Webroot recently started showing me a popup at start up of Windows 10 containing the words: “Sign up for MyAccount.” I am already signed up! Yet this braindead program keeps showing me the popup. I am getting tired of clicking the little X. There should be some built-in interaction between the popup and the fact that I am already “signed up.” I have tried just about every suggestion on the internet. Apparently Webroot has gone out of their way to circumvent the normal Windows popup override system. HELP!
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Userlevel 7
+24
All of these notifications from our support site are being sent to your gmail. We absolutely make it to the inbox of gmail accounts and no one else has this issue (very bizarre you are having this problem). So at this point I don’t think the community is going to be able to help you further as I can’t coordinate you to support if you can’t read or respond to the messages. I think the only path forward would be for you to talk to someone on the phone. I believe once you reach someone on the phone they will be able to resolve your issue, answer your questions, and walk you through the process of finding and responding to your ticket and communicating with support. Also, I saw on another thread that you wanted to know how to upload logs - this is automatically done for you when you send a message on our support site from your computer with Webroot installed (so lets make sure we can get you to that site).
Perhaps you have not seen these numbers listed on our website but I suggest you call one of these during a time that works for your timezone. We have support staffed Monday - Friday
USA
Call 1-866-612-4227
7am - 6pm mountain time
UK
Toll Free: 1 800 804 7013
Ireland
Toll Free: 1 800 303 385
Australia
Call 1 800 177 035
Thank you!
Within the last 20 minutes I called the USA Support phone number. The agent verified my account and merely stated that I need to wait until the techs figure out what is going on as the problem was supposed to have gone away in the last release. The agent could not provide an ETA as to when the issue is likely to be fixed, nor could they provide any additional support or to assist to resolve the issue at all.
So now I have to wait for how long? The stupid popups appear every day and rebooting is a poor workaround. If I generated logs . I am now in limbo land as the support call achieved nothing.
Userlevel 7
+63
Yes some are still seeing it and I know the Webroot PC Group Development team are on it and that’s all I know! I get it still once in awhile….
I am also having the same pop up issue. I have already signed up, yet I continually get the pop up. It is very annoying. Please fix this issue. My Webroot Version is listed below
Thanks.
Userlevel 2
That’s what I’m waiting for from support, assuming they have one.
Thanks for calling..
PS: Mine has been showing for about a week. And I have registered and confirmed..
I think Webroot needs to pull their finger out and get this resolved, I never bother to write or complain about stuff but this is super annoying!
Userlevel 2
Good for you, stfranklin. No victory for me, as yet. The pop-up still appears at log-in, but disappeared some hours ago when I opened the Webroot console. I think you’re right about the text-based support, which has the look of a bland pro-forma response. I’m giving Webroot a week to get rid of the pop-up before I consider the options. What is so idiotic about it is the fact that I now have the very account which the damned pop-up is still exhorting me to get! This really does validate the popular axiom, if it ain’t broke, don’t fix it.
People should not need to contact Support to make the popup go away … an update should be issued immediately to kill off the popup for everyone.
For the record
A week ago I raised a support ticket and there is no response to that so far. When I attempt to determine the status of my request (continue the previous conversation) I am prompted for my email address which I enter and then a password (not my Webroot account password but a 6 character password which I am not aware of. Selecting the “forgot password” option claims to have sent a password to my email address and nothing is received. There is nothing in the spam/junk folder either. It would appear that there is an email issue with my account.
For how much longer am I to endure the stupid popup message which is not my doing?
Userlevel 2
As of the last few mornings, I am not getting the pop-up. Although it was intermittent for a couple of days I haven’t seen it since Saturday.
I think this whole episode has reflected poorly on Webroot, who provided no information about the merger/takeover (whichever it is, or both?) nor any explanation of the request by the alarming, irritating pop-up nag to sign up for an account which users already thought they were well and truly signed up for; as they were. I believe I am now signed up for two accounts, with equal access to the usual facilities! Very confusing, and to the hapless user, apparently pointless. I’m now just hoping the damned thing has gone away for good. But thanks to Tyler for his assistance here and in personal messages.
Userlevel 1
I think my Webroot is now working as it should. I had a few pop-ups after the ‘fix’ was declared, but it seems to have settled. Fingers crossed.
What is the “fix” that was declared? I’m still getting the pop-up. I have both Webroot and Carbonite.
Userlevel 1
I just rebooted my PC about an hour ago and the pop-up did NOT happen. So maybe (hopefully) Webroot got updated/fixed! Yea!
In the meantime I have called the Australian support number (1800 177 035) twice during the nominated hours of business for assistance and on the second attempt I provided my Australian contact number. Needless to say that it has been a deafening silence so far as nobody has bothered to call me back. Whilst that my be sour grapes, it is awful that nobody at Webroot could be bothered to contact me by phone or email to assist with resolving the stupid popups which I continue to receive on a daily basis. I am vindicated that other people continue to receive the same symptoms. Do I have to call the US support number at my expense to get assistance? I am gobsmacked that your Australian support number is nothing more than a recorded voice which infers that nobody is listening or responding to recorded messages. If I am sounding upset then that is the truth.
I would expect your competitors to respond to support requests in a reasonable amount of time with visible follow-ups. I see that my current subscription lapses in 200+ days time but if this situation is not resolved in the next 30 calendar days then I will be jumping ship to a competitor and sending a letter of complaint to the OpenText CEO. 6 July is the target date for resolution or I am out of here. It should not take 30+ days to eradicate a popup message that was dumped on users, or did someone forget to take a backup of the code module?
