in shields & firewalls my offline shield keeps turning off ?

Hello jmilec,
 
Welcome to the Webroot Community,
 
Are you telling us that your Webshields are turning off? May I ask what version of Windows are you running?
 

 
 
You can Submit a Support Ticket and they certainly can check this out for you. https://www.webrootanywhere.com/servicewelcome.asp Free of charge with an active subscription.
 
 
 
 
 
 

Hi jmilec
 
Welcome to the Community Forums.
 
Have come across this before in the past and what sems to have worked for other users is to go into WSA and reactivate your subscription. It is quite simple to do and if you would like to give this a try then please follow the instructions below:
 
Click on the gear/cog symbol to the right of the My Account tab in the main app panel:
 

 
and on the next panel displayed make sure you are in the 'Keycode' tab. Once that tab is open copy paste or enter manually your keycode in the field provided and then click on the 'Activate' button. making sure that whilst doing this you are connected to the Internet:
 

 
Once that has completed I would exit WSA, reboot your system and then check on the status of the Offline Shield once you are fully logged. Hopefully this will work for you.
 
If not then post back and we can try another Approach.
 
Regards, Baldrick
 

Baldrick,
 
I was referred to this thread by Sherry.  I have the same problem and have tried re-activating the account, but it did not help.  I have also uninstalled-reinstalled twice with no success.  When I click on the gear icon by "PC Security," I get this screen:

I click to turn on, enter the requested characters, and Offline Shield turns on.  Within a few seconds or minutes it turns off again by itself.  If I have not left the screen, I can click it on again, but if I have closed "View Status" and re-opened, I have to enter the random characters again.  It never stays on more than a few minutes at a time.
 
On my two other PCs (all running Windows 10), the Offline Shield stays on.  Any other suggestions?
 
Thanks,
Robert

Hi Robwilli
 
Welcome to the Community Forums.
 
It is possible that you are actually set up to be controlled via the online console. To check that out/change it you access the web console and under 'PC Security' click on the 'Go to PC Security' you should be taken to a page that shows all the PCs that you have registered/are protected by WSA. 
 
Click on the icon for the one that you are interested in changing the setting for and that should display a popup panel headed with three options; About, Scan Information & Commands. 
 
Make sure that About is selected and then look at the bottom of the panel.  There you should see 'User Configuration' with '(Edit)' next to it.  If you click on edit you have access to a dropdown that allows you to select local management amongst other options.
 
Give that a try and once set to local management go back to WSA and change the Offline Shield setting to how you want it to be and monitor to see if it changes back or the issue is resolved.  Please note that you may need to wait 30 - 45 minutes, then do a couple of scans so the client can contact the Cloud, etc., so you may need to be a little patient before it works...but hopefully it will.
 
Regards, Baldrick

Baldrick,
 
You correctly identified the problem, and the solution was only a little different from your suggestion.
 
On the online console, under "PC Security" and "About," at the bottom of the page is "User Configuration" with an edit option.  However, the dropdown options are just Low-Medium-High-Maximum protection (no Local Management option).
 
Previously I had changed this setting to "Medium Protection," which is listed as the recommended option.  That setting apparently gave control of the Offline Shield to the online console.  I changed it back to the default "User configuration" option, and now the Offline Shield is staying on.
 
Thanks for your help--
Robert

Hi Robert
 
That is great news...thanks for letting us know. Glad to hear that your issue is resolved. :D
 
What is interesting is that I have just checked my online console and what I see is as you described, i.e., Low-Medium-High-Maximum protection but with an additional option termed "User Configuration" which is what my devices are set to. I am surprised that you do not have that setting also but that may be because you are not set up with admin privileges. Will have to look into that one...as a matter of curiosity. ;)
 
Regards, Baldrick