Solved
Scan taking hours and not finishing
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?
Best answer by Ssherjj
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.
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View originalWell 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.
- Shut down SecureAnywhere by clicking the Webroot icon [img]http://sw.nohold.net/Webroot/Images/wsa_icon.png[/img] in the menu bar and selecting Shut Down SecureAnywhere. [img]http://sw.nohold.net/Webroot/Images/macwebrootmenushutdown.png[/img] If prompted, confirm that you want to shut down SecureAnywhere.
- Open the Finder by clicking the Finder icon [img]http://sw.nohold.net/Webroot/Images/mac_finder_icon.png[/img] in the dock.
- Open the Applications directory. [img]http://sw.nohold.net/Webroot/Images/mac_click_applications.png[/img]
- Click and drag the Webroot SecureAnywhere program icon into the Trash [img]http://sw.nohold.net/Webroot/Images/mac_trash_icon.png[/img] in the dock. A confirming window appears. Click Uninstall. [img]http://sw.nohold.net/Webroot/Images/macuninstallwsa.png[/img] Webroot SecureAnywhere is now uninstalled. There is no need to restart your computer.
- To install the software:[list=1]
- Click here to download the SecureAnywhere installer to your Mac. Please have your keycode ready!!
- Double-click wsamac.dmg to open the installer.
- Drag the Webroot SecureAnywhere icon into the Applications folder. [img]http://sw.nohold.net/Webroot/Images/mac_install1.png[/img]
- Open the Applications folder by double-clicking the folder icon.
- In the Applications folder, double-click the Webroot SecureAnywhere icon to begin activation.
- 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]
- 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]
[/list]
+62Hello 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.
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.
Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.3.2}, Security: iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester. Security
1 person likes this
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?
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?
+62Hello 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,
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,
Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.3.2}, Security: iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester. Security
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?
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?
+62Hi 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,
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,
Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.3.2}, Security: iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester. Security
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
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
+62Hi 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.
[/list]
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.
- Shut down SecureAnywhere by clicking the Webroot icon [img]http://sw.nohold.net/Webroot/Images/wsa_icon.png[/img] in the menu bar and selecting Shut Down SecureAnywhere. [img]http://sw.nohold.net/Webroot/Images/macwebrootmenushutdown.png[/img] If prompted, confirm that you want to shut down SecureAnywhere.
- Open the Finder by clicking the Finder icon [img]http://sw.nohold.net/Webroot/Images/mac_finder_icon.png[/img] in the dock.
- Open the Applications directory. [img]http://sw.nohold.net/Webroot/Images/mac_click_applications.png[/img]
- Click and drag the Webroot SecureAnywhere program icon into the Trash [img]http://sw.nohold.net/Webroot/Images/mac_trash_icon.png[/img] in the dock. A confirming window appears. Click Uninstall. [img]http://sw.nohold.net/Webroot/Images/macuninstallwsa.png[/img] Webroot SecureAnywhere is now uninstalled. There is no need to restart your computer.
- To install the software:[list=1]
- Click here to download the SecureAnywhere installer to your Mac. Please have your keycode ready!!
- Double-click wsamac.dmg to open the installer.
- Drag the Webroot SecureAnywhere icon into the Applications folder. [img]http://sw.nohold.net/Webroot/Images/mac_install1.png[/img]
- Open the Applications folder by double-clicking the folder icon.
- In the Applications folder, double-click the Webroot SecureAnywhere icon to begin activation.
- 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]
- 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]
[/list]
Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.3.2}, Security: iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester. Security
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
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
+62Hi 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
That's great news. I'm proud of you for doing all that yourself! Kudos to you!
Happy I could help!
Happy Scanning!:D
+62Hello@ 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?
I just wanted to let you know that according to the Mac Threat Researcher
Best Regards,
+62Hi 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, 😉
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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