@ wrote:

Hi Webroot community! I'm hoping you can help me with something, as this has never happened to me before and I've been using Webroot for at least 5 years.

 

For about a week, my Webroot hasn't been able to perform its automatic daily scan. When I attempt to perform a manual scan, it freezes at 0%, saying it's checking for rootkits. The program itself doesn't freeze, but the scan never goes beyond 0%. I haven't noticed anything strange going on aside from not being able to scan, so I hope the program's still doing its other duties in the meantime.

 

Is there anything I can do about this? I'd really like to be able to scan again for peace of mind's sake.

 

Thanks for your time! I really appreciate it.

@ wrote:

Thanks for commenting, Beth!

 

I'll for sure fill out a support ticket!

 

I do have the latest version, yep. Regarding the scan on bootup, I have it set to do that if I don't have my laptop on during the scheduled automatic daily scan (it's set to 5PM). I shut my laptop off completely every night and then turn it back on in the mornings, that's hard booting, correct? So I'm not totally sure if that would help me in this situation.

 

I hope that helped at all! But just to be on the safe side I will be submitting that ticket.

Welcome Batty! Baldrick May I add if you are on a Mac to follow these instructions as well? Heres A KB for Installing on a MacHere..

 

Uninstalling SecureAnywhere from a Mac

 

1.   Shut down SecureAnywhere by clicking the Webroot icon (green W) in the menu bar and selecting Shut Down SecureAnywhere.

2.   If prompted, confirm that you want to shut down SecureAnywhere.     

3.   Open the Finder by clicking the Finder icon in the dock.     

4.   Open the Applications directory.

5.   Click and drag the Webroot SecureAnywhere program icon into the Trash in the dock.

6.   A confirming window appears.  Click Uninstall.

7.   Webroot SecureAnywhere is now uninstalled.  There is no need to restart your computer.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

@ wrote:

Hi Batty

 

Welcome to the Community Forums.

 

Further to Beth's sound advice about opening a Support Ticket, if yo are feeling confident with your own abilities you could, ahead of a reply to the ticket, try an uninstall/clean reinstall of WSA?

 

If that is of interest in then please do the following (assuming that you are running on a PC and not a Mac...if on a Mac then follow these instructions):

 

Download a new copy of the installer from here (if bought from Best Buy then from here), and then make sure that you have your keycode handy.  Also, if you have made any settings changes from the default then note them down as you will need to reapply...but hopefully like many of us you run with the main default settings...;)

 

Thereafter, uninstall WSA, REBOOT, install WSA using the newly downloaded version of the installer entering the keycode when asked (and do not accept any offer to import previous settings if offered by the installer), REBOOT...and then run a manual scan to see if you now get passed the 0% mark.

 

As Beth has said a Support Ticket is the best option as it gets the experts to look at your issue...but as it is the weekend their response to a ticket may take longer than usual so the above is an alterntive if yo are so minded, and it has been know to resolve this issue.

 

Anyway, hope that this helps in some way?

 

Regards

 

 

 

Baldrick 

@ wrote:

Hi Batty

 

EDIT: Drat...see that Danielmgot there first...;)

 

Ok, that happens some times...you try uninstalling using an alternative method which is relatively easy if you are confident using the Windows CMD command.

 

If you are then open a CMD prompt and type in the follow command"

 

C:Program FilesWebrootWRSA.exe" –uninstall

 

and press Enter.  Enter the CAPTCHA code when prompted and all being well WSA should be uninstalled.  You may need to run the CMD prompt with elevated privileges...but try it first normally.

 

Let us know if that works for you.

 

Regards

 

 

Baldrick

 

@ wrote:

So I should still try the reinstall? The scan function is working now which was the main problem (I even rebooted to see if it was a fluke and it's still working, I can get past the 0%), and admittedly it got fixed on accident it looks like. Did it have something to do with those extra processes going on on the task manager?

@ wrote:

So I heard from support that this is a bug that they are investigating.  The only workaround for now is to boot into safe mode, run a scan, then reboot into normal mode and the scan will work.  Please do contact support so that they can get this documented - the more instances they have of this happening, the easier it will be for them to track down what is causing it.

@ wrote:

Thank you for commenting, Daniel! Okay...so this is going to sound really weird but I'll try to describe exactly what happened when I tried to do that. I had my brother help me through it because he's better with this sort of stuff than I am.

 

We attempted the commandline uninstall but it wouldn't work, so my brother shut the program down completely by End Tasking it with Control+alt+delete. He tried to run the uninstall command again but all it did was reopen Webroot. He found out that Webroot was running 3 separate processes on the Task Manager (1 under apps and 2 under background processes) . He ended all three of them. Webroot ended up reopening itself moments after he did that, started an automatic scan, and now the scanning process is working? I did another manual scan after that automatic scan to test it and sure enough it's working now.

 

I am really sorry if that was confusing but I honestly have no idea what just happened myself, haha. We're kind of bewildered.

@ wrote:

this happend wednesday of this week to me. it started to scan for root kits and stopped at 1% of the scan. this went on from midnight to morning. i suspect that since webroot scans in the cloud and there was an outage at the time of webroot scan failure that this outage may have been something that interfered with the scan.  its just my thoughts.  now it works fine and acts like there wasnt anything wrong.

@ wrote:

this happend wednesday of this week to me. it started to scan for root kits and stopped at 1% of the scan. this went on from midnight to morning. i suspect that since webroot scans in the cloud and there was an outage at the time of webroot scan failure that this outage may have been something that interfered with the scan.  its just my thoughts.  now it works fine and acts like there wasnt anything wrong.