Is it true I can only get support during "regular business hours"?
I had a threat on my computer, Webroot blocked it and now I am getting a System Error message and can't do hardly anything. When I try to use IE it moves incredibly slow. This error message pops right back up the minute I click okay. The only time I can get help is in the evenings. Is there anyone that can help? The number I called said I had to call during business hours.
+62Hello kjberri,
Welcome to the Community,
Can you tell me what the error message that you are getting that keeps popping up?
If you want you can submit a Support Ticket free of charge with an active subscription/ They will contact you through your email as soon as they can. Try to issue that ticket before the weekend . When submitting this support request they are available 24 hrs a day. But it'll take more time for them to respond.
Please let us know how you are doing.
Kind Regards,
Welcome to the Community,
Can you tell me what the error message that you are getting that keeps popping up?
If you want you can submit a Support Ticket free of charge with an active subscription/ They will contact you through your email as soon as they can. Try to issue that ticket before the weekend . When submitting this support request they are available 24 hrs a day. But it'll take more time for them to respond.
Please let us know how you are doing.
Kind Regards,
Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.3.2}, Security: iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester. Security
1 person likes this
The error message I am getting is from SMartWebApp.exe - System Error
The program can't start because swhk.dll is issing from your computer. Try reinstalling the program to fix this problem.
My son had said yes to something when he used the computer and I would get annoying messages when I use IE searching for products. It didn't mess up the computer, until the threat was cleared out and it must have removed part of this software but not all of it.
Thanks for replying. 🙂
The program can't start because swhk.dll is issing from your computer. Try reinstalling the program to fix this problem.
My son had said yes to something when he used the computer and I would get annoying messages when I use IE searching for products. It didn't mess up the computer, until the threat was cleared out and it must have removed part of this software but not all of it.
Thanks for replying. 🙂
+62Hello kjberri,
From my research I've found this below.
SmartWebHelper.exe and SmartWebApp.exe are the processes that belong to SmartWeb. Thus, if you ever notice them running on your system, there are no doubts that this advertising-supported application is residing on your system. As it is an adware program, SmartWeb will display coupons, deals, and other similar content when you visit different kinds of commercial websites.
You might be even taken to the websites full of malware after clicking on any of these commercials generated by SmartWeb.
Please have a look here at PUAs and see if this KB article can help.
You might want to try to do this as follows but it's a long shot and I do feel Webroot Support will have to fix this error.
Windows 8
Have you done another scan with Webroot? Please open up Webroot and click scan. See if Webroot picks up anything else.
Sorry if I wasn't much help but Support will get you sorted as soon as they can.
Best Regards,
From my research I've found this below.
SmartWebHelper.exe and SmartWebApp.exe are the processes that belong to SmartWeb. Thus, if you ever notice them running on your system, there are no doubts that this advertising-supported application is residing on your system. As it is an adware program, SmartWeb will display coupons, deals, and other similar content when you visit different kinds of commercial websites.
You might be even taken to the websites full of malware after clicking on any of these commercials generated by SmartWeb.
Please have a look here at PUAs and see if this KB article can help.
You might want to try to do this as follows but it's a long shot and I do feel Webroot Support will have to fix this error.
Windows 8
- Tap the Windows key.
- Start typing Control Panel.
- Select it.
- Click Uninstall a program.
- Right-click on SmartWeb.
- Click the Uninstall button.
- Open the Start menu.
- Select Control Panel.
- Click Uninstall a program.
- Select the suspicious application.
- Click the Uninstall button.
Have you done another scan with Webroot? Please open up Webroot and click scan. See if Webroot picks up anything else.
Sorry if I wasn't much help but Support will get you sorted as soon as they can.
Best Regards,
Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.3.2}, Security: iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester. Security
1 person likes this
Sherry you are a great help, thanks for trying to help
I had done some looking at what I saw whas some real squirrely ways to try and get rid of it.
I was afraid they were ways to mess me up more.
I did the uninstall and I'm going to reboot my PC because there are tons of this error message each click brings it back again. I'll see what that does and then run a scan again (good idea also).
I have been so busy with my job that I haven't had time to focus on this, especially when the computer was moving very slow. Today it has been much better just the annoying message shoved off to the side of my screen.
Ill be back on to let you know if this worked. Thanks for all your help.
If this doesn't work, then I will open a ticket. I had hoped to talk with a person tonight and was just disappointed there wasn't a chat even I could communicate with Webroot. Thanks again. I'll get back as soon as possible.
I had done some looking at what I saw whas some real squirrely ways to try and get rid of it.
I was afraid they were ways to mess me up more.
I did the uninstall and I'm going to reboot my PC because there are tons of this error message each click brings it back again. I'll see what that does and then run a scan again (good idea also).
