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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
If the files worked fine before are we safe to only issue a restore command?
I would simply issue a restore command followed by a reverify all files and processes and a scan command.
Still unable to poll and have the policy to unmanaged swap over yet.
What is the status for a solution for MSPs?!?!
This is absolutely crippling, and costing companies a large amount of money in downtime and recovery. I think MSPs need a solution more sooner than later.
Let us know if there is a plae to signup for update emails or active updates. hourly updates etc.
This is a cyber attack, whether intentional or by accident. Can't wait for official fix
I'm curious if any of the Cyber insurance policies help pay for this.
Any update from webroot?
We have spent most of the night working on fixing the most important systems in our client environments. We have over 200 sites, spread across 100 miles radius. This event has damaged our Labtech and ScreenConnect server, we had to get this to work first. Obviously the solution proposed by WR support is not going to work for us: to manually restore and intervene on each workstation? Without our RMM and remote tool? After spending a while on the phone with support we were told to simply re-install our LabTech/ScreenConnect server. Up to now the cost is very high, all our techs stayed most of the night working overtime, some clients are upset and two of them are talking about compensation for the trouble. One of our clients is a manufacturing plant and they were stopped for many hours, this client cost per hour is 25,000$ We are not able to use recovery because most of the backup server cores are affected also, some of the servers are not yet up and we look like fools.
Our legal advisor is discussing the possibility to do a class action against WebRoot to recover part of the cost we all had during this event, we wonder if any of you would like compensation from WR, or to take action against them for the cost incured. As far as we are concerned the cost up to now is over 10,000$ and there is no way we can recover any of this money, unless WR would be free for a few years, but then even for free would you like to use a product that can damage all your systems within a few minutes? Following a human error, where only ONE person can decide about what happens to all our systems?
We are a serious shop and follow ITIL guidelines: what standards of the industry does WebRoot follow?
As MSP we expected faster, better results to resolve this issue, WR was nice and offered support, but not a resolution. This morning the phones start to ring, and we have nothing to say but we are sorry.
Sorry will not pay back the loss, and definitely not make our clients systems work... those interested in a class action suit should post here, so we know if there is interest.
Just the cost for our own staff to deal with issues steming from this is going to quickly exceed 5k today. I hate to think about the per client cost...
WR just shutdown Ben and Jerry's deliverys for New England.
So much for the problem being resolved yesterday.
That was last night around 9:00PM Central. This morning, they're all still showing expiring. :(