So it sounded like a broken install at that point, so removed it and tried to reinstall. That failed with the same behavior. Then I REINSTALLED LION and updated it to 10.7.5 and it still happens. I'm stumped.
Best answer by shadyView original
Best answer by shadyView original
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Shady-David is absolutely right that the Mac product is a bit different. As of right now, your Mac will not show up in the "PC Security" portion of your My Webroot account alongside your PC's. This is a feature we're currently working on inplementing. That aside, SecureAnywhere for Mac is indeed an antivirus program that scans and protects your Mac from threats. While it doesn't scan automatically like the Windows program, it will work much the same way in letting you know if you're clicking on a malicious website and will notifty you if it detects a threat. Likewise, you can always open SecureAnywhere on your Mac and run a manual scan. On that note, our developers are constantly working to add features and make improvements to the Mac client just as they're doing for the Windows product.
Based on your description, it's clear that there is indeed an issue at hand-it sounds like the scans are initiating, but not progressing to scan your computer. DavidP is correct that best way to go about the issue is to submit a support ticket (which it sounds like you have done).
Please update the thread and let us know if you have any questions and/or if a support agent has helped you get this issue resolved!
The WSA product for MAC is a bit different than the one for Windows. Ths is due to the fact that Apple refuses to admit MAC's can be vulnerable to malware and so they refuse to allow AV "scanning software". WSA for MAC does have a few features to keep your MAC safe, but it does not have a scan function as a result. Here is an article that might help a little bit.
"Sorry for getting back to you a bit late on this. What you're saying is partly true, but not exactly. Here is the post that I think needs a bit of adjusting.
"The WSA product for MAC is a bit different than the one for Windows. This is due to the fact that Apple refuses to admit MAC's can be vulnerable to malware and so they refuse to allow AV "scanning software". WSA for MAC does have a few features to keep your MAC safe, but it does not have a scan function as a result. Here is an article that might help a little bit."
I think this post would be a great way to phrase the Android vs. iOS protection, but it's not exactly the same for OSX. While WSA for Mac will not currently show up in the My Webroot Account, the program itself does indeed scan the Mac computer it is installed on. I have WSA installed on my Mac and I use it on a regular basis. That said, the Mac product is not nearly as feature rich or customizable as the Windows product, but this is mainly because there a just not nearly as many threats for Mac. That said, we are currently working on adding new features and improving the Mac client.
Going back to Shady's issue, however, something is definitely not working properly as it sounds like the scan is initiating, but not actually scanning any files. A support ticket would definitely be best in this case, but I think you should rephrase that post to acknowledge that the Mac won't currently show up in the console and that it indeed sounds like a scan issue that needs further analysis."
A hundred thank you's for the help!
Thanks for the update! I want to further investigate the issue and look into the "subscription not available message" you're seeing. In the meantime, can you private message me the email address you used to submit the support ticket so I can take a look and see what's going on there as well?
Thanks again for sending over that email information in a Private Message!
First of all, you are right in that there is currently no way to run a content-specific scan in the SecureAnywhere Mac program. That said, we are constantly working to add new features and improve WSA for Mac. In regards to your other issue, I tried to see if SecureAnywhere on my personal Mac was giving me the same message, but I wasn't able to replicate what you were seeing. I checked in with one of our Escalation Engineers and he said that is an issue that has come up a couple times in support and that we're currently looking into the small amount of cases that we've seen. Even if your SecureAnywhere is scanning, that "subscription information not available" messaging you're seeing isn't normal. The best way to go about this is to is to do a fresh un/reinstall of SecureAnywhere. To do so, please follow the instructions below:
1. Shut down SecureAnywhere by clicking the Webroot icon (green W) in the menu bar and selecting Shut Down SecureAnywhere.
2. If prompted, confirm that you want to shut down SecureAnywhere.
3. Open the Finder by clicking the Finder icon in the dock.
4. Open the Applications directory
5. Click and drag the Webroot SecureAnywhere program icon into the Trash in the dock.
6. A confirming window appears. Click Uninstall.
7. Webroot SecureAnywhere is now uninstalled. There is no need to restart your computer.
Afterwards, please reinstall SecureAnywhere and check to see if the issue is resolved. If not, or if you are unable to uninstall Webroot SecureAnywhere using the above instructions, please update your support ticket to include the most recent information. If this is the case, the support agent will likely need to remote into the Mac and do a proper uninstall/reinstall of the program.
Hope that helps! Let me know if the aforementioned solution resolved the problem. Also, can you reply to my last PM and send me the keycode you used to install WSA on your Mac so I can reference it in out system?
Thanks for sending the PM with the keycode. You were indeed using the Complete keycode so everything is fine regarding that. I am sorry to hear that the issue remains and that you are not able to run scans.
Please let me know if the 'Permissions Repair' resolves the issue. If not, we please keep the thread and ticket updated so we can troubleshoot accordingly.
It seems the permissions reset might have done the trick.
I wound up reinstalling one more time, then, to my surprise, right after a full clean reinstall I had to run the permission reset anyhow. After a reboot and verifying the integrity of the disk, I reinstalled Webroot. I took the dmg file from the Youtube video with the installation instructions. I was able to register the product and run a scan.
Then I rebooted, and I'm back at square one, no longer able to scan, and I cannot kill the software without going to activity monitor.
I'm going to run repair again on permissions as that seems like the key.
I'll let you guys know what I find...
A) Why are you selling the product? Regardless of Apple's take on AV's if your service doesn't work properly then thats on Webroot
😎 The FIRST THING it wants to do is run a system scan that never finishes. If it doesn't work, then why is it even in there?
I read the article you posted, but this program is behaving like a bad install (cant shut it down, cant uninstall it correctly). So are you guys saying that it isn't compatible with Macs?
If this does not work, consider filing a Trouble Ticket
MAC devices are not supposed to show up on the Console.
As I said earlier I am not as well versed in MAC as I would like to be.. so I am hoping someone will chime in on this to correct me anywhere I might be wrong. I do know the MAC product is a bit different, but don't have a full a grasp of the differences as I would like to have.
Just got back from work,
I sent another ticket to support but I had to piggyback from the first ticket I made (the WIN8 issue) as I could not create a new ticket out of the Mac interface. Hope they can help me get the program working on my macbook.
But it did finish it's initial scan. I tried two different settings...
1. I turned ON Lion's firewall and stealthed all ports
2. Went to WIFI, on battery. I was ethernet, plugged in.
Thats it. it just decided to start working.
I reinstalled with Apple store updated Lion (had combo update built in) and tried to install Webroot, but got same error
I remove Webroot then run permissions fix, this time there are only like three to fix. (before it was a giant list)
Reboot, reinstall Webroot... fail. Ugh
Now with pics
Was this issue resolved by support? I took a look at the support case, and it sounds like you might have a successful installation at this point.
I submitted a support ticket--then checked to see if others have this problem and what I found was disappointing.
The trial product worked fine...so I purchased and upgraded a bit (not Complete, but Plus). From what I read here, a mistake. Have your engineers made any progress with this issue since then?
I totally get that Mac prohibits a lot...I am already very disappointed in Mac but I lost too much to go back to Windows. So I must find some layer of security somewhere.