Hi @,

 

Welcome to the Webroot Community,

 

I apologize for the issues that you are describing.

 

This sounds like it could be related to the Identiy Shield within Webroot. Have you tried toggling this shield off to see if the issue persists?

 

I would advise creating a support ticket or giving our support team a call so that they can gather logs from the system and see what is happening. It could be caused by monitoring but I believe this to be related to the Identity Shield.

 

Support Number: 1-866-612-4227

Support Ticket: https://detail.webrootanywhere.com/servicewelcome.asp

 

Please let me know if there is anything else that we can do to assist.

 

Best Regards,

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oh,,,identity shield in webroot .

so my " security" is causing the problems...

 

thanks for the tip , i will try to find the off switch ,

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Hello @,

 

I apologize for the issue you are experiencing.

 

It could be the Identity Shield causing the issue, however if it is, that means there is a background issue as this is not an expected result.

 

I would advise turning off the Identity shield to see if the issue persists, and if it doesn't we know the issue is associated with the Identity shield.

 

If the issue still persists then it is not being caused by the Identity Shield.



Are you using a wireless keyboard by any chance? If so, it is likely that the batteries are dying, which would result in the same symptoms you are describing.

 

I would advise testing the Identity shield by clicking on Identity Protection and then clicking the little switch next to Identity Shield and then enter the Captcha and test the issue.

 

You can also create a support case with our support team and they can investigate this issue for you completely free of charge.

 

Support Number: 1-866-612-4227

Support Ticket: https://detail.webrootanywhere.com/servicewelcome.asp

 

Please touch base with me here and let me know if turning off the Identity shield solved the issue or it did not, and whether or not you are using a wireless keyboard.

 

I would be happy to continue assisting any way that I can.

 

Best Regards,

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hello james ,

no remote keyboard , it;s a simple toshiba laptop .

somehow things seem to have gotten worse now :(

 

i might try your free thing you mentioned / linked in your mail .

 

thanks

   A

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@,

 

Yes, at this point I would advise contacting our support team.

 

Support Number: 1-866-612-4227

Support Ticket: https://detail.webrootanywhere.com/servicewelcome.asp

 

Please let me know if they are able to assist you.



Best Regards,

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hello james ,

i did respond to the link and let "them" download a lot of information

at least that is what i think happened . some sort of log ?

i guess i'll wait and see to hear back ?

 

thanks ,

christian

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Hello @,

 

It is likely that our team wanted logs from the affected machine to see what is happening on your end.



I am sure that you will hear back from them shortly with next steps, or even a resolution.



Best Regards,

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hello james ,

wheny you said "shortly" on fri did you mean hours ? days ? weeks ?

cause the delays are going on , like trying to type this message and the curser

thingy  is erratic and it is a PAIN in the neck .

 

thnks

 

 

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Hello,

 

I was able to locate your ticket and it appears that one of our agents responded to you on June 11th requesting logs from the machine experiencing this issue.

 

Please open the ticket and follow the instructions provided. After uploading the logs you will want to respond back to the ticket to let them know the logs have been uploaded as requested.

 

Best Regards,

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hello ,

it told you i let them upload those"logs" on fri .

it's monday now and i still have not heard a peep .

that is why i mailed you again .

not sure how to let "them" know it was done .

you would think they know that at their end ????

 

thank you for your reply

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hello james ,

i tried to reply to technical support but message came back  !

itsa'  noreply addy............

great !

anyway you could get them to  respond to me ?

 

thanks

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Hello,

 

We ask for the customer to respond to our ticket after logs to let us know they are uploaded. There is no notification that we see or anything like that. I have spoken with the technician handling your case and they are currently reviewing your logs now.

 

You should receive a response once they have done that, it should be within the hour but it depends on what is found.



Best Regards,

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