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Scan says some devices are not functioning and may need to be reinstalled

  • 4 October 2021
  • 6 replies
  • 52 views

When I run the Webroot scan, how do I find what the results tell? How do I find the devices that are not functioning in order to fix them?

 

This is one thing that I find frustrating about Webroot. It scans, but never gives enough information to fix the issues found. 

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Best answer by TripleHelix 5 October 2021, 17:05

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Userlevel 7
Badge +63

Hello @psmorgan58 

 

Are you running the Business version or the Consumer version?

 

Consumer: Save a Scan Log: https://docs.webroot.com/us/en/home/wsa_pc_userguide/wsa_pc_userguide.htm#UsingReportsAndViewers/SavingScanLogs.htm?TocPath=Using%2520Reports%2520and%2520Viewers%257C_____1

 

And the Online Console: https://docs.webroot.com/us/en/home/wsa_website_userguide/wsa_managementwebsite_userguide.htm

 

Business Online Console: https://identity.webrootanywhere.com/v1/Account/login

 

HTH,

I am using the consumer version.

Userlevel 7
Badge +63

Hello @psmorgan58 

 

Did you want to 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
  • 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,

Userlevel 7
Badge +63

Hello @psmorgan58 

 

By any chance were you doing a scan with System Analyzer? If so just ignore what it says because it’s just a basic tool and there is nothing you can do with the results, personally I don’t use it and it’s a waste.

 

https://docs.webroot.com/us/en/home/wsa_pc_userguide/wsa_pc_userguide.htm#UsingSystemControl/RunningSystemAnalyzer.htm?TocPath=Using%2520System%2520Control%257C_____1

 

https://community.webroot.com/search?q=System%20Analyzer

Triple Helix-thank you. It appears that is exactly what is occurring. IYHO should I do a uninstall and reinstall in this case?

Userlevel 7
Badge +63

Hello,

 

If it’s from System Analyzer then there’s no need to do a clean reinstall, but it is up to you as I like to do clean re-installs of WSA every once in a while. If you do then follow the instructions above that I posted.

 

Thanks,

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