Webroot Mobile Security and Antivirus Android app - [UPDATE] Battery Usage Issue


Userlevel 7
Badge +47
  • Community and Advocacy Manager
  • 1389 replies
Update - 4/20/19 - WSA Mobile 5.5.5.38787 is now available to all users in the Google Play store. You will receive an update notification soon if you haven't already. This release improves app performance, notifications, and scanning functionality.

If symptoms persist after upgrading to version 5.5.5.38787, please open a Support Ticket.

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Update - 4/17/19 - WSA Mobile 5.5.5 is now available to all users in the Google Play store. You will receive an update notification soon if you haven't already. This release improves app performance, responsiveness, automatic scanning functionality, and battery consumption.

Customers who have already installed our beta version are on the latest version. No action is required on your part. The beta group will be closed when we release the next version of WSA Mobile and you will be notified to upgrade to the latest release.

If symptoms persist after upgrading to version 5.5.5, please open a Support Ticket.

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Update: 4/12/19 - We have issued a new build to address recent issues affecting Webroot Mobile Security users on Android.

Version 5.5.5 improves app performance and responsiveness, and will address the issues some users are having with higher than normal battery utilization. This new build is being rolled out in phases to users so it may take a few days for all users to get the update.

Customers who want to get the new version right away can use this link to upgrade. Webroot apologizes for any inconvenience users experienced.

To see if you have already been upgraded to version 5.5.5, check the version information of the installed Webroot Mobile Security app. To do that, open the app, on the Home screen tap the Android menu button, tap About.

(Japan Only) Customers who were not part of the initial rollout who want to get the fix more rapidly can open a ticket with our customer support team who can advise further. Webroot apologizes for any inconvenience users experienced.

Please be aware that the Google Play store will present this app as an “unreleased version" and will prompt you to “Become A Tester”. Click the link to proceed, however please disregard the instructions and information about the testing program. Webroot will release an update to this 5.5.5 version automatically, which will remove the Beta Tester designation. There will be no additional action required on your part.

By downloading and using the software in this link, you agree that such software is (1) in the beta stage of development and (2) considered “Evaluation Software” under the Webroot SecureAnywhere Solution Agreement that governs your use of the Mobile Software.

If symptoms persist after upgrading to version 5.5.5, please open a Support ticket.

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Update: 4/10/19 - Testing – We are making progress on the issues regarding the Webroot Mobile Security and Antivirus Android app. Thank you for your patience while we are continuing to work on fixing this issue. Our latest test build improves app performance, responsiveness, and scan times but we are still working through one blocker.

Before we’re able to release this app to everyone in the Google Play Store, we still have some additional testing that needs to take place.

We will keep you updated with any changes.

Again, sorry for any inconvenience you may have experienced.

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Identified - We are aware of an issue regarding the Webroot Mobile Security and Antivirus app. Some Android users have reported an increase in CPU usage and battery consumption.

This issue has been identified and is being investigated. Impacted users are still protected and there is no action that needs to be taken at this time.

If you are experiencing this issue, please leave your Manufacturer, Device, and Android version information below.

For more information, please contact our support team here.

We will keep you updated with any changes.

125 replies

Userlevel 1
  • @Virtualpb
As you instructed Lost Device Protection was set in Webroot to On position. Once removed the gray shadings returned to active and I was able to un install.
Thank You.
Stargategreen
Userlevel 7
Badge +55
@Virtualpb may I ask if you have received a Webroot update from the Google Play Store? I went and reinstalled Webroot and when I went to click install I saw a box that said update. Which I clicked on. But I didn't see a version change either. So far Webroot is behaving but time will tell once I disconnect my external charger.


Userlevel 6
Badge +19
@Ssherjj -
I just updated yesterday when I checked the Google Play store and saw an update (app details showed Mar 28, 2019 with the same What's New message from your pic).
I did not uninstall/reinstall. The last time I uninstall/reinstalled was a few weeks ago when I went from beta to the production version of the app.

Actually, I do notice that alot of my apps have frequent updates recently on the Play store. I don't know if there's version change or not but I remember thinking "didn't I just update this app yesterday/a few days ago?".

I think I have also seen in the notification logs that the Google Play services sometimes update apps in the background even if I have the setting NOT to automatically update apps. But I can not verify since the logs do not go back far.

