Solved

Webroot + Chrome (sigh)


Userlevel 1
As from today, Google Chrome will not display any web-pages on my Vista 32 PC, unless I turn Webroot completely off, when it miraculously works perfectly again.  It was fine before but something has changed overnight (UK time) and the fault started on start-up this morning.  Chrome works fine on other machines which do not have Webroot.
 
Other posts on the Google Chrome Forum confirm I am not the only one.
 
Does anyone have an answer please, apart from the obvious ones of looking elsewhere for my virus protection or using another browser ?
 
Caravelle 
 
 
 
 
icon

Best answer by Petrovic 16 March 2014, 20:11

Have you tried to install chrome in c: Program Files?
Now it is set in ?:users appdata...
View original

64 replies

Userlevel 7
Hi Caravelle
 
Again, many thanks for sharing your experiences and glad that your issue is sorted out.  We get there in the end through a combined team effort...you , the Community, Support, etc.
 
I do hope that you are not serious when you say "...I hope I won't be back here for a long time"...http://www.forumsextreme.com/images2/sCo_huhsign.gif as this Community is about so much more than it's primary mission (supporting the user community).  It is also a place to learn, have fun and share experiences.  I am sure that from what you have just experienced you would be able to help fellow users in the same or similar circumstances http://www.forumsextreme.com/images2/sHa_comfort.gif...so please do drop by from time to time and contribute as best you can.
 
Most of us are volunteers who get a buzz by helping others...so why not join in?
 
See you around...I hope.
 
Regards
 
 
Baldrick
Userlevel 7
Hi Caravelle / Hi RustyNutz
 
May I welcome you both to the Community Forums...http://www.forumsextreme.com/images2/sBo_bouncing2.gif
 
Further to @ tag, I have just checked and I am certainly not having any issue with Chrome & WSA.  As Dermot has recommended as an interim measure just disable the Webroot Filtering EXtension via the ToolsExtensions option in the browser, note the version of the Filtering extension that you now have disabled and get a Support Ticket open, with that in formation in it.
 
Whilst not ideal you will be very well protected by WSA's other modules despite the Filtering extension being disabled and hopefully Support will resolve the issue fairly quickly.  Please take time if you would to post back on how the issue is going/when it is resolved as all of this information is useful to future users who may contact the Community with the same or similar problems.
 
Many thanks in anticipation
 
Regards
 
 
Baldrick
Userlevel 7
Badge +55
I have no problem with Chrome can you check your Identity Shield to see if it's under Protect if it's under Deny move it over to Protect also every update I have seen with Chrome there will be 2 listed as old-Chrome & new-Chrome it's fine to remove old-Chrome from the list if it is listed. http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C6_IDProtection/CH6c_ManagingProtectedApps.htm
 
HTH,
 
TH
Userlevel 7
Badge +55
@ wrote:
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
 
 
Chrome should be installed in Program Files not in Appdata and some files will be in Appdata but not the Program itself and protected data http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C6_IDProtection/CH6a_ManagingID.htm
 
HTH,
 
Daniel 
Userlevel 7
Badge +51
Fixed in the new version 8.0.4.68
https://community.webroot.com/t5/Release-Notes/PC-Agent-release-notes-for-version-8-0-4-68/m-p/93074#M423
 
Download:
http://anywhere.webrootcloudav.com/zerol/wsainstall.exe
 
 
Userlevel 1
Thank you.  "About SecureAnywhere" said I was using version 8.0.4.66.
 
When I clicked the button "Check for Software Updates" a box popped up saying that I was currently using the newest SecureAnywhere software.  
 
So I ignored that and followed the link provided in the message before last, downloaded and installed version 8.0.4.68 anyway (mercifully, no reboot required) and everything seems to work.
 
Thanks to all who have helped resolve this issue.  It's much appreciated.  Don't get me wrong when I say I hope I won't be back here for a long time :catvery-happy:
 
Caravelle
 
 
Userlevel 7
Badge +55
😃 Welcome to the community. We are getting alot of new members here...which is great.
Sorry you are having problems with this but maybe@TripleHelix or @ would be able to help you...
And the most important is not to give up on WSA because you can always open a Support Ticket or yes it doesn't hurt to change browsers until you or the community can advise you with your issue.
 
Also remember to post back if your solution is fiixed s to help others...Keep us posted..
 
Sherry
Userlevel 7
Badge +51
Hello Caravelle & RustyNutz and Welcome to the Webroot Community Forums!
 
Best to contact Webroot support:
Support Number: 1-866-612-4227
Support Ticket: https://www.webrootanywhere.com/servicewelcome.asp
 
Thank you
Best regard, Petr.
Userlevel 7
Hello Caravelle and RustyNutz...and you are both Welcome to the Community! :D
 
I believe what you are seeing is due to the pace at which Chrome is being constantly updated. And I believe Webroot are working to eliminate these issues.
 
