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UPDATE 4/28/17 11:45 a.m. MNT: We have 0 calls in queue on our phone line, and are working through about 80 tickets related to the False Positive repair utility. A good portion of those are simply awaiting customer verification.
Please note, the utility was built to address only this specific false positive issue. It will be deactivated in the future.
If applications are operating normally on your systems, you do not need to implement the utility.
If you haven’t yet submitted a support ticket and you need the repair utility, please do so here. Include your phone number as well with the support ticket.
Best answer by freydrewView original
Stand by for news about the automated restoration tool. We have been working with some customers overnight to gauge its effectiveness. Its looking good. Drew will post more in a few minutes.
We are whitelisting, but may of these applications already had some form of exclusion in place (MD5 or folder/file path) but they appear to have been ignored.
Thanks for the update, but do you know if the beta utility is working? How long are they going to test it? any idea of MSP release time?
For MSP guys:
Has anyone been able to get commands to work via console yet? If so what did you do?
Are you white listing programs as they get Quarintined?
We have went in and even excluded directories from scans and realtime scanning and seems if client restarts computer they get re-quarantined.
We deactivated every endpoint yesterday morning. We just reactivated them today, based on the comments from Webroot that the problem was fixed. On the server where we first encountered the problem though, Webroot tried to quarantine the same files! (It was in silent auidt mode, so nothing happened.)
Update: We then uninstalled Webroot from the server, and reinstalled. A subsequent scan did not result in false-positives.
Can someone please provide a detailed technical report of what happend, what has been done so far, and what we should expect to occur in various scenarios?
Can we have an update this morning as to how the tool is doing with the beta testers? If and When this might be a reliable solution or not. Machines we fixed yesterday seem to exhibit same issues today all over again.
Also I did not recieve the email for MSP's to use for clients. can we post that here or please make sure I recieve a copy via email.
From what I can tell clients are still not recieving commands from cloud console is that still locked for a reason or is there a way to unlock that?
I arrived today to find some PC's that had been repaired yesterday exhibiting the same behavior today. Key notes:
Are there any additional updates or is anyone else out there experiencing the same issue?
We created a comprehensive repair utility, and have successfully completed QA. We are currently rolling out the utility to a group of beta customers to ensure it works for our broader customer base. We expect to complete that work soon, and then will make it available incrementally to the entire customer base to ensure a successful deployment.
Stay here for ongoing updates.
Our Support team remains available to those of you who need urgent assistance, and we thank you for working with us through this challenging issue.