Hey @skyblue ,

I’m sorry to hear you’re having these issues! I’ll ask you a few questions and offer some suggestions, and if nothing works then please contact our support team here: https://www.webroot.com/us/en/support/home-contact

1. Which browser are you using? Are you sure the browser is updated? Have you tried removing the extension and re-installing that?
2. When you say it’s not scanning, can you elaborate? Do you mean it isn’t auto-scanning on a schedule? Or when you click “Scan”, nothing is happening? Do you get any error messages?

These issues might be completely resolved with a full uninstall of webroot followed by a re-install. If that doesn’t work, then it’s definitely worth contacting our support team. Hope you can get this resolved, and please keep us updated! 

-Keenan

Hi @khumphrey ,

Thank you for your response.

I am using firefox. However I did open Microsoft edge and the extension isn’t working on there either. I know firefox has been updated. I haven’t tried removing and reinstalling it but it is worth the try.

Webroot isn’t auto scanning and when I try to do it by clicking the scanning button, it goes into the scanning mode but doesn’t do anything after that. I don’t get any error methods.

Amber

Hello @skyblue 

Can you please do a clean reinstall as that should fix your issue!

Please follow the steps closely!

• Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
• Be sure you add your Keycode to your Online Console: Webroot SecureAnywhere Online Console
• 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
• 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,

Also go into Advance settings and go here to make sure when you want WSA to scan at the time you want it to. I have mine setup this way and it does scan at 1PM everyday if the PC is on at that time, but you can set it up as you like! https://docs.webroot.com/us/en/home/wsa_pc_userguide/wsa_pc_userguide.htm#ScanningForMalware/ChangingScanSchedules.htm%3FTocPath%3DScanning%2520for%2520Malware%7C_____3

HTH,

For users of WSA and where to get the Web Threat Filtering Extension go here within the new Edge Browser: https://microsoftedge.microsoft.com/addons/detail/fmkaflbamgddpjacdmjlkhbnpnlemaea

You will need your Keycode to confirm installation!

HTH,

Hi @khumphrey  and @TripleHelix ,

Webroot is running normally again. I had a incident today with my computer where I had to shut it down with the power which seemed to fix the glitch with Webroot. All is good now.

Thank you both for the helpful information!