Good morning -

 

We have an issue with Webroot and Exclaimer Signature Manager software. We use this software to manage email signatures and throughout the day, users will report that their signature just disappeared (no signature appears when composing a new email or replying to an email) and then after a non specific amount of time the sig will reappear or sometimes the user can log off and log back on to get the signature back, but this is extremely inconvenient. This happens at random times to random users throughout the day, there is no pattern either concerning the user(s) affected (with the exception of 1), the time of the day it disappears, the time it takes to reappear or the amount of times this happens per day. When I remove Webroot from the machine the issue disappears (tested over a 3 day period to a known user who is affected everyday and the signature never disappeared over those 3 days). I've added an exclusion to Webroot to avoid scanning the following folder and subfolders but the issue is still occurring; %appdata%/Microsoft/Signatures. I've already spoken to Exclaimer support and Webroot support says they don't see anything unusual in the logs from the tool they had me run and that to further troubleshoot I'd need to figure out how to make it reproducible so they could connect to a users machine. This is ridiculous since I've said many times that it happens randomly. So at this point I'm stuck, Exclaimer says it's a Webroot issue (which I've confirmed) and Webroot won't help until I can reproduce a random issue on demand.  I hope someone here can help or I've no choice but to go back to Kaspersky.

 

Thanks,

SM