To Customer Support To Customer Support
Solved

Wanted............technical knight in shining armour

  • 19 October 2013
  • 30 replies
  • 147 views
A
Userlevel 3
  • allyb
  • Retired Webrooter
  • 27 replies
Please....... please HELP!!!!
 
My name is Alison and I have the technical abilities of a Lima bean :@
 
I had a message come up from Webroot saying something like......on start up a file/program is trying to enter...then there were options....and... I clicked on the one that said   "Block"
Now my laptop will not connect to the Internet at all; it just has a big red cross on the Internet icon.
 
I live in the UK and my laptop in my world. Two years 8mnths ago I became chronically ill, following a routine tooth operation; a viral infection entered and affected my central nervous system, rendering me housebound and mainly bed bound. This isn't a sympathy call....it's just to give you some understanding and put you in the picture of the difficulties I may have with anything complicated so please be patient.  
 
Thank you in advance, Kindly regards Alison :D
icon

Best answer by allyb 30 October 2013, 00:05

View original

30 replies

RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Yes very strange as Uninstalling the Unwanted Add-ons should not cause any issues also if see here I always post updates to Adobe Flash, Air and Java Updates and always warn users to look out for unwanted add-ons every time!
 
https://community.webroot.com/t5/Security-Industry-News/Adobe-Flash-Player-v-11-9-900-152-amp-Adobe-Air-3-9-0-1210/td-p/67209#.Uo92SeLZG_o
 
https://community.webroot.com/t5/Security-Industry-News/Java-SE-Runtime-Environment-7u45-Released/td-p/61839#.Uo92dOLZG_o
 
Thanks and take care,
 
Daniel 😉
A
Userlevel 3
 
Thanks Daniel..........
 
Yes I'm using a Del Latitude laptop and last night after I reebooted it was still playing up......but this morning things were back to normal????? (relief) so who knows...........just delighted it''s back........and thanks again for your reply....this community is great. :D
 
Kindly Ally
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Hello Ally,
 
Sorry about the issue you had above I would assume it was alright after you did a reboot? Most times then there is an issue a reboot would usually resolve the problem and are you using a Laptop?
 
Thanks,
 
Daniel 😉
A
Userlevel 3
 
Update...............
Today it's back as normal
 
Kindly regards Ally
 
A
Userlevel 3
 
Oh NO!!!!!!!!!!!!!!!!   Since I uninstalled the nasty Mc Afee........................my internet explorer won't work :$
 
It just says "page cannot be displayed"  
 
Deary me.....   What now?? 😞 ally
 
 
PS  It now says that my DNS server might be unavailable??????
 
explanoit
Rank
Userlevel 7
Badge
Yes you can uninstall it. It's slimey way for them to make extra money.
Make sure to pay attention when installing software on both the download page and the installer program.
---------------------------------------- Business Products Sr. Community Leader and Expert Advisor - WSA-Enterprise administrator over 2000 clients First company to 1000+ WSA endpoints | Power User / Business Ambassador / WSA-C and WSA-E Beta tester Find me on Twitter!
A
Userlevel 3
Hi Guys,
 
Quick question
I installed adobe flash 11................and somehow Mc Afee weedled it's way onto my laptop :@ 
 
Do I just uninstall it.............it won't affect the adobe will it................why do they do that??? it's a bit sly dontcha think.
 
Kindly regards
ally
Baldrick
Rank
Userlevel 7
Hi Ally
 
Glad to hear that is sorted for you.  Hope that you will stick around in the Community Forum...as it is great fun and you learn so much. ;)
 
We are always here to help in case you have a question or an issue and are not sure if you should log a support ticket.
 
Regards
 
 
Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
A
Userlevel 3
I've had an email from the support team and it has been sorted.......Thanks again guys

Kindest regards
Alison
A
Userlevel 3
:D
 
Thank you Guys for your time, patience and expertise............
 
I think where I had been going wrong was trying to put my log in password in.......so I clicked on forgot password and they emailed me one and that worked...... phew...... so I have now sent them an email as I don't want to try the patience of you kindly guys any further.
 
https:///t5/user/viewprofilepage/user-id/7522  😠 I have not intentionally tried to install any toolbar.....................gosh I'm all on with the Google toolbar :D  It doesn't sound familiar........ but it may have been something I've done inadvertently.
 
Kindly regards
Alison
Rakanisheu Retired
Userlevel 7
That file looks related to a Chatzum toolbar which is described as a social networking thumbnail zoomer. It looks like it is installing a toolbar/extension in your browser. Does this sound familiar by any chance? Did you install a toolbar recently?
ams963
Rank
Userlevel 7
@ wrote:
 
Thank you very much BOTH :D
 
I found it finally :$ 
 

[u] c:program fileswrapper_instservice.exe [MD5: 7C73C4515C567EBABD7300D50A228B93] [Flags: 10181401.11449]
 
Daniel.............when I try to submit 'a ticket' and put my email and password in .......it says we've been in touch with........then my email address?????
 
sorry to be such pain
ally
Hi Ally,
 
After you enter your email address here https://detail.webrootanywhere.com/servicewelcome.asp you get:

 

Welcome Back!

