Help please. WSA Complete stops Win7 from booting

Discussion in 'Prevx Releases' started by Grandizer, Apr 4, 2012.

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  1. Grandizer
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    Grandizer Registered Member

    I ran into a very odd problem. I installed WSA Complete on both desktop computers with PrivateFirewall and Eset Nod32 v5. Both desktops work fine without any issues. Boot up and shutdown are okay. Both running Win7 x64 Ultimate.

    However, when installed on the notebook, the notebook fails to load into Windows 7. It will be stuck on the Welcome screen with the circular loading icon. I had do a hard shutdown and then go into safe mode to disable the webroot startups. Disabling the startup services allowed the notebook to load without any issues. Once Win7 is loaded, I need to manually start up the services.

    It's a Toshiba notebook with a Pentium Dual Core T4500 @ 2.3 GHz and 4GB RAM running Win7 x64 HP.

    I don't know why it's causing an issue with the notebook.

    Any help/suggestions?
  2. Triple Helix
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    Triple Helix Webroot Product Advisor

    What other security software do you have on the Notebook? The same as the Desktops?

    TH
  3. Grandizer
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    Grandizer Registered Member

    Oops. Sorry about that. Yes I do have PrivateFirewall and Eset Nod32 v5 AV installed on the notebook as well.
  4. STV0726
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    STV0726 Registered Member

    I would be curious to see what happened if you unchecked "Automatically block threats when no user is logged on" in Settings > Real-Time Shield (Pretty sure it's there)

    There has been slow-down issues in the past but most seem to have been resolved completely after .90 or something.
  5. Triple Helix
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    Triple Helix Webroot Product Advisor

    OK Uninstall WSA reboot and install WSA again and make sure you have a copy of your key also make sure that PrivateFirewall and Eset Nod32 doesn't block anything from WSA! This time do 3 to 5 scans with WSA and try rebooting again if the problem still occurs go into safe mode with networking and do a couple more scans with WSA and then boot back into normal mode if that doesn't help please contact the WSA support inbox for further help: https://www.webrootanywhere.com/servicewelcome.asp? as they can gather some logs from your notebook!

    TH
  6. Grandizer
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    Grandizer Registered Member

    Okay went in and did as you suggested and restarted the startup services. It loads in Windows 7 but is now unresponsive. Now it won't shut down properly. Can't figure out what's going on.
  7. Triple Helix
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    Triple Helix Webroot Product Advisor

    To me something is being blocked from the first install so you will have to a hard shutdown and then go into safe mode with networking and check PrivateFirewall to see if it's blocking WRSA.exe as it needs full access to the net!

    TH
  8. Grandizer
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    Grandizer Registered Member

    Sorry, previous response was to STV0726.

    I'll try and see if that helps. I have both shutdown when initially installed. Then ran them after the install. Add exclusions for webroot directory (eset) and 'allow' on application and processes (privatefirewall). I already tried a complete uninstall with the webroot cleanup tools and then WSA reinstall. But that did not solve the problem.

    I'll post back with results.

    Many thanks for your help and suggestions.
  9. Triple Helix
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    Triple Helix Webroot Product Advisor

    Ok if all else fails contact the WSA support inbox!

    TH
  10. STV0726
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    STV0726 Registered Member

    Yeah hehe...do what Triple Helix says as my idea was just a speculated temporary workaround if it was caused by the part of WSA that scans in logged off mode.

    Hope you get it sorted.

    Sorry TH didn't mean to get in the way. :)
  11. Grandizer
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    Grandizer Registered Member

    Just an update. There's just no love to be found between WSA and notebook. I have to disable WSA startups in order to get the notebook to boot up. Looks like I'll have to give support a shout and see if there's any resolution to this odd behaviour. :(
  12. PrevxHelp
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    PrevxHelp Former Prevx Moderator

    If Support has you send in log files, could you PM me with the link to them or PM me with your email address so that I can look at the conversation as well?

    Thank you!
  13. Grandizer
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    Grandizer Registered Member

    I will do that, but it might be next week. I sent a support request and updating with missing information I forgot to put down in my first message. As of now, I had to completely uninstall WSA in order to get the notebook functioning again. :(
  14. Grandizer
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    Grandizer Registered Member

    Just an update on my situtaion. Tech support has been great in trying to help. It looks like WSA and ESET are not working together on the notebook. So I currently have to use either ESET or WSA if I want my notebook to work. Hopefully they'll figure something out.
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