I have been so busy with my job that I haven't had time to focus on this, especially when the computer was moving very slow. Today it has been much better just the annoying message shoved off to the side of my screen.
Ill be back on to let you know if this worked. Thanks for all your help.
If this doesn't work, then I will open a ticket. I had hoped to talk with a person tonight and was just disappointed there wasn't a chat even I could communicate with Webroot. Thanks again. I'll get back as soon as possible.
1 person likes this
+62Hi,
I'm not sure if you want to do a scan in SafeMode with Networking and that might work better.
Encase you want to follow these instructions that the Community has drawn up.
Can you run a deep scan in Safe Mode the instructions on how to do so are shown below.
1. Start your computer in Safe Mode with Networking. For instructions on starting in Safe Mode with Networking
http://www5.nohold.net/Webroot/Loginr.aspx?pid=12&login=1&app=vw&solutionid=68
2. Open Webroot SecureAnywhere from the tray, start menu or desktop icon.
3. Click on the cog icon next to 'PC Security'. http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C2_Scanning/CH2e_Defining_Custom_Scan...
4. Open the 'Scan & Shields' tab.
5. Click the 'Custom Scan' button.
6. The default scan option is 'Deep'. Click Scan.
This will start a Deep Scan of your system. Please allow this scan to complete and remove any threats found. Once the scan is complete, you may restart your system normally. And please let us know if your issue persist as you may need to Submit a Support Ticket for further Expert help.
Thanks,
I'm not sure if you want to do a scan in SafeMode with Networking and that might work better.
Encase you want to follow these instructions that the Community has drawn up.
Can you run a deep scan in Safe Mode the instructions on how to do so are shown below.
1. Start your computer in Safe Mode with Networking. For instructions on starting in Safe Mode with Networking
http://www5.nohold.net/Webroot/Loginr.aspx?pid=12&login=1&app=vw&solutionid=68
2. Open Webroot SecureAnywhere from the tray, start menu or desktop icon.
3. Click on the cog icon next to 'PC Security'. http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C2_Scanning/CH2e_Defining_Custom_Scan...
4. Open the 'Scan & Shields' tab.
5. Click the 'Custom Scan' button.
6. The default scan option is 'Deep'. Click Scan.
This will start a Deep Scan of your system. Please allow this scan to complete and remove any threats found. Once the scan is complete, you may restart your system normally. And please let us know if your issue persist as you may need to Submit a Support Ticket for further Expert help.
Thanks,
sSherji (sorry I typed it wrong the last time)
It looks like the message is gone. Thank you very much. I did receive another threat message from the Webroot software, it did the scan and said it didn't find any threats. After the reboot I am able to get to IE and Google Chrome without issues.
I thank you a lot. I still have so much to learn about the Windows 8 and where everything is. Now I know an easy way to get to the control panel. I knew it was there somewhere but finding it has not been easy.
Have a great evening and know you have one person you can say is very happy because of you helping her out. 🙂 🙂 🙂
It looks like the message is gone. Thank you very much. I did receive another threat message from the Webroot software, it did the scan and said it didn't find any threats. After the reboot I am able to get to IE and Google Chrome without issues.
I thank you a lot. I still have so much to learn about the Windows 8 and where everything is. Now I know an easy way to get to the control panel. I knew it was there somewhere but finding it has not been easy.
Have a great evening and know you have one person you can say is very happy because of you helping her out. 🙂 🙂 🙂
sSherji (sorry I typed it wrong the last time)
It looks like the message is gone. Thank you very much. I did receive another threat message from the Webroot software, it did the scan and said it didn't find any threats. After the reboot I am able to get to IE and Google Chrome without issues.
I thank you a lot. I still have so much to learn about the Windows 8 and where everything is. Now I know an easy way to get to the control panel. I knew it was there somewhere but finding it has not been easy.
Have a great evening and know you have one person you can say is very happy because of you helping her out.
It looks like the message is gone. Thank you very much. I did receive another threat message from the Webroot software, it did the scan and said it didn't find any threats. After the reboot I am able to get to IE and Google Chrome without issues.
I thank you a lot. I still have so much to learn about the Windows 8 and where everything is. Now I know an easy way to get to the control panel. I knew it was there somewhere but finding it has not been easy.
Have a great evening and know you have one person you can say is very happy because of you helping her out.
1 person likes this
+62Oh Boondabah,
You are very Welcome and it was a pleasure working with you and here in the Forum is why we are here is to help others out. That's our reward when we are successful or not we enjoy doiing so
Good job done and if you have anymore questions then please ask! :D
You also have a good evening! Smooth running!
Kind Regards,
You are very Welcome and it was a pleasure working with you and here in the Forum is why we are here is to help others out. That's our reward when we are successful or not we enjoy doiing so
Good job done and if you have anymore questions then please ask! :D
You also have a good evening! Smooth running!
Kind Regards,
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