Lists of frequently asked questions

File system scanning is not working (the Scanner and/or SpIDer Guard failed to launch)

Perhaps, the license has expired. To find out the license's validity period and purchase a new one, go to the License section of the main Dr.Web window .

The virus databases are taking a significantly longer time to load or the scanning process is slow

• Dr.Web downloads virus databases at the start of the scanning process and before each attempt to cure an object. So, this may take some time.
• Unstable operation can also be caused by the increased activity of system processes requiring large amounts of RAM. We recommend that you close any applications that you are not using to free some memory. You can view information about running processes and manage them using the standard macOS System Watcher utility.

Some files are skipped during scanning (they are not being scanned)

• Files (or the folders that contain them) may be excluded from scanning.
• Some files can be skipped during scanning because they are corrupted or password-protected, and also when administrator privileges are required to access them. If the list of excluded objects contains archives, try to unpack them before launching the scan.

The scanner is frozen

If the Scanner freezes, close it and launch it again. If the problem persists, try to reinstall the app.

Reading error

This error can occur if Dr.Web for macOS is not provided with full access to the drive.

To grant Dr.Web full access to the drive:

1. Go to the Apple menu .
2. Click on System settings.
3. If the settings are unavailable, disable the protection. To do this, click at the bottom of the window and enter your username and password.
4. Go to the Privacy section.
5. Click on Disk access.
6. Add the Dr.Web modules to the allowed list.
7. Click on Restart.