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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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Userlevel 1
All of a sudden, within either Google Chrome or Firefox, I cannot log on to the Webroot Password manager (Icon within the browser) and thus passwords for all my sites cannot be seen. On each attempt I get the message "invalid password". The email account is not problematic.
 
What makes this frustrating is that the very same email and password gets me into the Webroot console (website) without any problem at all. It just seems that the password manager within a webpage does not seem to be communicating with the webroot site to give me valid access. I have uninstalled Webroot Secure Anywhere as well as Google Chrome and reinstalled fresh copies to no avail. Any hints as to what is happening? I have not changed any settings at all so it is one big mystery.
 
thanks!
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Best answer by nic 4 November 2014, 17:21

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56 replies

Userlevel 7
Badge +56
I contacted one of the guys on our escalations team and he worked with one of our support folks to dig into it more.  Glad to hear they were able to get it fixed!
Userlevel 7
@ wrote:
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~
Thank you for the reply!
 
Have you tried to change/reset your password for the Console?  The Password Manager should use the exact same password as the same user ID uses for the Console, but there are different systems involved.  The Password Manager, and thus the login data for it, are on different systems than the main Console if I am correct, so changing the password to something entirely different might help.
 
Once you change your password for that User Account, please wait 15 or 20 minutes to try to log in.  While in theory the change should take effect right away, sometimes I have noticed a short delay when changes are made to things within the Console.
 
Re-installing WSA itself will not be much help as the Password Manager is a separate download/browser extension.  If you want to try removing the extension and reinstalling it to see if that will help, just run the toolbarfix.exe  It will re-intall the extentsion for all 3 supported browsers at the same time. 
 
If this does not work, please submit a Trouble Ticket so that Webroot Support can take a look and give a hand on this.
Userlevel 7
Badge +56
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.
Userlevel 7
Badge +56
@ wrote:
Still awaiting a solution. I would love to keep Webroot as I love the software but this is NOT instilling confidence! I have seen simialr issues with passwords in past threads here and it seems that my situation is similar. Please Webroot, when a highly-featured section of your software becomes inoperable, isn't it time to give a bit more responsive help to a long-time customer?
I think that issue might be fixed now, and our support team should have the tools to be able to fix it.  I'll double-check with our escalations team though, to make sure I'm not mis-remembering.  In the meantime feel free to contact support again just to see if they can fix it.
Userlevel 1
Yes, thank you; it is fixed!!! I thank you for working behind the scenes - you and the others who have supported me in this community forum. I came close to switching software programs but it worked out well for both Webroot and myself. 
 
Best,
Bob
Userlevel 7
Badge +56
We have had some issues with the passwords between us and LastPass getting unsynced.  Support does now have the tools to fix this, so if you contact them they should be able to get it reset properly.  Sorry about that!
Userlevel 7
Hi VanBuran
 
Sorry to hear that this has occurred...there is nothing that we can do here in the Community but I have to say that I think that this is an unfortunate 'glitch' in what is usually a stellar service provided by the Support Team.
 
Hopefully as Nic @ is already involved in this thread he will pick up on this post and be able to speak with his contacts in Support to smooth things out and get you back on track.
 
It is the weekend now so I suspect that responses will be slower than usual even though the Support Team work 24/7...and just wondering if there is anything Roy @ can do if and when he is next online, etc.
 
Do let us know where yo get to on this and if there is any chance in circumstances/Support do contact you shortly...and if they do not then do post back sooner rather than later.
 
Regards, Baldrick
Userlevel 4
Badge +14
Thanks for the reply. I submitted a ticket and support came back to me within an half hour with it fixed. This is the the type of support I am used to from Webroot
Userlevel 7
Badge +56
Glad to hear you got it sorted out.  I had pinged one of the escalation folks on it, so he might have helped support get this one resolved.  The password manager sync issues can be tricky since it's integrating with a third party software.
Userlevel 7
Badge +56
Ok I pinged a friend in support to take a look at your ticket when he's next free.
Userlevel 1
Thank you all for your concern. I can see that this is a great community. I just hope Webroot OFFICIAL support has the same high standards are you guys do! 
 
