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New Member

Re: W32.Trojan.Gen false positives

Hopefully we can get notified when it is fixed. We'll uninstall Webroot until a fix is available since we've never seen any way to just disable it (without reactivating on reboot).

New Member

Re: W32.Trojan.Gen false positives

Add Altium Designer (dxp.exe) to the list of false positives.  WR deleted the .exe and now won't allow re-download or re-installation of the software. Not good.

New Voice

Re: W32.Trojan.Gen false positives

this also happened to me...it also is preventing me AS THE ADMIN to even put anything thats flagged in....saying i dont have permission
New Voice

Re: W32.Trojan.Gen false positives

Trying to restore files from quarantine, I tried from the web console and refreshed config, no go yet. Also tried to restore from the machine itself but says it is managed by the web console. Do you have a recommended method to restore files deleted by this issue? I have locked my door and hiding from the users until I have an answer.
New Member

Re: W32.Trojan.Gen false positives

We are finding at least a 20 minute lag time on the restores. I would not uninstall since you may lose your quarantine items...
New Member

Re: W32.Trojan.Gen false positives

Webroot -

Please at least provide what we should be making the policy set to to avoid the issue...

 

Steve

Retired Webrooter
Retired Webrooter

Re: W32.Trojan.Gen false positives

Please restore the files from Quarantine to resolve this issue.

 

1. From the system tray, double-click the Webroot icon.

2. Click the PC Security gear icon.

3. Click the Quarantine Tab.

4. Select the items in question and press the blue arrow Restore button at the bottom right.

 

Run a scan after restoring the files from the Quarantine to confirm it has been resolved.

 

Business users please read here.

New Voice

Re: W32.Trojan.Gen false positives

the bigger problem is that there ARE SOME FILES that have been autodeleted without use of Quarantine, i have some but all i can recover through Steam Valadating

New Member

Re: W32.Trojan.Gen false positives

I've Shut down my Webroot until someone "official" posts it is fixed. The files it wiped on mine were from an install program and Ireinstalled it and all is good, just no AV.

Highlighted
Community Manager

Re: W32.Trojan.Gen false positives

Between 12PM – 3PM MTN today Webroot falsely identified a safe file as a threat. Customers whose apps were trying to use this file during the 12PM-3PM MTN window could have received a red block screen and followed instructions to quarantine the good file.  To resolve the issue we need customers to restore the quarantined file. Please follow the steps below to un-quarantine and restore the file:

 

  1. Open the Webroot application by double-clicking the W icon found in the system tray at the bottom of your screen.
  2. On the Webroot home screen select “Scan My Computer.”
  3. Once the scan completes and you’re back on the Webroot home screen, click on the cog icon found next to PC Security. 
  4. Click the “Quarantine” tab.
  5. Note where the date and time of the files quarantined is shown on the right of the screen.
  6. Identify every file listed for Mon 2017-04-24 with a time stamp between 12PM – 3PM MTN
  7. Click the check box on the left hand side of the screen next to all the files you identified in step 6.
  8. Click the “Restore” button located in the bottom right of the screen to un-quarantine the file.
  9. When prompted “If you’re sure you want to roll back the selected entries…” choose “Yes”.
  10. Depending on how many files that are being restored this could take several minutes to complete the action.
  11. Return to the home screen and scan once more to make sure the issue is resolved.
Community and Advocate Manager
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