I have an issue with a couple of users who have Webroot Secure Anywhere Complete installed.
I have been using your products for over 5 years now and recommend them to anyone and everyone, however the exclusion issue may be going to cause me a problem today!
These users are using a database application and intermittently they lose the Copy/Paste functionality in this application and indeed on the whole PC, one is Windows 7 the other Windows XP.
The database support department have been approached and we were advised to turn off Webroot and see what happened. Turns out that turning Webroot off alleviates the Copy/Paste functionality not working, so it looks as if Webroot is the root cause. I will say that my investigations have uncovered plenty of noise on the Internet of users with similar issues where other applications and functionality have been highlighted as possible causes ie RDPclient.exe etc.
Anyway, the DB vendor has advised that we exclude a couple of folders from the realtime scanning and see if that fixes the issue with Webroot turned on....
...over to you 🙂, before I take the decision to find an alternative.
Edit: Split off into new topic - Kit
Best answer by KitView original
I moved your message off into its own topic to allow peopleto find it more easily and to reflect the issue rather than the assumed cause.
The good news is that it's unrelated to realtime scanning. Third party software companies will generally recommend exclusion from the AV as a mattr of course and for troubleshooting.
The symptoms you are experiencing are related to the Identity Shield functionality, which is explicitly made to block access to certain functionality such as the screen contents and clipboard in some cases. There are a few possibilities on what is occurring in this specific one. I make the assumption, though possibly inaccurately, that a browser is running while this symptom occurs. If no browser is running at all and this continues to happen, contact support immediately for diagnostics gathering and escalation.
Go to the Identity & Privacy tab and click "View/Edit Protected Applications"
- Is the DB program or any part of it listed under "Deny"? If so, change it to "Allow".
- Review the "Deny" list. Any program that you explicitly trust that is set to "Deny" may be changed to "Allow" safely.
If this resolves the issue, you may want to open a support ticket from one of the affected systems with the reason of System Impact (Slowdown) or similar and request cloud evaluation of the DB program. If it's not a common one, it may still be Unknown in the database and that can cause it to be placed into Deny.
- The DB program is listed under "Protect"
- Turning off the Identity Shield (follow up by doing a "shut down protection" and then re-run it with the Identity Shield off) corrects it but nothing was listed under "Deny"
- Setting all items under the Protected Applications list from "Deny" or "Protect" to "Allow" resolves it
You may temporarily resolve it by setting everything to Allow (Including browsers, however they will return to the list when they update), or by turning the Identity Shield off. Contact with support for escalation is highly recommended at that point.
I'm adding the troublesome apps into the listing for now. Keep us posted!
Kit is no longer with Webroot, so he might not reply (though he's more than welcome to!). However, this topic is six months old, and the issue in question may not even be an issue any longer. Are you encountering a problem with copy/paste? Does the problem go away when you disable the Identity Shield? Which program is having the issue?
To answer your question, if you were to choose to allow for a browser, yes it would make the browser vulnerable at least insofar as the protection offered by the Identity Shield specifically is concerned. You would still be protected against malicious executables trying to target a browser because of Webroot's other shields, but certain other avenues could be open to attack at that point.
If you can specify some details about the problem you're running into, I'm sure we can help.
True, I may not reply. Or I might...
Setting the browser to Allow as a whole does remove specifically a few parts of ID shield protection from the browser, but is useful for troubleshooting. Turning off the ID shield completely turns all of it off.
A better way to do it is to look for anything you recognize as safe that is marked as "Deny" in the ID Shield and set it to allow. Also get Unknowns of stuff you run while working with the tickets to Rak for determination, since Unknown things can get silently blocked by the ID shield in some configurations.
Most annoying is that I do some programming myself. Very often, a newly compiled program will be denied receiving pastes. And it happens over and over. Even if I fix it in identity Shield, a new compile will often result in the same problem again, for the same program.
Is there some way to turn off this feature and this feature only?
