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Recently my webroot begins to scan on my mac, Webroot shows threats detected but just before the scan completes Webroot freezes up and will not complete the scan. Any Ideas?
Hello dan0,

 

Welcome to the Webroot Community,

 

My advise would be to Submit a Support Ticket and they can sort this issue out for you quickly. This is a free service with your Webroot subscription.

 

Or you can call Support here  https://tel:18666124268

 

 
Hi dan0

 

Welcome to the Community Forums.

 

This could be down to a faulty installation of WRSA and in relation to that you could try an uninstall/clean reinstall, to see if that resolves the issue.

 

If you would like to try that then please follow the steps below closely!

 


  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example:SA69-AAAA-A783-DE78-XXXX
  • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  • Download a Copy Here 
  • Uninstall WSA and Reboot
  • Install with the new installer, enter your Keycode and do NOT import any settings if offered by the installer; to as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again & run another scan to see if the issue is still there.
If you do not want to try that or the problem persists post the uninstall/clean reinstall then then please Submit a Support Ticket as maybe you have other issues with your system and Support can look into all and hopefully find the issue.

 

Regards, Baldrick
dan0, Yes this could be a faulty installation and you could try to uninstall/reinstall of Webroot but if you are having threats listed then I would still issue that ticket. But if you would like to try this below. I guess it wouldn't hurt. If you feel capable.

 To 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.
     To install the software:
    1. Click here to download the SecureAnywhere installer to your Mac.  
    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]  
    8. In the next panel, enter your email address and click Continue. (If you don't want to provide your email address, you can click Cancel to skip this step. The installation continues even if you click Cancel.) [img]http://sw.nohold.net/Webroot/Images/macinstall4.png[/img]  
    9. If prompted, confirm the installation by entering your Apple system password and click OK.
 
tried all that and it froze on initial scan lol
odd thing though The Webroot screens were blue, (normally green)
Thank you for letting us know. I am sorry you are having this issue. So you can call Webroot Support and that might be quicker in resolving this issue. You might have to wait on the phone abit but they will get to you.

 

Let us know how things go alright?

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