To Customer Support To Customer Support

WiFi Security Live Q&A - 10/29/2018

  • 29 October 2018
  • 35 replies
  • 154 views
LLiddell
Userlevel 7
Badge +36


  
Hello Webroot Community! 
 
The entire Webroot team is really excited about the launch of our new product, Webroot WiFi Security. 
If you didn't see our announcement yesterday you can find out more here.
 
The team is here today to answer your questions, and please make sure they pertain to WiFi Security and are not general support inquiries.
 
 

35 replies

Ssherjj
Rank
Userlevel 7
Badge +62
@,
 
Please have a look here and see if this explains things to you better.
https://community.webroot.com/t5/Webroot-WiFi-Security-KB/Downloading-and-Installing-Webroot-WiFi-Security/ta-p/333192
And here:
https://community.webroot.com/t5/Webroot-WiFi-Security-KB/Creating-your-Webroot-WiFi-Security-Account/ta-p/333193
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
Ssherjj
Rank
Userlevel 7
Badge +62
@ wrote:
Thank you, but I have never been able to connect the first time. I just purchased and downloaded it today and have never been able to connect.
You are welcome.
 
Contacting Support is a free service with your subscription. You can call during business hours in the morning.  They will be able to walk you through it. Call https://tel:18666124227
 
 
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
M
Thank you, but I have never been able to connect the first time. I just purchased and downloaded it today and have never been able to connect.
Ssherjj
Rank
Userlevel 7
Badge +62
Hello mwputnam,
 
Sorry to hear that you are having these issues. Please Contact Support and or Submitting a Support Ticket and they can get you up and running again.
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
M
I am getting a login failure everytime I try to connect. I have done everything correct as far as downloading and verifying my email.
R
Userlevel 3
Hello
Thank you for participating in our live Q and A, but more importantly, thanks for trying Webroot WIFi Security.  The problem you experienced with connects to a Mexico has not been seen before.  Intermittent problems are always the hardest to resolve and will take some time.  We take thsi impact on your experience very seriously and are activly working on the issue. 
We hope you will continue with wifi security 
please PM me if you have further questions.
 
thanks
rob
Ssherjj
Rank
Userlevel 7
Badge +62
@ wrote:
 
@ wrote:
My VPN on my iMac keeps spinning & spinning and never connects or goes to the connection next screen. I have restarted and I have reinstalled. Any help in this area?
Hey Sherry!
 
We have checked with our support team on known issues, this doesnt seem to be common.  So  I would like to explore your unique situation personally.  I will be reaching out via DM.  Talk to you soon!
 
Paul 
Thank you again @ for your help in resolving my issue. As it turns out, my Mac said my WiFi was on at the top of the screen where the icons are,  I checked in my Preferences/Network and saw my Network was not in fact connected. So I put in my Network Name and then the WiFi VPN connected. :@
 


 
 
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
LLiddell
Userlevel 7
Badge +36
@ wrote:
Nice, URL link is not valid. This session was a waste of time for me.
He posted the wrong URL, so I went in and fixed it. Also posting it here for you: https://www.webrootanywhere.com/servicewelcome.asp 
TripleHelix
Rank
Userlevel 7
Badge +63
@ wrote:
Thank you everyone for participating in this Live Q&A. We will be hosting more here soon so keep an eye out!
Thanks Lara and all the Webroot Staff!
Daniel - Windows 10 Pro x64 for Workstations 22H2 on my Alienware 17R2 and Alienware 17R5 Laptops with Webroot SecureAnywhere Complete Beta Tester for PC & Android Moto G9 Plus OS 11. "Take Them to the Train Station"
TripleHelix
Rank
Userlevel 7
Badge +63
@ wrote:
@ wrote:
Thank you everyone for participating in this Live Q&A. We will be hosting more here soon so keep an eye out!
Thank you all! That was fun and very informative! Loved your questions @!
It's something that we can point to if users ask! 😉
Daniel - Windows 10 Pro x64 for Workstations 22H2 on my Alienware 17R2 and Alienware 17R5 Laptops with Webroot SecureAnywhere Complete Beta Tester for PC & Android Moto G9 Plus OS 11. "Take Them to the Train Station"
M
Rank
Userlevel 4
Nice, URL link is not valid. This session was a waste of time for me.
Ssherjj
Rank
Userlevel 7
Badge +62
@ wrote:
Thank you everyone for participating in this Live Q&A. We will be hosting more here soon so keep an eye out!
Thank you all! That was fun and very informative! Loved your questions @!
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
LLiddell
Userlevel 7
Badge +36
Thank you everyone for participating in this Live Q&A. We will be hosting more here soon so keep an eye out!
Ssherjj
Rank
Userlevel 7
Badge +62
@ wrote:
Hey Ssherjj,
 
Paul is reaching out to you through DM and should be able to provide assistance :) 
 
Tyler
Thank you Tyler! He has already! 😉
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
TylerM
Rank
Userlevel 7
Badge +25
Hey Ssherjj,
 
Paul is reaching out to you through DM and should be able to provide assistance :) 
 
Tyler
M
Rank
Userlevel 4
How about the Turkmenistan language?
R
Userlevel 3
 
@ wrote:
I have West US selected and it was on a East US server.
My internet just went down and back up and it switched to West US, so you cannot change server locations unless you restart your ISP service? It is now 198.134.125.77 Los Angeles, United States, Earth
My Google browser is still in a forign language (this has never happenned before) The page says it's Turkmenistan.
Hello
This is not the behavior we typcially see. You should not need to re-establish a connection to get the VPN to change location.  If this persists please submit a support request so we can more effectively investigate you issue.
https://www.webrootanywhere.com/servicewelcome.asp 
AndyMa
Userlevel 4
Badge +9
@ wrote:
What is the main propose for using a VPN?
 
