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Re: Scan function not working?


Userlevel 1
Nic how do you boot in to safe mode and reboot in to a normal mode? Appreciate your help.
 
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Best answer by LLiddell 8 May 2018, 15:59

Hey @apama!
 
Would you mind sending me the email address you used to register your license? Don't post it in this thread, but rather send it to me as a direct message. You can do this by going to my profile and selecting "Send a Message".

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Userlevel 7
Badge +55
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?
Userlevel 1
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 
Userlevel 7
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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?
Userlevel 1
I believe is Window 11... and I am downloading Sierra
Userlevel 1
But why do I have this problem all of a sudden?
Userlevel 7
Badge +55
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 [img]http://sw.nohold.net/Webroot/Images/wsa_icon.png[/img] in the menu bar and selecting Shut Down SecureAnywhere. [img]http://sw.nohold.net/Webroot/Images/macwebrootmenushutdown.png[/img] If prompted, confirm that you want to shut down SecureAnywhere.  
  2. Open the Finder by clicking the Finder icon [img]http://sw.nohold.net/Webroot/Images/mac_finder_icon.png[/img] in the dock.  
  3. Open the Applications directory. [img]http://sw.nohold.net/Webroot/Images/mac_click_applications.png[/img]  
  4. Click and drag the Webroot SecureAnywhere program icon into the Trash [img]http://sw.nohold.net/Webroot/Images/mac_trash_icon.png[/img] in the dock. A confirming window appears.  Click Uninstall. [img]http://sw.nohold.net/Webroot/Images/macuninstallwsa.png[/img] 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.[img]https://docs.webroot.com/us/en/home/wsa_mac_userguide/Content/Resources/AImages/macinstall1.png[/img]
  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. [img]https://docs.webroot.com/us/en/home/wsa_mac_userguide/Content/Resources/AImages/macinstalllang.png[/img]
  1. In the next panel, enter your keycode and click the Activate button. [img]https://docs.webroot.com/us/en/home/wsa_mac_userguide/Content/Resources/AImages/macinstall2.png[/img] The system displays a System Extension Blocked message. [img]https://docs.webroot.com/us/en/home/wsa_mac_userguide/Content/Resources/AImages/SystemExtensionBlockedMessage.png[/img] 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.[img]https://docs.webroot.com/us/en/home/wsa_mac_userguide/Content/Resources/AImages/SystemExtensionBlockedMessageClickOK.png[/img] The system displays information on how to enable system extensions. [img]https://docs.webroot.com/us/en/home/wsa_mac_userguide/Content/Resources/AImages/SystemExtensionInstructions.png[/img]
  2. On your Mac, go to System Preferences and select Security & Privacy > General.[img]https://docs.webroot.com/us/en/home/wsa_mac_userguide/Content/Resources/AImages/SecurityPrivacyGeneral.png[/img]
  3. Click the Allow button.[img]https://docs.webroot.com/us/en/home/wsa_mac_userguide/Content/Resources/AImages/SecurityPrivacyGeneralClickAllow.png[/img]
  4. On the System Extension window, click the Retry button.[img]https://docs.webroot.com/us/en/home/wsa_mac_userguide/Content/Resources/AImages/SystemExtensionBlockedMessageClickRetry.png[/img] 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. [img]https://docs.webroot.com/us/en/home/wsa_mac_userguide/Content/Resources/AImages/macregisternow.png[/img]
  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 https://tel:18666124227
 
Hope this helps?
Userlevel 7
Badge +55
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!
Userlevel 1
I am reinstating the webroot but now it is asking for key code. I don’t know what the key code is
Userlevel 7
Badge +55
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.
Userlevel 1
I tried signing in to my account but password is not working. Supposedly they have emailed my password but I have not received it!!! 
Userlevel 7
Badge +55
Okay can you change your Password in the Account Console?
 
 This solution addresses Webroot SecureAnywhere

Follow the instructions below to reset your password or security code.
    [list=1]
  1. Click here to access the management website.
[/list]
  1. Click on the "Forgotten Password?" link in green on the right side of the page. [img]http://sw.nohold.net/Webroot/Images/newloginscreen25apr2018.png[/img][img]http://sw.nohold.net/Webroot/Images/forgottenpassword25apr2018.png[/img]  
  2. Select if you would like to reset your Password or Personal Security Code. [img]http://sw.nohold.net/Webroot/Images/wsa_changecredentials5.png[/img]  
  3. Enter your email address in the box provided. [img]http://sw.nohold.net/Webroot/Images/wsa_changecredentials6.png[/img]
 
If you want to request your keycode or installation instructions to be emailed to you, click here to fill out the request form.
 
Userlevel 1
I have already requested and still awaiting the email !! 
Userlevel 7
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@apama wrote:
I have already requested and still awaiting the email !! 

 I can ping our moderators to assist you tomorrow morning in getting your keycode. They should be able to find it for you.  @LLiddell  or @freydrew  and they can help you retrieve it when they get in. Okay?
Userlevel 1
I changed the password but had to come up with a security code on my own. Now it looks like it has half installed because it says scanning but doesn’t show the progress!! 
Userlevel 7
Badge +55

@apama wrote:
I changed the password but had to come up with a security code on my own. Now it looks like it has half installed because it says scanning but doesn’t show the progress!! 

I would give it some more time to show the progress...My Mac sometimes has a delay when it said it's scanning.
Userlevel 7
Badge +55
apama,
 
Can you check your System Preferences and see if Webroot is being blocked?
 
On your Mac, go to System Preferences and select Security & Privacy > General.


Userlevel 1
Ok that would be great. I am not getting anywhere and in the meantime my computer has no security. ugh!
Userlevel 1
It is not blocked
 
Userlevel 7
Badge +55

@apama wrote:
Ok that would be great. I am not getting anywhere and in the meantime my computer has no security. ugh!

Sorry for the inconviences all this has caused you. Did you get your keycode after all? Otherwise management will retrieve your keycode for you. They are on MST.
 
If you call Support tomorrow. They will fix all of this for you too.
Userlevel 7
Badge +55

@apama wrote:
It is not blocked
 

Thank you for checking!
Userlevel 7
Badge +33
Hey @apama!
 
Would you mind sending me the email address you used to register your license? Don't post it in this thread, but rather send it to me as a direct message. You can do this by going to my profile and selecting "Send a Message".
Userlevel 7
Badge +55

@LLiddell wrote:
Hey @apama!
 
Would you mind sending me the email address you used to register your license? Don't post it in this thread, but rather send it to me as a direct message. You can do this by going to my profile and selecting "Send a Message".

Thank you so much for your assistance LLiddell! 😉
Userlevel 7
Badge +54

@LLiddell wrote:
Hey @apama!
 
Would you mind sending me the email address you used to register your license? Don't post it in this thread, but rather send it to me as a direct message. You can do this by going to my profile and selecting "Send a Message".

This is the easiest way to send a PM to Lara! https://community.webroot.com/t5/notes/composepage/note-to-user-id/57897
Userlevel 1
Hi Sherry-
i finally was able to call the support and get someone live and they manually finished the installation.
This has been quite an experience.
But thank you for your help last night and the follow up.
Best
Sherri
Userlevel 7
Badge +55
HI Sherri,
 
You're most welcome! 
 
That's wonderful to hear your issue was resolved. The Support Team are champs aren't they? 😉
Thank you so much for letting us know! We're always here if you need us, so don't be a stranger.  🙂
 
Kindest regards,
 

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