added second keycode to my online question

[zfactor]

i went and added a keycode i activated a few days ago to my online account but i cant see any of the pc's running with that key on my account?? i can only see the one pc i initially activated webroot on

how do i switch to the other keycode to see those 3 pc's?? maybe im missing it and i could be but i cant find any way to see those as they are simply not listed. it accepted the code fine in my web console and the key upgrade fine and i entered the new key when adding it into my web console.

do i have to log in from the other pc to see it? i had thought i could see all of them no matter which i logged in from.

EDIT: after a uninstall and reinstall now it shows up. is there any other way except doing that to get them to show up?? only one so far shows up and im hoping there is a better way to get the other 2 to show.

[PrevxWebDesigner]

Entering a new keycode into the WSA software should automatically make this PC appear under your web console.

Double check that these PCs have the correct keycode applied (WSA software > My Account). If they do, but are still not reporting into the console, let me know and I'll look into it. This would be something we've not encountered before...

[zfactor]

i figured it out. after adding the key i have to simply run a full scan then the pc appears in the web console. being webroot was already installed on this pc and i installed the key after this is probably why it didnt show up.

so for those who add a second or etc key to your account and the pc doesnt show up simply run a full scan from that pc then re-login to the console and it will show up.

[The Seeker]

A simple reboot should suffice.

[zfactor]

reboot did not work. it only showed up after a scan.

[Triple Helix]

Originally Posted by zfactor

reboot did not work. it only showed up after a scan.

Correct as that's when WSA contacts the Cloud on a pre-install and changing the key if it was a clean reinstall it checks by doing a full scan upon installation.

TH

[PrevxHelp]

Your system probably doesn't have new files being introduced too frequently and if most of it is otherwise known good, it won't have to communicate with the cloud in the background. Therefore, a scan would be the best way to ensure it shows up immediately.

Hope that helps!

[zfactor]

ahh i see. yeah the files on these systems rarely changes so then its not scanning things as fast. as i said no issue now if it doesnt show up ill just start a scan and then it shows as soon as its done.

thanks as always

[Thankful]

New keycode is not appearing in console after restart and new scan.
Any suggestions?

[zfactor]

how long has it been? if its been a while would will normally work is a quick uninstall and reinstall. but try a scan a couple times and it should normally show up. worst case when i do the uninstall and reinstall it usually works if nothing else does.

[Thankful]

Unfortunately, that didn't work as I uninstall/installed today to get the latest version 8.0.2.118.

[Triple Helix]

Originally Posted by Thankful

New keycode is not appearing in console after restart and new scan.
Any suggestions?

Did you add your new keycode in your My Webroot account?

TH

[Thankful]

Originally Posted by Triple Helix

Did you add your new keycode in your My Webroot account?

TH

Yes, I did. I put in a ticket to support.
I must say the response time for support has gotten considerably
worse lately. Not the excellent support I am used to.

[zfactor]

odd i had this very issue and it was fine after a reinstall. here's the catch though.. was this system previously in your list and did you remove it before?? if so you have to contact support unless its in your previously removed pc list in your account. check there first if it was previously in the list...

[Thankful]

I fixed it by reactivating a computer in the console and deactivating the current one. Never heard a peep from support.

[PrevxHelp]

It may have been escalated to a higher level engineering team without pinging you back, or if you last corresponded with someone who is currently on vacation/etc. If you send me a PM with your email address, I'll take a look.

Thanks!

[Thankful]

Originally Posted by PrevxHelp

It may have been escalated to a higher level engineering team without pinging you back, or if you last corresponded with someone who is currently on vacation/etc. If you send me a PM with your email address, I'll take a look.

Thanks!

Thank you for responding. Support did get back to me this morning. The instructions they provided were basically what I did on my own.