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Changed password problems

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RetiredTripleHelix
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Userlevel 7
Badge +56
@ wrote:
geez!! that was quick!!  lol i just got done msg'n you  ..  take a look at this please
 
Hi Triple Helix
To get a better understanding of what's really going on with what I am experiencing please see Maybe.jpg...
 https://www.dropbox.com/s/pbpdo7bz5nxedoj/Maybe.jpg?dl=0
and then Guess Not.jpg...
https://www.dropbox.com/s/vgfa6g8e0az0da6/Guess%20Not.jpg?dl=0 
 
due to the fact that this is some sort of password problem on the Webroot side i can not submit a ticket. i input my email & it goes to the password page, any input there just clears the password field
Add those Links to the pictures to the Ticket as well!
 
Thanks,
 
Daniel 😉
Ssherjj
Rank
Userlevel 7
Badge +62
@ wrote:
it turns out the links didn't change, and i haven't even edited them back in??!?  lol
but i took care of that issue, thank you so much!
Hi bogeyman459, No problem! Your welcome!
 
 
We all help eachother out in this Forum Community!:D
Windows Insider MVP 2023, iMac 2021 27 in i5 Retina 5, OS Monterey, Security: Malwarebytes. iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy 8 Note) , Webroot Beta Tester. Security
bogeyman459
Rank
Userlevel 4
it turns out the links didn't change, and i haven't even edited them back in??!?  lol
but i took care of that issue, thank you so much!
Albert Well, I feel a whole heck of a lot more like I do now than I did a little while ago! :)
Ssherjj
Rank
Userlevel 7
Badge +62
@ wrote:
i am such a dummy, forgot to redact
 
No we all make mistakes! I just didn't want to have to delete your links...you know?;)
 
Its better if you do it ..so Thank you!!
 
 
Windows Insider MVP 2023, iMac 2021 27 in i5 Retina 5, OS Monterey, Security: Malwarebytes. iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy 8 Note) , Webroot Beta Tester. Security
bogeyman459
Rank
Userlevel 4
i am such a dummy, forgot to redact
 
Albert Well, I feel a whole heck of a lot more like I do now than I did a little while ago! :)
Ssherjj
Rank
Userlevel 7
Badge +62
@ wrote:
geez!! that was quick!!  lol i just got done msg'n you  ..  take a look at this please
 
Hi Triple Helix
To get a better understanding of what's really going on with what I am experiencing please see Maybe.jpg...
https://www.dropbox.com/s/pbpdo7bz5nxedoj/Maybe.jpg?dl=0
and then Guess Not.jpg...
https://www.dropbox.com/s/vgfa6g8e0az0da6/Guess%20Not.jpg?dl=0
Hello bogeyman459,
 
Welcome to the Forum! I need to tell you to remove your email address for Security purposes Please...
 
Hopefully we can get this straigthened out for you with our technical support team!
 
Salute"
Windows Insider MVP 2023, iMac 2021 27 in i5 Retina 5, OS Monterey, Security: Malwarebytes. iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy 8 Note) , Webroot Beta Tester. Security
bogeyman459
Rank
Userlevel 4
geez!! that was quick!!  lol i just got done msg'n you  ..  take a look at this please
 
Hi Triple Helix
To get a better understanding of what's really going on with what I am experiencing please see Maybe.jpg...
http://1drv.ms/VWVTH5
and then Guess Not.jpg...
http://1drv.ms/VWVTH5
 
due to the fact that this is some sort of password problem on the Webroot side i can not submit a ticket. i input my email & it goes to the password page, any input there just clears the password field
Albert Well, I feel a whole heck of a lot more like I do now than I did a little while ago! :)
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Hi @ since Geek Squad can't help you please Submit a Support Ticket and let the Webroot Support Experts find out what your issue is and please let us know what they come up with! I'm with Baldrick I don't and ever seen this issue but interested in the outcome. Even add this link to this thread in the Ticket so they can see what has been talked about!
 
https://community.webroot.com/t5/Webroot-SecureAnywhere-Internet/Changed-password-problems/td-p/100130/highlight/false/page/2
 
Thanks,
 
Daniel 😉
bogeyman459
Rank
Userlevel 4
Hi Baldrick
 
well, alrighty then! it's still to early for that in Texas, but you have yourself a good night!!
Albert Well, I feel a whole heck of a lot more like I do now than I did a little while ago! :)
Baldrick
Rank
Userlevel 7
Hi bogeyman/ Hi bakedbean
 
Am afraid that it is late over here (am in the UK ;)) and so I must away to my bed.  Don't want to leave this one here so hopefully can pick up tomorrow when I am back online...having said that I am wondering if one of our gurus @ or our excellent Community Manager @ might be able to pick up or assist on this one?
 
I am a little concerned by what you are being told by The Geek Squad; I am not saying it is incorrect or anything like that...but as you say, given that we are not having widespread reports of similar issues...it would be good to find out what exactly is behind this.
 
As I said...if you have not been able to get any further by the time I come online tomorrow I will try to pick up with you on this.
 
