Users unable to login to terminal server with Webroot installed.


We are deploying Webroot to our clients and have been running into an issue with users unable to login at a certain point. After testing we found it has to do with Webroot being installed on there but we cant figure out what is causing the issue and we've had to remove Webroot. This seems to only be affecting Server 2008 R2 environments. 

198 replies

Any updates on this matter?

We too have uninstalled Webroot on our RDP servers and installed a program that acutally works..
 
Thanks.
Userlevel 7
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We have an upcoming agent update which will address the winlogin errors on RDS terminal servers. Please see the post and product bulletins here.
 
Click to see post and bulletin
Userlevel 1
Fantastic. Thank you.
So is this just a Beta version to test if the RDS issues have been resolved finally ? if so has anyone actually had success with this in a production enviroment ?
Userlevel 1
Yes. This is just a beta and it still hasn't been released. The latest release copy we have is 9.0.15.65 and the beta is 9.0.17.24.
 
I have not used it on a production box. I will wait until a full release until I do that. The issue is the setting under 'self protection'. If you set it to 'minimum' the problem doesn't occur and all is well. If you set it to 'Maximum' then the random RDP blank screen error can occurr at any point. I have not tried the 'medium' setting. The server still works but will not allow RDP users to see the screen and a reboot is required. It's as if it is a graphical corruption as the user can actually log in - they just cannot see anything. To be honest you could probably just restart the RDP service but this I have not tried. The setting itself is there to prevent other programs from modifying Webroot settings so having it on 'minumim' is probably not that much of a security threat. Just very annoying when you are not aware.
Userlevel 3
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Are there any further updates on this issue?
Using agent 9.0.17.28 here with self-protection set to minimum and it's happening more frequently than say a month orso ago.
 
Userlevel 7
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@ we implemented a fix in version 9.0.17.24, but there may be something else going on. Please submit a ticket to our Support Team so they can review the logs to make a proper determination.
Hello,
I have been trying really hard to stay with Webroot, I have it on 60 workstations and several non-RDS servers and it works fairly well. The RDS issue is just kiiling me though and I would use another product on those servers alone. Do you mind me asking what product you ended up using?
Userlevel 7
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@, our global escalation team is actively investigating this issue. If you can please submit a ticket so they can take a look at your logs and gather additional information that would help them resolve this for you. Thanks!
 
Any update on proper fix for this issue? Few of our clients are affected by this.
Any news on this? had a customer crash on Friday with the 4005, clean shutdown / reboot then happened again already today, engine 9.0.18.34
 
Any policy settings etc we can try to at least reduce the chance of this occurring?
Userlevel 7
@, please ensure sure the latest build is installed and the following updates have been applied:
 
Server 2008:
http://support.microsoft.com/kb/2775511
http://support.microsoft.com/kb/3125574
http://support.microsoft.com/kb/3192403
 
Server 2012:
http://support.microsoft.com/kb/3000850
http://support.microsoft.com/kb/3172614
http://support.microsoft.com/kb/3179574
http://support.microsoft.com/kb/3192404
 
Please reach out to our Support Team directly for further assistance.
Open a Support Ticket
Business Technical Support: Call 1-866-254-8400
Userlevel 4
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Hi Everyone.
 
I had this issue quite a while ago with a lot of our clients and Webroot Support gave me the following fix which has resolved the issue for me on every Terminal Server affected.
Cheers,
Andrew
 
Thank you for contacting Webroot support 

Working closely with our customers, Webroot has identified an issue that manifests itself in the form of existing Terminal Server sessions becoming un-responsive with users no longer being able to log in. The affected Terminal Servers have required restarting in order for normal service to be resumed. For customers who have experienced this, an update to WSA is available now and Webroot support will provide assistance as required. The fix will also be rolled into the next general release of WSA which is forecast to be automatically deployed in October. Forthcoming product bulletins will advise of the exact date. 

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. 

Thank you for your patience whilst we have investigated and developed the update. It is deeply appreciated by us all at Webroot. 
Hi,
 
Unfortunately that does not fix in some terminal server. 
 
Time to move on to another product.
4005 this morning on 2008R2 terminal server running 9.0.18.34 and all windows updates!
 
Just reported to support.
Userlevel 4
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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
Userlevel 4
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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.
Userlevel 4
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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.
Userlevel 4
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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
 
Userlevel 4
Badge +7
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

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