Important update on new release for customers operating Webroot Secure Anywhere on Terminal Servers in a virtualized environment

 

Issued: 22nd November 2016

 

Overview of known issue:

Webroot has been actively tracking and monitoring an issue that affects some customers operating Terminal Servers in a virtualized environment. During a fault condition, a Winlogin 4005 error occurs where an RDS user is unable to connect to the RDS server, and the event logs display a message indicating that Winlogin has stopped responding.

 

Interim advice issued by Webroot engineering teams recommended setting the WSAB Self-Protection function to ‘Minimum’ on all Server Policies as this significantly reduced the frequency of Winlogin 4005 errors in most cases.

 

Update:

Further to that advice, Webroot engineering teams developed a new, stabilizing agent release to address causes of the 4005 error and made this agent available to a select group of customers to trial from 15th November.

 

This new v9.0.13.75 agent has shown noticeable improvement towards resolution of the 4005 issues with the select group of customers. Given the positive feedback, Webroot made a decision to make this new agent build available to all Webroot customers via ‘Auto updates’ today (Tuesday 22 November). This will eliminate the need for customers to manually install this agent build in in the field and should provide global relief.

 

Webroot engineering teams continue to complete regression and environment testing on a fix. The engineering and QA teams continue to treat this as their highest priority and are predicting that a new build will be targeted for release in December following in depth analysis of the stabilizing agent.

 

Following successful roll out of the fix and a suitable review period, Webroot will remove the recommendation to operate Self-Protection at the minimum setting and restore ‘Maximum’ as the default setting.

 

Webroot Release deployment steps

• Please log into the Webroot GSM management console and confirm the Webroot agent has been ‘Auto- updated (to v9.0.13.75) and is checking in on all machines.

Next Steps:

• Webroot will communicate an update to this message on/by Friday 2nd
  
• If you face issues with 4005 errors, please contact Webroot Support for assistance at your earliest convenience.

Webroot apologizes for the disruption and inconvenience caused and for the time taken to manage this complex fault.  We also thank you for your continued patience and understanding in this matter.



Kindest regards,

The Webroot Product Management Team