new webroot update causing strange keyboard and mouse issues

Discussion in 'Prevx Releases' started by zfactor, Feb 13, 2014.

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  1. zfactor

    zfactor Registered Member

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    this started a few days ago webroot is causing some strange issues causing erratic mouse movement and disappearing arrow when hovering over certain things like a box to enter a password etc. and the keyboards cursor is not showing up in the entry boxes at all you can type but there is no blinking cursor and while typing fast it is skipping some letters.

    this is a real estate office that has 6 pc's and webroot is on all 6. this is only happening on 2 of their systems for some reason if i turn off the identity shield everything seems to be better and if i uninstall webroot and reboot everything is fine. i re-installed and rebooted and issue comes back again. tried this 3 times on one of the machines.

    ran scans with malwarebytes, deep mode webroot, eset online, dr web cure it, among a few others and found nothing as far as infections go. i see no strange services and no odd files. these only run select programs and nothing more. and all systems there run the same exact software setups and are the same hardware wise. so its very odd the problem is only happening on 2 out of the 6.

    any ideaso_O if i cant resolve we will have to ditch webroot and i hate to because they have had no infections since i installed it for them which is a first. all previous attempts with any other av i have had running on their machines have led to infections and yes this is being 100% honest and we have had 3 other major players installed prior to webroot (systems were formatted and webroot was installed on a fresh win 7 install each time)
     
  2. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    That's strange - the latest update does not have any ID Shield related changes. Was this happening at all on the previous version? It may be worth sending in a log file to our support team and having someone take a look at it remotely if possible.
     
  3. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Also, if you could send me a log file to my username @ gmail.com, I'll take a look at it as well (but it would be worth sending it to Support as well as my schedule is pretty tight at the moment).
     
  4. zfactor

    zfactor Registered Member

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    just started within the last 3-5 days. im going there tomm to take another look and ill see if i can send you a log file and one to support. but its for sure to do with webroot. the only thing that fixes the issue is to either disable it or remove it fully. then all is okay? weird.
     
  5. DoctorPC

    DoctorPC Banned

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    Same issue.

    Have you noticed losing the ability to type ANYTHING into a browser, and some other applications? It's one of the reasons I was forced to remove Webroot from my home computers (6), and the enterprise ones I deployed it on.

    I really cannot be beta testing products, no offense.
     
  6. zfactor

    zfactor Registered Member

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    yup. at times could not type anything. i had to close ie11 and re-open it then i could type but then once again there was no cursor and it skipped letters etc. i was there today and for now they had me remove webroot. i will try to get a log for you joe but they had clients coming in for listings all day today and did not want the downtime. there is one system they let me leave it on for now but i cant get back there till tues because no one will in the office. ill see if i can get a key (they have been using my services for almost 8 years so i usually can ask for a key to let myself in without a problem) but i cant get back there myself till probably sunday unless i got overnight. they were also saying the system in the back was doing the same thing and that has a wired ps/2 mouse and keyboard not wireless which is why i looked beyond the wireless keyboard and mouse right from the start and the only thing i could think of that otherwise they have in common was webroot.
     
  7. superssjdan

    superssjdan Registered Member

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    I run WSA current build along with ESS7 current build on 2 machines: 1 with 7x64,1 with 8.1x64,each along with adguard, and have not encountered these issues as of yet. Will try to replicate and will post back should I find any similar issue.I would try messaging Rakanisheu over on the Webroot community, and he may be able to help you pin something down. I have always found him to be quite helpful.
     
  8. Triple Helix

    Triple Helix Webroot Product Advisor

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    One thing Joe did ask for is some logs with the one's having issues as I see no issue either.

    Thanks,

    TH
     
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