out the battery and put it back in again. (Not resetting)

 

The Webroot app does not have permissions to remove a threat, or any app for that matter. The app that was flagged, can be removed on a rooted device, and from what I have read, you device will still function.

 

So, once you have restarted your device please let us know if your device is functional or not.

 

Thanks
Since disabling it as suggested, my phone now turns on to the front screen only, but the screen and buttons do not work.  I've had the phone for 5 months without a single problem until today and the phone telling me I had a security threat, which it couldn't remove.  So I have a phone that is totally useless, as I now can't return to a menu screen to try a factory reset etc.

 

So whether an impossibility or not, my phone is now useless, but only since today with a security threat?

 
Userlevel 7
Citibadger, I'm sorry for your situation.  However, it is a technical impossibility due to the permissions granted to the Webroot app and what the app can and cannot technically do for Webroot to have caused the situation in question.  While I realize your device failure coincides with a separate issue with the Webroot app, I'm afraid the two situations must be mutually exclusive.

 

When you say "dead," I assume you mean it won't even turn on.  Perhaps the battery is dead.  If by "dead" you mean something else, you can always try a factory reset.  I'd suggest working with your manufacturer or carrier from here out however.  Neither Webroot failing to quarantine a false positive nor receiving a definition update would cause the issue you're reporting.
Thanks for the advice, I have followed disabling it, now my phone has completely crashed and I can do a thing with it.  I was typing my response from my phone, but now this is now dead I'm having to use my computer.

 

What does anyone suggest next?
Userlevel 7
Yes, please follow the advice in that other thread. Originally I said device admin needed to be enabled. However, I was mistaken due to my initial understanding of the issue. It needs to be disabled. That is very important in trying to get Webroot uninstalled in this situation. Citibadger, please disable device admin for Webroot prior to trying to uninstall. That suggestion has worked for everyone else so far.
try this https:///t5/Webroot-Mobile-for-Android/webroot-keeps-crashing-and-wont-respond/td-p/6702
Mine has gone beyond this. I have tried to uninstall webroot but it's now crashed and is a state of flux, it won't uninstall, and the whole sign isn't in the header, so I'm stuck now. This problem only happened since webroot told me that I had a threat, this mobile tracker. So I'm stuck!
Thank you so much for the quick response and fix!! All clear now:)
Userlevel 7
Citibadger, that sounds like the issue being described here.  I asked the original reporter of this issue to describe the process he's going through and to provide the text of any error message he's receiving.  If you can answer those questions as well, that would be useful.  I also suggested ensuring device admin is disabled for Webroot.  If you can answer the questions that have been asked, please do. :)

 

edit: As is noted in that other thread I linked to, if you disable Device Admin, it will uninstall.  Then you can reinstall it.
I'm having problems with the mobile tracker, and I can't get rid of it. Now webroot has crashed and I can't uninstall webroot. Therefore can't reinstall webroot. Not happy.

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