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Webroot Mobile Security for Android Knowledge Base

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There can sometimes be some confusion around which version of Webroot to download to your Android device, depending on which kind of subscription you have.  This table will help to answer that question based on what kind of Webroot software you have on your computer.   Your Computer Has: So Your Android Needs: NONE   For Basic functionality, download the free version.   For Premier functionality, use the keycode you received when purchasing Premier.   Free   Or     Premier  (First download only)*   And optional Free SecureWeb Browser WSA-Antivirus   The Antivirus version is ineligible for use with Premier.  However, you can still use the free version of Webroot for Android.   Free       And optional Free SecureWeb Browser WSA-Internet Security Plus   Use the same key code as you use for your computer.  This will provide the functionality of Premier you received when purchasing WSA-Internet Security Plus.  When installing it, choose "I already have an account."***   Free** See note below for how to activate Premier from within Free.         And optional Free SecureWeb Browser   WSA-Internet Security Complete   Use the same key code as you use for your computer.   WSA-Complete   (SecureWeb Browser, Password Manager and Backup & Sync is included)   *Premier users who already have a Premier key code should re-download using the Free version and then activate the Premier functionality from within the Free version that you have downloaded.   **How to activate Premier from within Free: After finishing the setup process for the Free version, tap the Android Menu button from the main screen of the Webroot app.  Then tap Register.  Then tap Activate and enter your Premier or Internet Security Plus keycode.  Then tap OK.   ***If you do not already have an online account, please create one first.
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Symptoms Diagnosis Solution Android Devices   Access to Password Manager Android devices indeed utilize the Password Manager through the use of the Secure Web Browser (SWB).  The SWB is available as a standalone app, and is also automatically installed as a part of the WSA-Security Complete app on Google Play as well.   If you have WSA-Internet Security Plus or the Best Buy version for your PC/Mac, you will need to download the SWB app separately from your WSA Mobile protection.  If you have a license for WSA-Complete, you will want to download the WSA Security Complete.   Download the free WSB or WSA Complete from Google Play Store: For SecureAnywhere Complete: (https://play.google.com/store/apps/details?id=com. webroot.security.complete) For free version of SecureWeb Browser: (https://play.google.com/store/apps/details?id=com. webroot.secureweb)     To use the Password Manager within the SWB:   Open the SWB app. Log into  WSB if prompted (Using your Webroot Account information) Click the Menu button Select Vault Enter your login or password if prompted Click ok Your stored Password Manager sites should now display.  Click on the site you wish to log into, it should open in the WSB Some sites have the login spaces showing by default, some do not.  If the site does not, click Sign In/Log In link to access the login page. Click the Menu button Select Vault Select AutoFill Click on the saved site profile you wish to use to log in. Click the page login button if needed.   In some cases when you close WSB you will have to sign in again with your log in password.   Also, see this part for the user guide for some additional information: https://mobile.webroot.com/brands/webroot/en/help/ android/SecureWeb/passwords.htm       iOS Devices   Specifically designed for iPad and iPhone devices, the Webroot SecureWeb browser protects you from phishing attacks and infected sites as you surf the web. Open the App Store on your iOS device and search for "Webroot SecureWeb" Tap Free, then tap Install to download the app. Once installed, tap SecureWeb to launch the app. We recommend using the SecureWeb browser whenever you browse, shop, or bank online. Enter a website address to begin browsing.  Manage Passwords on your iOS devices If you're a Webroot SecureAnywhere Internet Security Plus or Internet Security Complete subscriber, you can use the SecureWeb browser to enter your saved passwords. If you don't use Internet Security Plus or Internet Security Complete, click here to upgrade 1. To use Password Manager, you will need a Webroot Account. If you already have a Webroot Account, skip to step 2. Otherwise click here for instructions.   1. Open the App Store on your iOS device and search for "Webroot SecureWeb". 2. Tap Free, then tap Install to download the app. 3. Once installed, tap SecureWeb to launch the app.   4. We recommend using the SecureWeb browser whenever you browse, shop, or bank online. Enter a website address to begin browsing.   http://www.webroot.com/us/en/support/how-to-update s#password-manager     Adding Sites and Changing Saved Site Settings   The Secure Web Browser is not currently able to add sites or change site settings.  To add a site, or change site settings such as a new password, you will need to log into the Account Console.   In either the SWB or other browser, navigate to https://my.webrootanywhere.com Log in Select Passwords   To Change Password or other editing Locate the saved Site Click the Edit link Make the desired changes Click the Save Site button   To Add a New Site Click Add Site in the menu at the upper right Fill in the Site information Click the Save Site button     Dual Authorization For Password Manager   (Suggested for Advanced Users Only at this time)   Log into your Console Click on Passwords On the right hand side, under MyIdentity Actions: Click View Settings Enter your Password Google Authenticator multifactor authentication settings will now be displayed.    
