Best answer by Rakanisheu RetiredView original
Best answer by Rakanisheu RetiredView original
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I'm using Win 8.1 64.
Same results every time: Physical RAM is low, though the PC is using only 2 of the 16 GB. No other programs running, and largest process is explorer.exe around 300 MB,
I've also got WSA on a Win 8.1 32 with only 2 GB of RAM, and I've never seen a low RAM warning on that one.
The reason for posting in this thread was because I also get the "explorer memory leak" notification in the analyzer on the 64 bit PC, and I wondered if the two notifications could somehow be related (I guess not).
As Baldrick pointed out, it is just a tool.
Are you having any performance issues?
Webroot does have an excellent Tech Support Team and if you are experiencing any performance issues or are further concerned, please feel free to contact them by submitting a support ticket
Let us know if we can assit you with anything else and come often and post!
I have a Dell XPS, Window 8.1, with 16 Gig of Ram. 64-bit.
When I turn on my computer, If I Double Click on a folder, It suddenly kind of freezes and If I have to wait about 10 seconds for the Folder to open. After that there is no problem, It only happens when I Turn on my computer,
I think Window 8.1 Is Horrible. I never had these Issues with my window 7.
I don't use any Apps from the Apps.
Also I have installed this Classic Shell. http://www.classicshell.net/
Therefore I can have my screen to be as window 7.
I personally Hate the Window 8 Interface.
Any Helps for me ?
When you turn on your computer, are you double clicking the folder immediately? Try giving it a few seconds before you doubleclick the folder. It takes a few seconds for everything to finish loading.
I think Baldrick was looking into it, and hopefully I can solve this Issue soon
Nice to see you!
Graphics RAM is low which is impacting performance (this shouldn't be)
An active process has a possible memory leak (explorer.exe)
An active process has a possible handle leak (svchost.exe)
My issues began the begining of the September when there was an update issued from WRSA. Then the other day on 9/28, I started getting a "file name warning" for c : program and can no longer run the 3D graphics portion of Photoshop due to low RAM. When I looked into hidden files, found c: program and the properties listed it as being from WRSA. I just found this thread and this has been ongoing on for some time. It is disheartening to read that as of yet no solution has been found by WRSA and it continues to be promoted as compatibel with the 64 bit OS, is that is the case.
I'm a first time user of WRSA and am not feeling very confident that their product will be able to protect my system.
Did you read what Lucas (TechToc) said here? https://community.webroot.com/t5/Webroot-SecureAnywhere-Antivirus/Explorer-exe-using-up-to-300mb-RAM/td-p/60523/page/27 and if you continue to have issues please Submit a Support Ticket and they can look into it your specific issues.
Taking a unbias step back, whether or not MS is right or wrong with what they are doing with "their" operating system, it would be WR's responsibility to work around any/all issues if they are to market a product usuable with any OS. I'm not saying they aren't or that their product is not valuable but the two seem to have a few kinks that need ironing out.
While we can control what we do, we have no control over what Microsoft chooses to do as a result. The Explorer process detects the inclusion of a non-Microsoft injected DLL and adds some additional buffers in place in the event that DLL causes a shell crash.
I hope that helps add another side to the coin when considering this behavior.
Let me reiterate, I really am not looking to fault Webroot, their products or point a finger in either direction regarding why or where the issues stem from. As a consumer I just want the product to work, point blank. I don't want warnings popping up at all but since I don't live in a perfect world, stuff happens.
A bit more history....
I looked into properties, saw the file in question belonged to WR, naturally I contacted WR for advise and a resolution. When I was logged on with a Geek Squad Tech, he repeatedly told me this was not from WR, was not covered and I would need to sign up for an additional membership with them to have my system checked. During the remote session I showed him the file (which he was unable to locate), the properties and stated that I did indeed feel it was. He didn't agree. I thanked him, put in an additional request regarding that session and sent a message to Webroot directly. The Webroot Support Team, who really provide excellent customer service, on a scale of 1 to 5, they'd get a 10, absolutely no complaints regarding their speed of return reply and suggested resolutions. That applies to this and the issue earlier in the month with the WR Upgrade that caused havoc on my system, I feel that was the start of these issues.
Honestly, I don't, nor should I be expected to care one way or the other where the fault lies or the reasons why there is a problem, that doesn't resolve my computer issues.
