Question

Chrome keeps crashing

  • 29 September 2020
  • 55 replies
  • 12246 views


Show first post

55 replies

Userlevel 1

That has not fixed it. The only fix I have found is uninstalling Webroot and using Windows Defender.

Correction: uninstalling, restarting, and reinstalling the latest version, 9.0.30.72, seems to have cured it. Thank you TripleHelix!

Userlevel 7
Badge +63

That has not fixed it. The only fix I have found is uninstalling Webroot and using Windows Defender.

Correction: uninstalling, restarting, and reinstalling the latest version, 9.0.30.72, seems to have cured it. Thank you TripleHelix!


Great and sorry I removed my post as it was for Consumers and this is a Business thread.

 

Info on the update: https://answers.webroot.com/Webroot/ukp.aspx?pid=12&app=vw&vw=1&login=1&json=1&solutionid=2234 there were some more changes with v9.0.30.72 but I have no info on that one so maybe @coscooper or @dstokes1 can supply more info.

 

Cheers,

Are you guys sure this is fixed? I have a brand new computer that I installed Webroot SecureAnywhwere 9.0.30.72 on 3/30/2021 and Today I cannot open chrome at all. Everything else is fine. I am going to try and call in here shortly. @coscooper@dstokes1 

Userlevel 7
Badge +63

Hello @RedTech 

 

I think it’s best to contact Support and ask them as we don’t know much more and for Consumers I don’t see this issue. Also we Beta Testers are testing a new version v9.0.30.75 and they haven’t said when it will be released to all users.

 

Business Support: https://www.webroot.com/us/en/business/support/contact

 

Support Ticket for Business: https://mysupport.webrootanywhere.com/supportwelcome.aspx?

 

Consumers Support: https://www.webroot.com/us/en/support/contact

 

Support Ticket for Consumers: https://detail.webrootanywhere.com/servicetalk.asp?

 

Thanks,

Userlevel 1

The 9.0.30.72 update worked briefly, but the problem has reappeared. I have upgraded to 9.0.30.75, annoyingly, I had to download the update manually, I thought it was supposed to keep itself up to date, and even more annoyingly, I can’t open Chrome, nor hyperlinks in emails without turning Webroot off. It is not acceptable that Webroot has been preventing such a commonly used app from working and that this has been going  on for so long.

Userlevel 7
Badge +63

Hello @Punter 

 

Yes I see that v9.0.30.75 is being pushed out but there aren’t any release notes so it would be best to keep in touch with support on this continuing issue. @dstokes1  @coscooper  @GeorgeA  @khumphrey  @freydrew 

 

Sorry,

I’m having the same problem, and it’s become a problem for several of my clients. I’m finding that I can only launch Chrome if I use a command-line switch (it actually doesn’t matter what the switch is. /thisisstupid works.) But if I try to launch it from, say, the Taskbar, I can’t. It launches - I can see it in Task Manager - but not in a way that I can use it.

Everything I’ve read on this indicates that it’s probably antivirus related, so it would seem that, maybe, some sort of exception would fix it… but I don’t know what to except.

Userlevel 7
Badge +63

Hello @dspigelm 

 

Yes this is an issue so look above and contact Webroot Support as they are the only ones that can help you. As you can see I have asked some Webroot Staff but nothing from them :smiling_imp:

 

Thanks,

I was having this same issue, and have been very frustrated.  I uninstalled Chrome & Webroot v9.0.29.62, rebooted, installed Chrome, rebooted, made sure Chrome could be opened and closed several times without issue, installed Webroot v9.0.30.75.  I was able to open, close and reopen Chrome many times and no longer had any issues.  Just to be sure, I rebooted and tried opening/closing Chrome again several times, and still did not have issues.  I’ve given the laptop back to the end user, so we’ll see if it continues to work.  But on initial testing it seems like the latest version of Webroot helped.

Userlevel 3

Well @Spicy Lil Taco 

 

A new version came out to solve this issue without the need for this modification!

 
   
   

 

 

We anxiously deployed 9.0.30.72 to our entire domain, and are now running 9.0.30.75, and still the issue persists.  Webroot Identity Shield randomly blocks Google Chrome from being able to open.  Since this only affects random users at random times, our only recourse has been to once again disable Identity Shield for our entire domain.

As a comment said above “So your only “support” is to disable an important part of your software in order for it to work with the most popular browser on the market.

I expect that we will receive some compensation or the option for a refund as this is just ridiculous.”

---- This is pretty much spot on.  Webroot, fix this issue please!

Userlevel 3

And a serious question --- I just noticed the setting “Enable Identity Shield Compatibility Mode”.  Has anyone tested if this is a work-around that will still allow Identity Shield to be enabled, while not interfering with Google Chrome?

Grrr

Userlevel 3

Grrr


What happened to your original reply?  LOL.  🤷‍♂️🤣

Well @Spicy Lil Taco 

 

A new version came out to solve this issue without the need for this modification!

 
   
   

 

 

We anxiously deployed 9.0.30.72 to our entire domain, and are now running 9.0.30.75, and still the issue persists.  Webroot Identity Shield randomly blocks Google Chrome from being able to open.  Since this only affects random users at random times, our only recourse has been to once again disable Identity Shield for our entire domain.

