Finding deactivated devices that are still checking in when using Webroot Business Endpoint Protection

If you have deactivated devices continuing to check in to the Webroot Management console, this article will help. Deactivated devices may cause billing and usage issues.

There are a couple of reasons why deactivated devices may continue to check-in:

The devices were powered down or not connected to the internet while the Deactivate Device agent command was active.
- Deactivate Device agent commands stay active for 30 days from time of issue. If a device was powered down during this time, then turned back on, the agent is still installed and the device will check in.
The Webroot agent didn't uninstall properly.
- Uninstalling the Business agent.

Once you have identified the devices that are checking in that shouldn’t be, you can:

Reactivate the device and then use the Webroot Management console to deactivate it - See the instructions below.
- Devices need to be reactivated to re-enable communication with the Webroot cloud so the Deactivate Device command can be sent again.
Uninstall the agent
- Note: Uninstall options using the Webroot Management console will be ineffective if the device has the status of deactivated.

Billing questions
If you have questions about invoices and want to see detailed information regarding device usage, please use the Webroot My Usage console to gain further insight. See the article on My Usage for more information on using it.

If you have specific questions regarding past invoices, please contact your Customer Success Manager or send an email to CustomerSuccess@webroot.com.

HOW TO:
+Checking a site for deactivated devices that are still checking in

Log in to the Webroot Management console.
In the left nav bar, select Sites List and find and click the Site where you want to reactivate a device. You can also use the box at the top of the page to search for a Site by name.
On the right side of the screen under the Subscriptions column, hover your mouse over E and click the rectangular icon with the arrow pointing to the upper right. This opens the Endpoint Protection console.
In top nav bar of the Endpoint Protection console, click the Group Management tab. The left side of the screen displays the list of groups in alphabetical order. Click the Deactivated Endpoint group to display the list of deactivated devices.

Note: If you do not see a Deactivated Endpoints group that means no devices have been deactivated for this Site.
In the Group Management screen, click the Status column to sort devices by status, then look for Hostnames (devices) with a status of Protected. The Protected status means the device is still checking in, even though it has been deactivated.

+Reactivating a device and deactivating it again

In the Group Management screen in the Endpoint Protection console (see steps 1 to 4 above for help opening the Endpoint Protection console if needed), go to the Deactivated Endpoints group and identify the devices that need action.
Check the box for any devices that are still checking in and click Reactivate. Reactivating the device enables it to receive agent commands from the Webroot Management console.
In the Group Management tab, find the devices that were just reactivated. There is a Search for hostname… box in the top right if you need assistance finding a device.
Check the box next to each device that needs to be deactivated, then click Deactivate.

Note: Please ensure that any devices that you attempt to reactivate or deactivate are turned on and connected to the internet. This maximizes the chance that the agent command will be received and executed.
If devices continue to check in even after being deactivated in the console, you can uninstall the agent software directly from the device where it is installed.

If you need additional assistance investigating why devices continue to check-in to the Webroot Management console when they shouldn't be, please contact Webroot Support.

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