Hi mollysam4

 

Welcome to the Community Forums.

 

We get this occassionally and it is often resolved by carrying out an uninstall/celean reinstall.  So that is what I am recommending you do, below is how you proceed if you decide that you would like to:

 

 

• 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
  
• Reboot once again

Now try to carry out a manual scan once more.  If this fails to resolve the problem, you may need to contact Support for assistance.

 

If your subscription is dirctly 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.

 

Please let us know how you get on.

 

Regards, Baldrick

---