WR did get back to me right away, suggested the rename and reinstall of WRSA. It worked great for a day. Now I have an additional file name warning but it's for the renamed file of c:program.exe, am I to rename and reinstall WR daily?
From my perspective, yes, only my perspective
I have two products...
- Product A (computer with Windows 8.1, 64bit OS)
- Product B (Webroot)
from what I've read here...Product B states they are working on a fix to the ongoing issue that has been caused by Product A.
I don't think Product A is going to adapt to accommodate Product B anytime soon. So, the fix then falls onto Product B if they want to be considered as a viable component for use with Product A. If they cannot fix it, there is a problem at this present time and therefore they are not completely compatible, simple math, it a yes or no, without explanation of where it initiated from.
We cannot eliminate Product A and am sure WR is doing what they can to resolve it. However, in the meantime, at minimum it would be appropriate to state there "could" be compatibility issues running the application on this system. It's documented here that at this time WR cannot resolve.
Sorry for my very long winded reply but I am getting frustrated and concerned about system integrity due to the ongoing issues.
Hello gambs. Firstly, you can be absolutely assured that there is no actual incompatibility between the two softwares, and SecureAnywhere is protecting your Windows 8.1 system at the deepest possible level, maintaining complete integrity. It shouldn't affect anyone with sufficient RAM. They will fix it for sure, but it isn't of the highest priority, since there are no serious issues evident.
I'd ask you to go back and consider fully some postings by JoeJ and TechToc.
Specifically these may help:
"Ultimately this issue isn't one with WSA, it is one where Microsoft has coded in a fault tolerance limit for Explorer (or other processes) to prevent crashing. The additional memory usage (mostly reservered and not written by the way) is just a way to ensure your shell doesn't crash when something goes wrong." (page 27)
"The behavior of Explorer is a result of Microsoft building fault tolerance into their software to prevent against crashes. This IS a good thing. It increases the overall stability of the operating system.
While we can control what we do, we have no control over what Microsoft chooses to do as a result. The Explorer process detects the inclusion of a non-Microsoft injected DLL and adds some additional buffers in place in the event that DLL causes a shell crash." (page 30)
"the higher Explorer RAM is allocated by Windows in such a way that it will not impact system performance in any measurable or noticeable capacity. If you're experiencing any system performance degradation, I suggest writing into our support team so that they can inspect your logs and correct the issue." (page 5)
Anyway, this wasn't the major concern of my issue, just another thing that came up when running WR tools after the c:program file name warning came up and I did, as always submit a support ticket, which I mentioned a few times here 🙂 it worked for a day and now is coming about the suggested rename from support....
Over and out, you win, I'm done :)
My guess would be that some files on your system probably need whitelisting, which would show up in logs. You didn't say if any whitelisting or log collection was done.
Although I don't use it, I'd imagine Photoshop uses a lot of resources? Optimize performance | Photoshop CS4, CS5, CS6, CC
The issue you're seeing is surely a matter for individual support, as already advised. Submit a Support Ticket
Thank you both providing useful suggestions and yes, I have putting in tickets with the poor Support Techs on and off since the begining of September. They are working on it and have been great, as I have said, no problem with customer satifaction on that end.
Photoshop, ohhh yes, can suck the life out of your system 😉 which is why I finally splurged and gave myself the.gift of this computer a few months ago, I am trying to teach myself 3D graphic design and loving it, woohoo!!! The problems only occurring since the WR update last month :(
They did collect a log when the first issue began and it worked like a charm, so maybe that needs to be done again, will see what they say on Monday.
Thanks to all those who have had to read through my rants and those who have tried to offer help!!
Slowly backs out of the discussion....
The issue of C:Program is a truncated WRSA install, that while running, isn't quite running correctly. To resolve it:
If WRSA is running from Program files, uninstall it, and reboot
Rename the file to C:Program.exe
From a CMD line run: C:Program.exe -showgui
You'll see the WRSA UI
From a CMD line run C:Program.exe -uninstall
Follow the uninstall prompts, and reboot
If this doesn't work, please let me know via a PM your email address via so that I can track your case down and we can setup a remote session.
I think since the release of the KB3000850 update this infamous bug seems to be resolved, or at least in my case. It looks like something on Microsoft's end has changed. I have not been able to reproduce this bug since. Explorer is back to normal and other 64-bit applications, which are injected with wrusr.dll, are no longer affected as well.