Everytime I try to open up chrome, I get the spinning icon and nothing opens. If I disable Webroot, I can open it up no problem.
I am using windows 10 home edition.
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Userlevel 7
+63
Beta testers are testing a version that will work with Chrome until they sort this issue out but I don’t know when it will be released to the Public. Maybe
Beta v9.0.31.79
Changes in this build include:
- Full firewall functionality is restored for outbound communications.
- Updated UI to include OpenText branding with dynamic Year.Quarter designation.
- USB Blocking so that read, write and execute access is blocked for most USB storage devices. This is OFF by default but can be toggled ON by going to Advanced Settings > Shields. Policy control is coming to the Webroot Management Console in a upcoming release.
- Stop injection into to Chrome to prevent Chrome issues while we investigate reports.
- Install on Vista and Server 2008 systems is moved to a terminal grabword. Customers can install this grabword which will continue to provide protection but no longer update.
- Agent will open to the keycode tab on the account screen if installation is attempted and the agent is already installed. An new keycode can be entered here.
- The agent will check for and apply new proxy settings when the user changes.
- The WRSkyClient and WRCoreService processes will exit when the WSA agent is shutdown (requires the upcoming Genesis 1.4 components).
- Hardenavailability of the Scan with Webroot context menu entry.
Userlevel 3
Saw Webroot released build 9.0.31.84 on Sept. 28th. I didn't see any notification about the update, just happened to notice it when I saw four of my systems had updated to it. Googled the release notes and it appears they've included more bugfixes for the issue with Chrome not loading when Identity Shield is enabled. Let's hope they got it right this time!
Webroot should be treating this as a high priority and a fix needs to be rolled out yesterday.
We (IT MSP) have confirmed this is an issue across a wide swath of our customers (disparate networks, non-similar systems, etc). Seen it thus far on about 15 unrelated desktop/laptop nodes. Symptom is user can launch Chrome once properly, but any subsequent closes and launches just spin with Chrome hung and no window appearing. Removal of the Webroot extension completely resolves the issue on every system thus far. This issue just started happening for our clients over the past maybe 3-4 weeks.
We are also an MSP and seeing this issue popup for more and more users. It doesn’t seem to be every machine and we are working around it by disabling features. I know this is a community thread, and I believe we have opened tickets with webroot and get told to reinstall on every machine… which is not an acceptable solution. Looking for an actual fix.
We ( IT MSP) are also having the same issue with a number of our clients. Random PCs 10 +. Chrome will open once. Once closed will just open processes but will not appear on the screen. Incredibly frustrating. Where is the long term fix as it appears this was highlights months ago?
Userlevel 7
+63
Thanks,
Hello everyone...we very much understand the frustration to this issue and has been experienced by us at Webroot, as well because of the changes to Chrome development. The next agent release will have a fix for this issue though.
For now and until this next agent release, disabling Identity Shield in the Policy or Policies for the affected Site (business) and Endpoints themselves (Consumer) should resolve the issue. The best course would be to copy the existing Workstation Policy if Best Practice is being followed for Business Consoles, disable Identity Shield in this new Policy and apply to the affected Sites. When the new agent version is released, either re-enable Identity Shield for this new Policy or assign the original Workstation Default Policy. As mentioned by another Community member, creating Overrides for the Chrome EXE can be frustrating as the MD5 hashes change often. We know you want the fix now, but hope the above information is helpful in the meantime.
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.
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 3
Well
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!
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.
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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!
Chrome - spinning icon and nothing happens on Windows 10 Pro also. I disabled Webroot and Defender and had success. Reinstall Webroot and still able to launch Chrome but launch is slower than without Webroot.
I had the same issue where Chrome does not start until I disabled Webroot. I just finished a call with Webroot tech support and they informed me of this known issue which recently surfaced.
The instructions which resolved the issue:
Open Webroot.
Open Identity Protection by clicking on the Gears icon next to it.
Click on the Application Protection tab.
There should be an application list that includes a line with chrome.exe, if not click on Add Application.
Change the chrome.exe line from Protect to Allow and the issue is resolved.
Have had this same issue for months (at least since September). Flagging chrome in Application Protection to allow lets it open but has to be redone almost every day for a new line and protection is filled with chrome_exe’s and old_chrome.exe’s that have been moved to temp directories as the latest one gets added.
Reinstalled Webroot at one point a couple months back without importing old settings and it fixed the issue for about a month and then it went right back to the same behavior. Incredibly frustrating this has been a problem for so long.
Another victim - https://luminaries.webroot.com/forum/t/chrome-issue/345
We seem to be having luck working around the issue by disabling web shield.
But this is a band-aid still. I would classify webroot causing browser issues with what is arguably the most popular browser in the world a pretty big issue… and its apparently been going on for months and people opening tickets with webroot support are being given stupid fixes don’t address the root issue. Get it fixed. This is how you lose customers.
This is what support told me. To save time for anyone who is looking here, here it is:
1.Open Webroot on your computer
2. On the right side of the application you will see Identity Protection
3. Just beside my account you will see gear icon
4. Click on the icon
5. It will bring you to a new window
6. On the new window click on Application Protection
7. From the list find Google Chrome and change it to Allow
Webroot support, are you serious? This is going on for 6 months now. Why is this thread marked Solved? Just wrong all the way around. Guess we have to move our 700 endpoints somewhere else now, sorry.
Here’s a solution that I don’t know why it’s not here yet, but this worked for me and support told me to do it. So it is solved but this forrum isn’t updated
1.Open Webroot on your computer
2. On the right side of the application you will see Identity Protection
3. Just beside my account you will see gear icon
4. Click on the icon
5. It will bring you to a new window
6. On the new window click on Application Protection
7. From the list find Google Chrome and change it to Allow
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
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. 🤷♂️🤣
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