Computer has been "Preparing to scan" for 24 hours
I went to Best Buy yesterday to get my Mac fixed. I bought the Web Reboot Secure Anywhere and the lady helping began the process after typing in the code. She said I was free to go and the computer would take awhile to scan. However, the application has been saying "Scanning for viruses and Malware" and "Preparing to Scan" for over 24 hours and nothing is happening. What should my next step be?
+62Hello ?,
Welcome to the Webroot Community,
I am sorry to hear about your issues that you are having! Please cancel the scan.
If you have not contacted support, I would recommend doing so. One thing that you can try with out supports help and that is a permission fix. The other might require support to use SUDO commands.
The Mac operating system relies on permissions for most tasks. If these permissions are incorrect, they can cause a variety of issues, both with your programs and with computer performance itself.
To check permissions on the Mac OS:
1. Navigate to Applications > Utilities > Disk Utility.
Note: The Disk Utility feature is advanced and powerful. Any action you take using the Disk Utility is at your own risk. We recommend you only use the Disk Utility under instruction by a qualified technician.
2. Click the Hard Drive name, e.g. Macintosh HD, in the left panel.
3. Under the First Aid tab, select Show details.
4. Click Verify Disk Permissions. This operation may take some time to complete.
5. If the operation finds permissions issues, fixing them can resolve the issue you have reported. Click Repair Disk Permissions. This process may also take time to complete.
6. Once the repair process is finished, restart your computer.
7. After restarting, please test the issue you have reported. See if Webroot still saids preparing to scan.
You could try to uninstall/reinstall if you feel you are capable. Otherwise let Support help you with this.
8. To uninstall go here for instructions. http://www5.nohold.net/Webroot/ukp.aspx?pid=12&app=vw&vw=1&login=1&json=1&solutionid=1992&
8. You can go here to install Webroot http://www5.nohold.net/Webroot/ukp.aspx?pid=12&app=vw&vw=1&login=1&json=1&solutionid=1991&
If you continue to have this issue then please send support a ticket free of charge with an active subscription.and let them know that you have already dione a permission fix.
Hope this helps and please let us know how things are going so that we can help others with similar issues.
Kind Regards,
Welcome to the Webroot Community,
I am sorry to hear about your issues that you are having! Please cancel the scan.
If you have not contacted support, I would recommend doing so. One thing that you can try with out supports help and that is a permission fix. The other might require support to use SUDO commands.
The Mac operating system relies on permissions for most tasks. If these permissions are incorrect, they can cause a variety of issues, both with your programs and with computer performance itself.
To check permissions on the Mac OS:
1. Navigate to Applications > Utilities > Disk Utility.
Note: The Disk Utility feature is advanced and powerful. Any action you take using the Disk Utility is at your own risk. We recommend you only use the Disk Utility under instruction by a qualified technician.
2. Click the Hard Drive name, e.g. Macintosh HD, in the left panel.
3. Under the First Aid tab, select Show details.
4. Click Verify Disk Permissions. This operation may take some time to complete.
5. If the operation finds permissions issues, fixing them can resolve the issue you have reported. Click Repair Disk Permissions. This process may also take time to complete.
6. Once the repair process is finished, restart your computer.
7. After restarting, please test the issue you have reported. See if Webroot still saids preparing to scan.
You could try to uninstall/reinstall if you feel you are capable. Otherwise let Support help you with this.
8. To uninstall go here for instructions. http://www5.nohold.net/Webroot/ukp.aspx?pid=12&app=vw&vw=1&login=1&json=1&solutionid=1992&
8. You can go here to install Webroot http://www5.nohold.net/Webroot/ukp.aspx?pid=12&app=vw&vw=1&login=1&json=1&solutionid=1991&
If you continue to have this issue then please send support a ticket free of charge with an active subscription.and let them know that you have already dione a permission fix.
Hope this helps and please let us know how things are going so that we can help others with similar issues.
Kind Regards,
IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.3), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
Hello there! Welcome to the Community!
The first thing I would try is to simply exit Webroot, restart the device, and try again. Let us know if that helps!
EDIT: Sherry beat me to it, and that is good. She actually USES MAC and I never have 🙂 Thanks Sherry!
The first thing I would try is to simply exit Webroot, restart the device, and try again. Let us know if that helps!
EDIT: Sherry beat me to it, and that is good. She actually USES MAC and I never have 🙂 Thanks Sherry!
+62Hello ?,
Well David I forgot that ? should restart her PC before following those instructions. So VALIID point. Please reboot the Mac before attempting to follow my instructions.
Well David I forgot that ? should restart her PC before following those instructions. So VALIID point. Please reboot the Mac before attempting to follow my instructions.
IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.3), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
TEAMWORK 🙂@ wrote:
Hello@ ,
Well David I forgot that@ should restart her PC before following those instructions. So VALIID point. Please reboot the Mac before attempting to follow my instructions.
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