Question

Mac Catalina 10.15.4 Can't Uninstall Webroot


Badge +3

When dragging to the trash an error pops up that displays

“The operation can’t be completed because you don’t have permission to access some of the items.”

Trying to uninstall with CleanMyMac X lists the following:

This item was cleaned partially.

Errors:
"/Library/Application Support/Webroot" couldn’t be removed due to lack of permissions.
"/Library/Extensions/SecureAnywhere.kext" couldn’t be removed due to lack of permissions.
"/Library/LaunchDaemons/com.webroot.security.mac.plist" couldn’t be removed due to lack of permissions.
"/Library/LaunchAgents/com.webroot.WRMacApp.plist" couldn’t be removed due to lack of permissions.
"/Applications/Webroot SecureAnywhere.app" couldn’t be removed due to lack of permissions.
"/Applications/Webroot SecureAnywhere.app" couldn’t be removed due to lack of permissions.


32 replies

Userlevel 7

has anyone gotten a successful update on this thread?

I have just decided to not renew on webroot and i’m trying to uninstall it. 

I have done about all of the things suggested on this thread. 

I have also just submitted a ticket. 

What I want to know:

  • what happens after the ticket submission? how long did it take for anyone to get it uninstalled? 
  • anyone else actually were able to uninstall using their updated instruction? 

Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue. A reply from Support should take from 24 to 48 hours but could take a little longer because of COVID 19 and the Webroot Employees are busy working from home.

 

HTH,

Userlevel 7

Understood! Sorry about the issues you and others are having. :zipper_mouth: We Mods are only Volunteers.

Userlevel 7

@macdonaldj  I hope the Mac product team sees these issues. It’s sad Webroot is losing Mac Clients.

Userlevel 3

has anyone gotten a successful update on this thread?

I have just decided to not renew on webroot and i’m trying to uninstall it. 

I have done about all of the things suggested on this thread. 

I have also just submitted a ticket. 

What I want to know:

  • what happens after the ticket submission? how long did it take for anyone to get it uninstalled? 
  • anyone else actually were able to uninstall using their updated instruction? 
Userlevel 7

@happyfood  have a look here: https://community.webroot.com/webroot-secureanywhere-for-macs-18/catalina-version-10-15-6-for-mac-is-this-release-compatible-with-wr-9-1-2-121-344373?postid=360913#post360913

Userlevel 3

@happyfood  have a look here: https://community.webroot.com/webroot-secureanywhere-for-macs-18/catalina-version-10-15-6-for-mac-is-this-release-compatible-with-wr-9-1-2-121-344373?postid=360913#post360913

no thanks. i’ve given up on webroot. i have tried that too. but it was too much work after months of having issues. i don’t want to keep paying for something I have to work that hard for when there are so many other better options on the market. this is a very competitive industry and webroot needs to work harder to keep up. 

i also want to mention that the moment i decided not to renew my webroot (i still have the account by the way), that is when I got an email that even shows my password that i only use in webroot. how weird is that??? of all the passwords that the phishing email would threaten me with and asked for money for was that password. so that was the last straw and i dont think i could trust webroot ever again. 

Userlevel 3

If I may add here, @happyfood you posted that you are not going to renew with Webroot and you want to uninstall Webroot. It would be best if you contact Webroot Support by Phone. Here’s the link with the phone numbers to Support: Contact Webroot Support  

If you want Webroot completely off your Mac, Webroot Support needs to do Sudo Commands to get all files off your computer. They will do this by remote to your computer and it will only take a few minutes to do. The hardest part is being put on hold before someone answers which may take a long time because of COVID 19 but it is worth waiting to get all the files off. Webroot will not give out their Sudo Commands to members. Please do not try to remove the files yourself because it may cause damage, Let Webroot Support do it.

HTH,

Dave

what i don’t like about that is someone who I don’t work with and not with the same organization sends me a connect123 link and have full access to my laptop. this should be a simple uninstall. i have been using webroot for years and years. the thanks i get should be a simple “break up” and not make this harder than it is. it's not my fault that they can’t deliver on their promise with what we pay for. 

Userlevel 3

Understood! Sorry about the issues you and others are having. :zipper_mouth:

Thanks for understanding.  I have just reimaged a windows 10 laptop today with just a USB drive -- even as a mac user. So I think uninstalling a software should have not taken this long. Thank you for understanding my frustration. 

