Hello
@ it would be best to do a clean reinstall of WSA and it will clear everthing out for you.
Please follow the steps closely!
- Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
- Be sure you add your Keycode to your Online Console: Webroot SecureAnywhere Online Console
- KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
- Download a Copy Here (Best Buy Geek Squad Subscription PC users click HERE) Let us know if it is the Mac version you need
- Uninstall WSA and Reboot
- Check to make sure the WRData Folder is gone if not please delete before reinstalling
- Install with the new installer, enter your Keycode and DO NOT import any old settings as you can set it up as you like once it's done
- Let it finish it's install scan
- Reboot once again
Thanks,
Daniel
After the clean reinstall please
Submit a Suppot Ticket and ask them to whitelist all your unknown files.
Daniel
@ wrote:
Hi Daniel,
Thanks for the fast reply.
I was going to do all this tonight but noticed "Install with the new installer, enter your Keycode and DO NOT import any old settings as you can set it up as you like once it's done", so as its late I'll attend to this in the morning along with the ticket regarding the unknown files as I appear to have a lot of none standard settings. Not quite sure what "unknown files" means but I'm sure I'll find out.
Thanks
Bob
When unknown files are running on your system WSA will start journaling these unknown files just in case it's malware and if it turns out to be malware then WSA can rollback to the pre-infection state, I don't think that's your issue but you could be using some not well known programs and would need to be white-listed in the Webroot Cloud Database also WSA has known Good, Bad and Unknown files unlike other AV's that just know Good or Bad!
If you save a scan log these are Unknown [u] and Good [g] in the Webroot Cloud database
https://docs.webroot.com/us/en/home/wsa_pc_userguide/wsa_pc_userguide.htm#UsingReportsAndViewers/SavingScanLogs.htm%3FTocPath%3DUsing%2520Reports%2520and%2520Viewers%7C_____1
Example Only:
[u] d:program files (x86)urnaware premiumdiscinfo.exe [SHA256: 83B5D140D0EA978312E3EE87A862B86C1DFC524CD037AEA46BF08CFB825647D8] [MD5: 0BB63E2E8483471049734C08B1980DFE] [Flags: 00081001.11696]
[u] d:program files (x86)urnaware premiumcopyimage.exe [SHA256: F0060D089B26E3098BDD4BCD2F42F25D41881D64C53F1FF1C52F1223EE120A0A] [MD5: B3648FB4802A82D42AE1F7BD4D0A0E72] [Flags: 00081001.11697]
[u] d:program files (x86)urnaware premiumcopydisc.exe [SHA256: 1E4BE12874C96A04BBF4789F50137A563AE13F29EBC493F797F0BA0ED2CF6946] [MD5: 907627F01C9A27C09F47EA15444EF525] [Flags: 00081001.11698]
[u] e:security programs folderwindows firewall control folderwfc5setupv5.0.1.19.exe [SHA256: 96A10C50B43667C8EAF8F4F839F61939E8068ED5C237A8C61235D121B60DE5BB] [MD5: DC051101B068895F34EF4427F20316F1] [Flags: 08000000.12042]
[u] d:program files (x86)urnaware premiumspandisc.exe [SHA256: 1A1D3734D8AA0CF8A999E072D63BA3B48DB6CF1948C08510E26A75ACC71EE9D4] [MD5: F4017EADD8A7E07499D750509714FBE3] [Flags: 00081001.11701]
[u] d:program files (x86)urnaware premiumerasedisc.exe [SHA256: B02CE4A82A2C6EE8B5BA5185F05D86A664E04E7B070DD8B1059CDBD436E89A4F] [MD5: 9BCE93A4143561F1F5A7F1E787B7A0FE] [Flags: 00081001.11703]
See this short video:
HTH,
Daniel ;)
@ wrote:
Well that was painless !
Followed the instructions to the letter and all appears good.
After the removal the data folder was not gone but had some *.dmp files in there, so I deleted it. Rebooted.
Re-installed Webroot, let it complete its scan, which found nothing so did not need to create a case with support.
That's the easiest reinstall for a long time !
Awesome to hear Bob! WSA is by far the easiest to do a clean reinstall so keep the instructions above just in case you ever need to do it again!
Cheers,
Daniel 😉
