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Popular Voice

Password Manager problem

Everything on my computer is working perfectly except for the Webroot Password Manager.  When I attempt to log into it from Chrome or Firefox I get an error message: "An error occurred while attempting to contact the server. Please check your internet connection"

When I go to my web console and attempt to access passwords I get this error message: "This site says login failed   reason=ajax error".

 

I have Webroot complete on a laptop i7, Windows 10 pro, 16 gigs of ram and tons of free disc space.

I am able to access all sites on the internet and am networked in to a desktop with no issues.  The only place I am getting this ajax error is when I attempt to access the Webroot password manager.

I see elsewhere on this forum that Webroot is going to issue a new Password Manager in January or February 2019.  Do you think I should just wait and see what happens and if this issue gets fixed or send a support ticket?   Any other ideas?

Regards, Tom Mitchell

8 REPLIES
Silver VIP

Re: Password Manager problem


@tmitch06905 wrote:

Everything on my computer is working perfectly except for the Webroot Password Manager.  When I attempt to log into it from Chrome or Firefox I get an error message: "An error occurred while attempting to contact the server. Please check your internet connection"

When I go to my web console and attempt to access passwords I get this error message: "This site says login failed   reason=ajax error".

 

I have Webroot complete on a laptop i7, Windows 10 pro, 16 gigs of ram and tons of free disc space.

I am able to access all sites on the internet and am networked in to a desktop with no issues.  The only place I am getting this ajax error is when I attempt to access the Webroot password manager.

I see elsewhere on this forum that Webroot is going to issue a new Password Manager in January or February 2019.  Do you think I should just wait and see what happens and if this issue gets fixed or send a support ticket?   Any other ideas?

Regards, Tom Mitchell


Hi Tom

 

Personally I am waiting for the new password manager at the beginning of next year and if you could wait that is what I would do unless you are in urgent need to get it working again then I would contact support.

 

JtR

 


 


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Popular Voice

Re: Password Manager problem

@

 

Thank you for the reply.  From what you are saying, you believe that this ajax error is on Webroots end and not on my end?

Silver VIP

Re: Password Manager problem


@tmitch06905 wrote:

@

 

Thank you for the reply.  From what you are saying, you believe that this ajax error is on Webroots end and not on my end?


I am only referring to the point of actually waiting for the new PWM to be released. If you need an answer to that problem I would suggest contacting support Here.

 


 


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2016-07-18_12-11-32.png  Microsoft® Windows Insider MVP - Windows Security

New Member

Re: Password Manager problem

I am having the same issue. Any response from support. I just emailed them.

Popular Voice

Re: Password Manager problem

Hello, 

Thank you for contacting Webroot Support. We would like to inform you that a solution to the ‘Webroot Password Manager/Toolbar Failure to Connect’ issue you brought to our attention has been put into motion. While we do not yet have a firm date for availability, we do expect this solution to be released between the end of January and mid-February 2019. 

Your continued patience is very much appreciated as we work toward releasing this solution. Our support team remains available in the event you require further assistance. 


Regards, 
Webroot Technical Support

New Member

Re: Password Manager problem

I just sent in a support request for this issue with error messages from Chrome. I am able to still use the webroot toolbar in IE for the time being. On the web console, the Password portion refuses to allow me to login. The message after correctly re-entering the username/password is "login failed". This issue was a sporadic problem for months actually, then just outright quit a day or two ago. Removed a reloaded several times and checked security settings,scanned and tried everything I can think of. BTW if you go to Chrome store, Webroot is NOT there. Whatever links are being used may be dated.

New Member

Re: Password Manager problem

This is a major problem for Webroot users .  As a long-time user 10 weeks to repair a technical problem is totally unacceptable.  I have over 300 passwords stored in "manager," and during these 10 weeks I must create new passwords and keep track of them with other software or manually.  When multiplied by Webroot's many other users using password manager storage, it seems that it would be imperative for Webroot to resolve the problems within 24 hours like most service-oriented companies do.

New Member

Re: Password Manager problem

Agree. It has been a long time, but I suspect Chrome to be a separate issue the Webroot has no control over.I too am a longtime user. Mine still works in IE only (I use Chrome and/or IE in Windows 8.1 Pro). The stop gap I have for the time being is that I printed out the sites (includes passwords). After logging in to the toolbar, click Tools...print...sites. At least I know what they are if they get lost.