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uninstallation issue


Hi!  I hope you can help me.  After scanning the internet I cannot seem to find any help for my problem.  Here goes.  I installed Webroot many months ago and had a six month antivirus protection after buying my computer from Best Buy,  About a month ago it stopped working.  I could no longer open the program.  I thought it had expired, so I renewed it, tried installing again and it wouldn't work.  I can't remember exactly what it was doing, but if I remember correctly, it wouldn't accept my new key code.  After being frusrated and trying many things, I returned my renewal and uninstalled what I could from my computer of Webroot.  However, when I restarted my computer recently, a box came up and asked if I wanted Webroot to make changes to my hard drive.  Obviously something is still there.  I went looking and found WRSA in my programs files.  It does not show up in programs where I can uninstall it.  If I try to delete the program, it tells me that it cannot delete the file because it is open in system.  Help.  I want to remove Webroot from my computer but can't seem to figure out how to do it.  Obviously I cannot install it, but I also cannot uninstall it.  Any thoughts?  
 
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(edit for searchable subject line - Jim)
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Best answer by Kit 12 March 2012, 04:42

My bad on that one.  For some reason I was thinking you were talking about the older installation.  The removal utility will NOT remove SecureAnywhere (WRSA.exe).  Aggressive infections (TDL4, ZeroAccess) have been known to damage security software installations and prevent their proper operation.  Doesn't sound to be the case in this situation though.
 
I was previously inquiring whether you asked us for support with your original problem prior to cancelling the renewal, and it sounds like you didn't.  Please do always be encouraged to get help from us with any problems before cancelling service, since the cancellation of an active account can remove some data that can otherwise be used to assist you.  Though of course if the account is still active and just the renewal is cancelled, that's a non-issue.
 
If wrsa.exe is prompting for UAC permissions when you start the computer, it's potentially set to run as administrator (a setting on the file itself for Compatibility Mode, but this should not be set), however it still sounds like the installation was damaged.  For example, if the service was disabled or deleted by something, but the Run key is left behind and the settings data is damaged or corrupted, you will experience the symptoms you've described.
 
Your best bet in that case is to restart the computer into Safe Mode (Not "with networking", just regular Safe Mode).  It should NOT prompt you or trry to run int hat case. Then remove:
C:windowssystem32driverswrkrn.sys
C:windowssystem32wruser.dll
The entire C:ProgramDataWRData folder
The entire C:Program FilesWebroot folder
The C:Program Files (x86)Webroot folder if it exists
 
This will remove all the code, but not the registry entries.  You have the option to remove registry entries by hand, or to use a valid keycode (even a trial) to reinstall WRSA temporarily (takes a few seconds) and then uninstall it via normal methods thereafter, at which point it will clean up its stuff.
 
These are GENERIC directions, while the support contact opens a custom ticket for you and allows the collection of system-specific data via wsalogs.exe which allows for a tailored solution for your specific situation.
 

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74 replies

Userlevel 7
Hi jcassell87
 
Welcome to the Community Forums.
 
No, WRSA.exe is and always has been the .exe, and there have been no changes as far as I am aware of.
 
You should be able to folow the instructions provided and uninstall the .exe, but if you cannot then I would call Webroot Support, explain the situation and ask them for help to remove WRSA.exe.
 
Regards, Baldrick
Userlevel 7
Badge +55
And no go? Can you try in Safe Mode with Networking? If not then Submit a Support Ticket as we can only do so much on the Community and Support has the right tools!
 
Thanks,
 
Daniel  ;)
Userlevel 7
My bad on that one.  For some reason I was thinking you were talking about the older installation.  The removal utility will NOT remove SecureAnywhere (WRSA.exe).  Aggressive infections (TDL4, ZeroAccess) have been known to damage security software installations and prevent their proper operation.  Doesn't sound to be the case in this situation though.
 
I was previously inquiring whether you asked us for support with your original problem prior to cancelling the renewal, and it sounds like you didn't.  Please do always be encouraged to get help from us with any problems before cancelling service, since the cancellation of an active account can remove some data that can otherwise be used to assist you.  Though of course if the account is still active and just the renewal is cancelled, that's a non-issue.
 
If wrsa.exe is prompting for UAC permissions when you start the computer, it's potentially set to run as administrator (a setting on the file itself for Compatibility Mode, but this should not be set), however it still sounds like the installation was damaged.  For example, if the service was disabled or deleted by something, but the Run key is left behind and the settings data is damaged or corrupted, you will experience the symptoms you've described.
 
