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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The best thing to do is to Open a Support Ticket, and ask Webroot Support to take a look this for you. There is no charge for this if you are a WSA license holder, with a current subscription.
And check these settings
Please have a look here at this PC User Guide articles that can help you
Controlling active processes
Managing protected applications
Managing active connections
P.S. — sorry you're not a Fan:catsad:
Whilst it is true that I am not a fan of most of the bells and whistles that come with Webroot SecureAnywhere , and also that in the past I had loads of frustration with the Web Filter Browser Extensions (now thankfully very much a past negative experience), this is really the first time I have ever seen someone complain about Webroot SecureAnywhere as an anti-malware going downhill in relation to its predecessor Prevx. All other comparisons I have seen and heard have been only positive as regards to the evolution from Prevx to Webroot. What is more, I understand that Webroot SecureAnywhere is particularly popular among gamers.
I will therefore be extremely interested to see what Support come up with when they analyse your logs.. What you are experiencing should definitely not be happening! I believe Support should be able to resolve your problems.
EDIT: It may be helpful to add, for information, that I also was a user of Prevx (for about five years) and have been a user of Webroot for just over five years.
So now I understand what the problem is and it could happen again. This is because of the way Prevx/Webroot Secure Anywhere is designed. As you may already know, Prevx/Webroot is a bit unique inasmuch as it classifies files not only into good [g] and bad [b] but also unknown [u] when a new file appears and they do not yet have enough information to say whether it is good or bad. The unknown [u] files are monitored and their activity journaled (so that if they are subsequently found to be malicious all malicious actions can be rolled back). This is one of the things that makes Prevx/Webroot unique.
It seems that a new version of Battlefront had unknown [u] files and that the journaling of those files was messing up your computer when you closed down Battlefront. This may happen with subsequent new versions of Battlefront games. If it does, you need to contact Support and ask for those files to be whitelisted.
How do you know which Battlefront files are unknown [u] and therefore being journaled? Right-click on the Webroot icon in the taskbar and select Save a scan log. The last scan log will then open and at the top of the log will be a list of all unknown files. You will be able to detect which are Battlefront files by examining their location.
To get these files whitelisted you need to do a copy and paste of these files to a Support message and ask Webroot to whitelist them.
Having said that, this behaviour (your computer crashing) should not be happening in the first place!!! Did Vinnie deal with that problem as well or did s/he just whitelist your unknown files? If you write to Support to give them feedback, you should query whether this second problem (computer crashing when Battlefront is closed down due to new unknown [u] Battlefront files that are being monitored by Webroot) has been fixed and if not ask that they deal with it pronto (as you say they promised to previously by saying they would phone you)! As I said, this should NOT happen!!!
Hope that helps!!
Keep us posted ;)
By the way, you can also check which files are at any particular moment being journaled by double-clicking on the Webroot icon in the taskbar to open up the Webroot GUI window, then clicking the cog icon to the right of the "Utilities" tab, then clicking the "System Control" tab and finally clicking the "Start" button underneath "Control Active Processes". You will now be able to see which Active Processes are being "Monitored" at that particular moment (as well as those that are being Allowed and those -- if any -- that are being Blocked).
Hope that also helps.
If I don't get an answer in the next 2 days I will call back following your suggestion (I'm in Italy).
I've re-opened the support ticket on your behalf to help expedite the process. In the future, sending our Team a support ticket is the most sure way to get the Support you need in a timely manner.
I'll do everything I can to keep facilitating this communication.
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.
Thanks for the reply.
Well, whilst I appreciate your position I think that it is best that you await a reply to your support ticket (please do not update it to ask where things are with a reply...any update just pushes it to the back of the queue). I will ping
Having said that this issue must be solely related to Windows 7 as I started with PrevX (in fact an alpha & beta tester back in the day for PrevX 4 which was never released as Webroot bought the company) and then naturally moved to WSA...and have never looked back with WSA being streets ahead of PrevX 3 (naturally enough) in terms of protection, etc. & I have never suffered these issues under Windows 7, nor in Windows 10, but then again WSA has moved on since then.
Best approach is to await the Support perspective on this...but do come back here if that continues to take time to happen, and we can see if there is anything we can do to help.
PS. Emoticons are not in the province of Webroot to change unless they change what powers the Community at present. ;)
Support Number: 1-866-612-4227 M-F 7am?6pm MT
Send us a Support Ticket: https://detail.webrootanywhere.com/servicewelcome.asp
Yes, I'm afraid that Webroot Support are not as superlative as Prevx used to be but that was always going to be an extremely difficult target to equal/excel as (at least from my experience) Prevx Support was the most amazing Support I have ever encountered from any company in my entire 66-year life. Period. Having said that, it is not good that you were kept waiting so long nor, as you put it, that their right hand didn't know what their left hand was doing. I can understand your frustration!
But also as you say, once they get down to business, they do a bl**dy good job!
Maybe you should get back to them to point out: 1. how happy you were with the way they resolved your problem. 2. your frustration and disappointment regarding the communication problems you have described to us in this thread. It is a pity this happened to you and if you give them feedback, maybe it will help them to improve in the future.
Also, can you let us know, for future reference, what the underlying problem was that was causing your computer to crash when closing your Battlefront game? Whether it has been resolved for all Battlefront games users and not just for you? And whether you did get a personalised phone call to resolve the issue, as promised? And out of sheer curiosity (if you know), who was the engineer who addressed your issue?
call them early to avoid the wait time. They answered after the third ring.8)
And please, please DON'T phone. Use the email Support link I refer to above.
Whitelisting = good because it is the Webroot malware database signalling to the local Webroot AV engine on your device that the Battlefront files are now trusted not to be malware. So the fact that the files have been whitelisted shows that Webroot is doing the job it's designed to do. That in itself is good NOT bad.
Whitelisting ? enough in your case as, for some reason, there is some kind of conflict going on between Webroot and your Battlefront game software (I presume) when Webroot is monitoring Battlefront files. Webroot needs to get to the bottom of this.
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.
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.
For some reason your UK tech-support call centre is closed at 11:35am GMT.....I thought I was a late starter in the morning!
Have you sent them your logs? Obviously, this will be important to allow Webroot to resolve the problem for you and for other Battlefront games users.
Keep us posted 😃
By the way, I presume you converted your phone number to international format, i.e. +44 for the UK (Note: from the US, the international code is not "00" as it is throughout Europe and indeed most of the world 😠, which is why you should put "+" and not "00") and then dropped the zero at the beginning of your number?