Webroot SecureAnywhere Discussion & Update Thread

I agreed that webroot support recently has been quite abysmal, quality level dropped significantly. Put in a request to whitelist files can take a week or even lost and required resubmit, resolutions provided for technical issues are quite vague.

 

Yes some are seeing this issue and here is what Webroot has said: https://community.webroot.com/t5/We...-numerous-times-on-slide-in/m-p/243688#M16558 and not all of us see this as I don't on my 2 Windows 10 x64 Laptops: https://community.webroot.com/t5/We...-numerous-times-on-slide-in/m-p/243811#M16587 but Webroot is working on it.

Thanks,

Daniel

 

WSA protects all this not just keylogging!

And if you add other apps they will be protected as well not just Browsers and also Deny apps so they can't even see personal data. http://www.webroot.com/En_US/Secure...6_IDProtection/CH6c_ManagingProtectedApps.htm



So WSA's Identity Shield does allot more then some know and has been tested fully! Also if a script happened to run no big deal as WSA's Real-time Shield will react to the payload see here from DanP one of Webroot's Threat Experts! https://community.webroot.com/t5/We...s-for-WRSA-AV-on-Windows-10/m-p/244065#M23891

Thanks,

Daniel

 

Thank you Daniel. Yes I am seeing this issue only in my main Win10 Desktop PC, not on the laptop.

 

Hopefully this week out to Beta Testers, I just wish I could reproduce as I do hear it is very annoying as this user did this to stop the messages until it's fixed: https://community.webroot.com/t5/We...-numerous-times-on-slide-in/m-p/242729#M16412

Daniel

 

LOL... I didn't do a very good job of explaining did I ? With webpage embedded script keyloggers there is no payload. All the keylogging is performed by the in the webpage. There isn't anything that can be done about it - other than to block the IP address or use NoScript or equivalent.

 

Well with all Malware I would assume Webroot and all other AV's have protection for things like this, but I don't think it would run with the the Identity Shield protection but if you have found one contact me via PM or even post an MD5 Hash.

Thanks,

Daniel

 

Yep, that's been my recent experience as well. Support requests running in circles are a surefire way to ensure I won't continue recommending or using a product.

Via helpdesk:
Me: I have this problem <provide very specific reproduction steps>
Rep: Try XYZ to fix it.
Me: Okay, I've tried XYZ, and it didn't change the issue.
New rep takes over request: Did you try XYZ to fix this?
Me: See previous response, I did, it didn't work
New rep: Can you try it again to be sure?
Me: Okay, I've done it again. It still doesn't work.
Yet another new rep: Did you try XYZ? That usually fixes it.
Me: I've tried it twice, is there anything else we can do?
Yet another new rep: Call us at #800#

Phone call:
Me: So, I have this problem, and I've had multiple related support requests wherein I've tried XYZ and it hasn't worked and I'm not particularly happy
Phone rep: Oh, okay. I'll be happy to help you. Let me look up your account. Oh, I see the support request here...Have you tried XYZ?
Me: ...
Phone rep: Okay, let me remote control your PC and *I'LL* try XYZ.
Me: Uhh, okay.
Phone rep: <Tries XYZ, doesn't work> Well, that's weird because this usually fixes it. I'll have to escalate this to someone else. Please hold
Me: Okay. <holds for 30 minutes>
Phone rep: My supervisor is unsure what to do, so we'll contact you when we get this resolved
Me: Okay. <waits 2 weeks, hears nothing, contacts support to ask about the status of the fix>
Newest support rep: I see your request here and that it was escalated, but can I ask you whether you've tried XYZ? It usually fixes this.

So on and so forth.

TL; DR: Took over a month to get a stupid licensing issue resolved. Support either can't see previous requests or doesn't read them. Wastes my time and theirs making me jump through the same hoops like a trained ape.

 

Hi Daniel,

No AV's have protection for this. It is not malware running on your machine but just a script on a website.

I had the same experience when I tried to solve the conflict with HMP.A's Exploit Protection with Support.

 

Well that's hard to determine and is it malicious? Do you have an example you can send to me via PM?

Thanks,

Daniel

 

What webroot understands as personal data? what data is that, where is located...?

 

I remember one on a test site for IE, to show off mixed content protection(as that one was injected via HTTP on a HTTPS site), but unfortunately MS has taken it offline since they now have Edge.

 

To me it looks like the type of Financial Malware that tries to steal your personal data: http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C6_IDProtection/CH6a_ManagingID.htm

"Managing Identity Protection

Identity Protection protects you from identity theft and financial loss. It ensures that your sensitive data is protected, while safe-guarding you from keyloggers, screen-grabbers, phishing schemes, and other information-stealing techniques."

Daniel

 

It gave an impression that most of their support staffs has been replaced with newbie. Have encountered a even ridiculous reply via support ticket on licensing issue which asked me to phone in(Not even toll-free, am from asia) to get it sorted who claimed it can't help via ticket.... Wonder what has happened to the support department?

 

https://community.webroot.com/t5/We...ivirus/Fast-Scans-When-Offline-How/ta-p/20328

 

Updated adguard for windows to 6.0 version and WSA started to monitor it with dbxxxxxdb and a lot of file fragments. Tried to submit new app with wsa tolook at it but it was locked on finalizing upload and never finished the upload and told me anything.

 

Contact support and ask them to whitelist the unknown files from your PC Webroot Customer Service it's very simple then you can delete those monitoring files dbnumbersdb after you hear back from them and run a scan.

 

Continue to get message " waiting for webroot filtering extension" while using Chrome.
It slows down browsing.

 

Can you tell me the version of the Web Filter?

 

Just got an update to v9.0.8.78 a few minutes ago...must be a beta, surely.

 

Yes it is!

 

And, this came through just over half an hour ago...Obviously, I allowed.

 

Can you please Submit a Support Ticket and ask them that Question as I will be out most of the day.

Thanks,

Daniel

 

Please let us know what the answer is from Support.

 

Just got v9.0.8.79...I don't know if is a beta.