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Sorry for my absence, but…


MajorHavoc
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Sorry I have been missing for a while, but I have not been in a very good mood about both Webroot or Carbonite lately. Carbonite has been telling me that my account has been disabled every single day.  I have followed all the instructions from the documentation on how to work around this issue, which is basically turning off the No IP tracking feature on EVERY WiFi connection I use and on Ethernet connections as well,  and then reinstalling Carbonite each time the disabled message appears. After having done that more than 2 dozen times over many weeks, and it still will not finish a backup,  I finally got a customer service call and chatted with the technical team to be told “They are working on the problem.” But I’m still getting emails telling me my backup is out of date. No, really? Sigh!.
 

As for Webroot WSA, every time I reboot I get multiple warnings about potential security issues on system files, mostly  .plist files. EVERY TIME! The number changes, but I have received as many as 79 alerts in one restart. (On an Intel MBP). On my M2 MBP, I am being told about “infected files” that are legit system files quite often. That is not only annoying, but the last message told me I had an infected system update dmg file and seems to have disappeared rather  than be put it in quarantine.  (It was a legit system file.) This issue was reported 5 years ago by someone with no solution posted. Tech support asked me to send them the file, after I told them it was missing and not put into quarantine (may have been removed by the system) so there is nothing they can do. My bad I guess, but not helpful at all. I have disabled it on one machine because I’m tired of all the false positives. Seriously, Webroot technical should  know what a legit system file is a I would think.
 

OK, I have a bad attitude right now, hopefully understandable, but the software I have been paying for, using, and recommending to clients for many years seems to be falling apart, and customer service has become awful, and no fixes are forthcoming in any timely fashion. And as I said sometime ago, Mac software seems to be a forgotten beast at this company now.
 

Sadly, I’m no longer recommending either products to clients right now.  So I have been staying away because I currently do not feel like I should be contributing.  When this all gets solved, I’ll start chatting away again. But to be honest, this issue with Carbonite has been going on for many months now with no resolution, so I’m not holding my breath. (FYI: I suggested a different way to identify a client machine other than using a MAC address, which is what they do now, and what Apple changes, among other tricks,  to fight IP tracking, but I guess the advice of an (ex) Apple system engineer is not relevant.  Sigh again. )

cheers to all.

 

11 replies

Ssherjj
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Wow! ​@MajorHavoc ! What a friggen nightmare! I haven't put Webroot on my iMac systems for many years. Since Webroot was failing their own Backup before Carbonite. Couldn't trust it after Beta Testing Webroot. 

So so sorry to hear of all these issues. Webroot has dropped the ball on iMac ever since we lost the best Apple Tech Support which was Wanderingbug. I realize I'm not very skilled in assisting you with your devastating issues with Webroot but I just wanted to emphasize my concerns about all this going on. Wish I could help. 

We miss you as you were a big part of this Forum. Take care and thank you for sharing all these problems and the neglect of Webroot support with their product with us. Very sad as you were an asset to the iMacs  with your technical skills. 😪


ProTruckDriver
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I’m at a loss for words on the problems and support for Webroot for Mac. ☹️  I agree ​@Ssherjj when ​@Wanderingbug was the Apple Tech Support for Webroot for Mac we didn’t have these problems.


MajorHavoc
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Thank you both. I really appreciate the kind words. I resisted asking for alternatives here (obviously) but I’m really hoping they can get their act together. I will be back when i get over this frustration. Maybe I can help other with similar problems.  


Ssherjj
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MajorHavoc wrote:

Thank you both. I really appreciate the kind words. I resisted asking for alternatives here (obviously) but I’m really hoping they can get their act together. I will be back when i get over this frustration. Maybe I can help other with similar problems.  

You're most welcome! 🙃


TripleHelix
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Hello ​@MajorHavoc Sorry you have these issues with Webroot and Carbonite and our main contact is ​@TylerM so hopefully he will see this and get it to the right Product Manager's and maybe go up the ladder because it's not just you so OpenText should be concerned. The Webroot Window's app works great and they even fix things as you can see in the Beta group.

Take care and we will see you again soon!


TylerM
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Yeah let me move this to the right place and then tag ​@Jeremiah Voris 


TylerM
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@JR565 


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Hi ​@MajorHavoc,

I just want to let you know I’ll mention this to the Carbonite team as well. Am I remembering correctly that you’re using Carbonite SAFE?

As for the Webroot issues, Jyoti and I are talking to support about this. I assume you have at least one call logged they’ll be able to find? We’ll definitely want to be able to get a handle on why you’ve been seeing these.

--

Jeremiah


MajorHavoc
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Hi Jeremiah. Thanks for reaching out. I do believe you and I have discussed this before and I’m not sure if any of the tickets are still open. They often get closed because nothing “can was done” kind of reasoning. So I have not created new tickets yet again but have complainied about both issues multiple times.  
 

Typically  I’m pointed to some FAQ (Carbonite issue) or told the behavior is normal (warnings on .plist files) and they should not return. Then the tickets are closed. But nothing is fixed.
 

Truthfully,  I removed the nightly auto reboot on that one Mac (acting as a server) because the warnings stay on the screen, and have not rebooted lately so not sure if this still happens. But I  am not aware of any updates lately (as there are rarely any for Mac products anyway, another issue IMO) 

As one additional issue that have not yet reported, my wife’s computer is still on MacOS Sonoma and does not have any of these issues. However, her Carbonite turns itself off frequently. I turn it back on, and if I go back to check in a few days, the app window says it is stopped. Not paused but not green either. Stopped. I have not submitted a ticket on that because they will just tell me it is something I am doing wrong, which is ALWAYS the first response. 

If I could fix one thing for customer service world wide it would be for agents to stop assuming we are all idiots and we, not the product, has an issue. It’s really annoying. 

Back to you.  
 

 


MajorHavoc
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TylerM wrote:

Yeah let me move this to the right place and then tag ​@Jeremiah Voris 

Thanks Tyler. 


MajorHavoc
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Hi Jeremiah. To add insult to injury, I did submit a Webroot ticket about a system file flagged as infected (it was not) but NOT moved to quarantine. The file seems to have been deleted, either by Webroot or by the system because it was done with it (an update dmg file).

But your team has punted on the ticket because I cannot supply the file. I specifically said it was deleted (as mentioend), and then they asked for the file anyway. But to be clear, it was not the file I was complaining about, but the fact that it did not end up in Quarantine after being flagged, and you are flagging system files that are legit.  Again, they made this my problem and said the could do nothing about the issue without the file. 

Yes, I am VERY frustrated with just how bad the software has become and the customer service team’s unwillingness to do any actual research on issues. But, if you are leaving the Mac platform behind as it seems, maybe time to just do it and us Mac users can find another solution. I hope that is not the case, but it sure feels like it.