Replacement Keycode Has Been Issued

I'm trying to cleanup a laptop for a relative, it's badly infected & Mbam has found over 1600 threats for example - I have a 3 user SecureAnywhere I bought last year in my cupboard & have attempted to activate it. It does seem that the junk on it was attempting to prevent anything from, running & I entered the key-code then some malware put a screen full of junk up & I probably missed the new code?

I now get the message 'Replacement Keycode Has Been Issued Error' - The PC did have an expired SecureAnywhere on but now has a new owner (his sister) so I have no idea what his Webroot account was etc - How can I find out what the new code is as SecureAnywhere will not remove any threats until it's activated?

 

The replacement keycode will work without needing a different activation - you can see it under My Account within the UI. Replacement keys might be issued automatically on-install if the previous key was an older ~2010-2011 keycode.

 

The problem is that it was an old 3 user 2011 version I had but unused & a new key-code was issued & it activated OK but then the PC crashed (blue screened) big time during the initial SecureAnywhere scan & when I eventually got it to boot after restoring the old registry etc & much faffing about only the old key-code shows in the console which has expired so I have no idea what the new key is as I never actually got to see it.

Attempting to install the original key now shows it's invalid as it's been updated - Is there any way I can find out what the new key is? As in from the original key.

 

Here's some info from Community KB, probably best to open a support ticket? https://community.webroot.com/t5/We...eplacement-Keycode-Has-Been-Issued/ta-p/55851

 

Thanks for that Dermot7 I'll do that

 

1: Try to register the old key in the web console. It should work and then viewing the keycodes will show the new one.
2: There may be a file on the desktop that contains the new keycode.
3: If all else fails, support will find it for you.

 

A console was never made as she was a new user & WSA only ran for a few seconds before it was terminated & there was no time to notice what the key was - I've contacted support to see if the new key can be obtained - It was the last of my older WSA's I had so the problem wont re-occur again anyway -

 

Chances are that support has already assisted you by now. That being said:

1:
https://my.webrootanywhere.com/registration.aspx

That is where you put your OLD key that you state you have. You don't need the program or the new key for this process.

2:
The moment it changes the key, WSA places a file on the desktop called ... (drumroll please):
New Webroot Keycode.txt

It contains:
This new key must be used on all future installations of Webroot software:

<New Key>

Thank you for upgrading!

<Old Key>

Now other people have the power to help themselves sooner without having to wait a short time for a support response.

 

@Mr/Mrs/Miss/Ms Fox - Thank you for your most helpful post - I was able to create an account with the original key & then retrieve the new one from within the console - Just afterward I also got a reply from support too - You live & learn!

 

I wonder, how did it go cleaning up the malware?

 

It cleaned up well including a couple of root-kits after a couple of re-boots, the PC was owned by a 16 year old lad which probably explains why it was so messed up, & it's working perfectly now - I actually used one of my spare keys until I got a reply from support/on here - I'm very impressed with the latest version & personally consider it to be the best!