Hello brendaholling, welcome to the Webroot Community!

 

For us to answer this quetion the best, we need to know just a little more:

 

What website did you purchase the software from?  (Webroot, Amazon, Best Buy, etc?)  Generally, it is not needed to download from the site you purchased it, we can provide you an alternate link to use but we need to know which version (Where purchased) in order to do that 🙂

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i bought it on the Webroot website. After try to download and hit "run" the Threat box from computer comes up and it won't let me continue

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@ wrote:

i bought it on the Webroot website. After try to download and hit "run" the Threat box from computer comes up and it won't let me continue

Can you provide any other details on this threat box?  Is there any program symbol or name on it?  (I am wondering if there is another Antivirus on the computer that is blocking the Webroot install).

 

If you want you can try to download a new copy and try that to see if it will work.  THIS LINK should be the correct download for you to use if you are using a Windows computer.  

 

If you are using a Mac computer, you might need to disable Gatekeeper prior to trying to run the Webroot installer,

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The box said "Webroot Secure Anywhere" and it tells me there are threats. I have a PC not a mac. Once this box comes up I can't continut to get the new Webroot installed.

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Do you already have an old copy of Webroot installed on the computer?

 

If not.. it sounds like the installer itself is encountering malware that it cannot remove automatically.  You might try to reboot the computer into Safe Mode with Networking and attempt the install then.

 

Is there any option to continue, remove threats, anything like that in the box or just a CLOSE button?

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There is an old version of Webroot on the computer but is is expiredl When the threat box appears, I can only X out of it.

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Ok, if your old copy of Webroot is also directly from Webroot, (NOT a Best Buy Subscription Software version) you may not need to install the new copy.  If your old copy has expired within the last.. year, all you would need to do is simply put your new key code into the existing software.

 

Open WSA

Click the 'gear tool' next to My Account

There will be a big white box on the left side of the screen.  Enter your key code here (No hyphens) and click the Activate button.

 

This should re-activate the software with your new key code.  If it doesn't, let me know.

 

Depending on how long your software has been expired, we might need to get it updated.  On that same screen in My Account, click the About SecureAnywhere tab.  Click the Check For Updates button.

 

If any updates are available this will force download them.

 

If the software is now reactivated and updated, go back to the main screen and click the Scan My Computer button.

 

 

Let me know if this works.  If it does not, you will want to submit a Trouble Ticket to have Webroot Support take a look.  This is a free service for anyone with a valid Webroot license.

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THANK YOU, THANK YOU, THANK YOU -- It worked!! Two threats were discovered and removed. Thanks again!!

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@ wrote:

THANK YOU, THANK YOU, THANK YOU -- It worked!! Two threats were discovered and removed. Thanks again!!

AWESOME!!!  I am really sorry that took several replies and forth to figure out, but I am really glad that it is fixed, with no need to go through Support!

 

Please come on back any time you have a question, problem, or just want to learn more about WSA or even just chat.  We are a friendly bunch here with a lot of good folks who like helping out 🙂

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Also, just to mention that if the previous Webroot product installed was one of the earlier 'Legacy' products, then running the upgrade tool might help: WebrootLegacyproductscleanupToWSA

 

Ooops...I'm slow...glad it's fixed :D

 

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