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Discussion in 'Prevx Releases' started by brihy1, Oct 20, 2011.

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  1. brihy1

    brihy1 Registered Member

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    i purchased and entered my keycode into secureanywhere complete and it said it sent an email to so i can activate,how long does it take to get the email?i cant login onto webroot account.
     
  2. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Could you send me a PM with your email address? We've had a couple cases of email providers blocking our messages (Hotmail is one).

    Thanks!
     
  3. brihy1

    brihy1 Registered Member

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    sent pm
     
  4. brihy1

    brihy1 Registered Member

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    all fixed,thanks
     
  5. pegas

    pegas Registered Member

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    Sorry to hijack this thread ...
    Is there any way how to get my license of WSA incorporated into Webroot account? Same as mobile version is. See below. It is probably worth noting I have the closed beta license key.

    snap.JPG
     
  6. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    I don't believe you'll be able to use a closed beta key - you have to have a proper license key so that the account records are created on the backend when it's first initialized.
     
  7. pegas

    pegas Registered Member

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    Thx Joe for clarification.
     
  8. webbit

    webbit Registered Member

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    hi as this is a thread about accounts well can i ask about licences, i have one runnign with 49 days left if i activate another onto it will i get the 49 days on top
     
  9. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    No, each license is held separately (they aren't combined if you add them together).
     
  10. webbit

    webbit Registered Member

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    hi i have another 3 user license wsa which i have installed on on my friends computer but i want to add the license to my account, but it keeps saying i am not allowed.
     
  11. webbit

    webbit Registered Member

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    Error(UAL044):This keycode cannot be registered

    is what i keep getting.
     
  12. Triple Helix

    Triple Helix Webroot Product Advisor

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  13. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Could you let me know if your keycode is all letters or a mix of numbers and letters? The former isn't able to be registered as they're old format keycodes - if you install WSA with it, you'll receive a new keycode as a replacement which can be registered.

    Thanks!
     
  14. webbit

    webbit Registered Member

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    it installed ok and i got another keycodes but cannot add this to my existing account have contacted webroot as you said so will await their reply.

    thansk a lot.
     
  15. webbit

    webbit Registered Member

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    strange cannot get on the webrrot website at all,
     
  16. webbit

    webbit Registered Member

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    is it because i have a licence already running, still coming up invalid, no response from webroot as yet
     
  17. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Could you send me a PM with your email address and license key? We've been working through licensing issues this weekend so it would be good to be able to see if yours will be fixed as well.

    Thank you!
     
  18. flankengott

    flankengott Registered Member

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    Hello, I have a problem with my account.

    I bought SecureAnywhere Antivirus 2012 and I installed it on my Computer. On my Computer I have two accounts (admi and user).

    Because of serveral hardware problems I had to reinstall my Windows 7 OS.

    So I had to reinstall SecureAnywhere Antivirus 2012 to my computer.

    When I looked in my Webroot account, I saw 4 PCs protected. T

    he first two PCs are my old admi and user account, the second two for my new admi and user account but I have only a single user licence.

    My question: how to I delete/disable the 4 PCs protected when I want to reinstall SecureAnywhere 2012 on another machine?

    Sorry for my bad english.
     
  19. Triple Helix

    Triple Helix Webroot Product Advisor

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    It would be best to contact WSA support on this matter! https://www.webrootanywhere.com/servicewelcome.asp as you should only need to install in the Admin account and it should be there when you switch to you user account because it's the same computer!

    TH
     
  20. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    It will automatically detect your computer no longer being active and will allow you to install elsewhere so you won't have to worry! :)
     
  21. davidbaldwin

    davidbaldwin Registered Member

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    Re: Webroot account - installation woes

    Ok guys - gotta vent. WSA looks cool, done the trial, time to renew and pay the piper since Prevx Support and Webroot support are not saying how we can trade Prevx in for Webroot. Anyway...

    I can't believe how difficult it is to renew from the trial.

    1. No instructions provided (uninstall then install, choose to keep old confg info or not, etc etc) o_O
    2. I ended up uninstalling because when I installed the new download over the old one - nothing changed - software still said "expiring in 2 days" :cautious:
    3. So I uninstall, then install the new download. I use the new keycode I got when I paid for 3 PCs/1 year. It then asks me if I want to use the same config info as before. I say yes. Now I have the exact same problem. Even though I entered my new keycode when installing, it is using my trial keycode and it says "expiring in two days" :ouch:
    4. It used my paypal email address, even though I distinctly entered a different email address in the order form. Why wouldn't it use the email I entered, rather than the email I paid witho_O My online account was based on the other email. Grrr. :mad:
    5. My online account (old email) still only shows the old trial code. Now that the email address has changed, do I have two online accountso_O? This is stupid. o_O
    6. I have never seen anything more difficult (except of course when I did the same with Prevx way back - seems there are more than software similarities between Prevx and Webroot. :isay:
    7. Why couldn't it just allow me to upgrade/renew the existing trial keycode I had on 3 computers (my online account recognized them all and showed their status). It's like I have to start from scratch. Kill my old Webroot install. Kill my online Webroot account. And now I'm stuck using my PayPal email cause Webroot chose to use it instead of the email I entered during the order - that really peeves me. :mad:
    Thanks for the vent. Hope this helps someone else. :doubt:
     
  22. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Re: Webroot account - installation woes

    Sorry for the confusion - I hope these answers can help you next time:

    If you click My Account on the WSA UI, you can just activate your new keycode there. If you're renewing the same keycode, it will automatically refresh the next time it communicates with the database (or you can click "Check for updates" to update the duration on-demand).

    This is an edge case as it imports the configuration/license information exactly as it was previously if you reinstall before rebooting. As above, you can just insert your keycode into the product.

    You may want to write into our tech support inbox so that they can correct/change your email address. I suspect it assumes you will want to be contacted at the same address but they should be able to sort out the issue without a problem.

    Sorry again for the confusion! Please let me know if you have any other questions.
     
  23. webbit

    webbit Registered Member

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    Webroot suppot not contacted me for 3 days, have they give up on meo_O
     
  24. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    No, your message is assigned to a single engineer at the moment who should be responding when he's back (it's a holiday in the US tomorrow). I can reassign it if you wish, but to answer your other question about updating - updates aren't available to all users at once. You can manually download a new copy but we don't release an update simultaneously to prevent issues from hitting all users at once.
     
  25. webbit

    webbit Registered Member

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    the update has now happened although i had to instigate it, but at least it ihas happened, but still not able to register my 2nd licence in my account
     
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