I have a handful of users on Mobile Protection, only two of whom have an iOS device. In the portal, the iOS devices go amber and report "WebRoot iOS agent is not running". The app on the phone, however, reports the phone is protected and all is okay.
According to WebRoot support, after a period of time, iOS will stop the app from communicating, presumably for performance or battery life considerations. Even then, the app appears to be running normally on the phone.
Also according to WebRoot support, when the agent is not reporting into the portal, the Scream and Location features are not available, though the other features are (Lock, Wipe, Password).
The suggested remedy is to have users open the app daily, or restart the phone daily, to keep the app communicating. I view this solution as lacking, and wonder about the opinion of other WebRoot Business users on the iOS Mobile Protection agent.
My clients are business owners with a lot on their plate. I am paid to provide a service so that they don't have to concern themselves with it. The location service is a primary reason for running this app, in the event of a lost or stolen device. If it may not be available at the time we need it, I'm going to have to look for other solutions.
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This issue is greatly improved on newer Apple operating systems. If these users are not on iOS 9 or 10 (unlikely), they should upgrade the OS. We have also seen some end users stopping the app from running or refreshing in the background.
This article and other similar ones explain details about how users do that in more detail:
End users should not do this with our app, or it will cause problems with lost device protection. (That’s an Apple limitation.) Between background app use and OS version, this may just fix the issue. However, we have seen problems occur when devices are on a recent OS and users are not preventing the app from working as I described above. We are continuing to investigate these issues.
There shouldn't be any reliance on end users at all and the agent should not stop running in any case unless the device is actually off, it should also restart as soon as the device is turned on. Surely the agent should not need to be started by end users every time they turn on their devices?
Can someone please answer in what scenarios does the agent stop running? Any decent security product would not normally work this way unless a service is stopped or the app is uninstalled.
We've also found that the Webroot Locate function under Lost Device Protection is flaky at the best of times or doesn't work at all - and we have GPS enabed on all our devices. We can only locate a device after manually opening the Webroot app on the actual device which completely defeats the purpose. The Apple iCloud find my device function works fine. Has anybody else had this experience?
Apologies for the inconvenience.