Dear Webroot for MAC users,
Later this month, Apple will release a new version of macOS, macOS 10.15 Catalina. We’re working closely with Apple to ensure our software is compatible with macOS 10.15 and plan to have an update in the coming weeks.
Until then, upgrading your device to macOS 10.15 will prevent Webroot from functioning properly as it is not compatible.
We will inform you when it is safe to upgrade your macOS.
If you need help with Webroot in the meantime, please reach out via the appropriate links below:
· Business Support: https://mysupport.webrootanywhere.com/supportwelcome.aspx?
· Consumer Support: https://detail.webrootanywhere.com/servicewelcome.asp
· Best Buy Support: https://www.bestbuy.com/services/remotesupport or 1-888-BEST-BUY
Thank you,
Pawani Vaddi, Sr Product Manager
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Thank you for updating this thread and hoping you resolve this issue asap
The general advice after raising a ticket seems to be for customers to call a help line?
Why can't Webroot publish an official uninstallation guide?
Users upgrading to MacOS Catalina will soon realise they need this advice and a written guide will be more convenient and save your guys a load of time on the phone 🙂
Now, when I rang the 'business' number (by mistake)... John answered straight away... but then tried to transfer my call and I got cut off somehow :(
Not impressed with technical support especially over an issue which shouldn't be happening...
Catalina has been 'on the cards' long enough for Webroot to prepare.
All I want to do is delete the damn software....
As Engelbert Humperdinck once said, "please release me, let me go - for I don't love you anymore"....
LOL
Not impressed with technical support especially over an issue which shouldn't be happening...
Catalina has been 'on the cards' long enough for Webroot to prepare.
All I want to do is delete the damn software....
As Engelbert Humperdinck once said, "please release me, let me go - for I don't love you anymore"....
LOL
+1
Did I miss an email communication prior to 10.15 Catalina's release stating this problem?
I meant to say:
I didn't receive any email. After I re-read that message, I realised I wrote the opposite of what I was trying to say... xP
Userlevel 1
+3
I Still Have (461-Days) Left on My Subscription, “How “ Do I Get My Refund ?”
Ssherjj,
Thank you for your prompt response. Per your suggestion, I restarted my Mac laptop but nothing changed. Again I never uninstalled Webroot. I still have the Webroot on my computer but when I click on it, nothing at all; no access, no nothing. I’m assuming Webroot is going to send an email to all its subscribers, with pop up guide, access, etc. But again, I assuming. Nevertheless, thank you for your suggestion and help.
Thanks very much appreciated. You’ve been a great help!
Userlevel 7
+62
You’re most welcome artcal,
Please let us know how things are going as we might be able to help others.
Regards, Sherry
+1
I fully removed and reinstalled the latest Webroot SA on our MacBook Pro after Catalina broke it. It worked, but every day or two (sometimes twice/day) Catalina began locking the Desktop, Docs, Downloads, Mail and Safari cache directories (a new security capability of Catalina (!) until we restarted the laptop.
A few days ago I tried to delete Webroot SA again, but got an error message popup that I did not have permission to access some of its files (even with with admin rights) . I had to boot in safe mode and delete everything manually with help from Spotlight search. After deleting W-SA files this laptop behaved normally. Yesterday I installed 10.15.2 update and all is still good. I’m going to wait another month before trying W-SA again (my spouse gets loud and angry when the MBP does not work perfectly, just like some here).
Catalina does bring MAJOR changes and security improvements to the macOS. I’m still waiting for Drive Genius 6 and a new version of Disk Warrior, so Webroot is not the only good company working hard to update their complex software.
Userlevel 1
+6
Thanks!
Userlevel 1
+3
Well My Webroot Started Working Again With iMac OS-Cataline With out Doing Any UpDate from Apple Or Webroot. “ Don’t Know Why!!!
Userlevel 1
+3
I Do know that When I Scan My System, It Was Going For Two Day , And Was Still Running When I canceled It.
Userlevel 7
+26
That's correct. 9.1.2.69 is the latest version that was released in April.
Thanks
Pawani
Userlevel 7
+62
Sherry,
You are a Godsend. If not for you and Webroot Community, I would still be sitting here anxiously waiting for a response from Webroot regrading this problem. You are more helpful than Webroot or Webroot support has ever been. Guess I’m more shocked by Webroot’s total lack of concern and blinder’s toward it’s subscribers. Webroot’s standard line has been “They are working on this.” and this has been basically it. To me, this is just not good enough or a proper response. Okay moving on.
I’m not a computer techie and was sorta gun-shy about trying to uninstall and reinstall myself, so per your advise I contacted Webroot Support. Not surprisingly, I’ve heard nothing from Webroot so I decided to tackle myself per your instructions. Had a little hassle but figured it out and now Webroot is working and running again. I can’t thank you enough. Webroot has been a major disappointment and downer for me. 1. Webroot should have known macOS Catalina was coming. There was plenty of advance notice by Apple and other computer experts that this upgrade was forthcoming. For Webroot not to anticipate and plan for this is unbelievable. 2.Webroot subscribers were without protection for at least a month. Anything could have happened and Webroot has either remained silent or ignored this possibility all together. 3. Webroot subscribers should be compensated for this but again Webroot is saying nothing and ignoring as if nothing ever happened in the first place. How does Webroot expect to keep and maintain subscribers with this type of customer service. You never know about a company until something out of the ordinary happens. Then the real truth comes out. Again, Bless you and Webroot Community.
