Hello @wdh ,

Welcome to the Webroot Community,

Sorry to hear you are having trouble with Webroot.

Please Submit a Support Ticket so that they can fix this issue for you. It may just be having to whitelist the Brothers Printer. This is a free service with your Webroot Subscription.

Hope this helps?

@wdh you could also try uninstalling/reinstalling Webroot while waiting for Support?

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 Geek Squad 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 DO NOT import any old settings as you can set it up as you like once it's done
• Let it finish it's install scan
• Reboot once again

Please let us know if that resolves your issue?

Thanks,

I used the uninstall reboot reinstall process but still receive a connection error when trying to use brothers remote access app for connecting to the printer via wifi. 

Well at least you tried because reinstalling Webroot does fix alot of issues. So I guess it's a Support Ticket...please let us know if you get a chance, if you get this issue resolved. 

Sorry I couldn't help more. 

On the latest 10 update webroot is clobbering some printing operations and making it a very slow process!

I reported this two days ago and have heard nothing!

This needs sorting asap!

Please respond!

I as well submitted a ticket two or three days ago and also now answer as of this date.

Hello @wdh & @cpcnw  

May I ask if Support has been in touch with either one of you yet?

Yes, just today - although I can’t action until Tue/Wed

Thank you @cpcnw for responding back. Sorry for all the inconveniences and please keep us posted if you can so that we may help others with similar issues.

All the best, 

Sherry

No not as of today

Hi wdh,

Sorry to hear that...

Maybe I can ping our Community Specialist and see if @khumphrey or @freydrew can check on your Support Ticket?

This is what they sent me - took a couple of days. Seriously guys this should be a sticky at the head of all forums!

---

Hello,

Thank you for contacting Webroot.

In order to better understand what is occurring, we would like to gather more information with our specialized log gathering utility, wsalogs, which will greatly expedite the diagnosis and repair of the issue that you are experiencing. Once you have completed the following instructions, please let us know that the logs are available for our review.

Below are the steps to gather this data.

To gather logs:

1. Download Webroot's log-gathering utility from the following link:

http://download.webroot.com/wsalogs.exe

2. Save the file to your Desktop or the preferred Download folder of your web browser.
3. Double-click the wsalogs.exe file to run it.
4. In the box labeled "Email" enter the same email address you used for this support site.
5. Click the "Go!" button to begin the log gathering process.
6. If you are prompted, please enter your keycode. If you do not have a keycode, please use a trial keycode which you can obtain here:

https://www.webroot.com/us/en/home/products/trials/av

7. Once logs have been submitted, please update the ticket to reflect this action.

Expect the utility to take between 1 to 10 minutes to gather the necessary information.
The run time depends on various factors on your computer, including the size of the Webroot software logs and the compression speed of the computer. This utility is designed to gather extended logs from Webroot SecureAnywhere and basic system information from your computer.

A copy of the logs will also be available on your Desktop, named in the following fashion "wsalogs_email@you.set_date-time.zip". The utility will then attempt to return you to this web page, please leave a message letting us know you have sent the requested logs.

Your privacy is very important to us. All information gathered is in accordance with Webroot's Privacy Policy and will only be used to expedite the identification and resolution of the issue reported. You can view our Privacy Policy here: www.webroot.com/privacy.

Thank you,

The Webroot Support Team

Fantastic information @cpcnw! Much appreciated.

http://download.webroot.com/wsalogs.exe 

Also I just thought of this..

You may  want to look at these Settings in Webroot GUI.

And check Webroot Active Connections. Look for the Brother Communicator or/and depending on what options you have installed, such as ePrint, possibly anything associated with the Brother Printer and ensure they are set to Allow.
 
Also while trying to print, check the Active processes found under Utilities -> Advanced-> System Control -> Control Active Processes (Tab), and click the Start button at the bottom.  Again, look for the Brother Communicator (or something to that effect ),  & RunDll32.exe, and Spoolsv.exe.  They need to be set to Allow.