Hi Macsway1

 

Welcome to the Community Forums.

 

That does not sound right and so far I have not come across any occurrences of such a problem...yet. Would you be able to give us some more detail as to what you are seeing? Does it just not run or does it start but not finish, etc.?

 

Assuming that you have checked all the relevant settings under the 'Adavnced Settings' and nothing seems untowards there then I would recommends that you try an uninstalll/clean reinstall as follows:

 

 

• 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 don't import any settings as you can set it up as you like once it's done
  
• Let it finish it's install scan
  
• Rebootonce again

If this fails to resolve the problem, 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.

 

Hope that helps? Please let us know how you get on.

 

Regards, Baldrick

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sometimes it runs upto 33% and other times it will not run, i have uninstalled/ reinstalled a few times to no avail. 

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I am sorry to hear that. Unfortunately, there are very few Optimizer settings that can be adjusted or checked re. the way it runs, from a user perspective. It sounds to me as if it is running into something on disk that it does not or is having a trouble 'resolving'.

 

One things that you could do to check what may be causing the issue, if you are happy with delving into hidden folders would be to navigate to:

 

C:ProgramDataWRData

 

and at the bottom or near the bottom of the list of comments you should find a text file call "SystemOptimizer.txt" which logs all activity for the Optimizer or at least details of what it has removed, or tried to remove. That may provide some pointers as to where or on what the Optimizer stalled.

 

Please note that you will need to make sure that you have the 'Show hidden files' option in Folder Options checked. And also, this folder is a key folder re. WSA's workings and so be very careful not to modify or delete any of the files in that folder, other than the one specifically mentioned above.

 

If that that yields nothing then the only other thing I can suggest is that you go into 'Advanced Settings' and under the 'Optimizer' tab you uncheck all cleaning areas/options bar the first that you have currently checked, save the setting and then try running the Optimizer again. If that allows it to run/complete then that would suggest that the above is correct and in which case you could laboriously repeat the process checking checking additional options  individually until you find that the Optimizer will no longer run/complete, which would indicate that the issue lies with the last cleaning area/option checked.

 

You could then uncheck that one and check the next and see if that now allows the Optimizer to run/complete...if so then you have the area that is causing the issue. Not ideal and perhaps pointless but you never know...but IMHO if you find nothing in the text file to indicate what the issue is or where it is occurring I would have to say that your best bet will be to open the Support Ticket to let the Support Team deal with it for you.

 

Apologies for the rambling reply.

 

Regards, Baldrick

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