Your best bet in that case is to restart the computer into Safe Mode (Not "with networking", just regular Safe Mode).  It should NOT prompt you or trry to run int hat case. Then remove:
C:windowssystem32driverswrkrn.sys
C:windowssystem32wruser.dll
The entire C:ProgramDataWRData folder
The entire C:Program FilesWebroot folder
The C:Program Files (x86)Webroot folder if it exists
 
This will remove all the code, but not the registry entries.  You have the option to remove registry entries by hand, or to use a valid keycode (even a trial) to reinstall WRSA temporarily (takes a few seconds) and then uninstall it via normal methods thereafter, at which point it will clean up its stuff.
 
These are GENERIC directions, while the support contact opens a custom ticket for you and allows the collection of system-specific data via wsalogs.exe which allows for a tailored solution for your specific situation.
 
Userlevel 7
Badge +55
Also you can't kill wrsa.exe processes via Task Manager because of WSA's self protection it will always restart or will not allow to be killed. I would do as Baldrick suggested and if that does not work try it in Safe Mode, again if that doesn't work, in Normal mode install WSA over top and reboot and try to uninstall again.
 
HTH,
 
Daniel ;)
 


Userlevel 7
Badge +55

@taxi7lady wrote:
I have read all the post about getting webroot out of your computer. I tryed to apply all the info and I cannot seem to even find the files in the C panel?  I know I made up a pass code and got a screen up and posted the key code? But the files you listed just are no where to be found in my computer?  Did it not down load or are they just very hidden?  I just installed this program today and had a lot of problems and when I called the customer service got a person in Indian! I hate that, they are nice people but their dialect is so hard to understand and the dude ended up hanging up on me, because I kept asking for a person in the USA!  So, what do I do now? I don't want to contact them back, unless there is no other way!  email me please: ~snip Removed Email Address for Security Reasons snip~   Thanks

I edited all posts to remove your email address please don't post it in the open Community as you could get spammed! And please reply to Sherry's questions so that we can help you!
 
Thanks,
 
Daniel ;)
Userlevel 7
Badge +55
Before trying this option please make sure you have a copy of your keycode then uninstall: https://community.webroot.com/t5/Webroot-SecureAnywhere-Antivirus/PC-Uninstallation-Option-Missing-from-Control-Panel-and-Start/ta-p/34688
 
Also before doing anything please tell us where you got your copy of WSA from so we can give the correct instructions to install the correct version of WSA!
 
Thanks again,
 
Daniel ;)
Userlevel 7
Badge +55
Just to add what Baldrick suggested sometimes Copy & Paste doesn't work and you have to type the Commandline entry exactly!
 
Thanks,
 
Daniel ;)
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Follow the above please as I said we can only do so much on the Community and support has other tools.
 
Thanks,
 
Daniel
Userlevel 7
Badge +55

@notagenius wrote:
I just uninstalled Web Root today on Windows 10 .  Here's how:
 

  1. First you go to Web Root in the taskbar and exit the program.
 
  1. Then in the search box in Windows 10 type the destination path to the executable WebRoot Program. Something like "C:Program FilesWebrootWRSA.exe" -uninstall 
Note: Do not include the quotes.
 
This location is the default location. If you installed the program elsewhere, be sure to modify the path accordingly. 
 
  1. Press the Enter key on your keyboard. 4. When prompted to uninstall, click Yes. 
  2. Then follow the steps below for  Windows 10:
Click Search, enter the following text into the field exactly as it appears below, and then press Enter: 

%PROGRAMDATA% 

6. Locate the WRData folder. This folder may not be present; if it is not, you are finished.
If it is present, right-click the WRData folder and select Rename. Change the name to WRData1. And delete that file.
Also there may be another WRData file in the Web Root folder itself found in the Programs folder. Likewise rename it WRData1 and delete it.
After you delete the WRData files, you can then delete the Program folder called Web Root.

7. Restart your computer and let it boot into Normal Mode. Webroot should be completely off the machine at this time. 
 
Good Luck!
 

Sorry but you don't need to shut down WSA as if you do and during uninstall it will turn it back on as it needs to be running with an Internet connection to uninstall correctly. Everything else sounds about right also after WSA has been uninstalled you can look for any possible leftovers: https://community.webroot.com/t5/Webroot-SecureAnywhere-Complete/Installation-Folder-and-File-Locations/ta-p/3766
 
This here also you need to include the quotes for it to work!
 
  1. Then in the search box in Windows 10 type the destination path to the executable Web Root Program. Something like "C:Program FilesWebrootWRSA.exe" -uninstall 
Note: Do not include the quotes.
 
??
 
