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When I initiate my webroot scan it is taking up to 20 hours to scan and still not completing the scan. I am worried that my computer may be infected and the virus is preventing webroot from finishing it or detecting it. Is anyone else having this problem and if so what steps did you take? 
Hello kbmayra,

 

Welcome to the Community Forum,

 

Can you do this below? Scanning this long is not Normal.

 

Can you run a deep scan in Safe Mode the instructions on how to do so are shown below. 

 

1. Start your computer in Safe Mode with Networking. For instructions on starting in Safe Mode with Networking

http://www5.nohold.net/Webroot/Loginr.aspx?pid=12&login=1&app=vw&solutionid=68

2. Open Webroot SecureAnywhere from the tray, start menu or desktop icon.

3. Click on the cog icon next to 'PC Security'. http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C2_Scanning/CH2e_Defining_Custom_Scan...

4. Open the 'Scan & Shields' tab.

5. Click the 'Custom Scan' button.

6. The default scan option is 'Deep'. Click Scan.



This will start a Deep Scan of your system. Please allow this scan to complete and remove any threats found. Once the scan is complete, you may restart your system normally. And please let us know if your issue persist as you may need to Submit a Support Ticket for further Expert help.

 

Then rescan Webroot after restarting to see if it's scanning right or not. Ok? EDIT, If Webroot doesn't detect any threats we will have to do a clean reinstall of Webroot.

 

 

Please let us know how this turns out for you.

 
Sherry,

 

Thank you for help, however the instructions on how to enter safemode is not relevant since I have a Mac and the instructions are strictly for PCs. Is there a way to enter into safe mode for a Mac?

 

 
Hello kbmayra,

 

Oh I'm so sorry I didn't ask!

 

Yes we do have information how to put a Mac into Safe mode. I own a Mac as well. So please go here.https://community.webroot.com/t5/Webroot-SecureAnywhere-Antivirus/How-to-Start-Your-Mac-in-Safe-Mode/ta-p/135803

 

Will you let us know how things turn out and if you need anything just give me a shout and I;ll be here waiting,

 

 

Kind Regards,
Sherry,

 

I put my computer into boot mode, however webroot doesn't run when it is in this mode. If there something wrong with my program or with my computer?
Hi kbmayra,

 

Are you up for a uninstall/clean install of Webroot?

 

I'll post these articles for you if you want or if you would rather contact the Support Team it's free of charge woth an active subscription. They can certainly fix this for you .

 

I can't say why your computer won't go into safe mode but it's probably best to let support handle this Mac for you.

 

 

Let me know what you would rather do.

 

 

Thanks,
Sherry,

 

If I need to uninstall and reinstall webroot to fix the issue, I have no problem doing that. Do I need to call tech support or is this something I can do on my own? Thanks!

 

kbmayra
Hi kbmayra,

 

Well I've done this uninstall with success but if this doesn't help the scanning issue after the reinstall you will need to contact support ok. Here's the instructions to uninstall on a Mac.

 

o uninstall Webroot SecureAnywhere, follow the instructions below.


  1. Shut down SecureAnywhere by clicking the Webroot icon http://sw.nohold.net/Webroot/Images/wsa_icon.png in the menu bar and selecting Shut Down SecureAnywhere.

    http://sw.nohold.net/Webroot/Images/macwebrootmenushutdown.png

    If prompted, confirm that you want to shut down SecureAnywhere.
     
  2. Open the Finder by clicking the Finder icon http://sw.nohold.net/Webroot/Images/mac_finder_icon.png in the dock.
     
  3. Open the Applications directory.

    http://sw.nohold.net/Webroot/Images/mac_click_applications.png
     
  4. Click and drag the Webroot SecureAnywhere program icon into the Trash http://sw.nohold.net/Webroot/Images/mac_trash_icon.png in the dock.

    A confirming window appears.  Click Uninstall.

    http://sw.nohold.net/Webroot/Images/macuninstallwsa.png

    Webroot SecureAnywhere is now uninstalled.  There is no need to restart your computer.
 


  1. To install the software:
    1. Click here to download the SecureAnywhere installer to your Mac. Please have your keycode ready!!  
    2. Double-click wsamac.dmg to open the installer.  
    3. Drag the Webroot SecureAnywhere icon into the Applications folder. [img]http://sw.nohold.net/Webroot/Images/mac_install1.png[/img]  
    4. Open the Applications folder by double-clicking the folder icon.  
    5. In the Applications folder, double-click the Webroot SecureAnywhere icon to begin activation.  
    6. In the first activation window, select a language from the drop-down box and click Next. Note: Make sure you select the desired language. Once SecureAnywhere installs, you cannot change it. [img]http://sw.nohold.net/Webroot/Images/macinstalllang.png[/img]  
    7. In the first activation window, enter your keycode and click Activate. Your keycode is the 20-character license that identifies your Webroot 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. [img]http://sw.nohold.net/Webroot/Images/macinstall2.png[/img]
    Please let us know how it goes ok?
 
Sherry,

 

Uninstalling and then reinstalling it seemed to do the trick. Ran a full computer scan 2 different times and it took under 30 minutes for each one. Thanks for all your help!

 

kbmayra
Hi kbmayra!

 

 

That's great news. I'm proud of you for doing all that yourself! Kudos to you!

 

 

Happy I could help!

 

 

 

Happy Scanning!:D
@ wrote:

Sherry,

 

I put my computer into boot mode, however webroot doesn't run when it is in this mode. If there something wrong with my program or with my computer?

Hello @ 

 

I just wanted to let you know that according to the Mac Threat Researcher @ has told me that Webroot will not run in Safe Mode. Apple will not let 3rd party apps to start from there. So there is nothing wrong with your Mac! OK?!

 

 

Best Regards,
Sherry,

 

 

Thanks for checking into that for me, I appreciate it. 

 

 

kbmayra
Hi kbmayra,



No problem! I'm learning everyday myself! As Volunteers we do our best to help others out and sometimes we learn a lot in the process as well!



Kind Regards, 😉

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