Hi artcal!
Sorry I have been gone all day and just read your response. Thank you so much for letting us know that you have got Webroot running again. I am tickled pink that you took the challenge upon yourself to uninstall/reinstall Webroot. That couldn't of been too easy for you. So I'm very proud of you for accomplishing that difficult task.
I am very sorry for everything that has been going on with Webroot Support and the lame excuses. I would be very upset myself with the way things are going with Webroot and Support now a days.
Believe me Support was the best you could ever find ANYWHERE for all the 5 years and some that I have been here. Something behind the scenes has happened and I'm having a difficult time not knowing why Support is lacking.
Webroot has been through transitions with this company being sold out twice in one year. The consumers have never been ignored or put aside in all the years that I have been here as a volunteer until maybe a year ago or 2.
The Forum has become more automated which has disrupted the family feel of the Community.. which it used to have. I could go on and on but it wouldn't do any good in this senerio.
You should feel more tech savvy now & proud of yourself for coming onto the Community Forum to ask for help and getting the job done. Yay!
Thank you for trusting me!
All the best 4 you!
Sincerely Sherry
Userlevel 7
+62
Hello
Welcome to the Webroot Community,
Sorry for all the inconveniences. You can reinstall Webroot if you want to by following the instructions below.
If you have uninstalled Webroot, you can access a free download by visiting this link: https://www.webroot.com/us/en/home/products/wsa-installer-download.
After downloading Webroot, you’ll receive a pop-up that will guide you through the process of enabling the Webroot software. If you have any questions during this process, please read this article.
Make sure you have your Webroot Keycode available for the reinstall.
Now Webroot will help you free of charge to install Webroot back on your Computer and get this running for you. And you can ask them about your renewal of your subscription in September.
Webroot Support:
Call 1-866-612-4227
Hope this helps somewhat?
Note: I am only a Volunteer for Webroot providing my help.
[...] So I filed support ticket. Support replied that current version of Secure Anywhere is incompatible with Catalina and company is working to resolve this. REALLY ? REALLY? [...]
Please excuse the follow-up question; I just want to confirm that I understand your post correctly.
Earlier this week, Webroot officially announced that their software had been updated, and that it was compatible with Catalina. This announcement can be found here.
Your post appears to contradict this announcement from Webroot. To clarify, did Webroot ‘support’ tell you that their latest version, the version released earlier this week, is incompatible with Catalina?
Userlevel 3
+5
WR did release something that can be downloaded on ur Mac running Catalina … wether by forced manipulation or not!
Mine was nothing more than the ghost remnants of pre-Catalina that did absolutely nothing!
You are totally right. It makes perfect sense.
Yes, I believe it is a reasonable suggestion especially since I have tried three times to speak to someone over the phone (UK) to no avail... currently in another queue with a projected wait of 25 minutes...
+1
I missed the email or if you prefer, the memo, about the incompatibility cock up...sure seems most Mac users missed it too...looking forward to a quick and effective resolution from our Webroot team...
But, I guess this serves as a lesson to us all.
Never do a major OS update without checking you will still be able to run your most essential apps:
Well, I guess a downgrade in MacOS is not an option . . . Let's wait for the updates.
Never do a major OS update without checking you will still be able to run your most essential apps:
- Antivivurs/Protection.
- Apps you need for work.
- Apps you use regularly and are important to you.
Well, I guess a downgrade in MacOS is not an option . . . Let's wait for the updates.
+1
This is not the only application that I have received notification that there may be issues (or total failure to launch!) if I upgrade my Mac to Catalina 10.15. The fact that Webroot put something out before the new OS was released is a distinct improvement over one of my software developers who only posted a notice on their website some time AFTER the last major upgrade, or a second one who kept saying that it was Apple's fault that their driver would no longer work. I will try to be patient and wait for the all clear signal before installing the upgrade. I appreciate it that developers are attempting to address this issue for Mac users. Some developers consider us irrelevant. If I get too frustrated, then I will consider what other options I may have.
Userlevel 7
Apple is Apple, they do their own thing without telling other developers about it. I know I will not be upgrading to macOS Catalina until they fix all the bugs. Maybe we should ask all these companies why they were not ready for macOS Catalina also.
Userlevel 1
+3
Lot’s Of My App. and Software Are Starting to Ask For Update’s For Security And Other Things Ect.. More Info on Release Beta “FIX” Or Going Have To Upgrade To macOS-Catalina. How Will U Contact When Update can Be Installed ? Link: ( We’re working closely with Apple to ensure our software is compatible with macOS 10.15 and plan to have an update in the coming weeks.
Until then, upgrading your device to macOS 10.15 will prevent Webroot from functioning properly as it is not compatible.
We will inform you when it is safe to upgrade your macOS.
Page 2 / 5
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