Update 2/29/24: Here is a high-level summary of what happened.
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Our shared authentication service experienced severe performance degradation.
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This service is essential for authenticating interactions between many of our APIs as well as being used by the Management Console and Endpoint Protection agent.
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The issue originated internally, not from any external malicious activity like a denial-of-service (DoS) attack.
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While the exact cause is still under investigation, initial findings suggest a potential bug in one of our applications.
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This bug led to a surge in traffic, resembling a DoS-like impact on our authentication service.
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Our operations & development teams are actively working to address the root cause to prevent future disruptions.
Monday Morning 2/26/24 we received reports from our users regarding challenges encountered while using Webroot. We understand the inconvenience and disruption caused and appreciate your patience. Below, you'll find a comprehensive FAQ to provide clarity on the situation, and the steps we've taken.
1. What issues have been reported? Users have experienced Web Threat Shield not working, delayed OS logins, black login screens, degraded OS performance, and high disk usage by the Webroot software.
2. What steps have been taken to resolve the issues? Our team has worked diligently to develop a fix, which has now been deployed to all Webroot agents. This update is designed to address and rectify the reported issues. We have received positive feedback from a significant number of customers, indicating that the performance issues are subsiding following the deployment of our fixes.
3. Where can I find status updates? We are committed to transparency and timely communication. Please visit our status page at Webroot Status for the latest updates and information.
4. What if I'm still experiencing issues? If you continue to face any challenges, please do not hesitate to contact Webroot Customer Support. Our team is on standby to provide assistance and ensure your experience with Webroot is optimal.
We apologize for any inconvenience this situation may have caused and are grateful for your continued support and understanding. Our priority remains to provide secure, reliable, and efficient software solutions to our users. We will continue to release more information as it becomes available, ensuring you stay informed and updated. Should you have any further questions or concerns, please feel free to reach out to our support team.
