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Webroot self abort

  • 20 November 2019
  • 17 replies
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Userlevel 1
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Webroot is self aborting on scan. Happens most often at startup but not always. Also occurs on some initiated scans but not all. Webroot has been removed and reinstalled - no change. Two different Webroot tech have remotely logged into my system to check operation, inspect logs etc - no change.

Problem was “elevated” to tech department and message received for available times. I responded with a wide range of times available (I’m retired).  Nothing has happened. Multiple follow up messages with no response. Webroot continues to regularly abort scan.

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Best answer by TripleHelix 2 December 2019, 21:04

I’m currently using 9.0.26.61     Perhaps you are correct regarding 9.0.27.49


Thanks as that is what I was thinking! v9.0.27.49 IMO is Broken. @BradW 

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17 replies

Userlevel 7

Hello @oldcyberdude  Welcome to the Webroot Community Forum. :relaxed:

Sorry to hear the Webroot failed to solve your problem with the abort scan. Let me ping our Forum Manager @freydrew on why you are not getting any response on the multiple messages that you sent in.

 

Dave

Userlevel 7
Badge +55

Hello @oldcyberdude ,

Welcome to the Webroot Community, 

I have just experienced a aborted Webroot scan an hour ago on my iMac. Let me investigate my system logs and I'm thinking the latest Webroot update might be causing this because it hasn't done this with previous version. I am running Webroot Beta. 

Sorry to hear Support hasn't gotten back to you. 

Userlevel 7
Badge +55

@oldcyberdude ,

Looks like I will have to Submit a Support Ticket and see what they have to say. Webroot Scan crashed and I had to restart Webroot again.  Below shows the proof in the Console that Webroot indeed crashed. Hopefully there will be a fix soon.

 

Userlevel 1
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Below is the scan log from this morning’s aborted scan on system startup. The concern expressed by the second tech remoted into my machine was that I was using the latest version of webroot and that there might be an issue. This is why it was “elevated” to the tech team.  Note the next to last entry was the abort.

 