All of these notifications from our support site are being sent to your gmail. We absolutely make it to the inbox of gmail accounts and no one else has this issue (very bizarre you are having this problem). So at this point I don’t think the community is going to be able to help you further as I can’t coordinate you to support if you can’t read or respond to the messages. I think the only path forward would be for you to talk to someone on the phone. I believe once you reach someone on the phone they will be able to resolve your issue, answer your questions, and walk you through the process of finding and responding to your ticket and communicating with support.
I think my Webroot is now working as it should. I had a few pop-ups after the ‘fix’ was declared, but it seems to have settled. Fingers crossed.
What is the “fix” that was declared? I’m still getting the pop-up. I have both Webroot and Carbonite.
I don’t believe there is one yet. Some of us on the forum are still getting the pop-up. I know I was getting it on my Desktop Win 10 computer and some of the Webroot Moderators here on the forum are getting it.
is there a Beta release of the next version of WSA that needs testing? I will put my hand up to do that!
Userlevel 2
GOOD NEWS, I Think! I finally broke down and called tech support. According to the guy I talked to, the pop-up is “time based” and will go away in “a couple of days.” I asked him if he was sure and he said, Yes.
Time will tell.
SF
Userlevel 7
+24
Webroot recently started showing me a popup at start up of Windows 10 containing the words: “Sign up for MyAccount.” I am already signed up! Yet this braindead program keeps showing me the popup. I am getting tired of clicking the little X. There should be some built-in interaction between the popup and the fact that I am already “signed up.” I have tried just about every suggestion on the internet. Apparently Webroot has gone out of their way to circumvent the normal Windows popup override system. HELP!
Tell us, has it gone away?
Userlevel 2
VICTORY!
The pop-up appears to have gone away, at log in and when opening the control panel. I hope this is true for everyone. The tech was telling truth. I can’t confirm it, but I suspect the written support may be coming from offshore and they may be working from a script rather than actually being technically knowledgeable—just a theory.
SF
Userlevel 2
Hallelujah! And thanks very much for reporting back to us, TylerM. It’s good to see Webroot responding pretty quickly to our complaint. Here’s hoping it’s permanent, and the words I received from Support, as quoted in my earlier post - ‘these messages are going to rotate and change throughout the year’ - can be ignored.
Regards,
macondo
Userlevel 2
I take that back.
The dreaded, infuriating pop-up has just returned this morning!
Only when logging in, not when opening the Webroot console.
I’m going to send a personal message to TylerM.
Userlevel 2
Have you tried restarting the computer (not turning it off and on again—that doesn’t reset things in Windows)? Beyond that, I’m clueless.
SF
Userlevel 2
Well. a couple of days later and I’ve just had the pop-up again after several boot-ups without its appearing. It’s hard to imagine why this is still happening intermittently.
Userlevel 1
I have two key codes spread over 9 computers, and every one of them is suffering from this ridiculous pop-up nag. Today I spent an hour working out that the account I was being nagged to set up is a NEW account for ‘Carbonite+Webroot’. So I duly set it up for one of my key codes, thinking it would get rid of the nagging pop-up which won’t go away unless you close it manually.
I rebooted and found that the nag had not gone away. It also appears whenever I open the Webroot console from the task bar icon. I received an email from Carbonite+Webroot welcoming me, despite my having happily had a working account and a good security program for ten years! I straight away contacted support, explaining that I thought this was completely unsatisfactory and would lead to my cancelling my subscription. To me, the lack of prior communication - an explanation of what has occurred on the corporate front and of the need for a new account before the nag appeared would have been appreciated - and the obvious technical deficiency which prevents one from getting rid of the nag, are simply intolerable for a paid subscription to a hithero successful product. I’ve still got over 700 days on one of the key codes.
The response I’ve received from Support is, in my view, unsatisfactory and offers no help whatsoever:
Thank you for contacting Webroot Support. We apologize for the inconvenience you are experiencing.
In March 2022, we released a new My Account portal for all Carbonite customers and new Webroot customers. The new My Account portal has been designed to allow you to be able to manage both the Carbonite and Webroot products.
Since you have already created an account, please feel free to ignore these messages. These banner messages are being provided for all customers and will rotate and change throughout the year. At this time, we do not have the ability to remove these messages for single users.
If you require any further assistance, please let us know.
Please feel free to ignore these messages! For heavensake! The whole flaming point is that they can’t be ignored! They cover a goodly portion of screen space. Furthermore these messages are going to rotate and change throughout the year - there’s no intention to remove the damned things. And ‘Since you have already created an account’ sounds like there was no need to click on ‘Get started’ at all! After paying for what I consider a very good product to cover10 PCs for 10 years, I’m completely brassed off. It’s the very light ‘footprint’ and lack of constant nags one gets with other products that attracted me to Webroot in the first place.
Where to from here?
I think I am done with webroot after this! They did not even inform us of ANYTHING! We just get this message that our app is being retired. I spent days trying to see if this was a hoax, finally figured out that I had to create a new account with the new company which now allows me on this forum to find out all this information.…..HATE dealing with the messages on my phone to create something I already have. The new company has no phone support. DONE! checking out other options for security. Anyone have one they like?
Thanks
Thanks for escalating my ticket, but can you confirm that my email address is working from your system? My profile name should link to my email address, unless there is an issue on your system. Now that I see there is an Australian 1800 contact phone number then I will call them for assistance.
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