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Can WRSA prevent some windows updates?

  • June 12, 2013
  • 8 replies
  • 273 views
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So I've been to the microsoft forums searching for support and I've literally tried almost every advice they could give me and the last conclusion they could come up with is that, my Webroot Secure Anywhere could have some conflict with my windows update. 
 
While it might not be necessarily true, but I think it can be possible. I bought this laptop a few weeks ago and I've never really had any issues with it.
 
If this is true, is there something on the program I need to configure? I've tried disabling the security features altogether, but that didn't help.
 
I am running Windows 8 64 bit with a Lenovo IdeaPad N580 btw.

Best answer by EamonF

Ah ok well that explains it, those error codes can give great detail into an issue. Two updates seem to be stuck and it means that a file needed by Windows Update is damaged or missing. Fortunately, references to that error code are all over Microsoft's website and they're some troubleshooting steps you can follow to resolve it. Thankfully it's not to do with your Webroot and looks relatively easy to fix 🙂 Here's the link:
 
http://windows.microsoft.com/en-US/windows-8/windows-update-error-0x80073712
 
Please let me know if this has resolved the issue for you.
 
Thanks!
Eamon F

    8 replies

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    • EamonFOpenText Employee
    • OpenText Employee
    • June 12, 2013
    Hi Chris,
     
    Thanks for getting in touch. Generally Windows Update would not be affected by Webroot especially since you disabled the security features (but I'm assuming you didn't kill WSA completely) of the product but I have noticed a lot of brand new files on your keycode (most likely since it's "patch Tuesday" over at Microsoft). 
     
    I am currently working on whitelisted your keycode and will post back as soon as I done.
     
    Thanks!
    Eamon F
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    • EamonFOpenText Employee
    • OpenText Employee
    • June 12, 2013
    Hi again Chris,
     
    Well my assumptions were correct, we had an absolutely huge Windows Update yesterday with a tonne of new Microsoft files which are now all determined. They're may be an underlying issue if the updates didn't work before yesterday but we'll get to that if it comes to it.
     
    We now recommend you run one Deep Scan with Webroot SecureAnywhere. To do so, please follow the instructions below.
     
    1. Open SecureAnywhere.
    2. Click PC Security.
    3. Open the Scan tab.
    4. Click the Custom Scan link.
    5. The default scan option is "Deep". Click Scan.
     
    This will start a Deep Scan of your system. Please let us know if your Windows Update works after this scan completes.
     
    Thanks!
    Eamon F
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    New Voice
    • Slick
    • Author
    • New Voice
    • June 12, 2013
    The Deep Scan came back clean, but the update still didn't work.
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    • EamonFOpenText Employee
    • OpenText Employee
    • June 12, 2013
    That's normal, the scan was to make sure the latest determinations were applied to your PC.
     
    Can you post us a screen shot of Windows Update not working for you? I'm not convinced it's WSA that is prevent this from working (actually, please temporarily close WSA by right clicking the tray icon and select "Shut down protection") so I would like to see the issue you are experiencing (error messages etc.).
     
    Thanks!
    Eamon F
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    New Voice
    • Slick
    • Author
    • New Voice
    • June 12, 2013
    This was recently ran while I had Webroot shutdown.

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    • EamonFOpenText Employee
    • OpenText Employee
    • Answer
    • June 12, 2013
    Ah ok well that explains it, those error codes can give great detail into an issue. Two updates seem to be stuck and it means that a file needed by Windows Update is damaged or missing. Fortunately, references to that error code are all over Microsoft's website and they're some troubleshooting steps you can follow to resolve it. Thankfully it's not to do with your Webroot and looks relatively easy to fix 🙂 Here's the link:
     
    http://windows.microsoft.com/en-US/windows-8/windows-update-error-0x80073712
     
    Please let me know if this has resolved the issue for you.
     
    Thanks!
    Eamon F
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    Dermot7
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    New Voice
    • Slick
    • Author
    • New Voice
    • June 12, 2013
    I followed one of the steps from the link you posted, which was refreshing my PC. It looks like that did that the trick.
     
    I checked for all important udates and I was able to update without a problem. Thanks EamonF!! :D
     
     
    RetiredTripleHelix
    RetiredTripleHelix
    Gold VIP
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    Great to hear Slick!
     
    Daniel
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