UAC Prompt

  • 15 December 2015
  • 36 replies
  • 602 views

Userlevel 6
Badge +20
Hello,
Since yesterday both my Windows 7 pcs are displaying the UAC prompt ( user account control ) Webroot wants to make changes to windows at every bootup. I have to click yes each time for webroot to load. If I change the User account control settings to never notify me then I do not get the prompts. I do not want to do this in case any unwanted programs make changes to windows or install. Please help.
Stephen 

36 replies

Userlevel 4
Badge +5
Hello,
 
I received an answer from support and it seems to be working so I'll post here too.
 
The reinstall also would've worked (I manually cancelled the wrdata folder before reinstalling) but I think it needed an additional scan in order to work.
 
Below the procedure suggested by Webroot support:
 
*************
 
To address the issue you have reported, we will want to rename WRData that's located under the Program Data folder. To do this please follow the instructions below.

First we will need to shut down the Webroot program.

1. Right-click the Webroot system tray icon. This is typically located next to the clock display.

2. In the context menu that appears, click "Shut down protection".

3. If asked to confirm whether you want to shut down Webroot, click "yes". If prompted, complete the CAPTCHA window and click Enter.

4. Open the Windows Explorer program.

5. Click on tools (if you do not see this option, you can bring it up by pressing the Alt key on your keyboard) and select Folder Options

6. Click the View tab at the top and check Show hidden files, folders, and drives.

7. Click on okay.

8. Click on Windows (C:) on the left hand side

9. Open the ProgramData folder, locate the WRData folder. We will want to right click on WRData, and then rename the folder to WRData1.

10. Open Webroot and run a scan.

This should resolve the issue you are reporting
 
*******************
 
Hope this helps you too :D
 
Best Wishes and , in case I don't login here before, a Merry Christmas to you all
Userlevel 7
Badge +56
@ wrote:
Hello,
 
I received an answer from support and it seems to be working so I'll post here too.
 
The reinstall also would've worked (I manually cancelled the wrdata folder before reinstalling) but I think it needed an additional scan in order to work.
 
Below the procedure suggested by Webroot support:
 
*************
 
To address the issue you have reported, we will want to rename WRData that's located under the Program Data folder. To do this please follow the instructions below.

First we will need to shut down the Webroot program.

1. Right-click the Webroot system tray icon. This is typically located next to the clock display.

2. In the context menu that appears, click "Shut down protection".

3. If asked to confirm whether you want to shut down Webroot, click "yes". If prompted, complete the CAPTCHA window and click Enter.

4. Open the Windows Explorer program.

5. Click on tools (if you do not see this option, you can bring it up by pressing the Alt key on your keyboard) and select Folder Options

6. Click the View tab at the top and check Show hidden files, folders, and drives.

7. Click on okay.

8. Click on Windows (C:) on the left hand side

9. Open the ProgramData folder, locate the WRData folder. We will want to right click on WRData, and then rename the folder to WRData1.

10. Open Webroot and run a scan.

This should resolve the issue you are reporting
 
*******************
 
Hope this helps you too :D
 
Best Wishes and , in case I don't login here before, a Merry Christmas to you all
There is an easier way to get to the WRData Folder because it's hidden! %ProgramData%WRData copy this and paste in the Run Command box and it will bring you right there!
 


 


 
Daniel 😉
Userlevel 7
Badge +54
Hi and welcome to the Community ?
 
This a know problem right now and is being worked on.
Once you have clicked on accept at boot up it should be ok for the duration.
 
You can read this topic for further information:
 
after power-up: "Do you want to allow the following program to make changes on your compute"
Userlevel 7
Hi aieie
 
Many thanks for posting this information...I am sure that it will be of great assistance to other users who come here reporting the same issue.
 
And a very Merry Festive Season to you too! :D
 
Regards, Baldrick
Userlevel 7
Hi aieie
 
Ah, well that is not good news. Interestingly enough I passed on, what you kindly provided, to another Community member with the same issue and he has reported that it seems to have resolved the issue...it will be interesting to see if he experiences the same thing as you are reporting.
 
