Question

Slow scans


Userlevel 6
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Using the latest webroot V9.0.26.61 on my windows 7 pc. With the latest version scans are now taking about 19 mins. I submitted a support ticket last week. I uploaded logs as requested on thursday and as I had not recieved any response to confirm they had been recieved I contacted weboot. I spoke to a representative this afternoon who said the logs where being analysed and I would recieve a response either today or tomorrow. Just a few momments ago I got a response saying they had not recieved the logs and could i send them again. What is going on? I have replied and sent the logs a second time. Not very good customer service!

42 replies

Userlevel 6
Badge +21
Hi,
Today performed performance trubleshooter, dskchk & SFC scan. I have reinstalled the older V9.0.24.49 and now my PC scan only takes 5m 31s.

When I update to the latest V9.0.26.61 the scan takes 19m.

Surely this must be an issue with the latest update!
Userlevel 5
Badge +16
@creakndale thank you very much for the additional information and break down of the status of different phases of the scan. In this case, it doesn't appear to resemble what I was observing with long scans in the other cases I've touched on in this thread. CPU/Memory usage appears to be fairly standard, and normal though out the scan. What does concern me is the agent taking so long to perform the last phase of the scan. The behavior suggests a failure to connect and communicate successfully over the cloud. To determine if this is the case, I'd like to either start a support ticket and schedule a remote session to take a deeper look, or, ask you to keep an eye on WRSA.exe's network traffic in Resource Monitor during the scan. It's normal to see connections during the whole of the scan, but if these connections drop out during that last phase this may be the cause.

Userlevel 6
Badge +21
Thanks for the replies. I did a complete uninstall including the WRdata file but my scan is still taking almost 20 mins. I have reuploaded the log files again and just had a prompt response to say they have been recieved and looked at. Just need to be patient for the outcome.
Userlevel 7
Badge +63
Thanks for the replies. I did a complete uninstall including the WRdata file but my scan is still taking almost 20 mins. I have reuploaded the log files again and just had a prompt response to say they have been recieved and looked at. Just need to be patient for the outcome.
Your the second person that I know that has long scan issues. @Baldrick has the issue as well on one of his systems.
Userlevel 1
Badge +4
I have ALSO this issue happen in the last few days on my Win 7 (Laptop)
Its updated to - 9.0.26.61

Ive had my webroot for a while and it used to take between 2 minutes and right at 3 to finish a Full Scan.

Since about two days ago, it now takes between 11 - even once 20 minutes, and Im unsure why, I have had my computer checkout by Geek Squad, and it is clean by their standards and they did a "Tune Up" but my webroot still is doing 11 - 15 minutes or more per scan.

It never catches anything when it scans.

It has been like others have mentioned also, it gets to 40% and then creeps till its finished at 100% during the last portion of the scanning, it also eats up my performance at between 98 -99% during the time it runs.

( I also apologize, I know only very little about Tech in general, as I know enough to be worried about it doing what it is doing. )
Userlevel 4
Badge +11
Like Mako2900 and others I am experiencing the same issue with recent scans on my Toshiba Laptop running Windows 7 Home Premium.

I have used Webroot products for almost 2 decades. Within the last week scans on my laptop went from 2-4 minuets total to more than 10 minuets to complete a full scan (certainly not as bad as others experiencing more that 1 hour scans). I haven't made any changes to to my computer either. I'm running WR Secure Anywhere Complete V9.0.26.61 as well.

There has never been an infected file noted/identified.

Similarly as others have mentioned, it gets to 40% and then creeps till its finished at 100% during the last portion of the scanning. I'm not aware of the exact affect on performance during the time it runs as I have never checked.

I have read through all of the comments associated with the thread. I have to apologize as well - much of it doesn't mean much to me as a low tech user - just concerned that something has changed.

I'm not clear on if a fix is coming or if this is what we can expect going forward (or worse) because of the age of the system being used.

Is it necessary to open a support ticket at this time?
Userlevel 7
Badge +63
If you can't see that Hidden Folder this is the easiest way to get there via the RUN Command.

