Problem with Feedback or SecureAnywhere beta

I received an e-mail saying that support had responded to my query. I then log in to see what the response was only to find the feedback i sent, and the response was not there. So I do not know where it got sent to. The only one listed was the first feedback query I sent. Do i need to resend the second one I sent?

 

Could you please PM me your email address?

Thanks!

 

E-mail address sent.

 

What is needed is a private Beta forum, where issues can openly be discussed.

No wonder there are often no replies, support most likely reads the same issues hundreds of times a day, and in the end don't bother responding (oh, that again)

Surely it would be easier posting issues here, then others can see that it has been reported and there would be no need to clog up the support in box with the same issues, over and over and over again.

AT LEAST THEN, ONE MIGHT GET A REPLY FROM SUPPORT

I for one, am sick of posting to beta support and receiving the occasional reply

In my last post, I pointed out that I have asked the same question on four occasions and have not received a reply, even pointing that out didn't warrant a reply from support. I'm still waiting.
I'll ask the question, when the public beta is released, as it seems some topics are above TOP SECRET

I am and have been hesitant in posting any issues I encounter, it's just a waste of time (collecting screenshots, retrieving logs, reproducing errors) and there are many issues.

I will start contributing again when the beta goes public, should the need arise. At least most members here reply to questions or issues that arise.

 

If you could please send me a PM with your email address, we should be responding to everyone and everything sent in. I'll look into why you aren't receiving a response.

Thanks, and sorry for the difficulty!

EDIT: I found your message based on the complaint and will be responding shortly - sorry for the lack of a specific response, but most general questions will be answered in the help content we are developing.

 

I sympathize with you....I don't understand the methodology that they have decided to employ in the conduct of this private beta.

I have posted to support about a problem and got a reply, and at least one new beta followed in response. I don't even know whether the problem happened to me only, or if it was common to others as well.

I too, think I will wait for it to go public. At the moment, I find no glaring issue with the program.

 

With a BETA can understand the bumps/hills along the way to a smooth ride. However, there hasn't been ONE time that a response was made to me in a reasonable length of time. Can you imagine how many peeps world wide are sending in comments? I can't!

 

I still have your email address via PM - we last responded in 2 hours, and before that we responded in 2 hours as well. Could you clarify if you're using a different email address as it looks like we've been responding on time.

 

Great, the url has changed: https://detail.webrootcloudav.com/servicewelcome.asp

How do I now read replies from support?

 

Your current conversations should still be there after logging in. We're moving to a new support portal but everything should be transferred over.

 

I just got a reply from support, there's nowhere to login...

I load the url get enter email address, then go to contact form.

 

I have the same issue so hopefully they can restore the previous conversations!

TH

 

I've just heard back from the support team - we're in the process of transitioning over to the new system. We can still view your old conversations but we are not going to move them into the new support interface (so you won't see them although we will). We're still in the process of adding in the ability to upload files, which will be made to be easier in the new system as well.

Let me know if you have any questions!

 

No, no Joe, sorry you misunderstood. I was tooting the horn in favor of the support that has already been given to me in the responses already submitted ! Nothing negative here at all and again, sorry you misunderstood my Alabama language. ;-)

 

So what good is that for me if they can see it but I cant see the responses they made ? I got an email from "Webroot Beta Technical Support have responded to your query." How do I see the reply ?

Thanks.

 

You should be able to - if you still can't, please write in a new message or PM me your email address and we'll move over the response we sent to you.

Thanks!

 

I have sent you a private message and I still cannot access it.

 

I just wrote up a new ticket and there is no option to upload files anymore.

 

We will be adding this back in shortly but at the moment, you can email them to report@prevxresearch.com and we will correlate them on our end.

 

Hi everyone,

Today, I am joining those who are experiencing problems with sending or receiving feedback about WRSA. Until a few days ago (and for the last few weeks), I could easily send feed back and get a response from the support team. Now, there is no way to either countinue a previous conversation or write a new ticket. When I click on send feedback (WRSA user interface), I connect to the usual webpage: https://detail.webrootcloudav.com/servicewelcome.asp Everything seems to be normal until I get to the next step... As requested, I enter my email address, click Continue, and get the following message: We have already had contact with: (my email). Please enter your password below if you wish to continue with your previous conversation. Your password will have been previously emailed to you.

So, I enter my password and click Continue... only to see that absolutely nothing happens: the field where I entered my password is now blank again, and there is no way to move forward and see my previous messages.

Is there anyone experiencing that problem? Is it a bug Webroot is already aware of?

 

Have you tried retrieving password? In case you get it wrong.

 

Yes, a new password was sent when switching to the new support page.

 

Thanks for your reply. I didn't know I needed a new password because I never received any. If Webroot had replied to my last messages, I would probably have gotten a new password, but they never did! So, all that to say that I followed your advice and got a new password... and I could log in again!

Now, having said that, I noticed that I could no longer send any attachment - such as a screenshot - with my messages. Has that feature been removed?

 

Read post #18 and #19 of this thread for your answer on uploads!

TH

 

Oops... I guess I read the entire thread a bit too quickly!

Thanks!