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

K
Rank
Hello, I'm a newbie...........Kasie92
I have used Webroot for several years and when I saw the price for a renewal I called the company and stated that as I only ever us 1 PC I wanted a reduced price. (a closed mouth is never fed) They ended up giving me a discount. I did ask if the content would be the same. they said yes it would be the same.I have tried to use the optimize scan. It doesn't work. At first I thought is it me???? I found how to change the settings on what I wanted to be optimized but when I go to the scan area it's blank even though the name optimize is there.  I know from reading these posts there are some talented people in here to help me. I await your phenomenal input.
 
                          Kasie-92
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Best answer by nic 18 June 2014, 19:30

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36 replies

nic
Userlevel 7
Badge +56
Sorry about that - I upgraded you back to complete at no charge.
shorTcircuiT
Rank
Userlevel 7
As it is the weekend, there is probably not much that can be done until Monday.  @ is the Community Admin, and he should be able to help get this looked at on Monday.  :D
RetiredTripleHelix
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Badge +56
@ wrote:
@ 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.
Make sure you reboot in between!
 
Daniel
nic
Userlevel 7
Badge +56
Sorry to hear that you went through a similar experience. I can generate you a new key for complete, but we'll need to do the same process to port over your passwords. If that's ok then we can get you sorted out on Monday.
nic
Userlevel 7
Badge +56
@ 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.
shorTcircuiT
Rank
Userlevel 7
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.
nic
Userlevel 7
Badge +56
Oops, looks like the upgrade created a new keycode instead of keeping the old one.  I'll PM you that keycode @ 
shorTcircuiT
Rank
Userlevel 7
Hello Kasie-92 and welcome to the Webroot Community!
 
Please open the WSA program
Click on the 'gear tool' next to My Account
Look next to "Product" and Status and let us know what is listed there.  DO NOT let us know the Key Code or other information.. Just the Product and Status.
 
 :)
ams963
Rank
Userlevel 7
Also make sure you're connected to the internet during the uninstall.
nic
Userlevel 7
Badge +56
I've also put in a ticket for support to contact you @ so you should hear from them soon.
 
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Hello,
 
So that tells us that you don't have Optimizer as it's only in the Complete version or the Gamer version do you know what you had before and was it Complete?
 
Thanks,
 
Daniel ;)
 
EDIT: Also is this what are we talking about? http://www.webroot.com/En_US/SecureAnywhere/PC/WSA_PC_Help.htm#C9_SystemOptimizer/CH9a_RunningSystemOptimizer.htm
Baldrick
Rank
Userlevel 7
@ wrote:
Sorry about that - I upgraded you back to complete at no charge.
http://www.forumsextreme.com/images2/sSig_youtheman.gif
 
Nice one, Nic
Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
K
Rank
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.
Ssherjj
Rank
Userlevel 7
Badge +62
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. 🙂
Windows Insider, iMac 2021 27 in i5 Retina 5, iMac OS Sonoma (14.3.1}, Security: iPads, W 10 & (VM:15), ALIENWARE 17R4, W10 Workstation, ALIENWARE 15 R6, W11, Webroot® SecureAnywhere™ Internet Security Complete (Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester. Security
K
Rank
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.
 
nic
Userlevel 7
Badge +56
@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!
R
Rank
Userlevel 7
Thanks Nic! You are the BEST!
R
Rank
Userlevel 7
Up and running! Thanks again Nic! 
shorTcircuiT
Rank
Userlevel 7
Hello again :)
 
If nothing has worked, at this time you DO need to submit a Trouble Ticket with Webroot.
 
From the information earlier in this thread, it looks like you may have originally had a Best Buy Subscription, but since you have renewed directly with Webroot somehow or purchased a new key code directly from Webroot, and so my guess is that currently your key code is NOT a Best Buy key code.
 
@ I am sorry to bother you here, but can you double check the key code type (Best Buy or not) and the Ticket Status?
R
Rank
Userlevel 7
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
 
 
 
 
K
Rank
Well thank you,.......... you are  correct about me uninstalling and reinstalling sometimes other than here.  I can't remember which one was which..... So I will try your stuff. thanx.
 
I'll give you a heads up re: my outcome later.............hopefully in the positive realm!
 
 
Kasie-92
 
 
 
 
K
Rank
the product says Internet Security Plus
K
Rank
I'm very disappointed to hear that. I made a big deal about that it needed to have the same components. without the optimize feature i'm having trouble with my cache and other files slowing down my pc. I need that feature. When I asked for a reduced price I did not ask or accept a reduced product. So ......can you fix that????? Is it possible to see who I talked with when I renewed my subscription. I have a few words I'd like to have with him!!!???
 
                      Very Troubled
                   
                                 Kasie-92
K
Rank
Sorry, I became a little miffed and didn't give you the info that I've always had the complete version. I believe I started using your product around 2009.
RetiredTripleHelix
Rank
Userlevel 7
Badge +56
Awesome service Nic!
 
Thanks,
 
Daniel 😃

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