Error is causing Webroot to quarantine key files
A Webroot security update disabling core programs including Microsoft Windows was still causing headaches Tuesday for the Broomfield-based cybersecurity company and its thousands of business and consumer customers.
In a notice on its community forum Tuesday, the company said a technical error that “propagated for 13 minutes started at 11:52 a.m. MT” on Monday “resulted in those applications being quarantined and unable to function.”
Webroot, which said it had not been breached, said its software was incorrectly identifying a folder found on all Windows computers as malware. Some non-Windows files were affected, too, but the company did not name which ones. The error was causing the software to incorrectly quarantine certain files. It posted a fix for its small-business customers on its community message board.
But it also warned customers Tuesday to not uninstall the security software or delete what was in the quarantine, which would make the files unrecoverable.
Customers should also stay connected to the internet to receive any automatic updates.
In a statement to The Denver Post, the company said, “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. Consumers who would like to address the issue immediately can follow instructions posted on the Webroot Community.”
Tech-news sites reported that the affected files included Windows system files. There were also news reports that Webroot was marking popular websites such as Facebook and Bloomberg as phishing sites and blocking customers from viewing them.
Webroot recommended these steps for home users whose SecureAnywhere antivirus and security software has mistakenly quarantined files:
1. Open Webroot by doubleclicking the W icon at the bottom of your screen. 2. Select “Scan My Computer.” 3. After the scan is completed, click the cog icon on the Webroot home screen (next to PC Security).
4. Click the “Quarantine” tab. Find every file from Monday with the time stamp between noon and 3 p.m. Mountain time.
5. Click the check box on the left of each file you identified in the earlier step. 6. Click “Restore.” 7. When prompted “If you’re sure you want to roll back the selected entries,” choose “Yes.”
8. When completed — possibly taking up to several minutes — rescan to make sure the issue is resolved.
Webroot, founded 20 years ago in the Boulder area, develops software to combat phishing, cyberthreats and other internet security issues. In March, the private company said its software protected more than 160,000 businesses worldwide.