I have installed Webroot on my Galaxy Note 10.1 and it is not performing correctly. I want to uninstall it and can't.
I have gone to my applications manager and selected Webroot, and where I should have the option to (UnInstall) the button is NOT active. Therefore I can't complete the task that route.
Any suggestions would be greatly appreciated........... Thanks! Ben
Best answer by shorTcircuiTView original
I just replied to your support case as well. Unfortunately, no, that is not what is reflected in the video you sent up. In the video, at 1:18, you successfully deactivate device admin for the first time. You did this by going into your Android settings through the Settings icon itself rather than being directed through the Webroot app. However, immediately following the successful deactivation, you then reactivated device administrator by tapping the check and then tapping Activate. Had you not done this, you should have been able to go into the Webroot app itself and uninstall, because device administrator was off at that time. If you try again, you should have greater success. The important part is what the screen says after you tap the check. What your video demonstrated was that, on your device specifically, if you enter the Device Admin settings screen via the prompt in the Webroot app, tapping the check does not deactivate device admin, whereas if you enter via the Settings screen on the device, it will successfully deactivate device admin. We know this because it shows you a different screen. However, you are tapping through the menus so quickly, you are probably not reading the prompts you are being presented with to know this. Please try again, this time disabling device admin via the Android settings screen, which you enter via the Settings icon itself. Deactivate device admin, making sure the button you are pressing says "deactivate" and not "activate." Then go into the Webroot app and choose to uninstall.
First of all, I am really sorry for the delay in getting back to you regarding your issue (I did get your PM so thanks for sending that over). I watched the video you provided in the support ticket again a few times over and here is what I am seeing...
Oddly, out of the numerous times you go into Device Admin, you are greeted by the option to "Activate" rather than "Deactivate". That said, at 1:18, you finally are presented the screen you're looking for and the system asks if you would like to "Deactivate" (which you choose). It is at this point that you should have proceeded to uninstall the app instead of reactivating Device Admin so if you can replicate this again and try to uninstall with Device Admin actually deactivated, I think that may just do the trick.
The video also leads me to two other points, one being an issue due to Android itself and the other something I haven't seen before with the WSA app.
1. The checkbox next to Device Admin isn't automatically refreshing and stays checked even when you do deactivate it. This is potentially confusing, but unfortunately it is a limitation of Android. However, manually refreshing and going back to Device Admin after it is deactivated should see the checkbox no longer be checked.
2. When Device Admin is "On" and you attempt to uninstall WSA from within the app itself, it seems that something is working properly and the "off" command isn't triggering as it should. We can investigate the issue further.
Still, as the video shows, you are eventually able to disable Device Admin, but you enabled it instead of proceeding to uninstall. Please follow the same steps you did before 1:18 and turn off Device Admin. Afterwards, please proceed to go into the WSA app again and uninstall.
Let me know if that solution works for you!
Steve, I don't suppose you tried removal via ADB already have you? That's a pretty complex process for an end-user, but you're a special case obviously. 🙂
At least that's all I can tell without code 😞
Tell Steve we really miss him here. :)
To be honest, as a mobile developer, he's probably in a better position to answer this question than I am. I poke at the things he wrote, whereas he actually wrote them. I'd be curious to get his take on this issue, but if he referred you to support, we'll keep working at this until we get to the bottom of it.
I'm going to follow up via private message with log gathering instructions shortly.
Yes, the service is running when not in safe mode.
The "Fix It Now" is showing because I had turned off the Lost Device Protection and Password Protection features in an attempt to uninstall.
I'd be happy to provide logs, etc. Just let me know.
BTW, Steve R (my son) says hello. 🙂
In your sixth screenshot, the app has been made to open. There is a "Fix It Now" option there, and I'm curious to know what it's asking you to fix. If both the service is running, and you can get back to that screen, please tap Fix It Now to see what it informs you needs fixing.
Thanks for your patience on this. I don't think we've ever run into an uninstallation issue quite this perplexing. We may end up getting some logs for further troubleshooting depending on the answers to the questions we've just asked.
The images in posts issue is something I think we can probably rectify, but we'll have to take a look at it. Thanks for mentioning it.
It's normal for device admin to not be active in Safe Mode.
When not in Safe Mode, If you go to Settings > Applications > Running Services, is SecureAnywhere listed there?
So, there is a known issue regarding multiple users that is likely coming into play in your situation. 4.2 supports multiple users, and the way the tablet treats device admin across that multiple user set is interesting and needs to be addressed in a future build.
I believe what you're going to need to do here is disable device admin in all of your user accounts - particularly the one into which Webroot was originally installed. Once you've done this, try to uninstall from the account into which Webroot was originally installed, and let's see if that helps you. Please let us know if that works to address the issue.
By the way, you can upload pictures to the forum when doing a regular Reply instead of Quick Reply. There is a little tree icon you can click to get the upload dialog.
When you tap Deactivate do you get this screen?
In either case, if not, restart your device and try again, and please let us know what screen you do get if not these.
Please also let us know whether or not the device is rooted and what version of the Android OS it's running.
My first attempt was from within the app. It did prompt for my password the first time. I've never tried to uninstall from from Play only from settings:apps. When I try from within the app now it does not prompt for a password. It only asks if I want to proceed. Then loops into the deactivate device administrator described above.
The message you're referring to is one you can get when attempting to deactivate from Google Play, but that is only one way of uninstalling Webroot.
As noted in the referenced article, "The first (and easiest way) is to uninstall directly from the app itself. To do this, open the Webroot app, tap your Android menu button (varies device to device), and then tap the "Uninstall" icon. The app will then prompt you to enter your "My Webroot" account password. Enter it and tap "OK."
If you do it that way, you would not be receiving the message you're reporting you received - rather you will be asked for your password. If the issue is that you forgot your password, please reset it from this link.
Thanks for the reply. When I try to uninstall from Web root it says Web root is a device administrator and must be deactivated. Then back to the previous description. Regardless of using settings or Web root I can't disable Web root as a device administrator.
Please take a look at this other knowledgebase article.
Have you tried uninstalling through the option in Webroot itself? If so, what happens?
Thanks a million........ The steps in the knowledge base did the trick.
You're Awesome! Have a great day!