Wifi Security not connecting says connection failure.

Hello @jtimmer150 Welcome to the Webroot Community Forum.

I have moved your post to the Webroot WiFi Security Sub Forum so the the WiFi Dev @pstonethompson will be able to help you with your problem.

Dave.

I’m having the same problem.  I used to connect fairly quickly, then the connection time increased substantially and now it fails repeatedly.

daveharney

Me too.  On both my smart phone and my laptop.  started on my phone yesterday and later happened on my laptop.  I have raised a ticket with the support team, they have not replied - telephone support does not work outside office hours which seems poor for a service which should work 24/7.

My subscription is due to renew automatically soon but I am considering cancelling it and moving to a more reliable service.

@light_hse I can see that you have many successful login attempts over the last thirty days, so from the point of the user management system it seems to be working fine. In the same system I can see no errors for your user or originating from the IP addresses the login attempts came from.

The license looks good as well, plenty of time left. I have resynced the license in case that sorts out your problem and that’s about the extent of what I can do (I am a developer who deals with user management and not the specific systems used by WiFi Security).

If it doesn’t work now you could try logging out and clearing app data, otherwise you will need to contact our support team.

Apologies for the inconvenience.

Likewise @spow from the user account point of view I am seeing lots of successful login attempts and no obvious errors. I have also resynced your license. Clearing app data may be worthwhile but as I see you have two devices it seems less likely that will be helpful.

If this doesn’t work unfortunately I will need to leave it with our Support team as I have reached the limit of what I can do.

It came back in Sunday on my phone and Monday on my laptop.  I have had an email from Webroot support today but it doesn’t seem to direct me to any message so I am not sure whether they fixed it prior to you resyncing.

In the case of a computer rather than mobile app please uninstall the application and download the latest installer from the locations listed at https://community.webroot.com/getting-started-91/download-locations-for-webroot-wifi-security-332117

Problem continues - however, if I let the connection attempt fail (times out) and then retry a couple of times, it usually connects - eventually.  Obviously something is wrong.

Hello, I am unable to connect to the automatic location and it fails every time.  Normally it connects automatically with no issues.  More recently, it has been intermittent.  Earlier today it was fine but now it won’t connect at all.  I have rebooted my computer, logged out and back in to the application with no luck. Can someone please help me with this?

Was something changed recently?

I am having the same problem that many of the others are having. I am hoping that some one can help me please.   Thank you.

Thanks for the comment Sherry.  However, I’ve tried changing  options like location and it didn’t help.  It just seems to be the “luck of the draw” as to whether it takes 10 seconds or 10 minutes to connect.  Changing locations might help in some cases just because you hit it at the right time.

I don’t see how a support ticket will help - this isn’t a problem on my end.  Hopefully, someone in support is aware of this problem an is trying to get better service from the servers used for this system.

Very reluctantly, I just renewed by license as I do need VPN ability at various times.  However, I won’t renew next year if this problem persists.

Hi @daveharney , 

If there’s nothing else that Support or we can do, you can look into getting a refund here: https://www.webroot.com/us/en/online-refund

Of course Support can also help you over the phone/ticket/email with this as well if there are any additional questions that come up. 

Thanks

You’re welcome, Sherry!