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I’m getting constant messages in scan log:
 

Sat 2023-11-04 00:55:08.0133    Genesis installation initiated.
Sat 2023-11-04 00:55:09.0209    C:\Program Files (x86)\Webroot\Components\WR-886c946fa8282a3ec041571c8fbf02de93c38a7f5092c4e2a9c82bb7866d243f.msi installer failed (1603)
Sat 2023-11-04 00:55:09.0209    Genesis installer (Install failed)

 

When I run the MSI manually, I get this in the MSI log:

 

MSI (s) (2C:E0) I02:10:54:951]: Executing op: ActionStart(Name=CA_WRCA_INSTALL,,)
MSI (s) (2C:E0) I02:10:54:951]: Executing op: CustomActionSchedule(Action=CA_WRCA_INSTALL,ActionType=3074,Source=BinaryData,Target=/Install "C:\Program Files\Webroot\Core\\",)
MSI (s) (2C:E0) I02:10:55:066]: Note: 1: 1722 2: CA_WRCA_INSTALL 3: C:\WINDOWS\Installer\MSI545C.tmp 4: /Install "C:\Program Files\Webroot\Core\\" 
CustomAction CA_WRCA_INSTALL returned actual error code 6 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (2C:E0) S02:10:55:066]: Product: Core -- Error 1722. There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action CA_WRCA_INSTALL, location: C:\WINDOWS\Installer\MSI545C.tmp, command: /Install "C:\Program Files\Webroot\Core\\" 

Error 1722. There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action CA_WRCA_INSTALL, location: C:\WINDOWS\Installer\MSI545C.tmp, command: /Install "C:\Program Files\Webroot\Core\\" 
MSI (s) (2C:E0) >02:10:55:071]: Note: 1: 2265 2:  3: -2147287035 
 

Hello @explanoit and long time no see buddy!

 

Are you using the Business version or the Consumer version? This is what they suggest to get the Core files to install or update to a newer version if a user is having issues.

 

Please follow the steps closely for Consumer!

  • 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
  • Go into Safe Mode and Delete these Folders if they are there!
  • C:\Program Files\Webroot Folder
  • C:\ProgramData\WRData Folder (Hidden Folder)
  • C:\ProgramData\WRCore Folder (Hidden Folder)
  • Boot back into normal mode
  • Install with the new installer, enter your Keycode
  • Let it finish it's install scan
  • Reboot once again
  • DO NOT import any old settings as you can set it up as you like once it's done

 

Please let us know if that resolves your issue?

Thanks,

Hey @explanoit  Did you get it to install correctly?

Thanks,

Hey @explanoit  Did you get it to install correctly?

Thanks,

Any news @explanoit ?

 

Thanks!

I’m getting the same issue on some of the machines I manage but we use the Business Version. I can’t find a download link on the management console although there should be one. What would be the steps to resolve this issue for me?

Thanks!

I’m getting the same issue on some of the machines I manage but we use the Business Version. I can’t find a download link on the management console although there should be one. What would be the steps to resolve this issue for me?

Thanks!

Hello @Ben Black 

 

Are you looking for the Business installer download link?

 

Business Download PC: https://anywhere.webrootcloudav.com/zerol/wsasme.exe

 

But I would suggest you contact Webroot Business support as they might have a work around for you?

 

All business protection products

Mon - Fri 7 AM to 5:30 PM (MDT)

Open a support ticket

Tel: 1-866-254-8400

 

Thanks,

@TripleHelix Thank you for the link but I actually just found the installer on the management console and will try the fix listed above to see if it resolves the issue tomorrow morning. I will post here if it does resolve the issue. If not, then I will definitely be opening a support ticket. This is the second machine that has gone to a complete crawl with this issue. Appreciate the help again.  

@TripleHelix Thank you for the link but I actually just found the installer on the management console and will try the fix listed above to see if it resolves the issue tomorrow morning. I will post here if it does resolve the issue. If not, then I will definitely be opening a support ticket. This is the second machine that has gone to a complete crawl with this issue. Appreciate the help again.  

Yes just follow my instructions near the top but use the Business installer and please let us know how it goes!

 

Thanks,

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