As a comment said above “So your only “support” is to disable an important part of your software in order for it to work with the most popular browser on the market.

I expect that we will receive some compensation or the option for a refund as this is just ridiculous.”

---- This is pretty much spot on.  Webroot, fix this issue please!

We are also an MSP and have been seeing this for months, our only fix is to push a webroot uninstall from the console and then re push the deployment, which leaves the device unprotected while the device has no AV installed, this resolves the issue temporarily but with 2000 devices, its not the best solution, it should just work !!

Userlevel 7
Badge +63

@jmclinton  I fully agree and I don’t know why no Webroot Staffers haven't said anything in over 2 months? @freydrew  @khumphrey  @dstokes1  @coscooper  @GeorgeA 

 

All I can suggest is to vent your frustrations on Webroot Support.

 

All business protection products

Mon - Fri 7 AM to 5:30 PM (MDT)

Open a support ticket

Tel: 1-866-254-8400

https://www.webroot.com/us/en/about/contact-us

 

Sorry,

Hello All,

As @TripleHelix has mentioned, contacting Webroot Business Support at 1-866-254-8400 is currently the best route to let us know that after installing 9.0.30.75 either manually or if your Console and Sites have received the auto-update, you have customers still having Chrome issues. They are logging these issues and investigating with Product Management and Development. As seen in this thread, version 9.0.30.75 has resolved the issues, but not in every case, so we need to know via our Support Channel where it hasn’t resolved the Chrome issue. 

Userlevel 3

Whoever marked a “best answer” in this thread, this is not the “best answer”.  We anxiously updated to 9.0.30.72, and then to 9.0.30.75.  Yet the issue persists.  Google Chrome will just randomly stop opening on random people’s machines.  Webroot’s answer has only been “they are investigating” and to “send them logs”.  Well, it’s tough to send logs (even though I’ve done it a few times) when your users are spread across the country and want to get back to working *right away*, they don’t have time to faff about with a remote support session while I gather their logs and screw around on their computers.

 

Hopefully Webroot will come out with a real fix for this at some point.  In the meantime, our only option has been to disable Identity Shield domain-wide.  Nobody has time to deal with “my Google suddenly stopped opening” and the damage users can cause trying to “fix it” themselves.  😣

Userlevel 7
Badge +63

Whoever marked a “best answer” in this thread, this is not the “best answer”. 

I don’t know who marked it as Best Answer and I removed it but in any case you should contact Webroot Support.

 

All business protection products

Mon - Fri 7 AM to 5:30 PM (MDT)

Open a support ticket

Tel: 1-866-254-8400

https://www.webroot.com/us/en/about/contact-us

I am also running 9.0.30.75 and Webroot is still blocking Chrome.  I have found various workarounds to keep me entertained but really irritated that I can’t put Chrome back to default browser without turning off protection.

If you want to open Chrome manually you can just  add “ /bollocks” to the end of the shortcut path used to open it E.G.   "C:\Program Files\Google\Chrome\Application\chrome.exe" /bollocks 

You can actually add anything you like after the slash but I feel that way inclined given how long this issue has been around.   Yes.  I have a support call outstanding.

I have just one user (right now) that this seems to be an issue with. It was a new machine from Dell Business with Windows 10 Pro x64. Chrome doesn’t work until Webroot is disabled (or I disable ID Shield for that user who I moved into their own group).

 

Windows: Windows 10 Pro 21H1

Chrome: Version 91.0.4472.124 (Official Build) (64-bit)

Webroot: 9.0.30.75 (Business version of course)

 

I have a support ticket open and will reply back if a fix is found that doesn’t involve turning off protection.

  • Kärnmör - Just use the workaround I have put in my message above yours.   You can’t set Chrome to default (although it may work if I poke around in the registry) but you can at least open chrome easily without turning off protection.  I have used this fix on many machines now

Userlevel 3
 

I have a support ticket open and will reply back if a fix is found that doesn’t involve turning off protection.

 

Please let us know what you find out!  We’ve never found a solution, here.  Can’t use a “hack” or “workaround” as our users are located all around the globe.  It’s not like I can just walk over to their machines and make a change.  And scheduling remote support sessions with a hundred people or asking them to perform a kludgy workaround themselves is kind of out of the picture, as well.  Webroot needs to fix this!

Userlevel 7
Badge +63

Hello we Beta testers are testing a new version but I don’t know when it will be released to the Public.

 

Stop injection into to Chrome to prevent Chrome issues while we investigate reports.

 

That’s all I can say for now.

Support just says what we already know. Reinstall Webroot deleting the WRSA folder if it doesn’t get deleted during uninstall. This works, until Google updates Chrome again which happens sometimes daily due to security fixes.

 

Funny that this only happens on one business machine and one (mine) home machine out of about 20 installs.

 

Also, the fix from Archvicedduke works, but isn’t ideal as they stated.

 

Edit: Thanks for the tip TripleHelix.

Userlevel 2
Badge +3

We have this after changing Hardware of users.

Problem solved in installing the 32Bit Version of chrome .

Reply