Hello all,
Has anyone been experiencing this issue with the Webroot Endpoint Protection agent for MAC? All our managed MACs in various sites, running macos 11/12/13/14, are experiencing this issue. This has been happening since October 2023. This happens after a reboot where the agent will load correctly and then crash during a scan.
Webroot Support has not provided any ETA on a fix.
Thanks for any feedback,
Michael
Best answer by TylerM
I talked internally with support and they said this is CAG-2088 defect. It’s going to be fixed not in the next release coming, but the release after that. They said to reach out to support through your ticket to be added to the CAG-2088 defect if you haven’t already and to get an ETA of that release (I don’t have one at this time).
Thanks!
+63Hello
It’s best to contact Webroot Support Directly and they will let you know what’s going on.
https://www.webroot.com/us/en/business/support/contact
If you have time please let us know the outcome.
Thanks,
Thanks for the response TH.
I have a ticket open with support and they have no ETA on a resolution to the issue. I wanted to see if anyone else is experiencing this in their environment.
+63Thanks for the response TH.
I have a ticket open with support and they have no ETA on a resolution to the issue. I wanted to see if anyone else is experiencing this in their environment.
Okay sure thing! I can ping a couple of Mac users
Thanks,
+5Hi. I’m afraid i’ve never seen this message, my endpoints seem fine.
I’ve just checked a couple and they havent got this message. My Management console is also showing endpoints across all sites (I have 30 sites) checking in today.
I hope support are able to assist.
+25I am currently not using endpoint security as my clients are all consumers and they want their own control. I have no more business clients these days. Sorry, I can’t comment on the issue.
+5Do let us know
+25
I talked internally with support and they said this is CAG-2088 defect. It’s going to be fixed not in the next release coming, but the release after that. They said to reach out to support through your ticket to be added to the CAG-2088 defect if you haven’t already and to get an ETA of that release (I don’t have one at this time).
Thanks!
That’s not really a good enough answer
We will be remediating this issue in the upcoming release, which is slated to start deployment within ~2 weeks.
In the meantime, there is a workaround to this issue. This issue is caused when a machine is rebooted with the Webroot SecureAnywhere UI open. When the reboot occurs, the OS will by default re-open any programs that were running at the time of the reboot. When the UI process is restarted, it is thrown out-of-sync with our security process (that is also restarted in the background).
Our security daemon process is still running in the background and protecting the machine; the UI is just unable to receive data from the daemon process.
To workaround this issue, a user may either manually or automatically shutdown the UI process and restart it.
Manual Workaround:
Automatic Workaround:
sudo killall -9 Webroot\ SecureAnywhereopen /Applications/Webroot\ SecureAnywhere.app
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