Webroot frozen while removing a threat

I was prompted at approximately 7:30am that my laptop had a malware issue, and the program began the Removal of the Threat process...it has not changed in 2 1/2 hours. I've tried to close the program, but it won't allow that. Is this normal? This is the first time I've had this occur while I've been using Webroot. Please advise. Thank you