Questions and Answers

Below are some possible issues that you may encounter when using Dr.Web with explanations on why they may occur and suggestions on how to deal with them. Please read this topic before contacting technical support.

General issues

How to change language

SpIDer Gate, SpIDer Guard, and Firewall are disabled

I have a license, but Dr.Web does not work

Dr.Web freezes or lags

Firewall blocked internet access

There are no sound alerts although they are enabled

Preferences are blocked

VPN tunnel in AdGuard doesn't work

Scanning issues

File system scanning does not work (cannot run Scanner or enable SpIDer Guard)

Dr.Web virus databases take a lot of time to load or the scanning is very slow

Some files are skipped during scanning

Scanner freezes

ic_arrow90deg Read error

SpIDer Gate operation issues

SpIDer Gate does not block websites from selected categories

Certificate error message appears when opening the website

SpIDer Gate has blocked the website you need to visit

Update

Update is not loaded

License

Trial period has not expired, but license is invalid

Unable to activate the license

If you have issues with the operation of Dr.Web that are not described above, contact Doctor Web technical support. Make sure that you give Doctor Web specialists as much information as possible about the problem, so that they help you as quickly as possible.