Hey there Bkastner and welcome to the community forums. 

 

I'm sorry your post is a bit vague, is this regarding a scan you are trying to perform? Or are you tring to update webroot ?

 

Thanks 

Brad

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Hi bkastner

 

Welcome to the Community Forums.

 

Ordinarily I would suggest that you shut down WSA temporarily so as to see if iti s causing the issue...but in this case youi obviously cannot...so instead I would go straight to recommending an unistalll/clean reinstall as follows, assuming that you are using a WIndows PC rather than a Mac:

 

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 (Best Buy Subscription PC users click 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

Once rebooted please try what you wer trying before when you go the message and let us know how things are, or alternatievly post back if you need instructions for a Mac.

 

Regards, Baldrick

 

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Thanks. I'm just trying to do a full scan. I'm running a Mac with OSX Lion. Is there a virus blocking the program from accessing its database? I did delete a copy of Mac Keeper that got on my system.

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Hi bkastner

 

Thanks for the reply. As I said given that WSA needs to be active to do what you are trying to do when you cannot reach the internet we cannot attempt the temporary shutdown & check if it is WSA causing the issue.

 

So I would recommend the uninstall/clean reinstall. To uninstall Webroot SecureAnywhere, please follow the instructions below (courtesy of our resident Mac guru ?):

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 reinstall Webroot (again courtesy of our resident Mac guru ?): Please note that you will need an Internet connection to install the software, so at this point we will find out if the uninstallation of WSA has resolved your initial issue..



To install the software:

 

1. Click here to download the SecureAnywhere installer to your Mac. Or Click here if you have the Best Buy Geek Squad Subscription service.
    
   
2. Double-click wsamac.dmg to open the installer.
    
   
3. Drag the Webroot SecureAnywhere icon into the Applications folder.
   
   

   

   
    
   
4. In the first activation window, enter your keycode and click Activate.
   
   

   

   
   
   Give that a go and post back to let us know if this has resolved the overall issue for you.

Regards, Baldrick

 

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Hello bkastner

 

Welcome to the Webroot Community,

 

May I add ? that if this reinsatll does not work then I am likely to think that the nasty Mac Keeper which is a bad PUA may still be lurking in that Mac. And the Support Team may need to take care of this?

 

Just a thought?

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