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(Bug) "Scan with webroot" on right click menu stops working at random times!


Userlevel 1
Hello,
 
I think I have come across another "bug" concerning the "Scan with webroot" on right click menu.
 
I don't know what causes it but at random times on all my computers running Webroot Secure Anywhere Essentials 2012 Version 8.0.1.184 the "Scan with webroot" on right menu stops working. What happens is I right click on a file or folder and and click on "Scan with webroot" and then nothing happens. I get no pop up box from  Secure Anywhere showing its scanning.
 
And when this bug happens the only way I seem to be able to get  "Scan with webroot" working again I have to shut down Secure Anywhere Essentials and restart it. Once I do that "Scan with webroot" works like normal again until the random bug happens again.
 
But like I said I have no idea what makeit happen in the first place.
 
But there must be a bug somewhere in the software that neess to be fixed.
 
Anyone else here every have this happen?
 
Thanks
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Best answer by JimM 17 December 2012, 23:37

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Userlevel 7
@ wrote:
I take that back.  Although I had rebooted my Win 8 machine this morning, a few hours later right click scan file did not work.  I just rebooted again, and now it works!  This is crazy!
Please create a new support ticket with Webroot here and let them know.
I take that back.  Although I had rebooted my Win 8 machine this morning, a few hours later right click scan file did not work.  I just rebooted again, and now it works!  This is crazy!
Right click scan with Webroot works fine on my Win 7 box, doesn't work at all on my Win 8.  Both machines running 8.0.2.96.
 
 
Userlevel 1
I just upgraded to Version 8.0.2.96 so I will use it for a while and let you know how it goes.
 
 
Userlevel 7
@ wrote:
...which tells me that you need to do a Clean OS reinstall.
 
Not necessarily - "unstable operating environment" can mean hardware as well.  I'm not ruling out that reinstalling the OS would be a valid troubleshooting step (albeit an onerous one), but I wouldn't want to go so far as to propose that it would solve the problem for sure.  I have a box at home I've been working on for a while now trying to figure out why there was a service crash happening repeatedly.  Then I realized I had a bad stick of RAM.  I had the fortune of being in front of that computer though and the ability to pull things out and put them back in.  At some point, when an issue gives you enough indications it may be hardware related, there's no substitute for troubleshooting the hardware.
 
Let's see what happens with this new build though.  Gate, how is .92 working for you?
Userlevel 7
Badge +56
Do you have the new update .92? Also Jim said that you have an "unstable operating environment" which tells me that you need to do a Clean OS reinstall.
 
TH
Userlevel 1
Are you confirming my right click issue is also fixed?
 
Or the other right click issue that JimM was talking about?
Userlevel 7
Badge +13
Build 8.0.2.92 has been released to the updates servers.As usual it will make it's way to everyone over time.All the manual download links i have checked have been updated to 8.0.2.92.A changelog will be forthcoming later on,but i can confirm that the right click and scan with Webroot,and the missing first typed character in browser issues are both fixed in this new build.Enjoy:D
Userlevel 7
Gate, I should note that your particular case might be different. These new reports do not seem to be due to the same reason (service crash), whereas yours appeared to be due to an unstable operating environment. Your case was looked at by four different escalation engineers, and we all came to the same conclusion that the issue was computer-specific. We'll see what the forthcoming build does to solve the problem, but to be honest, I'm skeptical it's going to resolve your particular case, so I don't want to falsely get your hopes up. I could be wrong though. We're going to have to wait on the build to find out for sure.
Userlevel 1
That would be really great news! :)
 
Keep us posted.
Userlevel 7
Our lead developer believes he will have the right-click issue fixed in a forthcoming build. 🙂
Userlevel 1
Hi
I have this same problem, can not use neither function with right click 😞
Userlevel 1
Ok I will update the support case.
 
However just to let you know this issue is not fixed yet.
Userlevel 7
Hi Gate,

It appears the related support case has been awaiting a response from you for the past two weeks. We're just curious if you're planning to follow up on that support case so we know whether or not to close out this thread. Would you mind following up please? Thanks 🙂
Userlevel 1
Well on one of my other computers "Scan with webroot" was working for almost a full 7 days and then I just noticed this morning it stopped working again. I viewed the Event Viewer and it looks like it stopped working at 3AM early this morning. And as you would expect I was not even on my computer at this time because I was sleeping.
 
Here is what the Event Viewer said.
 
Log Name:      System
Source:        Service Control Manager
Date:          9/5/2012 3:01:13 AM
Event ID:      7031
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Bedroom-PC
Description:
The WRSVC service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 10000 milliseconds: Restart the service.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
    <EventID Qualifiers="49152">7031</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8080000000000000</Keywords>
    <TimeCreated SystemTime="2012-09-05T07:01:13.435242200Z" />
    <EventRecordID>251111</EventRecordID>
    <Correlation />
    <Execution ProcessID="620" ThreadID="1700" />
    <Channel>System</Channel>
    <Computer>Bedroom-PC</Computer>
    <Security />
  </System>
  <EventData>
    <Data Name="param1">WRSVC</Data>
    <Data Name="param2">1</Data>
    <Data Name="param3">10000</Data>
    <Data Name="param4">1</Data>
    <Data Name="param5">Restart the service</Data>
  </EventData>
</Event>
 
Here is a screenshot!
http://img286.imagevenue.com/img.php?image=55432_ClipboardSnapshot_122_109lo.jpg
 
Also this other computer only has one account on it so no "user switching" is being used. The other computer does have more then one user accounts.
 
