I'm new and desperate ..Help Please


I have a Samsung laptop  I have had Webroot on it since I bought it last year.  It started running slow so I cleaned up everything and downloaded off of the factory installed Icon on my desktop,  " SW updates"  It had like 10 updates and as it was downloading it emptied my folders on my desktop and threw thumbnails   of  everything all over the screen and now I have one dotted line across the bottom of my screen that just now turned into two dotted lines!  Any idea on what is going on, I have ran a webroot scan...comes back graphic ram is low but nothing else. Thanks for any help I am technologically illiterate.

39 replies

Userlevel 7
Badge +56
Hello,

 

Can you please do a clean reinstall of WSA? Please follow the following steps:

 


  • Make sure you have a copy of your Keycode
  • KEEP the computer online for all of the following steps
  • Download a Copy Here (Best Buy Subscription 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
 

Please let us know if that corrects your issue? If not then we will look at alternative avenues to try and solve this for you.

 

Thanks,

 

Daniel 😉
Userlevel 7
Hello angedar, welcome to the Webroot Community!

 

I understand your frustration, and sometimes there is a bit of a delay when calling in just as there is when calling any company.  Let me 'ping' the Community Manager here and see if there is anything he can do to help.  (I am a volunteer here and not Webroot staff, but we are pretty good at getting things looked at here :)  )

 

Also, if you want to communicate with Webroot Support without having to wait on hold, you can submit a  Trouble Ticket  It may take a few hours for them to get to you, but the online ticketing system is open 24/7.

 

@ Can you follow up with this user and any trouble ticket filed to see what is going on with her subscription?  Thanks!
Userlevel 7
Badge +62
@ wrote:

I have been trying for this entire time to find a way to dend these pictures! I have an iphone(hopefully not for long ) and I tried emailing it to my self and opening the email on my computer and then attaching the picture to this post but it keeps coming back "invalid format or invalid file type" I'm about ready to give up!

Hello Deertracker,  please see here you will be able to post pictures when you reach Community Guide and Video's when one has reached Expert Advisor! https://community.webroot.com/t5/custom/page/page-id/VIP_Program#.Uv0SGIXDt_d

 

 

But we are happy to have you here in the WSA Community Forum..please look around and get confortable because we have a great group of members here ready to assist!!:D
Userlevel 7
Badge +56
@ wrote:

I get the message when I try to send the pics of my screen that were taken with my iphone when I try to post them here in a reply. (and I am a her but my tag is because, I am an avid big game hunter) ;~)
You will not be able to upload pictures that we could see anyways so try what I asked above and if that doesn't correct your issue then you will have to Submit a Support Ticket and they will be happy to sort out your issues!

 

Thanks,

 

Daniel ;)

 

Userlevel 7
Badge +56
@ you have PM's waiting!

 

Thanks,

 

Daniel
Userlevel 7
Badge +56
@ wrote:

Ok Daniel, I am going to grab a cup of coffee and back up my files, send the hubby and kids to bed and follow your steps EXACTLY!  Thank you so much for everyones help.  Without WEBROOT what's a gal to do in an emergency?!?!  I will let you know how it turns out!  You have all been extremely considerate!  I hope I can learn to help people!  :)

 

 

In time you will so stick around!

 

Daniel 😃
Userlevel 7
Badge +56
Hi Deertracker and welcome to the Webroot Community!

 

Can you tell us your issue as you left your post empty?

 

Thanks,

 

Daniel 😉
Userlevel 7
Hi Deertracker

 

Welcome to the Community Forums.

 

 

It sounds to me like you graphics card/processor may well have a problem.  Is the device still under warranty or do you have an extended warranty?  If so then I would contSamsung dire tly and see if they can advise on this.

 

Regards

 

 

 

 

Baldrick
Userlevel 7
Badge +56
Is it possible for you to take picture with your phone and upload it?  It would help us to be able to see what you are looking at.
Userlevel 6
@ wrote:

I get the message when I try to send the pics of my screen that were taken with my iphone when I try to post them here in a reply. (and I am a her but my tag is because, I am an avid big game hunter) ;~)
Sorry!

AS for the pictures, it could be the file type. Have you done a restore?

try re- installing WSA by following the instructions @ gave you

 

 
Userlevel 7
Badge +62
@ wrote:

From time to time my PC screen turns off and on. There is nothing wron with screen. I run a scan and eventually it stops. Has anyone else had this problem? could it be a virus that pops up now and then?

Welcome polishproud to the Community Forum.

I haven't heard of this issue before with a monitor screen turning on and off.

 

So you might be experiencing a PUA. Please try to follow these instructions!