--Patrick--
Userlevel 6
Badge +20
@freydrew

Samsung S7 running on Oreo, consumed 64% of battery after a night. 😥

No draining issue on my newer phone Huawei P20 Pro on Pie so far, but having Error Code 1011 Limited or no connectivity (which already been discussed during beta, but no follow up ).

https://community.webroot.com/wsa-for-home-beta-73/android-beta-webroot-mobile-security-av-keeps-on-crashing-337628

https://community.webroot.com/wsa-for-home-beta-73/android-webroot-beta-v-5-5-3-35435-337666

Thought everything back to normal after quitting Beta channel & going back to release channel , nightmare again after the new release version v5.5.4.36995.



Thank you.
Userlevel 7
Badge +18
Seems to have been an update over night I've just down loaded and installed this version:- Ver.5.5.5.37711 checking how it goes!
Userlevel 7
Badge +55
I heard back from Support this morning :


Our development team is aware of this issue with the latest mobile app update and is currently working on a fix which will be released as quickly as possible. We do apologise for any inconvenience caused, we will look to have this issue corrected soon.

Please let us know should you have any additional questions.

Kind Regards,
The Webroot Support Team

I currently have Webroot SecureAnywhere uninstalled. It is just burning up my battery.
Userlevel 7
Badge +26
I hate to say, but if you're using Webroot on your phone, you should disable or uninstall it. At least until they release a fixed version. It's obvious at this point that something in the app is causing the app to constantly run, which in turn is causing high CPU usage, which is causing your phone to heat up due to high battery usage. By continuing to use the app and continuing the high CPU usage and high temperature from the battery, you run the risk of burning up components in your phone.

I suggest uninstalling it and watch for a new release. Once it's out, install it and see if you get better results. If you do, great! If you don't, report your findings so Webroot can continue trying to fix the problem. However, don't let an app destroy your phone. I understand you want it to be protected. You'll be really protected when the battery expands or a capacitor expands making it so you can't power your phone on due to overheating.
Userlevel 7
Badge +55
Hey everyone,

I made another update on the first post but wanted to provide an update here as well.

Update: 4/15/19 - We have issued a new build to address recent issues affecting Webroot Mobile Security users on Android.

Version 5.5.5 improves app performance and responsiveness, and will address the issues some users are having with higher than normal battery utilization. This new build is being rolled out in phases to users so it may take a few days for all users to get the update.

Customers who want to get the new version right away can use this link to upgrade. Webroot apologizes for any inconvenience users experienced.

To see if you have already been upgraded to version 5.5.5, check the version information of the installed Webroot Mobile Security app. To do that, open the app, on the Home screen tap the Android menu button, tap About.

(Japan Only) Customers who were not part of the initial rollout who want to get the fix more rapidly can open a ticket with our customer support team who can advise further. Webroot apologizes for any inconvenience users experienced.

Please be aware that the Google Play store will present this app as an “unreleased version" and will prompt you to “Become A Tester”. Click the link to proceed, however please disregard the instructions and information about the testing program. Webroot will release an update to this 5.5.5 version automatically, which will remove the Beta Tester designation. There will be no additional action required on your part.

By downloading and using the software in this link, you agree that such software is (1) in the beta stage of development and (2) considered “Evaluation Software” under the Webroot SecureAnywhere Solution Agreement that governs your use of the Mobile Software.

If symptoms persist after upgrading to version 5.5.5, please open a Support ticket.

Well I got the new version installed but the scanning remains the same in about 1 to 3 seconds which is not normal and time will only tell on performance?

Userlevel 6
Badge +20

Hey everyone,

I made another update on the first post but wanted to provide an update here as well.

Update: 4/15/19 - We have issued a new build to address recent issues affecting Webroot Mobile Security users on Android.

Version 5.5.5 improves app performance and responsiveness, and will address the issues some users are having with higher than normal battery utilization. This new build is being rolled out in phases to users so it may take a few days for all users to get the update.

Customers who want to get the new version right away can use this link to upgrade. Webroot apologizes for any inconvenience users experienced.

To see if you have already been upgraded to version 5.5.5, check the version information of the installed Webroot Mobile Security app. To do that, open the app, on the Home screen tap the Android menu button, tap About.

(Japan Only) Customers who were not part of the initial rollout who want to get the fix more rapidly can open a ticket with our customer support team who can advise further. Webroot apologizes for any inconvenience users experienced.

Please be aware that the Google Play store will present this app as an “unreleased version" and will prompt you to “Become A Tester”. Click the link to proceed, however please disregard the instructions and information about the testing program. Webroot will release an update to this 5.5.5 version automatically, which will remove the Beta Tester designation. There will be no additional action required on your part.

By downloading and using the software in this link, you agree that such software is (1) in the beta stage of development and (2) considered “Evaluation Software” under the Webroot SecureAnywhere Solution Agreement that governs your use of the Mobile Software.

