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blocking firefox and internet explorer

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Suddenly (October 6th) I was unable to start firefox and internet explorer. After lengthy online enquiries and many steps to try and detect/repair the problem persisted. I contacted Mozilla who reasonably suggested it must be a Windows problem. Then contacted Microsoft who had to escalate to a higher level 2nd stage remote technician repair mode. They suggested I uninstall Webroot ( but also did some other things!)
Problem then resolved.
I am nervous about re-installing.
Previously I have used BOTH Norton and Webroot software for years and years! What can you tell me about this?

    7 replies

    S
    New Voice
    • skywalker
    • New Voice
    • 12 replies
    • November 26, 2015
    I now have the same problem with webroot blocking both IE and FF(42) from running.
    I have to stop webroot to start them.
    Case opened with Webroot.
    B
    Bronze VIP
    • BurnDaddy
    • 2804 replies
    • November 26, 2015
    Hello ?
     
    Sorry you're having problems with FF and IE. I have tried both browsers on two different computers (WIN7pro, WIN10pro) and no problems here with Webroot running.
     
    I would recommend a clean install. It only takes a few minutes and should help.
     
    Please follow the steps closely!
     
    • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
    • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
    • Download a Copy Here (Best Buy Subscription PC users click HERE)
    • Uninstall WSA and Reboot
    • Install with the new installer, enter your Keycode and don't import any settings if asked to as you can set it up as you like once it's done
    • Let it finish it's install scan
    • Reboot once again
    Please let us know if that resolves your issue?
     
    Thanks, :)
     
    bd
    Ssherjj
    1 person likes this
    • Ssherjj
      Ssherjj
    S
    New Voice
    • skywalker
    • New Voice
    • 12 replies
    • November 26, 2015
    Hi,
     
    Sorry, nope, that did not work. As part of PD, I already removed WR, rebooted system and then reinstalled WR.
    Results same behavior, WR continues blocking IE or FF from starting.
     
    B
    1 person likes this
    • B
      BurnDaddy
    S
    New Voice
    • skywalker
    • New Voice
    • 12 replies
    • November 26, 2015
    I will add this started about 2 weeks ago.  I've been a WR customer since 2013 with no issues like this.
    B
    Bronze VIP
    • BurnDaddy
    • 2804 replies
    • November 26, 2015
    Hi ?
     
    Sorry to hear that  didn't work. The only other thing I can think to try would be to reset your browsers to see if that helps.
     
    To reset Internet Explorer settings
    1. Close all Internet Explorer and Windows Explorer windows that are currently open.
    2. Reopen Internet Explorer.
    3. Click the Tools button, and then click Internet options.
    4. Click the Advanced tab, and then click Reset. ...
    5. In the Reset Internet Explorer Settings dialog box, click Reset.
    To reset FireFox settings
    1. Click the menu button and then click help .
    2. From the Help menu choose Troubleshooting Information. ...
    3. Click the Refresh Firefox… button in the upper-right corner of the Troubleshooting Information page.
    4. To continue, click Refresh Firefox in the confirmation window that opens.
    If you're still experiencing problems then I would suggest you submit a ticket to support so they can determine what is causing this.
     
    Thanks. Happy Thanksgiving.
     
    bd
    B
    Bronze VIP
    • bjm_
    • 494 replies
    • November 26, 2015
    @ wrote:
    Suddenly (October 6th) I was unable to start firefox and internet explorer. After lengthy online enquiries and many steps to try and detect/repair the problem persisted. I contacted Mozilla who reasonably suggested it must be a Windows problem. Then contacted Microsoft who had to escalate to a higher level 2nd stage remote technician repair mode. They suggested I uninstall Webroot ( but also did some other things!)
    Problem then resolved.
    I am nervous about re-installing.
    Previously I have used BOTH Norton and Webroot software for years and years! What can you tell me about this?
    If you're running Norton v22.5.x along with Webroot.   Then, I reported simliar issue to Support some eight weeks ago and was told.  They've had other reports and to set FF/IE Application Protection at Allow as work around.    Last I heard.  Support is aware of the issue with Norton.   Run Webroot at Allow.   I'm sure Community experts will help you.
    S
    New Voice
    • skywalker
    • New Voice
    • 12 replies
    • November 27, 2015
    I tried setting app protection before I removed and reinstalled.  I'll try that again.  TY

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