Question

Won't launch, cant uninstall


Userlevel 3

Windows 10. Webroot won't launch. Can't uninstall to reinstall via Control Panel, Settings, or Administrative command line -uninstall switch. Get persistent "you must be logged on as administrator" message. Am logged on as administrator. Same problems in safe mode. Suggestions, please? Thanks

Sent that to customer service 2 days ago, not a peep.  You guys know if there’s anybody awake over there? 

Thanks.

 


14 replies

Userlevel 7

Hello @OldFart1 

 

A couple of users had the same issue and in the end I told him to contact support so check this to see if it will help you and if not contact support: https://community.webroot.com/community-101-2/help-get-this-program-off-my-machine-344763

 

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, it should be 24 to 48 hours but could take a little longer because of COVID 19.

 

Thanks,

Userlevel 3

TripleHelix, 

 

Tried your previous suggestions, command line and GUI methods, Safe with and without networking, checked administrative permissions for profile, still get the “must be logged on as administrator” message.  Strongly suspect the latest infamous Windows Update has something to do with this.  Will wait a couple more days for Webroot support to reach out, run sfc, check some 455 errors, etc. and see where to go from there.  Thanks for your help and  for confirming that there is intelligent life out there.

Userlevel 7

Hi @OldFart1 

 

Have have never run into that issue personally and I use Revo Uninstaller Pro but give the free version a try as that might be the way? Either way let us know.

 

Thanks,

Userlevel 3

TripleHelix,

It’s getting a little late for the oldfart earlybird special at the cafeteria tonight so I’ll probably pull down the Revo free tomorrow and give it a whirl.  I’m way too cheap to pay for the Pro version, but I’ll say nice things about them if it works!

Thanks.

 

 

Userlevel 3

TripleHelix,

 Quick note:  Waiting for new backup media to arrive before trying Revo.  ( Murphy was an optimist. :slight_smile: )

Userlevel 7

Hello @OldFart1 

 

Your going to do a back up of your system? We have the download link!

 

Please follow the steps below closely in terms of installing WSA on the target system/machine!

  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • Be sure you have or add your Keycode to your Online Console: Webroot SecureAnywhere Online Console
  • KEEP the computer online during the install 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
  • Install with the new installer, entering your Keycode when prompted to do so in the install process
  • Let it finish it's install scan
  • Reboot

 

In the end you my need to Submit a Support Ticket to get help.

 

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, it should be 24 to 48 hours but could take a little longer because of COVID 19.

 

Thanks,

Userlevel 3

TripleHelix,

Sorry guys.  I was being facetious.  I always like to grab my personal data and put it in another room before playing with unfamiliar software that’s going to be mucking about in the registry.  Murphy’s law:” If it can go wrong, it will”.  I’ll try to be more serious.  And, thanks again for your help.

@OldFart1 any luck with the Revo Uninstaller Pro ? I’m having the same issue.

Userlevel 3

Sorry to delay the parade, but I probably won’t get to this until Tuesday, after the holiday.     Thanks.

Userlevel 3

I suggest 60's rock as a replacement for your "hold" music.

OK. You wore me down. Just got dropped after 1'03" on hold. Please call me after noon EDT at -SNIP- (PLEASE DO NOT POST PERSONAL INFO ON A PUBLIC FORUM) about issue below.

Windows 10. Webroot won't launch. Can't uninstall to reinstall via Control Panel, Settings, or Administrative command line -uninstall switch. Get persistent "you must be logged on as administrator" message. Am logged on as administrator. Same problems in safe mode. Suggestions, please? Thanks.

Thanks.
Al Thomas

Userlevel 7

Hello @OldFart1 

 

Where did you get that phone number? @khumphrey  or @freydrew  do you know this number above?

 

Here are the Webroot Support Numbers: 1-866-612-4227

 

And from around the world: https://www.webroot.com/us/en/support/contact

 

Submit a Support Ticket to get help.

 

Thanks,

Userlevel 7

@OldFart1 

 

Submit a Support Ticket to get help.

 

Thanks,

I too am having the same issue. -- won’t launch or uninstall. Tried Safe mode (that bitlocker code is a PIA). Even in Safe mode get the dialogue box telling me I need  to be an Administrator.  Following this thread as I hate having something  not working that should. Hoping to fix as I like the product. This was a clean install on a fresh install of Windows 10 Pro. On hold  for 30 minutes., but  hoping to see a reply here as I’ve had enough for the day.

Userlevel 7

Hello @mbloom 

 

Yes it’s an issue but it’s best to contact support and they will help you. Submit a Support Ticket to get help.

 

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, it should be 24 to 48 hours but could take a little longer because of COVID 19.

 

Thanks,

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