Knowledge Base

Duplicate devices are shown in the Webroot Console


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SUMMARY:
When using the Webroot console, it is apparent that the same device has more than one entry. This has a number of possible causes and requires Admins to take corrective actions.

DESCRIPTION:
Working together, the WSA agent and the Webroot cloud determine if a device has already been seen or is new. If the device is considered new, a new entry will be created and shown in the Webroot Console. If not, then the existing entry is updated. In certain circumstances, that process can fail, resulting in more than one entry for the same device. Although the device is still protected, this causes confusion and can potentially cause issues with Billing.
 
There are known cases where an endpoint will duplicate within the console.
  • A change to the OS, e.g. upgrading from Win 7 to Win 10.
  • A significant change of hardware on the endpoint.
  • The uninstallation of WSAB on endpoint without a prior deactivation command via the console and then a reinstallation with –clone switch.
 
PRODUCT INFORMATION: 
Webroot SecureAnywhere Endpoint Protection & Global Site Manager
 
ENVIRONMENT
All Windows OS environments
 
WORKAROUND:
  • Actively monitor for duplicate endpoints.
  • When duplicates are observed, deactivate any of the older duplicate endpoints that are no longer currently seen within the Webroot console to avoid a billing usage event, if using a monthly billing/overage billing plan.
  • The “Data Filtering” settings can be leveraged to automatically hide endpoints not seen for a certain period of time.
  • From a billing perspective, if there is an errant charge, you may request a sales credit for the duplicate endpoint (via your Account Manager) if the endpoint was not deactivated when the new endpoint appears.
  • If near your renewal term, you may consider a fixed billing plan for the future term.
 
Data filtering settings:
 
STATUS:
Open 
 
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