Question

Chrome keeps crashing

  • 29 September 2020
  • 55 replies
  • 12246 views

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.


55 replies

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!

Try this work around it worked on the two machines I have come across with this issue.

Create a shortcut to google.com

  1.  type google.com in the address bar
  2. Setting / More Tools / Create Shortcut
  3. Places a shortcut on the desktop (icon looks different) that reliably opens google chrome.

Worked in both cases I came across this.

Hope it works for you!

I freaking love you. It’s midnight and now I can go to bed. No idea why this worked, but continued to work when I pinned that newly created shortcut.

I literally right clicked on my desktop, new, shortcut, browsed to chrome… and we’re back. Deleted the other shortcuts, and pinned the new one…. Thanks again!

Try this work around it worked on the two machines I have come across with this issue.

Create a shortcut to google.com

  1.  type google.com in the address bar
  2. Setting / More Tools / Create Shortcut
  3. Places a shortcut on the desktop (icon looks different) that reliably opens google chrome.

Worked in both cases I came across this.

Hope it works for you!

Userlevel 7
Badge +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 @dstokes1 or @coscooper can give more info?

 

Beta v9.0.31.79

Changes in this build include:

  1. Full firewall functionality is restored for outbound communications.
  2. Updated UI to include OpenText branding with dynamic Year.Quarter designation.
  3. 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.
  4. Stop injection into to Chrome to prevent Chrome issues while we investigate reports.
  5. 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.
  6. 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.
  7. The agent will check for and apply new proxy settings when the user changes.
  8. The WRSkyClient and WRCoreService processes will exit when the WSA agent is shutdown (requires the upcoming Genesis 1.4 components).
  9. Hardenavailability of the Scan with Webroot context menu entry.

We have also continued to experience this issue, even with the most updated version of Webroot. One of the things I have noticed is that Chrome DOES start, but it only loads into the Background Processes of the Task Manager and never fully activates into the active apps section. I’ve had to disable sometimes dozens of running processes before fixing it because people keep trying to open the browser over an over again before asking for assistance.

Here is the method I have found that works so the user can continue to click links in emails and local files and will activate the browser. It may seem like a lot of steps, but I have gotten the process down to about a minute.

  1. Open the Windows Registry Editor by hitting Win+R and typing regedit.
  2. Navigate to HKEY_CLASSES_ROOT\ChromeHTML\shell\open\command
  3. Edit the string value in this folder by double-clicking on it and changing the name of the executable file (chrome.exe) to match the modified executable you will be making in step 5.

"C:\Program Files (x86)\Google\Chrome\Application\chrome1.exe" --single-argument %1

  1. Close the Registry Editor.
  2. Open Windows Explorer to Chrome’s executable (usually C:\Program Files (x86)\Google\Chrome\Application)
  3. Create a copy of the chrome.exe file and rename it (I’ve been using chrome1.exe, but anything is viable)

The main issue with this workaround is that the registry entry resets to default when Chrome has an update. Could be once every couple of weeks, could be twice in only a few days. You will have to do the entire process again in that case. Fortunately for me I only have 20 or so machines in a single building to maintain, so anyone with a few hundred or multiple buildings may not want to deal with it the way I have.

Userlevel 2
Badge +3

We have this after changing Hardware of users.

Problem solved in installing the 32Bit Version of chrome .

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 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.

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!

  • 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

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.

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.

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

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.  😣

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 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,

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 3

Grrr


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

Grrr

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?

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!

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 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’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 @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,

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