Why can't I use webroot to scan a file and or my backup drive on my computer?
I updated to windows 10 a few weeks ago and today my webroot said that I have malware. It scanned my computer but webroot did not log that infection in my history file. I then plugged in my external hard drive and asked webroot to scan it, but webroot would not scan that drive. I then asked it to scan a file on my compter, but it would not scan the file. For the last few days I have gotten messages on my screen saying that windows defender and webroot are turned off, but when I checked their status through my control panel, they are listed as turned on. Can anyone tell me what's wrong?
Hi Michael1
Welcome to the Community Forums.
There is an issue affecting a number of users that the Support Team are aware of/looking to resolve. In the interim you could try an uninstall/claen install of WSA as that sometimes resolves the issue. To do that:
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.
Regards, Baldrick
Welcome to the Community Forums.
There is an issue affecting a number of users that the Support Team are aware of/looking to resolve. In the interim you could try an uninstall/claen install of WSA as that sometimes resolves the issue. To do that:
- 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 do NOT 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
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.
Regards, Baldrick
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