I am having an issue with my webroot crashing after scans. Can anyone help me identify why?

  • 30 September 2015
  • 1 reply
  • 328 views

what does this mean? 
 
Process: Webroot SecureAnywhere [337]
Path: /Applications/Webroot SecureAnywhere.app/Contents/MacOS/Webroot SecureAnywhere
Identifier: com.webroot.Webroot-SecureAnywhere
Version: 8.0.9.59 (8.0.9.59)
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: Webroot SecureAnywhere [337]
User ID: 501
Date/Time: 2015-09-29 20:25:37.391 -0700
OS Version: Mac OS X 10.10.5 (14F27)
Report Version: 11

Time Awake Since Boot: 1300 seconds
Crashed Thread: Unknown
Exception Type: EXC_BAD_ACCESS (SIGSEGV)
Exception Codes: KERN_INVALID_ADDRESS at 0x0000000000000000
Backtrace not available
Unknown thread crashed with X86 Thread State (64-bit):
rax: 0x000000000c100000 rbx: 0x000000000b9bf018 rcx: 0x0000000000000000 rdx: 0x000000000c100000
rdi: 0x000000000b9bf018 rsi: 0x00000000001be240 rbp: 0x00007fff5fbfdb30 rsp: 0x00007fff5fbfd3d8
r8: 0x0000000003000001 r9: 0x0000000000000003 r10: 0x0000000000000000 r11: 0x0000000000000000
r12: 0x000000000c100000 r13: 0x00007fff73483070 r14: 0x00000000001be240 r15: 0x00000000001be240
rip: 0x0000000000000000 rfl: 0x0000000000010206 cr2: 0x0000000000000000

Logical CPU: 3
Error Code: 0x00000014
Trap Number: 14

Binary images description not available

External Modification Summary:
Calls made by other processes targeting this process:
task_for_pid: 3
thread_create: 0
thread_set_state: 0
Calls made by this process:
task_for_pid: 0
thread_create: 0
thread_set_state: 0
Calls made by all processes on this machine:
task_for_pid: 747
thread_create: 0
thread_set_state: 0
Model: MacBookAir7,2, BootROM MBA71.0166.B06, 2 processors, Intel Core i7, 2.2 GHz, 4 GB, SMC 2.27f2
Graphics: Intel HD Graphics 6000, Intel HD Graphics 6000, Built-In
Memory Module: BANK 0/DIMM0, 2 GB, DDR3, 1600 MHz, 0x80AD, 0x483943434E4E4E384A544D4C41522D4E544D
Memory Module: BANK 1/DIMM0, 2 GB, DDR3, 1600 MHz, 0x80AD, 0x483943434E4E4E384A544D4C41522D4E544D
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0x117), Broadcom BCM43xx 1.0 (7.15.166.24.3)
Bluetooth: Version 4.3.6f3 16238, 3 services, 27 devices, 1 incoming serial ports
Network Service: Wi-Fi, AirPort, en0
Serial ATA Device: APPLE SSD SM0256G, 251 GB
USB Device: Internal Memory Card Reader
USB Device: BRCM20702 Hub
USB Device: Bluetooth USB Host Controller
Thunderbolt Bus: MacBook Air, Apple Inc., 27.2

1 reply

Userlevel 7
Badge +62
Hello ?,
 
Welcome to the Webroot Community,
 
I am sorry to hear about your issues that you are having.  Have you tried rebooting your Mac? If you have not contacted support, I would recommend doing so. 
 
But you can do something with out supports help and that is a permission fix.  You can also do a clean install if you feel technically inclined.
 
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 gives you an error.
 
If you want to do a clean install you can try that by uninstalling and reinstalling Webroot.
 
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 recieve errors 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. Edited::The Support Team may need to do SUDO Commands,
 
 
Hope this helps and do let us know how things are going and if you get this resolved or not.
 
 
Kind Regards,

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