Hello, Having a repeated issue with multiple machines where when trying to open our scanning software, Docstar, the computer locks up and won't free until we either manually end Webroot protection or reboot the pc. The issue happens daily on multiple computers for the last month, but not always at the same time. It seems to be revolved more around the amount of system uptime, meaning once the user reboots, everything fucntions as normal for about 6-7 hours then may crash again.
As it is hard to recreate, we can't really get support to see it happening live. If it is happening live, the computer is 2 bogged down with the 2 applications fighting eachother, that we can't even get to a webpage to allow support to connect. We have added Overrides and Allow Applications for every 1 of the MD5s that I can find for Docstar and the problem still persists.
Posting to the forum is my last ditch effort before I ditch this software, as I am under high pressure to fix or replace ASAP. As I said, this is a daily occurence, which moves around computers day to day so the frustration level with this for the last month has been very high.
Thanks for your help
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I was able to locate your ticket and see that one of our agents responded today with additional information. It looks like there were some heavily monitored files on the system(s) that have been whitelisted. You will need to send 2 commands to the affected machines.
1. Reverify all files and processes
2. A scan command.
If this does not resolve the issue the best bet would be to respond to the ticket that you have been working with us on and we would be happy to continue assisting with this case.