Product Update: WSA for macOS Catalina

Sherry,

You are a Godsend. If not for you and Webroot Community, I would still be sitting here anxiously waiting for a response from Webroot regrading this problem. You are more helpful than Webroot or Webroot support has ever been. Guess I’m more shocked by Webroot’s total lack of concern and blinder’s toward it’s subscribers. Webroot’s standard line has been “They are working on this.” and this has been basically it.  To me, this is just not good enough or a proper response. Okay moving on. 

I’m not a computer techie and was sorta gun-shy about trying to uninstall and reinstall myself, so per your advise I contacted Webroot Support. Not surprisingly, I’ve heard nothing from Webroot so I decided to tackle myself per your instructions. Had a little hassle but figured it out and now Webroot is working and running again. I can’t thank you enough. Webroot has been a major disappointment and downer for me. 1. Webroot should have known macOS Catalina was coming. There was plenty of advance notice by Apple and other computer experts that this upgrade was forthcoming.  For Webroot not to anticipate and plan for this is unbelievable. 2.Webroot subscribers were without protection for at least a month. Anything could have happened and Webroot has either remained silent or ignored this possibility all together. 3. Webroot subscribers should be compensated for this but again Webroot is saying nothing and ignoring as if nothing ever happened in the first place. How does Webroot expect to keep and maintain subscribers with this type of customer service. You never know about a company until something out of the ordinary happens. Then the real truth comes out. Again, Bless you and Webroot Community.

Sherry, 

Thank you for your kind words and guidance. Without you, I’d still be waiting to hear from Webroot Support, which may never come.  Also appreciate the background history of Webroot, I never knew any of this and now have a better understanding. As of now, I have a long term Webroot subscription but don’t know if I’ll stay when it expires. Regrettably may need to look elsewhere for other options. Thankful and blessed, you are who you are and care. We need more people like yourself. Take care.  

@kkparr33 ,

All your hollering and carrying on isn't going to help me to help you. I may be a Moderator but I am not a employee or do I get paid for what I do here on Webroot. My accolades  are that I'm a customer as you are and a mere Volunteer that I freely give when I can my time. It was late last night and your ranting and raving tired me out even more. I am not affiliated with Webroot Support! Again I only help out when I can. To mock and threaten is not the way to handle your situation at least not for me. I simply give advise and my advise to you is to call Webroot Support and get them to assist you. If you do not want to uninstall/reinstall Webroot yourself then my advise is useless. I have not heard of any issues with System Optimizer in this Forum before. Therefore I can't help you.or can I refund the product. Go ahead and report to whomever you want and I sincerely hope you find Support for all your issues!

Regards,

Sherry

I have just now gone back a few pages and read the post on this thread and others …

Shame Shame Shame

This is a Community built to help persons tec savy and those not so much only! 

This community is not built for persons to come in n bash those helping you nor others … PERIOD!

If u r having issues, like the rest of use running Catalina … by all means, come on in, explain and vent all u want about Webroot, but DO NOT come in here, this Community bashing those trying help you understand!

We r all adults, we r all getting ran over by WR running Catalina, so why r you biting the hand that is helping explain???

I have been with WR since they were WR Window Washer … I too am effected by this n I too am angry, but at WR … especially about this farce of a ‘download’ that WR knows darn well does not work!!!

So if you all r done venting and can not contribute anything that can help all of us collectively help all of you collectively … please put ur fingers on pause and keep those fingers off the keyboards!

Thank you

@seahorse 

You clearly believe in the ‘protection’ Catalina promises to provide. I hope that Apple delivers on this promise. Time will tell. 

I still plan to run third-party ‘protection’ software on my Catalina machine. At some point, I hope it is again Webroot. In short, I consider it cheap ‘insurance’ against constantly evolving threats.

Best of luck to you.

To make it easier here’s the link to @PVaddi update: https://community.webroot.com/webroot-secureanywhere-for-macs-18/product-update-webroot-secureanywhere-for-macos-catalina-340620#post349772

Thanks

Hi artcal,

You are most welcome...

Sorry to hear that Webroot is not recieving that popup.  I think that you should Submit a Support Ticket and Support will help you out Free of charge.