Daniel
Userlevel 7
Hi Mrlovkim
 
Just to add to what Beth stated...you may need to run the C:Program FilesWebrootWRSA.exe" –uninstall recommeded, with elevated privileges.  The easiest way to to that is to open a CMD prompt (type cmd in the Search window and from the list presented right click on 'Command Prompt' selecting 'Run as Adminstrator' from the displayed context menu) and then type the recommeded command in before pressing Enter.
 
The reason I mention this is that there have been cases in the past where the recommeded command does not work unless run as Adminstrator.
 
Hopefully you have been able to uninstall WSA but if not and the above suggestion does not help further then please Open a Support Ticket as this situation is not normal and it is best to leave the issue resolution to the professionals.
 
Regards
 
 
 
Baldrick
Userlevel 7
Respectfully, Beth, the point being made here is that in some cases...and I have experienced it...despite trying to run the uninstaller WSA will not install whatever you try that is normal and what is being suggested previously is for those cases. I have in a couple of cases in the past had to get Support to remote onto my system to check out why and resolve it.
 
There may be some cases of being able to unistall and then there are left overs in the Startup Folder...but I have never seen that occurreance.  What is a well known fact is that there are a number of other leftovers left...if yo uget my drift, in various folder on a system after WSA has been uninstalled...and I think that there is even an article somewhere that covers off all the locations to check for left overs if an uninstall has not gone well or there is strange behaviour after that.
 
If none of the advice providedd by all contributors has the desired effect...which may well happen occassionally then the best approach is to Open that Support Ticket.
 
Luckily in the last couple of years I have not had an occurrence but prior to that it was fairly regular so I am hoping that the no show on this issue means that the Development Team have managed to improve the standard uninstall process..
 
Regards, Baldrick
Userlevel 7
I do agree, Beth...I to find it hard to understand why one would want to uninstall WSA given how good it is...but then again once I first started using KIS I would have been very surprised if someone had told me that I would ever use something else.  Plus I am one of the people who just seem at odds with McAfee...ever since day one whenever I have installed it it seems to screw up my system...no matter what I have tried yet I know that in the past a lot of people have used it verys successfully.
 
Sometimes one could imagine that PCs are almost human and have dislikes just like us...LOL.
 
Regards
 
 
Baldrick
Userlevel 7
Hi Slartybartfast
 
Have you tried the Run Dialog: "C:Program FilesWebrootWRSA.exe" –uninstall option making sure that it is run in an elevated Command Prompt/Run as Administrator, i.e., open the command prompt by right clicking on the option and selecting 'Run as Administrator' before then typing in the above command?
 
Often the need to run with elevated previliges is overlooked.
 
Regards, Baldrick
Userlevel 7
Hello webrooted, welcome to the Community!
 
No, this is absolutely NOT a marketing gimmick.  Webroot components are set into the startup for the purpose of updating the associated browser protection add-ons.
 
If you are no longer using Webroot, you should uninstal it.  While many AV's are indeed nearly impossible to remove, WSA is not usually so and generally removes cleanly in my experience.  In the event that it does leave any traces, this should not be a problem.  I am not aware of any major issues caused by any fragments left as one can see from other AV solutions, such as the inability to connect to the internet, etc etc etc.
 
EDIT
 
The startup components are an essential part of keeping ALL protection modules fully up to date and working correctly.
 
/EDIT
Userlevel 7
Hello @Slartybartfast,

Welcome to the Webroot Community.
 
I am sorry to hear about the issues uninstalling that you are experiencing.
 
The reason we ask where you purchased it from, is so we can provide the proper uninstall instructions.
 
If the normal uninstall process does not work then we will need to do a clean uninstall.
 
I have provided instructions on how to do that below:
 
For Windows 8:

     Move your cursor to the bottom right of the screen to open the Charm Bar menu.
     Click Search, then type "appwiz.cpl" (without quotes), and press Enter on your keyboard.
     Scroll down the programs list until you see the Webroot security product.
     Click the Webroot security product entry once to select it, then click Uninstall/Remove.
     When asked if you are sure you want to uninstall, click Yes and follow any prompts that appear.

2.  Restart your computer.

3. Click the Windows Start button.

4. Move your cursor to the bottom right of the screen to open the Charm Bar menu. Click Search, enter the following text into the field exactly as it appears below, and then press Enter:

                  %PROGRAMDATA%

5.  Locate the WRData folder.  This folder may not be present; if it is not, then continue to Part 2.  If it is present, right-click the WRData folder and select Rename. Change the name to WRData1.  
 
6. After you have done this please restart your computer and then repeat step 4. Once you are in the %PROGRAMDATA% folder simply navigate to the WRData folder you renamed and delete it.
 
Once this is done, Webroot should no longer be installed on the system.
 
If it is still installed, you will need to contact our support team and have them uninstall for you.
 
