my optimize scan area is blank since i renewed my subscription by calling the company

I've also put in a ticket for support to contact you @ so you should hear from them soon.
 

Hello @ !
 
I may be able to shed a little light on this as I recently had a Best Buy subscription and then purchased a keycode from Webroot.
 
Looking back at your posts, I take it you uninstalled? I had a problem when I entered the new keycode in the console. I did a post about my experience, you can find it  https:///t5/Introduce-yourself-to-the/adding-installing-a-new-keycode-vs-renewal-my-experience/td-p/120644
 
You have a Webroot keycode now, so you want to download it from here
 
I suggest you back up your password manager by exporting your files.
 
If it has not been done already, you may want contact support to have them move your password files to the new keycode
 
Open your browser and sign on to your password manager using the toolbar icon
 

Uninstall Webroot, 
Restart your computer
Install WSA from here
If you are prompted to import your previous setting, answer NO
Once installed, enter the keycode  you received from Nic
Go to your Webroot Account Console (online web consule)
sign in (DO NOT click on renew)
click on manage keycodes to add your new keycode to your console

In the next panel enter your new keycode, click add
 
If you can not sign in, create your account again, I had to do that and all my info was there.
Once you create the account you will see this,select use your existing account

I
You do need to add your PC to the new keycode
When you sign in to MyWebroot, click on the NEW keycode, then PC Security
 

See if that works for you. It did for me.
It cant hurt to open a support ticket now. If this works, you can update them.
 
Let us know! 
 
Beth
 
 
 
 

Okay, Hi Guys, it's nice to be around you again. I had been absent because non of the fixes fixed the problem. Of course I hadn't gone the best buy ticket thing yet.  I'm about to do this now. I had gotten very discouraged so I left it alone for a moment. But  really need my Optimizer, so here I return :@  Like everyone here I also am  tired of seeing this subject up on the board. Away I go to to download the Best Buy copy...... or do I just need to go for the ticket? I hope you see my underhanded manner for showing confidence while i OBVIOUSLY scream for directions! 😃 Once again thanks for being here for me. You all arr Here For Only Me..........Right!!!;)

Up and running! Thanks again Nic! 

@BB97 wrote:
Hi Nic! Hope you had a greak weekend. I sent you a PM.
Thanks again for your help!

Yep, it was a productive weekend, thanks 🙂  I replied to your PM with the new keycode details.  Please let me know if that does the trick!

That would be wonderful! I can not thank you enough! Please let me know what I need to do. Thank you!

I am having a similar issue. I too just renewed by buying a new keycode. A month ago I researched my options. I had been using Webroot Security Plus for a year. I had system optimizer and system analyzer, both of which I use and need. I had contacted customer support/sales and I was told by them and Geek Squad/Best Buy as well that the only difference between Plus (that I had) and Complete is 5 devices vs 3 and the online storage which I do not need. Long story short, I no longer have the 2 features. I had the option to take advantage of a discount on Complete which would have cost me $5 more than what I paid for my new keycode. I didnt as I knew I will not afford to renew Complete the following year and being that I had the features in Plus thst I needed, I stayed with Plus.
 
Since renewing with the new keycode I have experienced all kinds of issues getting the password manager to work and after uninstalling and reinstalling, that issue is corrected, but I do not have the system optimizer nor system analyzer which I need. Customer support reffered me to sales. Sales refferedme back to customer support. I am on hold as I type and have been for about 20 min now.
 
I am feeling frustrated and very upset as it looks like I wasted my money. I can handle an addition $5,but not an additional $20. From the descriptions and comparision charts, I could not see that since a year ago system optimizer and system analyzer were no longer included in Plus. Had I known I would have paid the extra $5 and purchased Complete. I started a month in advance preparing for my renewal date (which was supposed to be June 22, 2014 and was bumped up to June 20, 2014) in order to be sure I would have all the same features and decide if I need online storage. The past 24 hours have been a nightmare and I am still holding.
 
Thanks for listening, any suggestions?
 

😃 Thanks nic! I was getting a headache searching that issue!!;)

😃 Thank You @ for the backup. If this doesn't work shouldn't he Submit Trouble Ticket .
 
So Kassie-92 you also have that option. Please get back to us when you have a chance if the "white elephant " hasn't left the building!!;)

I am really not sure... Due to the changes made at the back end to fix the issue, I think that we may need to wait for Nic to take a look to verify things are set correctly.
 
I am pretty confidant the correct download was used: the alternative would have been that the Best Buy Download was used, but that version DOES include the Optimizer, so that should not be the problem.
 
It is possible that a re-do of the clean install will work.
 

• Make sure you have a copy of your Keycode
• Download a Copy Here
• Uninstall WSA
• Reboot the PC
• Install with the new installer, enter your keycode and don't import any settings as you can set it up as you like once it's done
• Let it finish it's install scan
• Reboot once again

On another, but entirely serious note, I have to say KUDO's to Kassie.  You have a frustrating issue with the Optimizer now not showing, but you have posted with quite a sense of humor about it.  :)  It is good that the protection of WSA is working, and I appreciate your good attitude on getting the rest working!  Do me a favor: once this is fixed and working, PLEASE stick around with us: it is a great place to learn, and have fun as well.

Let me tell you guys;   Nic& especially Sherry;   I really do appreciate your help. I'm a baby boomer who likes technology. Of course being in the medical/psychiatric field makes me more comfortable reading people instead of my laptop. I finally did get it done. Hussar!!!!
     I'm sure you'll get a chuckle when I tell you that when I was finished the beautiful green site hadn't put anything in the optimize space in the scan area. As a matter of fact .........................wait for it....................IT TOOK ALL MENTION OF OPTIMIZE OUT!!
It's been a long day. I feel better that I'm sitting here petting my webroot knowing it'll be looking after me tonight. Of course it has already found several threats. (I knew it!!!) Tomorrow if someone could send me one that actually is complete would be great. The Devil is a liar, I don't feel so mad and hot. I know you guys are really trying to get rid of my Big White Elephant in the room.
 

Welcome Kasie-92, Great to hear you joined the forum and we are glad to have you here! Sorry I missed your posting yesterday but just wanted to say I'm glad our Forum members and our moderator Nic was able to sort out your issues! It's great that you have WSAC and you've been with WSA for several years!

Don't be a stranger and pop in and join us from time to time because we have a lot if fun and knowledgable people here. 🙂

@ wrote:
Thank you Nic. I really appreciate this. Although you stated that you updated it I don't know if I'm supposed to do something. My webroot still shows what I can focus my optimizer on but still remains blank where I should be able to initiate a scan.

You're welcome!  Try a quick uninstall and reinstall using the same keycode and see if that does the trick.