I've recently been having a lot of hassle with Webroot causing my Windows 7 PC to hang/lock-up when I exit my preferred games software (CMx titles from Battlefront.com).
All of the titles are now allowed in my Webroot settings (which had cured earlier incidences of the problem with a single title), yet the problem now persists with all of them. When I exit the game the software hangs, Ctrl,Alt & Del allows me to end the task, but the game .exe remains visible in task manager. Taskkill commands fail as they do not see a running instance of the .exe despite it being visible in Tasklist.
Reliablility and non interference with my gaming was why I switched to Webroot in the first place and as my licenses are due for renewal soon, it's likely to be why I switch again unless someone can point me toward a cure for this irritating issue.
In hope, all the best
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(i) your issue will most likely be solved by the inclusion of the Exclude Folders feature in the Home version of WSA...as and when it is release...hopefully soon,
(ii) you have raised this with the Support Team, they have responded...unfortuantely in a manner that you are not happy with...and on that score there is little or nothing that we in the Community can do...except to say keeping on taking it up with the Support Team &
Here also is my entirely personal opinion: I know that it can be very frustrating when things like this happen and one’s immediate reaction is to lash back at the perceived mediocrity/incompetence of the AV concerned but…no AV is perfect and it can happen that there is an undesired conflict between it and another app. Neither Prevx was, nor Webroot is, nor any AV however good it is, will be entirely immune to this possibility, and just because you are the unfortunate person who became victim to such an incompatibility does not mean that Webroot therefore is “useless”, “idiot company”, “going downhill” etc. Interestingly in fact, you are the first person I have ever come across who feels that Webroot is going downhill in relation to its predecessor Prevx. Moreover, I for one have used Prevx->Webroot for over ten years now and my experience is (fortunately) not similar to yours; in fact, if anything, it is the contrary.
If the above summary of your case is correct however, it does mean that the technician in Support that you spoke to over the phone did not deal with the underlying problem (and I am concerned that you contacted them by phone after opening a ticket and sending log-gathering files as the person on the phone dealing with this may have been entirely unaware of your existing communications; in fact, I would very much encourage only communicating with Support by mail: even though slower, it should imho turn out to be more thorough).
As I say,
Just my 2c for what it’s worth… or maybe not worth… 😠
We have reviewed the Webroot logs, that are automatically uploaded to us by this ticketing system and there were quite a few files running on your computer that had not yet been classified in our determination database.
When Webroot detects unclassified files and processes it will monitor these files for malicious behavior.
It will also journal any changes made by the files so that when the files are eventually classified and if they are classified as bad the changes can be rolled back.
This is the information that fills up the folder.
After analyzing your logs, we have white-listed (classified as good) the unknown processes which SecureAnywhere had been monitoring on your system.
You can go ahead and run a new scan of your computer now to update. (click "Scan My Computer" in the Overview window of SecureAnywhere).
This should resolve the issue.
Did he bring to Support's attention back in January that his OS was crashing/hanging when he exited Battlefront whilst Webroot was monitoring updated Battlefront files—as you yourself had emphasised he should do? And that this behaviour did not happen when Webroot was disabled?
Was Support able to see evidence for this in the logs he sent them with the log-gathering utility at that time (Sorry, I wasn't clear in my previous post that I was referring to the log-gathering results he sent back then in January)?
If so, what were they able to do to resolve this situation?
And ditto for his most recent communication with Support.
Sorry, questions questions questions 😞
Please Webroot, will you actually go to some effort to resolve the problem or I am going to be contacting you about half-a-dozen times a year minimum.....Waste of your time and mine.
Not to mention the fact that this is knackering my hardware!
Round & round & round we go!
They gave me a whole bunch of advice on how to solve problems I was never seeing and then told me that if the problem reoccurs (which of course it will, regularly) to report it so they can blanket whitelist everything again. I don't think they have a clue why this is happening, nor do they care as far as I can tell.
The problem went away with that game (Combat Mission Fortress Italy), only temporarily of course, but I haven't got round to doing the reinstall yet as I've been rather busy with real world things.
