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The scan process stop at 66% and computer freeze


Hello Webroot Community,
 
The scan process stopped at 66% and computer freeze at the 66% scanning.
What can I do?....I restarted the computer to post the problem here..
 
Please Help. Thanks!
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Best answer by salutealltoday 6 November 2013, 02:04

PROBLEM RESOLVED: THANKS; THANKS TO EVERYONE THAT ANSWERED MY QUESTIONS>Every piece of advise accumulated helped...to find the solution
!
Need to update: I called webroot today and they help me too. I told them everything we have done during the weekend.
While I was checking the chdsk the computer was not finding some errors. When web root employee,  Johnny S, ran the computer in "Safe Mode" today, the computer showed some errors and began the repairs...and guess what?. Bingo...errors were found and fixed.:D
 
 Then remotely he uninstalled and reinstalled the wr program and scanned the computer again .....the feeling was great when I saw the scanning screen passing the 67% percent of scanning. (That was the point were the computer was freezing!
 
Thanks everyone that advised me and a big virtual congratulations to Mr. Johnny S in Webroot!
 Johnny S...I don't know your last name but I imagine that the S for me means SPLENDID!!!❤
 
 
THANKS!!!! This is how I feel now:D:DTHANKS everyone that answer my questions. I'm very grateful!❤

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@salutealltoday wrote:
The webroot employee said the key was broken...yesterday another employee uninstalled and reinstalled the webroot antivirus. However today the iddnetity shield and the firewall changed by itself to read (disabled). I panicked and called them. Then the WR employee told me the key was broken, that they were the ones that disabled those two items...to not worry and then he gave me a new key and reinstalled.
 
 
Okay I will try to uninstall defender now...Thanks!

Turn it off as you can't uninstall WD it's part of Vista! Once that is done download a fresh Copy here make sure you have a copy of your keycode then reboot your PC and install WSA with the new installer and let it finish it's install scan and after Reboot again and please report back!
 
Thanks,
 
Daniel
 
Please see picture!
 


 


 


Userlevel 7
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Follow the steps in the Pictures to turn off WD on Vista!
 
Daniel
 


 


 


 


 


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Please Submit a Support Ticket I think we have gone as far as we can go and maybe you have other issues with your system and support will let you know and hopefully find the issue.
 
Daniel
Userlevel 7
Copy your key code first!
 
To remove the Webroot, you can use the control panel, or you can use the Start menu.  From the Start menu go to All Programs, Webroot, I think it is the Tools folder, uninstall.  There is an uninstall icon in the Webroot listing on the Start menu and it will work fine.
 
After the uninstall, REBOOT the computer.  If you want to, it would not hurt to check the computer to make sure all Webroot folders are removed before your reboot.  C:/Program Files/Webroot and C:/Program Data/WBRData can safely be removed,
 
Re-install Webroot using the PC Download link below (Or the one Daniel gave previously).
 
 
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Hello Salutalltoday and Welcome to the Webroot Commumity Forums!


 
Do do have any other security software installed also do you have a good Internet connection during install?
 
Thanks,
 
Daniel ;)
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Can you tell us the OS version and if it's 32bit or 64bit?
 
Thanks,
 
Daniel
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@salutealltoday wrote:
What is a solid...( (Do not defrag if you have a Solid State Drive)
 
I did a defragmentation a year ago...what is SSD?
 
If I did it one year ago can I do the defragmentation again...maybe that could help like you suggested!

Just never mind that part for now as SSD is Soild State Drives! OS info please!
 
Daniel
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You can uninstall Windows Defender as it's part of the OS.
 
Daniel
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Please tell me the OS version and if it's 32bit or 64bit?
 
Daniel
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OK lets slow down now 1 post at a time! Please read here: http://support.microsoft.com/kb/827218
 
Daniel
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No.
 
Daniel
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@salutealltoday wrote:
Found it ...I have service pack vista 32 bit operating system

Please slow down wait for my reply! OK now go turn off Windows Defender via the Control Panel, do you have WSA (Webroot SecureAnywhere) installed?
 
And you said Webroot gave you a new Keycode can you tell us what happened to your old one?
 
Thanks,
 
Daniel
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Look at my post above as I added more pictures we have to slow down 1 step at a time Okay?
 
Daniel
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Okay turn off WD and Reboot then try to install WSA again with the new installer I posted above and make sure you have a copy of your Keycode! Just follow the steps I said above! I'm trying to help you so 1 step at a time please!
 
Thanks,
 
Daniel
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Please wait I will get a Picture from Vista and post it!
 
Daniel
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@salutealltoday wrote:
Okay windows defender if OFF!
 
Do I need to uninstall the webroot  that was installed this morning?

Is it installed? If it is do a scan from the main page and report back!
 
Daniel
 


 
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Okay if it still sticks at 66% we are going to do a clean reinstall! Download the installer here and make sure you have a copy of your keycode then Uninstall and REBOOT then install with the new installer and let it finish it's install scan after that REBOOT again and do a scan and let us know if that fixes the issue!
 
Thanks,
 
Daniel ;)
Userlevel 7
Hello Salutalltoday and welcome to the Webroot Commumity!
 
Is this the first scan that you have run or have you been able to scan before and this is just now becoming a problem?
Userlevel 7
You might want to remove Windows Defender, and then re-install it.  With it freezing the computer, it sounds like something in there may be corrupt.  That in itself might also be causing the Webroot issue, but I am not positive on that.  EDIT: this is incorrect: Windows Defender cannot be removed, only disabled.
 
If you have not removed temporary internet files and Windows Temp files recently, now is a good time to do so.
 
If you have not run utilities like scan disk or defrag recently, it might be a good time to do this as well.  They may help locate and repair corrupt files and bad hard drive clusters.  (Do not defrag if you have a Solid State Drive) 
 
If the above does not help, you might remove WSA and reinstall it using the download link below in my signature area.  Remember to make sure you have your key code written down first!
 
I would like to hear from another member here on the community as well, as he is usually pretty good with ideas on this kind of thing.  @RetiredTripleHelix , are you still around TH?
 
 
Userlevel 7
Glad it is getting past the 66% now!
 
As for Windows Defender, you might try re-enabling it and seeing what it does, but do not be too upset if it still causes a problem.  As far as fixing it goes if it still has issues, you might need assistance from Microsoft on that part of things.  I would NOT re-enable it yet though... lets make sure everything is good to go with Webroot first!
 
As for running another Webroot scan, YES!  Reboot the computer and start up a fresh scan.  The first scan is always the longest so the next one should be considerably faster. 
 
Let us know how the 2nd scan does!
I have scanned the computer many times previously.
The computer for the previous two days was frozen approximately at 8:09 am. (this was usually when wdefender scanned the computer automatically. (now is not working)
A new thing that began couple of weeks ago is that windows defender stopped working..if I start defender scan manually the computer freeze. webroot told me to ignore defender because their program is enough
 
 
I wonder if I need to delete defender...webroot told me to ignore it. I have defender in addition of webroot for many years...but the problem began couple of weeks ago.
 
Webroot installed a new key today...the old was broken...something like that!
Last scan was done 10 hours ago...
hi, thanks..I have good internet connection.
only webroot and defender which is not working since couple of weeks ago.
Just have webroot and windows defender, which stopped working couple of weeks ago!
What is a solid...( (Do not defrag if you have a Solid State Drive)
 
I did a defragmentation a year ago...what is SSD?
 
If I did it one year ago can I do the defragmentation again...maybe that could help like you suggested!

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