Important Service Announcement
April 25, 2017Mike Malloy By Mike Malloy: Executive Vice President of Products and Strategy

Critical Service Announcement

UPDATE 4/28/17 2:11 p.m. MDT

As a reminder, the repair utility to address the false positive issue that arose on Monday, April 24, is available. The utility will release and restore quarantined applications to working order on the affected endpoints.

Please note, the utility was built to address only this specific false positive issue. It will be deactivated in the future.

If applications are operating normally on your systems, you do not need to implement the utility.

To obtain the repair utility, open a support ticket, or reply to your existing support ticket related to this issue. Please include your phone number in the ticket.

I want to thank each of our customers and partners for their patience during this time, and we are committed to earning your trust going forward.

UPDATE 4/27/17 2:47 p.m. MDT:

We have 0 calls in queue on our phone line, and are working through about 130 tickets related to the False Positive repair utility. A good portion of those are simply awaiting customer verification.

If you haven’t yet submitted a support ticket and you need the repair utility, please do so here. Include your phone number as well with the support ticket.

Our sincerest thanks to the MSP beta customers who worked with us to further test and validate this repair. We truly appreciate the support of our customers and thank you for your patience.

Update (Business) April 26, 10:25am MDT:

In addition to the manual fix issued Monday, April 24, we have now issued a standalone repair utility that provides a streamlined fix for business customers.  It will release and restore quarantined applications to working order on the impacted endpoints.

For access to the repair utility, customers should open a support ticket, or reply to your existing support ticket related to this issue.  Please include your phone number within the support ticket.

Our sincerest thanks to the MSP beta customers who worked with us to test and validate this repair. We appreciate the support of our customers and thank you for your patience.

Update (Business) April 25, 9:41pm MDT:

We created a comprehensive repair utility, and have successfully completed QA. We are currently rolling out the utility to a group of beta customers to ensure it works for our broader customer base. We expect to complete that work soon, and then will make it available incrementally to the entire customer base to ensure a successful deployment.

You also can look to our Community for ongoing updates.

Our Support team remains available to those of you who need urgent assistance, and we thank you for working with us through this challenging issue.


On April 24, Webroot experienced a technical issue affecting some business and consumer customers. Webroot incorrectly identified multiple files as malware. Webroot was not breached. Actual malicious files are being identified and blocked as normal.

We recognize that we have not met the expectations of some customers, and are committed to resolving this complex issue as quickly as possible.

For Business

Webroot is making progress on a resolution and will update you when it is available. In the meantime:

  • Do not uninstall the product or delete the quarantine. This will make quarantined files unrecoverable.
  • We have rolled back the false positives. Once the fix is deployed, the agent should pick up the re-determinations and perform as normal.
  • Customers should ensure endpoints are powered on and connected to the internet to receive the fix. Once files have been restored from quarantine, some endpoints may require rebooting.

Those who wish to address the issue manually should follow the instructions posted on Webroot Support.

We are conducting a thorough technical review to ensure we have a complete understanding of the root cause.  A summary will be posted in the Webroot Community, and Webroot account representatives will be prepared to discuss the findings in greater detail with you.

For Home

To resolve the issue, customers need to restore the quarantined file(s). Please follow the steps on the Webroot Community and restore the file(s). Webroot offers free 24/7 support for consumers, and can open a ticket for any questions here.

We apologize for the inconvenience this has caused our customers and are taking the actions to earn your trust going forward.

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30 Responses to Critical Service Announcement

  1. “A folder that is a known target for malware was incorrectly classified as bad.”

    What does this mean? I doubt our app is installed in that folder, since we install into a custom folder off the C:\ drive. Basically I’m trying to determine if this issue is the one that started affecting our customers yesterday/today by removing our apps EXE files.

    • Hi Chris, on April 24, Webroot experienced a technical issue affecting some business and consumer customers. Webroot incorrectly identified multiple files as malware. Webroot was not breached. Actual malicious files are being identified and blocked as normal.

      The entire Webroot organization is dedicated to addressing this issue. Webroot is rolling back the false positives and is making progress on a comprehensive resolution. Customers should ensure that endpoints are on and connected to the internet to receive the automated fix. Users should not uninstall the product or delete quarantine. Businesses who would like to address the issue immediately can follow instructions posted on Webroot Support.

  2. no problems here with 2 computers running webroot home edition.
    scanned and found no quaratined files for the date affected.

  3. Every time I do a manual scan, the results come up the same with 22 threats removed. This seems suspicious to me. Do I need to take the computer in for inspection by Geek Squad?

    • Beth, the counter you’re referring to is not saying there are 22 threats removed each scan. That counter reflects the threats that have been successfully removed since first installing SecureAnywhere. Think of it like a running tally of how many bad things we’ve helped keep out.

      If you want to reset these statistics, you can do so by following the instructions in our User Guide here:
      http://wbrt.io/fn8z

      If you have any additional questions, please feel free to send me a message directly.
      SocialCare@Webroot.com

      Warm Regards,
      Josh P.
      Social Media Coordinator

  4. My God, I’m sure that most of the “false positives” were not false! Look at what they are doing to your company on YouTube! I have sent YT a message about the “Tech hub” channel, saying that it is a bogus channel & needs to be removed. This is Microsoft and/or FaceBook doing this to your company. Are you really going to let them do these things?!

