Problem with install detected

  • 13 September 2016
  • 3 replies

This problem on a Mac Pro, OSX ver. 10.11.6
when I logged in i got a pop-up saying, "a problem with the installation has been detected. Please re-install the application".
When I enter my 20 character code, click "Agree and Install" I get another message stating "An error has occured while attempting in instal SecureAnywhere". and "Failed to get latest version"
When I go to the console no scan is showing, clicking certain buttons causes the programto crash sending me back to to the pop-up above asking me to re-install SecureAnywhere.
any ideas?

3 replies

Userlevel 7
Badge +62
Hi 711,
Welcome to the Webroot Community,
Would you please uninstall Webroot and reinstall?
To uninstall Webroot SecureAnywhere, follow the instructions below.
  1. Shut down SecureAnywhere by clicking the Webroot icon [img][/img] in the menu bar and selecting Shut Down SecureAnywhere. [img][/img] If prompted, confirm that you want to shut down SecureAnywhere.  
  2. Open the Finder by clicking the Finder icon [img][/img] in the dock.  
  3. Open the Applications directory. [img][/img]  
  4. Click and drag the Webroot SecureAnywhere program icon into the Trash [img][/img] in the dock. A confirming window appears.  Click Uninstall. [img][/img] Webroot SecureAnywhere is now uninstalled.  There is no need to restart your computer.  
Reinstall Webroot
 You can install SecureAnywhere on Mac OS X 10.7 and above. An Internet connection is required to install the software.

To install the software:
  1. Click here to download the SecureAnywhere  installer to your Mac. Or Click here if you have the Best Buy Geek Squad Subscription service.
  2. Double-click wsamac.dmg to open the installer.
  3. Drag the Webroot SecureAnywhere icon into the Applications folder. [img][/img]  
  4. In the first activation window, enter your keycode and click Activate. Your keycode is the 20-character license that identifies your account. If you purchased the product online, the keycode is provided in an email from Webroot. If you purchased the product in a store, the keycode is provided in the retail box. In addition, the keycode identifies whether you purchased a multi-user license, which allows you to install SecureAnywhere on up to three or five Macs. 
 You can also Submit a Support Ticket free of charge with your Webroot subscription. They usually respond in 24-48 hours. Hope this helps?
Thanks, it worked with one extra step;  I needed to re-install twice, once the get the small menu icon to show, the second to actual re-install SecureAnywhere.  The procedure for the re-install wasn't quite as you listed, there was no re-activation required and for some reason the blue "Applications" folder wasn't there to drag-n-drop into.  I just double click the WB icon to install.
Userlevel 7
Badge +62
You are most welcome! Thanks for letting us know! ;)