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.
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.
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.