Question

Full disk access

  • 16 April 2020
  • 74 replies
  • 8928 views

Userlevel 2
Badge +3

Webroot keeps asking me for full desk access over and over.  I check my system preferences to make sure it’s checked and it is.  I even removed it from the list and added it back again.  It will start scanning for a few minutes and the Systems Preferences window pops up again.  I have uninstalled and redownloaded the app several times and it still keeps asking me for full disk access.  Thanks for any help!

 

Mac OS Catalina 10.15.4

Internet Security Plus


74 replies

Hello @fab138  and @sgoode 

I’m not going to say Webroot is the problem. It may be then again it may not be the problem. Apple has been having many problems with macOS Catalina lately. The New update 10.15.4 many members have problems with it. Looking at Mac forums you can see all the problems they are having:

https://forums.macrumors.com/forums/macos-catalina-10-15.208/

https://forums.macrumors.com/forums/macos-mojave-10-14.205/

I don’t know what Apple did but they sure threw a monkey wrench in the mix when they last updated on Mojave and Catalina.

Your best bet is to get in contact with Webroot Support.

Btw: I’m still running macOS Catalina 10.15.3 and I’m not updating until Apple gets this mess straighten out.

HTH,

Dave.

Userlevel 7
Badge +26

Hello All,

As promised, we are preparing to release a fix for the Full Disk Access bug and are currently running some final tests on the new version. 

The ETA for the release is early next week. If everything works well through testing we will start our gradual rollout process starting on Monday. 

This will be a silent auto update as usual and will be published to Consumer as well as Business endpoints. 

Also, wanted to address some concerns about protection while this bug is still open. The Webroot AV agent has multiple levels of protection. In this case our scheduled scans were getting interrupted when it came across certain files but the same files are scanned again with our real time shield. Hence your machines are still fully protected. 

Hope this helps and really appreciate your patience while we get this fixed. I will provide another update once we release to the first set of our gradual rollout groups next week.

 

Thanks

Pawani

Userlevel 3
Badge +5

I sent a support request in with the same issue.  Waiting for a response.  Starting to lose trust in this product.  Nothing but issues ever since upgrading to Catalina.

Userlevel 7
Badge +26

Hello Webroot MAC users,

I am pleased to notify that we have released a new version of the WSA MAC application - 9.1.2.121. This version addresses the FDA prompt problem that many of you have reported. 

The application should automatically update to this version unless you have opted out of automatic updates. 

I am looking forward to your feedback on this update. 

 

Also, wanted to share that we have another update coming up which will address compatibility with the big changes that apple is introducing  and few additional bug fixes. This is estimated to be released next month.

 

Thanks

Pawani

Userlevel 7
Badge +59

so what happened to versions 9.1.2.70 to 9.1.2.120?

 

 


Webroot always has many builds being worked on so don’t worry about the build numbers, build 9.1.2.121 is the newest current release. The same goes for PC and Android from Alpha builds to Beta and Release builds so it’s nothing new, but lets hope build 9.1.2.121 solves this on going issue.

Full disk access

 

HTH,

Logged on this morning and had six pop up boxes telling me that scans had been halted etc due to lack of full disc access,. besides being ridiculous, can you tell me that Webroot is scanning all of my files. Waited seven months to upgrade to Catalina, now waiting for over a month to fix this issue. Any thoughts of refund or extension of period. I ask again: am I protected against threats?

Userlevel 2
Badge +3

Fab 138, I also am awaiting a reply from tech support.  I totally agree with you about the trust factor.  I have never had any problems with this product until after I upgraded to Catalina.  Hopefully we’ll find a solution soon, or else…..

Userlevel 7
Badge +26

Hi @Tevita ,

Please note that the new version is 9.1.2.121. The update may take a few hours to come through. 

 

Thanks

Pawani

 

Webroot is owned by Carbonite now, maybe that may explain why their support has gone south. We have a few MacOS endpoints experiencing this issue and a case has been opened with their support, well we did the basic steps and the problem still remained so support requested for us to call them. Well when I called their support I was told there was nothing they could do since we already followed the steps and all we could do is wait for the support team to come up with a resolution and to wait for an email response from support that a solution had been found. When I asked for an ET they couldn't provide one, so Unless Apple decides to come out with an update just for Webroot ( which is unlikely ) to resolve the problem we are stuck waiting for Webroot to come up with a better solution than waiting around. Unfortunately we are a corporate environment and changing endpoints isn't a simple process of jumping ship to the next, so Webroot how about you make good on this for the masses and put some fire on this issue and get it resolved ASAP

Userlevel 7
Badge +59

Hello @rnessman 

 

I moved your post in here where there is more info on this issue and as you can see many are seeing it and Webroot is working on a fix.

 

HTH,

Userlevel 1
Badge +1

PVaddi wrote “We are on it” a month ago

Userlevel 5
Badge +18

Hello @Eheersema ,

As @TripleHelix  mentioned, the FDA prompt is high priority for us and we will release a fix for it shortly. 

 

About the install problem you are having, would you be able to provide a screenshot of the error you are getting please?

