"Scan with webroot" & "permanently erase with webroot" Stop working!

Well this is now really starting to piss me off!

The on going issue I have been having with the right click "Scan with webroot" is not only still happening in Build 8.0.2.14 now the new "permanently erase with webroot" also stops working at the same time!

I uploaded more logs to Webroot Support but I have a feeling this is not going to be fixed!

I really love Secure Anywhere but this issue is really getting me mad!

Now I understand Webroot techs are having issues figuring out what is causing the crashing in the first place. But is it possible to fix webroot so at least the "Scan with webroot" & "permanently erase with webroot" can be restart when it does crash?

I am really trying not to get upset about this and be a happy customer but its getting hard.

Screenshot of the error report!
http://ist1-4.filesor.com/pimpandhost.com/1/_/_/_/1/1/b/1/C/1b1Ca/Clipboard%20Snapshot.jpg


log name: system
source: service control manager
date: 9/26/2012 2:42:17 pm
event id: 7031
task category: none
level: error
keywords: classic
user: n/a
computer: bedroom-pc
descr1ption:
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" (greater than)
system (greater than)
provider name="service control manager" guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" eventsourcename="service control manager" / (greater than)
eventid qualifiers="49152" (greater than) 7031 (less than) /eventid (greater than)
version (greater than) 0 (less than) /version (greater than)
level (greater than) 2 (less than) /level (greater than)
task (greater than) 0 (less than) /task (greater than)
opcode (greater than) 0 (less than) /opcode (greater than)
keywords (greater than) 0x8080000000000000 (less than) /keywords (greater than)
timecreated systemtime="2012-09-26t18:42:17.265625000z" / (greater than)
eventrecordid (greater than) 268629 (less than) /eventrecordid (greater than)
correlation / (greater than)
execution processid="584" threadid="9380" / (greater than)
channel (greater than) system (less than) /channel (greater than)
computer (greater than) bedroom-pc (less than) /computer (greater than)
security / (greater than)
/system (greater than)
eventdata (greater than)
data name="param1" (greater than) wrsvc (less than) /data (greater than)
data name="param2" (greater than) 1 (less than) /data (greater than)
data name="param3" (greater than) 10000 (less than) /data (greater than)
data name="param4" (greater than) 1 (less than) /data (greater than)
data name="param5" (greater than) restart the service (less than) /data (greater than)
/eventdata (greater than)
/event (greater than)

 

We will definitely fix this but it is currently isolated (we have had no other reports) and therefore difficult to diagnose. I still come back to the question of: do you need to be using the right click Scan with Webroot? WSA scans every file as soon as it enters the system and is written to disk so you don't need to scan it again.

 

Well no I don''t have to use it of course but I like using it. I guess its just a bad hapbit. Or maybe you could say a good habit too lol

But actually I have a question for you. If you think the "Scan with webroot" & "permanently erase with webroot" are not needed then why does Webroot include this feature in there products in the first place?

 

Scan with Webroot is primarily in place for network administrators who have disabled on-write scanning on a server so that they can scan file shares/etc.

Permanently erase with Webroot is a new feature which can be used to securely erase files, so there is definitely added value there.

 

I agree, if it isn't needed it should not be there in the first place

 

oh ! i am using "scan with webroot" to scan malware packs containing large amount of 0/1-days malwares, to have an idea of its detection rate

 

LoL

 

yes , honestly

i dont see any other usage of the context menu entry, except scanning potential infected folders/files

 

That only uses a small part of WSA's potential WSA's strength is on execution where Behaviour analysis and Heuristics comes into play!

TH

 

Because, let's face it, those files in those folders are dormant until executed.

 

i know, i know, WSA's RT catch them when you open the folder.

 

I have a directory with legitimate downloads since 2005 (55,902 files and directories). When I open it with other stuff RT, it takes 90 seconds or so until my computer functions on it. With WSA, about 12 seconds.

