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Webroot + Chrome (sigh)



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@Caravelle wrote:
Thanks.  I can certainly explain what I do and see on my PC and what I have done in clear terms.
 
I was not aware that the extension thing referred to in this thread is something you find in Chrome, not in Webroot.  And the program version presumably therefore refers to the version of Chrome, which I do know how to find.  I simply disabled the identity protection setting in Webroot itself.
 
Caravelle
 
 

Here you go:
 


 
HTH,
 
Daniel
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@Zeusius wrote:
The reinstall was worth a try as it usually fixes most things, I was simply stating my findings and not trying to be ungrateful. Sorry if it came across that way. When I hear back from support I will let the forum know of my findings.

Never we just try a few things and the Support Inbox is the last suggestion!
 
Cheers,
 
Daniel  ;)
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@Caravelle wrote:
Thanks.  I can certainly explain what I do and see on my PC and what I have done in clear terms.
 
I was not aware that the extension thing referred to in this thread is something you find in Chrome, not in Webroot.  And the program version presumably therefore refers to the version of Chrome, which I do know how to find.  I simply disabled the identity protection setting in Webroot itself.
 
Caravelle
 
 

Also to find the version of WSA: http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C12_MyAccount/CH11a_ViewingAccount.htm
 
HTH,
 
Daniel ;)
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Good one @Petrovic as I have seen these issues many times and it should be installed in C:Program FilesGoogle or if 64bit C:Program Files (x86)Google
 
Thanks,
 
Daniel ;)
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@Zeusius wrote:
I have been reading this post as I was having the same problem with chrome not doing anything until I disabled webroot. 
 
However I have just tried turning off the identity shield and opening up chrome again and it seems to have fixed the issue. 
 
So for me at least the problem is with the Identity shield, as I had tried individually turning off the other protection aspects of the webroot with no luck. Not sure if this is the same for everyone else, but worth a try.

Hello Zeusius, and Welcome to the Webroot Community! :D
 
Many thanks for reporting your findings.
 
Userlevel 7
Hi RustyNutz
 
Thanks for the further info...so looks like what Petrovic suggested was correct re. this and so well worth remembering.
 
Glad that it is sorted for you.  If you did submit a Support Ticket it would be a good idea to update it with this information so that Support know that you are sorted and also what it was that resolved the issue for you, and so save them some wasted effort.
 
@Caravelle if yo have not already yo may like to check out what RustyNutz found and carry out a uninstall/reinstall of Chrome so that it resides in either C:Program Files or C:Program Files (x86)...depending on whether you are running 64bit or 32bit WIndows respectively (as suggested earlier by Petrovic).  Worth a try.
 
Cheers
 
 
Baldrick
Userlevel 7
Hi Zeusius
 
Many thanks for the feedback...it is all useful, and as you say some solution may work in some cases for some users awhilst not for others so having a number of alternatives that are know to have worked is always useful.
 
Much appreciated. ;)
 
Regards
 
 
Baldrick
Userlevel 7
Hi Caravelle
 
I believe that Rakanisheu was referring to WSA rather than Chrome...but I also take the point that you make when you state "Vast numbers of users have no idea how to take control of the process - they rely on it to happen automatically.  Webroot has to cater for them too, and they are paying customers." :D
 
So, to check if the issue could be, in your case, due to where Chrome is installed would yo ube able to check that out and let us know...and then perhaps we can ask Nic to raise this more directly with the Development Team?
 
Await your further input on this point.
 
Many thanks in anticipation.
 
Regards
 
 
 
Baldrick
Userlevel 7
Hi Caravelle
 
Yes, for a number of things running a scan does seem to initiate a refresh or at least a transmission of other elements apart from scan information.  If you issue commands from your Web Console  then you will most likely find that they are executed quicker as a result of a scan.
 
But as Petr stated in his post there should have been a silent update of WSA to v8.0.4.68 which includes what looks like a fix for this issue (see this thread for details...if you have not already).  Check that you have this version and if not then initial a manual 'Check for Updates' to get it...but I suspect that you already have.
 
Thanks for posting back with your information...it is much appreicated and most useful to the Community as a whole.
 
Regards
 
 
Baldrick
Userlevel 7
If you can do a quick uninstall/reinstall and see if it helps. Please note that there are multple layers of protection so even if you set Chrome to allow your leaving your PC vunerable.
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I was just saying it in a general sense and wasnt implying you did set it to allow :)
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You didn't try to reinstall chrome?
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Have you tried to install chrome in c: Program Files?
Now it is set in ?:users appdata...
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Hi Caravelle
 
  • Protect. “Protected applications” are secured against information-stealing malware, but also have full access to data on the system. You might want to add financial management software to the category. When you run a protected application, the Webroot icon in the system tray displays a padlock: [img]http://www.webroot.com/En_US/SecureAnywhere/PC/Content/Resources/Images/Icon_lock.png[/img]
  • Allow. “Allowed applications” are not secured against information-stealing malware, and also have full access to protected data on the system. Many applications unintentionally access protected screen contents or keyboard data without malicious intent when running in the background. If you trust an application that is currently marked as “Deny,” you can change it to “Allow.”
  • Deny. “Denied applications” cannot view or capture protected data on the system, but can otherwise run normally.
Read more:
 http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C6_IDProtection/CH6c_ManagingProtectedApps.htm
 
 
From WSA support:
"The issue you are reporting is one we are aware of and we are working to resolve it as quickly as possible."
 
Thank you
Best regard, Petr.
 
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@Blackacre wrote:
I have a pretty stupid question for you then: How do I install Chrome in Program Files?
 

After you've download the installer file you need, open the file and follow the instructions on the screen to complete your installation. For additional help, please visit the Chrome Help Center.
 
