On April 24, Webroot experienced a technical issue affecting some business and consumer customers. A folder that is a known target for malware was incorrectly classified as bad. 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:
- Affected customers should not uninstall the product or delete quarantine, as 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 that endpoints are on and connected to the Internet to receive the resolution. Once files have been removed 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 pain this has caused our customers and are taking the actions to earn your trust going forward.