phone rings ONCE and THEN the call gets blocked.

Hi Jands,

Do you still have any of the previous call blocking utilities installed?  If they are trying to take action first but are set to allow the call through, our app may be picking up on it after the fact.  Could you please remove any of those other apps first in order to check for possible conflict?

I also wonder if you might mean that as the caller you hear it ring once before the call is blocked.  That does not mean the phone itself is ringing but rather that the carrier is sending you a ring tone to signify that you are making a call.  That may have no bearing on the phone itself ringing.

Also, considering it sounds like there are other similar apps present, it would be advisable to make sure the number you are trying to block is in our block list.  To do so, open the Webroot app, tap Identity & Privacy, and tap Call & SMS Blocking.  Then tap Blocked Numbers.  Please ensure the number you are trying to block is in that list.

If both suggestions have been attempted and the ringing is coming from the phone itself, it would be advisable to open a support ticket here so we can gather some logging information from the device to see why this might be occurring.
 
Please include the Android OS version and the exact make and model of the phone in your ticket.  Also please ensure you are using version 2.7.0.2534 of our app, which is the most recent version as of the time of this post.
 
Best Regards,
 
Jim
Community Specialist

Thanks for the reply.

Do you still have any of the previous call blocking utilities installed? 
 
No
 
Could you please remove any of those other apps first in order to check for possible conflict?
 
I ONLY have webroot installed.

I also wonder if you might mean that as the caller you hear it ring once before the call is blocked.  That does not mean the phone itself is ringing but rather that the carrier is sending you a ring tone to signify that you are making a call.  That may have no bearing on the phone itself ringing.
 
My phone rings once when a number that is on my blocked list calls me.
 
Also, considering it sounds like there are other similar apps present, it would be advisable to make sure the number you are trying to block is in our block list.  To do so, open the Webroot app, tap Identity & Privacy, and tap Call & SMS Blocking.  Then tap Blocked Numbers.  Please ensure the number you are trying to block is in that list.
 
Yes, the number is in the block list.
As I wrote, it does get blocked, but only AFTER the phone rings once.
 
If both suggestions have been attempted and the ringing is coming from the phone itself, it would be advisable to open a support ticket here so we can gather some logging information from the device to see why this might be occurring.

A support ticket was opened on Apr 14, 2012 5:37, but it has not yet been dealt with by webroot staff.
 
Please include the Android OS version and the exact make and model of the phone in your ticket.  Also please ensure you are using version 2.7.0.2534 of our app, which is the most recent version as of the time of this post.
 
Android: 2.3.4
Phone: Experia Pro (MK16i )
Webroot version: 2.7.0.2534
 
Regards,
jands

Hello,

I found your support ticket. We've requested in our reply to please provide logs from the device. It would also be beneficial to know the name of your carrier. Please follow up via the email we've sent through the support site, and we will be happy to continue assisting you. :)

- Jim

This has been reproduced in-house and we're looking into it now.  A product manager here thinks it's kind of wonky too, so it should hopefully get some decent attention. :)
 
Thank you very much for the report and alerting us to the weird way it's working. Jim and the support team will continue to work with you because it doesn't happen in all cases, so we need to figure out what causes it.  It didn't happen on any of the QA devices. :  Hopefully we will have a fix for it soon.   No way to say precisely when unfortunately.
 
In order to facilitate finding a solution, we would like to hear from anybody who has the same issue.  Just let us know in this thread and we'll work from there.

Thanks!
 
Yes, ..I have done some tests myself (blocked my friends and then asked them to call me) and I noted that the problem IS there, BUT it is not consistent!!!!

Sometimes there is one ring, and then the call gets blocked, and sometimes the call gets blocked immediately.
 

I, too, get one ring, then the call is blocked. It's always from a "blocked" or "unknown" number. I just thought this was normal when this feature kicked in. I probably get 4-5 of these "calls" a day. Only once has someone actually left a message on my voicemail that needed to speak to me from a company. Other than that, if they don't leave a message, I just clear it, and move on.

Definitely not normal, established (paid) call blockers solved this problem years ago (I have used Blackballer for Nokia Symbian, and Easy Filter Call and SMS Blocker for Android without ANY problems).

I hope that Webroot will treat this an an urgent fix.

I consider it a MAJOR problem, I changed to Webroot for the password synch feature, but I would rather enter a password manually then got woken up at 4AM by a phone number that is in my blocked list.

same here when unknown number calls it rings once and blocks.
wsa complete(up to date)-adr6300,android 2.3.4-verizon

Danny,
 
I'm gathering information for development, and it would be very helpful to know the following information about your device:
 
Make/Model of device:
Android Version:
Version of Webroot on the device:
Carrier:
 
Could you and anyone else reporting this issue please provide that info?
 
Thank you everyone for helping to get this sorted out.  Development is looking at it.
 
Jim
Community Specialist

Samsung SGH-T499
Android version 2.2.2 (I think?)
SecureAnywhere Complete Mobile
T-Mobile

Hey DannyK,
 
Thank you for the mobile details!  We are passing our research on to Development. The more information and popularity this thread recieves, the faster we will be able to implement a fix for the SMS and Call Blocking function. We will update this thread when we know more! 😃

Anything to report as far as any kind of resolution to this issue? I haven't heard anything since posting my details and was just wondering. I just received a blocked call and it reminded me of this thread. Still rings once and then blocks the call. 

Hi Danny,
 
Development is still working on fixing this problem.  Unfortunately, all we can really tell you at this time is that the issue is assigned to a developer to be fixed.  In terms of progress with the fix or how long that might take, it's still hard to say.  We hope to have it fixed as soon as possible.

Thanks Jim. I was merely curious as to the status. No big issues at this point. Honestly, if I had not seen this thread, I really would not have even known it was an issue.