Computer Help

Question

Computer will not shut down, have to do a hard shut down

by sherry1117 / November 28, 2011 9:16 AM PST

Toshiba Vista Laptop
This happened after a webroot and windows update. How can I correct this?

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Clarification Request
Give it time
by Willy / November 28, 2011 11:27 PM PST

Don't just shutdown "hard", allow it to finish. I suggest you review the event log and see what is possible may have been recorded. Also, the updates you mentioned maybe trying to do a inspection or scan to see if it runs OK or it really isn't done because it was running prior. DO a manual AV scan and allow it to finish, it may correct its unattended "auto-scan". Also, since there is a windows update, many times it needs to be allowed to install at shutdown as that's when it does it for a clean reboot next time, it really important not to disturb that process, as it may retry the windows update all over again and seem to be a problem, but it's not, it's suppose to be updating not only getting the update but installing it. Understand some updates are large and if you haven't used the laptop in some time, it has the chance to do so once on the WWW.

All Answers

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Answer
Issues/shut down etc.
by pgc3 / November 28, 2011 11:35 PM PST

Willy's points are valid in this type of scenario, since this is s LAPTOP and uses a battery, just for drill try a battery reset, unless you already have to no avail. Just (with the L/T shut off) remove the battery let it sit a minute, replace the battery and restart the L/T, sometimes this will resolve issues that MAY be memory (ram) related. Good luck!

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Answer
Webroot Support is here to help !
by G_Davis / December 1, 2011 4:06 AM PST

Hi Sherry,

This is Greg from Webroot Support.

The issue you are having with shutdown may be caused by a problem with your video or other drivers, especially if your computer is running low on resources. I assume that you upgraded your Webroot software to our new SecureAnywhere suite and there is the possibility that the upgrade did not fully remove the older product, which can cause conflicts. If you launch Webroot SecureAnywhere and the select the "Help & Support" link on the left side of the main window, then select "create a support ticket." This will automatically send your contact information and logs to our Technicians who will then contact you to resolve the issue you are having.

Thanks,
Greg

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Webroot Support
by foxmetrics / December 2, 2011 1:26 PM PST

Hi Friend,
I will help u , if we provide me a snap shot of your problem .

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