What you are seeing and describing sounds like it may be what we on the Community refer to as a PUA. (Potentially Unwanted Application.) These are very annoying at best in that they cause pop-us, redirect your browser home page, and other behavior that may slow down the computer and direct ads your way, but they are not actually doing anything bad like damaging files or stealing information. Often they are installed intentionally by you the user as browser add-ons for various tasks such as quick search tools.. but they also come with the result of added annoying pop-ups and ads. Other times they 'piggy back' with other software that you installed, or try to 'sneak' onto your system entirely.

 

WSA does detect and remove many PUA's, and more are being added, but WSA does not detect all of them. A simple browser add-on with PUA behavior that is easy to identify and easy to remove is not likely to be detected and removed by WSA. Those that are intentionally difficult to locate and remove are. Please see THIS LINK for more information regarding Webroot's stance on these annoying programs.

 

For those that are not detected by WSA, please see this KB Article. It has some easy to follow directions on locating and removing PUA's. You may also want to submit a Trouble Ticket, especially if you cannot remove it easily from the directions in the KB Article.

 

For those that ARE detected by WSA, but cannot be removed automatically, you can submit a Trouble Ticket.  Webroot Support will help you get these annoying 'crapware' off your computer at no extra charge, and the additional examples may help to better automatic removal of that particular PUA for all users in the future.

 

To make sure that your WSA is checking for PUA's with the best proficiently, it sometimes helps to reset the PUA detection within WSA's settings. For PUA's that had previously been scanned and determined to be OK, but have since been added to detection/removal, you may want to complete the following steps:

 


  • Open Webroot SecureAnywhere
  • Click on ‘Advanced Settings’ from the top right
  • Select ‘Scan Settings’ from the left side
  • Unselect the option “Detect Potentially Unwanted Applications”
  • Click on the Save button (you may have to enter in a CAPTCHA)
  • Reselect the option to “Detect Potentially Unwanted Applications”
  • Click on the Save button
  • Run another scan with Webroot and remove any items that get detected.
To help avoid PUA's in the future, remember to read all of the information when installing or updating software (Adobe downloads often have those "extra special offers"attached... PUA'S!: often the PUA included will be mentioned, and you can opt out of installing it.  Those check boxes you see? Usually only one of them is for the User Agreement of the software you want, the others are for the junk you don't.

 

 I hope this helps you both understand, and resolve the problem and if not please let us know!



 

 

 
Userlevel 7
Badge +56
Hello and Welcome to the Webroot Community!

 

To add to what Sherry posted have a look here to see if this started after the latest Windows Update last Tuesday just a thought? https://community.webroot.com/t5/Security-Industry-News/Microsoft-Security-Bulletin-Re-Releases-Issued-August-15-2014/td-p/140097

 

Thanks,

 

Daniel 😉
I realized I left post empty the minute I sent it UGGH! So I sent a new one. Are you a moderator if so can you just delete my first post? Thank you so much.
Userlevel 6
Dont worry about it. You can actually delete it yourself. To the right of your post you will see Options, click on that and choose delete.

 

So what are your specs and could you please give us some more detail on the issue?
Userlevel 6
Sounds like you may have downloaded some of the Samsung apps. Do you have a backup? You can try a system restore, there should be a restore point for when you dowloaded the SWupdates
@ wrote:

I have a Samsung laptop  I have had Webroot on it since I bought it last year.  It started running slow so I cleaned up everything and downloaded off of the factory installed Icon on my desktop,  " SW updates"  It had like 10 updates and as it was downloading it emptied my folders on my desktop and threw thumbnails   of  everything all over the screen and now I have one dotted line across the bottom of my screen that just now turned into two dotted lines!  Any idea on what is going on, I have ran a webroot scan...comes back graphic ram is low but nothing else. Thanks for any help I am technologically illiterate.

 
I dont know exactly what you need but it is a Samsung model #NP300ESC  Windows 8 Intel Pentium CPU B980 @ 240 GHz

4.00GB RAM  64 bit x64 processor.

Everything was fine until I downdoaded the SW Icon off of the pre installed icons on the desktop.
Userlevel 6
Are you running Windows 8? Have you upgraded to Windows 8.1?

 

One of the SWupdates is for Windows 8.1. Are you using your laptop now or another device?
Userlevel 6
BTW: I believe th model # NP300E5c
Yes I am on the Samsung...although I have access to another computer if I need it...  I am running Win. 8.1
Userlevel 6
OK, so what is on your screen now? What does your desktop look like?
I only have the option to edit, no delete option 😞
Userlevel 6
The post is not a problem. A moderator can delete it if you can not.

 

What does your desktop look like now? Have you restarted your computer?
The desktop is in the background running my pictures on a slide show as normal but the background behind my icons is black, about two inches from the bottom I now have 3 dotted lines in varying degrees of boldness going horizontal across the screen this morning was only 1 then there were two now 3, the bottom two are so close you can hardly tell if it is one or two and then there is a gap of maybe 1/8 " and there is the 3rd one
Yes I re started it and you are correct on the model #
can I unistall the SW stuff if I can find them in the programs? or is that asking for more trouble?

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