Yesterday, I was reading an article online and got a blue screen telling me that my computer had a virus and that I needed to call their tech support for assistance in removing the virus. It also advised no shopping online until the virus had been taken off the computer. I did a "forced quit" as the only way to get rid of the popups. Now, my Webroot Antivirus Software wont do a scan. Not sure what to do next. Thanks!
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Welcome to the Webroot Community,
THIS IS A SCAM!! Neither Microsoft nor any other company sends emails, pop ups, or phone calls of any kind advising that you may have a problem.
I would advise contacting the support team with an issue such as this.
If Webroot is detecting something as a threat that is not, they can remote in and they will check your computer for you free of charge with an active subscription.
Support Number: 1-866-612-4227
Support Ticket: https://detail.webrootanywhere.com/servicewelcome.asp
Also add a good free Ad Blocker like the ones suggested below:
For Internet Explorer Ad Block Plus: https://adblockplus.org/
For Firefox uBlock: https://addons.mozilla.org/en-US/firefox/addon/ublock-origin/?src=ss or Privacy Badger: https://addons.mozilla.org/en-us/firefox/addon/privacy-badger-firefox/
Google Chrome uBlock: https://chrome.google.com/webstore/detail/ublock-origin/cjpalhdlnbpafiamejdnhcphjbkeiagm?hl=en or Privacy Badger: https://chrome.google.com/webstore/detail/privacy-badger/pkehgijcmpdhfbdbbnkijodmdjhbjlgp
Hope this helps,
I did contact the support team. I was told they would call me back and I have not heard anything. My Webroot is not picking up anything because it appears to have been disabled. It will not scan. I'm not sure what I can do. No one has called me back and I can't run my antiviurs. So I'm stuck.
I'm so sorry about this and I'm sure support will reach you. I will
You can in the meantime if you are capable and see if Webroot wil scan in Safe Mode. Can you try this below?
Can you run a deep scan in Safe Mode with Networking the instructions on how to do so are shown below.
1. Start your computer in Safe Mode with Networking. For instructions on starting in Safe Mode with Networking
2. Open Webroot SecureAnywhere from the tray, start menu or desktop icon.
3. Click on the cog icon next to 'PC Security'. http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C2_Scanning/CH2e_Defining_Custom_Scan...
4. Open the 'Scan & Shields' tab.
5. Click the 'Custom Scan' button.
6. The default scan option is 'Deep'. Click Scan.
This will start a Deep Scan of your system. Please allow this scan to complete and remove any threats found. Once the scan is complete, you may restart your system normally. And please let us know if your issue persist as you may need to Submit a Support Ticket for further Expert help free of charge with your Active Subscription.
Please let us know if you were able to do this or not.
I have taken a look at your ticket and currently have management looking into this.
You should be contacted today to have this issue resolved.
One of our technicians contacted you this morning but it went straight to voicemail.
They will try again later in the day but if you could update your ticket and provide a good time for them to reach you, that would be great.
I'm sorry I didn't ask you if you were dealing with a Mac computer. It would be best not to mess with Webroot in Safe Mode. We need to have Support fix this issue for you. Especially since we are dealing with this issue. I could tell you how to go into Safe Mode but I'm not advising that now.
Could you go back and update your ticket and provide a good time for Support to reach you as
I know you have been very patient and I'm asking that you hold on and let the Support Team handle this.
I will also reach out to our Mac Threat Reseacher
Well I can guarantee that the Webroot Support Team can and will reach out to fix your Mac computer. Tomorrow our Mac Threat Reseacher will assist you and ? will help you too. I've pinged both of them and don't worry. I have a Mac computer running Webroot and I know support can fix this for you quickly.
Did you submit a Support Ticket? If you did all you have to do is go back to support and put in the password that they emailed to you and add to your support form.the time and hours you are available.
What you are describing is a safari hijacking script. It is disigned to scare people into calling the number and giving them money. What you will need to do is reset Safari and remove the saved state file. This can be a little difficult for someone if they are not very fimilar with the mac structure, however you can give our support team a call or let me know when you are available and I will have someone reach out to you with the instructions on how to fix this. Please let me know what will work best for you and we will get this resolved for you.
I understand it's a ploy to get people to call their supposed "tech support". I've tried resetting Safari a few times and my Webroot will still not scan my computer. Up until this time, I had no issues with it.
I've had this malware/virus for a long time now and I don't know what to do to get rid of it. I've tried placing a ticket, then find out that it has to be someone who deals with MAC computers. Then people call me back when I'm at work or in the car driving. It's never been when it's convenient for me. What scares me is how many viruses and other crap I've picked up with this virus disabling my Webroot Anti-virus. I'm wondering if I'm just going to have to get a new computer? Unfortunately, I can't sit at home waiting for someone to call. I'm frustrated.
I am really sorry that you are having this frustration. I understand completely. I can ask ? if he can esculate this issue, Our hands here are tied. We are only Volunteers here trying to help and guide.
Getting a new computer is costly and Support here is free with a subscription. ;)
Again I hope we can get you some help soon at a suitable time for you.
Please update your ticket and we will make sure that one of our Advanced Malware Removal engineers gives you a call. Please do not uninstall and reinstall Webroot as this will remove information that we can use to help you.