WSA and MacOS Catalina Fiasco

  • 14 November 2019
  • 8 replies
  • 643 views

Badge +1

I have used your software for years but I have finally given up trying. 

Like many others I waited for weeks for your fix re the above and I was pleased to receive your email today confirming the software had finally been fixed. What a let down! No it hasn’t!! Contrary to the advice in the email there was no pop up box. Nothing happened at all. I therefore tried to uninstall the software and reinstall. It would not uninstall due to insufficient security permissions so I rebooted into safe mode and managed to get rid of it. 

I then reinstalled a clean copy from your website and yet again no success. It wouldn’t even open yet it gobbled up a massive amount of CPU time with the Macbook getting very hot. Having tried this a couple of times I have given up and moved to one of your competitors. You really need to get your act together. 

Please don’t bother sending me a stupid step by step guide to install aimed at a 4 year old. I have used Macs for years and have never seen such a fiasco as this whole move to Catalina.


8 replies

Badge +1

Yes, I’ve given up and paid for another product.

 

Uninstalled and downloaded the installer. It does absolutely nothing. Tried messing around, adding the app to applications and giving it full disk access, made absolutely no difference.

 

For a product that supposedly protects from malware, you have to trust that the product will actually provide some resistance and be able to block the malicious code. 

 

When the product can’t even install itself, I would suggest that the chances of it actually defeating malware are slim to none.

 

WR have lost a long time customer.

Badge +1

Same with me. I have wasted so much time because of misleading information from Webroot. Are we going to get a credit on our subscription for all the time the product hasn’t worked. In Australia, what Webroot has done would be illegal under our consumer law.

Completely agree. Massive waste of time!

Userlevel 2

Yes, I’ve given up and paid for another product.

 

Uninstalled and downloaded the installer. It does absolutely nothing. Tried messing around, adding the app to applications and giving it full disk access, made absolutely no difference.

 

For a product that supposedly protects from malware, you have to trust that the product will actually provide some resistance and be able to block the malicious code. 

 

When the product can’t even install itself, I would suggest that the chances of it actually defeating malware are slim to none.

 

WR have lost a long time customer.

DampFish - what product did you move to?  How is that going?  As for little ol’ me - we were testing for a customer and our test machine is infected.  Your success with another product may help our evaluation for customer.

Weighing in with my utter disappointment in WR support. Thought I had the Catalina-vetting install, but got a prompt for an update… but the update button did nothing. Ran through the uninstall process, night mare in it’s own rights, but then re-installing did nothing. NOTHING. Installer would not even launch. Reached out to WR support online and waited… and waited.. and waited… days.. a week… 

Meanwhile dug deep to find a batch of commands to run from the terminal root access, which then let me re-run the installer. Thought it was licked. Then EVERY scan was prompting me to allow Full Disk Access, which was done, but it was asking anyway. multiple windows, all with the “Enable the feature” warning. OK did nothing. Cancel did nothing… windows kept popping up… so I went back to WR support with an update online. they FINALLY told me to call them… and i did… 

“your call is important to us...” for over an hour on hold waiting… until the message changed… “Call us during our normal business hours...”

The app sucks. The support sucks. there’s no way I’m renewing after all this.

Userlevel 7

Hello @JohnMansi 

 

We feel for you as we Mods are only Volunteers but yes calls only during Business hours. https://www.webroot.com/us/en/about/contact-us

 

And support: https://www.webroot.com/us/en/support/contact

 

Mon - Fri 7 AM to 5:30 PM (MDT)  Call 1-866-612-4227

 

Sorry,

Hello @JohnMansi 

 

We feel for you as we Mods are only Volunteers but yes calls only during Business hours. https://www.webroot.com/us/en/about/contact-us

 

And support: https://www.webroot.com/us/en/support/contact

 

Mon - Fri 7 AM to 5:30 PM (MDT)  Call 1-866-612-4227

 

Sorry,

The point was more that I DID call during support hours and sat on hold for an hour plus… then wile on hold the message changed to “We’re closed now, call us back during our normal hours”. THAT set me right off.

Userlevel 7

Hello @JohnMansi 

 

We feel for you as we Mods are only Volunteers but yes calls only during Business hours. https://www.webroot.com/us/en/about/contact-us

 

And support: https://www.webroot.com/us/en/support/contact

 

Mon - Fri 7 AM to 5:30 PM (MDT)  Call 1-866-612-4227

 

Sorry,

The point was more that I DID call during support hours and sat on hold for an hour plus… then wile on hold the message changed to “We’re closed now, call us back during our normal hours”. THAT set me right off.


That’s really awful! @khumphrey  @freydrew  @AStewart 

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