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Posted by limitz
- April 16, 2016, 08:56:25 AMQuote from: jjaymay29 on April 16, 2016, 06:51:00 AM
It was actually very simple... This is their letter to me edited for my protection:
Thank you!
Posted by jjaymay29
- April 16, 2016, 06:51:00 AMIt was actually very simple... This is their letter to me edited for my protection:
Hello,
Our apologies for the issues!
Please follow these steps and try to use the software again:
1. In the Cortana search bar, type "appwiz.cpl" (without quotes), and press Enter on your keyboard.
Scroll down the programs list until you see the Webroot security product.
Click the Webroot security product entry once to select it, then click "Uninstall/Remove."
When asked if you are sure you want to uninstall, click "Yes" and follow any prompts that appear.
2. Restart your computer.
3. Click the Windows Start button.
4. Follow the steps below for your Windows version:
d, Windows 10: In the Cortana search bar, enter the following text into the field exactly as it appears below, and then press Enter:
%PROGRAMDATA%
5. Locate the WRData folder. This folder may not be present; if it is not, then continue to Part 2. If it is present, right-click the WRData folder and select Rename. Change the name to WRData1.
download the latest installer.
1. Save the file to your desktop.
2. Double-click "wsainstall.exe" to run the installer.
3. Enter your keycode when prompted.
Your keycode is: Your keycode
4. Click Agree and Install.
5. If asked "Would you like to automatically import the settings that were used in your previous installation?", click No. Webroot SecureAnywhere reinstalls itself.
A scan may begin automatically, depending on how recently a scan was completed.
This should resolve the issue you reported. If not, please send us another message to let us know so that we can assist you further.
Regards,
Webroot Advanced Malware Removal Team
Hello,
Our apologies for the issues!
Please follow these steps and try to use the software again:
1. In the Cortana search bar, type "appwiz.cpl" (without quotes), and press Enter on your keyboard.
Scroll down the programs list until you see the Webroot security product.
Click the Webroot security product entry once to select it, then click "Uninstall/Remove."
When asked if you are sure you want to uninstall, click "Yes" and follow any prompts that appear.
2. Restart your computer.
3. Click the Windows Start button.
4. Follow the steps below for your Windows version:
d, Windows 10: In the Cortana search bar, enter the following text into the field exactly as it appears below, and then press Enter:
%PROGRAMDATA%
5. Locate the WRData folder. This folder may not be present; if it is not, then continue to Part 2. If it is present, right-click the WRData folder and select Rename. Change the name to WRData1.
download the latest installer.
1. Save the file to your desktop.
2. Double-click "wsainstall.exe" to run the installer.
3. Enter your keycode when prompted.
Your keycode is: Your keycode
4. Click Agree and Install.
5. If asked "Would you like to automatically import the settings that were used in your previous installation?", click No. Webroot SecureAnywhere reinstalls itself.
A scan may begin automatically, depending on how recently a scan was completed.
This should resolve the issue you reported. If not, please send us another message to let us know so that we can assist you further.
Regards,
Webroot Advanced Malware Removal Team
Posted by C~M
- April 15, 2016, 10:35:41 PMQuote from: limitz on April 15, 2016, 09:00:48 PM
Mind sharing what the fix is?
Get rid of it and get something better.
Posted by limitz
- April 15, 2016, 09:00:48 PMQuote from: jjaymay29 on April 15, 2016, 08:13:34 PM
just to let everyone know.... webroot replied with how to fix it and its is working perfectly now...thanx
Mind sharing what the fix is?
Posted by Mayhem
- April 15, 2016, 08:31:51 PMThanks for the update!
Posted by jjaymay29
- April 15, 2016, 08:13:34 PMjust to let everyone know.... webroot replied with how to fix it and its is working perfectly now...thanx
Posted by limitz
- April 15, 2016, 07:18:27 PMI have submitted a report to Webroot.
Posted by jjaymay29
- April 15, 2016, 01:42:12 PMthe funny thing is that it still closes the same way when i disable webroot
Posted by Mayhem
- April 15, 2016, 01:39:15 PMOk, and thank you for sending in the ticket.
