Question

Blue screen during scans

  • 1 February 2020
  • 3 replies
  • 365 views

Badge +3

I purchased Webroot about a week ago. Everytime I try to run a scan, my computer blue screens. The dump files don’t mean a whole lot to me but do confirm that WRSA.exe is the offending process. I’ve sent a couple of messages to Webroot support but have yet to hear anything back. Does anyone have any ideas of what may cause this or should I just ask for a refund?


3 replies

Userlevel 7
Badge +55

Hello @Magic_Spork and Welcome to the Webroot Community!

 

First lets try a clean reinstall!

 

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
  • 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

 

If this doesn’t help then it would be best to Submit a Support Ticket and ask them to look into it and it could take a few days.

 

Thanks,

Badge +3

No joy. Insta blue screen.

I have opened a ticket with them. They are not responding.

Userlevel 7
Badge +55

No joy. Insta blue screen.

I have opened a ticket with them. They are not responding.


It takes time so please have patience. Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue.

 

 

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