Kit
I have an issue with a couple of users who have Webroot Secure Anywhere Complete installed.
I have been using your products for over 5 years now and recommend them to anyone and everyone, however the exclusion issue may be going to cause me a problem today!
These users are using a database application and intermittently they lose the Copy/Paste functionality in this application and indeed on the whole PC, one is Windows 7 the other Windows XP.
The database support department have been approached and we were advised to turn off Webroot and see what happened. Turns out that turning Webroot off alleviates the Copy/Paste functionality not working, so it looks as if Webroot is the root cause. I will say that my investigations have uncovered plenty of noise on the Internet of users with similar issues where other applications and functionality have been highlighted as possible causes ie RDPclient.exe etc.
Anyway, the DB vendor has advised that we exclude a couple of folders from the realtime scanning and see if that fixes the issue with Webroot turned on....
...over to you 🙂, before I take the decision to find an alternative.
Regards
Brian
Edit: Split off into new topic - Kit
Solved
Copy/Paste Stops Working in some applications
Best answer by Kit
Hi Brian!
I moved your message off into its own topic to allow peopleto find it more easily and to reflect the issue rather than the assumed cause.
The good news is that it's unrelated to realtime scanning. Third party software companies will generally recommend exclusion from the AV as a mattr of course and for troubleshooting.
The symptoms you are experiencing are related to the Identity Shield functionality, which is explicitly made to block access to certain functionality such as the screen contents and clipboard in some cases. There are a few possibilities on what is occurring in this specific one. I make the assumption, though possibly inaccurately, that a browser is running while this symptom occurs. If no browser is running at all and this continues to happen, contact support immediately for diagnostics gathering and escalation.
Go to the Identity & Privacy tab and click "View/Edit Protected Applications"
- Is the DB program or any part of it listed under "Deny"? If so, change it to "Allow".
- Review the "Deny" list. Any program that you explicitly trust that is set to "Deny" may be changed to "Allow" safely.
If this resolves the issue, you may want to open a support ticket from one of the affected systems with the reason of System Impact (Slowdown) or similar and request cloud evaluation of the DB program. If it's not a common one, it may still be Unknown in the database and that can cause it to be placed into Deny.
If...
- The DB program is listed under "Protect"
- Turning off the Identity Shield (follow up by doing a "shut down protection" and then re-run it with the Identity Shield off) corrects it but nothing was listed under "Deny"
...and/or
- Setting all items under the Protected Applications list from "Deny" or "Protect" to "Allow" resolves it
You may temporarily resolve it by setting everything to Allow (Including browsers, however they will return to the list when they update), or by turning the Identity Shield off. Contact with support for escalation is highly recommended at that point.
I moved your message off into its own topic to allow peopleto find it more easily and to reflect the issue rather than the assumed cause.
The good news is that it's unrelated to realtime scanning. Third party software companies will generally recommend exclusion from the AV as a mattr of course and for troubleshooting.
The symptoms you are experiencing are related to the Identity Shield functionality, which is explicitly made to block access to certain functionality such as the screen contents and clipboard in some cases. There are a few possibilities on what is occurring in this specific one. I make the assumption, though possibly inaccurately, that a browser is running while this symptom occurs. If no browser is running at all and this continues to happen, contact support immediately for diagnostics gathering and escalation.
Go to the Identity & Privacy tab and click "View/Edit Protected Applications"
- Is the DB program or any part of it listed under "Deny"? If so, change it to "Allow".
- Review the "Deny" list. Any program that you explicitly trust that is set to "Deny" may be changed to "Allow" safely.
If this resolves the issue, you may want to open a support ticket from one of the affected systems with the reason of System Impact (Slowdown) or similar and request cloud evaluation of the DB program. If it's not a common one, it may still be Unknown in the database and that can cause it to be placed into Deny.
If...
- The DB program is listed under "Protect"
- Turning off the Identity Shield (follow up by doing a "shut down protection" and then re-run it with the Identity Shield off) corrects it but nothing was listed under "Deny"
...and/or
- Setting all items under the Protected Applications list from "Deny" or "Protect" to "Allow" resolves it
You may temporarily resolve it by setting everything to Allow (Including browsers, however they will return to the list when they update), or by turning the Identity Shield off. Contact with support for escalation is highly recommended at that point.
+56Yeah if nothing changed then the MD5 should be the same. Would you like me to have support contact you to troubleshoot?
+56Hello I would suggest you Submit a Support Ticket to see if the programs need any whitelisting!
Thanks,
Daniel 😉
Thanks,
Daniel 😉
If you could I would appreciate it. I currently am putting out 5 other fires along with this one right now.
+56Ok I'll put in a ticket.
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