Support Number: 1-866-612-4227
Support Ticket: https://detail.webrootanywhere.com/servicewelcome.asp
 
Please let me know if this worked for you or if there is anything else I can do to assist.
 
Best Regards,
Userlevel 7
@Slartybartfast,
 
I apologize that you are still unable to uninstall.
If you are still unable to uninstall the program you will need to contact our support team. They can resolve this for you free of charge.
 
You can do this by telephone or through our ticketing system. I have provided the number and link below.
 
 Support Number: 1-866-612-4227
Support Ticket: https://detail.webrootanywhere.com/servicewelcome.asp
 
If you would like, I can also create a ticket for you, but it would still need to be handled by one of our technical support agents.
 
Best Regards,
 
 
Userlevel 7
Badge +56
Normally it is, but something seems to have gone wrong in your particular case.
 
You could submit a ticket online and request a callback, that way you don't have wait online.
 
James just checked the queue and it looks like the holds times are down to 3 minutes, so if you want to continue to hold it shouldn't be much longer.
Thanks for the help, but I have not attempted to uninstall the program. Today was the closest I got and before I could continue/confirm the uninstall a window popped up stating -- erroneously, as I hadn't even uninstalled it yet -- uninstall was unsuccessful. I took that as a warning : /
 
Anywho I am running Windows Defender, maybe that's the problem. I'll shut it down and try again.  Ha, ha, ha. Can't help but laugh about this stuff. Computers . . . Great when they do what you want them to do, but then again, that could get boring.
 
Keep ya posted, thanks again.
 
Dave 
Userlevel 7
Badge +55
Correct and thanks Solly and being Beta Testers since the very beginning of WSA even before it ever came out until the fall of 2011 we seen and helped Joe fix many things that others may not even of known.
 
Daniel ;)
Userlevel 7
webrooted
 
I completely agree and support what David & Jeff have said above.  Uninstallation is only occassionally an issue and even if it is (which it is rarely) even that can be resolved relatively easily.
 
Regards
 
 
Baldrick
Userlevel 7
Hi webrooted
 
Well, you can try the commandline command that I noted in my previous post, and in case you have not seen this previous thread on the same subject have a scan as it might give you some further pointers that may help.
 
With regard to the running of Windows Defender there should be no issue with running both together not that you need to...I have turned it off (Please see this thread for more information on this topic that may be of help to you).
 
Having said all of that I am wondering if what has happened is that WSA is either not properly installed or has been and then uninstalled as generally WIndows Defender gets disabled when WSA is installed and if you are saying theat Windows Defender is active then....?  Have you checked that you have an option to uninstall WSA under Add/Remove Programs, etc.?
 
Have to say that something about all of this does not ring true but I cannot at present figure out what it is.  Will keep reviewing a few older threads as there is definitvely something I have come across before re. this.
 
Regards
 
 
Baldrick
Userlevel 7
Hi kmwalsh213
 
Welcome to the Community Forums.
 
Sorry to hear that you are having an issue with WSA and so have tried to uninstall.  It sounds like when you have tried to uninstall WSA the process has not been a complete success so have you tried the approach suggested by Daniel (TH) in his last post in this thread.
 
It has resolved some particularly sticky installs and I would recommend that you try it if you really want to remove WSA from your system.
 
Regards
 
 
 
Baldrick
Userlevel 7
Hi yankeez
 
Welcome to the Community Forums.
 
Question 1; what tool are you referring to. Question 2; what is stil in your computer in the tray next to the clock?
 
A little more precise detail as to the issue would be a great help in us trying to help you.  Of course I can guess, but it is always better to have the issue properly described.
 
Thanks in advance.
 
Regards, Baldrick
Userlevel 7
Hi kristi
 
Welcome to the Community Forums.
 
You should be able to remove WSA by just the normal route, ie. via the Uninstall applet in the Control Panel (assuming that you are using a PC) however, it could happen that uninstallation options for WSA could be missing from there or Start menu.  If you want to uninstall WSA and are unable to do so because of the options are missing, here are some steps you can try to resolve the problem.
 
Do let us know if that helps or not.
 
Regards, Baldrick
Userlevel 7

@klewis5096 wrote:
I recently deleted Webroot Secure Anywhere, yet upon restarting my computer a window pops up asking  me if I started this program to continue and the program is Webroot. also Webroot is still running in my processes and I cannot delete it, it says I don't have enough permission to do that and I am the administrator of my laptop. I think this program colected a virus and now I believe it is what keeps my windows security from updating. What am I to do outside of just trashing my laptop?
Klewis5096

The Webroot Support group will be more than happy to take a look at your computer for you, and they are among the best in the industry. Please create a support ticket HERE and let them get it fixed up for you. 

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