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Symptoms Diagnosis Solution Android Menu Settings / Persistent Status/ Support Options   For Webroots icon to show or not to show at the top of your screen, Open Webroot and tap to the upper right hand side where you see 3 white dots. The Menu:     Below you will see General Settings/Change Password/Register/About/Uninstall     Tap General Settings/ There you will have the option to show your security status at the top of the sceen by checking the box or unchecking.   To see your Support Options/ Tap screen and you will see: Collect and mail logs:   Force License check: SecureAnywhere Mobile checks for changes to your subscription status every 24 hours. If you changed your subscription and want to refresh the license staus immediately. do the following: Tap Force license check.       Please look here for the Android User Guide:                      
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  This is for Webroot SecureAnywhere Mobile Cell Phone. With information to Set a Schedule to Scan Webroot Android has enhanced protection with definitions that are now fully cloud-based. Definition updates are no longer needed, as they are always up to date.   WSA mobile devices from Google Play store. Located Here for Free version of WSA and Webroot SecureAnywhere Complete and Webroot Security Premier       !- Open Webroot SecureAnywhere Mobile/ /Click Security   2. Click Antivirus   3. Click Schedule at bottom of WSA   4.Then tap on Scan Frequency           5. Set Scan Frequency Schedule         6. When you open Webroot's Menu : Tap "About" and you will see this below: Up-to-date         In the lower right hand corner you will also find a HELP Menu    And for more help go HERE:   Thank you!
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Symptoms Diagnosis Solution Webroot SecureAnywhereMobile/SecureWeb Browser/Toolbar Settings   1-Click the 3 dots in upper right hand corner to open menu.      2- Open Settings      3-Scroll down and Choose Tools     4- Place a checkmark with what you woud like to see in your toolbar       5- Set Tool Order       There you will have the tools you want to put in your SecureWeb Browser,   I chose to show my Vault as seen below: (the key)                                                      
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Question Does Webroot work on a Nook? Answer Yes, Webroot is now compatible on the Barnes & Noble NOOK® HD and HD+.   The installation steps are the same as they are for other Android devices.   For installation instructions please click here.
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Question: Why am I still receiving blocked texts on my Android Device?   Answer: This is an issue that occurs because of limitations applied to the Android OS after the 4.4 update. For security reasons, third party applications are no longer able to offer this functionality without creating a default messenger application specifically for their product.       Question:   Why does it show that it is being blocked?   Answer:     Because technically, we are catching it and attempting to block the sms. We are simply not able to given the limitations provided.       Question:   Will malicious links still be blocked?   Answer:   Of course! You will still receive a notification in regards to a text containing a malicious link. This happens regardless of whether or not the number is in your block list.     You can locate more information about this issue here and here.
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Symptoms Diagnosis Solution To Uninstall Webroot from your Mobile device following these Instructions You can refer to KB article here as well, In your mobile device go to Settings/Phone adminstrators/uncheck SecureAnywhere. Tap Deactivate.  If prompted, tap OK.   Open Google Play, navigate to the SecureAnywhere app and tap Uninstall, as you would with an app not using Device Administrator. SecureAnywhere uninstalls itself.           For a clean reinstall I recommend uninstalling from WSA    Open Help in right hand corner of Webroot SecureAnywhere Mobile.       Tap Uninstall     Enter your Webroot Password.   Sometimes its necessary to clean your browser cache before rebooting device. Here's our Knowledge Base Article Here   Reboot and Reinstall your Mobile Version provided from Google Play Store for Premier   Free Version of Webroot AV or Webroot Complete Version Mobile   For more Information you can also go here that explains the differences!        
