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Unable to install downloaded Webroot on new MacBook Pro with macOS Big Sur 11.1

  • 24 January 2021
  • 5 replies
  • 1578 views

Hello.  I am a long-time Webroot user and lover, and am surprised to find myself in this failure situation.  I need your help please.  Below are the actions I took:

  1. Logged into the Webroot Console and downloaded the wsamac.dmg for Mac.  
  2. Opened that .dmg, then a small Webroot SecureAnywhere window was presented containing a green W icon in the middle.
  3. Double-clicked that Webroot icon in that small window, then received a system (OS) window stating, “Webroot SecureAnywhere” is an app downloaded from the Internet.  Are you sure you want to open it?”
  4. Clicked the Open button, then that system window disappeared, and the Green Webroot icon resides in my Tray at the bottom of the screen.  
  5. INSTALL PROCESS CEASED at this point, and I was NOT presented a screen to enter my Keycode to complete the install.
  6. Resulting condition is:
  • Webroot icon is in the Tray.
  • The system (OS) considers Webroot to be “open”.
  • In Applications, the Webroot icon is present.
  • On the flash storage ‘hard drive’, I see Webroot folders and components are present.
  • Double-clicking the Webroot icon in the Tray produces NO action.    
  • I CANNOT open the Webroot application.
  • I believe I an NOT protected by Webroot ( my 5-license purchase).  

 

I look forward to your assistance.  Thanks in advance for your help.

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Best answer by TripleHelix 27 June 2021, 15:39

Hello @WaltDittrich 

 

Please do a clean reinstall with this latest version and it’s only for Catalina and Big Sur! v9.3.0.77

 

https://mac.webrootmultiplatform.com/production/wsa-mac/10.15/9.3.0.77/WSAMAC.dmg

 

Thanks,

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5 replies

Userlevel 7
Badge +62

Hello @StanP 

Welcome to the Webroot Community.

Sorry to hear you are having issues.

Please Contact Webroot Support and they will help you fix this install for you/ Which is a free service with a Webroot Subscription.

HTH

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.

I’m having the exact same problem after having upgraded form MacOS Mojave to MacOS Big Sur.

I’m scouring the Internet looking for the answer today rather than wait a couple days for tech support. 😢

Userlevel 7
Badge +63

Hello @WaltDittrich 

 

Please do a clean reinstall with this latest version and it’s only for Catalina and Big Sur! v9.3.0.77

 

https://mac.webrootmultiplatform.com/production/wsa-mac/10.15/9.3.0.77/WSAMAC.dmg

 

Thanks,

@TripleHelix Thank you! after trying multiple times, going from post to post, downloading and running the installer many times, finally this version in your link worked. I was getting so frustrated nothing seemed to work. Thanks

Hello @WaltDittrich 

 

Please do a clean reinstall with this latest version and it’s only for Catalina and Big Sur! v9.3.0.77

 

https://mac.webrootmultiplatform.com/production/wsa-mac/10.15/9.3.0.77/WSAMAC.dmg

 

Thanks,

 

Userlevel 7
Badge +63

@TripleHelix Thank you! after trying multiple times, going from post to post, downloading and running the installer many times, finally this version in your link worked. I was getting so frustrated nothing seemed to work. Thanks

Hello @WaltDittrich 

 

Please do a clean reinstall with this latest version and it’s only for Catalina and Big Sur! v9.3.0.77

 

https://mac.webrootmultiplatform.com/production/wsa-mac/10.15/9.3.0.77/WSAMAC.dmg

 

Thanks,

 


Hello @nonita16 

 

That’s great but there is a newer version so Within the Webroot UI click on check for updates if not you can use this link and do a clean reinstall of the newer version. Again only for Catalina and or Big Sur.

 

https://docs.webroot.com/us/en/home/wsa_mac_userguide/wsa_mac_userguide.htm#ManagingYourAccount/CheckingForUpdates.htm%3FTocPath%3DManaging%2520Your%2520Account%7C_____4

 

Download v9.4.1.27

https://mac.webrootmultiplatform.com/production/wsa-mac/10.15/9.4.1.27/WSAMAC.dmg

 

Release Notes: https://answers.webroot.com/Webroot/ukp.aspx?pid=12&app=vw&vw=1&login=1&json=1&solutionid=2022

 

HTH,

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