The Issue:
On April 5, 2018, Webroot experienced an issue affecting some business and consumer customers using Webroot SecureAnywhere in Mac environments. Webroot incorrectly identified some Adobe and other software files as malware. Actual malicious files were identified and blocked as normal.
The Solution:
The Webroot team is aware of this issue and has released a fix: definition build 822. Customers should confirm they are running this definition build, and can update Webroot on devices by right clicking on the Systems Tray. Do not quarantine any files until you’ve updated to definition build 822.
If you have already quarantined files, please do not restart the system or the Webroot agent. Restore the items from quarantine first, and then rescan after you have updated the definition build.
If you have just scanned your computer and have not yet quarantined any files, close the scan results screen. Then update and verify you are on definition build 822, and rescan.
We appreciate your patience and working with us in resolving this issue. For more information, please see our Knowledge Base article here.
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Does this mean any automated fix ISN'T gonna happen? And after several days, shouldn't the agents have all reported in??? Any new systems that haven't been turned on that are turned on now should have checked in and downloaded the new build I'm hoping????
I prefer not to have to call support unless Webroot wants 300+ tickets put in knowing we don't all have physical/remote access to the systems in question.
Where's the fix??? Where's the compensation for this???? We and our clients are out a LOT of money due to this. It's the second time this has happened and my inbox is full of false positive alerts.
I'm simply waiting for the automated fix. Hurry up.
Hey John,
I've talked with our team and someone will be reaching out directly to you to help and assist you with this issue. Our support team is happy to look at this on an individual level and in more detail. Look for an email and/or phone call from them soon.
Thank you.
I've talked with our team and someone will be reaching out directly to you to help and assist you with this issue. Our support team is happy to look at this on an individual level and in more detail. Look for an email and/or phone call from them soon.
Thank you.
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