%ProgramData%\WRData

Userlevel 7
Badge +63
@stevecosta one other thing please tell Webroot support there log gathering tool wsalogs.exe doesn't work as it should as I had trouble sending logs as well so it's broken and needs to be fixed. @freydrew @LLiddell I know of this because @BradW told me as I tried to send him wsalogs.exe and it wouldn't work so what I did was upload them to a file host and sent him a link to download the files that were on the Desktop from wsalogs.exe

I use this to upload and share: https://www.myairbridge.com/en/#!/home
Userlevel 6
Badge +21
My 2 windows 10 laptops scan in about 4 mins total . The problem of the long scan time of 19mins is just on my Windows 7 Home PC. When i do a scan it gets upto 40% in 2 mins than takes another 18 to complete. Towards the end it really slows and says performing system analasys which it does not appear to do on my other Windows 10 laptops.
Userlevel 5
Badge +16
With a small number of exceptions in the past, a build once published is code complete and will not change. That is to say 9.0.24.49 will always be 9.0.24.49, 9.0.26.61 will remain the same. The next release will build on the code base established in 9.0.26.61 adding bug fixes that presented in that build, and adding any new features.
As for protections, the cloud determinations are universal between all versions. In the case between 24.49 and 26.61 not much was changed from a security perspective. There were some additions related to script shield. But this was just the groundwork for that shield, with more being implemented in later releases. Your logs indicated high CPU usage as well, which also informed my conclusion.
Userlevel 5
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@creakndale low output readings from a network adapter is fairly normal, it's rare that you would even see 01% usage. With that said, the information I was looking for wasn't really around utilization, more along the lines of the data values and where the data was going. I apologize, I had forgotten that Resource Monitor was something added in Windows 8.
With that said, we can leverage similar data from Process Explorer's details pane. Process Explorer can be downloaded from here. Once you have it downloaded, double click on the WRSA.exe parent Process. should look like this:




Both areas are of interest here, Disk and Network as well as TCP/IP.
Userlevel 7
Badge +63
Hi @stevecosta

Have you tried a clean reinstall of WSA? If you want to here are the instructions.

Please follow the steps closely!

  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • Be sure you add your Keycode to your Online Console: Webroot SecureAnywhere Online Console
  • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  • Download a Copy Here (Best Buy Geek Squad Subscription PC users click HERE) Let us know if it is the Mac version you need
  • Uninstall WSA and Reboot
  • Check for the WRData Folder located here: C:\ProgramData\WRData and if it's there delete it before reinstalling
  • Install with the new installer, enter your Keycode and DO NOT import any old settings as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Please let us know if that resolves your issue?

Thanks,
Userlevel 5
Badge +16
@creakndale would you say that the majority of the scan time is spent in this Central Analysis, how much time is spent actually scanning?
Userlevel 7

Thanks for the replies. I did a complete uninstall including the WRdata file but my scan is still taking almost 20 mins. I have reuploaded the log files again and just had a prompt response to say they have been recieved and looked at. Just need to be patient for the outcome.Your the second person that I know that has long scan issues. @Baldrick has the issue as well on one of his systems.

Third person @TripleHelix I have the same problem on my Toshiba laptop running Win 7. Scans use to be a few minutes, now it's 45+ minutes. Uninstall / Reinstall, Beta / Release Version all the same, no difference in scan time.
Userlevel 6
Badge +21
Hi Lucas,
Thanks for the reply. The 3 files detected files are false positives and have been allowed by myself. They have been on my PC for years with no problems in the past. These files are on my Windows 10 laptops and they scan very fast. Surely if they are allowed it should not affect the scan speed. I have the latest bios firmware. I have run performance troubleshooter, SFCscan & dskchk. Can the false positives please be removed.
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So do we have a fix for this EXACT same issue here... Out of the blue... Worked fine for years!
Userlevel 2
Badge +11
Me too ... I got smacked down by V9.0.26.61 exactly like the OP when I was auto-updated from V9.0.24.49 two days ago. Identical slow manual scans just like the OP described. It hit my old rarely used WinXP unit first. Then hit my Win7 unit next (just after I started a new thread about my XP unit).

I contacted Support and they promptly replied with advice to download, execute and return the results from wsalogs.exe which I shall do.

