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New Voice

Log in problem.

Hi everyone!

 

Here is a funny one. I was having trouble with logging in to Webroot WiFi Security on my PC. Submitted a ticket and the answer was to re-register my credentials and I did that and it worked fine.

 

Now I go to log in on my iPad Pro and it won’t let me. Then I went to the support page and it won’t let me log in. Crazy! This is Sunday and I can’t call them either.

 

BTW, what is a message tag?

 

Best regards,

Gerard 

7 REPLIES
New Voice

Re: Log in problem.

I figured out a solution. I tapped forgot my “password’ and it sent me an e-mail with a link to reset my password. I went there and put in my original password twice. After completing that, I went to the program on my iPad and entered my e-mail and password and it worked again.

 

When I go to the PC and activate the WiFi Security program it asks me to agree to their terms, I to and  then activate the program. Why  does the PC program ask me every time I  activate the program? It’s beyond me.

 

Best regards,

GerardJC

New Voice

Re: Log in problem.

I marked this as a solution but in reality I had to call Webroot support. And the tech smoothed out the solution and explained the difference between the Apple App and the PC App. 

 

Part of the solution, in my view, was changing my long PW to a shorter one. And making it different than my PW on my Webroot Account.

 

He had to take over my PC screen and explained what to do as he went along solviing the problem. Since then the problem hasn’t reoccurred. Hallelujah!

Webroot Employee

Re: Log in problem.

The password and email pair for MacOs, Android, iOS and Windows apps should be identical.

 

The current password criteria for Webroot consumer account passwords is-

 

  • Be between 9 and 30 characters in length
  • Contain at least 6 letters
  • Contain at least 3 numbers
  • Not contain your email address (or the bit before the '@' sign)
  • Not contain angle brackets ('<' and '>')

If you change, reset or set your password through WiFi Security then it will additionally reject a password that contains one of a number of words on a blacklist and a subset of common passwords found in third party breach datasets.

 

If a valid password that met these criteria isn't being accepted by any one of the apps, but works in one of the others, please let us know and we will investigate.

 

Rest assured that we are actively looking to support longer passwords in 2019, but we will need to change all products at once so it won't happen straight away.

Highlighted
Webroot Employee

Re: Log in problem.

Also, for anyone alarmed by the angle brackets requirement - we do hash your passwords, these are not stored in plain text or in a retrievable form.

New Member

Re: Log in problem.

I just installed the VPN yesterday.  It seems to work fine except that as noted in this post, I am repeatedly asked to agree to the the terms for renewing my subcription.  Also, the login in time seems excessive, anywhere from 1 to 2 minutes.  I Changed my password, but that did not change the behavior.  I am using Win10 Pro and also have Webroot SecureAnywhere installed.  I have used the security software for about four years.

 

I plan to call tech support tomorrow.  Any simple solution out there?

Gold VIP

Re: Log in problem.

Hello @BigDad_69,

 

Welcome to the Webroot Community,

 

Sorry to hear you are having these issues. You could always try a uninstall/reinstall of the VPN WiFi. But the best thing to do is to Contact Support as you have mentioned. They will certainly narrow it down and fix things right up for you.

 

If you get a chance please let us know how things went with Support.

 

Thanks,


Sherry




original.png Microsoft® Windows Insider MVP - Windows Security



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ALIENWARE 17R4 Win 10 Pro x64 / Mac OS X El Capitan (10.11.6), IPad's, PCs,W 10 & (VM:14) & Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy Note 8) Beta Tester,Windows Insider Builds
New Member

Re: Log in problem.

I contacted WEBROOT tech support by phone today with the issues of 1) very slow account login times of 1 to 2 minutes, and 2) having to AGREE to the auto renewal terms on every login.  Had a nice conversation with a support rep.  Here is the written response I received on my support log:

 

11/12/18

 

Hello,
Thank you for bringing the issue you are experiencing to our attention. The Webroot Development team has been notified of this issue and is currently working on a resolution. We expect to address this issue in an upcoming software version release, which will be downloaded automatically to your device and installed when it is available.


Once the newer version has been installed, check to see if the issue you reported is still occurring. If it is, let us know and we will check the status of the issue. You may contact us by phone by clicking here and choosing the sales number for the location that works best for you, or online at support.webroot.com.

 

Thank you,

The Webroot Support Team