Webroot Software, Mozilla firefox and bank website problems

Userlevel 3
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I went round and round for the last few days trying to figure out why I cannot login to my bank on Mozilla Firefox. It just keeps looping back to the login page. I talked to the bank and to Mozilla support, I did everything they suggested and more.
Finally on a whim, I turned off my Webroot software, and I was able to login. After I logged in, I turned the software back on - hoping it would recognize the site as safe, especially since it is in my password list! But no, still the same issue.
If it matters here: I have Windows 10, 64 bit system on an Asus laptop.
How do I fix this??? I do not want to have to use two different browsers.
I have obviously already cleared all the cookies, nauseum.
Thanks for the help!

Best answer by tlatpeace 24 April 2016, 03:28

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18 replies

Userlevel 7
Badge +62
Hello tlatpeace,
Welcome to the Webroot Community,
Please go to URL Reputation Change Request
How to Request Reclassification of a Website
Then the next best thing to do is to Open a Support Ticket, and ask Webroot Support to take a look this for you.
Hope this helps?
Userlevel 7
Badge +62
Hello ?
I have been avised that maybe you should do an uninstall/reinstall of Webroot to see if this helps with this issue.
Please follow the steps closely!
  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • 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) Let us know if it is the Mac version you need.
  • Uninstall WSA and Reboot
  • Install with the new installer, enter your Keycode and don't import any settings if asked to as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Please let us know if that resolves your issue?
Userlevel 3
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All my passwords are saved online correct?
Userlevel 7
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Hi tlatpeace,
Yes your Passwords will be saved online in your Account Console. No worries there.;)
Userlevel 3
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Ok, I will go try this. Thanks Sherry!
Userlevel 7
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You are very welcome. Please get back to us and let us know how it all turns out won't you?
Userlevel 3
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Yes, I will.
Userlevel 3
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When I opened the file you gave me, all I have is the webroot application that I already have.
Not an exe file to remove and reinstall the program....Am I missing something?
Userlevel 3
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I just did a search and I think it is because I am using Windows 10...... Do you know what the process for uninstall is on Windows 10?
Userlevel 7
Badge +62
Yes please follow these below:
To uninstall programs, to go Settings.
  1. On the Start menu select Settings.
  2. Select System > Apps & features.
  3. Select the program, and then select Uninstall. Some apps built in to Windows can't be uninstalled.
  4. Follow the directions on the screen.
Userlevel 7
Or more simply one can just type 'Uninstall' in the Windows 10 Search feature (Magnifying Glass icon next to the Start Menu button) and select the 'Programs & Features' option, returned by the search, to go directly to the Add/Remove Program Contorl Panel applet of old...;)
Userlevel 3
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All that and still the same. 😞
Userlevel 3
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Is there somewhere that I maybe need to add Mozilla + Chase = SAFE???
Userlevel 7
Sounds like a Command Line jobbie to me, Sherry...;)
Userlevel 7
Badge +62
Hello tlatpeace
Please have a look here at these PC User Guide articles that can help you with unblocking and allowing if you are totally sure these programs or sites are not malicious.
Controlling active processes
Blocking/Allowing files
Managing protected applications
Lets try to put into English the essence of the areas where a user can tailor what WSA does to protect the system
There are essentially 3 key areas where this can happen/a user can override WSA.  These are essentially reached, from the main WSA panel, as follows:
  1. PC Security > Block/Allow Files
  2. Identity Protection > Application Protection
  3. Utilities > System Control > Control Active Processes
and once there the user usually has the options to:
A. "Allow"
B. "Protect/Monitor"
C. "Block/Deny"
In the case of 1. Detection Configuration
If an item is set to:
- "Allow", WSA ignores it during scans and shield actions, meaning if it's a virus that has been allowed, it can continue acting as a virus acts.  Be careful of what you allow in this area and ensure it's something you trust implicitly if you are going to change the status from Block to Allow.
- "Monitor", WSA will watch the item to determine if it is legitimate or related to malware.  It is not necessary to add files into this list or set files to monitor manually unless you are changing them from a Block or Allow status.  This might be useful if for example you think Webroot might have had a false positive on something and you want to check again at a later time to see if the determination has changed.  You could set it to Monitor and have Webroot check it again.
- "Block", then WSA will treat the items as it would detected malware.  It will not be executed, and it will not be written to your hard drive.  Detected infections are automatically set to a Block status.
In the case of 2. Protected Applications (Internet Security & Complete version ONLY)
In this case:
- "Allowed applications" are not secured against information-stealing malware, and also have full access to protected data on the system. Many applications unintentionally access protected screen contents or keyboard data without malicious intent when running in the background. If you trust an application that is currently marked as "Deny," you can change it to "Allow."
- "Protected applications" are secured against information-stealing malware, but also have full access to data on the system. By default, web browsers are assigned to the "protected" status. If desired, you might also want to add other software applications to "protected," such as financial management software. When you run a protected application, the Webroot icon in the system tray displays a padlock.
- "Denied applications" cannot view or capture protected data on the system, but can otherwise run normally.
And finally, in the case of 3. Control Active Processes
If a process is set to:
- "Allow" it means WSA allows it to run on the system. It's important to note that if an item is already allowed here, that's because Webroot knows already from seeing the file before that it's ok to allow.
- "Monitor" status means WSA will journal what that program is doing and keep a very close eye on it for any suspicious activity.  Basically it would treat it as if it wasn't already sure about it one way or the other, and it wants to monitor it closely until it's sure about it.
- "Block" means just that...iWSA does not allow it to run on the syste.  Be very careful about what you block in this area and ensure that anything you decide to block is a non-essential process.  Otherwise, you could be setting yourself up for a lot of grief if you block something critical.
Now, hopefully that has given you a consolidated low down on where to look and what you can do to affect how WSA 'interferes' with files, objects & processes on your system...and so wil help you get to the bottom of what is causing you grief.
Do post back with any specific questions that you may have re. the above.

Userlevel 7
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Hi ?
May I ask if you have tried to log into your bank website from a different browser? Like IE or Edge?
Userlevel 3
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Yes, I am able to log in from other browsers. I wanted to be able to do everything from one browser, and not have to continually go back and forth. The bank just sent me an email that solved it. They sent me a different link to the website that for some reason gets me right in. So problem is solved. Thanks y'all for trying to solve this issue.
Windows 10 has created allot of headaches for me. 
Userlevel 7
Badge +62
Well I was just mentioning it again. You did say that in first post! Sorry about that. :(
Thank you so much for letting us know that this was solved and for working with us on this matter!
Have a great weekend! 🙂