What is the second reason everyone should be using a VPN when visiting cafe's, airports, hotels and many other places including at home?
 
Why shouldn't you expect to get full speed from any VPN? I have Gigabit and I know I will not ever get these speeds using any VPN but users may ask why.
 
Thanks,
Excellent questions TripleHelix.
What is the main purpose of a VPN:  the primary purpose for a VPN is to protect your privacy by encrypting the data you send and recieve over the internet.  Secondary reasons people use VPNs is to manage the geolocation that sites see you originating from.  Lastly, some users want to use a VPN to get around location based content restrictions however many content providers such as Netflix, Pandora etc are getting savvy about recognizing VPNs and blocking those users.
Why should everyone use a VPN:  we strongly suggest everyone use a VPN to protect their data, and an antivirus app to protect their device.  Public WiFi at airports, coffee shops, hotels are exposed to spying and hacking and a VPN is the best and simplest way to protect yourself.
Why would bandwidth speeds be impacted by a VPN:  It's common for bandwidth to be affected by a VPN because the data being sent and received needs to be encrypted and unencrypted which takes a bit of time.  A 10-15% reduction is generally what we see for our product and many others in the market, though sometimes it's higher.  We work to keep this to a minimum, and will keep at it!  Your speed would also be affected if you choose a server that is far from your location as the data has to travel a longer path.
T
Rank
Userlevel 3
Badge +3
The things that I want to see are devices that are using the app and the key code.  A support agent asked me to set up a new account using a different E-Mail address after he took control of my PC and was not able to see the things that I want to see.  He must not know what is now available in the console for WiFi Security.
Ssherjj
Rank
Userlevel 7
Badge +62
@ wrote:
 
@ wrote:
My VPN on my iMac keeps spinning & spinning and never connects or goes to the connection next screen. I have restarted and I have reinstalled. Any help in this area?
Hey Sherry!
 
We have checked with our support team on known issues, this doesnt seem to be common.  So  I would like to explore your unique situation personally.  I will be reaching out via DM.  Talk to you soon!
 
Paul 
Just a heads up ...My iMac is usually in screensaver mode tthroughout the day. Would that change the WiFi Settings or something?
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
TripleHelix
Rank
Userlevel 7
Badge +63
@ wrote:
@ wrote:
@ asks:
 
1. Has it been established that a separate account needs to be created, using a different E-Mail address than is used for Secure Anywhere apps, for the new WiFi Security app?
 
2. Relative to the Console for a WiFi Security account, How long does it normally take after the app is activated on a device, before the device appears on the Console?
 
3. Where can I find an example that shows what the Console for the WiFi Security app should look like?
Hello 
These are great questions. 
  1. You are wecome to use the same email for your WiFi Security account as your Secure Anywhere account.  
  2. Your Secure Anywhere account will show the WiFi Security console immediately.  However, there is no device specific data provided today.     We plan to add data to the console in future releases.  What information would you like/expect to find in the console.
  3. I have provided a screen shot below [img]https://uploads-us-west-2.insided.com/webroot-en/attachment/36568i95594D8B0DE209FC.png[/img] 
At this time all we see is this!
 


 

Daniel - Windows 10 Pro x64 for Workstations 22H2 on my Alienware 17R2 and Alienware 17R5 Laptops with Webroot SecureAnywhere Complete Beta Tester for PC & Android Moto G9 Plus OS 11. "Take Them to the Train Station"
F
Userlevel 7
Badge +48
Hey everyone, we only have about 20 mins left. Thanks for all of your quesitons! 
 
 
R
Userlevel 3
@ wrote:
@ asks:
 
1. Has it been established that a separate account needs to be created, using a different E-Mail address than is used for Secure Anywhere apps, for the new WiFi Security app?
 
2. Relative to the Console for a WiFi Security account, How long does it normally take after the app is activated on a device, before the device appears on the Console?
 
3. Where can I find an example that shows what the Console for the WiFi Security app should look like?
Hello 
These are great questions. 
  1. You are wecome to use the same email for your WiFi Security account as your Secure Anywhere account.  
  2. Your Secure Anywhere account will show the WiFi Security console immediately.  However, there is no device specific data provided today.     We plan to add data to the console in future releases.  What information would you like/expect to find in the console.
  3. I have provided a screen shot below [img]https://uploads-us-west-2.insided.com/webroot-en/attachment/36568i95594D8B0DE209FC.png[/img] 
AndyMa
Userlevel 4
Badge +9
@ wrote:
@ asks:
 
  • Why does it not have a black theme?
  • Why is it that the error type is not known when the connection is not performed?
  • Why does it not display the remaining days of the account?
Hi, thanks for the questions, hope you're enjoying the product.
We are in early days and were focused on getting an effective and easy to use app.  On 'Black Theme' are you referring to a night mode?  The settings and location selection are presented with a dark background.  On 'no error type', sometimes we don't receive one from the back end services, but we do display the error code if it's received. 
Good suggestion on days remaining, that is a feature we will look to add in the future, probably under the Account Info or possibly in the Console.
M
Rank
Userlevel 4
I have West US selected and it was on a East US server.
My internet just went down and back up and it switched to West US, so you cannot change server locations unless you restart your ISP service? It is now 198.134.125.77 Los Angeles, United States, Earth
My Google browser is still in a forign language (this has never happenned before) The page says it's Turkmenistan.

Reply


Terms & Conditions

© 2004 - Webroot Inc.

We have recently updated our Privacy Policies. We encourage you to read the full terms here.