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Webroot Endpoint Protection for MAC - Unable to Connect to Service

  • 20 March 2024
  • 9 replies
  • 185 views
mcattano
Rank
Userlevel 4

Hello all,

 

Has anyone been experiencing this issue with the Webroot Endpoint Protection agent for MAC?  All our managed MACs in various sites, running macos 11/12/13/14, are experiencing this issue.  This has been happening since October 2023.  This happens after a reboot where the agent will load correctly and then crash during a scan.  

Webroot Support has not provided any ETA on a fix.

 

Thanks for any feedback,

 

Michael

 

 

 

 

 

icon

Best answer by TylerM 21 March 2024, 17:34

View original
Michael Cattano

9 replies

TripleHelix
Rank
Userlevel 7
Badge +63

Hello @mcattano 

 

It’s best to contact Webroot Support Directly and they will let you know what’s going on.

 

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

 

If you have time please let us know the outcome.

 

Thanks,

Daniel - Windows 10 Pro x64 for Workstations 22H2 on my Alienware 17R2 and Alienware 17R5 Laptops with Webroot SecureAnywhere Complete Beta Tester for PC & Android Moto G9 Plus OS 11. "Take Them to the Train Station"
mcattano
Rank
Userlevel 4

Thanks for the response TH.

I have a ticket open with support and they have no ETA on a resolution to the issue. I wanted to see if anyone else is experiencing this in their environment.

 

 

Michael Cattano
TripleHelix
Rank
Userlevel 7
Badge +63

Thanks for the response TH.

I have a ticket open with support and they have no ETA on a resolution to the issue. I wanted to see if anyone else is experiencing this in their environment.

 

 

Okay sure thing! I can ping a couple of Mac users @MajorHavoc  @russell.harris to see what they say.

 

Thanks,

Daniel - Windows 10 Pro x64 for Workstations 22H2 on my Alienware 17R2 and Alienware 17R5 Laptops with Webroot SecureAnywhere Complete Beta Tester for PC & Android Moto G9 Plus OS 11. "Take Them to the Train Station"
russell.harris
Rank
Userlevel 7
Badge +4

Hi. I’m afraid i’ve never seen this message, my endpoints seem fine.

I’ve just checked a couple and they havent got this message. My Management console is also showing endpoints across all sites (I have 30 sites) checking in today.

I hope support are able to assist.

"The only problem with troubleshooting is that sometimes trouble shoots back!"
MajorHavoc
Rank
Userlevel 7
Badge +25

I am currently not using endpoint security as my clients are all consumers and they want their own control.  I have no more business clients these days.  Sorry, I can’t comment on the issue. 

- Owen Rubin,  Apple Expert. Worked in Vision Pro team and early Mac HW and OS engineer at Apple. Machines: 2017 iMac Pro 27" 5K 3GHz 10-Core Xenon Sonoma 14.x. 2023 14" MacBookPro M2 Max Ventura 13.x, 2018 16" MacBookPro Ventura 13.x, and a dozen or so older machines for testing. iPhone 14 Pro, iPhone 13 Pro, iPhone 6.
russell.harris
Rank
Userlevel 7
Badge +4

Do let us know @mcattano how you get on with this and hope it’s resolved soon for you.

"The only problem with troubleshooting is that sometimes trouble shoots back!"
TylerM
Rank
Userlevel 7
Badge +25

@mcattano 

 

I talked internally with support and they said this is CAG-2088 defect. It’s going to be fixed not in the next release coming, but the release after that. They said to reach out to support through your ticket to be added to the CAG-2088 defect if you haven’t already and to get an ETA of that release (I don’t have one at this time). 

 

Thanks!

J
Rank
Userlevel 7
Badge +33

That’s not really a good enough answer @TylerM . So what do MSP/MSSP’s do in the meantime if they have hundreds or thousands of endpoints with this issue? The MAC Agent is in a sad state of affairs if you ask me. 

M
Rank
Userlevel 4

@mcattano, @jhartnerd123, et. al,

We will be remediating this issue in the upcoming release, which is slated to start deployment within ~2 weeks.

 

In the meantime, there is a workaround to this issue. This issue is caused when a machine is rebooted with the Webroot SecureAnywhere UI open. When the reboot occurs, the OS will by default re-open any programs that were running at the time of the reboot. When the UI process is restarted, it is thrown out-of-sync with our security process (that is also restarted in the background).

Our security daemon process is still running in the background and protecting the machine; the UI is just unable to receive data from the daemon process.

To workaround this issue, a user may either manually or automatically shutdown the UI process and restart it.

Manual Workaround:

  1. Navigate to the Webroot SecureAnywhere Tray Icon.
  2. Click the icon and select “Shutdown SecureAnywhere”.
  3. Confirm the Shut Down in the “are you sure” dialog.
  4. Reopen the Webroot SecureAnywhere UI.

Automatic Workaround:

  1. Issue the terminal command: 
    sudo killall -9 Webroot\ SecureAnywhere
  2. The UI should automatically re-open.
  3. Optionally, the UI can programmatically be reopened by issuing the terminal command:  
    open /Applications/Webroot\ SecureAnywhere.app

     

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