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Symptoms Diagnosis Solution   Here is how Android users can clear there Bowser Cache using GOOGLE.   1.OPEN BROWSER 2.HIT MENU KEY 3.MORE OPTIONS BUTTON 4.CLICK SETTINGS/ PRIVACY & SECURITY/CLEAR CACHE.   Some of this is necessary to do a uninstall and reinstall of Webroot.   Also for added measures I would like to add:   HOW TO CLEAR TEMPORARY INTERNET FILES ON ANDROID DEVICES   STEPS:  1.OPEN SETTINGS 2.LOOK FOR DEVICE/APPLICATION MANAGER/ (PRESS APPS/OPTION) 3.LOOK FOR BROWSER APP. & SELECT IT 4.PRESS CLEAR CACHE   THIS ONLY WORKS FOR CERTAIN MOBILE PHONES..   How to Clear Cache in Webroot SecureWeb Browser:    How to Clear Cache in Webroot Secure Browser:  1.Open WSB in the right hand corner of Browser click to open 2.Click on Settings/Scroll down to Cache 3.Clear Cache (Clear browser and cookies)   How to Clear Your Browser's Cache on an iPhone   As you browse the internet on your iPhone, your browser will store bits of information about each site you visit to speed up loading when you return. While this can be great for quickly loading pages, your cache can start to eat up your iPhone's free space. Thankfully, all browsers allow you to quickly clear your cache, freeing that space back up. See Step 1 below to learn how.   Method 1 of 2: Safari    Tap Settings. This can be found on your Home screen.  Scroll down until you see "Safari". It's usually found towards the bottom of the fourth group of menu options. Tap on it to bring up the Safari options menu. Tap "Clear Cookies and Data". You will need to scroll down to find it. A pop-up box will appear. Tap "Clear Cookies and Data" again to confirm your choice.  The options will then be grayed out and Safari's cache will be cleared.[1] Method 2 of 4: Chrome1  Open the Chrome browser. Tap the Chrome menu button ☰ in the upper-right corner.  Open the Chrome browser. Tap the Chrome menu button ☰ in the upper-right corner.  Tap Settings. You may have to scroll the menu down to find it.  Tap Privacy. This can be found in the Advanced section.  Tap the "Clear Cache" button. This is located in the "Clear Browsing Data" section.   Tap "Clear Cache" again to confirm. Your cache will be deleted. How to clear your iPad cache, cookies and history   How-To on clearing the cache, cookies and history off your iPad   1.Select 'Safari' in the Settings App 2.Decide whether you want to clear your Browsing History or your Cookies and Data (which includes webpages contained in the Cache folders). 3.If you chose "Clear History," Click 'Clear' ... 4. Browser history is erased. 5. If you chose to clear your Cookies and Data, click 'Clear'.. 6. Now your cookies and data are erased   Deep Knowledge: More In-Depth Info If You’re Interested.    Some definitions might be helpful.   Cookies: The little data hunks websites leave behind (usually with your permission) that allow the site’s provider to know which pages you’ve visited on its site and other information. Cookies are also where a site will store any log-in information you’ve elected to save when you click “Remember Me on This Computer.”   Cache: More properly referred to as the webcache, Cache is all the webpages you visit and most of the assets needed to build those webpages. As a rule, video and audio are not caches. Caches help pages that you’ve visited before load more quickly.   Browsing History: The links to the pages you’ve visited. Clicking on a link in your history loads a page from your webcache initially. Ideally, all three of these databases work together to speed up your browsing experience. But occasionally, it’s useful to clean them out. When you don’t care to have others see where you’ve been online  When you want to make sure that others can’t pose as you in order to buy stuff or cause mischief online & When you just feel like cleaning stuff up.      
