@ wrote:

Thank you for that information. Any idea when this issue will be acknowledged by BrightCloud and fixed? The lack of a proacative response concerns me because it does not seem to be in keeping with the superior customer service that Webroot has always offerred. Also, I am upset because bad sites are no longer being blocked. Thanks.

@ wrote:

 

Summary:  Webroot filtering icons are gray with a lightning bold suggesting Brightcloud is not responding to Webroot Webshield.  This goes along with Contact information being converted to noreply addresses and bouncing back.  Thus, there seems to be an issue that, while probably being addressed, is not being explained to Webroot users.  The details of issue 2 follow.

 

Edited to add:  Each entry in Google is followed by this text.

Missing: webroot 

My webbrowser (IE 11, usually run in Sandboxie) failed to have the Web Shield / Web Filtering icons by links as normal.

 

A reboot put the icons back but, instead of the color they are gray with, what appears to be, a lightning bolt.  A search shows Webroot uses grey icons to indicate a shield is turned off.

 

Here is what has been checked.

IE 11:  Manage Addons > Toolbars and Extensions > Webroot Filtering Extension:  Enabled (32-bit and 64-bit)

Webroot:  PC Security: Web Shield: On

Webroot:  PC Security > Scan & Shields:  All shields and firewalls are on, including Web Shield.

Webroot:  Identity Protection > Online Protection:  All shields and firewalls are on and All website protections items are checked.

 

 

 

@ wrote:

Thank you for that information. Any idea when this issue will be acknowledged by BrightCloud and fixed? The lack of a proacative response concerns me because it does not seem to be in keeping with the superior customer service that Webroot has always offerred. Also, I am upset because bad sites are no longer being blocked. Thanks.

Welcome to the community stephentony!

If you are refering to the post by ExpertNovice, are you experiencing what he described? He also said what solves it.

If you are refering to ExpertNovice's other post regarding issue #1, please look at this thread.

The adjustments he made are set by default. It is however always good to check. Verify that the Webroot Filtering Extension is enabled in your browser. Verify as he said that "Webroot:  PC Security: Web Shield: On

Webroot:  PC Security > Scan & Shields:  All shields and firewalls are on, including Web Shield.

Webroot:  Identity Protection > Online Protection:  All shields and firewalls are on and All website protections items are checked."

 

 

 

 

For more information for PC about shields look here and here  For Mac here and here

 

Firewall settings  information for PC,

 

If you need more information, Please let us know

 

Beth

 

@ wrote:

Beth,

 

thank you for responding.

 

>>Are you saying that your issue #2 is in regards to the setting in The Webroot interface?

No.

 

>>They usually are set by default. But it is always a good idea to check them.

Correct.  They were checked and everything known to check were found to be correct.  Thus, I reported that to avoid wasting time with the obvious repsonse of; "a shield is turned off, please check."  

 

>You mentioned you were running IE11in Sandbox, that may have had an effect on your addons being disabled.

 I mentioned that I was running IE11 "usually run in Sandboxie" and should have been more clear that I had already checked IE11 outside the sandbox.  For anyone reading these posts, Sandboxie does not prevent the Web Shield / Web Filtering options of Webroot.)

 

 

>>It looks to me that you have solved it yourself.

I doubt that for the following two reasons.

1. Webroot has been using grey icons to represent a shield has been turned off.

2. Trying to research a NYT times article lead me to 5 innocuous websites.  2 had a Brighclout rating of 40, 1 had a rating of 50, one had a rating of 92, and the Washington D. C. server had a rating of 0 (zero).  All had the same grey icon with the lightningbolt.

 

• SecureAnywhere shields modify the results display with icons that give you safety information about each website returned as a result of the search."

@ wrote:

Beth,

 

I should also mention the firewall, Online Armor, was shut down to see if it might be causing a problem.  It is not.

 

I'm still hoping for a fix.  Since what I checked should have fixed the problem then either Webroot or Brightcloud are having a problem and, hopefully, this will be fixed soon.  I'm sort of tired of entering every unknown website (for example I'm currently researching grammar rules) into Brightclound and entering the code.

 

It is MUCH nicer when Brightcloud is communicating with Webroot.

@ wrote:

Hovering over the "grey icon with lightning bolt" brings up a tooltip with the following.

 

"rating not available - couldn't connect to the webroot reputation service"

 

Nothing about that error was found via google, webroot support, or webroot help.

 

@ wrote:

Beth,

 

I'm getting confused.  In response to Stehentony you said:

>>I'm not aware of BrightCloud having any issues. You do go Here and check the site in question don't you?

 

This suggests the Web Filtering  / Web Shield which used to generate icons of various colors to;

• SecureAnywhere shields modify the results display with icons that give you safety information about each website returned as a result of the search."

(See Webroot > Help (?) > Shielding your PC > Enabling-Disabling Shields) for the old icons and descriptions.  The new grey icon with lightning bolt has not yet been added to the list.

 

However, your response suggests we should always use the Brighclout URL Lookup website.  That suggests we should ignore the icons.  That, in turn, suggests we should turn off the Web Filtering and speed up our searches.  Since I KNOW that is not what you are suggesting  😃 I am obviously confused.

 

Please clarify.

 

Also, please clarify what the grey icon with lighthing bolt means.

Please find out why Brightcloud is now (as of Friday morning) not responding to Webroot.

 

@ wrote:

Beth,

 

Thank you again for respoding.

 

Win 7 Pro 64 bit

IE 11, usually run within Sandboxie   (Problem exists even when Sandboxie is not used)

Webroot 8.0.4.115

Online Armor 7.9.0.1866                      (Problem exists even when shutdown)

 

IE11 Enabled Addons

Shockwave Flash Object                    (in "Toolbars and Estensions")

Webroot Filtering Extension              ("Toolbars and Estensions")

 

 

Chrome is not installed.  There were no known changes made to the system.

 

 

 

@ wrote:

 

 Pehaps this will help

 

@ wrote:

Done!

@BB613 wrote:

@ wrote:

Done!

Thanks Nic, but it still isnt showing :8

@ wrote:

Techsupport did respond again to the very minor issue of the bad email address.  They have not responded to this issue.  For the bad email address....

 

Issue:  Emails from Brighcloud contain the following line.

Questions? Suggestions? Need help? Contact us at: dbchange@brightcloud.com

 

Email to that address fail to be delivered.

 

 

Brighcloud Response:  There is no way to directly contact the Brightcloud team unless they email you after you put in a change request like a reputation change request.  I am glad to hear that everything is working for your website, let us know if you still need further assistance. 

 

Result:

I have no idea what the last sentence means but, in response to the first sentence, it was suggested the Brightcloud team remove the email address since they know it will not work.  (I was trying to send further proof of the dangerous website with a 100 rating.  Normal turnaround is 24-48 hours but it took about 504 hours.  Eventually, they did change the rating to a 0 (zero).