We have already had contact with: ------@-----.comPlease enter your password below if you wish to continue with your previous conversation. Your password will have been previously emailed to you.
Password: Forgotten your password? Am I right? Well it's normal. Just enter your password for Webroot Support and click continue. When a new webpage loads click Send another message. And you're good to go. The above is just a welcome note to WSA users and means that you had submitted a ticket on another case previously.:)
Baldrick
Rank
Userlevel 7
Hi Ally
 
Have you already received an email from Support with a link to your ticket and details of a password to use in conjunction with that or are you logging for the first time?  If you follow the link from the Support/Community tab in the main WSA GUI it should take you to a page where you have, under the main heading 'Product Support' two possible links: (i) 'Open a Support Ticket', if this is your first time or you are starting a new ticket & (ii) 'Check my Support Ticket Status' is you have the password and are trying to respond to an already acknowledged ticket.
 
Which of the two situation above do you find yourself in? :D
 
We will try to help based on your reply.
 
Regards
 
 
Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
A
Userlevel 3
 
Thank you very much BOTH :D
 
I found it finally :$ 
 

[u] c:program fileswrapper_instservice.exe [MD5: 7C73C4515C567EBABD7300D50A228B93] [Flags: 10181401.11449]
 
Daniel.............when I try to submit 'a ticket' and put my email and password in .......it says we've been in touch with........then my email address?????
 
sorry to be such pain
ally
ams963
Rank
Userlevel 7
@ wrote:
 Thanks Amit!
 
Thanks,
Daniel
 
You're welcome buddy.:)
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
@PIInfinity wrote:
@ wrote:

 I have fathomed out how to save a report log..............but just can't fathom out which bit you need posting :$
 
Kindest regards
Ally
The lines in the log starting with [u]. :)
Thanks Amit! Ally could you please Submit a Support Ticket so they can make sure your system is clean?
 
Thanks,
 
Daniel
ams963
Rank
Userlevel 7
@ wrote:

 I have fathomed out how to save a report log..............but just can't fathom out which bit you need posting :$
 
Kindest regards
Ally
The lines in the log starting with [u]. 🙂
A
Userlevel 3
Hi Daniel,
 
Thank you,
 
I have fathomed out how to save a report log..............but just can't fathom out which bit you need posting :$
 
Kindest regards
Ally
A
Userlevel 3
Hi Daniel,
 
Thank you,
 
I have fathomed out how to save a report log..............but just can't fathom out which bit you need posting....:$
 
Kindest regards
Ally
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Hello Alison can you please save a scan log see here: http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C11_ReportsandViewers/CH11a_SavingScanLog.htm
 
And post just the lines that shows the file seen in your prompt Example: [u] c:windowsmicrosoft.netframeworkv4.0.30319system.resources.resourcemanager.dll [MD5: 12AC64D114A9CA4BA33AEB386948D8C9] [Flags: 00001000.6178]
 
As it sounds like a Firewall Prompt.
 
Daniel
A
Userlevel 3
 
Oh gosh help again guys; the Webroot notice has just come up again  when I logged on the Internet it says………
 
This file is trying to connect to the internet and is not trusted
 
C:/program files/wrapper_ blah blah
 
What do I do? Bock it or allow once????
 
What is it???????
 
Many thanks
Alison
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
@ wrote:

 The wireless connection was switched off.........in my (lame) defense, I did try that yesterday but I have just realised it is opposite to my old dell.  On the old one you slide the button towards the antenna icon....whilst on my new one you slide it away. :S
 
As I said..... my laptop really is my world..... it connects me with others as ill as myself and to helpful communities such as yours.   Thanks all for your advice and perseverance.
 
Kindly regards
Alison.
 
 
I was thinking of that but didn't want to ask as you said something was blocked so I assumed at that time you were connected to the net sometimes I have to go with my gut feeling! Glad you got sorted though. :D
 
Cheers,
 
Daniel
Baldrick
Rank
Userlevel 7
Hi Alison
 
You should be able to check on the status of your support ticket by clicking on the 'Get Customer Support' button, to be found under the 'Support/Community' tab in the main WSA GUI.  That should open a web page with further links on the right hand side, and the last one under the Product Support main heading, i.e., Check My Support Ticket Status, should allow you to follow up...just click on it and follow the instructions on the pages displayed.
 
If that does not help then post back. :D
 
Regards
 
 
Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
A
Userlevel 3
Thank you very much George........
 
I followed your instructions.....(I have been using my old faithful Dell) on my new Dell and I right clicked as you said......it did indeed diagnose the problem...........OUCH :$
 
I am going to confess to just how DUMB :D
  
The wireless connection was switched off.........in my (lame) defense, I did try that yesterday but I have just realised it is opposite to my old dell.  On the old one you slide the button towards the antenna icon....whilst on my new one you slide it away. :S
 
As I said..... my laptop really is my world..... it connects me with others as ill as myself and to helpful communities such as yours.   Thanks all for your advice and perseverance.
 
Kindly regards
Alison.
 
 
W
Rank
Userlevel 1
Sorry to hear you are having problems. It could well be that you have blocked/disabled the program that allows you wireless access. Not knowing what that is as I don`t have your laptop infront of me, if YOU do then open up control panel, click on programs. If you recognise the program, then click on it. If it gives you the option to repair, then select yes and see how you go. If not, then resetting your network adapter may help. Click on control panel, then "network and internet", then "network and sharing centre". On the left hand side there is an option to "change adapter settings". Click on that, and your network adaper should be listed. Right click on it, and select diagnose, and follow any prompts. If that doesnt work, right click again, select disable. Then right click and select enable. Reboot, and see if that helps. Ive used this many times when working for Virgin Media to help people reconnect. Its worth a try.
George

Reply


Terms & Conditions

© 2004 - Webroot Inc.

We have recently updated our Privacy Policies. We encourage you to read the full terms here.