You have both said that shutting off WSA resolves the issue. Could you both please try just disabling and re-enabling Identity Shield, to narrow down the issue? Webroot Secure Anywhere Context Help
 
The issue may be resolved by a reinstall of Chrome, if you want to try.
 
Or you could contact Support, who'll collect logs and resolve for you. the official Webroot support system
 
Please let us know how you get on.
 
Userlevel 7
Badge +51
Win 7 sp1 x86
 



 
I checked, this problem at me isn't reproduced.
Userlevel 7
Thanks, Petr ;)
 
Caravelle / RustyNutz...I think that this only reinforces Dermot's recommendation that this is one for the Support Team; usually the case when an issue like this appears to be sporadic, as re. this one.
 
Regards
 
 
Baldrick
I have been reading this thread, as I was having the same problem with chrome not doing anything until I disabled webroot. So I thought that I would create an account to let you know what has worked for me as a temporary fix.
 
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.
Userlevel 7
Hi Zeusius
 
Welcome to the Community Fora...http://www.forumsextreme.com/images2/sBo_jumping.gif
 
Thanks for the feedback...much appreciated.  But would you also please Open A Support Ticket to let them know that you too have had the issue and what you have found when disabling the Filtering Extension?  It is important that they get as much feedback as to how many users this is affecting and they may, I stress the may, well contact you to get more information if they require it, etc.
 
As I have said previously, you are well protected by the other WSA modules but I am sure that the Support Team will want to get you back fully up and running with all features as soon as they can nail the cause of this sporadic issue.
 
Many thanks again for pitching in with info.  Much appreciated.
 
Regards
 
 
 
Baldrick 
Userlevel 7
Hi Caravelle
 
I know that it can be a little difficult sometimes when reporting issues but best bet is to just explain the issue and what you have done in your own terms and then Support will query anything that they do not understand.
 
In terms of the Webroot Filtering Extension you can disable it/find the information required by clicking on the three horizontal lines icon just under the 'X' in the top righthand corner of the browser.  From the context menu displayed navigate and hover over the 'Tools' entry and that should open up a further context menu on which you click on the Extensions entry to open the browser page showing all your Chrome extensions.
 
Towards the bottom of the list you should see the two Webroot-related extensions, and next the the Web Filtering one you should see the version no. (in the format v1.2.3.45) and to the right of that is a check box to enable/disable the extension itself.
 
HTH?
 
Regards
 
 
Baldrick
 
 
 
 
Userlevel 1
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
 
 
@ wrote:
You didn't try to reinstall chrome?
Yeah I tried that yesterday but to no avail. It is definitely a problem with Webroot. It's just odd how it started all of a sudden and also to my brothers pc on the same day but some people are reporting they have no problems. Very odd
 
 
Userlevel 7
Badge +55
Great please let us know your outcome as well as it can help other users and we can compare notes with Zeusius!
 
Thanks,

 
Daniel 😉
Userlevel 7
FWIW my guess on why some, apparently relatively low numbers of users, are experiencing some issues like these, is due to the silent, background auto-updating of Chrome to regular, new versions, with possibly differing .dll file versions etc.
 
i don't use Chrome myself, but if I did I'd be experimenting, for example, with disabling silent, auto-updating of Chrome for a few weeks,
 
Userlevel 7
Ah ha, RustyNutz...a result.  That is good news.
 
I would say that I tend to agree with Dermot as to a possible cause...but out of interest did Chrome install in the same place as it was before.  Reason; given what Petrovic stated about installs in non C:\Program Files or C:\ Program Files (x86) paths, and possible issue as a result.  Would be good to confirm that going forward...if possible.
 
Regards
 
 
 
Baldrick
I have received an email back from support now and they told me to change chrome from protect to allow and that has fixed the issue. I didn't need to move chrome and left it where it was and all is working now even with the identity shield enabled which was the original fix that I found.

This however may not be the same for everybody but is definitely worth a try rather than moving chrome around. Certainly an easier option. 🙂
Userlevel 7
Hi Blackacre
 
Welcome to the Community Fora...http://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gifhttp://www.forumsextreme.com/images2/sBo_bounce2.gif
 
I have found the following article that should assist you, but it just one of many available on the Web.
 
Hope that helps?
 
Regards
 
 
Baldrick
Userlevel 7
Hi Caravelle
 
Completely understand your position...and hope that I was not out of turn by trying to interest you in participation?http://www.forumsextreme.com/images2/sEm_blush8.gif
 
Well, you know where we are if you need us/have an issue or a question in the future (hopefully not the latter).
 
All the best
 
 
Baldrick
I'm having the same issue. As soon as I disable Webroot, Chrome works fine. I'm currently using Windows 7.
Userlevel 7
Badge +55
😃 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.;)
Userlevel 7
Badge +55
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. ..

Reply