My 60 second scan button won't work. It starts and then before it gets to the end connection is lost

Hi Glitzergirl
 
Welcome to the Community Forums.
 
Given that you have just installed WSA I would suspect a faulty installation and in that case, to check this out, the first thing is to do a clean install of WSA.  Removing and reinstalling WSA is pretty quick and usually takes well under 10 minutes.
 
Please follows the instructions below carefully:
 

• Make sure you have a copy of your Keycode
• KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
• Download a new copy HERE (Best Buy Subscription PC users click HERE)
• Uninstall WSA and Reboot
• Install with the new installer, enter your Keycode and DO NOT import any prior settings even if offered by the installer; you can set it up as you like once it's done
• Let it finish it's install scan
• Reboot once again

and now check to see if you still have the same issue.
 
If this fails to resolve the problem, you may need to contact Support for assistance.
 
If your subscription is directly through Webroot, you will need to contact Webroot Support.  You can do so by Opening a Support Ticket, or by phone during business hours.  (The online Ticketing system is manned 24/7)
 
If your subscription is through Best Buy Subscription Software services, you may need to call them at 1-800-GEEK-SQUAD.
 
Hope that this helps and please do let us know how this pans out for you or if hyou have any further questions.
 
Regards, Baldrick
 

Hi everyone, I am Lona. I just ordered and installed Webroot Antivirus. I love the big red button that gives a 60 second scan, but it doesn't work. Everytime I start it, it stops saying it lost the internet connection. Has anyone had this happen or know why this is happening? So frustrating!
 
EDIT: <threads merged as duplicates>; Baldrick

Thanks Baldwick. If I understand you correctly, you think I should uninstall webroot and then reinstall it again? I do have the key. I am not very computer savvy, so how do I uninstall with the computer online? Do I go to Webroots website and uninstall or where?

Hi Glitzergirl
 
Yes, what I am suggesting is precisely that...you should uninstall webroot, reboot your PC and then immediately reinstall again but from a new copy of the installer, which you should download FIRST using the highlighted links in my previous post.
 
Then uninstall Webroot you should use one of the following options in Windows...there is no need to go to the Webroot site to do this.  The reason you need to be online when you reinstall Webroot is so that you can activate it as part of the installation process....it needs an internet connection for that.
 
1. From the Start Menu go to Control Panel > and then EITHER Programs and Features OR Uninstall a Program (depending on how your Control Panel options are configured), and from there find the Webroot SecureAnyWhere entry, highlight it and then click the Uninstall option at the top of the screen
 
OR
 
2. Again from the Start Menu > All Programs > Webroot SecureAnywhere > Tools > Uninstall Webroot.
 
Either option should allow you to uninstall Webroot, and once that is done REBOOT your system immediately.
 
Once it has rebooted follow the remainder of the instruction I have provided from running the new copy of the installer, etc.
 
I hope that clarifies things sufficiently?
 
Regards, Baldrick