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Copy/Paste Stops Working in some applications

  • 15 January 2013
  • 55 replies
  • 813 views

Kit
 
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.
 
Regards
 
Brian
 
Edit: Split off into new topic - Kit
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Best answer by Kit 15 January 2013, 17:22

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55 replies

Userlevel 1
Thank you very much!
Userlevel 7
Badge +56
Ok I'll put in a ticket.
Userlevel 1
If you could I would appreciate it. I currently am putting out 5 other fires along with this one right now.
Userlevel 7
Badge +56
Hello I would suggest you Submit a Support Ticket to see if the programs need any whitelisting!
 
Thanks,
 
Daniel 😉
Userlevel 7
Badge +56
Yeah if nothing changed then the MD5 should be the same.  Would you like me to have support contact you to troubleshoot?
Userlevel 1
No updates occurred. That is something that is handled manually.
Userlevel 7
Badge +56
Strange - did the ERP software undergo an update, perchance?  If not, then this shouldn't be happening and we should get support to investigate and find out what is going on.
Userlevel 1
This morning the disabling of copy/paste has occurred again within our ERP software.
Userlevel 7
Badge +56
Cool glad that did the trick.  If you want to PM me any of the MD5 info I can pass that along to the threat research team to see about getting it whitelisted globally.
Userlevel 1
Preliminary results say that this solution worked. I would like to give this 24 hours to confirm to be working as intended. Our ERP/CRM solution is Microsoft Dynamics AX 2012 R3.
Userlevel 7
Badge +56
Thanks, let us know how it goes!  If this is an ERP application used by other companies, then you can also put in a ticket with our support to have it whitelisted for everyone, which will save some headache for another sysadmin who manages that software.
Userlevel 1
Thank you. I have applied the recommendation. I will keep the forum updated with my results as soon as I can verify.
Userlevel 7
Badge +56
Sure thing - for endpoint, here's how you do it:
 
1. Go to the Group Management tab in the console
2. Check off the computers you want this to apply to
3. Select Agent Commands->Identity Shield->Allow application and then enter the MD5 and click Submit.
The agents will pick it up at the next poll interval.
 
Let me know if that works!
Userlevel 1
Business version I would think. We're running EndPoint Protection. If you could provide directions I would highly appreciate it.
Userlevel 7
Badge +56
You should be able to whitelist those - are you running the consumer version or the business version?
Userlevel 1
I'd like to recommend keeping a list of programs within the Webroot client that are being blocked by this. I believe this would allow the end-user to pick and choose which programs that they would like to be affected and in-turn, keep customers happy. We purchased a 3-year plan with Webroot last year. Unfortunately if this behavior keeps up and I have no way to remedy it I will be recommending that we find another provider. Today alone my director had to reboot his computer 3 times to get copy/paste to function again (even though the checkbox next to "Silently and automatically block untrusted access to user data." is unchecked). This is preventing users from working within our main ERP/CRM program.
Userlevel 7
Badge +56
Yeah we do get this question on a semi-regular basis, so you aren't the only one who gets caught by this issue.  I'll pass along the feedback about better messaging to the escalation folks here.
Badge +3
@BB613 wrote:
Very few people have had an issue with this setting. 
It's quite possible that MANY people have an issue with this setting, but they simply don't know that Webroot is the culprit.  I've had the problem for a couple of years now and always thought that it was FIrefox, because when I'd close that, the problem would go away.  I searched forever on Firefox forums with no luck.  Today I happened upon someone who mentioned Webroot, which ultimately led me to this thread.
 
I think that having Webroot block pasting without telling you that it's doing it is simply wrong.
 
FWIW, it was blocking on these applications:
Aegisub
Renameman
Userlevel 7
Happy to help 😃
@_GoSpursGo wrote:
Hi MadeMeCry,

If you uncheck this setting, it will prompt you when an untrusted process tries to access data, but only the first time. For example if an untrusted application tries to take a screenshot, and you say "no", then when it attempts again in the future Webroot will automatically deny it since you said "no" the first time. Likewise, if you say "yes", it will allow it in future instances.

Hope this helps,
Shran
Thanks, that clarifies that it is the "Silently and automatically" part of the phrase that the option toggles (rather than toggle the actual ability to"block untrusted access to user data").  The description in the online help was no clearer as it just reworded this to "Automatically prevents unknown programs from accessing user data".
 
 
Userlevel 7
Hi MadeMeCry,

If you uncheck this setting, it will prompt you when an untrusted process tries to access data, but only the first time. For example if an untrusted application tries to take a screenshot, and you say "no", then when it attempts again in the future Webroot will automatically deny it since you said "no" the first time. Likewise, if you say "yes", it will allow it in future instances.

Hope this helps,
Shran
Userlevel 7
Badge +56
I'm passing this feedback along to the dev team.  I'll update you when I hear back.
"Silently and automatically block untrusted access to user data"
 
Just to be clear can somebody please clarify if you lose protection with this setting or does it just now prompt you  with every instance of  untrusted access to user data?  
 
 
Userlevel 7
EDIT:  Apologies, BoQu...I should have first welcomed you to the Community Forums...which I now do...belatedly.
 
Personally I have not had any real issues with this setting as it is set by default...given the protection implication of not setting it on by default I cannot see Webroot going for the less secure option.  Therefore I think that the only other alternative is to make it an installer time option...whether it should be checked or not.
 
Baldrick
Wow, finally figured out why several applications could not paste. Spent hours and hours trying to find a solution. Even returned a brand new computer because of this, thinking it was faulty. The company certainally lost money on that. I HIGHLY recommend turning this "feature" off by default. It was extremely aggrivating. 

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