Users unable to login to terminal server with Webroot installed.



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4005 this morning on 2008R2 terminal server running 9.0.18.34 and all windows updates!
 
Just reported to support.
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Have you read my post a couple of posts above yours? It specifically addresses the 4005 error you are having.
 
Andrew
Andrew, yes I had the same info from Webroot support a couple of weeks ago. Like I said all updates installed and running version 9.0.18.34 which is supposed to take care of the issue
 
Chris
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Great, I hope this is not yet another issue that is yet to start affecting the dozens of RDP servers I manage :-(

Andrew
Hi Crossy,
 
I was wondering if after you applied the steps in this post did the issue reoccur?
Thanks
 
 
I'm hoping a reboot may have been all that was required in my case after the webroot update. So far gone for a week without a crash.
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Hi dhuang6
 
Sorry I missed your Post. Yes after I applied the fix from Webroot the issue has gone.
I am an MSP and I manage dozens of Terminal Servers across hundreds of companies, not one of them is having the issue anymore.
 
Andrew
Hi Crossy -
 
Can you confirm what operating systems your terminal servers are running? I've pushed Webroot back out to a couple of 2012 servers for testing, and haven't had any problems with them so far, but I've been hesitent to push it out to the rest of my servers because there are still people reporting problems.
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Hi RedZero5,

I have a mixture of Servers 2008, 2008R2, 2012 and 2016 I would have to do a bit of an Audit to be sure though.

Andrew
What is the fix you're talking about?  We were having some major issues every day with users on our TS and looks like we finally tracked it down to Webroot on Server 2016.   I just opened a ticket today but the Tech didn't seem to have any insight and said he couldn't help because we uninstalled the product already.
 
If I can get this fix I'd be happy to try it on a few servers.  We should know within 24 hours if it solves our problem of TS locking up to a freezing/unusable state.  
 
Thanks,
Mike
@ wrote:
Hi RedZero5,

I have a mixture of Servers 2008, 2008R2, 2012 and 2016 I would have to do a bit of an Audit to be sure though.

Andrew
 
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Hi Mike,

As per my previous post....

Before applying the agent build we have created to address this issue, please ensure that you have applied the below Microsoft patches. These patches were designed specifically to address 4005 errors/RDS connection issues.

http://support.microsoft.com/kb/3172614
http://support.microsoft.com/kb/3179574
http://support.microsoft.com/kb/3197875
http://support.microsoft.com/kb/3197874

Before installing the following agent build please ensure that you have removed the agent currently installed and ensure that C:Program DataWRData has been removed (if not please delete this folder:
http://download.webroot.com/9.0.17.32/WRSASME.EXE
Please ensure that you reboot the server after applying the above update. If you experience any further issues, please update your support ticket and the escalation team will get back to you promptly.

Cheers,

Andrew
We were on 9.0.18.34 so guess that wasn't our problem.  This later version has issues as well apparently.  
Userlevel 7
@, our Global Escalations Team has still heard of issues with users running Server 2012/2016. This can be due to not running a server policy or having too many unnecessary file overrides in place.
 
Please reach out to our Support Team so they can run through the necessary checks and escalate your case if necessary.
Support Number: 1-866-612-4227 M-F 7am?6pm MT
Send us a Support Ticket

 
Best,
JP
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Hi Defconoi,
I was wondering if you have looked through my previous posts on this topic? I too am an MSP and experienced this exact same issue. My resolution to the problem has been detailed several times in this post. If you cannot find it then let me know and I will post it again.
Cheers
Crossy
I saw your post, however it looks like that Webroot installer is a few builds behind at this time.  Does a full removal with the programdata folder resolve it with the newer version of 9.0.18.34 ?
Very disappointed this is still an issue with Webroot. We continue to have this issue intermittently across 30+ rds servers. I was advised against using Webroot a year ago due to this issue but foolishly thought it would be addressed.
Next step - replace Webroot with another solution.
 
DG
Userlevel 7
@, our Global Escalations Team says the newest build eliminates the 4005 error in all but the most one-off cases. They'll need logs to determine exactly why that is, so I've gone ahead and created a support ticket for you. Thanks for letting us know!!
Hi Crossy,
 
At one of my customersites RDP-server are Server 2012 and NOT Server 2012 R2.
The 4 advised patches are for Windows 8.1 and Server 2012 R2 only. Installing them on my customers Server 2012 servers is not supported.

Does this mean that Webroot on Server 2012 (not R2) does not have 4005 errors or RDS connection Issues. Their present AV-software is at his end and i would like to rollout Webroot.
 
Hope you can conform that installing webroot without issues is possible.
 
Piet Walraven
Pi-ict
Userlevel 7
@, our Team has a checklist of items to go through to ensure you don't encounter these issues.
Please contact them at your convenience for further assistance.
 
Merry Christmas! ?
I've still been foot dragging on moving my RDS servers back to Webroot - can you supply the most current checklist of thing we need to do with servers that previously had Webroot on them to get them back up and running with it safely?
Userlevel 7
They've informed me that they don't want that information shared externally. You can submit a ticket to get the process started.
Huh - okay. So is there a parent ticket or other reference number we're supposed to use to refer to this known issue when opening a new ticket?
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Good question, @.
 
No, as soon as you start to describe the issue you're experiencing they'll know what you're talking about. Thanks!

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