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Password invalid attempting to log on to Password Manager within web browser

  • 29 October 2014
  • 56 replies
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56 replies

shorTcircuiT
Userlevel 7
@ wrote:
So I found your ticket - it looks like you submitted a request on the 27th and then again yesterday.  One thing that can happen is that if you keep adding to the ticket then it resets where it is in the queue.  Let me ping support and see if they can get someone to help you.  We do actually have a guy who is Russian on here who I think you spoke with last time, so I'll see if he is available.
Thanks Nic!!
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nic
Userlevel 7
Badge +56
Sure thing 🙂
shorTcircuiT
Userlevel 7
Hello bobbyrab,
 
I hate to see you are still having problems.  I do know that the type of problem you have is really quite rare.  Not being in Support myself, I do not know what they have looked at, etc on it, but generally speaking the rare problems can be the hardest to fix.
 
@ Can you take look at this again?
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Baldrick
Rank
Userlevel 7
Hi VanBuran
 
Sorry to hear about that. I am assuming that you have checked that this is not related to an old account/keycode, if yo? had one, or that if related to your current one that the subscription period has not lapsed?
 
Either way your best course of action would be to Open a Support Ticket as soon as possible so that the Support Team can check the back office systems (as we volunteers have no access to that).
 
If you find that for any reason you are not getting a response (very unlikely but does happen very occassionally) then post back and we will see what we can do to faciltate progress for you.
 
Hope that helpss in some small measure?
 
Regards, Baldrick 
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
VanBuran
Rank
Userlevel 4
Badge +14
Well this is not the support I expected from Webroot!
After submitting my ticket on the 9-Nov I got a reply on 12-Nov that my password was linked to one of my old keycodes and that I should back up my passwords and let them know when it was done. In the meantime they would add days to my old keycode so I could still use my password. I did this and let them know on the 16-Nov.
Then today I get the same message that my account has been deactivated
shorTcircuiT
Userlevel 7
Once in a while a new Support person just does not have the right answer, I had that happen last week.  Once I replied to the ticket with a request to review it again, things were fixed pretty quickly.
 
Overall they do have some of the best support around, but they too are human and sometimes miss the mark the first try 🙂
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B
Rank
Userlevel 1
No keycode change at all. Nothing has changed, just the fact that I cannot log in to the password manager within Google Chrome or any other web browser~
B
Rank
Userlevel 1
Thanks but nothing seems to solve the issue. I have changed and reset the password and now, when I go into the Webroot console under the "Password" tab, ALL of my site passwords are not there and I get this Webroot announcement that the software changed from version 7 to 8 in 2011 and I need to update my Webroot software! I am of course at the current version and all the other tabs in the Web console are working - backup, number of computers and mobile devices proetected, etc. Something is defintely amiss here!
shorTcircuiT
Userlevel 7
It sounds like it is Trouble Ticket time to me.  Webroot Support should be able to help untangle the problem for you :)
 
Support is of course always FREE to those with a valid WSA key code.
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B
Rank
Userlevel 1
Yes, I have submitted a trouble ticket about 5 hours ago. I guess they must be swamped. We shall see....
 
Thanks!
shorTcircuiT
Userlevel 7
That is unusually long to get a reply.. make sure to watch your email and the ticket, but please DO NOT make a reply on the Ticket itself until Support has contacted you.
 
The Ticket system has a habit of if you post onto the Ticket again BEFORE Support contacts you, it will move your ticket to the back of the queue, assuming that you have a new/different issue.
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B
Rank
Userlevel 1
STILL waiting for a reply from Webroot Technical support. This is not good and perhaps I need to consider going to another vendor to renew a 2015 Internet Security Suite. I have been very satisfied with the product for the past several years but this is a very uncomfortable situation for me. Here's hoping I get an official response soon! Thanks all for your suggestions.
shorTcircuiT
Userlevel 7
@  Can you check on this?  It is believed he submitted a trouble ticket yesterday, but is not seeing a reply.
 
@  Have you logged in to see the current status of your ticket?  Do not make a reply to it, but you should be able to log into the ticket system to double check for any replies.  Also check your emal, including spam folder, to see if a reply from Support has been buried in there.
 
 
EDIT: It looks like Nic is already checking on it.  Thanks Nic!
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B
Rank
Userlevel 1
I just checked my contacts with Webroot support yesterday and as of now, there have been no communications from them. Thank you for your help in this. Much appreciated!
Bob
shorTcircuiT
Userlevel 7
@ wrote:
I just checked my contacts with Webroot support yesterday and as of now, there have been no communications from them. Thank you for your help in this. Much appreciated!
Bob
I am sorry I have not been of more help, but now that we have Nic on the case it is time for me to bow out.  You are in good hands :)
 
Please come by any time you have a question, problem, or just want to read the Forums to learn more about WSA 🙂
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E
Rank
Userlevel 1
? ???? ??????????? ????????. ? ??????????? ????????? ?? ???????? ?? ??? ?????? ??? ???.
 
translate.google "I have a similar problem. And technical support is not responding to my emails for three days."
shorTcircuiT
Userlevel 7
Evgeniy, 
 
Hello again!
Again, I apologize for any language barrier or bad translations, but have patience with me and we will try to work through this.
Have you had a change of key code recently? If you had a key code expire, and are now using a new key code, that would cause this. Please let me know and we will go from there.
 
 
 
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????? ??, ? ????? ???????? ?? ????? ???????? ?????? ??? ?????? ????????? , ?? ??????? ?? ??? , ? ?? ??????????? , ????? ???????? ????? ??? .
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New to the Community? Register now and start posting! "If you don't learn something new every day, you need to pay more attention. I often get my daily learning here so grab a chair and stay a while!" WSA-Complete (Beta PC), WSA Mobile (Android), WSA Business Mobile (Android) WSA-Endpoint (PC- Some of the time.....)
E
Rank
Userlevel 1
No. Previous key. 
shorTcircuiT
Userlevel 7
Have you tried to use the Password Manager in more than one browser? It is supported in Internet Explorer, Chrome and Firefox.  If you have a second one of those installed can you check if it will allow you to log in there?
 
 
???????? ?? ?? ???????????? ???????? ??????? ????? ??? ? ????? ???????? ? ??? ?????????????? ? Internet Explorer , Chrome ? Firefox . ???? ? ??? ???? ?????? ???? ?? ???, ??????? ??????????????? ?? ?????? ?????????, ???? ?? ???????? ??? ????? ???? ?
New to the Community? Register now and start posting! "If you don't learn something new every day, you need to pay more attention. I often get my daily learning here so grab a chair and stay a while!" WSA-Complete (Beta PC), WSA Mobile (Android), WSA Business Mobile (Android) WSA-Endpoint (PC- Some of the time.....)
E
Rank
Userlevel 1
the key is not changed
E
Rank
Userlevel 1


 
I can not even activate the tab "Passwords" in my account.
Writes "function will be activated within 15 minutes."
Runs for 15 minutes or more, but not activated.
Before the holiday was all good. The tab "Passwords" was active.
E
Rank
Userlevel 1
I understand the reason
E
Rank
Userlevel 1

E
Rank
Userlevel 1
These three days are not responding to my emails
shorTcircuiT
Userlevel 7
 Nic, can you monitor the ticket status?  It appears he has had an issue getting a response in the past couple of days based on earlier replies.
 
Evgeniy, can you go ahead and submit a trouble ticket for the Password Manager problem?
 
 
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