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Webroot not scanning

  • 11 May 2019
  • 1 reply
  • 63 views

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Hello,

I am trying to run a scan manually and I get a message that the scan has failed.
In addition the screen says cannot connect to the internet. How can I be sure that the software
is working? All other functions are in order and I am receiving e-mails and internet access.

Thank You
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Best answer by Ssherjj 12 May 2019, 16:24

Hello @Thomas Graybill ,

Welcome to the Webroot Community,

Please try a uninstall/reinstall because that usually fixes these kind of issues.

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
  • Install with the new installer, enter your Keycode and DO NOT import any old settings as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Also you can always Submit a Support Ticket free of charge with your Webroot Subscription.

Please let us know if that resolves your issue?


Thanks,
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Userlevel 7
Badge +55
Hello @Thomas Graybill ,

Welcome to the Webroot Community,

Please try a uninstall/reinstall because that usually fixes these kind of issues.

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
  • Install with the new installer, enter your Keycode and DO NOT import any old settings as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Also you can always Submit a Support Ticket free of charge with your Webroot Subscription.

Please let us know if that resolves your issue?


Thanks,

Reply