Solved

Ticket System Down, Password Manager Down


Neither is working correctly. The suggested fix for Trouble ticket looping on the password screen is supposed to be an incorrect passowrd. Wrong! I just used the same password to log into my account. Password manager has been giving me the same 'Page could not be accessed' for 2 days. Tried to open a trouble ticket and now I'm in an endless loop and will need to call support.
 
I'm a software developer who is quickly losing his patience with this product.
 
:manfrustrated:
icon

Best answer by shorTcircuiT 4 April 2014, 03:16

View original

34 replies

Userlevel 7
@ wrote:
toolbarfix.exe did the trick.
 
THANK YOU!!!!!!
AWESOME!!!  Glad we got it fixed 🙂
toolbarfix.exe did the trick.
 
THANK YOU!!!!!!
Userlevel 7
Badge +56
Can you reach the support ticket system with the link above? Can you check these 2 areas to make sure nothing is being blocked: http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C6_IDProtection/CH6c_ManagingProtectedApps.htm & http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C10_SystemControl/CH10b_ControllingProcesses.htm
 
Daniel
Both PCs are running Windows 7 pro 64. I use FireFox on both. No issues on other websites. 25 + years as a software developer. .net/SQL Server/vba/MS Access/Rational... etc.
Userlevel 7
Badge +56
@ wrote:
This problem (submitting a ticket) has resurfaced.
Hello Kurt,
 
Are you using any other security software because to enter a ticket it's like going to any web site are you having issues on other web sites? https://www.webrootanywhere.com/servicewelcome.asp can you tell us what OS and if it's 32bit or 64bit and what Browsers are you using?
 
Thanks,
 
Daniel
I'll try it in the morning and let you know. Thanks!
Userlevel 7
I am very sorry that your reply yesterday was missed... we are volunteers here and sometimes on busy days that can happen.
 
Please try to run the toolbarfix.exe file and see if this helps.
Btw... I wouldn't have had an issue but it took over 24 hours to respond.
I have 2 pc's. One is working properly. The second was working properly. The second machine craahead. After rebuild I am unable to install the browser password app on that machine. I cannot find the download on my Webroot dashboard.
Userlevel 7
@ wrote:
That's all fine and dandy but this is my thread. A little assistance please? I just need the password app on one of my pc's. The other works fine. I've tried deactivating/re-activating... nada. Try to submit a trouble ticket and have problems with login.
We do not enforce a one user per thread policy... new members often will reply to a thread if they have the same issue.  That is normal :)
 
Reading back over your previous posts, it looks like you had a problem with the Trouble Ticket system previously and that both the original problem with the Password and the Ticket system had been resolved.  
 
The Ticket System is working OK for me.. I just logged into it and read my previous Ticket history.  
 
Is the Password app currently installed on the PC you are having problem with, or is the problem a matter of getting it installed?
That's all fine and dandy but this is my thread. A little assistance please? I just need the password app on one of my pc's. The other works fine. I've tried deactivating/re-activating... nada. Try to submit a trouble ticket and have problems with login.
Userlevel 7
There has been an occasional problem with the Password Manager.  Though very rare, once in a while it seems to take up to 24 hours to resolve, and in even more rare situations a replacement key code might need to be issued.
 
Since the Console and the specific user within it are correctly set up, please submit a Trouble Ticket and let Webroot Support take a look for you.
Userlevel 1
It was purchased and it is not a Best Buy Subscription Software copy.
 
 
Userlevel 7
Was it just purchased or just renewed within the last 24 hours?
Is your copy a Best Buy Subscription Software copy?
Userlevel 1
My bad - that should be 4/3/2015!
Userlevel 7
That key code has an expiration date of today?  4/3/2014?
Userlevel 1
Already ahead of you - Passwords is checked under Access & Permissions and keycode is correct with date of 4/3/2014.
Userlevel 7
Log into the Account, 
Click your email address at the upper right corner
Click Manage Users
Locate the email address on the list that you are trying to use Passwords with
Click the Edit icon at the far right end of that line
Click the Access & Permissions tab
Check to make sure that Passwords is checked
Check the key code, make sure it is in date and the same one you are using with WSA on the computer.
 
Let me know if this helps any 🙂
Userlevel 1
I have set up and confirmed the Online Account.  Logged in and out of it multiple times.
Userlevel 7
@ wrote:
New user here (as of today!).  I'm having trouble with the Password Manager as well - it tells me that my Webroot account email address is 'unknown'.
Hello beagle1957, and welcome to the Webroot Community! :D
 
Have you set-up, and confirmed your Online Account?
 
See: https:///t5/Webroot-SecureAnywhere-Antivirus/How-to-setup-your-online-Webroot-account/ta-p/71335
 
 https:///t5/Webroot-SecureAnywhere-Antivirus/How-to-confirm-an-online-management-account/ta-p/51366
Userlevel 7
Hello beagle1957 and welcome to the Webroot Community!
 
Is this the first time you have tried to use Passwords, or have you been using it and this problem just started?
Userlevel 1
New user here (as of today!).  I'm having trouble with the Password Manager as well - it tells me that my Webroot account email address is 'unknown'.
This problem (submitting a ticket) has resurfaced.
Userlevel 7
Badge +56
Great it's the same link actually! So your issues are considered solved? Also stick around we are a great bunch here in this great Community!
 
Cheers,
 
Daniel 😉
That link is also working now.

Reply