  5. How do I find the quarantined files? This could explain the problem I had w/Windows 10. Restarted once. No go. Called Microsoft (always fun). Then I decided that an issue with some form of malicious software could be the issue. Restarted and 10 came right up. Thanks.

    • To open the Quarantine, Suzanne, click the gear icon to the right of “PC Security” and select the “Quarantine” tab at the top.
      On this screen, you can select files and choose to either delete them permanently or restore them by the corresponding buttons at the bottom right.

      For future reference, I highly recommend saving our Support Team’s contact information. You should contact them first for all security concerns.

      Support Number: 1-866-612-4227 M-F 7am−6pm MT
      Send a Support Ticket: http://wbrt.io/eyqx

      Warm Regards,
      Josh P.
      Social Media Coordinator

    • John, where did you get the contact information for the number you called? It sounds like you got in contact with another suspicious company.

      We never charge our users for Technical Support. I highly recommend you write down their direct phone number for easy reference in the future.

      Support Number: 1-866-612-4227 M-F 7am−6pm MT
      Send a Support Ticket: http://wbrt.io/eyqx

      Warm Regards,
      Josh P.
      Social Media Coordinator

  6. Though I did Not get a notice I had an incident The other day while I was on Face book. I am not A gamer nor do Hardly use you tube. A notice came up and block my computer. It said My computer had been infected with the zeus virus # B2957E, it gave me a call number of 844-653-1415. I called the number but could tell Right away it was an over seas call. The guy said his name was john and when I said I was hanging up He told me unless I let Him Fix this it may not be solved. I told him I was going to call Web Root And ask them. He gave me a call Back number to Reach him As 844-653-1515 Ext 995… I unplugged my Computer and left it unplugged the Rest Of the night. The next day It started up as it should and … I just added the renewal Web Root today…. I am just letting web Root Know what Is Happening. I am sure this was a scam. I just want others to beware. I ran the new web root scan and it found No viruses, So I feel confident. Thanks

    • You did the right thing, Rene.

      In the future, our Support Team will be happy to address any concerns or questions you’re unsure about. They deal with instances like this every single day.

      Support Number: 1-866-612-4227 M-F 7am−6pm MT
      Send a Support Ticket: http://wbrt.io/eyqx

      Warm Regards,
      Josh P.
      Social Media Coordinator

  7. I guess this happened simultaneously with a local phone company fiber cut. And I was not able to use my computer for several weeks trying to figure out how a fiber cut could wreck my computers. Geek Squad was no help, neither was Best Buy, or Office Max tech support. It took me two weeks to get one computer up and my laptop took almost 4 weeks after geek said it was trashed for ever. Would have been nice to have this information then. but all my .exe files were gone.
    I never thought to check Webroot or call because that is the one program I never had to worry about.

    • I sincerely apologize for all the hoops you had to jump through, Dina.

      For future reference, you can write down the contact number for us so we’re always a call away just in case:
      Support Number: 1-866-612-4227 M-F 7am−6pm MT
      Send a Support Ticket: http://wbrt.io/eyqx

      Warm Regards,
      Josh P.
      Social Media Coordinator

  8. Just about done with webroot. To many false positives. Always flags PowerISO and compressed puzzle pieces for a jigsaw game. Have over 400 of these jigsaw puzzles.Pain to try to exclude and other choice is monitor.They need an option to exclude from further detection’s Won’t be renewing..

    • You can open a support ticket with our Team so they can properly whitelist the files in question. This will resolve any issues for all users.

      Send a Support Ticket: http://wbrt.io/eyqx
      Support Number: 1-866-612-4227 M-F 7am−6pm MT

      Warm Regards,
      Josh P.
      Social Media Coordinator

  9. I have recently had trouble and continue to have trouble with my screen. However, I believe it has something to do with microsoft and their forceful updates.

    • That’s definitely very possible, Sharon.

      Still, our Support Team is happy to look into this for you to determine if the cause of the issue is related to Webroot or not:
      Support Number: 1-866-612-4227 M-F 7am−6pm MT
      Send a Support Ticket: http://wbrt.io/eyqx

      Warm Regards,
      Josh P.
      Social Media Coordinator

  10. My computer has a black screen. I was able to access through my phone that there is malware on it. I have tried to open safe mode with networking after getting a message from Webroot support. The support person sent me a message but went I clicked on the link there was no message there. I am a school teacher and only have a few more weeks of school. Not having access to my laptop and I can’t access a report that is due by the end of the month is extremely irritating. What else can I do? I have a HP Pavilion laptop with Windows 10.

    • Joy, please reach out to our Technical Support Team by phone at your earliest convenience to help you in addressing this.

      Support Number: 1-866-612-4227 M-F 7am−6pm MT

      Warm Regards,
      Josh P.
      Social Media Coordinator

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