I had a similar problem in October 09 -- but I had been using and still use Webroot software. Somehow the virus got buy it. I went round and round with Dell to the tune of $176 and 20hours on the phone over several days. With Dell taking control of my machine. Trouble with Dell is each time you talk with a techie, he starts from the beginning. Seems they work from home in India so they are not in the same room. So they do not have the same answers to your problem.
The first guy I talked with had programs he put on my computer that trapped the virus. He also had programs to reinstall my XP with service pack II. He was really great. They always say "I will call you back at this time tomorrow". But it was a different guy that called back. And the next guy didn't have those programs and had to go to Microsoft for the fix which didn't work. I never did get XP back on my computer. So beware of Dell. (I have since learned that you can ask the Dell Support for someone in America).
I would say your problem is not with Webroot. That said, if they have a policy to get your $$ back within a short time, you may want to give that a try.
Dell asked me to purchase Norton 360 from them for $100. But I refused, knowing I could get it cheaper elsewhere. Also, I have heard horror stories about Norton.
I ended up giving up because I was so frustrated and upset; so I bought a new HP computer -- with Windows 7 which created a whole set of new problems trying to get my programs to work on in.
Still wonder if I can take my Dell to a techie here in Los Angeles and get some of my stuff off of it. My bad for not backing it all up. At least my photos were backed up.
I have a Dell Dimension 3000 Pentium 4 desk top with Windows XP. I was getting a few pop-ups so I baught Webroot Internet Security Essentials. I installed it, did a sweep and when I restarted the system I had more problems so I did another sweep and had even more problems. Called Webroot, sat on hold for over an hour and while I was waiting I foolishly did another sweep and now my system won't even start in save mode. Now if I tap F8 as I turn it on it just logs me in and logs me out back to the admin page. Webroot told me I now need to take my system to a tech so they can get it started. Does anyone know how I can get logged in or past this problem? Webroot is nice enough to offer me a clean up for another $99.00 (They are so nice) if I can get into the system and on the net.