• 6 September 2016
  • 58 replies

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58 replies

Thank You
Userlevel 7
Badge +56
Ok ticket is created.
I just spoke to a tech support person. So you can close this ticket.
I am having exactly the same problem on windows 10.  What is the resolution?
If you can boot the computer into safe mode, delete the file (wrkrn.sys) located at windowssystem32driverswrkrn.sys. The Webroot tech informed me that it will get recreated after restarting the computer. We couldn't boot to safe mode, so we had to remove the hard drive from the computer and slave it onto another system to get to the file and delete it.
Userlevel 7
Badge +56
Not sure what the root cause is - I'll see if I can find out.
Userlevel 7
Badge +56
So the root cause for this one looks to be the new Microsoft Wireless keyboard driver that's been causing us issues. The good news is that the next version of the agent has a fix for this.
Am experiencing the same issue at the moment.  Has this been addressed & repaired?  Unable to get into Windows Safe Mode using installation DVD.
Am currently running
Having this problem with a Windows 2008 R2 server.  No wireless keybaord here, it's a VM server on an ESX host.  At first it would simply boot to recovery mode directly.
My process was having to boot to a recovery CD to get command line then do:
BCDBoot c:Windows  (was actually K: for us, but wherever your windows install is)
After this, system tried to boot but I got the WRkrn.sys error.
Booted to CD again and deleted the file.
System is now back online.
I'm having this issue too. I don't have a CD drive to boot from CD, and I can't afford to go and buy another copy of windows10 to put on a flash drive. I can try to get rid of the file using command line; however, I've never done so before so it will be a risk.  Failing that, I'll reformat it and put Linux on it instead.
Are there any other suggestions that I could try before doing these two steps?
Userlevel 7
Badge +26
welp I had this happen tonight on both a server 2012 R2 system and a windows 7 laptop. This is not good. Luckally I was able to command prompt and delete the file but still is not good.
Boot the faulty computer with Hiren's boot usb key and copy the wrkrn.sys file from the usb key to windowssystem32drivers.
Reboot the computer.
Note: First copy the wrkrn.sys file from the working computer to the Hiren's boot usb key
I have had 12 system today that were booting to a black screen with just the mouse cursor. I went into Windows Repair (Windows 7) and then opened the Command Prompt. Renamed the file and the systems rebooted properly.
Why is this happening?
Is there a better way to fix this since it is happening to so many systems?
Is there a way to prevent this?
As per my knowledge, there is no permanent fix rolled out by Webroot so far. Please raise a ticket with Webroot, they may roll out the fix depending on the number of tickets.
Userlevel 5
Badge +5
Any updates on this...?
We are still experiencing the issue on a few systems here and there...
Easy enough to fix but the end user freaks out...
Hello Webroot!
I am an IT Consultant, Microsoft Partner and an MSP utilizing Continuum as my platform. I just spent an hour and a half troubleshooting the workstations at one of my clients. To save some time (as I have a spent a lot of it on this issue already), I am going to paste in the information I sent to Continuum. This issue is causes some real problems and potential damage to workstations. Thank you.
Microsoft has found that the Webroot driver wrkrn.sys is causing reboot issues when an update is being installed during reboot on Windows 10. Clients are experiencing a black screen with spinning white dots that never resolves without a forced reboot via holding down the power button. When running a fltmc.exe command on machines experiencing the issue, we find that WRkrn appears twice:

Filter Name Num Instances Altitude Frame
------------------------------ ------------- ------------ -----
wcnfs 0 409900 1
WRkrn 329998.99 <Legacy>
MBAMProtector 3 328800 0
WRkrn 6 321611 0
Microsoft believes this driver is the issue and Webroot seems to have a knowledge base article potentially confirming this issue: - Microsoft points out that the altitude for the first instance of the driver should not be followed by a decimal amount.
I need a solution to this issue as the forced reboot could be causing damage to the workstations and their hard drives.
Userlevel 1
Badge +3
The issue has not been resolved, we had 2 computers today that had this problem.
When can we expect a permanent solution?
Do we have any idea on an ETA or a bandaid. Webroot is slowly becoming a curse word at my MSP with all the recent issues.
I concur. Today I had 0 free disk space, tried to restart computer, now cannot boot in safe mode nor restore to last known good configuration due to a corrupt WRkrn.sys file.
P.S. 0 free disk space was because of excessively large WRData folder (40GB).
Today I met the same problem. with my boss computer. It refuses to restart. Windows-10-tool says wrkrn.sys is damaged. When i boot on knoppix i find the folder windows/system32/drivers but no file: wrkrn.sys. Do I have to  totally reinstall windows and all the applications my boss has, or is there an easier way to get it going again?
tnx for all advise I can get!  /Anders
Badge +2
Low disk Space!!! Yes!
although it wasn't that low, the WRKrn.sys file was cleared to 0 bytes.  System wouldn't boot.  System repair repeatedly said that it can't find anything wrong but it couldnt fix the problem. 
SourceForge boot-repair-disk "repaired" the boot sector far enough to show, on the next attempted boot, that the file WRKrn.sys was missing or corrupted.
I copied the correct file from another computer and the system booted properly.
Now it's time for Webroot to fix this problem.  Please.
So I have the missing WRkrn.sys file on a usb that also has the installation win10 media on it. Is it possible to copy the WRkrn.sys file from the usb onto my computer with the problem through the startup repair command prompt? If it is, how do I go about doing so? Any help would be appreciated as this problem is very annoying to deal with and came out of nowhere. Thanks.
Found that simply deleting the Wrkrn.sys file is sufficient rather than i have to do EVERY time i reboot my 2008 server.
Solid pain in the behind.
My web console says the server is on agent  version
The WRkrn.sys file version is
Could do with this fixed...
any way you can just copy the WRkrn.sys through usb without the windows 7 iso? also can i delete the file just through command prompt? I tried renaming it, but it said the file couldnt be found. 
It looks like this problem was first reported in September of 2016, and it's now September of 2017 and this problem just happened to me. I am a medical researcher in neuroimaging and I utilize webroot on multiple machines, and my environment spans Ubuntu, Mac, Windows, and Fedora systems. I am a client, not a sysadmin, and I am not impressed. I will be uninstalling webroot from all of my machines  and recommending the same for all of my colleagues. A year to fix a driver issue? Sorry. I don't have time to deal with issues like this, nor the inclination to do business with a company that addresses problems on this kind of timescale. I just wanted to inform this company of my feedback.