This doc is a general overview of symptoms to look for in the event of a potential virus alert from your service support product, or a user calls in regarding a potential virus. We’ll also cover what to do in the event of a potential virus on a PC. We are using Webroot and MalwareBytes for our examples in our process.


Certain things you can look for or ask about are the following:

  • Slow computer performance (taking a long time to start up or open programs)
  • Problems shutting down or restarting
  • Missing files
  • Frequent system crashes and/or error messages
  • Unexpected pop-up windows
  • New applications (toolbars, etc.) that appear without you downloading them
  • Overworked hard drive (the fan makes sounds and seems to be whirring and working hard when you aren’t doing much)
  • Emails that send autonomously from your accounts
  • Browser lag or redirects
  • Malfunctioning antivirus programs or firewalls

Run heuristic virus scan on all drives:

This process can take hours depending on the amount of data on each drive.

  1. Open the SecureAnywhere interface by clicking the Webroot icon in the menu bar, then, from the drop-down menu, select Open Webroot SecureAnywhere.

    The scan statistics display in the middle of the Protected window.
SecureAnywhere GUI
Fig 1.1 SecureAnywhere GUI

To run a scan from the menu bar:

  1. From the menu bar, click the Webroot icon.
  2. From the drop-down menu, click Scan My Computer.
menu bar
Fig 1.2 Menu bar

If SecureAnywhere locates threats, it opens a window that guides you through the quarantine process. For more information, see Managing Detected Threats.

To run a scan from the main window:

  1. Open the SecureAnywhere interface by clicking the Webroot icon in the menu bar, then, from the drop-down menu, select Open Webroot SecureAnywhere.
  2. Click the Scan My Computer button.
Webroot Console GUI
Fig 1.3 Webroot Console GUI

Managing Detected Threats:


If SecureAnywhere detects a threat or suspicious file, it prompts you to manage the item. Follow this procedure on how to manage any threats to your system.

To manage detected threats:

1. In the Results panel, review the list of file names.

result panel

2. Do either of the following:

  • Keep the checkboxes selected, so items will be moved to quarantine.
  • Deselect any checkbox for which you recognize a filename and know that you need it to run an application.
    For any items you deselect, SecureAnywhere restores them to their original locations.
    Note: Do not restore a file unless you are absolutely sure it is legitimate.

3. On the bottom right of the window, click the Next button.

prepare for threat removal

Note: It is recommended that you click the Next button to move all items to quarantine, where they are rendered inoperable. If you determine later that you need a file, you can restore it to its original location.

4. On the Next Steps panel, click the Begin Threat Removal button. SecureAnywhere runs a follow-up scan again to make sure all threat traces are removed. If you cancel the scan, the main panel remains in a Threats Detected state and prompts you to run a scan.

Second Opinion:

Always good to have a second antivirus scanner available. Download the latest Malwarebytes free trial Here.

Run a Scan:

The Scan Pane is the introduction to scan-related options in the program. When you click Scan in the Menu Pane, you will see the screen shown below.

Main Scan Page GUI
Fig 1.1 Main Scan Page GUI
  1. Select Configure Scan.
  2. Ensure you select all drives and leave everything else default. (You can also do incremental scanning from a file/folder level). Click Scan to begin.
Drive selection
Fig 1.2 Drive selection
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