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Trying to uninstall and reinstall, but i am not able to do so. Webroot will not scan or oprate.
Hi wlaw

 

Welcome to the Community Forums.

 

If you are having trouble uninstalling WSA via the conventional method then please take a look at this KB Article that explains how to use the commandline method, which usually does the trick. Though, please note that you need to run the commandline from a Run or Cmd prompt that has elevate rights, i.e., is being run as an Adminstrator.

 

If you need any clarification on all of this please post back with specific questions.

 

Then to reinstall WSA please follow the steps below closely!

 


  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example:SA69-AAAA-A783-DE78-XXXX
  • 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)
  • Install with the new installer, enter your Keycode and do NOT import any settings if offered by the installer; to as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Hopefully that will resove the issue for you.

 

Regards, Baldrick

 

 
Good Morning,

 

The problem is more extensive than intially thought.

Concerned that reinstallation of webroot will also be blocked.

 

Attempt to open IE is blocked.

Attempt to download Mozilla is blocked.

Attempt to open webroot blocked.

 

Restart produces AppCacheLookup error and displays WININET.dll missing.

SFC/SCANNOW not working.

Attempt to access Internet security settings is blocked. 

Attempt to access Microsoft Safety Scanner is blocked.

 

Any suggestions?

 

Thank you.

 
The exact error message:

 

WRSA.exe - entry point not found

 

The procedure entry point AppCacheLookup could not be located in the dynamic link library WININET.dll.

 

 
Hi wlaw

 

Given what you are describing I would definitively uninstall WSA, reboot and then undertake a clean reinstall as per my instructions in the previous post, to see if that resolves the issue.

 

Regards, Baldrick
I tried to uninstall webroot via the control panel and then I tried the uninstall command using run.

The WRSA.exe error continues to appear as if the program cannot be accessed without AppCacheLookup.

 

Thanks for your recomendations.

Please let me know if you think of something else I can try.
@ wrote:

I tried to uninstall webroot via the control panel and then I tried the uninstall command using run.

The WRSA.exe error continues to appear as if the program cannot be accessed without AppCacheLookup.

 

Thanks for your recomendations.

Please let me know if you think of something else I can try.

Hello,

 

Can you try again in Safe Mode with Networking! Also do you have your online account setup? Webroot SecureAnywhere Online Account

 

Thanks,

 

Daniel ;)
Hi wlaw

 

You can try to uninstall in Safe Mode, making sure that it is the Safe Mode WITH Networking option. But if that does not work then you will need to Open a Support Ticket, to alert the Support Team and get them involved.

 

Regards, Baldrick
Yes, i have an account. I will restart in safe mode and try again....
Great...keep us posted as to how you get on.

 

Regards, Baldrick
@ wrote:

Hello,

 

Can you try again in Safe Mode with Networking! Also do you have your online account setup? Webroot SecureAnywhere Online Account

 

Thanks,

 

Daniel ;)

If you have your online account setup you can deactivate the said PC involved and that will send a command to uninstall WSA please see here: https://community.webroot.com/t5/Webroot-SecureAnywhere-Antivirus/How-to-Deactivate-a-PC/ta-p/31240 and after it's gone go back an reactivate it again https://community.webroot.com/t5/Webroot-SecureAnywhere-Complete/How-to-Reactivate-a-PC/ta-p/28954 and install WSA as Baldrick said! It will take time to send the command to the said PC so be patient and if in the end nothing works Contact support.

 

HTH,

 

Daniel 😉
I restarted PC in safe mode, i followed the steps that were provided to deactivate and attempt to reinstall. The first issue i noticed is that the webroot account does not recognize the PC being protected. When i went to add a PC it attempted to download and yet again i am getting a wsainstall.exe Failed - Blocked message. As previously mentioned i will submit a help ticket. Thanks for all your help and suggestions....

 

wlaw
Hi wlaw

 

OK, please keep us posted on what the Support Team come back with in relation to this issue. A tip...you can link this thread in the Support Ticket so as to avoid you having to retype all the informaiton on what has been discussed/tried, etc. ;)

 

Regards, Baldrick

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