Due to a rule error that propagated for 13 minutes yesterday morning at 11:52am MT, good applications were mistakenly categorized as malware. This has created many false positives across the affected systems and has resulted in those applications being quarantined and unable to function.
We recognize that we have not met the expectations of some customers, and are committed to resolving this complex issue as quickly as possible. Webroot is making progress on a resolution and will update you when that’s available. In the meantime:
- Affected customers should not uninstall the product or delete quarantine, as this will make quarantined files unrecoverable.
- We have rolled back the false positives. Once the fix is deployed, the agent should pick up the re-determinations and perform as normal.
- Customers should ensure that endpoints are on and connected to the Internet to receive the resolution. Once files have been removed from quarantine, some endpoints may require rebooting.
Those who need to address the issue immediately manually should follow the instructions posted on Webroot Support.
We are conducting a thorough technical review to ensure we have a complete understanding of the root cause. A summary will be posted in the Webroot Community, and Webroot account representatives will be prepared to discuss the findings in greater detail with you.
Best answer by freydrew
In addition to the manual fix issued Monday, April 24, we have now issued a standalone repair utility that provides a streamlined fix for business customers. It will release and restore quarantined applications to working order on the impacted endpoints.
For access to the repair utility, customers should open a support ticket, or reply to your existing support ticket related to this issue. Please include your phone number within the support ticket.
Our sincerest thanks to the MSP beta customers who worked with us to test and validate this repair. We appreciate the support of our customers and thank you for your patience.