14 DAY TRIAL // Webroot has finally managed to ship a fix for the bug that caused its antivirus software to incorrectly flag legitimate Windows files as infected and move them to quarantine, rendering some features and apps (and even the OS itself in some cases) completely unusable.
In a message posted on the company’s forums, a Webroot official explains that an update that was available for only 13 minutes is responsible for a number of false positives that impacted even Microsoft-signed Windows, causing some apps to be unable to function.
“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 that’s available,” the firm said.
Don’t remove the antivirus
Webroot recommended customers not to remove the security products because this could make quarantined files completely unrecoverable. Additionally, the company said that systems connected to the Internet are getting a fix automatically and a reboot might be required to complete the patching.
“We apologize for the pain this has caused you and your customers. Webroot appreciates your business, and our entire team is dedicated to being your most trusted partner. We did not live up to that in this situation, but we are taking the actions to earn your trust going forward,” Mike Malloy, Executive VP Product & Strategy, also posted.
In a later message published on April 26, Webroot says that a standalone repair utility is also available for business customers to recover quarantined files. Customers who want to receive it need to open a support ticket and include their phone numbers, the company adds.
Since the majority of affected customers are businesses, Malloy has also published a letter that he personally signed and which he said could be used to communicate what exactly happened to staff and stakeholders.
The letter includes a summary of the entire blunder, with Webroot officials once again apologizing “for the pain this incident caused.”
“We are conducting a thorough technical review to ensure we have a complete understanding of the root cause. Once our analysis is complete, we will share our findings in the Webroot Community,” the conclusion reads.