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Symptoms Diagnosis Solution Webroot SecureAnyw here Mobile Complete / Network Monitor   Accessing Whois on a Mobile Device   The Network Monitor shows which apps are currently accessing the network protocol used.   Follow these Screenshots.   1-Tap on Identiy & Privacy   2- Tap App Inspector See what information your apps have access to     3- Tap Network Monitor See what network connections apps are making Then tap on IP of those listed.     4- Tap IP to open Whois     5- Tap Pinpoint or Dimiss   Complete action using what you have listed Open one of these browsers to go to Whois  
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Symptoms Diagnosis Solution How to Setup_ Call & SMS Blocking on an Android Mobile Identify & Privacy     Open WSA Mobile     Open Identity & Privacy     Open Call & SMS Blocking Stop unwanted callers from calling or texting you     You will see in Photo above Blocked Numbers\Block Log\Help    You can choose to turn on Call Block List (Block incoming calls from numbers list)   Detect SMS From Blocked Caller (Detect and notify when SMS or MMS message is recieved from numbers contained in your Blocked Numbers list)   Block Unidentified Numbers (Block calls where caller ID is Unknown or Blocked)         Blocked Numbers Screen\Caller Block List No numbers blocked. To add a number, press the menu button     Open Menu Button in Lower right hand side and this is what you'll see     From the Menu Buttons Are as Follows: Add Number Pick From Contacts Pick from Call Log Pick from Text Messages Clear Block Log  
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This solution addresses Webroot SecureAnywhere Mobile for Android   If you are experiencing problems uninstalling SecureAnywhere, you may need to change your Device Administrator settings.  To do so:   Tap the Android Menu button on your device, then tap Settings.   Tap Security, then tap Select Device Administrators.   Next to Webroot SecureAnywhere, uncheck the box.   Tap Deactivate.  If prompted, tap OK.   Open Google Play, navigate to the SecureAnywhere app and tap Uninstall, as you would with an app not using Device Administrator. SecureAnywhere uninstalls itself. Note: If you experience problems with these steps, contact a forum moderator at community.webroot.com.
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Question How do I locate my mobile device using the locate feature? Answer First, please log into your MyWebroot Account Click on Mobile Security Select the device you wish to locate Click on Lost Device Protection. Select  Locate My Device   If the device happens to be turned off and cannot receive the command, then it will detect the pending command next time it checks in with the console.  The device is set to check for pending commands every 30 minutes.     You can also locate it from another mobile device. To do so, text your number with "locate password" (replacing password with your Webroot password).
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Question When I try to log in with my email address, password, and keycode its giving me an error saying "Login failed. The email or password you entered is incorrect."  What do I do now? Answer Is the Device Online? If Webroot cannot connect to the internet at all when entering your username and password, it may misinterpret the lack of connectivity as an indication that your username or password is incorrect.  Please open a browser and go to a new page to see if you have internet connectivity.  If not, please troubleshoot your device's internet connectivity issue first.  Webroot cannot reach out to our servers if your device cannot connect to the internet.   Pre-Filled Email Address The number one cause for this issue is that the OS pre-fills the Google Account email address, but the user's email is a different email address.  For example, on the phone, I might be logged in as myname@gmail.com, but my Webroot account is under myname@hotmail.com.  On the login screen, the device will pre-fill myname@gmail.com as the email, which I would need to change to myname@hotmail.com in order for it to work.   Caps-Lock The second most common cause of this issue is caused by the keyboard defaulting to an initial capital letter or caps-lock.  Since the password is case-sensitive, this will usually cause the password to be wrong.  When trying to enter something like "password123" (intentionally bad example / don't use a password this easy to guess), an initial caps will cause it to be "Password123" or the caps lock will make it "PASSWORD123", neither of which will work.   Keypad Miscalibrated The third most common cause is that it could also be something like a keypad that is registering the wrong key, especially near the edge of the screen for example.  On some phones on which the touch-pad is poorly calibrated, it will register a 1 as a 2 for instance.   Issues with it Being a Rooted Device if it's Rooted It could also be that your phone is rooted and is running something at the root level that is causing this problem.  If you have intentionally rooted your phone, unfortunately we cannot support that device. That does not mean that we cannot work at all on a rooted device.  