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Webroot filtering extention Firefox 77.0


Userlevel 1

Hi,  Firefox updated to version 77.0  yesterday, I then checked for add on updates one of which was the Webroot filtering extension. 

To enable this I was asked to input keycode, however I’m left with a spinning circle on trying to register. after leaving this for over 5 minutes I closed Firefox  on re-opening the icon is no longer loading,an I covered?.

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Best answer by TripleHelix 21 July 2020, 15:53

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Userlevel 7
Badge +63

Hello @nkdutton714 

 

That is not normal at all so I would suggest you Submit a Support Ticket and have them look into it to see what they come up with as we can only do so much on the Community. The only thing I would try is to uninstall Firefox and do a clean reinstall and if you need to install the Web Shield look here: https://community.webroot.com/web-threat-shield-131/adding-web-threat-shield-to-firefox-342501

 

Report back with any findings!

 

Thanks,

I’m using Firefox 78.0.2 with Webroot browser extension 1.11.3.11.  The Webroot extension has not worked with Firefox for at least a month. If I turn it off and on again each time I start Firefox, it works. This is not an acceptable solution.

I have two Windows 7 computers, and one Windows 10. Webroot extension works fine with Firefox on computer with Windows 10, but does not work on either Windows 7 computer. Maybe this will help you find the problem many of us are having with the Webroot browser extension and Firefox browser.

 

Thanks.

Userlevel 1

BobbyS, the same thing happens to me. I think it might be a Firefox issue.

Userlevel 1

Hi, Update:  Today Firefox updated to Version 78.01

Im able to get the extention to load by disabling & then enabling it in Add ons, however after I close Firefox & re-open it the Webroot Extention doesn’t load, I have to disable & enable it again then it works.

This happens everytime, whilst it’s an improvement on the issue it’s still not right.

Regards BobbyS

Hello @TripleHelix ,

A reinstall of FF was not even on the table for me as I had another machine with the same  problem / version of FF / version of the filtering extension so I could pretty much rule this out . The potential issue that I had with experiencing this on 2 separate machines was that it still could have been a bug either with FireFox or the Webroot Filtering Extension. Thankfully no further troubleshooting was needed.

I can also confirm that it works perfectly on Edge!

Regards.

Userlevel 7
Badge +63

Hello @Rawcous 

 

Thanks for the info but I always had mine set to number 1 but I did have the issue and what fixed for me was doing a clean reinstall of Firefox 77.0.1 and everything worked but I’m not saying this is a fix that will work for everyone.

 

 

Thanks,

Hello,

 

Webroot Support have come back to me and proposed the following:

RE:Virus threat scheduler not working / Firefox problem with new Webroot Filtering Extension

Hello,

Thank you for contacting Webroot Support.

The issue you have reported where Firefox is repeatedly prompting for a Webroot keycode when opening Firefox and entering the keycode does not solve the issue, is due to a change made recently by Firefox that has created a conflict with our Web Threat Shield. Webroot is investigating however, there is no identified release date for remediation.

In the interim, there are 3 options available as workarounds.

1. Set the Firefox Privacy settings to ‘Remember history’.

To complete this:
a. Open Firefox, click the hamburger menu to open the Firefox settings menu
b. Select Options
c. Select Privacy & Security in the left navigation column
d. Scroll down to the History setting and for the ‘Firefox will’ setting, click the drop-down menu and select ‘Remember history’.

2. Set the Firefox Privacy settings for limited history retention.

To do this:
a. Open Firefox, click the hamburger menu to open the Firefox settings menu
b. Select Options
c. Select Privacy & Security in the left navigation column
d. Scroll down to the History setting and for the ‘Firefox will’ setting, click the drop-down menu and select ‘Use Custom Settings’.
e. For the revealed settings, only check the boxes to enable ‘Remember search and form history’ and ‘Clear history when Firefox closes’, leave the other options unchecked.

3. Use an alternate browser.

If you have additional information or want to discuss this issue, please respond to this message and Support will continue working with you.

Best Regards,
Webroot Support

I opted for option no.2 which resolved the problem for me.

 

Regards.

Just this past week my Mozilla Firefox has this : moz-extension://7c273383-6b75-49d0-8a76-2dace386ce0e/options/options.html  Opening EVERY time I open Mozilla.  Web Threat Shield Settings Asking for my key.  I’ve had Webroot for over a year and I’ve never received this message before.  Is this a legit query?  Should I enter my code?  I have Edge and Chrome and they haven’t asked for any code.  Is this a Firefox issue or a Webroot issue or a Virus?


UPDATE!  Uninstalled Firefox via CCleaner. Reinstalled Firefox, saying YES when it said something like “Looks like you HAD Firefox, would you like to restore your settings?”  Not Actual quote.  Anyway, when going BACK into Firefox, had another ‘question’ similar to above and said yes AGAIN. Reviewed all my add-in’s (ones I had before) and then went on in, all my Bookmarks and everything came back AND Webroot was working without asking for my code.  Closed.  Went BACK in and all was well. Thanks!!

