I was wondering if anyone could offer a solution to this because I quite like the software otherwise. Since switching to Webroot ISP yesterday, I've started to experience a strange problem with the screen going blank (completely black i.e. monitor off) and then coming back on. It only lasts for about a second and does not affect any other processes while it is happening. Once today it went blank without coming back on again and the monitor went into standby mode which would suggest it is cutting the signal to it completely.
It only seems to happen when the program is actively doing something, for example when I open up a new web page. It will also black out the screen without fail just after starting up as the pop-up box at the bottom right is fading.
I am running Windows XP Pro 2002 SP3. Any suggestions?
Best answer by aaronmac 10 February 2013, 07:22
I apologize for this issue and I look forward to hearing the results from a fresh installation. :D
We have escalated your support ticket to our threat engineers to investigate further. Please respond within the support ticket once you have reinstalled SecureAnywhere.
For an issue such as this I would love to take a look at the logs from SecureAnywhere and investigate through the support system. I have opened a support ticket for you and you can access it from the link below. Please use the email you signed up for the Community with to login and to access the password that has been sent to you.
Your Support Ticket
I sent the instructions on how to gather the necessary logs, please let me know when they have been submitted! :D
I am also only able to find a trial of SecureAnywhere on your account which is under a separate email. If you have any other keycodes, please Send me a Private Message with other keycodes or email addresses.
This thread is tagged “Solved! Go to Solution.”; however, it’s not clear from the thread that a reinstall resolves the problem.
My set up:
Asus A8J (notebook), 32 bit, with XP Pro Service Pack 3
Please let me know how to resolve this issue.
I am not sure either, it is not quite clear. If you have not tried to re-install, that is always a good first step. If you have tried that already without success, you might want to Submit a Trouble Ticket
Please let me know if I should first uninstall Webroot and reinstall or if I should just reinstall.
I should add too that frequently my system will become unresponsive to mouse and keyboard inputs, the screen will go blank, come back, and then my system is responsive again. This behavior did not happen before I installed Webroot.
If the problem occurs only when using IE, I do not suspect a graphics issue. I think Resetting Internet Explorer and seeing if the issue persists would be a good step to take next.
If this does not resolve the issue, it would be best to Open a Support Ticket as David has suggested so that we can collect logs and investigate further.
UAC will also cause the screen to flash on an off for about a half-second sometimes. These occurrences are not always followed by a prompt from Windows to allow or block something are they?