Posted by jjaymay29
- April 15, 2016, 01:25:30 PMyes i am... i sent them a ticket
Posted by Mayhem
- April 15, 2016, 11:53:26 AMThis is from Webroot :
When you receive reports of possible false positive detections on your application files, please advise your customers to open a Webroot support ticket. This will ensure that we get the required data and can verify that elevated heuristics settings on the client are not causing the erroneous detection.
You can send them the following response, which will be extremely helpful in resolving further false positive issues:
"To identify your issue, it is necessary for Webroot to have log files from the Webroot SecureAnywhere application on the affected computer system. Please right-click the SecureAnywhere icon in the system tray (next to the system clock display) on the computer which is experiencing the problem, then choose "Help and Support". Select "Open a Support Ticket" on the Webroot support web site that opens. By following these steps, the necessary data should upload automatically for Webroot to review and troubleshoot."
Thank you for your patience with this issue.
Sincerely,
The Webroot Advanced Malware Removal Team
When you receive reports of possible false positive detections on your application files, please advise your customers to open a Webroot support ticket. This will ensure that we get the required data and can verify that elevated heuristics settings on the client are not causing the erroneous detection.
You can send them the following response, which will be extremely helpful in resolving further false positive issues:
"To identify your issue, it is necessary for Webroot to have log files from the Webroot SecureAnywhere application on the affected computer system. Please right-click the SecureAnywhere icon in the system tray (next to the system clock display) on the computer which is experiencing the problem, then choose "Help and Support". Select "Open a Support Ticket" on the Webroot support web site that opens. By following these steps, the necessary data should upload automatically for Webroot to review and troubleshoot."
Thank you for your patience with this issue.
Sincerely,
The Webroot Advanced Malware Removal Team
Posted by Mayhem
- April 15, 2016, 11:36:02 AMAre you using Webroot as well?
Posted by jjaymay29
- April 15, 2016, 11:25:14 AMim having the same problem.... exact same problem. any fix yet?
Posted by limitz
- April 15, 2016, 08:45:17 AMLooks as though you had to fill out a form and submit it to Webroot in order for them to reverse the false - positive, which resolved the issue? Seems like a pain in the butt.
"I sent them an email quite sometime ago .. and heard nothing back. I will try again tonight."
"Hopefully that will be resolved soon .. as this time around, I found their proper "Threat Found - False Positive" contact form."
"Webroot finally replied back to me.
We have reversed this false positive. Thank you for your patience with this issue.
Sincerely,
The Webroot Advanced Malware Removal Team"
"I sent them an email quite sometime ago .. and heard nothing back. I will try again tonight."
"Hopefully that will be resolved soon .. as this time around, I found their proper "Threat Found - False Positive" contact form."
"Webroot finally replied back to me.
We have reversed this false positive. Thank you for your patience with this issue.
Sincerely,
The Webroot Advanced Malware Removal Team"
Posted by Mayhem
- April 14, 2016, 02:34:03 PMQuote from: limitz on April 14, 2016, 02:16:07 PM
No error shows it just quits and closes itself.
Okay I manually shut down Webroot and it ran without interruption. It was quarantined in Webroot and so I 'Allowed' it in the Allow/Block catergory. However, it shows BingSearchBot24 as this instead 'rv0cd_n4.exe in f:/temp'. I can not get Webroot to identify it as the title of the program 'BingSearchBot24'. So, without the proper title (BingSearchBot24) allowed within Webroot it will still run into the crashing issue because Webroot will flag it.
f:/temp - is the location of my RAMDisk, not sure why Webroot is pointing to that directory when BingSearchBot24 is located in my D: drive.
'rv0cd_n4.exe' - Does this look familiar to you, and is this related to BingSearchBot24.exe?
At least, we narrowed it down to Webroot being the prankster here.
That "'rv0cd_n4.exe" is nothing to do with BingSearchBot. The bot does not use, load or rely on any other .exe programs.
I'll see if I can find any info on Webroot when I get back later tonight.