Userlevel 3

Understood! Sorry about the issues you and others are having. :zipper_mouth:

Thanks for understanding.  I have just reimaged a windows 10 laptop today with just a USB drive -- even as a mac user. So I think uninstalling a software should have not taken this long. Thank you for understanding my frustration. 


I understand @happyfood 

I posted this thread 2 years ago and the uninstaller for Mac is still in the making. :frowning2:

https://community.webroot.com/webroot-secureanywhere-for-macs-18/webroot-and-sudo-commands-329299

 

 

wow! that is a mess to deal with. thanks for sharing. i will research more next time before just installing apps / softwares that i don’t think i will have any lasting relationships with. thanks again

Userlevel 7

Like others I am not renewing Webroot. I bought Norton 360. Upon installing the program, it detected Webroot. Software was included in the Norton program that allowed me to uninstall Webroot.

I looked into norton.. but ultimately decided to get kaspersky with their multiple devices package. i haven’t checked if kaspersky can remove webroot. we shall see. i haven’t received anything from the “ticket” (or IT support) department to assist me in removing the program. I honestly feel like this is not a secured way to uninstall. I feel that this is very invasive. Is there a place we can all complain about this? this should not be the case EACH TIME you cut ties with them. 


Hello @happyfood 

 

I will ping the 2 Webroot Community Staffers and hopefully they can help you. @khumphrey  @freydrew  when one of them replies they will ask you to send them a PM with the email you used for the Support Ticket.

 

Again sorry for the issues your having.

Userlevel 3

Update -- just thought I would be helpful and share my update.

I have signed up for kaspersky and completed a full scan. No suspicious file found.
However, I decided to try uninstalling the file again and it worked.  
It left some files and I was able to delete those too.  

Regarding the “TICKET”, I have not received any communication from the IT department yet regarding my ticket number.  However, it hasn’t been 48 hours.  So I don’t mind not receiving anything yet.  And at this point, it looks like I will have no need for their help.  

Conclusion? 
I can’t really conclude if having kaspersky helped me get the software uninstalled as it didn’t really show up on the scan.  I still had to manually uninstall and delete files on my own.  
I also want to add that I had turned off my auto renew for webroot and it was scheduled to expire by October 1.  Today is October 2.  I didn’t get to uninstall it yesterday.  So I can’t really say if it was because of the expiration because I couldn’t even uninstall it when it was already expired yesterday.  The only different thing I did was doing the full scan (not the quick scan) using kaspersky.  If you ask about restarts -- I’ve done plenty even before posting my first comment on this thread.  
 

I just thought I would share how I was able to fix my issue from my end and hopefully it will help someone in the future.  Thanks again for everyone who have responded and somehow helped in getting a little bit more understanding on what’s going on.  

For webroot, I have used your services for the last 5 years. It’s time for me to go as I can’t get the service that I needed.  I have waited months and months for you to be fix the bugs after the update on my mac. But I can’t risk the security of my laptop while waiting.  So I have opted to go with an antivirus that is compatible with my mac and showing no issues so far.  Thanks again for everything and bye. 

@macdonaldj  I hope the Mac product team sees these issues. It’s sad Webroot is losing Mac Clients.


I agree Daniel. Seeing that I was having a lot of problems running Webroot on macOS Mojave I have never installed Webroot on the current macOS Catalina and looking at all these problems members are having here on the forum, I’m not about ready to install it. I wish Webroot a lot of luck when macOS Big Sur is released. I’ll use Webroot on my PC’s but for the Mac I’m using another security product that I have no problems with. We all know that Apple has thrown a monkey wrench in the mix when they came out with Catalina but other security software companies kept on top of it and they have very little problems from what I read on their forums. I truly miss using Webroot on my Mac with the Backup & Sync. :frowning2: Maybe when all the bugs are gone I’ll reinstall Webroot on the Mac. :wink:

@Biff See this post:

https://community.webroot.com/webroot-secureanywhere-for-macs-18/uninstall-secure-anywhere-on-macbook-air-with-catalina-10-15-5-344549?postid=359514#post359514

Userlevel 7
Badge +58

@khumphrey  can you help @fryfam64 to see what is happening to his Support Ticket?

Userlevel 3

has anyone gotten a successful update on this thread?

I have just decided to not renew on webroot and i’m trying to uninstall it. 

I have done about all of the things suggested on this thread. 

I have also just submitted a ticket. 

What I want to know:

  • what happens after the ticket submission? how long did it take for anyone to get it uninstalled? 
  • anyone else actually were able to uninstall using their updated instruction? 

Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue. A reply from Support should take from 24 to 48 hours but could take a little longer because of COVID 19 and the Webroot Employees are busy working from home.

