Hi Mr-Pr

 

Support can take some time to respond especially at peek times but one thing that I would not do is try to chase them by opening another ticket as that bumps the original ticket back to the end of the queue and then you end up waiting even longer.

 

Just try to be patient and they will be with you soon I am sure, and if not then you can always post back here and we can see if there is anything that we can do to expedite.

 

Regards, Baldrick

---

Thank you for the answer.

 

why webroot have not Online chat support ? 

 

i ask about ticket submission beacuse they say that is 7/24 ! well why they are slow for my simple question? 

i just ask them how can i submit a malware for webroot ( Now I have my answer but in communtiy and not in my ticket )

---

Well, MrPr, glad we could help.

 

Just use the file submission site that I posted the link for in an earlier post and you should have no issues...it will inform you of its fining online and you can advise when making the submission, as to whether you are reporting a false positive, malicious, safe or monitored file...it is a useful site.

 

Regards, Baldrick

---

Yes, I thank you for it. But my question is not that now .

 

i want to know why WebRoot have not Online chat ( because i see In response tickets is slow ( at least for me ) )

 

i want you  know why I insist on this issue : As you know support is very important for Customer security

And if I do not get a response ( like now ) in emergencies It will be a bit worrying :)

 

I'm sorry for my English , i'm using google translate 🙂 .

---

Hi MrPR

 

Well, I am afraid that they do not and therefore you are out of luck in that matter...but generally, if the issue is deemed to be serious then as far as I know they will prioritise tickets.

 

HERE are all the options avaialble at present.

 

Regards, Baldrick

---

Hi again,

 

i ask from a tech support 

 

and he say i should use a file : wsalogs.exe for submission ...

 

but you say i can use the link :http://snup.webrootcloudav.com/SkyStoreFileUploader/upload.aspx

 

he say i can just check the status of the files from that link ! and i should use wsalogs.exe for submission 

 

well which is correct ? :D

 

thanks

---

Hi MrPr

 

The Support person is quite correct but then so are we...it is all a matter of degree and detail. You can upload the file via the URL I provided, and they will respond to that but because you have opened a support ticket as well the Support Team need to gather some additional detail about your system and that is what the wsalogs.exe utility does.

 

So, all in all, the two different methods; URL and wsalogs.exe, are used for differnt things.

 

As the Support Team have requested you download, run wsalogs.exe and respond back with the output , I would certainly respond to their request...if you want their help. ;)

 

For the future you can submit file via the URL without opening a support ticket.

 

Regards, Baldrick

---