In the meantime, I'll will wait and follow this thead. I did start another topic found at the link below which now seems redundant so maybe our Moderators can move my posting over here?

https://community.webroot.com/home-product-releases-27/01july2019-auto-update-to-9-0-26-61-on-winxp-manual-scans-now-take-5-times-longer-339372#post346275

BTW ... how do I subscribe to this thread for notices of replies, etc .... Thanks a million everyone!
Userlevel 2
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Is there any way to go back to V9.0.24.49 and hang out there w/o being updated to V9.0.26.61 whilst things get sorted out over the next week or so?
Badge +1
For some unknown reason, today's scan dropped from 30m to 11m 58s. Still slows way down once it reaches 41% but at 70% it speeds back up. At 11m 53s it entered Performing Central Analysis for only 5s completing the scan at 11m 58s. Checked the Software Version thinking I might have been pushed a new version but it's still reporting 9.0.26.61. Still reports Files Scanned >56,000 files.

creakndale
Userlevel 5
Badge +16
@stevecosta Since this post was made, we've received a small number of similar reports all running old and aging processors. Similar to your case, we are looking into the issue, however, hardware of this age is understandably difficult to obtain. It was my understanding that you had rolled back the build and it had improved the performance. Is this no longer the case?
Badge +1

Another update on my webroot, my webroot now scans around 5 / 6 minutes now total though still seems to eat up processor space, being that it runs still nearly 99% useage when running.


Ran a scan moments ago and no change for me. Time elapsed 11m 51s. Average CPU usage 25% to 29%.

Still showing v9.0.26.61
creakndale
Badge +1
TechToc,
I've attempted to gather more information on the slow scan issue by watching the Webroot progress bar, CPU and Memory usage.

Prior to starting the scan, average CPU Usage is 0%. All 4 Cores are at 0%. Page File Usage History indicates 324MB.

As I start the scan, the "Files Scanned" is incrementing rapidly and the Progress bar is moving quickly. Webroot Processes = 31 (1,356 Modules). Looking at CPU Usage history, during this time 3 Cores are at ~1% and one Core is running ~90%. Average CPU Usage is 25% to 29%. Page File Usage History indicates 385MB.

At 1m 44s with 8143 Files scanned and the Progress bar at 41%, the scan slows dramatically. Files scanned increments very slowly. At this time, the 3 Cores that were at 1% jump to ~20% and the one Core that was running at 90% drops to ~50%. Average CPU Usage is the same at 25% to 29%.

At 7m 42s the Progress bar moves to 42% with 8382 Files scanned. Average CPU Usage is the same at 25% to 29%.

At 10m 5s the Progress bar moves to 43% with 9214 Files scanned. Average CPU Usage is the same at 25% to 29%.

At 12m 45s the Progress bar JUMPS to 99% with 9516 Files scanned and shows "Performing Central Analysis..." Average CPU Usage is the same at 25% to 29%. Page File Usage History indicates 402MB.

At 28m 30s average CPU Usage jumps to 55% and Files scanned is incrementing rapidly. Page File Usage History jumps to 550MB.

At 29m 20s the scan completes with 56,141 Files scanned. It had been in "Performing Central Analysis..." for 16m 35s.

With the scan complete, average CPU Usage drops to 0%. Page File Usage History drops to 350MB.

creakndale
See the discussion in Wilders regarding a similar issue starting from here. Connected maybe? What is curious is that, although I had been one of those experiencing that earlier issue, for me it was beta version 9.0.24.49 that resolved that issue—the very version that was causing you problems!?
Badge +1
TechToc,
With Windows XP, I don't have Resource Monitor but I did monitored the Networking tab from the Windows Task Manager which measures overall network activity in %. I can't look at WRSA.exe specific network activity but I can see there was very little network activity during the scan. I see some tiny blips (bursts) in Network activity during the 30 minute scan. My computer is connected to the network via ethernet cable (not Wi-Fi) and I have 15Mbps download and 0.8Mbps upload speeds.

0.1% blip when scan starts
0.15% blip when scan is at 42%
0.05% blip when scan starts Performing Central Analysis at 91%
0.1% blip when scan is at 95%
0.2% blip when scan completes (it's the largest amount of network activity but it is still just a tiny blip of activity).

It doesn't appear to be similar to the "Network" graph on your Resource Monitor picture. Mine seems like a lot less network activity.

creakndale
Userlevel 7
Badge +63
Very interesting....not and support needs to escalate this so maybe Lucas @TechToc can tell us what's going on?

My Win 10 build 1903 nice and fast.

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