Hi wrj

 

Happy New Year...and welcome to the Community Forums.

 

This has been known to happen in some case and in those case the recommended thing to try first is an uninstall/clean reinstall of WSA. To do this please follow the instructions below carefully:

 

• Make sure you have a copy of your Keycode
  
• KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  
• Download a Copy Here (Best Buy Subscription PC users click HERE)
  
• Uninstall WSA and Reboot
  
• Install with the new installer, enter your Keycode and do NOT import any settings if offered by the installer; you can set it up as you like once it's done
  
• Let it finish it's install scan
  
• Reboot once again

 Hopefully, that will resolve the issue for you but if this fails to do so, you may need to contact Support for assistance.

 

If your subscription is directly through Webroot, you will need to contact Webroot Support.  You can do so by submitting a Support Ticket if you have not already done so, or by phone during business hours.  (The online Ticketing system is manned 24/7)

 

If your subscription is through Best Buy Subscription Software services, you may need to call them at 1-800-GEEK-SQUAD.

 

Regards, Baldrick

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