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
bogeyman459
Rank
Userlevel 4
Hi Baldrick
 
what i am concerned with is that the Geek Squad informed me that this is an issue with Webroot itself and that it's not just me. They said that 3 different techs failed with 3 different browsers, and the problem is "out there in the cloud" which to me sounds pretty wide spread! but if you are telling me that you aren't experiencing any problems then it leads me to wonder what's really going on??!?
Albert Well, I feel a whole heck of a lot more like I do now than I did a little while ago! :)
B
Rank
I never went to geek squad that was bogey. I did try to get webroot tech support to do it. but they just told me to add a new email to webroot control panel account and start over....
Baldrick
Rank
Userlevel 7
@ wrote:
it is a database issue under a persons password manager for that specific email address. I would have to be able to see that database. But something on the server side is causing the problem. I started with not being able to change the master password and reverting to the old password. Then I could no long get into the password tab on the account. Once I added another email and made that primary I could get into the empty password tab with no issues.
I made a habit of doing daily backup when ever I added new passwords because I worried it would happen again.
I still have 49days left on the account and still can not access the password tab, I just tried it and this has been going on since April 2014
Hi bakedbean
 
Woah...and this is via The Geek Squad?
 
What I do not understand is why someone from there has not contacted Webroot Support to get them to transfer the data from the old email address to the new...or am I being a bit of a 'Homer'?
 
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
Baldrick
Rank
Userlevel 7
Hi bogeyman459
 
I have not had any issues...as far as I can tell...by being logged into PM in more than one browser at a time...I am not sure that I have had 3 logins at the same time but most definitively 2...as my Wife and I share our system at home and she uses IE and my either Chrome or Firefox...so there is usually PM logged in in IE, and one other, on most days.
 
Not sure if that answers the question...but feel free to ask something more specific and I will try to respond.
 
Cheers, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
bogeyman459
Rank
Userlevel 4
Hi bakedbean
 
you say last April, mIght it have anything to do with the dreaded KB2919355 update? i've only just recently overcome THAT issue which led to a system recovery and reinstallation of everything 
Albert Well, I feel a whole heck of a lot more like I do now than I did a little while ago! :)
B
Rank
it is a database issue under a persons password manager for that specific email address. I would have to be able to see that database. But something on the server side is causing the problem. I started with not being able to change the master password and reverting to the old password. Then I could no long get into the password tab on the account. Once I added another email and made that primary I could get into the empty password tab with no issues.
I made a habit of doing daily backup when ever I added new passwords because I worried it would happen again.
I still have 49days left on the account and still can not access the password tab, I just tried it and this has been going on since April 2014
bogeyman459
Rank
Userlevel 4
Hi Baldrick
 
i was curious if you stay permenantly logged into your password manager on all 3 of those browsers, or if you can still log out and back in again at will? i only want to verify what i was told by the Geek Squad or if there are a very few minor exceptions where the Password Manager won't work. i've been having this issue since i first started posting on my previous issue
Albert Well, I feel a whole heck of a lot more like I do now than I did a little while ago! :)
Baldrick
Rank
Userlevel 7
Hi bakedbean
 
Thanks for the clarification.  How does this corruption manifest itself?  The reason I ask is that I have been using WSA with the PM ever since it was released...in fact I alpha & beta tested it at the time...and I have never witnessed or experienced any corruption in the database.  I also have multiple keycodes...and everything plays very nicely on the PM front...hence my question as to how you spot the corruption.
 
Many thanks in adavance.
 
Regards, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
B
Rank
I know what you're going through bogey. I had to add another email on the account and then make that the primary. Lucky I had backed up a few days before and did not loose to many passwords. It is a database issue on the server side
bogeyman459
Rank
Userlevel 4
Hi Baldrick
 
well, as i said the Geek Squad had remote control over this machine and that's what they were led to believe. i do know this as a fact, my toolbar keeps reverting back to my very earliest password i used to first set up my Webroot SecureAnywhere account.
 i can log into my account, just not the password section, i can issue commands to the other computers on my network from the PC Managment section of the console but if i try to get into my password manager i get kicked out of the system back to the original beginning login page
Albert Well, I feel a whole heck of a lot more like I do now than I did a little while ago! :)
B
Rank
Not the issue with the browser so much that I had when I first posted. The issue was and still is that the webroot password database gets corrupted and if you dont have a backup you end up having to make a new account with another email and start over. So I would say its an webroot problem.
Baldrick
Rank
Userlevel 7
I would still very much like to hear something factual to support that assertion...as I said before...no issues here with PM running under any of the supported ones (or most Chrome-based browsers for that matter).
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
B
Rank
I knew it was webroot. I got tired of them passing the buck on issue to the consumer. I moved on and went with a better AV solution and password manager.
Baldrick
Rank
Userlevel 7
Hi bogeyman459
 
What you say is very interesting as I am using the PM with Chrome, IE & Firefox with absolutely no issues whatsoever...and I would be grateful if you would provide further detail on what you have been told...if you have any.
 
Cheers, Baldrick
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
bogeyman459
Rank
Userlevel 4
i was informed today (during a remote control sessioin with Geek Squad) that the problem lies with Webroot itself. it's not working in google chrome, IE, or firefox
Albert Well, I feel a whole heck of a lot more like I do now than I did a little while ago! :)

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