Question

Scan not complete


During scan after about a minute it says it can not reach internet.


5 replies

Userlevel 7
Badge +61

Hello @sandu002 

 

Reboot the system and try again and if it comes up once again try a clean reinstall of WSA.

 

Please follow the steps closely!

  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • Be sure you add your Keycode to your Online Console: Webroot SecureAnywhere Online Console
  • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  • Download a Copy Here (Best Buy Geek Squad Subscription PC users click HERE) Let us know if it is the Mac version you need
  • Uninstall WSA and Reboot
  • Go into Safe Mode and Delete these Folders if they are there!
  • C:\Program Files\Webroot Folder
  • C:\ProgramData\WRData Folder (Hidden Folder)
  • C:\ProgramData\WRCore Folder (Hidden Folder)
  • Boot back into normal mode
  • Install with the new installer, enter your Keycode
  • Let it finish it's install scan
  • Reboot once again
  • DO NOT import any old settings as you can set it up as you like once it's done

Info in case you don’t know how to go into Safe Mode: https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-10-92c27cff-db89-8644-1ce4-b3e5e56fe234

Please let us know if that resolves your issue?

Thanks,

I don’t know how to reboot the system.  

Userlevel 7
Badge +61

I don’t know how to reboot the system.  


Really? Turn your Computer off and then back on again and try another scan. Restart is another name for it!

 

 

 

HTH,

That what I thought and did .  Still got the same result, so will try the re-install.

Userlevel 7
Badge +61

That what I thought and did .  Still got the same result, so will try the re-install.


Yes try the Reinstall and if it continues then you will need to contact Webroot Support:

Webroot Support:

Submit a ticket

Call 1-866-612-4227

 

Thanks,

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