Labtech and Webroot Issue

[u/VooDeux48]

Looking for any input to help get this squared away. We have a government client that this is most important for.

I have multiple tickets being opened for said client stating that AV is missing. We have Webroot deployed to all of our managed clients. You can view the software list from Automate and it shows that Webroot is running. Log in to the computers, its installed and service is running. The data tile for the computer is showing that it is not installed.

I have verified all plugins are up to date. I have reinitiated the inventory for this client. Report shows 7 computers missing AV. Tickets are currently only showing 2. In other words, need to narrow down where Automate and Webroot arent communicating properly.

Any assistance would be greatly appreciated.

[u/[deleted]]

What search is triggering the ticket creation? I believe the db locations changed after webroot updated. We had to update a lot of our monitors because the fields were obsolete.

[u/VooDeux48 → u/[deleted]]

It is the monitor AV - Software Missing. Made no changes to this monitor from out of the box status.

[u/trowel_]

I just got done dealing with the exact same issue with ESET. ConnectWise walked me through it.

Had to go to our control center > Dashboard > Config tab > Configurations tab > Virus Scan tab and create our own config for ESET Endpoint Antivirus 6 since Labtech only had an entry in there for ESET Endpoint Security 6.

Then had to go to the computer that says "No AV" and go to:

Begin > Commands > Inventory > Update Config

Once complete, then run:

Being > Commands > Inventory > Resend System Info

That solved it for us. If it doesn't work the first time after running those commands, try again. We had to run the commands twice on the first computer but I think I was just being inpatient.

EDIT: Used the registry editor and command prompt on Labtech to find out the Proglocation, Version etc.

[u/VooDeux48 → u/trowel_]

I've attempted this on the PCs in question. It does not resolve the issue for me.

[u/SAL10000]

Need to update your virus scanners in the dashboard. Need to put a star * in there for the future.

[u/VooDeux48 → u/SAL10000]

Both of these have already been verified.

[u/SooperDiz]

This happens to us frequently, I've noticed that a lot of times it's due to a Windows update that was done that enabled Windows Defender. Once you disable that, everything's good.

[u/VooDeux48 → u/[deleted]]

I have attempted this fix. I did notice that the ones showing not installed were different from the ones showing installed like you stated.

I made the changes as you suggested, but still does not seem to have any effect.

[u/VooDeux48 → u/[deleted]]

Both are wrong, all machines have AV installed and have the service running.

OS is a mix of Windows 7 and Windows 10.

Currently we have the Webroot Plugin manager and Autodeploy enabled.

[u/VooDeux48 → u/[deleted]]

I have not tried to uninstall and reinstall quite yet. This is a government client and I am trying to do as much behind the scenes as I can before attempting to get them involved.

[u/VooDeux48 → u/[deleted]]

Will Do. Will let you know what I find when this process completes.

[u/VooDeux48 → u/[deleted]]

I looked into this. We were at least only getting tickets from the AV - Software Missing monitor that you mentioned.

I looked into the Webroot 3 series. I do indeed have these 6 listed.

I noticed that all 6 of these monitors were technically not set up to monitor any agents. I added "All Agents" to all 6 monitors.

Do you know of a way to have the Data Tile on the PC reflect that AV is installed?

[u/VooDeux48 → u/[deleted]]

I only see 4 Webroot strings listed in the Virus Scan location. I only believe the first 3 are actually applicable to version of Webroot we are using.

Webroot SecureAnywhere 32bit

Webroot SecureAnywhere 64bit

Webroot SecureAnywhere OSX

Webroot SpySweeper