If symptoms persist after upgrading to version 5.5.5, please open a Support ticket.
Well I got the new version installed but the scanning remains the same in about 1 to 3 seconds which is not normal and time will only tell on performance?


The scan speed is a bit unreal, not sure the scan is really working.
Userlevel 2
Badge +3
@freydrew

How about addressing the ongoing issues with the 5.5.5 release not actually performing a scan? Paying customers deserve some sort of response. Multiple people have reported this.

Thanks.
Userlevel 5
Badge +17
I have sent a message to Support about the scanning behaviour of the new app.
I will post if I get any reply from Support.
Userlevel 7
Badge +47
We've got another update for you:

Update - 4/20/19 - WSA Mobile 5.5.5.38787 is now available to all users in the Google Play store. You will receive an update notification soon if you haven't already. This release improves app performance, notifications, and scanning functionality.

If symptoms persist after upgrading to version 5.5.5.38787, please open a Support Ticket.
Userlevel 6
Badge +19
I am experiencing high battery consumption of Webroot Mobile SecureAnywhere v 5.5.4.36995 since updating it yesterday early afternoon April 2, as others on this forum and on the Google Play store have reported

Phone: Google Pixel (1st generation), Android 9 with April 2019 Security Updates applied soon after 12 am April 2.

  • I did notice the phone getting unusually warm sometime after SecureAnywhere was updated yesterday, but have not experienced it since last evening.
  • I now notice a brief pop-up window flash on screen periodically today but am not able to see what was displayed whether it was an OS message or from an app. This was not happening before update of Webroot or installation of Android April Security Update
  • Attached screen capture shows SecureAnywhere battery consumption of 28% while my other apps stay in the single digits.
  • Interesting to note in the screen capture that the amount of time used by SecureAnywhere and Google Play Store are high. Don't know if they're correlated or not, or in conjunction with applying/optimizing Android April 2019 security patch.
  • SecureAnywhere is not battery optimized (I can not seem to make the battery optimization setting to stay set to "on" for this app. However, I am able to toggle it on/off for other apps that previously have not been battery optimized.)
--Patrick--

Userlevel 7
Badge +55
I'm looking for it but my phone doesn't see this version 5.5.5.37711?
Userlevel 6
Badge +20
I'm looking for it but my phone doesn't see this version 5.5.5.37711?

Same here, cannot locate this version on two phones.
Userlevel 7
Badge +55

I'm looking for it but my phone doesn't see this version 5.5.5.37711?Same here, cannot locate this version on two phones.


I'm also not finding this version...
Userlevel 7
Badge +18
Here's proof screenshot of App updated this morning from Google Playstore:-

Userlevel 7
Badge +55
It seems or possible that Webroot may have pulled that version?
Userlevel 7
Badge +55


Well I got the new version installed but the scanning remains the same in about 1 to 3 seconds which is not normal and time will only tell on performance?

The scan speed is a bit unreal, not sure the scan is really working.

I agree but we don't know if it's the new normal? We aren't told what to expect.
Userlevel 7
Badge +55
Webroot Beta has just triggered an update. Scanning is still too fast just like what everyone is posting. I haven't left the Beta yet either.


Userlevel 7
Badge +55
Hi @SXR6 ,

Yes, Would you please let us know what they say about the scanning issue if you do get a response.

Thank you!
Userlevel 5
Badge +17
I just updated to a new version 5.5.38499 and the scan worked on my Pixel 3 XL.

Userlevel 7
Badge +47
With the Introduction of Webroot Mobile Security 5.5.5, we have improved the way we scan files and identify malicious activity on your device. We initially scan all files on your device and cache the results for those files. We then actively monitor your device for updates or changes and will scan any newly added files. We are in the process of rolling out an upgrade to the app to properly display a scan progress bar.
Userlevel 7
Badge +55
With the Introduction of Webroot Mobile Security 5.5.5, we have improved the way we scan files and identify malicious activity on your device. We initially scan all files on your device and cache the results for those files. We then actively monitor your device for updates or changes and will scan any newly added files. We are in the process of rolling out an upgrade to the app to properly display a scan progress bar.

Thank you for that information Drew! Sounds good!
Userlevel 7
Badge +47
I have been experiencing this battery drain and high CPU issue since the last Webroot Mobile update.

Samsung Galaxy Note 8
8.0 version

I have already submitted a Support Ticket hours ago.

Thanks @freydrew

Sherry


Thanks for submitting a support ticket. This is very helpful!

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