Hi all,
This is the first time I've raised issues with Webroot Support and I am just wondering if I'm going about it in the wrong way. Webroot keeps flagging exe files compiled from MS Small Basic with various W32 malwares. Each time I flag it to support I get an automated reply saying the reported false positive has been whitelisted. The trouble is that the file just gets flagged with a slight variant malware name and so we go on. So far I've been round this 3 times despite asking for a comprehensive fix. Is there a better way to go about this?
Thanks,
Andy.
+56If you're on the business version it will now let you whitelist folders, so that you don't have to worry about new compiled apps triggering Webroot.
Many thanks for the quick reply. I just bought a 5 user license for the personal version so I'm not sure what the options are for upgrade. Ideally though I need a solution that works without needing to upgrade. This doesn't feel like it's a premium requirement 😉
+56We've got a 70 day return period, so you could return the consumer version and purchase the business version instead. Would that work?
Thanks again.I bought my license from a 3rd party reseller so I'm not sure I have an option to get a refund and upgrade.
Is there any way to get support to remove *all* false positives for *all* MS Basic compiled exes? If I google I can see various posts on this topic from around the net going back several years so it's not like it's a new problem. I would have expected it to have been resolved by now.
Is there any way to get support to remove *all* false positives for *all* MS Basic compiled exes? If I google I can see various posts on this topic from around the net going back several years so it's not like it's a new problem. I would have expected it to have been resolved by now.
I would think removing the FP's from ALL MS Basic compliled .exe's would be rather dangerous wouldn't it? I mean that would prevent WSA from doing any detections of such compiled files, basically globally whitelist them. It would invite malware coders to simply do some coding in basic, or am I just entirely misunderstanding the issue here?
+56One thing we could do is discount what you already paid for the consumer version off purchasing the business version, and then deactivate your consumer keycode. That way you don't have to deal with refunds through the vendor. Let me know if you'd be interested in that and I can connect you with someone here who can handle that.@ wrote:
Thanks again.I bought my license from a 3rd party reseller so I'm not sure I have an option to get a refund and upgrade.
Is there any way to get support to remove *all* false positives for *all* MS Basic compiled exes? If I google I can see various posts on this topic from around the net going back several years so it's not like it's a new problem. I would have expected it to have been resolved by now.
Yes, I understand your point. I'm not asking for it to be globally whitelisted in the cloud (although it would be handy to be able to apply that locally). The current approach seems to be totally reactive and on a case by case basis. What I would like is for someone there to identify all the false positives in one go and whitelist just them. There might be hundreds of similar patterns and I'm just going to hit one after another ad finitum. Is that possible? So far all my support requests seem to have been responded to by a bot rather than a human?
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