Wed 2019-11-20 08:59:03.0831    WF Configuration : 0x1F7
Wed 2019-11-20 08:59:04.0190    SCC version: 1.1.0.148
Wed 2019-11-20 08:59:04.0347    >>> Service started [v9.0.27.49]
Wed 2019-11-20 08:59:04.0347    Version state: PBN: 09001b31, DBN: 09001b2c, HVN:
Wed 2019-11-20 08:59:04.0347    Terminated abruptly in the last session
Wed 2019-11-20 08:59:04.0362    Connecting to 52 - 52
Wed 2019-11-20 08:59:04.0972    Global Data: GCV: 1.0, $Revision: #74 $, GCS: 0x00000001
Wed 2019-11-20 08:59:04.0972    Global Data: GCV: 1.0, $Revision: #74 $, GCS: 0x00000001
Wed 2019-11-20 08:59:05.0362    ScriptShield active config: 2S(2) yes, SR(2) no, SSH no, FLR yes, RUD yes, SDE yes, DSR no, DQT 65536, MFS 100, USE yes, UNR yes
Wed 2019-11-20 08:59:05.0659    Agent Bits : 72057594037927941
Wed 2019-11-20 08:59:05.0956    ELAM applicable: yes, driver present yes, driver registered yes, PPL: no, PPL configured: no, mandated: yes
Wed 2019-11-20 08:59:06.0550    Version state: PBN: 09001b31, DBN: 09001b2c, HVN: $Revision: #41 $
Wed 2019-11-20 08:59:14.0440    User process connected successfully from PID 0, Session 0
Wed 2019-11-20 08:59:14.0456    User process connected successfully from PID 5764, Session 1
Wed 2019-11-20 08:59:16.0847    Scan Started:  [ID: 12 - Flags: 551/0]
Wed 2019-11-20 08:59:29.0722    Begin passive write scan (21 file(s))
Wed 2019-11-20 08:59:32.0862    End passive write scan (21 file(s))
Wed 2019-11-20 08:59:38.0426    Begin passive write scan (21 file(s))
Wed 2019-11-20 08:59:38.0723    End passive write scan (21 file(s))
Wed 2019-11-20 08:59:46.0223    User process connected successfully from PID 0, Session 0
Wed 2019-11-20 09:02:43.0660    Begin passive write scan (2 file(s))
Wed 2019-11-20 09:02:44.0098    End passive write scan (2 file(s))
Wed 2019-11-20 09:06:57.0166    Begin passive write scan (2 file(s))
Wed 2019-11-20 09:06:57.0557    End passive write scan (2 file(s))
Wed 2019-11-20 09:09:33.0922    ELAM PPL will be set to ON
Wed 2019-11-20 09:09:34.0922    Begin passive write scan (1 file(s))
Wed 2019-11-20 09:09:35.0954    End passive write scan (1 file(s))
Wed 2019-11-20 09:09:50.0145    Scan Results: Files Scanned: 11628, Duration: 10m 33s, Malicious Files: 0
Wed 2019-11-20 09:09:51.0192    Scan Aborted: [ID: 12]
Wed 2019-11-20 09:09:51.0555    Configuration Saved: CSCSB7349258AC1373FCF3E9315E9ECE2E05,00011,00021,00031,00041,00051,00061,00070,00081,00091,000A1,000B1,000C1,000D0,000E1,000F0,001024,00116,00120,00130,00140,00151,00161,00170,00181,00191,001A0,001B0,001C1,001D0,001E0,001F1,00201,00211,00221,00231,00240,00251,00260,00270,00281,00291,002A0,002B1,002C1,002D0,002E1,002F1,00301,00311,00321,00331,00341,00351,00361,00371,00381,00390,003A1,003B1,003C2,003D1,003E1,003F1,00401,00411,00421,00431,00441,00451,00461,00471,00481,00491,004A1,004B1,004C1,004D1,004E1,004F1,00501,00511,00521,00530,00541,00551,00561,00571,00581,00591,005A1,005B1,005C0,005D0,005E1,005F0,00601,00613,00620,00630,00641,00653,00663,00673,00681,00693,006A0,006B0,006C1,006D2,006E0,006F0,00701,00711,00720,00730,00741,00753,00760,00770,00781,00791,007A0,007B0,007C0,007D0,007E0,007F0,00800,00810,00820,00830,00840,00850,00861,00870,00880,00891,008A0,008B0,008C0,008D0,008E0,008F0,00900,00910,00920,00930,00940,00950,00960,00970,00980,00990,009A0,009B0,009C0,009D0,009E0,009F0,00A00,00A10,00A20,00A30,00A40,00A50,00A60,00A70,00A80,00A90,00AA0,00AB0,00AC0,00AD0,00AE0,00AF0,00B00,00B11,00B20,00B30,00B40,00B51,00B61,00B71,00B80,00B90,00BA0,00BB0,00BC0,00BD0,00BE0,00BF0,00C00,

Userlevel 7
Badge +55

Hi @oldcyberdude  

Thank you for that information. I have heard from the Webroot Mac Beta group @PVaddi and she has told me that they are looking into this issue that I had reported earlier only after hearing it was happening to you too.
 

I am so sorry for all the inconveniences that this is causing  you. Maybe the Escalation Support Team will get back to you soon. If not you can always add a comment to your Support Ticket or the email and ask them if there is any news concerning your case. I will try to stay on top of this issue as well. As I am only a Volunteer with very little clout. 😉

 

Thanks, Sherry

Userlevel 7
Badge +55

@Ssherjj  I think @oldcyberdude issue is with a Windows system looking at his scan log.

 

And he is having the same issue as me and a few others and maybe other issues as well! I will ping @BradW to let him know.

Wed 2019-11-20 08:59:04.0347    >>> Service started [v9.0.27.49]

Wed 2019-11-20 08:59:05.0956    ELAM applicable: yes, driver present yes, driver registered yes, PPL: no, PPL configured: no, mandated: yes

Userlevel 7
Badge +55

@Ssherjj  I think @oldcyberdude issue is with a Windows system looking at his scan log.

 

And he is having the same issue as me and a few others and maybe other issues as well! I will ping @BradW to let him know.

