How do I disable Webroot on a single endpoint for testing?

Hi!  Thanks for replying.  I am a new user, my SysAdmin has recently bumped me up to "GSM Super Admin" permissions.  However I still cannot seem to do what you are describing.

I am able to log into the admin control panel, switch over to the Policies tab, find my default policy (applied to all workstations), but I am unable to change any of the settings on it.  There is no option for me to change any of the settings on that policy:
 

I would think there has to be an easier way though?  I don't want to change the policy for my entire company, just temporarily disable protection on a single workstation to troubleshoot a software conflict…?

Hi!  Thanks for the additional link.  I’m able to get to that screen but I do not have the checkboxes shown in step #2.  So I can’t select different endpoints.

Additionally the only options I have in the toolbar at the top are “Save changes” and “Undo changes”.  The option for “Move endpoints to another group” is visible but grayed out.  I don’t have any of those other options like “Agent commands” or “Deactivate” shown in step #3.

Is this software syncing to my AD, perhaps?  Do I need to make some kind of change in AD?

I submitted a ticket on Friday, hopefully someone in business support will be able to respond to me soon.  Thanks!

@coscooper  Hi!  Thanks for the response.  I looked and we are using the group “Default Group”, not the one labeled “Recommended Defaults”, so I assume what you are suggesting is not the case?  See screenshot:

When I double-click on this policy this is what I see:

 

I can’t figure out how to change any of those values.


In any case, is this the only way we can do this?  Seems like a lot of work.  As I said above, I’m a new tech working at a company that has used this product for a while.  I don’t want to make any sweeping changes to our policy, just trying to figure out how to temporarily disable the program on a single workstation to trouble shoot a compatibility issue.

When I try to disable the app on the workstation I get this message:

Any other suggestions?  Thanks!
 

Hi @coscooper !  Thanks for replying.  I saw in your reply above where you said "However, these screen shots indicate you do not have admin privileges to make a policy or modify a policy at the site level."

I asked my SysAdmin to make me an admin and he made me something called a "GSM Super Admin".  I looked on the “Admin tab” and this is the same permission level he has.  I don't know what that means, but shouldn't "GSM Super Admin" be able to edit everything?

Is there something else he needs to change in order to make me be an admin able to edit this specific policy?

Hi @jhartnerd123 !  Thanks for responding.  I understand what you are saying that I should be “Limited Admin”, but even as a “GSM Super Admin” I am unable to change a policy, make a policy, or move a computer from one policy to another.

Wow, and I thought this would be an easy question, LOL. 🤣😭

@jhartnerd123  - This is me:

 

@msmith-442  - looks like you figured it out. I’ve been heads down all day on another project and didn’t get a chance to jump in earlier. @jhartnerd123  offered good suggestions for using Unmanaged policy over turning on “Shutdown protection”, beyond the ability to modify/admin policies, sites, settings.

The different settings, Admin type (Super vs Limited) are for specific use cases. Then, the site admin view/admin per user, per site is for the same. There are many customers that have different admins for different needs, like helpdesk, NOC techs, administrators, site only admins, specific customer admins, so the UI and settings are for a variety of needs. Super vs Limited show/allow high level sections and if not visible, then that user/tech can’t modify things, like policy and/or overrides at a global level. THEN, that per-mutates down to sites with a hole other set of permissions as we support site only admins for when/if you have a user that JUST needs to manage/see just one site.

As an aside, the entire console is being redesigned to offer streamlined UI for these kinds of settings & needs. Admin privileges has grown over the years to what we have today. There’s a lot more work that needs to be done to make it useful, but to be totally frank, admin privileges are complex due to the variety of needs and the destructive ability if every abused, misused or through ignorance, so it’s not super easy on purpose. 8-)

Lastly, as I’ve offered earlier, if you need a training walk through or best practice session, we offer it for your edification and to speed up the process so you’re not posting back and forth in the community and/or spending all this time hunting for a setting. Had we had a 10 minutes BP session online virtually with an expert, we’d have had this fixed in less than 5 minutes. 8-)

Now that you have correct admin privileges, there are a lot of other policy settings and suggestions we can offer to streamline your setup. Private message me if you’re interested in setting up some time to review and insure you’re setting things up correctly. Myself or someone on my team will reach out and get that scheduled.

@EasyNow  - Unfortunate you feel this way. The console and management of endpoints has to appeal too many environments and needs, including large endpoint counts as well as a single endpoint, so it has to accomodate many needs, not just one single threaded requested need.

Policy management has been the same since inception, nothing has changed.

Why Policy over “magic buttons for admins on the agent” ?  Because of self protection and insuring a malicious actor does not compromise the agent when it’s hacked. Being an admin in the console provides authentication to make a change to an endpoint. Flipping a policy is seconds in the console, if you’re on the endpoint troubleshooting it’s simple enough and fast enough to have the agent call home, get the policy, make your changes/tests and then flip the policy back to production lock down. It doesn’t take an act of congress if you’re the proper admin.

As mentioned, there are deficiencies to be sure and some of them will be addressed in the near future with the console UI/UX refresh.

@msmith-442 - I can fully understand your frustration and agree. As a 30 year IT pro myself, something as simple as this should be easier. The current technology and console are being completely revamped to provide more ease of management and ease of troubleshooting.

The ID Shield issue at hand is relatively new and is a bug being worked. The agent is undergoing a transition and this specific shield will be addressed in forthcoming releases. There are numerous strategies for troubleshooting. One issue with the current agent is, there are numerous shields and attack vectors the agent monitors and even if you’d had access directly to the agent GUI it may not have been easily transparent.

That said, for any sizable business partner, we offer direct hands on best practice calls from inception so you guys don’t have to go through these pains. Depending on your reseller, they should have offered that as an option which in less than an hour, I or someone on my team, could have gotten you much further along a more successful path. No software is perfect and we all have to figure out work arounds to solve specific problems.

Please let me know through DM if you’d like to schedule something to review your console, offer trouble-shooting options and how best to move forward.