When I try to add the second PC to the dasboard it keeps asking for a keycode but won't accept the keycode that was emailed to me when purchased. It keeps telling me that keycode has already been activated and to try another keycode as if the 5 device license should have come with 5 keycodes but I only received one. The only way I see to get more keycodes is to purchase them but that's senseless when only 1 of 5 devices has been registered.
Any suggestions or should I cancel this and walk away?
Best answer by middiebowlesView original
Welcome to the Webroot Community,
When you purchase WSAC you only need one keycode for all devices. The keycode determines what version and how many devices you can have. May I ask where you prurchased WSAC? Was it from Webroot or Best Buy?
Sorry you are experiencing this issue. If you pruchased from Webroot please submit a Support Ticket free of charge or call Webroot at https://tel:18666124268 and if you purchased from Best Buy you can call them here at 1-800-GeekSquad or here is there Website http://www.webroot.com/us/en/home/products/geeksquad-dl
Hope this helps but no you shouldn't give up because Webroot is the best AV IMO and they have free Support with an active subscription and you can't get that anywhere else. Webroot has everything you need to protect you.
Please let us know how you are doing or if you get this straightened out ok!
Thanks for your help to this point! I appreciate it.
The issue is getting the secureanywhere dashboard to recognize that I have installed the software on more than one device. I have now installed and uninstalled multiple times on a second device, running 1-3 scans with each install and the dashboard still won't recognize the second machine as it should after the initial scan. When I try to enter my keycode under manage keycodes I am told this keycode has already been registered and it won't accept it.
I received a response to my ticket telling me to do what I have already tried several times. So I uninstalled webroot, rebooted and re-installed it...again....using the provided links only to have the same thing happen.
I'm going to try live assistance and see if they can figure out why the license I paid for isn't working properly in a reasonable amount of time. If not, I'll get my refund and walk away.
I was able to locate your support ticket and wanted to make sure I am on the same page as you.
Where are you attempting to enter the keycode for the second time? Are you adding it under the "Manage Keycodes" portion of the online account? Or perhaps you are you adding it on the computer you are attempting to install on?
To add another computer to the license you would login to your console, click add a pc and then start the download.
Once the download is finished you would run the wsainstall.exe or wsabbs2.exe if you are on Windows and then enter your keycode when prompted.
Please respond to this thread and I would be happy to continue assisting you.
I have done these steps repeatedly with no success.
"To add another computer to the license you would login to your console, click add a pc and then start the download.
Once the download is finished you would run the wsainstall.exe or wsabbs2.exe if you are on Windows and then enter your keycode when prompted."
After repeated failures I tried this step hoping something would work, also with no success.
"Where are you attempting to enter the keycode for the second time? Are you adding it under the "Manage Keycodes" portion of the online account?
I have 5 copies of wsainstall.exe in my Chrome downloads folder from the repeated attempts. If you have advice that will make this work I am all ears.
Have you clicked on one of the downloads in the download folder and ran the file?
What happens when you do this?
Please respond to this conversation.
"as if the 5 device license should have come with 5 keycodes but I only received one"
I have replied to your support ticket requesting times and information to set up a callback with you so that one of our technicians can get this resolved.
If you would go in and respond to that ticket with the best times to reach you, as well as your phone number and timezone, they can get this taken care of. That way you do not have to wait on hold either, we can call you.
Please let me know if there is anything else I can do to assist.
You are very welcome!
I do apologize for the frustration this has caused.
If you would update me here once you have worked with our support team that would be great.
This was a frustrating experience but I have to commend webroot's commitment to getting it fixed. Kudos!
That's great to hear that everything is working the way it is suppose to.
Sorry for this bad experience. Thank you for getting back to us and especially for being patient with all this.;)