Skip to main content
Solved

Preventing files to be put in quarantine


Hi,

 

My son is playing Fortnite and for playing tournaments, he is using a 3rd party program called War Legends. Whenever I try to download and install it, Webroot flags it as containing virus. I googled the program and came across an official statement from the company, stating the files do not contain any virus.

Ok, I thought I will just allow the file in both the download folder and installation folder. I did so in Webroot “block/allow” and I also whitelisted the installation folder and the .exe file in said folder.

However, on a daily basis, I have to manually restore the file from the installation folder because Webroot flagged and removed it. The whitelist file/folder I put in, are also gone and the file I allowed is back to being blocked.

I submitted both the downloaded file and the .exe file through webroot, but is there a way I can keep webroot of the installation folder and installed file? It’s getting annoying that I have to do this every day.

/Mikael

Best answer by TripleHelix

Hello @MikaelS11 

 

Please Submit a Support Ticket and ask them to whitelist your unknown files in the Webroot Cloud Database and that will fix it for you and everyone that has this issue!

 

Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue. A reply from Support should take from 24 to 48 hours but could take a little longer because of COVID 19 and the Webroot Employees are busy working from home.

 

Thanks,

View original
Did this help you find an answer to your question?
This topic has been closed for comments

2 replies

TripleHelix
Moderator
Forum|alt.badge.img+63
  • Moderator
  • 8934 replies
  • Answer
  • February 3, 2021

Hello @MikaelS11 

 

Please Submit a Support Ticket and ask them to whitelist your unknown files in the Webroot Cloud Database and that will fix it for you and everyone that has this issue!

 

Note: When submitting a Support Ticket, Please wait for a response from Support. Putting in another Support Ticket on this problem before Support responses will put your first Support Ticket at the end of the queue. A reply from Support should take from 24 to 48 hours but could take a little longer because of COVID 19 and the Webroot Employees are busy working from home.

 

Thanks,


  • Author
  • Fresh Face
  • 4 replies
  • February 3, 2021

Hi @TripleHelix ,

 

Thanks for the response - I’ve submitted a ticket now.

/Mikael