Just experienced this today and it is not fun. Kind of a flaw in the logic of Webroot. Our systems were detecting a PUP and sending a notification email. After watching the cycle a few times, the pattern emerged:
1) Scan system
2) Detect PUP
3) Send notification email
4) Initiate Cleaning Process
5) Unable to clean PUP
6) return to #1 after a clean
This logic resulted in receiving a new notification every 6 minutes from Webroot (the cycle time of the scan, clean, scan.)
INSTEAD, Webroot should recognize the PUP, send a notification, attempt to clean, and only notify again if the clean was unsuccessful. The detection would only send a single email and the clean failure would send a single email.
Right now, I have hundreds of emails clogging up my ticketing system due to the failed logic above. 😞
Userlevel 7
+56
Sorry about that - sounds like an annoying problem! I've put in an escalated support ticket so that support can contact you to help get that resolved.
Userlevel 7
Has there been any update on this issue? I would like to know if the logic has been changed, but more importantly, why the PUP was unable to be cleaned/removed.
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