"Scan with Webroot" Bug seems fixed in latest Betas!

Discussion in 'Prevx Betas' started by gate1975mlm, Aug 12, 2012.

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  1. gate1975mlm

    gate1975mlm Registered Member

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    Hey guys :)

    I don't want to jump for joy just yet :) lol but it seems that my issue with the "Scan with Webroot" bug has been fixed in every beta build after version 8.0.1.203.

    See thread below for the issue I was having.
    https://www.wilderssecurity.com/showthread.php?t=326909

    Right click "Scan with webroot" has not stopped working even once since installing any beta versions after the 8.0.1.203. So the last time "Scan with Webroot" stopped working was with 8.0.1.203 version.

    So it looks like all those "logs" I sent to tech support has paid off :)

    I truly believe in the next few years Webroot Secure Anywhere will be considered one of the top AntiVirus programs on the market! It sure is my favorite Antivirus ever!

    :thumb:
     
    Last edited: Aug 13, 2012
  2. Triple Helix

    Triple Helix Webroot Product Advisor

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    Ontario, Canada
    Great to hear! ;)

    TH
     
  3. gate1975mlm

    gate1975mlm Registered Member

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    O Shoot! :(

    Maybe I spoke to soon would you believe I left my computer for a few hours late sunday afternoon and when I came back the "Scan with Webroot" was not working again. Of course shuting down and re starting Webroot fixed it. This is the first time it has stopped working since using the betas. The only thing I did before leaving my computer for a few hours was right click on the desktop and select "Show Desktop icons" to hide the icons on my desktop. I did this because I had people over and did not want them to see all the icons I have on my desktop. I wonder if using the "Show Desktop icons" feature could have some how caused the "Scan with Webroot" to break? Anyway what ever caused it seem to happen much less now since using the latest betas. Hopfully Webroot is still trying to fix it for good.

    It just blows my mind how just hours early I was telling you how I think its now fixed in the latest betas because it had not breaked in like over a week and then it breaks just a few hours later in the same day. Very crazy!
     
    Last edited: Aug 13, 2012
  4. Techfox1976

    Techfox1976 Registered Member

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    It dies when the service crashes and restarts. Windows still tries to send the command to the old service instance and that doesn't exist. Knowing the way Windows works, this is probably a pain to fix. :\

    Trickier part is that it's not easy to get the service to crash and restart unless something is broken on the computer. :/ So I bet that makes it difficult to test and reproduce. :(
     
  5. gate1975mlm

    gate1975mlm Registered Member

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    Yes unfortunately this does look like a very hard bug to fix :(

    Running now the latest Official build 8.0.1.229 and the "Scan with Webroot" is still breaking at random times :(

    I uninstalled and reinstalled again and when it stops working again and I know it will I will upload some more logs to tech support.

    This is the only thing that ticks me off about Webroot Secure Anywhere. As I have never ever had this kind of issue with other other software that adds a right click item. And what makes it even worse is I seem to be the only one having this issue :(
     
  6. Techfox1976

    Techfox1976 Registered Member

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    I would poke to see if you can find any crash dumps from the service crashing so that can bee evaluated for the cause of the crash.
     
  7. gate1975mlm

    gate1975mlm Registered Member

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    Where would I find the crash dumps for WSA?
     
  8. Techfox1976

    Techfox1976 Registered Member

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    Hmm... Meh, Windows does weird things.

    Mainly search the hard drive for *.mdmp files, then hopefully you will find one that coordinates with the timing of a log entry in WSA saying the service stopped unexpectedly. :\ There are also MS utilities that can watch the service process and automatically dump it when it crashes, but I can't remember them off-hand.
     
  9. gate1975mlm

    gate1975mlm Registered Member

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    I have just sent new logs to tech support so we will see what happends.
     
    Last edited: Aug 26, 2012
  10. gate1975mlm

    gate1975mlm Registered Member

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    I was able to look at the event logs and there were so many errors that reported "WRSA service stopped working".

    Here is what it said which is from when "Scan with Webroot" last stopped working which was this morning.


    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/ev​ent">
    <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>
     
    Last edited: Aug 29, 2012
  11. Techfox1976

    Techfox1976 Registered Member

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    Lots of those? Wow.

    So gotta figure out why it's crashing so much. If it doesn't crash, scan will work. :)
     
  12. gate1975mlm

    gate1975mlm Registered Member

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  13. gate1975mlm

    gate1975mlm Registered Member

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    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.
     
    Last edited: Sep 6, 2012
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