What it means is that the very nature of a rooted device prevents us from being able to anticipate issues and troubleshoot them accurately.  Thus, it is unsupportable.   On a stock Android device we have a general expectation of how the OS will operate, what APIs will be available, and what we are allowed to do within our sandbox combined with what other programs can do within theirs.  As soon as the device is rooted, all bets are off.  Some ROMs will cause certain APIs on the phone to stop working properly. Root apps can also gain abilities that can break installed apps that can't be anticipated by support or the app itself.   What ends up happening with Rooted devices is that we can really only give the user the information about what needs to be able to happen, and allow them to make their own diagnostic decision based on their personal knowledge of their rooted device configuration, apps, etc.  Thus, we can't really provide technical support for root, but rather only technical information.   That said, if your device is rooted and you are running into this problem, other things that can interfere with the process also exist: - Network firewall apps that block the request can cause an issue.  - A few AdBlock-style programs that modify the hosts file have been known to blanket-block certain IP ranges that include our authentication servers.  - Apps that affect the permissions of other apps, or ROMs that affect the permissions of other apps can cause issues.  - Apps that monitor system logging and take action based on visible URLs have been known to cause issues.  - We have also seen root ROMs and apps that are actually malware and if they get in first, they can hide pretty effectively, even from root-access security software.  At that point they intercept entry of data into any password field and cause it to intentionally fail to get the user to "confirm" the password (often multiple times).  - Custom kernels that exclude certain cryptography functions can cause our hashing to fail. - Local proxy apps of various types with root access can cause the request to get mangled and not reach us accurately, so it gets denied.   Kindle Fire-Specific Issues We have noticed that on some Kindle Fire devices that when changing between number and letter keyboard interfaces, the last character entered into the keycode field is sometimes deleted. You should check to be sure the last character is still there after entering a new one to avoid this. Another option is that instead of switching between keyboard interface, you customer can press and hold letter keys on the top row of the keyboard to see number and punctuation options. Also, it can help to disable spell-check. Finally, copying and pasting the keycode from another app, such as an email app, where you should have your keycode in an email, will avoid all issues.   Still can't get in?  Try resetting your password. - Go to http://my.webrootanywhere.com - If you can sign in without any trouble, go ahead and sign in, click your username at the top right side of the screen, go to Account Settings, and click "Change" next to "Password."  - If you can't sign in to the online console at all, use the "can't log in" link to reset the password instead. - Wait a few minutes and try signing in on the mobile device again with the new password.   "I tried all of these suggestions, but I still get the error message." - Support may need to take a look at the account for you.  Please open a support case, and we'll be happy to help.
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Question My scans appear to get stuck when scanning the SD Card.  What can I do to get them to complete? Answer If you have an unusually large SD Card, sometimes a scan can appear to be stuck when it really isn't.  It's important to give the scan a few minutes to move past the point it appears to be stuck at before concluding it's stuck.  In those cases, setting to scan once a week is recommended.  Webroot will still update the definitions daily, and the realtime shields will still be protecting you.   If it really is stuck, one of the most common causes of hanging on "Scanning SD Card" is file corruption on the storage device itself.   A good way to check for file corruption is to get a file manager app and then do a system-wide search for something you know is not there.  The search will very often fail if the file or file system has corruption.    Another way to check is to mount the Android device as a drive on the computer and copy ALL of the data from the SD Card to the computer.  This is another place where corruption may cause a hiccup, but it will usually recover because the computer is partly in charge in this case.  What you can then do is use the Settings in the Android to unmount and format the SD Card.  This process differs on different devices, so check your manual or with your tech support for the device for help on this.  Afterward, copy all of the data back.  If you can't actually copy the data from the card to the computer at all, that is further evidence the card is corrupted.   We have also seen some specific issues in which the scan is getting stuck on Google Maps.  Uninstalling and reinstalling Google Maps can help to resolve the problem in such cases.
