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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
Do we know how long it will take them to respond to support tickets for the Utillity?
If those customers and partners can notify us via a support ticket, that is the fastest way for us to identify and assist them. We are happy to submit a ticket on your behalf if that would be helpful.
Can you tell us as MSP's officially what is the plan for this utility? Do we need to run it on every client? Or just infected clients? what about clients we seem to have fixed and stabalized?
Just trying to make a plan of attack for our team. Thanks for any input you can give. Also how long before support ticket gets answered?
Appreciate all that you guys are doing.
All endpoints or just the effected ones? We lucked out on some clients and have not had the issue, others we have manually fixed and some still struggling.
It moves the quarantined files back into their proper folders, what about systems which we've manually restored quarantined files already but the agent is unresponsive to the cloud?
What else does this fix do?
If this tool is an .exe file and hosted at a url, wouldn't it be easy enough to actually use the webroot console to "download and run a file" from the 'Agent Commands option - Advanced' in the endpoints list rather than using a separate interface? Seems like Webroot employees would recommend that over using a script or RMM tool to push it to endpoints. One to one contact in the interface that is affected would be much easier for the person fixing the problem.
I have used the "Download and run a file" with great success with shared google drive files (with direct download link conversion). However, it doesn't work if you select a full page of hosts and check the 'send to all pages' option. It also doesn't work with an .msi file. I use msi2exe to convert the file.
So far I am seeing good success with this utility. have only run into 3 workstations so far that are not working.
I am not getting console commands to run at this time still... hoping that gets resolved as well>??
I have around 350 endpoints, it took out 3 security cameras and quoting software, and then some facebook pages. This has caused a lot of headaches and I've only had a few issues. Can't imagine if it would have taken out servers and all my workstations. I'm still not feeling very confident with Webroot now, and to make matters worse my Account Rep never replies to my e-mails.