Thank you
Best regard, Petr.
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😃 Hello RustryNutz, Great to have you onboard...I'm running the new update of WSAC on my Mac and other W7 pcs. 
So Im not having that problem. Sorry that you have same issues as ous other new member. Hopefully our otther members can help to reslove this since I cant duplicate the senario.
 
Sherry
 
Thanks  for the back up responses. I always learn here too.;)
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Hello Baldrick, love your string of smiley faces by the way. And this forum is pretty peppy on a Sunday. .everyday we learn so much from you all and our new members asking just great questions. .but its not always fun for the ones posting is it?

Hope everone has a great week Monday. ..
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Hello, Zeusisus,..Welcome to the community...where we all are here to support each other with just about anything! Look around join in anytime...

Sherry
Userlevel 1
What did I start ? :catwink:
 
I tried disabling Identity Shield, and Chrome is now back to normal.  I re-enabled it, Chrome went back to sleep.  I re-disabled it Chrome woke up again. However, I do not know how to report the information requested.   I see things like "can you tell me what version you are using?"   Where does it say what version of Webroot one is using ?  There is no Help/About that I can see, Webroot is one of these new-fangled programs which expects you to be psychic (rather like Android apps in that respect).  Help just takes you to an online guide (not much use if your browser isn't working !). And as for "note the version of the Filtering extension that you now have disabled", where is that information hidden please ?
 
Thanks
 
Caravelle
Userlevel 1
Daniel wrote: 
Also to find the version of WSA: http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C12_MyAccount/CH11a_ViewingAccount.ht.. Thanks.  As I said I knew where to find the version of Chrome.  But in both cases, the traditional Help/About would have been so much more user-friendly.    All the programs I write have both a Help/About and little mouseover pop-up boxes linked to everything that can possibly be clicked to explain what clicking them does and why you might want to click them.
 
I've now raised a support ticket.
 
Caravelle
Userlevel 1
I  received advice from support to change all the settings under Identity Protection/Application Protection;
if you see any Chrome files set to "Deny" here, set them to "Allow".  
 
As my settings were all on "Protect" I replied asking what I should do. The next reply said:
The issue occurred with the new Chrome update. The updated files since then have been white listed, and you should no longer be experiencing this problem. If you are, please run a scan and Webroot should be notified of the change automatically, without changes to the ID shield. But setting these files from Deny to Allow should resolve this issue completely. If everything is set to Protect, you should not have issues running Chrome. 
I can't find anything in the online Help on this Application Protection function which explains what "Protect", "Allow" and "Deny" are supposed to do, but if the idea of Webroot is to protect me, then "Protect" sounds like the one I should be using.  Can anyone explain in plain English what the difference is ?
 
I have run a scan twice.  Chrome does not work with the settings on Protect.  It does if the settings are "Allow".
 
Back to Support again...
 
Caravelle
Userlevel 1
Thank you, but what is the definition of "protected data" ?  I am not being awkward, I am simply trying to get to the bottom of what is being protected here and how Webroot knows what data I want to protect and where it is.  And under "Allow" why would anyone NOT want an application secured against malware ?  I do not know enough about <any> application to trust it, and even if I decided to trust it that would not stop it from being infected after my decision was made.  It just makes no sense to me.
 
I have done some time-consuming experimenting and this is the text of my latest approach to Support:
 
I have gone through the Chrome files set to "Allow", switching them back to "Protect". Chrome continues to work with all of them set to Protect apart from "new_chrome.exe in c:usersmichaelappdatalocalgooglechromeapplication". Setting that to "Protect" stops Chrome from going to any websites.  Caravelle
 
 
Userlevel 1
The odd thing is, Support don't seem to be giving any advice to install Chrome other than where it installs itself.
 
Having told them precisely which file is causing the problem on my system and where it is, this is the latest response I have had:
 
Thank you for this information, we will forward it to the development team. Using Allow for these files shouldn't cause any issues. Thank you for your patience as we work to resolve this issue. Let us know if you need further assistance.  But then they don't seem to be reading what I say.  It's using "Protect" that causes the issue !
 
Caravelle
 
 
Userlevel 1
I'm still waiting for a further response from Support.
 
Rakanisheu wrote 
If you can do a quick uninstall/reinstall and see if it helps.Is that uninstall/reinstall Chrome or Webroot or both ?
 
I agree on the point that we should not be tinkering with where Chrome installs.  Vast numbers of users have no idea how to take control of the process - they rely on it to happen automatically.  Webroot has to cater for them too, and they are paying customers.
 
Caravelle
Userlevel 1
This is what I told support earlier:
 
Chrome continues to work with all of them [the settings] set to Protect apart from "new_chrome.exe in c:usersmichaelappdatalocalgooglechromeapplication". Setting that to "Protect" stops Chrome from going to any websites. Searching my C: drive for the word "Chrome" produces a screen full of files all in the same appdata path, apart from the shortcut on the desktop. I'm afraid it will be a while before I can do much more.  This PC runs 24 hours a day collecting data, and messing about installing and uninstalling things risks losing data (particularly if the PC has to be restarted).  So jobs like that tend to get done in the wee small hours when there is not much data coming in - if I can stay awake that long.  A Windows update is a major pain !
 
HOWEVER, just for the hell of it, I reset the file mentioned above to "Protect", ran a Webroot scan (I gather from what support said earlier that this effectively reboots settings), opened a new instance of Chrome and it worked.   Obviously I need to double-check and try closing down and re-opening Webroot and all instances of Chrome, and see what happens after a PC reboot later on tonight, but all I can say so far is that something appears to have happened invisibly.  Does running a scan cause Webroot to update itself ?  if so maybe they have fixed the problem.
 
Thanks
 
Caravelle

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