I downloaded the Endpoint Protection Agent from Management Console. Run installation. Finished with information:
Next Steps:
The Webroot SecureAnywhere® application will launch automatically after you close this window. You will be guided through a few additional steps to finish activating your product.
But Webroot is never coming up. Even I tried to run it manually, no success. Don’t have any warning, for example, that I need to allow an downloading app either. Any idea why? And how to continue the installation steps?
Thanks.
Best answer by JDeBerry
Update - with the help of some colleagues and @hungpham, we were able to test our proposed code changes and appear to be seeing a positive result. Scan times have been dramatically improved on systems with large amounts of cloud-storage data from different providers (iCloud, DropBox, etc) in the testing we have completed thus far. These improvements will be introduced in version 9.7.5.X of OpenText™ Core Endpoint Protection for macOS. The scheduled delivery of this release is late October / early November.
The best short-term solution is to use the “Advanced Settings” or Policy controls in the console and configure the agent to run “Quick Scans” as opposed to Full Scans. If you are struggling to get the agent to complete its initial “learning scan” after installation - please contact our support team and we can assist further.
Hi Josh. I contacted the team, but basically no help. They either asked me repeatedly what I already wrote in the ticket, or sent me un-related information. Last reply was asking me to install EDR add-on (with extra license, I believe), while I am using Core Endpoint.
I ended up with uninstalling - reinstalling several times and now suddenly, I get everything work as expected.
After that, I asked how to exclude network drives like Google Drive and Dropbox from initial scan, but the supporters seem to miss my question, they just closed the ticket without answering :) Not very happy experience with this.
@TripleHelix Thanks for tagging me directly, I failed to see this response.
@hungpham My apologies for the negative experience. Would you mind sharing the 6-digit case number associated with your support ticket? Please avoid sharing any personal contact details; just the ticket number will do. I would love to review the interaction and provide any relevant feedback or coaching points to our team. This is not the type of experience we want our partners to have, and with your case number I will be able to follow up on that.
I am going to avoid speculating on why, after uninstalling and reinstalling repeatedly, the process finally completed successfully. This is absolutely not an expected behavior, but an explanation of root-cause would require further data (and potentially the ability to reproduce the installation failure). If there are no systems currently experiencing this, then it may be best to put it behind us. Regarding your inquiry about excluding certain folders from being scanned - this is not a feature currently offered within the Endpoint Protection agent. There must be a reason behind this request, I assume. Are you experiencing issues with the agent scanning cloud-storage files/folders? If necessary, I can get your case escalated to our Tier 3 team or simply work with you directly on this matter.
Please feel free to tag me in your response. While I am happy to help wherever possible, I do not actively monitor the community. Tagging me helps ensure I see your messages.
The reason that I would like to exclude Dropbox and Google Drive is that it takes very long time for scanning. I am in a 250Mbps fiber Internet connection, having around 70GB data on Dropbox and Google Drive, and it took… I don’t remember, might be more than 30 hours for the initial scanning. I needed to keep the computer running all the time, otherwise the scan would restart from the beginning.
@hungpham Thank you for sharing your ticket number and expanding upon your user experience. I will review the case and see where our opportunities for improvement exist so we can pass that feedback along.
The prolonged scan times for cloud-based storage locations is something we have had reported by a few other partners. I would like to have a discussion with our Product Management team to verify the current status of this work item before I provide information that may not be accurate. Please standby, and I should be able to provide more context either today or tomorrow.
Given the current design of the agent and options available within it - using the “Advanced Settings” to change the default scan type to “Quick” instead of “Full” would be the most effective short term solution. If you were struggling to get the agent to complete the initial full scan so that the different shields become enabled, I can help offer a solution to that problem. It sounds like you were able to get past that obstacle, however. Now that the shields are enabled, running a full scan becomes less significant to the overall system security so there is minimal risk in making this change to running “Quick Scans” in the short-term.
@hungpham I’ve sent you a response to the Support ticket I was provided.
For the larger audience - we are actively working on some changes within the Mac agent to help improve the “Full Scan” speed on systems which have a large amount of data in cloud storage locations. This may include (but is not limited to) iCloud, OneDrive, Dropbox, or Google Drive. I am not in a position to discuss specific release targets at this time; I will provide another update on this thread once I am able to share more.
Update - with the help of some colleagues and @hungpham, we were able to test our proposed code changes and appear to be seeing a positive result. Scan times have been dramatically improved on systems with large amounts of cloud-storage data from different providers (iCloud, DropBox, etc) in the testing we have completed thus far. These improvements will be introduced in version 9.7.5.X of OpenText™ Core Endpoint Protection for macOS. The scheduled delivery of this release is late October / early November.
The best short-term solution is to use the “Advanced Settings” or Policy controls in the console and configure the agent to run “Quick Scans” as opposed to Full Scans. If you are struggling to get the agent to complete its initial “learning scan” after installation - please contact our support team and we can assist further.
