Skip to main content
To Customer Support To Customer Support
I had some threats on external drive but now there is nothing - I rescanned, clicked "Remove threats", everything... but the exclamation mark stays there :S Even after app restart ...

 

Please help

david
Could your keycode be running out of time like less than a month? Or just removing Malware?

 

Thanks,

 

Daniel 😉
If it's the first then you will need to renew WSA and if it's the latter it's best to Submit a Support Ticket and they can help you get this sorted.

 

Thanks,

 

Daniel 😉
I licence is valid for another 8 months or so...

 

I emailed the support, thank you!
@ wrote:

I licence is valid for another 8 months or so...

 

I emailed the support, thank you!

Thanks for getting back to us.

 

Please let us know what you find out from support so that other members who may experience this issue  may benefit from it as well.

 

Beth
I had to reinstall the product and the mark is gone....
Hello davidhq,



That's wonderful and we appreciate you letting us know that you resolved your issue of getting rid of the exclamation mark!



This will help others!;)



Have a Great Day davidhq!
And here is why it happened in the first place (happened again today):

 

1. Webroot found one threat on external drive

2. I manually deleted the folder from the drive

3. I clicked Remove Threats

4. now I'm stuck with exclamation point again

 

 

I let them know and I hope they fix this bug and also that my new exclamation is gone in the next update and I don't have to reinstall.
Try moving your mouse pointer over the exclamation mark again and see what WRSA reports!  It may say that the computer is infected or whatever and if so, try running scans again and keep an eye on it and see what the results are.  Maybe that might help!  If you have already been helped on this then that is great!  I try helping whom ever I can here in the Community!

 

                          Fred,

 
No, doesn't help because there is nothing when I hover over exclamation mark: http://cl.ly/image/1b0T1b3Z1G3F

 

thank you for helping though!
Did you try to do another scan? If not please do so!

 

Thanks,

 

Daniel ;)
Yes but the exclamation mark doesn't go away.... even if I put the infected file back... 

 

It's just a bug in webroot... so once you delete the infected file and click Remove Threats the software gets confusez because the file it's trying to quarantine is no longer there... and it looks like there is no way to reset this internal status without reinstalling it.
Sorry I haven't seen this activity so I would suggest to Submit a Support Ticket so they can look into it.

 

Thanks,

 

Daniel ;)
Your welcome!  Maybe if you right-click on the WRSA icon and click, "View Status" and see what it comes up!  Like the other person that posted a reply, it might be time to renew your keycode but then again, who knows what it might be!  But anyhow, try the procedure noted earlier and see what Webroot reports with on the "Status" screen which is usually the main screen when you launch WRSA!

 

          Fred,

 
Of course I have a valid licence and as I said nothing works.. they will have to fix the bug in the software... they didn't expect someone deleting the file manually and that's why it happens... -- end of story -- 

 

thank you
Hi David

 

Point well made...thanks for precising...as you said...end of story.

 

Regards, Baldrick

Reply


Terms & Conditions