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Re: Scan function not working?

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New Voice

Re: Scan function not working?

Nic how do you boot in to safe mode and reboot in to a normal mode? Appreciate your help.

 

25 REPLIES
Gold VIP

Re: Scan function not working?

Hello apama,

 

Welcome to the Webroot Community,

 

I'm sorry but Nic is no longer with us at Webroot unfortunately. May I ask what issue you are having with Webroot? Maybe I can help? But if you want to know how to boot Windows in Safe Mode, (Networking), then please look here.

 

Also you can always Submit a Support Ticket and they can assist you. This is a free service with a Webroot Subscription.

 

Hope this helps?


Sherry




original.png Microsoft® Windows Insider MVP - Windows Security



Helpful Webroot Links:

Download (PC) | Download (Best Buy Subscription) | Submit Trouble Ticket | Account Console | User_Guides | BrightCloud URL lookup

Register
and Introduce yourself to The Community!

ALIENWARE 17R4 Win 10 Pro x64 / Mac OS X El Capitan (10.11.6), IPad's, PCs,W 10 & W 8.1 R Pro. W 7 Pro ..Lenovo (VM:10) & Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Note 4) Beta Tester,Windows Insider Builds
New Voice

Re: Scan function not working?

Hi Sherry. My webroot does not scan and is grey instead of greeen. I never had this problem before and I have restarted my Mac pro a few times but Webroot is not functional 

Gold VIP

Re: Scan function not working?

Hello apama,

 

So sorry for that you are having trouble with Webroot. Can I ask what Mac OS you are running?

 

@apama do you have El Capitan or High Sierra?


Sherry




original.png Microsoft® Windows Insider MVP - Windows Security



Helpful Webroot Links:

Download (PC) | Download (Best Buy Subscription) | Submit Trouble Ticket | Account Console | User_Guides | BrightCloud URL lookup

Register
and Introduce yourself to The Community!

ALIENWARE 17R4 Win 10 Pro x64 / Mac OS X El Capitan (10.11.6), IPad's, PCs,W 10 & W 8.1 R Pro. W 7 Pro ..Lenovo (VM:10) & Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Note 4) Beta Tester,Windows Insider Builds
New Voice

Re: Scan function not working?

I believe is Window 11... and I am downloading Sierra

New Voice

Re: Scan function not working?

But why do I have this problem all of a sudden?

Gold VIP

Re: Scan function not working?

apama,

 

Sometimes an Apple update may have caused some issues? I am not sure. But before I suggest anything keep in mind that you can always Submit a Supoport Ticket and they will respond usually in 24-48 hrs.

 

Would you want to try a uninstall/reinstall of Webroot? This usually fixes the issue most of the time.

 

if so please follow below:

 

To uninstall Webroot SecureAnywhere, follow the instructions below.

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



    If prompted, confirm that you want to shut down SecureAnywhere.
     
  2. Open the Finder by clicking the Finder icon in the dock.
     
  3. Open the Applications directory.


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

    A confirming window appears.  Click Uninstall.



    Webroot SecureAnywhere is now uninstalled.  There is no need to restart your computer.

To reinstall Webroot please follow below: Note if you are running

 

To install SecureAnywhere:

  1. Download the SecureAnywhere installer to your Mac.
  2. Double-click the wsamac.dmg icon to open the installer.
  3. Drag the Webroot SecureAnywhere icon into the Applications folder.

  1. Double-click the Applications folder to open it.
  2. In the Applications folder, double-click the Webroot SecureAnywhere icon to begin activation.
  3. In the first activation window, from the drop-down menu, select a language and click the Next button.

    Note: Make sure you select the language that you intend to use; once SecureAnywhere installs, you cannot change it.

  1. In the next panel, enter your keycode and click the Activate button.

    The system displays a System Extension Blocked message.

    Note: macOS High Sierra 10.13 introduces a new feature that requires user approval before loading new third-party kernel extensions. When you install SecureAnywhere for the first time, you must enable the system extension to complete the installation.

  1. Click the OK button.

    The system displays information on how to enable system extensions.

  2. On your Mac, go to System Preferences and select Security & Privacy > General.

  3. Click the Allow button.

  4. On the System Extension window, click the Retry button.

    Note: If you click the Continue button without updating your Mac's Security & Privacy settings, the installation of SecureAnywhere will be complete, but the Realtime Shield will be turned off. To enable the Realtime shield, open SecureAnywhere, and click the button next to the Realtime Shield so that it is in the On position. This triggers the system to prompt you to update your settings as described in steps 9 and 10. For more information, see Mac Shields Overview.

  5. In the next panel, enter your email address and click the Continue button.

    If you don't want to provide your email address, click Ask Me Later to skip this step. The installation continues even if you click the Ask Me Later button.

  1. When the system prompts you to allow SecureAnywhere to make changes, enter your Apple system password and click the OK button.

If  following these instructions are overwhelming then please Contact Webroot Support Technicians and they will resolve this in a hurry. You can also call Support during business hours M-F at 1-866-612-4227

 

Hope this helps?


Sherry




original.png Microsoft® Windows Insider MVP - Windows Security



Helpful Webroot Links:

Download (PC) | Download (Best Buy Subscription) | Submit Trouble Ticket | Account Console | User_Guides | BrightCloud URL lookup

Register
and Introduce yourself to The Community!

ALIENWARE 17R4 Win 10 Pro x64 / Mac OS X El Capitan (10.11.6), IPad's, PCs,W 10 & W 8.1 R Pro. W 7 Pro ..Lenovo (VM:10) & Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Note 4) Beta Tester,Windows Insider Builds
Gold VIP

Re: Scan function not working?

Hi again apama,

 

Did you say you were downloading High Sierra? That could of caused issues with Webroot if you did not have the latest Webroot version  (v.9.07.50). Then the MAC OS High Sierra has Permissions that need to be addressed with Webroot.

 

Please let us know how things are going okay?

 

Thanks!


Sherry




original.png Microsoft® Windows Insider MVP - Windows Security



Helpful Webroot Links:

Download (PC) | Download (Best Buy Subscription) | Submit Trouble Ticket | Account Console | User_Guides | BrightCloud URL lookup

Register
and Introduce yourself to The Community!

ALIENWARE 17R4 Win 10 Pro x64 / Mac OS X El Capitan (10.11.6), IPad's, PCs,W 10 & W 8.1 R Pro. W 7 Pro ..Lenovo (VM:10) & Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Note 4) Beta Tester,Windows Insider Builds
New Voice

Re: Scan function not working?

I am reinstating the webroot but now it is asking for key code. I don’t know what the key code is

Gold VIP

Re: Scan function not working?

Oh I am sorry about that....Can you sign into your Online Account Console and look up your keycode there? You can copy and paste keycode into the box.


Sherry




original.png Microsoft® Windows Insider MVP - Windows Security



Helpful Webroot Links:

Download (PC) | Download (Best Buy Subscription) | Submit Trouble Ticket | Account Console | User_Guides | BrightCloud URL lookup

Register
and Introduce yourself to The Community!

ALIENWARE 17R4 Win 10 Pro x64 / Mac OS X El Capitan (10.11.6), IPad's, PCs,W 10 & W 8.1 R Pro. W 7 Pro ..Lenovo (VM:10) & Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Note 4) Beta Tester,Windows Insider Builds