added second keycode to my online question

Discussion in 'Prevx Releases' started by zfactor, Jan 19, 2013.

Thread Status:
Not open for further replies.
  1. zfactor

    zfactor Registered Member

    Joined:
    Mar 10, 2005
    Posts:
    6,012
    Location:
    on my zx10-r
    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 ono_O

    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.
     
    Last edited: Jan 19, 2013
  2. PrevxWebDesigner

    PrevxWebDesigner Former Prevx Moderator

    Joined:
    Nov 13, 2008
    Posts:
    89
    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...
     
  3. zfactor

    zfactor Registered Member

    Joined:
    Mar 10, 2005
    Posts:
    6,012
    Location:
    on my zx10-r
    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.
     
  4. The Seeker

    The Seeker Registered Member

    Joined:
    Oct 24, 2005
    Posts:
    1,100
    Location:
    Adelaide
    A simple reboot should suffice.
     
  5. zfactor

    zfactor Registered Member

    Joined:
    Mar 10, 2005
    Posts:
    6,012
    Location:
    on my zx10-r
    reboot did not work. it only showed up after a scan.
     
  6. Triple Helix

    Triple Helix Webroot Product Advisor

    Joined:
    Nov 20, 2004
    Posts:
    12,011
    Location:
    Ontario, Canada
    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
     
  7. PrevxHelp

    PrevxHelp Former Prevx Moderator

    Joined:
    Sep 14, 2008
    Posts:
    8,242
    Location:
    USA/UK
    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!
     
  8. zfactor

    zfactor Registered Member

    Joined:
    Mar 10, 2005
    Posts:
    6,012
    Location:
    on my zx10-r
    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
     
  9. Thankful

    Thankful Savings Monitor

    Joined:
    Feb 28, 2005
    Posts:
    3,736
    Location:
    New York City
    New keycode is not appearing in console after restart and new scan.
    Any suggestions?
     
  10. zfactor

    zfactor Registered Member

    Joined:
    Mar 10, 2005
    Posts:
    6,012
    Location:
    on my zx10-r
    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.
     
  11. Thankful

    Thankful Savings Monitor

    Joined:
    Feb 28, 2005
    Posts:
    3,736
    Location:
    New York City
    Unfortunately, that didn't work as I uninstall/installed today to get the latest version 8.0.2.118.
     
  12. Triple Helix

    Triple Helix Webroot Product Advisor

    Joined:
    Nov 20, 2004
    Posts:
    12,011
    Location:
    Ontario, Canada
    Did you add your new keycode in your My Webroot account?

    TH
     
  13. Thankful

    Thankful Savings Monitor

    Joined:
    Feb 28, 2005
    Posts:
    3,736
    Location:
    New York City
    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.
     
  14. zfactor

    zfactor Registered Member

    Joined:
    Mar 10, 2005
    Posts:
    6,012
    Location:
    on my zx10-r
    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...
     
  15. Thankful

    Thankful Savings Monitor

    Joined:
    Feb 28, 2005
    Posts:
    3,736
    Location:
    New York City
    I fixed it by reactivating a computer in the console and deactivating the current one. Never heard a peep from support.
     
  16. PrevxHelp

    PrevxHelp Former Prevx Moderator

    Joined:
    Sep 14, 2008
    Posts:
    8,242
    Location:
    USA/UK
    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!
     
  17. Thankful

    Thankful Savings Monitor

    Joined:
    Feb 28, 2005
    Posts:
    3,736
    Location:
    New York City
    Thank you for responding. Support did get back to me this morning. The instructions they provided were basically what I did on my own.
     
Thread Status:
Not open for further replies.