I have had the same problem crop up in the last week.  Firefox always asking to verify my keycode and then the endless spinning wheel when I try to do so.  I have uninstalled both webroot and firefox 3 times.  The problem stops when I add the extension according to above instructions.  Then the next time I open firefox, it begins all over again.  Have submitted multiple support requests to webroot with no reply as yet. 

Has anyone discovered a path to resolve this yet?

Userlevel 7
Badge +63

Hello @mcc168 

 

I moved your post to this thread where many are having the same types of issues with the release of Firefox 77 and 77.0.1 so you can read through this thread.

 

Thanks,

I’m having the same problem with Firefox Update - 77.0.1 (64-bit), there is a blank space where the Webroot Filtering Extension should be.

I have to access Firefox Manage Extension and turn the extension Off/On but this is only a short term fix. After closing and re-opening the browser the Webroot Filtering Extension disappears again and you need to go through the same process to repair the fault. Very frustrating...

Just this past week my Mozilla Firefox has this : moz-extension://7c273383-6b75-49d0-8a76-2dace386ce0e/options/options.html  Opening EVERY time I open Mozilla.  Web Threat Shield Settings Asking for my key.  I’ve had Webroot for over a year and I’ve never received this message before.  Is this a legit query?  Should I enter my code?  I have Edge and Chrome and they haven’t asked for any code.  Is this a Firefox issue or a Webroot issue or a Virus?

Userlevel 1

Any nearer to solving this problem?

Userlevel 7
Badge +63

@TripleHelix

The extension was listed.

I would disable and enable it.

The extension would show up but then disappears.

Even when it does show up there is still no green check mark when you do a Google search.

 


Thanks for the info! At this time mine is working fine since I reinstalled Firefox 77.0.1 and i didn’t even have to add the Webroot extension. I’m not saying in all cases this will work but it did for me and I was surprised.

Userlevel 2

@TripleHelix 

The extension was listed.

I would disable and enable it.

The extension would show up but then disappears.

Even when it does show up there is still no green check mark when you do a Google search.

 

Userlevel 7
Badge +63

Hello @webantiroot 

 

Did you try this to see if it will come back? https://community.webroot.com/web-threat-shield-131/adding-web-threat-shield-to-firefox-342501

 

 

Thanks,

Userlevel 2

Same here.

Missing Webroot Icon on Toolbar.

No Green check mark when doing a Search.

Windows 10 Pro 2004

FF 77.0.1

Did submit a Ticket but have not heard back from Support yet.

Chrome & Brave shows the Green check mark.

Userlevel 7
Badge +63

Hello @skyblaze 

 

I moved your post in here so you can see some of the issues others are having and Webroot knows about it.

 

Thanks,

Userlevel 1
Badge +5

After over 1 month of the webroot extension working perfectly, it now requires me to input my keycode every time  I start up my firefox browser. I input the keycode which makes the extension and my browser freeze. This has now happened multiple times and there’s no sign of it stopping. I shouldn’t have to input my keycode at all. I just want the extension to work on my browser search like it’s supposed to do.

Why is this happening? Lets get this thing fixed

In addition to my description above (user MCP), I am running Windows 8.1.  After de-installing and re-installing Webroot Internet Security Complete and de-installing and re-installing Firefox 77.0.1 this morining, and enabling the Webroot Filtering Extension and receiving the Webroot Threat Shield window, I entered my keycode.  Again, I was greeted with the Spinning Wheel (wasn’t that a song in the 60’s by Chicago or The Guess Who?).  I did not have any previous problems with Webroot Internet Security Complete or Firefox prior to the Firefox version 77.0.1.

I am having the same problem with the Webroot Threat Shield window and the constant spinning circle after entering my Webroot activation ID.  My Webroot version is 9.0.28.48.  My Firefox version is 77.0.1, dated June 3, 2020. 

I have already tried de-installing Webroot Internet Security Complete to no avail, and de-installing and reinstalling Firefox 77.0.1 again to no avail.  Please note that the Webroot Filtering Extension was working successfully prior to Firefox updating it’s browser on Tuesday, 6/3. 

 

Userlevel 1

Still not working, Firefox says I’m running version  1.11.3.5 

I should add this Laptop is Windows 10 Pro, it is partitioned and Windows 10 Home is on the other partiition, on my desktop is also Windows 10 home, all have the same problem after Firefox updated to Version 77

Regards

 

Userlevel 7
Badge +26

Hi @BobbyS,

How did the fresh install go? 

If you are still having the problem, I would like to arrange a support session with you to understand the problem better. 

Please keep us posted.

 

Thanks

Pawani

 

Userlevel 1

It’s turned on, Firefox updated to 77.01 this morning no change to the Webroot tool, i.e. spinning circle.

I’m running a fresh installation of Webroot Complete  9.0.28.48   only. None of the old settings where kept. 

Userlevel 7
Badge +63

@PVaddi  I see Firefox updated again to 77.0.1 https://www.mozilla.org/en-US/firefox/77.0.1/releasenotes/?utm_campaign=whatsnew&utm_medium=firefox-browser&utm_source=firefox-browser

 

Thanks,

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