Skip to main content
FAQ

Incident Summary: February 24 Service Disruption & Resolution

  • February 28, 2025
  • 4 replies
  • 224 views
Incident Summary: February 24 Service Disruption & Resolution
TylerM
Administrator
Forum|alt.badge.img+25
  • Sr. Security Analyst & Community Manager
  • 1260 replies

To our Valuable Customers,

 

On the afternoon of February 24, Webroot users reported login issues and slow device performance. Our investigation revealed a surge in traffic to one of our cloud-based hash lookup services. To address this, we quickly scaled up backend capacity, restoring service within two hours.

Similar to an incident in December, a failure in agent logic led to excessive API calls, straining the cloud’s responsiveness and delaying certain processes.

 

 

To prevent future occurrences, we are implementing improvements, including:

  • Enhancing agent logic to reduce backend load during call failures.
  • Regularly reviewing and adjusting cloud capacity limits.
  • Re-architecting the agent’s cloud application for better scalability.
  • Optimizing AWS policies to strengthen platform performance.
  • Enhancing service monitoring for faster issue resolution.
  • Decoupling service dependencies to improve reliability.

 

We appreciate your patience and remain committed to delivering reliable endpoint protection.

– The Webroot Team"

Did this help you find an answer to your question?

4 replies

Jasper_The_Rasper
Moderator
Forum|alt.badge.img+54

Thank you for letting us know ​@TylerM 


TripleHelix
Moderator
Forum|alt.badge.img+63
  • Moderator
  • 8898 replies
  • February 28, 2025

Thanks ​@TylerM for the info! 


ProTruckDriver
Moderator

Thanks Tyler 😎


Ssherjj
Moderator
Forum|alt.badge.img+62
  • Moderator
  • 21832 replies
  • February 28, 2025

Thank you for the update. ​@TylerM 


Reply