Internet Explorer Intermittent Download Problem

Hi,

we are experiencing an intermittent problem downloading files through Internet Explorer 11. The problem is isolated to users on Windows 10 (we are in the process of upgrading all machines to Windows 10, but these are fresh build from scratch instead of an in place upgrade). Other users on Windows 7 are not effected. At random points throughout the day, the users are unable to download files anymore (other browsers such as Edge and Chrome continue to work).  On public internet sites they get an error saying 'The file could not be downloaded', and on our local intranet sites they get a different dialogue box in the middle of the screen saying 'What do you want to do with?download' (screen shot attached). Any file downloaded in this way will not open.

A reboot of the machine will fix the problem for a while, and then at a random point (anywhere between 1 hour to 12 hours) the problem comes back.   Things that I have tried so far are:

1) removing all group policies associated with the machine and user
2) resetting Internet Explorer settings
3) Enabling the setting for "do not save encrypted pages to disk"
4) enabling "Windows Components/Internet Explorer/Security Features/Consistent Mime Handling" in Group policy
5) installing the latest windows updates
6) deleting the user profile and starting again

Deleting the user profile fixed the issue for a day, and then the problem came back. This is happening on newly built Windows 10 machines and the version that we are on is 1709 (OS Build 16299.64)

We need to use IE for a number of corporate applications otherwise we would just use another browser.

Any suggestions would be appreciated.

thanks
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Tarik HasanAsked:
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Jackie ManIT ManagerCommented:
Antivirus/Internet security software installed and version of software?
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Hello ThereSystem AdministratorCommented:
Check you Internet Explorer/Edge settings:
iewin10.PNG
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JohnBusiness Consultant (Owner)Commented:
I agree about Antivirus. Since the machines are new and on the current build, take one test machine and uninstall the Antivirus you have. Make sure Windows Defender is running, restart and test. There should not be any issue.

Then, if you decide to reinstall your Antivirus, make sure it is Windows 10 compliant and make sure Windows Defender has been turned off.
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Tarik HasanAuthor Commented:
Hi,

I've checked the IE settings and they are already on.

The version of AV is Webroot SecureAnywhere 9.0.18.44

I will try uninstalling the AV and replace it with AVG or something temporarily to see if that is the cause of the problem. I also checked Windows Defender and that is turned off.

I will need to wait 24 hours to see if the problem comes back, so I'll provide an update tomorrow

Thanks for the suggestions so far.
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Hello ThereSystem AdministratorCommented:
Install the newest security update for Internet Explorer.

This problem might occur when wrong storage driver is installed. Reverse it to native Windows 7 driver.
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JohnBusiness Consultant (Owner)Commented:
Webroot does not work well with the newest version of Windows 10. Ask them for a new version
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RaminTechnical AdvisorCommented:
Go to control panel >> program and features >> Turn Windows features on or off .
If prompted by UAC, click on Yes.
Click on the checked box of Internet Explorer 11 to uncheck it, and click/tap on Yes when prompted to confirm.
Click/tap on OK.
Click/tap on Restart now to finish turning off Internet Explorer.

Do the same and Click on the checked box of Internet Explorer 11 to select it,  yes, ok,  restart and check if it helped.
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Tarik HasanAuthor Commented:
Hi Ramin, I've already tried re-installing IE and the problem still came back. I tried uninstalling AV as advised by some of the other comments, and I will see if the problem returns tomorrow or not.

Thanks,
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JohnBusiness Consultant (Owner)Commented:
I am fairly sure you will find Webroot an issue if the version is more than 6 months old. Try without it and see.
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Jackie ManIT ManagerCommented:
After you have uninstalled webroot, you need to reset IE 11 to default before you do any test.
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Tarik HasanAuthor Commented:
The cause of the problem was Webroot. I uninstalled Webroot from a few machines and replaced the AV with Avira instead. It has been three days and the problem has not come back. Also, there are a number of reports on Webroot's forums about issues with Windows 10 1709 and Webroot, even though there is not specific mention of the issue that I have been experiencing.

Thanks everyone for your help.
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JohnBusiness Consultant (Owner)Commented:
Thanks for the update and I was happy to help.
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Tarik HasanAuthor Commented:
For anyone else experiencing this issue, I've had the following update from Webroot support. We are currently monitoring to see if this fixes the issue:

Hello,

Thank you for contacting Webroot Support.

To be compatible with the release of the Windows 10 Fall Creator update build 1709, we have made available our SecureAnywhere endpoint version 9.0.18.44. If you are considering updating to the Windows 10 Fall Creator update build 1709, we strongly recommend updating your SecureAnywhere endpoint version to our 9.0.18.44 release. This will ensure that when you update your system, your security will be compatible with the upgrade.

To install this latest version of Webroot, you can either update your current version of Webroot endpoint or you can uninstall and reinstall using our latest endpoint download available via the Webroot Admin Console > "Resources" tab.

To force an update to the latest version, please use the "Agent Commands" option from within the Webroot admin console. From the "Sites" tab of the console, click to manage the specific site in question > Endpoint Protection > Group Management > Agent Commands > Advanced > Download and Execute a File.

http://anywhere.webrootcloudav.com/zerol/wsasme.exe

You can also use the URL above to download the installer locally on the endpoint via a browser, and run manually.

NOTE: If you have already updated to the Fall Creator update and were previously utilizing the workaround (of disabling “Scan files when written or modified,” under the real time Shield in the Policy applied to the endpoint/s), after updating the endpoints to version 9.0.18.44, please re-enable this setting of "Scan files when written or modified" within the policy.

If you have any further questions or concerns, please respond to this message and we will be happy to assist.
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RaminTechnical AdvisorCommented:
Thanks for your feedback.
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