Hi! I hope you can help me. After scanning the internet I cannot seem to find any help for my problem. Here goes. I installed Webroot many months ago and had a six month antivirus protection after buying my computer from Best Buy, About a month ago it stopped working. I could no longer open the program. I thought it had expired, so I renewed it, tried installing again and it wouldn't work. I can't remember exactly what it was doing, but if I remember correctly, it wouldn't accept my new key code. After being frusrated and trying many things, I returned my renewal and uninstalled what I could from my computer of Webroot. However, when I restarted my computer recently, a box came up and asked if I wanted Webroot to make changes to my hard drive. Obviously something is still there. I went looking and found WRSA in my programs files. It does not show up in programs where I can uninstall it. If I try to delete the program, it tells me that it cannot delete the file because it is open in system. Help. I want to remove Webroot from my computer but can't seem to figure out how to do it. Obviously I cannot install it, but I also cannot uninstall it. Any thoughts?
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(edit for searchable subject line - Jim)
Solved
uninstallation issue
Best answer by Kit
My bad on that one. For some reason I was thinking you were talking about the older installation. The removal utility will NOT remove SecureAnywhere (WRSA.exe). Aggressive infections (TDL4, ZeroAccess) have been known to damage security software installations and prevent their proper operation. Doesn't sound to be the case in this situation though.
I was previously inquiring whether you asked us for support with your original problem prior to cancelling the renewal, and it sounds like you didn't. Please do always be encouraged to get help from us with any problems before cancelling service, since the cancellation of an active account can remove some data that can otherwise be used to assist you. Though of course if the account is still active and just the renewal is cancelled, that's a non-issue.
If wrsa.exe is prompting for UAC permissions when you start the computer, it's potentially set to run as administrator (a setting on the file itself for Compatibility Mode, but this should not be set), however it still sounds like the installation was damaged. For example, if the service was disabled or deleted by something, but the Run key is left behind and the settings data is damaged or corrupted, you will experience the symptoms you've described.
Your best bet in that case is to restart the computer into Safe Mode (Not "with networking", just regular Safe Mode). It should NOT prompt you or trry to run int hat case. Then remove:
C:windowssystem32driverswrkrn.sys
C:windowssystem32wruser.dll
The entire C:ProgramDataWRData folder
The entire C:Program FilesWebroot folder
The C:Program Files (x86)Webroot folder if it exists
This will remove all the code, but not the registry entries. You have the option to remove registry entries by hand, or to use a valid keycode (even a trial) to reinstall WRSA temporarily (takes a few seconds) and then uninstall it via normal methods thereafter, at which point it will clean up its stuff.
These are GENERIC directions, while the support contact opens a custom ticket for you and allows the collection of system-specific data via wsalogs.exe which allows for a tailored solution for your specific situation.
View originalI was previously inquiring whether you asked us for support with your original problem prior to cancelling the renewal, and it sounds like you didn't. Please do always be encouraged to get help from us with any problems before cancelling service, since the cancellation of an active account can remove some data that can otherwise be used to assist you. Though of course if the account is still active and just the renewal is cancelled, that's a non-issue.
If wrsa.exe is prompting for UAC permissions when you start the computer, it's potentially set to run as administrator (a setting on the file itself for Compatibility Mode, but this should not be set), however it still sounds like the installation was damaged. For example, if the service was disabled or deleted by something, but the Run key is left behind and the settings data is damaged or corrupted, you will experience the symptoms you've described.
Your best bet in that case is to restart the computer into Safe Mode (Not "with networking", just regular Safe Mode). It should NOT prompt you or trry to run int hat case. Then remove:
C:windowssystem32driverswrkrn.sys
C:windowssystem32wruser.dll
The entire C:ProgramDataWRData folder
The entire C:Program FilesWebroot folder
The C:Program Files (x86)Webroot folder if it exists
This will remove all the code, but not the registry entries. You have the option to remove registry entries by hand, or to use a valid keycode (even a trial) to reinstall WRSA temporarily (takes a few seconds) and then uninstall it via normal methods thereafter, at which point it will clean up its stuff.
These are GENERIC directions, while the support contact opens a custom ticket for you and allows the collection of system-specific data via wsalogs.exe which allows for a tailored solution for your specific situation.
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