Skip to main content
To Customer Support To Customer Support
i have a file on pc which is detected as bad but not, ive scanned the folder, allowed the file but webroot still has it blocked because i have to shut down webroot for file to work, so basically how do i get said file fully allowed like i want
Hi GANJAMANYEAH

 

Have you checked that the file is not set to 'Block' or 'Monitored' elsewhere under WSA?  Places to check are as follows:

 


  1. PC Security > Block/Allow Files
  2. Identity Protection > Application Protection
  3. Utilities > System Control > Control Active Processes
If nothing is revealed as a result of investigation there then I would recommend that you Open a Support Ticket to advise the Support Team of the issue, and hopefully they can get the file/app in question whitelisted for you (once they have checked that it is safe, etc.).

 

The current Threat & Scan Logs for your system will be automatically uploaded as part of the ticket opening so they should have all the technical detail required to work with.

 

Hope that helps?

 

Regards, Baldrick

 

 
Thanks for reply,

1 = Allow

2 = Protect

3 = Allow when trying to run

still blocked, when i shut down webroot the file runs correctly
Hi GANJAMANYEAH

 

OK, so it is time to open the support ticket (link previously provided) and see what Support can do to resolve the situation for you.

 

Keep us posted on your progress as and when they respond./

 

Regards, Baldrick

Reply


Terms & Conditions