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Changed password problems



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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).
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
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
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
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
Userlevel 4
Hi Baldrick

 

well, alrighty then! it's still to early for that in Texas, but you have yourself a good night!!
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
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"
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!!

 

 
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 😉
Userlevel 7
Badge +56
Do you have another email address you can use? If so use it and put your other email address in the Ticket and they will sort everything for you!

 

https://www.webrootanywhere.com/servicetalk.asp?

 

Thanks,

 

Daniel 😉
Userlevel 7
Badge +56
Did you do a complete OS reinstall? Also did you deactivate the old entry for the same system on the online Console? Have a look at these 2 KB articles to see if you did it correct? https://community.webroot.com/t5/Webroot-SecureAnywhere-Antivirus/How-to-Deactivate-a-PC/ta-p/31240 and https://community.webroot.com/t5/Webroot-SecureAnywhere-Complete/How-to-Reactivate-a-PC/ta-p/28954

 

Thanks,

 

Daniel

 

 
Userlevel 4
Hi TripleHelix

 

Yes, that was the way i removed the duplicate Redacted-PC (that showed up after a complete system recovery) as well as the Laptop-PC shortly after it went through a system crash. I was hunting everywhere for a cure to the password problem and I found something that i wasn't looking for so i decided why not?

 

this idea has just occured to me and i am now fairly certain that this particular problem lies in the way the browser webroot toolbar interacts with the system. i am having the exact same problem as in the previous thread i posted "can not access program on my system" which had been solved (but only temporarily). i have uninstalled and reinstalled the toolbar. and it works good for the first time i log in, after that it's gone back to the oldest password i ever started with.
Userlevel 4
Hi Triple Helix

 

Ya, I noticed that as well! The file they linked was 37Kbs larger size so I went ahead and used it instead of the wabbs2 file! No matter, everything is working fine and it has to be that somehow??? MY password database got corrupted. I find there were tons of saved stuff under the Default folder quite a few of those had no password or no login user name, or both!!?! I'm working on correcting those I can an eliminating those I can't. Once that's done I plan on a fresh export of the data!!! THAT part was something that I had no idea about until I joined into this thread, so I learneded me sumtin!!!  lol I also had no idea of that -uninstall switch on wrsa.exe. It sure made it easier cleaning up the registry this time around!
Userlevel 7
Hello bakedbean, welcome to the Webroot Commuity!

 

Try changing the password again to something else.  It sounds like the new password failed to be sent to the system that runs the Password Manager for some reason.

 

See if that helps, but if not you may need to file a Trouble Ticket to have Webroot Support reset some things at the back-end.

 

If you do have to contact Support again, note that after TWO password changes, it still refuses to work.

 

 
Userlevel 7
Also, changing the primary email will not help get logged into the existing list of passwords you have saved... I would suggest that you do not follow that advice.....
Ok I just changed the password again and the firefox app is still requesting the old password that I was using.  Not looking forward to using support  again...
Userlevel 7
You could always change it to the ORIGINAL password temporarily.

 

I know we ALL need to change ALL of our passwords due to the Heartbleed bug, but if there is a communication error at the back-end keeping the Password Manager password from recording the change....  that might be something that will 'work itself out' over the next few hours.

 

If you do revert to the original, make sure everything is working.  Of course tomorrow, try changing it again.  Follow the same thing tomorrow if need be.  Webroot does not staff the Community on the weekend, but they will on Monday.

 

 

 

 
That's what I ended up doing for tonight, went back to the original password. Maybe it will work tomorrow with a new password. Thank you for the input.
Userlevel 7
You might try as Dermot suggests.  I have seen some unexpected results on getting things back in sync by simply running a scan.  Good idea Dermot!
I did the full scan also did a remote restart from pc security after. Still not syncing password change to the app.
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
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.
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.
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

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