can't remove threats on my comp?

  • 18 May 2015
  • 2 replies
  • 150 views

my last scan says I have two threats that it attempted to remove but can't remove? how do I remove?

2 replies

Userlevel 7
Hello @,
 
Welcome to the Webroot Community!
 
I would advise rebooting the machine into Safe Mode with Networking, and then running another scan.
 
You can find instructions on booting into Safe Mode here.
 
Give this a shot and let me know if the threats were able to be removed successfully.
 
Best Regards,
Userlevel 7
Badge +62
Hello @,
 
Welcome to the Webroot Community,
 
EDIT: Looks like @ has beat me to it. ;)
 
Are these active threats which Webroot can't remove? Because there is a place that shows threats removed, by reading this KB article here
 
If indeed Webroot isn't removing these threats,,,
 
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
http://www5.nohold.net/Webroot/Loginr.aspx?pid=12&login=1&app=vw&solutionid=68
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.
 
Thanks,

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