Webroot Security Anywhere flags my site, where to start to look for problem

Hi hsvwebmaster
 
Welcome to the Community Forums.
 
Your best bet is to head over to the BrightCloud.com site that h andles the requesting of URL Reputation Chnages (here) and submit a request for consideration re. getting the reputation of the site changed in the Webroot Cloud.
 
To check what the current reputation assigned to it you can go here, and that should give the details currently held against the website.
 
Hope that helps?
 
Regards, Baldrick.

Hello hsvwebmater, welcome to the Webroot Community!
 
EDIT: Obviously I was distracted while making my reply as Baldrick was here MUCH fast than I was.  Well said my friend!
 
There are a couple of things you can do.
 
First is ask the customer if they can do a couple of things.  Have the cutomer get screenshots to you of what they are experiencing, and then if they are getting a 'block screen' ask them to locate the function to request the site be re-classified.  It might be hidden behing a "More Options" or other such button, but it is there.
 
Second, you can also request a re-classification yourself by visting BrightCloud by Webroot's form for this.
 
Requests to reclassify are usually reviewed within 24-48 hours, sometimes faster.
 
I hope this helps!

Thanks for the quick response. I checked the sites and the specific page's reputation and it's coming up as a 96??
 
The warning appears to be a little dark green popup that says:

Warning
www.hiddenshores.com

(Contains malicious content)

This website contains a known threat and has been
blocked.

[Close] [Allow]

Webroot SecureAnywhere
 
Why else would they be getting a warning if the "reputation" is a 96?

Hello again ?
 
Your site seems to have been affected by a little bug that does happen once in a while with the classifications.  Here and there we find a site that while it very well ranked on BrightCloud, which is what the software bases it's behavior on, it still gets blocked.  The cause is probably due to the fact that BrightCloud is a new, more accurate engine.  It would seem that some data from the OLD engine may not have been fully migrated out.
 
In this case, can you do me a favor?  Since the issue lies more within the software itself, and not within the BrightCloud database, please take the time to Submit A Trouble Ticket with Webroot Support.  Take the time to reference this discussion thread, including link, with your ticket.
 
Since it will be the Webroot Support team that will need to correct this and not the BrightCloud team, (I think), you may see results faster this way.
 
NOTE: Normally we do not allow URL's that have been reported as suspicious or worse to be posted within the Community.  I am NOT going to edit the post to block it in this case though due to the very high BrightCloud reputation.  
 
Please do let us know how things progress and what Support says.  This being the weekend, while Support IS staffed 24/7, they DO have a lower level of staffing, so a response might not be within just a couple of hours, but it should be much the same as BrightCloud's within 24-48 hours.
 
Regards,

Hi David / Hi hsvwebmaster
 
Very interesting as I am managing to get the the site, using the URL posted and I am seeing none of the behavior that is being reported.
 
I am wondering if the issuye may be down to a faulty install on the user's machine. In which case the best and most immediate option would be for the user to undertake an uninstall/clean reinstall.  IF that is possible/they are OK doing that then the following are the instructions that they should follow:
 

• Make sure you have a copy of your Keycode
• KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
• Download a Copy Here (Best Buy Subscription PC users click HERE)
• Uninstall WSA and Reboot
• Install with the new installer, enter your Keycode and don't import any settings as you can set it up as you like once it's done
• Let it finish it's install scan
• Reboot once again

If this fails to resolve the problem, then David's assertion that one should contact Support for assistance, is the only avenue left open.
 
Regards, Baldrick