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all downloads viewed as virus, can't get into MS Security essentials

  • 26 June 2013
  • 5 replies
  • 48 views
T
Rank
Problem:
I can't download anything. It downloads and it says the download is infected by a virus and it deletes the download.
For example logmein or carbonite deluxe-the download is blocked.
Secondly I can't get into MS security essentials. I am blocked.
 
Query:
What do I do?
I can't get online help because any download connection is blocked.
Any ideas?
 
Thanks.
 
Ted
icon

Best answer by JimM 13 July 2013, 23:35

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5 replies

JimM
Userlevel 7
Hi Ted,

Since this appears to be an infection issue, and because our support system assists us greatly in supporting infection cases, the best thing to do is to open a support case so a threat researcher can take a look for you.
/// JimM /// /// Former Community Manager - Now Humble Internet Citizen/// /// Also Formerly a Technical Support Escalations Engineer ///
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Hello Ted and Welcome to the Webroot Community Forums.
 
Can you Boot into Safe Mode with NetWorking and do a scan with WSA? Here are the instructions to Boot into Safe mode: Start your Computer and the Bios screen will show and near the end start tapping F8 to get into Safemode page and Choose SafeMode with Networking let it boot up and do a scan with WSA then reboot into normal mode to see if that clears it and please let us know!
 
HTH,
 
Daniel
 
I see Jim has posted before me but you can still try this to see if it helps.
T
Rank
Thanks, Jim.
Ted
Rakanisheu Retired
Userlevel 7
Hello Ted?
 
Did you get this fixed? I came up with a work around that will allow you to download Firefox so you can download files (and fix the issue).
 
JimM
Userlevel 7
According to the support case, it looks like this was a registry issue with Windows Defender rather than a Webroot problem.
/// JimM /// /// Former Community Manager - Now Humble Internet Citizen/// /// Also Formerly a Technical Support Escalations Engineer ///

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