Installation Support

Webroot strives to ensure your experience installing or uninstalling our software is as seamless as possible, but occasionally errors do occur. If you have received such an error, the following information may help.

Trouble Installing or Uninstalling?

Most install or uninstall errors can be resolved by either uninstalling any previously installed Webroot security software or by running a couple of specialized cleanup utilities first and then reinstalling anew. The following are the recommended steps to follow:

  1. In Windows XP click on the Start button and open the Control Panel, select "Add or Remove Programs", and then select the 'Webroot' security product from the list and click 'Remove'. Restart your computer after the uninstall is complete.
     
    In Windows Vista or Windows 7, click on the Start button and open the Control Panel. You will see either "Uninstall a Program" or "Programs and Features" - double-click whichever option you see. Select the 'Webroot' security product from the list and click 'Uninstall'. Restart your computer after the uninstall is complete.
     
    Note: If you receive an error during this step, please proceed to Step 2; otherwise you may skip ahead to Step 5 below.
  2. Please note: It is highly recommend that you only perform Steps 3 through 6 after first creating a System Restore Point described in this step. Ensuring that the Windows built-in System Restore feature is enabled and that regular restore points are created can be very valuable in the event that restoring to an earlier time is needed.
     
    • To create a System Restore Point in Windows XP go to Start > All Programs > Accessories > System Tools > System Restore > Create a restore point.
    • In Windows Vista and Windows 7, go to Start > right-click on Computer > choose Properties > Select System protection from the left-hand panel > and choose Create.
  3. After you have created the recommended System Restore Point, download and Save the Webroot WRUpgradeTool.exe upgrade/cleanup tool to your Desktop by clicking here, or by copying and pasting the following URL into your Internet browser's address bar:
    http://download.webroot.com/WRUpgradeTool.exe
     
    Note: Running the WRUpgradeTool.exe utility can benefit those that had previously installed or attempted to install Webroot's security software, and may still have residual installed files that may be interfering with the current installation attempt.
  4. Double-click on the Webroot Upgrade/Cleanup tool WRUpgradeTool.exe to run, and follow the prompts to start the uninstall process. The cleanup tool is finished when the last line reads "Removal procedures have been completed." At this point you can click the Close button. If prompted by a dialog box that reads "To complete the cleanup process, you must reboot this computer. Click OK to reboot," please restart you computer now by clicking on the OK button now.
  5. To install/reinstall the Webroot security software, please insert your Webroot product CD or follow the download and installation instructions received through email.
  6. If you are still encounter difficulties installing the Webroot security software, please re-download and save the Webroot WRUpgradeTool.exe upgrade/cleanup tool to your Desktop by clicking here. Reboot your computer into Windows Safe Mode with Networking and follow Step 6 above. Once the WRUpgradeTool.exe utility has completed you can either reboot back into Windows Normal mode or attempt to install in Windows Safe Mode with Networking.
     
    Note: Installing the Webroot security software in Windows Safe Mode with Networking can be particularly useful if your system is currently suffering from a malware infection, or if the Windows Installer service is not fully functional.

If the above steps do not resolve your issue, our Customer Support staff is waiting to help you out. Please visit them online by clicking here.