Showing results for 
Search instead for 
Did you mean: 

Webroot Mobile for iOS - Troubleshooting KB

Top Contributors
Sort by:
Symptoms I cannot install Webroot on my iPhone or iPad. Diagnosis Solution   At this time, there is not an antivirus option available for Apple iOS devices. Because of how Apple manages the apps available in their App Store, there is not a need for one currently. This may change in the future but at this time it is extremely hard/almost impossible to infect an iPad/iPhone.   Please note as mentioned above since there is no antivirus available for these devices, they will not be listed in the Mobile Security section of the online management account. If you are using the Backup & Sync app, only included in SecureAnywhere Complete subscriptions, then you will see the device listed in the Backups section of the online management account.   Webroot does offer two apps you can download from the App Store to backup your files and protect your Internet browsing, called SecureWeb and Backup & Sync. You can find either of them by searching for "Webroot" in the App Store on your Apple iOS device. For more information on both of these products please use the information below:   Webroot SecureWeb e-SecureWeb-for-iOS-User-Guide-Overview Webroot Backup & Sync (for SecureAnywhere Complete subscriptions only) p-&-Sync-for-iOS-User-Guide-Overview     But here is more in-depth information for Webroot SecureAnywhere Complete for iOS, First, let's make sure you're following these instructions for installing Webroot SecureAnywhere Internet Security Plus or Webroot SecureAnywhere Complete.   iOS Download Instructions   To download the SecureWeb app: If you have not yet created a Webroot account, go to Click "Sign up now" to begin creating the account. Open the App Store on your device and search for “Webroot SecureWeb.” Tap to install the app. Alternately, you can download and install the SecureWeb app from iTunes at: rowser/id460986853?mt=8 Also you can go here for Backup & Sync 87339?mt=8 Enter your Apple ID password. The SecureWeb app opens and installs on your device. Once installed, you will see the Webroot SecureWeb icon on your Home panel. Tap this icon to open the app. To access Password Management functions, Look here at the Mobile IOS User Guide Look here for  information setting up Back up & Sync (WSA Complete only). Back up & Sync will show in your Account Console once you have fully setup the backup app on your iOS device.   You will need to check your permissions. To access your account permissions, sign into, click your email address at the top right of the console, click "Manage Users", and click the little person with the pencil icon on the right side of the screen.  Ensure that all of the values for your user are set to either Access or Admin level and that there are checks in the Passwords and Passwords Services boxes.  If anything is not set to that level and cannot be changed or a box is not checked and the value cannot be changed, please let us know.   If you are having issues please Submit a Support Ticket and they will help you free of charge with your active Webroot subscription.    
View full article
Symptoms Diagnosis Solution Update the iOS software on your iPhone, iPad, and iPod touch   I find this very informative for all of us who have an iPhone/iPad...   Learn how to update your iOS device wirelessly or using iTunes.   iOS software updates introduce new features that let you do even more with your iPhone, iPad, or iPod touch. Be sure to keep your devices up to date so that you don't miss out on the latest features. Before you update Back up your device to iCloud or iTunes. If you use your device's Personal Hotspot for your computer's Internet connection, update your device wirelessly or connect your computer to another network. Update your device wirelessly The easiest way to update your device is wirelessly, also called “over the air.” Here’s how: Plug in your device to a power source. Tap Settings > General > Software Update. Tap Download and Install. Updates might download automatically while your device is connected to Wi-Fi and a power source. Tap Install, or tap Later to install the update later. If you use a passcode, you'll need to enter it before installing the update. If you have some free space, but not enough to update over the air, you can either update using iTunes or delete content manually from your device. Whether you use iTunes or update over the air, you'll have the same amount of free space on your device after you update. Some iOS software updates aren't available as over-the-air updates. VPN or proxy connections might prevent your device from contacting the iOS update servers. Update your device using iTunes If you can’t update wirelessly, or if you want to update with iTunes, follow these steps: Install the latest version of iTunes on your computer. Plug in your device to your computer. In iTunes, select your device. In the Summary pane, click Check for Update.  Click Download and Update. If you don't have enough free space to update using iTunes, you'll need to delete content manually from your device. Find out what to do if you get other error messages while updating your device. Last Modified: Feb 9, 2015    
View full article
Question On sites that I might have more than one login/password saved (separate logins for both husband and wife for instance), sometimes there is just a password but no username automatically filled in, and it's not clear which password it is.  Other times there is no password or username, and sometimes there is a password and username, but no ability to change to the other username/password.    How can I access both of the passwords and usernames as I can on the computer version?  Answer You can use both logins on the iOS device in almost the same way you already do on your PC and laptop. Due to cookie storage on the device you will not have both logins available at the same time but you can simply tap the Key icon>tap Sites>Select the login you wish.   You can customize the names to distinguish between your accounts by navigating to your My Webroot Account>Passwords tab>Sites>Select Edit.       You will also want to be sure that the User name and Password fields are both saved for each login so that they reflect correctly on your device.   Step 1: Log in to your SecureWeb app and tap the Key icon.     Step 2: Tap the Sites button     Step 3: Tap the user/login name you would like to use   You will now be logged into the site (in this case Facebook) with the users credentials and passwords. If you are missing sites or need to customize the names of your or your husband's usernames, please follow the steps below.     Step 1: Log in to your My Webroot Account and select Passwords   Step 2: Customizing a site or Editing the Name     Step 3: Change the Name, Website, URL, User Name, or Password   For the sites that are inconsinstently showing passwords/usernames, make sure that only "Automatically Fill" is checked.     (Optional) Step 4: Creating a Custom Group     You can also make a group called Double Logins and add the sites to it for which you and the other person have separate logins.   Adding an Existing Site to a Custom Group     Name these sites (i.e. Husband's Login, Wife's Login) in a way that you will be able to easily identify them.
View full article
Question I am unable to add my iPhone as a device. I have the apps on the phone and I can access them.  Why don't they show up in the console? Answer Your iOS device will not show up under mobile security tab in your online account area. This is because that tab is reserved for the mobile anti-virus portion of the account, which currently only exists on Android devices.  The iOS apps are not anti-virus applications. For a breakdown of our backup utility, SecureSync, click here. And here is some more on SecureWeb, our secure browser.
View full article
Question How do I install the iOS apps - SecureWeb and SecureSync? Answer The apps are downloaded from the iTunes Store. Search for SecureWeb and SecureSync to download the apps. SecureSync requires a subscription to Webroot SecureAnywhere Complete in order to function.  SecureWeb will work without one, but some of the features such as password management are only available to subscribers to Webroot SecureAnywhere Complete.  If you have a subscription, enter your Online Account credentials into the app to activate those features.
View full article