Removing Webroot SecureAnywhere

jdfreeman2000
jdfreeman2000 used Ask the Experts™
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I have a client with a PC with Windows 10 Home. It hangs during startup. It has Webroot SecureAnywhere in its list of Features and Apps. Trying to uninstall from there brings up a message that it cannot find a certain uninstall program. I downloaded WRUpdaterTool.exe and ran it. It display messages as it ran indicating that it was succeeding, but in the end, the app still shows in Features and Apps. Does anyone know any other means to get rid of it? Thanks.
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Dirk StraussSenior Full Stack Developer
Distinguished Expert 2017

Commented:
Please forgive me if I sound unprofessional, but I hate that application with the fury of a billion suns. I installed it as part of a solution offered by my bank. Boy was I sorry I had ever installed it.

I digress. I used this article uninstallation issue solved to remove it from my machine.


Your best bet in that case is to restart the computer into Safe Mode (Not "with networking", just regular Safe Mode).  It should NOT prompt you or trry to run int hat case. Then remove:
C:\windows\system32\drivers\wrkrn.sys
C:\windows\system32\wruser.dll
The entire C:\ProgramData\WRData\ folder
The entire C:\Program Files\Webroot\ folder
The C:\Program Files (x86)\Webroot\ folder if it exists
Be sure to read the entire thread. There is more info in that article.
Is this the Webroot Removal Tool that you used?

https://www.webroot.com/prodCheck/?pc=64150&origrc=1&oc=221&mjv=7&mnv=0&rel=6&bld=38&lang=en&loc=AUS&kc=ppc%60lkik^^afhgpewgfa&opi=2&omj=6&omn=1&osl=en&errid

If no-go on that, the only other way that I can think of to remove Webroot given that it claims certain files required for the uninstall/removal are missing is to install it again. Often, apps like this offer a "repair" feature (that appears during installation). If not, continue with the installation anyway, then use the Webroot Removal Tool to try and rid the system of it.

Regards. . .

jcgriff2
James BunchSystems Engineer

Commented:
If the issue is not resolved by the removal tool during a normal boot, try running the system in Safe mode and run the removal tool inside that environment to keep any unnecessary programs from stopping the change.
Digital Care Coordinator
Commented:
Adding on to what Dirk said,

If you're simply trying to remove the program (and not to re-install it), can you please try the following steps in Safe Mode with Networking?

(After rebooting into SMWN)
1. If the Webroot icon is still present in the System Tray, right click on the icon and "Shutdown Protection" beforehand. (If this option was not available, open UI > Advanced Settings > Check "Allow SecureAnywhere to be shut down manually" and save)
2. Open the Command Prompt ad admin, and type in "C:\Program Files\Webroot\WRSA.exe" -uninstall
***(You may need to adjust the file path if you've changed the install directory)***
3. Enter in the CAPTCHA puzzle.
4. Also run "sc delete wrsvc" to delete the service. Exit the Command Prompt once done. (If the agent was still stuck, kill the service first and then run the uninstall command again)
5. Remove the "WRData" folder in %ProgramData% directory (if still present).
6. Remove the following registry keys:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\WRkrn
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\WRSVC
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\wrUrlFlt
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\WRSVC
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\WRkrn
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\SafeBoot\Network\WRkrn
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\SafeBoot\Network\WRSVC
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\Control\SafeBoot\Network\WRkrn
HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\Control\SafeBoot\Network\WRSVC
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\WRData

If that is still unsuccessful, please reach out to our Support Team directly to completely remediate the installation for you.
Support Number: 1-866-612-4227 M-F 7am−6pm MT
Send a Support Ticket

Author

Commented:
Webroot tech support removed it

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