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we bought a new copy of webroot for a laptop and want to update the desktop with the new software. However, the old copy of webroot (purchased about 2 years ago) wants to renew the existing copy.  

Hello @Gerald Mcallister 

 

Do you still have the old version installed? If so just put the new keycode in and a scan will happen and at the end you should be set with the latest version which is v9.0.33.35 See here for info: https://docs.webroot.com/us/en/home/wsa_pc_userguide/wsa_pc_userguide.htm#UsingYourAccount/ActivatingKeycodes.htm

 

If that doesn’t work please do a clean reinstall.

 

Please follow the steps closely!

  • Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  • Download a Copy Here (Best Buy Geek Squad Subscription PC users click HERE) Let us know if it is the Mac version you need
  • Uninstall WSA and Reboot
  • Go into Safe Mode and Delete these Folders if they are there!
  • C:\Program Files\Webroot Folder
  • C:\ProgramData\WRData Folder (Hidden Folder)
  • C:\ProgramData\WRCore Folder (Hidden Folder)
  • Boot back into normal mode
  • Install with the new installer, enter your Keycode
  • Let it finish it's install scan
  • Reboot once again
  • DO NOT import any old settings as you can set it up as you like once it's done

Info in case you don’t know how to go into Safe Mode: https://support.microsoft.com/en-us/windows/start-your-pc-in-safe-mode-in-windows-10-92c27cff-db89-8644-1ce4-b3e5e56fe234

 

Please let us know if that resolves your issue?

Thanks,

I think Daniel gave excellent advice.


I am confused about your first line though. You said you bought new copy of Webroot for a laptop, but want to update the desktop? Do you mean you want to use the license and software on the desktop instead of the laptop? Or do you mean you want to put the same software on both machines? You will need a  license for each machine, unless you already have multiple licenses?  But I am not clear on the outcome you are looking for. 

Are you saying you just want to update the software on the desktop so it is the same? Is Update on the desktop not working? 

Hello @Gerald Mcallister 

 

Any news or updates? Did you get it sorted?

 

Thanks,

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