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Webroot Identity Shield - Google Chrome unresponsive

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New Voice
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I have seen https://community.webroot.com/t5/Webroot-SecureAnywhere-Antivirus/Webroot-doesn-t-like-Google-Chrome/td-p/25242 and https://community.webroot.com/t5/Webroot-SecureAnywhere-Internet/Google-Chrome-help/td-p/78085 but I have a strange problem.
 
Google Chrome will not open unless I set Identity Shield / Application Protection chrome.exe in appdatalocalgooglechromeapplication googlechromeportablechrome-bin (I have installed and portable versions) from 'Protect' to 'Allow'.
 
The interesting thing is that both these entries are listed as being on e: drive. I have nothing connected as e: drive at the moment, though these entries would exist on my connected 😛 drive usb backup drive.
 
The active c: drive entries are not listed in Identity Shield though I do see them in Utilities / System Control where the are set to 'Allow'.
 
But, unless I set e: versions of chrome.exe in appdatalocalgooglechromeapplication googlechromeportablechrome-bin (I have installed and portable versions) to 'Allow' (from 'Protect', which does not sound good), Chrome browser becomes unresponsive and will not open. Setting to 'Allow' and browser is OK.
 
Is there a better way to fix this?

    2 replies

    JohnnyS
    • JohnnySOpenText Employee
    • OpenText Employee
    • 57 replies
    • April 30, 2015
    Hello,
     
    I've seen another customer with this issue. From memory a clean uninstall and reinstall should fix it. If your are interested in helping me investigate, please open a ticket on the support website and ask for me (Johnny) and I'll instruct you how to send in logs for analysis. If not just follow the steps below and it should take care of it:
     
    1. Uninstall Webroot 
    2. Delete %programdata%WRData
    3. Reboot
    4. Install Webroot
    Baldrick
    Ssherjj
    2 people like this
    • Baldrick
      Baldrick
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      Ssherjj
    P
    New Voice
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    • paulderdash
    • Author
    • New Voice
    • 38 replies
    • May 1, 2015
    Hi Johnny
     
    Thanks. I have quite recently done an uninstall / reinstall of WSA to clear my WRData folder which seems to grow inordinately large (I have raised a few support tickets about that and been through the process a number of times), but the Chrome issue returned. Shall I try again? Incidentally my WRData folder is again at 4.61GB ...
     
    Or do you want me to run wsalogs.exe (for attention Johnny) before I do that?
     
    Paul
     

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