In the meantime many thanks for being so proactive and keeping us posted on progress. It is much appreciated, I assure you. :D
 
Regards, Baldrick 
Userlevel 7
Hello,
 
I would ask that you reach out to our support team in regards to this issue so we can investigate this further.
 
Support Number: 1-866-612-4227
Support Ticket: https://detail.webrootanywhere.com/servicewelcome.asp
 
Best Regards,

James G.
Userlevel 6
Badge +20
All issues with the UAC prompt and no protection while off line now resolved with the new updated version 9.0.7.46 released 29/12/2015. Many thanks 
Userlevel 4
Badge +5
Hello, I'm happy to report that issue seems to be solved, even starting not connected to the Internet. If I should find some unit that doesn't behave like the one from which I'm writing from I'll report it but for now............everything seems fine. Thanks a lot to you all (and to webroot for fixing this issue) Best Wishes...............and Happy New Year !!!!!!
Userlevel 6
Badge +20
Just downloaded windows update KB 3035583 dated 17th Dec 2015 and this has resolved the problem
Userlevel 7
Badge +56
@ wrote:
Just downloaded windows update KB 3035583 dated 17th Dec 2015 and this has resolved the problem
Well it was the WSA Web Filter that was the cause and Webroot released a new one on Wednesday v1.2.0.27 which also fixed the UAC issue.
 
Daniel 😉
Userlevel 7
Badge +54
Thank you for posting that info ? it is good to have a solution we can share with others.
Userlevel 7
Badge +6
You're right on that was but an idea roaming in my mind.
Userlevel 4
Badge +5
Hello,
 
I had a reply from webroot support (about the problem of Webroot behaving bad if the computer is started offline).
 
Basically it says to uninstall the program, rename the WRDATA folder and reinstall the program.
 
I can't try it yet (computer not available right now) but I'll post the thing so that it can be useful to other users before I'm able to try it.
 
Best Wishes
 
*****************
 
In order to address the issue you reported, please uninstall and then reinstall Webroot SecureAnywhere using the special steps below.

** Note: Uninstalling and reinstalling SecureAnywhere may reset any program settings you have personalized, including those for Backup & Sync. Please make sure to check your settings and adjust them as necessary after reinstalling.

* * Part 1: Uninstall * *

1a. For Windows XP/ Windows Vista / Windows 7:

Open the Windows Start menu.
Click Programs or All Programs, then navigate to the Webroot SecureAnywhere folder.
Under Webroot SecureAnywhere, open the Tools folder, then click Uninstall Webroot.
Click Yes and follow any prompts that appear.

1b. 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.

1c. For Windows 10:
In the Cortana search bar, 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. Follow the steps below for your Windows version:

a. Windows XP: Click Run, then enter the following text into the field exactly it appears below, and then press Enter:

%ALLUSERSPROFILE%Application Data

b. Windows Vista or Windows 7: Click in the Search box above the Start button, then enter the following text into the field exactly as it appears below, and then press Enter:

%PROGRAMDATA%

c. Windows 8: 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%

d, Windows 10: In the Cortana search bar, 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.

* * Part 2: Install * *

To reinstall, click the link below to download the latest installer.

http://anywhere.webrootcloudav.com/zerol/wsainstall.exe

1. Save the file to your desktop.
2. Double-click "wsainstall.exe" to run the installer.
3. Enter your keycode when prompted.
4. Click Agree and Install.
5. If asked "Would you like to automatically import the settings that were used in your previous installation?", click No. Webroot SecureAnywhere reinstalls itself.

A scan may begin automatically, depending on how recently a scan was completed.

This should resolve the issue you reported. If not, please send us another message to let us know so that we can assist you further.
 
*****************
Userlevel 4
Badge +5
Yes,
 
As I wrote now all it seems to go well till you boot your computer being offline.
 
The procedure suggested in my last post does no good about it.
 
I was able to reproduce it here at work on a completely different computer so it's not computer related.
 
