The printers connect successfully, however when they try to print to them the jobs seem to disappear. Attempting to print again, the printer shows offline in the session even though the Windows 7 OS can communicate with the printer fine. We disabled all functionality with Webroot and the issue persists, however when we flat out uninstall it printing from Citrix works as expected. We have added exclusions for the spooler folder and the Citrix installation folder with no luck. Any advice or feedback is appreciated as this is holding up a deployment of 2000 seats.
Edited update: The printers are connected via network using a mixture of both TCP/IP ports and HP Proprietary ports.
We are seeing issues with Windows 7 desktops connecting to a Citrix session with their printers.
This topic has been closed for comments
Already have an account? Login
Login to the community
No account yet? Create an account
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
I may have to turn that setting off to get rid of this issue.
I have had a ticket open with them for several months. They stated they weren't able to reproduce the issue on their environment, asked us to do packet capturing and process monitoring, and then directed me back to our own forum post.
We are beginning to look into alternative software as it doesn't seem like they are taking the issue seriously.
This issue has been going on a while, and it's costing us customers. We have opened tickets with support on it and the support was entirely useless. They keep asking for the same trace logs that they gathered the first few times, blaming the printer drivers and claiming it's a "networking issue", and it's gotten to the point where we can't keep asking the users to let us take over their machines to run the logging. We have open tickets with Citrix on the issue as well but they're at a loss as to why it's happening.
I'll be sending a PM with my contact info.
We will be deploying a new product shortly with a better support experience and will part ways with this product. I wish you all luck (sincerely) with trying to find a resolution to the this issue.
I really love this product, but we might have to start looking at other options as crippled security is not good enough. :/
To create Overrides, log into the Site Console and click on the Overrides tab. Here’s a link to the Overrides guide - http://live.webrootanywhere.com/content/1384/Creating-Whitelist-Overrides
Once all overrides have been entered, force the Endpoint agent to poll.
- Method 1 -
- Method 2 -
To poll via command line option, use the appropriate command for the OS.
For 32bit Operating Systems, type:
"C:Program FilesWebrootWRSA.exe" -poll
For 64bit Operating Systems, type:
"C:Program Files (x86)WebrootWRSA.exe" -poll
Please let us know if you have a chance to try these steps and what the result is afterwards.
I've only been with Webroot for a few months and it's been a very painful ride. We've been fighting Citrix printing issues as described in this thread, BSODs on our servers, locked up Citrix servers, etc. since rolling it out to all of our customers. Some of these issues were identified over a year ago, but still have not been addressed to this day. Webroot updates have been very hit or miss, causing new issues to magically appear from one day to the next. This software has done more to damage our customer relationships than any virus or malware could ever do. If major improvements are not made fast, we will have no choice but to abandon it for good,
Webroot, please make progress on these issues. You've had more than enough time to do it.
They "...suggest setting up a policy with the "Scan files when written or modified" under the Realtime shield turned off."
I questioned the safety of this recommendation and was told:
"When you ask are there risks in turning off Scan Files When Written or Modified; short answer is, yes. You're turning off WSA's ability to stop threats as they write to or modify files on the machine. However, this is the only workaround from the Webroot side. So you'll need to weigh the pros and cons of changing this setting.
To be honest, our escalation and dev team have gone over the issue several times. What they've found, is that this is ultimately a problem with the way that Citrix files get created while spooling. When the Realtime shield scans the spooled file it holds it for a fraction of a second. But this is long enough for the process to fall over. The file it generates cannot be touched, which is in direct opposition of what the Realtime shield does.
Please note that an override does not equal exclusion. We do not have true exclusions. And the override you've created for this is working by design, but is most likely making matters worse. When you create overrides, WSA will hold onto the file for a fraction longer as it overrides the backend determination and writes to logs that the override was respected. This is one of the reasons we stress not to make overrides for whitelisted files (This being one of them).
The only way to exclude files is to turn off settings within the Realtime shield. This is inherently risky as it's one of our most powerful shields against malware."
This answer did not sit well with me, and it's the first time I've ever had a security vendor make a recommendation like this for a production environment. It's as if we need to choose between the reliability of our application(s) or using Webroot.
This is the nail in the coffin for us. I wanted to this post response for anyone else that is still wondering if Webroot is working to resolve this issue.
Is there any update on this recently? We're in the process of deploying Webroot and haven't hit servers, but we have many Citrix environment and have already ran into this issue with workstations.
I've created a case on your behalf with our Support Team. Please watch your inbox so our Team can get in contact with you shortly.
Please send our Team a support ticket for further assistance/explanation.