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Trouble Updating Webroot Spysweeper W/ Anti Virus


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#1 Plfear

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Posted 13 September 2008 - 01:40 AM

I installed spy sweeper and then called webroot to upgrade to spy sweeper w/ anti virus. They sent me the download for the anti-virus and I installed as per their instructions. However, the anti-virus does not function after installation. I've been in contact with webroot and so far, they've been no help. I'm wondering if I have some sort of virus that won't allow installation or function of anti-virus software. We tried installing McAfee as well, and could not get it to work either. Also, when trying to update our existing spy sweeper, we get an error message saying "unable to establish a connection" and "the program was unable to check for updates". I am connected to the internet, so I don't know what the problem is. Please help. We have no anti-virus protection on our computer right now.

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#2 boopme

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Posted 14 September 2008 - 08:39 PM

Hello and welcome,see if this will run. If so post back the scan log.

Please download Malwarebytes Anti-Malware and save it to your desktop.
  • Make sure you are connected to the Internet.
  • Double-click on mbam-setup.exe to install the application.
  • When the installation begins, follow the prompts and do not make any changes to default settings.
  • When installation has finished, make sure you leave both of these checked:
    • Update Malwarebytes' Anti-Malware
    • Launch Malwarebytes' Anti-Malware
  • Then click Finish.
  • MBAM will automatically start and you will be asked to update the program before performing a scan. If an update is found, the program will automatically update itself. Press the OK button to close that box and continue. If you encounter any problems while downloading the updates, manually download them from here and just double-click on mbam-rules.exe to install.
  • On the Scanner tab:
    • Make sure the "Perform Quick Scan" option is selected.
    • Then click on the Scan button.
  • If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.
  • The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.
  • When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".
  • Click OK to close the message box and continue with the removal process.
  • Back at the main Scanner screen, click on the Show Results button to see a list of any malware that was found.
  • Make sure that everything is checked, and click Remove Selected.
  • When removal is completed, a log report will open in Notepad.
  • The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.
  • Copy and paste the contents of that report in your next reply and exit MBAM.
Note: If MBAM encounters a file that is difficult to remove, you may be asked to reboot your computer so it can proceed with the disinfection process. Regardless if prompted to restart the computer or not, please do so immediately. Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware. MBAM may make changes to your registry as part of its disinfection routine. If you're using other security programs that detect registry changes, they may alert you after scanning with MBAM. Please permit the program to allow the changes.
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