Webroot Outage History

The Automotive Supplier Portal Core Secure Access became completely unavailable, preventing users from accessing the portal. The outage lasted 59 minutes while teams worked to restore service. The issue was resolved and service was fully restored after validation.

Webroot's Core Europe service experienced a major outage lasting 43 minutes. The outage affected European users' access to core Webroot services. Service was restored and validated, with the issue fully resolved.

Zix Encryption Services experienced a major outage affecting the ZixPortal Administrator Console, preventing administrators from configuring their portals. The issue lasted 2.9 hours before being fully resolved by the technical teams.

Webroot experienced a 24.4-hour incident where customers using LDAP imports were unable to log into the Customer Portal. The issue was resolved by restarting LDAP services to reimport users and restoring affected user and admin settings.

ZixCentral and Zix Encryption Services experienced slow page loading issues that affected users' ability to access the Secure Cloud Email Encryption (AEE/ZEE) platform efficiently. The performance degradation lasted approximately 26.7 hours before teams restored normal service functionality. The issue has been fully resolved and validated.

Webroot's Core Archive UAE service experienced a major outage and prolonged degradation lasting over 25 days due to regional conditions in the Middle East that impacted their hosting provider's operations. The incident affected Core Archive functionalities for customers in the region, with the service initially becoming completely unavailable before being restored to a degraded state. The service was fully restored on March 28th, though some users may still experience occasional difficulty accessing documents that were uploaded before the incident began.

Webroot's Core Archive India service experienced performance degradation for 1 hour, causing increased response times and intermittent access delays for users. The engineering team investigated and resolved the issue affecting the Core Archive for SAP® Solutions - IN (archive.in.opentext.cloud). The service degradation has been fully resolved.

UK customers experienced a 49-hour outage preventing access to their Email Threat Protection logs and quarantine through the Zix customer portal. While inbound mail flow remained unaffected throughout the incident, users could not view email logs or manage quarantined messages. The issue was resolved by restoring server clusters to full operational capacity.

Webroot's Core EDR/MDR service experienced degradation for approximately 102 hours, affecting devices running macOS agent version 2.1.7 with incomplete or missing event log ingestion and logs not appearing as expected in the portal. While data continued to be processed by the agent throughout the incident, users experienced reduced visibility into their security events. The engineering team identified the root cause and successfully resolved the issue, restoring full service functionality.

Webroot's Zix Encryption Services experienced an issue where secure email notifications (invitation emails, password reset emails, and secure email notifications) were not being generated when users sent secure emails from the EMP/DeliverySlip web portal. This left users unaware that their secure emails or invitations had been sent, affecting multiple users on the Dallas production system. The issue was resolved after 1.3 hours.