Carbonite Support > HOW: Troubleshooting Device Re...

HOW: Troubleshooting Device Removal for Webroot

Summary:

This article lists the possible issues you may encounter with device removal and how to troubleshoot.

The following are expectations for when you click the "Remove Device" option from your account:

For Windows and Mac devices:

  • If Webroot is installed and your device is turned on and connected to the internet, Webroot will be uninstalled remotely.
  • If your device is not turned on or connected to the internet, Webroot will uninstall within one minute of the device being turned on and connected to the internet.
  • You may see a notification on your computer that your AV protection has changed once Webroot is removed.

For mobile devices:

  • You will be logged out of the Webroot app, but the app will remain on your device, and you will need to uninstall it.

Solution:

Click the sections below to expand them.

Issue 1: Your device was not removed from your account

  1. Refresh the page; it may not have reloaded since you clicked "Remove Device."
  2. Open a Private or Incognito window and log back into your account.
  3. If the removed device is still listed after these two steps, contact support here.

Issue 2: Your device is removed, but Webroot is still installed

  1. Verify the device is connected to the internet.
  2. If Webroot still does not uninstall after one minute, restart your device.
  3. Verify Webroot is up to date on your Windows or Apple computer.
  4. Right-click the Webroot icon and select Check for updates. [insert check for updates.png below]
  5. If Webroot still does not uninstall after one minute, you may be on an older OS or an older version of Webroot. Uninstall Webroot by following our knowledge base article here.

Issue 3: Your device has been turned off or disconnected from the internet for an extended period of time

  1. Devices that have not been turned on or connected to the internet may be on very old versions of Webroot and unable to update to a version needed to uninstall automatically.
  2. Uninstall Webroot by following our knowledge base article here.

Issue 4: I still see Webroot on my phone or tablet

  1. This is expected behavior. Removing a mobile device from your account logs you out of the Webroot app, but does not uninstall it.
  2. Uninstall Webroot by following our knowledge base article here.
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