This solution addresses Webroot SecureAnywhere


Webroot offers free infection remediation with a current subscription.

Common Symptoms:

If you are experiencing any of the symptoms below, click on the symptom for more information. If these steps do not resolve the issue or if you have a symptom that is not on this list, continue to the next section.

 

Your email is sending spam mail to your contacts,
or you are receiving messages saying, "Mailer-DAEMON."

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If your email is compromised in any way, this does not necessarily mean you are infected. To learn more about compromised emails and how to resolve them, click here.

Your internet browser is behaving strangely.

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There are many symptoms that may happen within your internet browser that could possibly point to an infection.
  • The browser slows or freezes suddenly.
  • You are redirected to sites you did not chose to go to.
  • The home page changes.
  • The browser reports an error.

These do not always mean an infection. These could be caused by add-ons on your computer. To rule out add-ons as the cause, follow the instructions for your browser to disable ones you are not using.

Internet Explorer:
  1. Open Internet Explorer.
  2. Click Tools (or the gear icon), then Manage Add-ons.
  3. In the list of add-ons that appear, select the ones you do not use, and click Disable.

Mozilla Firefox:
  1. Open Firefox.
  2. Click Tools, then Add-Ons.
  3. Look at your Plugins and Extensions, select the ones you do not use, and click Disable.

Google Chrome:
  1. Open Chrome.
  2. Click the menu button in the upper right (the three lines), then Settings.
  3. Click on Extensions from the options on the left.
  4. Uncheck the box next to the add-ons you do not use to disable them.

Once the add-ons are disabled, close and reopen the browser to test the issue.

If it is still persisting, open a support ticket. Remember to let us know detailed descriptions of the behavior(s). Be sure to send this ticket from the infected machine if at all possible to provide us with the most information. Please help by categorizing your issue, select Threat – Virus/Spyware Infection. When you have completed the form, click Send to Webroot Support.

About:blank

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When you open Internet Explorer or another browser, you may get a page loading that says "About:blank" in the address bar. This is not a virus. This is a filler page for when there is no home page set in the browser.

To set your home page in Internet Explorer, click on Tools > Internet Options. Under Home page, click Use Default or enter your desired homepage, e.g. www.google.com. Click OK to save your changes.

For Mozilla Firefox, navigate to Tools > Options > General. Under Home page, click Restore to Default or enter your desired homepage, e.g. www.google.com.

For Google Chrome, click the Menu button in the upper right and click on Settings. Under "On Startup," choose the option you would prefer. If you want a specific page to open, click Set pages. Change this to your desired homepage, then click OK to save the changes.

Pop-ups

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Webroot SecureAnywhere only blocks malicious pop-ups. It will block and remove any pop-ups that attempt to infect your computer or are caused by an infection.

However, many sites do have their own pop-ups which are not threats. Some pop-ups can be forms of advertisement, like commercials on the TV. Others can be more useful, providing additional information or features. If you do not want to see these, you can change the settings in your browser to block them.

To learn how to block pop-ups, click here.

Potentially Unwanted Applications

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PUAs (or Potentially Unwanted Applications) are programs that, while not especially malicious, generally diminish the user experience by consuming valuable computer resources, tracking users, displaying advertisements, or allowing the installation of additional third party software. The PUA category provides users with increased insight and control over their computers by detecting applications that are not categorized as malware, but that users may not want installed on their computer or network.

If you feel you have a PUA on your system that Webroot is not detecting, click here to open a support ticket.

Run.dll Error

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A run.dll error occurs when a program tries to reference or call a .dll that is missing or corrupt. If you have had an infection removed from your computer recently, this could be the cause of the error message.

If the message only shows up when you start your computer, which is common for these errors, you can simply close the message. It is not harmful to the computer. However, if you would like to stop this message from popping up, you can do so in msconfig under the Startup tab. We recommend only going into msconfig if you are an advanced user. If you are not an advanced user, you can contact a local technician or Microsoft Support for assistance.

If there are other symptoms on your computer besides the error popping up, open a support ticket for infection removal assistance.


Using SecureAnywhere to Scan and Remove an Infection:

 
If the steps above did not resolve the issue you are having on your computer, run a scan with Webroot on your computer. To run a manual scan, click here for instructions.

If you are having trouble scanning for infections because there is a pop-up blocking you or you are having issues starting your computer normally, try scanning in Safe Mode with Networking. For instructions on how to start in Safe Mode with Networking, click here.


Contacting Support for Further Assistance:

 
If the steps above did not resolve the issue you are having on your computer, you can click here to submit a support ticket. Remember to let us know detailed descriptions of the behavior(s) for us to best understand the issue. Be sure to send this ticket from the infected machine if at all possible to provide us with the most information.

Please help by categorizing your issue, select Threat – Virus/Spyware Infection. When you have completed the form, click Send to Webroot Support.


 
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