Hi e9d8w7a6

 

Welcome to the Community Forums.

 

Please see this KB Article that covers this issue and provides advice on how to resolve it temporarily with a workaround whilst the Webroot Supportteam work on a permanent fix.

 

Regards, Baldrick

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There is no option to "Shut down protection." and I can't find "Basic Configuration" any place. I do have your file downloaded.

 

I also do not know what you mean by a CAPTCHA file.

 

Thank you.

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Hi e9d8w7a6

 

Thanks for the reply. Are you saying that when you right click on the notificaiton tray icon for WSA (Green circle with a 'W' in it) you do not see an option entitled 'Shutdown protection'? In case you do not know the notificaiton tray icons are displayed on the right hand side of the Taskbar, i.e., in the bottom right had corner of the Desktop, next to the System Time.

 

The CAPTCHA characters that are needed for the shutdown protection confirmation will appear in a popup when you have selected the 'Shutdown protection' options and all you need to do is to enter them as displayed in the space provided in the popup.

 

Apologies but I do not see a reference to "Basic Configuration" in the article I linked you so please explain where you are seeiing a reference to that.

 

Regards, Baldrick

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First, the WebRoot icon is on my desktop and right clicking on it does not reveal the possibility to "Shut down protection." I pinned it to the task bar (bottom of screen) and right clicked and still didn't have the shut down option. I have checked every possible menu on my WebRoot interface and there appears to be NO shutdown option.

 

Second, In the instructions to dowload the following zip file, in no. 3 it says, "3. Right-click the system tray icon and select "Shut down protection." (You may need to adjust your policy to allow WebRoot to shut down manually via the tray icon. This is under "Basic Configuration."   As stated in my previous post, there is no "Basic Configuration" to be found.

 

Any help would be appreciated.

 

Thank you.

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Indeed, but they should be a WSA icon in the notification tray area...see the screnshot below:

 

?

 

It should be in the general area as per 1. and if not then click on 2. to see if it is hidden (if it is then you can left click & hold and then drag it to the notification tray area so it displays as per 1.).

 

Let's start with that and see if we can at least get you to find the icon, and then once you have you should be able to righ click on it and follow the instruction.

 

Regards, Baldrick

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Let me jump in here. There's a current bug with certain Microsoft branded wireless keyboards, Windows 10, and Webroot. If you're getting a BSOD when you type just one keystroke on your Microsoft wireless keyboard (mostly in windows 10, but several windows 7 cases have been reported by Webroot Support technicians), this applies to you. You need to call Webroot Consumer Support  at 1-866-612-4227 (M-F, 7AM-6PM MST) and a technican can remote into your PC, apply a registry fix, and correct this issue. 



If you don't want to call, disconnect your wireless keyboard and use a wired keyboard as a temporary workaround. 

 

Firmware update is in development. I cannot provide an ETA on this. Thank you! 

 

 

 

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That is what was essentially advised in the KB Article in the 2nd post in this thread!

 

I believe that the OP is having issues relating the instructions provided to navigation around the client on their machine!

 

Thanks

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@ wrote:

Let me jump in here. There's a current bug with certain Microsoft branded wireless keyboards, Windows 10, and Webroot. If you're getting a BSOD when you type just one keystroke on your Microsoft wireless keyboard (mostly in windows 10, but several windows 7 cases have been reported by Webroot Support technicians), this applies to you. You need to call Webroot Consumer Support  at 1-866-612-4227 (M-F, 7AM-6PM MST) and a technican can remote into your PC, apply a registry fix, and correct this issue. 



If you don't want to call, disconnect your wireless keyboard and use a wired keyboard as a temporary workaround. 

 

Firmware update is in development. I cannot provide an ETA on this. Thank you! 

 

 

 

@  May I ask who you are?

 

Here is this fix your speaking of for the OP: https://www5.nohold.net/Webroot/ukp.aspx?pid=12&login=1&app=vw&solutionid=2544&donelr=1

 

But I would like to know who you are?

 

Thanks,

 

Daniel

 

 

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