All the best,
Bob
Userlevel 7
Badge +56
I know that a few weeks ago there were some issues with password manager password changes messing things up.  Those can now be resolved by support.
 
I do see two keycodes registered on your email address, on expired, and one not expired, so that could be part of the problem.  Go ahead and contact support and they should be able to help.
Userlevel 7
Very glad to hear that things are fixed!  I am sorry it took a little bit of time though!
 
Any time you have a question or problem, please do drop back in, ,we are always glad to help when we can!
Userlevel 7
Hello sydneysosugoi, welcome to the Webroot Community!
 
I wouldl like to make sure I understand EXACTLY the behavior here, especially as you mention that your copy may be a Best Buy Subscription Software version.  (The Best Buy Subscription is an Internet Security product, but you have posted this in the WSA-Complete forum.  Best Buy DOES also sell the Complete version as well... which makes things confusing LOL! )
 
Lets make sure I know exactly what version we are dealing with here before we proceed... it does make a difference in how we handle things.
 
  • Does Best Buy handle your renewal charges?  (If so, you have the Best Buy Subscription Software version.)
  • If you still have the original box that the software came in, is there a Best Buy Serial Number at the lower left corner of the back?  (If so, you have the Best Buy Subscription Software version)
  • Do you actually have WSA-Complete?  (If so, you do NOT have a Best Buy version.)  If you open WSA on your computer, click My Account.  Next to Product, what does it say?
Let me know and we will go from there.
 
Thanks!
Userlevel 7
You are most welcome, VanBuran...and for good measure we will tag our most Excellent Community @ he of the magic touch, as I think thst this one may be right down his alley...so to speak.
 
May I ask you to have patience re.this unfortunate matter...it is the weekend and whilst the Support Team work 24/7 they may respond in less than their usual quick time as a result...but hopefully the issue will be on the road to resolution next week.
 
Regards, Baldrick
Userlevel 7
Thank you Nic!
Userlevel 4
Badge +14
Thanks for the reply Nic. I did submit a support ticket yesterday
Userlevel 7
Hello bobbyrab, welcome to the Webroot Community!
 
Have you had a change of key code recently?  If so, that would cause this.  The Password Manager login is tied to a specific key code, so if an old key code has expired, it will to log in even though the same user/password WILL still work for the Console.
 
If you have recently had an old key code expire and are now using a new one, often (not always) the data from the old key code can be transferred to the new key code.  Please submit a Trouble Ticket to have Webroot Support take a look.
 
I hope this helps!
Userlevel 7
Badge +56
Let me look up your ticket and see what is going on with it, and if I can get someone on it right away.  Sorry for the delay!
Userlevel 4
@ wrote:
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.
Hello bobbyrab,
 
Sorry for the long delay on getting a response on your ticket. Support has looked at it and sent a response per the ticket. Can you please check the status of that ticket?
 
Thanks,
John A.
Frontline Support Engineer
Userlevel 7
@ wrote:
the key is not changed
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 . ???? ? ??? ???? ?????? ???? ?? ???, ??????? ??????????????? ?? ?????? ?????????, ???? ?? ???????? ??? ????? ???? ?
Userlevel 7
While I cannot see the picture, I know what it shows: I have seen it before.
 
@ Is there a problem you can see at your end, or perhaps a communication issue affecting only some accounts to the 'main' password database vendor?
Userlevel 1
I moved to the trouble ticket
Userlevel 7
@ wrote:
I moved to the trouble ticket
Thank you very very much for your patience here with me.  I do hope that this gets fixed for you quickly.  If you can, let us know how things go!
Userlevel 1
Thank you! I'll wait for technical support.

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