Hi UncleBob

 

A very Happ New Year's Eve to you!.

 

This does seem to havppen to some users from time to time, and what we have found that in some case an uninstall/clean reinstall resolves the issue...so I would recommend that you try this.  If you would like to then please follow the upcoming instructions 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 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 previous settings that may be offerred during the installation process; you can set it up as you like once it's done
  
• Let it finish it's install scan
  
• Reboot once again

then try running a scan.

 

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 submitting a Support Ticket, if you have not already done so, 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.

 

I hope something in all of this helps.  Please let us know either way and if you still have the problem we will look at a Plan B for you.

 

Regards, Baldrick

 

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Thank you for your prompt response.  I downladed the installer from the link you provided and right-clicked the install file to "run as admin"...  When it ran there was no option to uninstall.  It just started the webroot program and sat there.  I tried to scan with the same results... froze up.

 

I do have a program called "Revo Uninstall"... I will try that as it removes all registry keys as well.  Will let you know how I fair.

 

Thank you once again

 

UncleBob

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Revo is your last option try the following first.

 

For Windows Vista or 7:



Click Start, or the Windows start icon.



In the Start Search box, type: "C:Program FilesWebrootWRSA.exe" -uninstall

 

Now press the ENTER key.

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Hi UncleBob

 

OK, some of use here also use Revo Uninstaller and it is certainly worth a try and then a further re-install.  But if that does not work then I strongly recommend that you Open a Support Ticket and let the Support Team take a good look at this for you.

 

Please let us know how you get on.

 

Regards, Baldrick

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Ok... tried the revo uninstaller with no joy...  tried many things that did not work but that is not important.  What did work was as follows:  oops... Using Windows 8.1

 

1.  Used the Webroot Utilities/Antimalware Tools/Reboot into Safemode

 

2.  Right-Clicked on the WSAinstall.exe file you provided a link for.

 

3.  For some reason my firewall was not allowing Webroot to access my local network and this procedure alerted me

      to that fact.

 

4.  Placed a check in both boxes for local and public network access... and it now works fine.

 

 

I suspect either (Plex Media Server) or (Any-Video-Recorder) for the change in this setting as they were the only

changes that had been made to the system.

 

Thank you again for your help in this matter and hopefully someone will find my notes useful.

 

UncleBob

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Hi UncleBob

 

Glad that the issue is sorted for you, and thanks for the feedback.  Whilst it does seem that the reason for the issue is quite specific, it should be most useful in case someone else contacts the Community with the same or a similar issue...another avenue to explore.

 

Regards, Baldrick

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