Product Bulletin

Product Bulletin: April - May 2020

  • 24 April 2020
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Product Bulletin: April - May 2020
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  • Community and Advocacy Manager
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Overview

Starting at the end of April 2020, we will release enhancements to the Webroot®️ Business Endpoint Protection agent architecture which will lay the groundwork for future releases. Updates will be transparent to your end users and will roll out to all Business Endpoint Protection customers over the coming weeks. We will keep you informed about other updates as they become available.

Why are we making changes?

  • Device operating systems continue to evolve and it’s imperative to keep pace with these changes.

  • These architecture improvements will enable Webroot to add features and make future product changes more quickly and efficiently.

What should you and your users expect?

Your users will not see any changes in terms of functionality, performance, or features.

New files will be added in these locations:

  • C:\ProgramData\WRCore\CoreService
  • C:\ProgramData\WRCore\SkyClient\DB
  • C:\Program Files\Webroot\Components
  • C:\Program Files\Webroot\Core
  • C:\Windows\System32\drivers (WRCore.x64.sys)

And two new processes will run:

  • WRCoreService.x64.exe
  • WRSkyClient.x64.exe

What if you encounter any issues you believe are related to this update?

Step 1: Collect logs from the affected system.

To gather logs:

  • On the system experiencing the issue, download the Webroot log-gathering utility (wsalogs) at: download.webroot.com/wsalogs.exe
  • Save the .exe file to the desktop or preferred download folder.
  • Locate the wsalogs.exe file and double-click to run it.
  • When prompted to enter your email, enter the email address you use to submit tickets to Webroot Support.
  • Click the “Go!” button to begin the log gathering process.

Step 2: Uninstall and reinstall Webroot protection to see if the issue persists.

  • Uninstall the Webroot agent.
  • Reboot the system.
  • Re-install the Webroot agent.

Step 3: If the issue is resolved after uninstalling/reinstalling, then no further steps are necessary.

If the issue persists, please open a ticket with Webroot Support and mention that you gathered wsalogs, Support will provide instructions on how to submit them.


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