If it was me I would uninstall Webroot and reinstall with the instructions here . Use the free Webroot installer and follow those instructions given. But only uninstall/ reinstall Webroot if you are confident with following the instructions. Otherwise let the Support Team help you. Support can get Webroot running for you on Catalina.

To uninstall Webroot follow below:

Uninstall WSA on Mac Computer
Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX

Be sure you add your Keycode to your Online Console: Webroot SecureAnywhere Online Console

1. Shut down SecureAnywhere by clicking the Webroot icon in the menu bar and selecting Shut Down SecureAnywhere.

2. If prompted, confirm that you want to shut down SecureAnywhere.

3. Open the Applications directory.

4. Click and drag the Webroot SecureAnywhere program icon into the Trash in the dock.

5. A confirming window appears. Click Uninstall.

Webroot SecureAnywhere is now uninstalled. Reboot the computer.

Hope this helps?
 

kkpar33

I completely agree but I would bug the hell out of Webroot support (via email if no phone number) until you get satisfaction. Even if you will not renew, you are currently paying for your subscription and I seriously doubt Webroot will give you a refund. So I suggest doing whatever is necessary. Even if it means taking it as high up as you can. Unfortunately if you don’t complain, nobody will do anything. Also if Webroot is not asking for your key code, something is definitely wrong.

@kkparr33 

 For a tech support number, click here.

I will ping a Webroot Product Manager to see what she has to say. @PVaddi 

Thanks,

Hello WSA MAC users,

As you  may be aware, we have recently released an update to our Catalina supporting MAC agent version (9.1.2.69). This version update includes multiple bug fixes that has  improved the performance of the application but we are also aware of some additional issues that are being reported by our customers.

I want to share that we are making a lot of progress on solving those outstanding issues and will be releasing a series of updates to address them. The next version is planned to release in June which will resolve the update problem some of our customers have reported and address compatibility with another major change that apple will be pushing out soon.

Please continue to provide feedback and thank you so much for your patience.

Pawani

Product Manager, Webroot

@kkparr33 

In mid-OCT, I called ‘tech support’ at 866-612-4227. This was necessary as my Webroot was not working due to Catalina. The rep I spoke with was able to help me uninstall Webroot in real time. Bottom line,  calling ‘worked’ for me. 

Please consider calling Webroot for assistance. If you plan to, they are on Mountain Standard Time.

Good luck.  

I sent a private msg to another WR victim, to not stir the pot until I could remove all WR from my Mac n repeat the install (many times), just to be sure it was not a bad install …

My Conclusion n the facts from the process ...

***

RogerIII wrote:
Yeah, I’m a bit unhappy but I can resolve that easily enough with purchase of another company’s product.


To be honest ... Apple constructed Catalina so well, I would not waste ur monies!

It took 12 steps n 3 reboots for the WR tec to try to install it forcefully! I would just have a senior tec at apple help u, if u r not familiar with how, to lock ur system well from outside crap getting in ... locations notification, encrypting, etc... and clear history every time u r done/off, u will be fine!
Unless of course u r a clicker of everything out there, then u 'may' eventually come across some malware in downloading a file.

I am going to purchase VPN/WiFi security from WR and get a refund for almost 300 days of WR Complete.

***

I am going to wait until WR codes a new product just for Catalina … because I refuse to use anything subpar that does nothing; on any machine that cost so much.

I need to also say …

WR is a great company n they have come very far from window washer.

So why in the heck they refuse to admitting uncle with Mac/Catalina n to take as long as they can to code an entire new product; its going to come back n take a huge chunk from their butts!

WR running in Windows has been fabulous and I do believe they need to pat themselves on the back for doing an awesome job in Window's products!!!

Every product out there has customer service in a foreign country that ‘may’ speak n comprehend second grade English at best, n the many hrs to just get them to partially understand was draining!

Tis a major reason I will never use anyone else but WR, but they need to own up to their crap!

Thank you for listening

Hi @PVaddi 

Its been almost two months since Webroot released their last update.  With so many people having issues can you please get an update for the community as what our expectations should be re a fix for the problems everyone is seeing.