Question

Constant CPU usage 30-50% on laptop (not during scans)

  • 12 June 2019
  • 8 replies
  • 517 views

Badge +3
Hi! On my job laptop i'm constantly getting high CPU usage, somewhat crippling the machine and keeping the fans busy. This goes on for 24/7 no matter if I restart.



Any idea how to fix it?


8 replies

Userlevel 7
Badge +55
Hello @kpax

Welcome top the Webroot Community,

Would you please do an uninstall/reinstall of Webroot following instructions below and see if this high CPU issues is fixed?

  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • 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
  • Install with the new installer, enter your Keycode and DO NOT import any old settings as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
You may also Submit a Support Ticket which is free of charge with your active Webroot Subscription. Support may want to gather some information to see why this high CPU issue is happening.

Please let us know the how things are going.

Thank you,
Badge +3
I have to go through the company support to do this as it is controlled by them. Why are you suggesting reinstall? A sensitive part of a system like this should be essential to find the cause no matter what it is. Just "ignoring" it would work for regular consumer products but not a antivirus. It is bad bad practice in my opinion as a software developer.
Userlevel 7
Badge +36
Do you know which version you're running by chance?
Badge +1
Since a few days I had the same problem. Even CPU usage up to 100%
I deinstalled and reinstalled as mentioend above, but the problem remained.
So finally I deinstalled and reinstalled an older version (9.0.24.99) of which I still had the installer in my downloadfolder. And problem solved... so far.
On my other laptop that still runs on version 9.0.24.99 the problem doesn't occur. So I figured there's something in the update that messes things up.
Running Windows 10 on both laptops.
Userlevel 7
Badge +55
Hello @Ziggysmurfdust and Welcome to the Webroot Community!

I haven't seen these issues on my 2 Win 10 Laptops. But some are seeing longer scan times with v9.0.26.61 see here: https://community.webroot.com/tech-talk-7/slow-scans-339347


You may also Submit a Support Ticket which is free of charge with your active Webroot Subscription. Support may want to gather some information to see why this high CPU issue is happening.

Please let us know the how things are going.

Thank you,
Userlevel 4
Badge +17
Hello,
Had the problem of scans taking 20 mins on the new update instead of 5 on the old version. Today I have had to shutdown webroot as my pc was slow and freezing. When I checked task managed cpu was running at 100%. Since ive shutdown webroot everything is back to normal. Have already submitted a support ticket and been feel as though I have been fobbed off. They say there is no issue with the update. Not happy.
Userlevel 7
Badge +22
Hi @stevecosta, @kpax, Could you please upload logs from your respective machines, I would like to have them looked at to understand the root cause. To gather logs:

1. Download Webroot's log-gathering utility from the following link

2. Save the file to your Desktop or the preferred Download folder of your web browser.

3. Double-click the wsalogs.exe file to run it.

4. In the box labeled "Email" enter the same email address you used for this support site.

5. Click the "Go!" button to begin the log gathering process. If you have already done that, please provide me the email address you entered while submitting the logs.

Thanks, Pawani
Badge +1
This morning webroot automatically updated to version 9.0.26.61.
Guess what? Spikes up 90%+ and processor usage of 100% blocking my cursor.
Logs gathered and sent.

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