Here my last post to Webroot support:
 
******************
 
Hello,

the clean reinstall you suggested didn't work.

All seems well if the computer starts being online but if I start not being connected to internet the UAC prompts appears again.

BTW, I did the procedure on a completely different Win7 computer so we can safely assume the thing is not computer related (and you should be able to reproduce it on your systems too).
 
***************
 
Best Wishes
 
 
Userlevel 7
Badge +62
Hi stevecosta,
 
Sorry you are having these issues. But it is best to wait for the Support Team to have a look at this for you.
 
You could try an uninstall/clean reinstall that might help but I am not sure if this will fix the UAC prompt.
 
Please follow the steps closely!
 
  • 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 Subscription PC users click HERE)
  • Uninstall WSA and Reboot
  • Install with the new installer, enter your Keycode and don't import any settings if asked to as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Please let us know if that resolves your issue?
 
Userlevel 4
Badge +5
A reinstall, even deleting WRDATA and rebooting before doing it, won't help.
 
It has been tried by me and by Webroot support in a remote session just an hour ago and it didn't solve the offline problem.
 
Basically last update broke the offline mode of Webroot and I strongly doubt there is something on the client side that can be done in order to solve it.
 
Here is my last reply to Webroot support:
 
***************
 
as we agreed with the tech that checked the system in the logmein session I report this:

when you start the computer not being connected to Internet Webroot misbehave.

UAC intercept webroot start and even if you allow it, the system behaves erratically (empty list of active processes in webroot monitor, as I showed in my screenshot to the tech, crash and restart of the webroot process and so on).

It's true, like the tech wrote, that to FULLY protect your system Webroot needs a working internet connection but it has and has always had an offline mode that monitor your system reporting to your servers when the internet connection is active again.

This has been always working till your last update that broke the offline thing with the problems with UAC and the instability after the permission to start.

Let me know if I can do something to help you locate the source of the problem but, being an offline behaviour, I think it'll be hard if you don't reproduce it in your labs.

It shouldn't be difficult, in every system I have (there are more than 30 here at work), and from what I read in the community forums, in a lot of systems by other users, the behaviour is the same.
 
***************
 
Best Wishes
Userlevel 7
Badge +34
? You are doing a sterling job helping Webroot sort this issue out. Let us hope that they can resolve it before much longer.
 
FWIW, I have also had the UAC prompt when rebooting, even though I have always been connected to the internet. Since all these problems only started when the latest version of WSA was installed last week, maybe they could try rolling us all back to the previous version!
Userlevel 6
Badge +20
Non of the steps worked for me and  webroot support also connected to my pc remotely without any success. Will have to wait for the new updated version. Lets hope its very soon.
Userlevel 7
Hi stevecosta
 
Many thanks for posting back...thatis goo and very useful to know.
 
Hopefully, as the new release rolls out/is pushed out to users the problem will be completely resolved for those in the user base who had the issue.
 
Regards, Baldrick
Userlevel 7
Badge +54
Thank you for the update ? that is great to know.
Userlevel 7
Hi aieie
 
That is great news. Many thanks for taking the time to come back here and let us know. It is much appreciated.
 
Regards, Baldrick
Userlevel 7
Badge +62
Great news stevecosta,
 
Thanks for letting us know. This just might help others as well!:D
Userlevel 6
Badge +20
Hi Daniel,
Thanks for the information. Yes it was the Webroot filtering extension that had caused the UAC problem. I downloaded the new windows update KB3035583 at the same time so thought that was the cause.Issue resolved 
Userlevel 7
Hi aieie
 
Hope that you are well?
 
Given what you are saying the best approach is the on that you have already indicated, i.e., open a support ticket ASAP and provide the Support Team with as much information on this as possible.
 
I am sure that they are aware and investigating the issue.
 
Regards, Baldrick
Userlevel 4
Badge +5
Hi Baldrick , I'm fine, thanks, and you?
 
Nice to hear from you again.
 
I opened the ticket, I'll keep you up to date with how the things goes on.
 
Best wishes

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