 

Thanks! I, at least, know that much. I submit tech support tickets all the time at work. So I know not to “over-send” a ticket.  But at work, I at least know the timeline or get an acknowledgement that I do have a ticket by getting an actual ticket number. 

I’m hoping to hear something from them within 24 to 48 hours. 

I will also try to come back and post an update as a courtesy for people who will have issues like this in the future. 

Thanks for responding to my post!

 

HTH,

 

If I may add here, @happyfood you posted that you are not going to renew with Webroot and you want to uninstall Webroot. It would be best if you contact Webroot Support by Phone. Here’s the link with the phone numbers to Support: Contact Webroot Support  

If you want Webroot completely off your Mac, Webroot Support needs to do Sudo Commands to get all files off your computer. They will do this by remote to your computer and it will only take a few minutes to do. The hardest part is being put on hold before someone answers which may take a long time because of COVID 19 but it is worth waiting to get all the files off. Webroot will not give out their Sudo Commands to members. Please do not try to remove the files yourself because it may cause damage, Let Webroot Support do it.

HTH,

Dave

Understood! Sorry about the issues you and others are having. :zipper_mouth:

Thanks for understanding.  I have just reimaged a windows 10 laptop today with just a USB drive -- even as a mac user. So I think uninstalling a software should have not taken this long. Thank you for understanding my frustration. 


I understand @happyfood 

I posted this thread 2 years ago and the uninstaller for Mac is still in the making. :frowning2:

https://community.webroot.com/webroot-secureanywhere-for-macs-18/webroot-and-sudo-commands-329299

 

 

Userlevel 1

Like others I am not renewing Webroot. I bought Norton 360. Upon installing the program, it detected Webroot. Software was included in the Norton program that allowed me to uninstall Webroot.

I bought Norton 360. Upon installing the program, it detected Webroot. Software was included in the Norton program that allowed me to uninstall Webroot.

Now that’s interesting, Norton Completely Uninstalls Webroot. @Biff are all the files from Webroot gone when you go to this file on your Mac?

/Library/Application Support/Webroot/

As for Norton for me there are too many unanswered questions on their Norton for Mac Forum.

I hope Norton is working good on your Mac @Biff 

This is what I have when I go to the /Library/Application Support/Webroot/ folder with Webroot uninstalled

 

 

Userlevel 3

Like others I am not renewing Webroot. I bought Norton 360. Upon installing the program, it detected Webroot. Software was included in the Norton program that allowed me to uninstall Webroot.

I looked into norton.. but ultimately decided to get kaspersky with their multiple devices package. i haven’t checked if kaspersky can remove webroot. we shall see. i haven’t received anything from the “ticket” (or IT support) department to assist me in removing the program. I honestly feel like this is not a secured way to uninstall. I feel that this is very invasive. Is there a place we can all complain about this? this should not be the case EACH TIME you cut ties with them. 

Userlevel 1

Hi ProTruckDriver - I still have the WebRoot folder but no files within it. Norton 360 is working well for me (so far) - we’ll see with any Catalina updates. I prefer Last Pass for my password manager and NordVPN instead of what Norton offers.

Userlevel 7
Badge +58

Hello @sbailey75 

Welcome to the Webroot Community,

Sorry to hear that you are having these issues and for any inconveniences that this has caused you.

Usually one can uninstall Webroot in Safe Mode on a Mac if they have to. But since you have already tried using a 3rd party software that makes it more challenging. 

So it's best to Submit a Support Ticket and they can uninstall Webroot with Sudo Commands for you. This is a free service. 

 

Hope this helps?

 

 

I have had this same issue.  tried to uninstall in safe mode and then reinstall.  still having issues and get the error scan failed...cannot connect to the internet.  Is it something to do with Mac OS Catalina?  this was all working fine until early April with Catalina.  But must have gotten an update and now it won’t scan.  Turned in a support ticket and haven't heard anything.  Would appreciate some help.  

 

Badge +3

Happens to me as well….surly there must be a way of uninstalling without contacting support?

I’m giving up on Webroot and the total non existing compatibility with OS X Catalina, but as of now, It’s impossible due to the fact I can’t install something else, since I cannot uninstall Webroot….

Wow….

 

/A

Userlevel 7
Badge +17

@fryfam64 ,

Please try the linked above instructions to uninstall Webroot. If that doesn’t work or you still want me to check on your support ticket, please private message me the e-mail you used to send the ticket.

 

Thanks!

-Keenan

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