You can only change a language on macOS 10.15 or later versions.

 For macOS 12.0 and earlier versions

 For macOS 13.0 and later versions

macOS blocks kernel (system) extension loading. For SpIDer Gate and SpIDer Guard to operate correctly, allow loading of Doctor Web Ltd.’s system software as described below.

To enable system extensions

 For macOS 12.0 and earlier versions

 For macOS 13.0 and 14.0

 For macOS 15.0 and later versions

•Make sure that your license period hasn’t expired. To check your license period, go to the License section of Dr.Web  main window. If the license expired, buy the new one.

•You may have upgraded the operating system and installed version of Dr.Web does not support the new version of macOS. Uninstall the current version of Dr.Web and reinstall the application.

This may be caused by high activity of system processes, which consume a lot of memory resources. Close unused apps to free up some memory. You can view the information and manage running processes with the macOS standard tool Activity monitor.

If the issue persists, try reinstalling the application.

Create a new rule for the application that can’t get access to the internet in the Firewall preferences.

Check the sound volume in System Preferences and on speakers.

Preferences of some components are protected. If preferences are unavailable, unlock them. To do that, click at the bottom and enter your user name and password.

If AdGuard VPN tunnel works incorrectly, do the following steps:

1.Open AdGuard preferences.

2.Click Network.

3.Make sure that the Automatically filter applications check box is selected.

4.Click Applications.

5.Add Dr.Web for macOS to the list of filtered applications.

Make sure that your license period hasn’t expired. To check your license period, go to the License section of Dr.Web  main window. If the license expired, buy the new one.

•Dr.Web loads virus databases every time it starts scanning or attempts to cure an object. Thus, these operations may take some time.

•Freezes and lags may also be caused by high activity of system processes which consume a lot of memory resources. We recommend you to close unused apps to free up some memory. You can find more information and manage running processes in the macOS standard tool Activity monitor.

•Files (or folders in which they are contained) may be excluded from the scan.

•Some files may be skipped during scanning because they are corrupted or password-protected or you need administrative rights to access such files. If there are archives in the list of skipped objects, try to unpack them before scanning.

If Scanner freezes, close and restart the application. If the issue persists, reinstall the application.

This issue can occur if you didn't enable full disk access for Dr.Web.

To Enable Full Disk Access

 For macOS 12.0 and earlier versions

 For macOS 13.0 and later versions

•Make sure that the corresponding category check box is selected on the SpIDer Gate tab.

•If connection to a website was established before SpIDer Gate was enabled, disable and enable SpIDer Gate, then restart the browser.

•Check if the website uses a secure connection (if it does, a lock appears in the browser address bar). If a secure connection is used, select the Scan encrypted traffic check box on the Network tab and restart the browser.

•SpIDer Gate does not block websites that connect through FTP/SPDY or HTTP/2.0.

•This error may occur because some browsers or mail clients do not refer to the system certificate storage while sending and receiving encrypted traffic. In this case, install Doctor Web certificate, which you can obtain by clicking Export button on the Network tab.

•If the browser or mail client was opened immediately after the installation, it might not have obtained the system security certificate. In this case, restart your browser or mail client.

•Original server certificate may be untrusted. To check it, disable SpIDer Gate and restart your browser or mail client. If the error persists, then the certificate is untrusted and we do not recommend that you visit this website.

This website is probably included in the blocked category of websites. To access the website, add it to exclusions.

•Check your internet connection.

•If you are using a proxy server, turn it off and run an update again. To run the update manually, select Update Is Required in Dr.Web menu .

•If the router is working in the Connection on demand mode, make sure that the connection is constantly active (maximum idle time is 0).

•Make sure that your license period hasn’t expired. To check your license period, go to the License section of Dr.Web  main window. If the license expired, buy the new one.

•License for the trial version is tied to a checksum of the operating system. You may have upgraded the operating system or other software or replaced computer components and the checksum has changed.

•License for the trial version is tied to the MAC address of your device. You may have changed the MAC address and license has become invalid.

Contact Doctor Web technical support  or activate a new trial version using another email address.

•Check your internet connection.

•If you are using a proxy server, turn it off and run an update again. To run the update manually, select Update Is Required in Dr.Web menu .

•If the router is working in the Connection on demand mode, make sure that the connection is constantly active (maximum idle time is 0).