I am using Webroot security anywhere since many years. Since january 5th i get black screens with a mouse pointer (BLACK SCREEN OF DEATH) on three different Windows 7 computers. Those computers (2 PC's and one laptop) have different hardware en software. Their common point however is the WSA software with automatic updates. After making a restore point they work 1-2-3 days without any problem. But then after one or two days I get again the black SOD on boot time.
I uninstalled other software, but not WSA. Is it possible that there is a conflict between windows security update KB3212646 or another one in the beginning of january that conflicts with the webroot updates?
I do not not have this problem on Windows 10 computers.
I experienced exactly the same problem more or less at the same time. Until beginning of january I also was running Win 7 32-bit with Webroot without any problem. The, it locked during a reboot.
I also solved the problem thank to a restore point but from that moment if I try to reinstall WSA it does it but then the PC block again on the successive reboot.
Have you found a solution?
Thanks very much for posting this. I was one of those who submitted logs to you. My problem was a black screen (actually grey because that's the background color I have the desktop set to, but minus the picture that's normally there) with a movable mouse cursor. I was also unable to manually start explorer.exe. Rebooting the PC would temporarily solve the problem until the next time the PC went to sleep or user was changed and I returned to my account. As far as I know this issue did not affect the other two, non-admin accounts. You are correct that I have Samsung Magician. I am running my OS (Windows 7 Pro x64) on a 512GB Samsung 850 Pro. I hadn't run the GUI on the Magician software in a while and I discovered an update to the software. Also, after installing the update, I discovered that there was also a firmware update for this drive which I have also installed. When I sent the logs I had done neither of these things. Would you like me to resend the logs with these updates applied? LMK.
Current (latest) Samsung Magician version - 126.96.36.1990
Current (latest) Samsung 850 Pro 512GB Firmware version - EXM03B6Q
I also have to add that for whatever reason I have not seen the problem in the last few days (since the end of last week, 26th or 27th of January) so it appeared to have subsided even before I updated anything Samsung related. I don't know what, if anything, changed between then and now.
I don't know if any of this information can help you, but I hope so. If I see a return of the issue I will post back here.
Thanks again for your help on this matter.
I uninstalled Webroot from my 3 windows 7 64bit computers and the problem was gone.
Then on january 24th after all windows updates I reinstalled the most recent Webroot version on one computer. It worked well for a week.
On 31st of januari the windows screen in which I was working was freezing and I could only move the mouse pointer. I could not restart or shut down the computer in a normal way with the windows buttons. Only a hard reset was possible. After that at the reboot I had again the black screen with the mouse pointer just before the moment on which the login screen should appear.
So, the problem always starts with a frozen windows explorer and then after a hard reset the problem is there again.
My boot disk is a Samsung 840 evo of 1 TB. I do not have a service Samsung Magician installed.
Still no solution for this problem. Ik did not have any Samsung software. My computer is happy now without webroot which was in my opinion a very good software. I'am working now with malwarebytes...l
Bought WR yesterday. Cannot boot ,black SOD. Have Samsung 850 + Magician which I do not want to remove as it is almost essential for the ssd to run at max. I spotted the system report wsalogs which I shall run now and send.. Seems that as support have known about this since last August then it should have been solved by now.
1. With Samsung Magician 5.1 loaded + Webroot installed Win 7x64 boots to black screen.
2. With Magician 5.1 uninstalled + Webroot installed Win 7x64 boots normally
3. With Magician version 5.2 installed + Webroot Win 7 x64 boots normally