Does this have anything to do with my Backup and Sync still not functioning? Support is still working on that and said it "should" be resolved in a couple of weeks.
Best answer by shorTcircuiTView original
Best answer by shorTcircuiTView original
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Yes, that is a Backup feature. We are still transitioning accounts to the new system at this time. That feature should become operable for you as soon as the rest of the Backup features in the agent itself become operable as well. We apologize for the downtime. The Open Anywhere folder replaces the functionality of what used to be the Magic Briefcase.
Thanks for clearing that up for me. I sure hope they can get the backup and sync function operationial soon.
Man I was loving that feature, with it I knew all my school work was safe if I had lost a file on my pc, and I no longer needed to carry flashdrives (or worry about forgetting them) because I could log in from my school's pc download and print or modify my homework. It was so easy! Please, Please hurry and fix it! (I am sure they are trying there best but I love this feature!)
JD's issue is that he hasn't migrated yet (or hadn't as of yesterday anyway). Your issue sounds slightly different at first glance.
I have responded to your support ticket from earlier this month with new instructions. For these cases we are currently collecting logs as the first step. Please reply via the support system when you have submitted the logs and I will send the second step. We are gathering information for these cases and the support system is necessary to document the process.
Thank you for your patience. 😃
If it does not, I will escalate the issue and they will use the information for a fix in the next build.
I am getting the same error code (error code 21). These are the responses I received from my Support Ticket on 10/19 & 10/20. So far I am still getting the same error code and Backup and Sync is still not working even though my backup files did migrate.
I completely apologize for missing the error code 21 that you already presented. There was no mention in the escalation notes other than your screen shot. I have added your information to another thread open with our developers.
For now, that feature will surely not work on your system. We do not believe it will take more than a couple weeks to resolve.
Anyone that experiences the error 21 issue has a back end issue that is currently being worked on by developers. It's not something that we need to fix on your computer thankfully. My wording was bad.
For Error 21, that issue will be fixed in a forthcoming build. There isn't a timeline for that build yet, but we believe it will be ready pretty soon. I'll update again as we get closer to having a timetable for that version release.
For the other error in the portal, Ambush, what I'm seeing on your particular account is that the account is still in a transitory state, as we are transitioning from the old version of Backup to the new one. In short, it's not able to display what it's looking for because what it's looking for is still in the old place, and it's trying to look for it in the new place when it attempts to display your data in the portal. That should work itself out as the transition wraps up. It's hard to estimate exactly when that will be, due to the amount of data involved, but the transition is still happening at present. Once we think it should be finished, I'm planning to check back in on this thread and see if the issue still persists for you, but it ought to be resolved at that point.
I have responded to your support ticket with instructions on how to proceed. Thank you for your patience and your help while we collect data for Error Code 21.
This will be fixed in the next build and I apologize for the inconvenience.
If the issue persists we will gather another set of logs and escalate the ticket to our engineers. Thanks PTD! 😃
I have been having a similar problem with Backup and Sync where my Backup Filters would disappear and my buttons were also grayed out. I also received the error 21 code. I tried un-installing and re-installing WSA and always ending up with the same results. I ended up having Angela, from the Escalation Team contacting me. She had me use the login as a different user (using my same webroot login) on Backup and Sync, and that seemed to have temporarily resolved the problem until I performed another backup, and rebooted my PC the next day after shutting it down for the night. Then I would have the same issue, but by logging in as a different user each time I did not have to uninstall and reinstall each time.
This is an excerpt of my last support I received from her. I hope it helps.
"We've received some new information from the development team regarding the backup. This error occurs when the sync plugin loses communication with the Webroot service. We are looking into it though and your logs will be very helpful."
Webroot Support Escalation Team
Great news PTD and thank you for your patience JD. 😃