Wed 2019-11-20 08:59:04.0347    >>> Service started [v9.0.27.49]

Wed 2019-11-20 08:59:05.0956    ELAM applicable: yes, driver present yes, driver registered yes, PPL: no, PPL configured: no, mandated: yes

Thank you @TripleHelix! Oh sorry about that...for some reason I thought I was dealing with a Mac...🤔

Userlevel 1
Badge +5

Ok I give up. Communicating with Webroot personnel is impossible. Below is the exchange from customer support after I posted on this board.

From tech support

Hi David,

We attempted to reach out, but did not get an answer. Please let us know if you're available on Thursday or Friday this week and we'll get a call scheduled. Please let us know what time works best for you as well.

Thanks,
Joe L.
Webroot Global Escalation Manager

My response

Thanks Joe never saw a message probably my fault I have to watch my spam folder carefully for a message from webroot

Thursday's are a busy day so Friday is best. Anytime between 10 AM and 7PM EST pick a time and I'll standby cell <number deleted>

 

Never got any answer!!  I waited all day even though I got no answer.  BTW, the times I responded with were based on an earlier message from tech support indicating their international presence i.e widely available times.

 

Userlevel 7

Ok I give up. Communicating with Webroot personnel is impossible. Below is the exchange from customer support after I posted on this board.

From tech support

Hi David,

We attempted to reach out, but did not get an answer. Please let us know if you're available on Thursday or Friday this week and we'll get a call scheduled. Please let us know what time works best for you as well.

Thanks,
Joe L.
Webroot Global Escalation Manager

My response

Thanks Joe never saw a message probably my fault I have to watch my spam folder carefully for a message from webroot

Thursday's are a busy day so Friday is best. Anytime between 10 AM and 7PM EST pick a time and I'll standby cell <number deleted>

 

Never got any answer!!  I waited all day even though I got no answer.  BTW, the times I responded with were based on an earlier message from tech support indicating their international presence i.e widely available times.

 


Let me ping a Webroot Employee to see what is going on with Support and your phone call.

@khumphrey  @freydrew 

Userlevel 5
Badge +13

Hey there  @oldcyberdude ,

 

I’m sorry you were having some difficulty getting in touch with Support. I just checked in with the team and was told that you’re actively communicating with our escalation team. Please continue working with them for the best assistance on this. If this info is incorrect and you’re still having difficulties communicating with them, please send me a personal message and I’ll do what I can to help you out. 

 

Thanks!

-Keenan

Userlevel 1
Badge +5

“ you’re actively communicating with our escalation team “  I’m not sure what you mean by “actively” but I have been totally unable to schedule any communication with the escalation team. Joe L. acknowledged the problem but never responded to schedule a contact time. The issue continues with periodic aborts.

Userlevel 5
Badge +13

Hey there @oldcyberdude ,

I’m sorry to hear you’re still having difficulties getting in touch with the escalation team. I just double-checked with them and my understanding is that they called you at the originally scheduled time and left a voicemail when there was no answer. The escalation team is still on the ticket with you, so I’d advise continuing communication with them via the ticket to get a new call-time scheduled. 

 

I promise no one is ignoring you! Your best bet is going to be continuing all communications within that ticket. They’ll get you sorted out! 

 

-Keenan

Userlevel 1
Badge +5

Uninstall, download (new version I assume), and fresh install seems to have eliminated self aborts. Several days of running and no aborts.

Userlevel 5
Badge +13

Uninstall, download (new version I assume), and fresh install seems to have eliminated self aborts. Several days of running and no aborts.

That’s great! I’m so happy to hear that you got this sorted out. 

Userlevel 7
Badge +55

Uninstall, download (new version I assume), and fresh install seems to have eliminated self aborts. Several days of running and no aborts.


Can you tell me the version build you are using?

 

Is it v9.0.26.61

 

Or

 

v9.0.27.49

 

As it looks like they stopped pushing out v9.0.27.49 see here: https://community.webroot.com/webroot-secureanywhere-complete-14/download-latest-version-webroot-341268

 

https://anywhere.webrootcloudav.com/zerol/wsainstall.exe

 

 

Thanks,

Userlevel 1
Badge +5

I’m currently using 9.0.26.61     Perhaps you are correct regarding 9.0.27.49

Userlevel 7
Badge +55

I’m currently using 9.0.26.61     Perhaps you are correct regarding 9.0.27.49


Thanks as that is what I was thinking! v9.0.27.49 IMO is Broken. @BradW 

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