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.
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Can you please do a clean reinstall of WSA? Please follow the following steps:
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.
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.
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
In time you will so stick around!
Can you tell us your issue as you left your post empty?
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.
AS for the pictures, it could be the file type. Have you done a restore?
try re- installing WSA by following the instructions
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:
I hope this helps you both understand, and resolve the problem and if not please let us know!
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
So what are your specs and could you please give us some more detail on the issue?
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.
One of the SWupdates is for Windows 8.1. Are you using your laptop now or another device?
What does your desktop look like now? Have you restarted your computer?