Endpoint Security Software Support

Frequently Asked Questions

• Q: Client and definitions updates are not downloading or validating correctly. How do I resolve this?

  A: This may be caused by a break in the Update file sequence on the Administration Console. To correct this, please delete the definitions update files from the Updates directories as instructed below.

  1. Browse to the folder: \Program Files\Webroot\Enterprise\Server\Updates folder
  2. Select all files except the SpySweeper CFG File, 0058E511, 0058E512, 0058E513, 002B005D and 002B005E. Delete the rest of the files.
  3. Browse to the folder: \Program Files\Webroot\Enterprise\Server\WebServer\webapps\updates
  4. Delete everything except the Place Holder file and the two folders mentioned above.
  5. Restart the Webroot Services, open the Administration console and run a check for updates.

  If the updates still fail to download correctly, the Database may require some maintenance. Please run the following procedures first, and then run the check for updates.

  To shrink the SQL Transaction log execute in Query Analyzer:

  1. BACKUP LOG [DatabaseName] with TRUNCATE_ONLY
  2. Go in and run the Shrink Database commands in Enterprise Manager by right-clicking on the database, highlighting All Tasks and choosing Shrink Database.
  3. If you would like to limit the file size of the Transaction Log, open the Properties of the Webroot Database, choose the Transaction Log tab and select Restrict file growth, then choose the file size you would like to limit the file growth.

• Q: How can I migrate the Administration Console from one server to another and/or reinstall the Administration Console?

  A: If you would like to keep the existing configuration and sweep data, first make a backup file of the current Webroot Database. Then install the Administration console to the new location, pointing to a new database. Once installed, to restore the previous Webroot database information, open the SQL Management studio, expand Databases and right click on the Webroot Database. Back up the new database file, then choose Restore and point the wizard to the location of the previous database backup file.

  Please use the hyperlink below to download the installation files for the current Webroot Server software. You will need your keycode to complete the installation.
  http://www.webroot.com/entcenter/downloads/3.5.1/WASCE3.5.1.5088.zip

  Webroot also has two knowledge-base articles where you can find download links and instructions for downloading and applying the 3.5.1.5118 client installation and update files. Click the links below to access these articles.

  • New Client Install files and instructions
  • Client Upgrade files and instructions

• Q: How can I apply the installation files for the 3.5.1.5118 client to the Administration Console to deploy this client version from the Administration Console?

  A: You will first need to download the new client installation files, as these files are not automatically downloaded into the Administration Console. The Webroot Endpoint Support team can provide a link for you to download the installation files for this client version.

  The 3.5.1.5118 client installation files:
  http://www.webroot.com/entcenter/downloads/3.5.1x64/WebrootClientSetup.msi
  http://www.webroot.com/entcenter/downloads/3.5.1x64/WebrootClientSetup.exe

  Both files in a Zip folder:
  http://download.webroot.com/3.5.1.5118 ClientInstallFiles.zip

  After downloading this file, please stop the Webroot Update Service from the Server Status screen in your Administration Console.

  Once this has been completed, follow the instructions below:

  1. Extract the contents of the Client Installation zip file.
  2. Browse the folders until you locate the WebrootClientSetup.msi and WebrootClientSetup.exe files.
  3. Copy and paste these folders into the file path [Install Drive]:\Program Files\Webroot\Server\Client directory.
  4. Rename the WebrootClientSetup files that are currently in that directory to include the version number in case you need to install the previous version client to a workstation. (E.g., the renamed file should look like WebrootClientSetup3.5.1.5088.msi.)
  5. Once both installation files have been copied into the Client Directory, restart the Webroot Update Service from the Server Status screen.

  Now, anytime that a new client is deployed from the Admin Console the client version will be 3.5.1.5118. This process will not allow the existing clients on your network to be updated. To do that, you need to apply the Client version Update files.

  NOTE: Please do not deploy this client version to any workstation that is running the Windows 2000 Operating System or an earlier Windows Operating System.

  If you have any questions regarding installation and deployment of the client version upgrade, please contact the Webroot Endpoint Support Team at +44 (0) 870 141 7070 Option 2 ,or by email at .

• Q: How can I install and deploy the 3.5.1.5118 client upgrade to the Webroot Administration Console and across my network?

  A: First, use the links below to download the new client installation files, as these files are not automatically downloaded into the Administration Console

  3.0/3.1 client upgrade file
  3.1.5SME/3.5 Client upgrade file

  After downloading the files above, follow these instructions to complete deployment:

  1. Stop the Webroot Update Service via the Server Status screen in your Administration Console.
  2. If you have any workstations that are running Windows 2000 or an earlier Operating System, please unassign the Major and Minor update classes from the Auto Install section (Updates > Auto Install) of your Admin Console.
  3. Extract the contents of the Client update zip files, and browse the folders until you locate the UpdateInfo.ini file
  4. Go up one folder level and copy that folder into the Updates Directory in your Admin Console. The Update directory should be located at the file path [Install Drive]:\Program Files\Webroot\Server\Updates.
  5. Once both update files have been copied into the Update Directory, restart the Webroot Update Service from the Server Status screen. You should now see the client update appearing in the Update History screen. The update should show no information under the Progress column.
  6. After these updates are applied, they will need to validate against the Webroot Update Server. This validation will take several minutes, and can take up to an hour in some cases. During this time the Manual Install screen will load, but produce a warning, and the right pane will be blank.

  Once the updates have completed the validation process, if you browse to the Manual Install screen (Updates > Manual Install) you should see your network and group structure in the center column and all of the downloaded updates, including the 3.5.1.5118 Client version update files, in the right hand window.

  To apply the update to a specific group, simply highlight the desired update, and drag and drop it onto the desired group folder. Please keep in mind that adding an update to a parent folder will apply that update to all child folders as well. Please do not add this update to any groups that contain a system running the Windows 2000 Operating system or an earlier Windows Operating System.

  When the clients in these groups check into the Administration Console, they will receive the command to update the version. Users should then pull the update files from the Administration Console, and proceed to install the client version update. The systems will need to be restarted to complete the client version upgrade, but the users will not receive a pop-up message or system notification prompting them to reboot the system. Please alert the users to reboot after the client upgrade installation has completed.