Solved

Chrome keeps crashing

  • 29 September 2020
  • 8 replies
  • 774 views

Everytime I try to open up chrome, I get the spinning icon and nothing opens.  If I disable Webroot, I can open it up no problem.

 

I am using windows 10 home edition.

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Best answer by TripleHelix 18 October 2020, 16:59

Hello @Kalannar 

 

You can call Support during the week at 1-866-612-4227

Mon - Fri 7 AM to 5:30 PM (MDT)

 

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

 

Thanks,

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8 replies

Chrome - spinning icon and nothing happens on Windows 10 Pro also.  I disabled Webroot and Defender and had success.  Reinstall Webroot and still able to launch Chrome but launch is slower than without Webroot.

 

Userlevel 7
Badge +59

Hello @Kalannar and @msmith 

 

If your issues continue please Submit a Support Ticket as they will want to look into it.

 

Please have some patience as support is busy.

 

Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue. A reply from Support should take from 24 to 48 hours but could take a little longer because of COVID 19 and the Webroot Employees are busy working from home.

 

Thanks,

I can’t submit a support ticket.  It asks for my password, which I provide but then does nothing.  It says it needs cookies for the site to work, when I hit ok, still nothing.

Userlevel 7
Badge +59

Hello @Kalannar 

 

You can call Support during the week at 1-866-612-4227

Mon - Fri 7 AM to 5:30 PM (MDT)

 

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

 

Thanks,

I had  the same issue where Chrome does not start until I disabled Webroot. I just finished a call with Webroot tech support and they informed me of this known issue which recently surfaced.
The instructions which resolved the issue:
Open Webroot.
Open Identity Protection by clicking on the Gears icon next to it.
Click on the Application Protection tab.
There should be an application list that includes a line with chrome.exe, if not click on Add Application.
Change the chrome.exe line from Protect to Allow and the issue is resolved.
 

Userlevel 7
Badge +59

Hello @alexv 

 

Note that is only a work around and when you use Chrome you don’t have the full protection of the Identity Shield under Allow but only when it is under Protected.

 

I have not seen this issue with Chrome and Webroot’s ID Shield. I would suggest you do a clean reinstall of WSA and make sure Chrome is under Protect!

 

I Protect all of these apps without issues!

 

 

 

 

Please follow the steps closely!

  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • Be sure you add your Keycode to your Online Console: Webroot SecureAnywhere Online Console
  • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  • Download a Copy Here (Best Buy Geek Squad Subscription PC users click HERE) Let us know if it is the Mac version you need
  • Uninstall WSA and Reboot
  • Look to see if this folder is gone: C:\ProgramData\WRData and if it’s there delete it. (Hidden Area)
  • Install with the new installer, enter your Keycode
  • Let it finish it's install scan
  • Reboot once again
  • DO NOT import any old settings as you can set it up as you like once it's done

Please let us know if that resolves your issue?

Thanks,

@TripleHelix - Mate i’ve seen this on 15 pc’s now including my own and i run a MSP. This isnt a once off.

Webroot should be treating this as a high priority and a fix needs to be rolled out yesterday.

@alexv - thank you for the work around!!!

Userlevel 7
Badge +59

@dww  sorry I didn’t know there were issues with the MSP’s as this thread is for Consumers so I would suggest you contact MSP and or Business support. I will ping @coscooper to see if he can add anything?

 

All business protection products

Mon - Fri 7 AM to 5:30 PM (MDT)

Open a support ticket

Tel: 1-866-254-8400

https://www.webroot.com/us/en/about/contact-us

 

Thanks,

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