 

yep, WSA's scans are pretty fast

 

I was searching the Net, to see if anybody was having this same problem with Webroot, and found this forum. I'm using the current version, and this happens to me quite often, where I try to right click and scan a file or a folder, and WR does not respond at all. But, after doing a restart, it starts working again. This is definitely a bug, and I was a computer programmer for 40 years, so I pretty much know a bug when I see one. I'm just reporting, that the problem is certainly not fixed, and quite annoying. I was downloading some RAR files today, and one of them reported as being unsafe. I was not sure if the message was coming from Windows Defender or WR, but since I was pretty sure about the contents of the RAR file, I still downloaded it. I wanted to scan the file on my HD with WR, to see if it saw anything, and it would not scan at all. I started WR to make sure it was running, and it was. So, I did a windows restart, went back and tried a right click scan, and it worked fine, telling me nothing was wrong with the file. I even scanned the entire folder the file was in, which I could not do until the restart of windows. It was probably Windows Defender telling me something was not safe, so I wanted to do a secondary scan with WR after the download, because I knew the file extension was RAR.

That's my story, and I certainly hope WR figures out the solution, sooner better than later. thanks, and glad to join your very informative forum.

oh yea, I'm running Win 7 Home Premium, HP G62 laptop. 4 gig ram, I3 CPU, 64 bit.

 

Thanks for the report - could you let me know if you have any other security software installed?

Thanks!

 

not running anyother security software, outside of Windows Defender, and Webroot Secure Anywhere 8.0.2.27. never had a problem before with either one of them. in fact, I love Webroot, until this problem started occurring.

 

The problem usually occurs when the Webroot service crashes for some reason. Check your system event logs for WRSA.exe crashing or similar, or in your WSA logs for a message saying the service stopped unexpectedly. Either of those are indicators of the issue and will want to be examined.

 

I glanced through the Event Log, and I have so many entries it would take forever to find that specific one. But the next time it occurs, I'll provide that info. One other thing, since I'm talking about WR problems, is one I had last week. I started a WR Scan, and it got stuck on "$mbr.1" and stalled forever. It was located at c/$mbr.1, so said WR, but it did not exist. I started searching around, and saw many people had encountered that, and it was reported as a false positive. None of the scans since then has done that, so maybe WR has addressed that problem, I don't know.

 

I just did a FIND for wrsa.exe in the Event Logs, and it found nothing.

 

Sorry to say I am still having this issue happen all the time.

Webroot Techs have me running a debugger called "WinDBG" for when the "Scan with webroot" stops working but the webroot techs so far are having no luck in finding the cause of the crash even with the info they collected from the debugger! This is so frustrating because its been going on since I first started using Webroot Secure Anywhere and I have a bad feeling its never going to get fixed.

Webroot techs have me once again running the debugger but if it did not find the cause of the crash before I don't see how it will the next time either.

I am almost at a point where I am going to say the hell with it and just move on.

However I do want to thank Lucas Moore Webroot Escalation Engineer for working with me in trying to help find the cause of this issue.

Can anyone from Webroot tell me if this will be fixed or not?

Just to be clear I have never ever had this kind of issue with Avast or any other program that has a right click explorer item in the context menu.

I hope there will be some good news on this issue some time soon.

 

The thing though that not everyone has this issue I never did and it always works fine on my main system Win 7 Ultimate 64bit & 5 VM`s, XP Pro 32bit, Vista Ultimate 32bit, Win 7 Ultimate 32bit & Win 8 Pro 32bit & 64bit.

TH

 

I know and that makes it all the more frustrating for me.

I see this issue happen on both Windows 7 64 Bit and Windows 8 64 Bit computers.

 

Are you by chance not running Windows Defender on these computers?

Because I was thinking there's a small chace Windows Defender is teh cause of "Scan with webroot" stopping.

 

Yes only on Win 8 Pro 32bit & 64bit and it still shows fine for testing purposes.

TH

 

Indyrod have you also been working with Webroot tech support to try and figure out this what is causing this issue and how to fix it?

Do they have you running a program called "WinDbg" to look for the error when "Scan with webroot" stops working?

Its really crazy because I have used lot of different software over the years they add a right click context menu item and none of them every had this problem.

So this is a first for me.

I was hoping it would be fixed soon but it looking like it may never be fixed