Welcome to the Community Forums...:D
dtouch is quite correct re. what he says and all you should need to do is to set the app concerned to 'Allow' under 'Application Protection' tab in the advanced settings for the Identity Protection section (click on grea/cog to the right of the section heading in the main WSA panel). Of course, you should make very sure that you trust the app that you 'Allow' before allowing it.
And for more information & guidance in relation to this and similar areas of WSA, that can confuse users, please see this KB Article which should explain all that you need to know, but the section entitled 2. Identity & Privacy > Protected Applications is most pertinent to you OP.
Hope that helps?
Following program updates certain apps settings gets reset.
I installed the free bitdefender and have no issues with this.
Apologies if I was trying to teach 'my granny to suck eggs' so to speak. :$ Nt know what level of knowledge that you have of WSA I thought it best to start with the basics.
As dtouch says...it would be interesting to understand when this settings 'reset' may have happened? I have never come across it on my own systems...but that does not mean that it does not happen.
May I suggest that you set the settings as you want them/prefer them...and then periodically check to see if there has been any change...as and when there are further changes then I would suggest that you Submit a Support Ticket with all the information so that the Support Team can take a look.
Thanks...that would be useful...and I for one a prepared to try to corroborate what you are seeing. So please posted back here even if you open that Support Ticket.
What OS/version are you running, as a matter of interest? ;)
I am a translator and constantly use Sisulizer 3 translation software. I had to rush a translation that had many copy/paste situations that i could benefit from but NOOOO. Your precious anti-virus was silently HINDERING all the paste actions that are done partially within cells but whereas letting me paste the cell alltogether to another one just to confuse me more on finding the root of the problem.
If it wasn't just for some crappy windows support site that is filled with spam that i see sb glabbering about webroot hindering any copy/paste in his comp.
And do you know that the best part is ? Secure Anywhere actually prompt me to ALLOW the application, to seemingly let me choose if the software is allowed or not: And here the plot thickens as i select allow always and the identity shield is actually the my evil step-brother that loaths to hurt me discretely everytime i trust him and turn my head around.
In 2004-5 you were a great company, cool software, no slowing down, no crashes or unwanted infections. Somewhere around 2008 you started to degenerate and it wasn't for 3 pc license that i also use on my parents computers, you would have been long gone, guys. Believe me.
Btw this is purely to rant about how bad you have become and how actually your anti-virus did cost me hours of more manual work on the keyboard grinding the same sentences over and over again + the frustration of trying to find the root cause.
Shame on you.
Now take a step back and see the picturesque view of my hatred towards your software. If you want to show any kind of remorse whatsoever just offer me a FULL refund and i will gladly take it back.
Otherwise you may just as well reply me as " SUCK IT" because you are already on my untouchables list.
This was a tutorial on "how cheaply hard-coded lame anti-virus may cripple your soul and secretly wishes you to die in agony"
Thanks for nothing.
You need to allow the application which is connected with the problem
What you want to do is access the Identiy Shield tab and click on the Protected Applications link. This will open the section that configures the apps that you want to "Protect" from data stealers and to "Allow" access to system data. Change your program to "Allow".
Rant noted...but at the risk of annoying you further you are ranting in the wrong place. We are mainly volunteers here with no commercial affiliation to Webroot.
And if you are looking for a refund then again, you are looking for it in the wrong place...you should be contacting Sales Support (please see this link which outlines such thinkgs and provides contact detail, etc.)
Hope that helps a little.
As a former developer myself, I know that there has to be some predictability to a problem before you can fix it. But I haven't found any rhyme no reason to it.
Thanks for the feedback. The weird thing is I cut and paste all the time and I have NEVER come across this issue...which suggests that there is some very specific cause to it. Can you reappraise me as to exactly where the application was 'Deny'ed?
Well..., I can fully confirm this!
I haven't noticed the described issues on any of my machines, where WSA is the first as well as the only line of defence against threats.
Oh..., by the way...
A Big Kudo for you Baldrick!