Anyway as I am sure you already know I have had this issue on all 3 of my computers since I started using Secure Anywhere.
Userlevel 1
Click the links below for screenshots of the Event Viewer with the errors.
 
http://img160.imagevenue.com/img.php?image=77377_ClipboardSnapshotr_122_518lo.jpg
 
http://img120.imagevenue.com/img.php?image=77378_ClipboardSnapshot_122_152lo.jpg
Userlevel 1
I was able to look at the event logs and there were so many errors that reported "WRSA service stopped working".
 
And the last one was indeed from this morning as I reported early.
 
Here is what it said
 
 
Log Name:      System
Source:        Service Control Manager
Date:          8/29/2012 11:18:04 AM
Event ID:      7031
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Basement-PC
Description:
The WRSVC service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 10000 milliseconds: Restart the service.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
    <EventID Qualifiers="49152">7031</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8080000000000000</Keywords>
    <TimeCreated SystemTime="2012-08-29T15:18:04.240421900Z" />
    <EventRecordID>15807</EventRecordID>
    <Correlation />
    <Execution ProcessID="520" ThreadID="2520" />
    <Channel>System</Channel>
    <Computer>Basement-PC</Computer>
    <Security />
  </System>
  <EventData>
    <Data Name="param1">WRSVC</Data>
    <Data Name="param2">1</Data>
    <Data Name="param3">10000</Data>
    <Data Name="param4">1</Data>
    <Data Name="param5">Restart the service</Data>
  </EventData>
</Event>
Userlevel 7
The user accounts may be related, but if you know how to check your System Event Logs, check to see if the WRSA service stopped working between when Scan worked and when it didn't work.
 
When the service stops working and the user-space agent keeps working, it gets disconnected and causes the issue.  We've already replicated that.  We're trying to determine why your service crashes so often.
Userlevel 1
I may just have just figured out at least one of the causes of making "Scan with Webroot" stop working.

I came on the computer this morning  and the first thing I noticed was "Scan with Webroot" was working again. And that's because it was automatically upgraded to the latest version 8.0.1.233. Then I upgraded one of my programs called Weather Wather Live and noticed right after this update "Scan with Webroot" stopped working again.

I guess it could just have been just a coincidence but I do use and update often Weather Watcher live on all my computers. Also this computer has 2 user accounts on it and I also switched users right before installing Weather Watcher Live. So perhaps
switching users could also be the cause of breaking "Scan with Webroot"?
 
I reported this to tech support also.
Userlevel 1
I will pass this info a long to Bill.
 
Thanks
Userlevel 7
Which confirms the issue.

The service crashes, and Windows Explorer doesn't communicate with the correct named pipe thereafter.
 
8/26/2012 15:59    The WRSVC service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 10000 milliseconds: Restart the service.
 
Since the computer was rebooted four days ago, it hasn't been restarted since the service crash.
 
This is a two-part concern. 
The first part is that it's very difficult to track this bug down internally because there are no easy ways to get the service to crash in order to reproduce the bug. 
The second, and more concerning concern, is why the service is crashing so often on your system.    Though I wonder if it may be related to using quick user swapping.  I'll have to recommend that as a test avenue.
 
Reviewing the logs, the whole system is giving me a general feeling of "not doing well".  Some services have not shut down when they should.  Both WSA service and Windows Defender service have crashed frequently.  The event log system is even having random issues properly formatting messages (primarily on NNTP alerts in the system events, but a lot of them in the app events).  The real downside though is that there is nothing definitive really that I've found yet.  It could be completely normal for the specifics on this computer, or it could be problems caused by way too many things.
 
We can look into the reconnection on service crash, but it's definitely a good idea to try to determine why the service is crashing so often for you.  If you are already in touch with an escalation engineer in the main support system, let them know I said this.  They should be able to assist you with locating the dumps or creating them if all else fails.
Userlevel 1
I just uploaded new logs as "Scan with Webroot" stopped working again 😞
Userlevel 7
It is still being investigated.  The main problem is that it's always related to the service crashing (shutting down unexpectedly) and restarting, but on a properly-working machine, it's not easy to get the service to do this.  There is no special utility to make it do so, for example.
Userlevel 1
Hello everyone,
 
Just wanted to update you on this issue.
 
Its still not fixed as of build 8.0.1.229.
 
It does seem to happen less often with this latest build but its not 100% completely fixed I am sorry to say.
 
Looks like this will be a very hard bug to track down and fix. 😞
Userlevel 1
Bill Alcorn a Escalation Engineer contacted me by e mail and will be setting up a time hopefully today where he will remote access my computer and try and see whats going on with this issue 🙂.
 
 
This issue is so stange I restarted my computer this morning and of course the "Scan with webroot" starting working again. So I go away from the computer for maybe 1 hour or so to eat breakfast. then go on a different computer and try running "Scan with webroot" from that computer and of course "Scan with webroot" is not working but I knew that already because that computer was not restarted. So then I go back on the other computer where "Scan with webroot" was working before I had breakfast and now "Scan with webroot" is not working again.
 
So what in the world could have happend in the hour or so that I was away from the computer?
 
The only thing I did besides eating breakfast 🙂 lol was I tried to run "Scan with webroot" from another computer and like I said that was not working either but I already knew that from the night before as I had not restarted it yet to fix it.
 
 
Is there any possibility that when I used  "Scan with webroot" on one of my computers to scan files on a networked computer could be what is breaking "Scan with webroot"?
 
It looks like this issue is going to be a hard one to fix. 
 
 
 
 

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