@ wrote:

@

You are right David, It was a bug of my brain;)

 

@ wrote:

Thanks for reporting this - the best way to get this to escalations is for us to have a support ticket for them to enter in their system. Would you mind contacting support and letting them know the steps to reproduce this?

http://www.webroot.com/us/en/support/contact



Once you have a ticket open, then I can make sure to check in with the escalations team to make sure they've received it.

@ wrote:

@ I re-read this, and wonder how you have IE10 on Windows 10.  I thought Windows 10 had only IE 11 on it?

@ wrote:

@ wrote:

@ I re-read this, and wonder how you have IE10 on Windows 10.  I thought Windows 10 had only IE 11 on it?

Hi @, Now I am confused. I thought that IE was eliminated from Windows 10 and replace with Edge. Is that incorrect?

 

Thanks,

Theresa

1. Hello,
   
   Thank you for contacting Webroot Support. In order to address the issue you reported, we would like to have you uninstall and then reinstall the Webroot SecureAnywhere software. Please follow the instructions below.
   
   If using Windows XP, Vista, or 7:
   
   1. Open your Start menu.
   2. Click Programs or All Programs, then navigate to the Webroot SecureAnywhere folder.
   3. Under Webroot SecureAnywhere, open the Tools folder, then click Uninstall Webroot.
   4. Click Yes and follow any prompts that appear.
   
   If using Windows 8:
   
   1. Move your cursor to the bottom right of the screen to open the Charm Bar menu.
   2. Click Search, then type the following into the Start Search bar, exactly as it appears below.
   
   "C:Program FilesWebrootWRSA.exe" -uninstall
   
   3. Click Yes and follow any prompts that appear.
   
   If using Windows 10:
   
   1. In the Cortana Search bar type the following, exactly as it appears below.
   
   "C:Program FilesWebrootWRSA.exe" -uninstall
   
   2. Click Yes and follow any prompts that appear.
   
   It is not necessary to reboot your computer after uninstalling Webroot. To reinstall, click the link below to download the latest installer.
   
   http://anywhere.webrootcloudav.com/zerol/wsainstall.exe
   
   1. Save the file to your desktop.
   2. Double-click "wsainstall.exe" to run the installer.
   3. Enter your keycode when prompted.
   
   Your keycode is:.....................................................
   
   4. Click Agree and Install.
   5. If asked "Would you like to automatically import the settings that were used in your previous installation?", click No. Webroot SecureAnywhere reinstalls itself.
   
   A scan may begin automatically, depending on how recently a scan was completed.
   
   If you have any questions or require further assistance, please reply to this message.
   
   Thank you,
   
   The Webroot Technical Support Team
   
2. Hello,
   
   In order to better understand what is occurring, we would like to gather more information with our specialized log gathering utility, wsalogs, which will greatly expedite the diagnosis and repair of the problem. Once you have completed the following instructions, please let us know that the logs are available to review.
   
   Below are the steps to gather this data:
   
   1. Download Webroot's log-gathering utility from the following link:
   
   http://download.webroot.com/wsalogs.exe
   
   2. Save the file to your Desktop (or the preferred Download folder of your web browser).
   
   3. Once it has finished downloading, double-click the wsalogs.exe file on your Desktop to run it.
   
   4. In the box labeled "Email:", enter the same email address you used for this support site.
   
   5. Click the "Go!" button to begin the log gathering process.
   
   Expect the utility to take between 1 to 10 minutes to gather the necessary information. The run time depends on various factors on your computer, including the size of the Webroot software logs and the compression speed of the computer. This utility is designed to gather extended logs from the Webroot software and basic system information.
   
   Your privacy is very important to us. All information gathered is in accordance with Webroot's Privacy Policy and will only be used to expedite the identification and resolution of the issue reported. You can view our Privacy Policy here: www.webroot.com/privacy.
   
   The utility will gather the necessary information and will attempt to return it automatically via a secure dropbox connection (please allow PSCP.exe through your firewall, if asked). A copy of the logs will also be present on your Desktop, named in the following fashion "wsalogs_email@you.set_date-time.7z". The utility will then attempt to return you to this web page; please leave a message letting us know you have sent the requested logs.
   
   Thank you,
   
   Webroot Technical Support
   
3. Hello,
   
   We would like to have you run our toolbar fix utility to see if this corrects your issue.
   
   To uninstall and reinstall the Webroot toolbar, follow the instructions below.
   
   **Part 1: Use a utility to uninstall the Webroot SecureAnywhere Toolbar**
   
   1. Download and save the Webroot Toolbar utility to your Desktop using this link:
   
   http://download.webroot.com/toolbarfix.exe
   
   2. Double-click the "toolbarfix.exe" file to launch the installer.
   
   3. Select "Uninstall the Webroot Toolbar," and then click "Start."
   
   4. Follow the prompts until the following message appears: "Process Completed. Click Finish to exit."
   
   5. Click Finish.
   
   The toolbar should now be removed from Firefox, Internet Explorer, and Google Chrome. Keep in mind: you may need to restart your browser to see the change.
   
   ** Part 2: Use a utility to install the Webroot SecureAnywhere Toolbar **
   
   1. Navigate back to your Desktop.
   
   2. Double-click the "toolbarfix.exe" file to launch the installer.
   
   3. Select "Repair/Install the Webroot Toolbar," and then click "Start."
   
   4. Follow the prompts until the following message appears: "Installation was successful. Please open your Internet Browser(s) and be sure to Enable/Allow the Webroot Toolbar if prompted."
   
   5. Click "OK," then click "Finish."
   
   The toolbar should now be installed in Firefox, Internet Explorer, and Google Chrome. (These are the only browsers supported at this time.) Keep in mind: you may need to restart your browser to begin using the toolbar. The toolbar is represented by a small gray W icon next to your search bar. Click on the gray W to log in to the toolbar. Once you log into your account, the W icon will turn green.
   
   Please let us know if you require additional assistance.
   
   Thank you,
   
   The Webroot Support Team