Now to add to my joys another Battlefront game (Combat Mission Black Sea) has been updated, so naturally that one is hanging my system on exit instead.
Despite my efforts, Webroot just don't seem to be listening.
I'll do everything I can to keep facilitating this communication.
Removed by Moderator
Apparently they have forgotten what country I am in and are unaware that their customer support line is NOT free in the UK.
The level of incompetence displayed here is simply astounding!
I have given them my phone number and even provided the dialling code, last time that combination proved far too complex for them to put together, let's see if they've improved any.
Frankly I'm not optimistic.
More game updates are imminent and I've just about had enough, I've posted in several threads at Battlefront warning against Webroot and have received many recommendations for Avast.
As stated in my prior post, I'm having our Threat Team look into this and I would sincerely your patience before sharing their findings.
I am very disappointed to see my post above edited, frankly they are your tech team and you should take responsibility for their output.....I've been pretty damned patient so far, but it's wearing very, very thin indeed.
You know the drill...to get files whitelisted in the Webroot Cloud you need to open a support ticket to advise the Support Team of your requirement.
Huge thanks to Lucas in the escaltion team for his diligence & patience. Thanks also to Muddy7 for pointing me towards the right people for the job.
Will report back as soon as one of the tiles updates next.
While this is still not quite the PrevX that I recall (simply because I never had to contact them), it does demonstrate that the team can solve most issues once they are brought to the attention of the right individual.
If Webroot is active when I exit the game my system hangs irrecoverably, requiring a hard shutdown with the power button.....If Webroot is not running everything behaves normally.
I've reported this in my (multi-year) support ticket, but have not received a reply.
F**k me I've been more than patient!
In terms of how WRSA works what support have highlighted is the 'solution' or the way to resolve the issue...the issue is that the whitelist/Webroot threat determination engine in the cloud is not picking up, analysing & classifying the latest patch level, for the particular game that you are playing, as quickly as some others.
If you think of the number of apps that need to be covered and the number of times a day that these apps as a whole are patched then it is apparent to me that in some cases/at some times the updating of the whitelist will fall behind. In the same way as I am sure that there will be times when a patch is issued & whitelisted before you come to play for the day and therefore you 'suffer' no inconvenience.
The WRSA design however gives us several advantages over traditional AVs/AMs in that it is light & fast as a result...but as we occasionally find there are some downsides. And possibly more so when the apps concerned are perhaps more esoteric/less mainstream than others.
Now, I am not trying to minimise the issue...just explain why it has happened and why it will most likely continue to happen...occasionally.
Let me make this absolutely crystal clear for you.....That is quite simply not an acceptable definition of 'Monitoring Processes'.
Have you opened a Support Ticket, and informed the Support Team of what you are seeing? If not then I would recommend that you do so as soon as possible.
That's why I'm so annoyed, they keep providing a temporary fix, then a new game or module or patch comes out and the exact same problem recurs every time.
If the latter, and as far as you are concerned, there has been no suitable reaction (in your view) from Support then I believe that you have a simple choice; either stick with the current position or sadly, from my perspective, move on and find a new AV/AM that caters better for your specific needs (or more correctly your specific system set up).
If the former then you could try looking into shifting your licence to that version of the product; having said that I have to say that I suspect that at the core the versions are the same and that therefore there may well be no impact...but it is an avenue to explore...just in case.
We are never pleased to see a user leave the fold but at the end of the day no one AV/AM will suit everyone's systems (I have had real issues with BitDefender in the past...and many people elsewhere on the web rate it...but it crashes my system on install)...so finding something else that works for you may be the only way to resolve this...much as it pains me to say so.
I HAVE WINDOWS 10 & GAME APP STEAM. I have appox 40 games that had been downloaded from steam. Now I'm only allowed 1 game to download & play. I'm a single player. When trying to download 1 of my games or downloaded a new game, a message appears stating I don't have enough space on drive c to complete download. I have 2 usb drives connected to a 3 year old HP gaming desktop, with 3 & 4 tbs. How can I switch from drive c to let's say drive c to have more storage space for my STEAM games. Also how do I get drive x to work with steam games and play?