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webroot wont launch

  • January 19, 2020
  • 9 replies
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Fresh Face
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I just installed Webroot onto my Mac after, due to security reasons, my last subscription was cancelled. I downloaded the program but once I click on the app it won’t launch to allow me to actually input my key code or sign in and finish the download process. I have tried re downloading multiple times and nothing I am doing is helping. The program is not giving me a message or anything, when I click/double click it just does nothing. I put in a ticket but there’s been no response so any help would be great! Thank you 

    9 replies

    Ssherjj
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    • Ssherjj
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    • 21852 replies
    • January 19, 2020

    Hello @Eeekkk 

    Welcome to the Webroot Community,

    Sorry to hear you are having this issue with Webroot. Have you heard from Webroot Support yet?

    May I ask you what Mac version you are running? El Capitan, Catalina?

     

    Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sonoma (14.7.2}, 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
    ProTruckDriver
    Jasper_The_Rasper
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    Fresh Face
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    • Eeekkk
    • Author
    • Fresh Face
    • 2 replies
    • January 19, 2020

    I recently updated to Catalina and I haven’t heard back from support yet... @Ssherjj 

    Jasper_The_Rasper
    Ssherjj
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      Ssherjj
    Ssherjj
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    • Ssherjj
    • Moderator
    • 21852 replies
    • January 19, 2020

    Hi! I am sorry that they are taking so long to respond. Are you able to uninstall Webroot?

    Uninstall WSA on Mac Computer
    Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX

    Be sure you add your Keycode to your Online Console: Webroot SecureAnywhere Online Console

    1. Shut down SecureAnywhere by clicking the Webroot icon in the menu bar and selecting Shut Down SecureAnywhere.

    2. If prompted, confirm that you want to shut down SecureAnywhere.

    3. Open the Applications directory.

    4. Click and drag the Webroot SecureAnywhere program icon into the Trash in the dock.

    5. A confirming window appears. Click Uninstall.

    Webroot SecureAnywhere is now uninstalled. Reboot the computer.
     

    Then reinstall following these steps to reinstall on Catalina:

    https://community.webroot.com/webroot-secureanywhere-for-macs-18/product-update-home-webroot-secureanywhere-macos-catalina-10-15-341016

     

    Maybe @ProTruckDriver can assist here as he is running Catalina?

    Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sonoma (14.7.2}, 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
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    Ssherjj
    Moderator
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    • Ssherjj
    • Moderator
    • 21852 replies
    • January 19, 2020

    Hello @Eeekkk 

    If you have issues uninstalling Webroot please follow below:

    Please boot your Mac into Safe Mode and uninstall Webroot from there.

    To start up in safe mode:

    1. Start or restart your Mac, then immediately press and hold the Shift key. The Apple logo appears on your display. ...
    2. Release the Shift key when you see the login window.



    You can also Contact Webroot Support by phone.. HERE

    Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sonoma (14.7.2}, 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
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    ProTruckDriver
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    Thank you for the ping @Ssherjj but I have not yet installed WSA running Catalina. I’ve had problems with WSA on Mojave and uninstalled it. I’m going to need to get with Support to Sudo Command all the leftover files from the uninstall so I can start with a clean slate before installing on Catalina. Sorry I couldn’t be of any help on this.

    Late 2015 ~ 5K ~ 27 inch iMac ~ macOS Catalina 10.15.7 ~ Clone & Backup with: SuperDuper - Time Machine & iCloud. PWM: RoboForm. 👁¿👁 Spam Annihilater 👁¿👁
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    • Ssherjj
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    • 21852 replies
    • January 19, 2020
    ProTruckDriver wrote:

    Thank you for the ping @Ssherjj but I have not yet installed WSA running Catalina. I’ve had problems with WSA on Mojave and uninstalled it. I’m going to need to get with Support to Sudo Command all the leftover files from the uninstall so I can start with a clean slate before installing on Catalina. Sorry I couldn’t be of any help on this.

     

    Thank you PTD for your response.  I feel it was indeed helpful.😉

    Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sonoma (14.7.2}, 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
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    Fresh Face
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    • Eeekkk
    • Author
    • Fresh Face
    • 2 replies
    • January 19, 2020

    I uninstalled Webroot and reinstalled it but to no avail. 

    Jasper_The_Rasper
    Ssherjj
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      Ssherjj
    Ssherjj
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    • Ssherjj
    • Moderator
    • 21852 replies
    • January 19, 2020

    Sorry @Eeekkk ,

    Then I suppose you'll need Webroot Support to sort this out for you. The Webroot Support by phone.is . HERE  You'll have to wait until Business Hours. Just a heads up you might be on hold for awhile. But in the meantime I would uninstall Webroot until you contact Support.

    I apologize for all the inconveniences but I hope they contact you soon. Everyone in the office are off till Tuesday because of the Holiday. Maybe your Webroot Support Ticket will give you a response soon. 

    I'll ping @freydrew so he is aware if this issue when he returns back to the office...for he is the Administrator of this Forum.

     

    Regards Sherry

    Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sonoma (14.7.2}, 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
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    Fresh Face
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    • tom941
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    • 4 replies
    • February 4, 2020

    I just got a similar issue resolved by phone support today.

    He did mention that we could try running First Aid in Disk utility after uninstalling Webroot, then try re-installing.

    If that doesn’t work, a phone call to support is needed as they use some advanced commands not at our disposal to correct a known issue with Catalina.

    Good luck….Tom

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