 

Also, use this link to get your latest Webroot download and try again - Let us know how it goes.

https://www.webroot.com/us/en/home/products/wsa-installer-download

 

Thanks

Pawani

 

Hi @PVaddi ,

 

We’ve heard promises of a fix many times, but none has appeared. Many of us have tried the various uninstall/reboot/reinstall loops with no permanent success.

 I’d like:

  1. A detailed status update and ETA of the fix
  2. An easy path to remediate and install the fixed version, from the console
  3. Some compensation for the severe inconvenience caused

Questions I have:

  • What are you doing to prevent this happening with upcoming MacOS updates?
  • Is the fix for both home and business products?

 

Thanks,

 

Edwin

 

Userlevel 7
Badge +26

Hello All,

Thank you for reporting the problem.  I understand it can be very frustrating to have these prompts interrupt your business and we will do our best to help you with this situation.

We have been contacted about this problem by a few of our customers and our investigations so far has revealed that the FDA permissions may not be holding up correctly in some typical upgrade scenarios.

I believe some of you may have tried this already but completely removing Webroot from FDA permission list, restarting the computer and adding Webroot back on to the FDA list may help. Please let us know if you see any success with this workaround.

Our team is continuing to investigate and we will keep you posted with our findings and hopefully we will have a solution for you soon.

Thanks

Pawani

Badge +1

Hi,

 

one more with this issue!

I'm trying your suggestion / workaround without success 

 

Please solve this urgently

 

thanks 

NS

Userlevel 7
Badge +26

Hi @nunoabsilva,

Thanks for the note and sorry for the inconvenience. We are on it.

 

Thanks

Pawani

Userlevel 3
Badge +5

Nope didn’t work.  Please unmark the post from PVaddi as the “Best Answer” as it does not fix the issue.

Userlevel 7
Badge +59

will the update self install? How do I know it has happened?


See this: https://community.webroot.com/webroot-secureanywhere-for-macs-18/full-disk-access-problem-343103?postid=358057#post358057

 

Will only be for Catalina and will be version 9.1.2.121

Userlevel 3
Badge +7

I’ve relied on Webroot for over 10 years but seriously thinking of jumping ship.

Mac users will recall compatibility issues following the initial release of Catalina and  how long it took for Webroot to provide a solution during which time many computers were unprotected.

Now, this ‘full disc access’ issue is causing more issues.

The diagnostic panel reports things requiring attention (excessive usage of RAM and too may Open Files)  which appear to affect a lot of Mac users

I have not found any way to to resolve these issues but many users suggest these reports are unreliable.

Scan times are way too long. I remember when a scan only took a minute or two but not any more despite having ‘Quick Search’ option checked.

Overall, starting to lose faith in what used to be an excellent product :(

Userlevel 7
Badge +17

Hey all,

@PVaddi  responded to the FDA issue on this thread: https://community.webroot.com/webroot-secureanywhere-for-macs-18/catalina-10-15-5-for-mac-343619?postid=357498#post357498

Basically, we have a very soon-to-be-released update that fill fix this full disk access issue as well as a few other things. What she said was this:
“First I really appreciate your patience while we work towards fixing the problems. Catalina brought in some really big changes and we are finding different issues in different environment settings. 

Our most recent mid-April release included a variety of fixes and we have our next version currently being tested and will be delivered later this month. I can guarantee that this version will have a fix for the FDA pop up problem (#4 on your list) among other bugs and will address another compatibility requirement from Apple. 

We also have a couple more updates planned  to quickly follow the  June release which will include more bug fixes and I will work with my team to reproduce the other problems you have stated above and address them as soon as possible. “

 

Please look forward to this upcoming update! It is currently in the testing phase.

-Keenan

So I upgraded to Catalina about a month ago.  Now Webroot keeps asking for full disk access every damn time, not just when I boot up…  Is this the “upgrade” I have read about?  I tried deleting the App with the intent to re-install (maybe that would fix the issue), only to get the message “The operation can’t be completed because you don’t have permission to access some of the items.”  Huh? It’s my computer, I installed it, I own it.. what don’t I have permission to????

 

Some help please - I have paid to use the program, so…..

Userlevel 7
Badge +59

Hello @Eheersema 

 

I moved your post in here where there is more info on this issue and as you can see many are seeing it and Webroot is working on a fix.

 

HTH,

Userlevel 7
Badge +26

Hello @Eheersema ,

As @TripleHelix  mentioned, the FDA prompt is high priority for us and we will release a fix for it shortly. 

 

About the install problem you are having, would you be able to provide a screenshot of the error you are getting please?

 

Also, use this link to get your latest Webroot download and try again - Let us know how it goes.

https://www.webroot.com/us/en/home/products/wsa-installer-download

 

Thanks

Pawani

 

Has this issue been flagged on the webroot application itself as a problem?. I have spend hours uninstalling, installing, rebooting, etc etc Then googled problem. Apparently it is well known, and apparently a high priority for webroot. 

webroot keeps saying it can’t get full disc access and to go to system preferences and follow their directions to change this. I have done this 4 or 5 times and is keeps repeating the same problem ??????

Userlevel 7
Badge +59

@louiedesa  I moved your post to this thread as you can see others are having the same issue and notice what @PVaddi said above your post.

 

Thanks,

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