I frequently warnings from webroot that active threats are present and that I need to scan my computer to remove them. However, a scan of the computer indicates that no threats were found or removed. The warning is then gone. Why is this happening?
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Hello WDJR11
Welcome to the Webroot Community,
I don't think I have heard of this happening before. Can you send a screen shot of this warning? Are you using a PC or a Mac computer?
Can you tell me if Webroot in the system tray has changed colors?
The main interface change colors, as follows:
Have a look here to and see if this is what you are seeing: https://community.webroot.com/t5/Webroot-SecureAnywhere-Antivirus/PC-Threats-Removed-Stats/ta-p/1698...
Please look here at the PC User Guide http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C11_ReportsandViewers/CH11a_SavingScanLog.htm
Welcome to the Webroot Community,
I don't think I have heard of this happening before. Can you send a screen shot of this warning? Are you using a PC or a Mac computer?
Can you tell me if Webroot in the system tray has changed colors?
The main interface change colors, as follows:
- Green. Your computer is secure.
- Brown. An important function has been disabled.
- Red. One or more critical items require your intervention.
Have a look here to and see if this is what you are seeing: https://community.webroot.com/t5/Webroot-SecureAnywhere-Antivirus/PC-Threats-Removed-Stats/ta-p/1698...
Please look here at the PC User Guide http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C11_ReportsandViewers/CH11a_SavingScanLog.htm
The next time this occurs I will attempt to capture and send a screen shot. I am using a PC, Windows 7. I do not usually have a Webroot icon in my tray but can see it by showing hidden icons. I have corrected that and have now added it to my tray. When this warning occurs it shows up as a red exclamination point superimposed on the Webroot icon. When I open Webroot I then get the indication of active threat numbers and the message to scan to remove them. The hour long scan then results in the message "no threats detected"
Hi WDJR11
I must say that the Webroot scan should not take an hour to finish. This is not normal for Webroot. Would you please do a uninstall/reinstall of Webroot? This will only take minutes to do.
Please follow the steps closely!
Thanks,
I must say that the Webroot scan should not take an hour to finish. This is not normal for Webroot. Would you please do a uninstall/reinstall of Webroot? This will only take minutes to do.
Please follow the steps 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) Let us know if it is the Mac version you need.
- Uninstall WSA and Reboot
- Install with the new installer, enter your Keycode and don't import any settings if asked to as you can set it up as you like once it's done
- Let it finish it's install scan
- Reboot once again
Thanks,
Hi ?,
I just wanted to mention that if you have any concerns about reinstalling Webroot. That you could Submit a Support Ticket and they would be able to figure this issue out for you. This is of course a free service with your Webroot subscription.
I just wanted to mention that if you have any concerns about reinstalling Webroot. That you could Submit a Support Ticket and they would be able to figure this issue out for you. This is of course a free service with your Webroot subscription.
Hi WDJR11
Welcome to the Community Forums.
If I many just add to what Sherry has suggested...what does sometimes happen is that you will get notification of a threat, usually from a popup in the bottom right hand corner of the screen. At that point if you check, i.e., open WSA, you will see that it is running a scan (but this happens silently and so is easy to miss).
As a result of this WSA may quarantine items, and again this may happen without notification given that it is part of the 'dealing with the threat' process. Conversely, WSA may have detected a threat based on the local heuristic functionality of WSA and then checks the finding in the Cloud, finds that it was a false positive and therefore there is 'no longer' a threat.
Either way, what I do when this circumstance occurs is to check for a scan running, check Quarantine for any items that WSA may have put there and then run a further manual scan, just for confirmation (as quarantined items are always included in further scans).
That usually 'resolves' or clarifies the 'issue' for me, and hopefully will for you in the future.
The scan takiing an hour is an altogether different issue and Sherry's advice about an uninstall/clean reinstall should fix that, and if not then you always have the Support Ticket option.
Hope that helps further?
Regards, Baldrick
Welcome to the Community Forums.
If I many just add to what Sherry has suggested...what does sometimes happen is that you will get notification of a threat, usually from a popup in the bottom right hand corner of the screen. At that point if you check, i.e., open WSA, you will see that it is running a scan (but this happens silently and so is easy to miss).
As a result of this WSA may quarantine items, and again this may happen without notification given that it is part of the 'dealing with the threat' process. Conversely, WSA may have detected a threat based on the local heuristic functionality of WSA and then checks the finding in the Cloud, finds that it was a false positive and therefore there is 'no longer' a threat.
Either way, what I do when this circumstance occurs is to check for a scan running, check Quarantine for any items that WSA may have put there and then run a further manual scan, just for confirmation (as quarantined items are always included in further scans).
That usually 'resolves' or clarifies the 'issue' for me, and hopefully will for you in the future.
The scan takiing an hour is an altogether different issue and Sherry's advice about an uninstall/clean reinstall should fix that, and if not then you always have the Support Ticket option.
Hope that helps further?
Regards, Baldrick
Thanks to both of you regarding your recommendations...I will try to implement these to see if this problem and the problem of long scan times are corrected. Appreciate your help!
WDJR11
WDJR11
Hi WDJR11
You are most welcome...glad to help...you know where we are should you require further assistance in the future.
Regards, Baldrick
You are most welcome...glad to help...you know where we are should you require further assistance in the future.
Regards, Baldrick
You are very welcome! 😉
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