Randsomeware??
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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Userlevel 7
+56
Joyce - if you can just reply here with a good time to reach you, or update the ticket by replying to the most recent email you've received from support, then we can contact you when you are available.
just wanted to say sorry to the guys helping you out. i shouldnt of got involed in helping im just a nice guy and like helping people who nee. i leave it in your hands. hope you get the problem sorted joyce best of luck .
Userlevel 7
Can you please submit when next friday that you will be available in our ticket system. If none of the AMR guys are available then I can personally call you myself to make sure that this gets resolved for you. Please let me know when you submit the ticket and I will see that it is handled correctly for you. Thanks
joyce are you not free now for a support ticket. if you update it and put that your free now someone might be able to help you now.
No, it would help if someone would have given me correct information the first time I called. I'm sorry that I've never had a computer virus issue that my software wouldn't take care of. Thanks for your condesecending post.
I'm not off again until next Friday ....
joyce would it be better if there was pictures on how to update your ticket ? maybe that will help. 🙂
Userlevel 7
We need you to update the ticket and let us know when you are available. Without being able to see the problem, we cant find out what is going wrong and be able to stop it. I am certain that it will be resolved once we are on the device and can see where the link isnt connecting. When our AMR team is able to look at the device, I will also be with them to ensure that it is fully taken care of and you are on a safe clean mac.
sorry joyce i was ment to say send logs to webroot so they can check what the issue is and how to resolve the issue i dont know why i say uninstall i wqas taking to someone else at same time and read the thing wrong. sorry about that guys. but im sure if you send logs files off they can sort it out for you .
Do you mean call tech support and update the ticket? And if I do this, how long will it take for someone to get back to me? The last time it was a couple of days. I'm not deleting anything, but I'm not sure if it's reasonable to fix it because I don't know what else could be in there now.
Userlevel 7
Joyce,
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.
Thanks,
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.
Thanks,
No .... and I fear what else my computer has picked up with antivirus that isn't working. Not like I go to a lot of sites, but apparently I picked up something nasty enough to completely disable the Webroot completely.
hi joyce did you get your problem sorted out ?
Userlevel 7
Are you available right now so we can get this taken care of for you?
My schedule is different from day to day because of work. The two phone calls I received from Webroot occured when I was in my car driving to or from work. When I filed the original ticket for this, it was on a Sunday (I believe). I was told someone would call me the following day. That never happened. I sat at home all day waiting for someone to call. Then I was told that it has to be taken care of by someone who does MAC computers. I read the message on the thread by someone that was supposed to be helpful ... telling me that it was just a ploy to get people to give up info ... yet my antivirus is disabled. If I call when I'm home, would someone be able to fix it then or do I have to schedule another day off to wait for a call that wont come?
Joyce
Joyce
Userlevel 7
+56
Ok I checked on the ticket and it looks like the last communication from our side was a request for a good time to call you. You don't have to be sitting by the phone, just a block of time when you'll be at home and able to answer the phone.
Userlevel 7
+56
I'll check on the ticket and see if I can get someone to take care of it ASAP.
Userlevel 7
+62
Hello JoyceAnn,
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.
Kind Regatds,
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.
Kind Regatds,
Add to that ... the one comment I got from Webroot was this is a ploy to get people to enter their information. Yes, I get that ... but it has completely disabled my antivirus software.
Joyce
Joyce
Well .....
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.
Joyce
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.
Joyce
Userlevel 7
+56
If you put in your ticket when a good time to call you is, then support can schedule it at the time you'll be home. Or you can call in when you are home:
http://www.webroot.com/us/en/support/contact
http://www.webroot.com/us/en/support/contact
Thanks for the help. I've tried calling tech support .. was told they would call me back the following day. That call never came so I came here. Since I've been here, I've had two calls (according to my phone) and both were at random times when I was not home. I was told to submit a new repair tickect .. which I'm not sure how to do and soeone would get in touch with me. Id like to get this resolved, but I can't be home waiting for calls that don't come or come when I'm not home. It doesn't seem as though I can call and get it fixed at a time.
Userlevel 7
I have come across this recently, you will need to call our support team as this type of infection has lots of parts that will need to be removed by our team.
Greetings
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.
Joyce
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.
Joyce
Userlevel 7
Hello Joyce,
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.
Regards,
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.
Regards,
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