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deleting software

  • August 30, 2016
  • 4 replies
  • 31 views

My webroot keeps removing a software programme I installed. Is there a way I can get it to recognised accepted software?

4 replies

  • August 30, 2016
Hello ?,
 
Welcome to the Webroot Community.
 
Sorry to hear that you're having issues.
 
When you say Webroot is removing a program, is it removing it after it has been installed or is Webroot preventing you from installing it? Is there an alert or notification that you see from Webroot when this happens? If so would you be able to post a screen-shot, or a description of the alert? Can I ask the what the program is in question? Did you download the program from the author's website or did you get it through a third-party? It's possible Webroot is blocking installation due to unwanted additional software (PUA's) If this is a free program from the web then I could try myself and see what happens.
 
It could also be possible that this action by Webroot is a false-positive and might require white-listing by Webroot support.
 
If you could please provide us with a few more details regarding the issue then hopefully we can get it figured out or have support intervene.
 
Thanks,
BD

  • Author
  • Fresh Face
  • August 30, 2016
Hi,
its software from a research company. Webroot allows me to download the software and it works fine until a scan runs and then it removes it. Only once did I see an alert and I clicked on it to allow the software but it still continues to remove it when it runs on schedule. 
 
https://www.advertisingresearch.org/install
 
this is the link to the software.

Baldrick
Gold VIP
  • Gold VIP
  • August 30, 2016
Hi LornaB
 
Welcome to the Community Forums.
 
If I may just add to what BD has posted...given what you are saying I would Open a Support Ticket to advise the Support Team of the issue and then they will look at the scn logs and check to make sure that all files that need to be whitelisted in the Cloud are, and then hopefully going forward you should not have the issue...assuming that the file you are referring to is indeed legit.
 
Regards, Baldrick
 
 

  • Author
  • Fresh Face
  • August 30, 2016
Thanks I will do that. 🙂