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Question I read that when you need to use the Scream feature to find your phone in the house you need to send your phone an SMS.  How do you send your phone an SMS if it's lost and you cant make an SMS? Answer There are a couple of ways to cause the phone to scream.   The first method is to log in to your online account, select "Mobile Security," click on your phone, and select the "Lost Device Protection" tab.  You will then see a button you can select to send the SCREAM command as well as the other options available to you.   Another way to do this is via your cellular provider's website or another smartphone.  Most cellular providers allow you to send SMS messages from your account page.  To do it via SMS, text your number with "scream password" (replacing password with your Webroot password).
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Question Webroot's scan on my Android device is locking up when it reaches a certain point on my sd card.  Why? Answer The first thing to check when this kind of issue occurs is to verify that the sd card is not corrupt.  The scan may be locking up on a corrupt file.  There are various ways to check for corruption, but this one is probably the easiest:   1. Take out the SD Card, making sure to properly unseat it first.  If you're uncertain how to unseat the SD Card, please consult your device manual. 2. Plug it into your computer using either an sd card port or an adaptor that allows the card to be read. 3. We'll now check the card using the same method we would check a hard drive for corruption by using Scan Disk.  Go to Computer (or "My Computer" on XP) -> right-click the new drive that should have appeared there to signify the SD Card -> Properties -> Tools -> Check Now 4. Put checks in both boxes and click Start 5. When the scan is complete, it may have fixed some file system errors.  Now go ahead and reinsert the SD Card to see if the issue is resolved on the next scan.   Even if Scandisk does not find file system errors, it's still possible there is corruption.  Another quick and easy way to check for this is to: 1. Take out the SD Card, making sure to properly unseat it first.  If you're uncertain how to unseat the SD Card, please consult your device manual. 2. Plug it into your computer using either an sd card port or an adaptor that allows the card to be read. 3. Create a new empty folder anywhere on your computer (not on the sd card itself). 4. Copy the entire contents of the sd card to that folder.  Be careful not to "move" but rather just to "copy." 5. If the process hangs and Windows declares it's trying to find a solution to the problem or it says "not responding" after a period of time, Windows has just encountered the same corruption WSA did, which indicates the problem resides in the SD Card itself.  Scandisk can help sometimes, but otherwise it's a defective card.   If neither of these suggestions help, or if you're receiving a specific error message, please feel free to ask about the specific error message in the Android forum or open a support case.
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Question Will Webroot work on a Kindle Fire HD? Answer Yes, however Amazon made a change in a recent update to the Kindle Fire HD, which prevents Device Administrator from being enabled for 3rd party applications. The Webroot SecureAnywhere Mobile app requires Device Administrator to use Lost Device Protection.  Due to the limitations imposed by the device manufacturer, some normal app features, such as Wipe and password protection during uninstallation, may not function correctly.
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Question I'm seeing massively high battery usage from Webroot on my Android.  Why? Answer If you run a scan immediately after unplugging from a power source, the metrics presented in the Android OS battery usage meter are skewed by virtue of the fact that it starts tabulating battery usage immediately following the disconnection from the power source. Likewise, readings may be similarly skewed if you have just installed Webroot for the first time, ran the first scan, and then checked consumption in Webroot's own App Inspector.  Most battery monitors work like how gas mileage on a car is calculated for a single trip.  Immediately when you turn on the car, it shows you 0.0 MPG, and as you start to drive, that number increases.  Not having enough data to go off of, the results are skewed until enough data is available for the reading to be statistically valid.  Try leaving your Android on for a while and checking back in again later.  You will likely see that percentage decrease dramatically.  If the battery usage is still unexpectedly high, please feel free to open a support case, and Support can take a look for you.
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Question I forgot my password or security code. How can I recover it? Answer You can recover it by clicking on the link below, entering your email address, and answering the security question correctly.   I Forgot my Password or Security Code
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