My current license is now within the last 30 days of subscription and the WR task icon has changed to grey with an orange exclamation point. I don't mind the reminder/warning of expiration except for the fact that now I don't see the padlock when using the browser nor it tells me that the foreground window is protected when I hover the cursor over the icon.
So, what I am now experiencing is a loss of functionality 30 days before the subscription expiration. WHY??
By the way, I do have a new license which I will wait to activate in 30 days since I have read in the forum of users losing the remaining days when they activate before the subscription ends.
Solved
Losing Functionality with a Valid License
Best answer by DAF
Got a response from Technical Support: "Software is working as designed."
I think I have already stated what I think of this.:@
Now the good news: Webroot technical support is the best there is! ❤️They responded to my query within minutes and offered a great solution. My old and new licenses will be merged and I won't lose the 30 days left in the current subscription.:D
View originalI think I have already stated what I think of this.:@
Now the good news: Webroot technical support is the best there is! ❤️They responded to my query within minutes and offered a great solution. My old and new licenses will be merged and I won't lose the 30 days left in the current subscription.:D
The client works exactly the same right up the the second it expires, and even then its still does something. You can check in your browser that you have the plugin enabled and also in the program if you have your browsers set to protect. I am guessing you dont see the lock as the icon is now yellow but its still protecting.
Hello DAF, welcome back.
Before I even try to figure just who to contact to figure this out, I do have a question or two that will be needed in order to really understand everything in full.
What exact version of the software do you have? (Is it WSA-AV as that is the forum you posted in, is it a Best Buy Subscription, etc etc)
Also, let take a look in the software itself and take a look at a few things.
Open WSA
In the large upper left box, how many days are shown next to Subscription?
Under PC Security, which items are listed as being turned ON? Are any of them set to OFF? For any that are off, can you click them to turn it back on?
The lock icon is not controlled only by the Web Filter.. .it can be controlled from within the software by the Web Shield slider... I can turn mine off and get the same result.
EDIT: The lock icon I am speaking of is the one on the task bar, and I believe that is what the OP is speaking of. It is actually not really used anymore as it once showed only when https pages were accessed. Now WSA protects ALL pages, http and https, so it really has little use, though it still shows up. I like to keep the taskbar icon visible myself just so that I know a shield is off for some reason if the icon goes yellow or red.
By turning off my Web Shield from within the WSA interface, I get the EXACT symptoms the OP has described. So I am wondering if the Web Shield is simply turned off in the UI
Before I even try to figure just who to contact to figure this out, I do have a question or two that will be needed in order to really understand everything in full.
What exact version of the software do you have? (Is it WSA-AV as that is the forum you posted in, is it a Best Buy Subscription, etc etc)
Also, let take a look in the software itself and take a look at a few things.
Open WSA
In the large upper left box, how many days are shown next to Subscription?
Under PC Security, which items are listed as being turned ON? Are any of them set to OFF? For any that are off, can you click them to turn it back on?
The lock icon is not controlled only by the Web Filter.. .it can be controlled from within the software by the Web Shield slider... I can turn mine off and get the same result.
EDIT: The lock icon I am speaking of is the one on the task bar, and I believe that is what the OP is speaking of. It is actually not really used anymore as it once showed only when https pages were accessed. Now WSA protects ALL pages, http and https, so it really has little use, though it still shows up. I like to keep the taskbar icon visible myself just so that I know a shield is off for some reason if the icon goes yellow or red.
By turning off my Web Shield from within the WSA interface, I get the EXACT symptoms the OP has described. So I am wondering if the Web Shield is simply turned off in the UI
Thank you all for your responses!
My AV version is 8.0.4.131 and all the shields are on, all the settings are the same as when I installed the software.
I know that my protection has not changed and don't doubt that Webroot is 100% functional in that regard.
My concern/complaint is that the missing functionality I described in my original post, even though someone might view it as cosmetic, is now gone. What I see now is a GUI that has been modified just to let me know that my subscription is close to expiration. I like seeing the padlock to know that the web shield is functional without having to open the main Webroot window.
I think the Webroot developers should have come up with a less intrusive way to let the user know that their subscription is about to expire.
My AV version is 8.0.4.131 and all the shields are on, all the settings are the same as when I installed the software.
I know that my protection has not changed and don't doubt that Webroot is 100% functional in that regard.
My concern/complaint is that the missing functionality I described in my original post, even though someone might view it as cosmetic, is now gone. What I see now is a GUI that has been modified just to let me know that my subscription is close to expiration. I like seeing the padlock to know that the web shield is functional without having to open the main Webroot window.
I think the Webroot developers should have come up with a less intrusive way to let the user know that their subscription is about to expire.
Dell Latitude E6430, E6440, 7280 | Windows 10 Pro x64, WSA-AV, Windows Firewall
1 person likes this
Hey there :)
I had asked if it might be a Best Buy version for a reason, but I will not go into that in detail if yours is definatly not one. Let me know if it is and I will provide the 'long explanation'.
I do note that in our replies, none of us has mentioned your remaining days and losing them, unless Rakanisheu has done so already by private message.
IF your version is WSA-Antivirus, and the new key code is as well, you can probably simply wait until there are 0 days remaining and then activate your new key code from within the software. Don't forget to also add it into your Account Console. I usually suggest that you do NOT create a new console when doing this as that can complicate things needlessly.
If either your old key code or your new one is NOT for WSA-Antivirus, again, let me know. There may be other things that need to be considered.
I had asked if it might be a Best Buy version for a reason, but I will not go into that in detail if yours is definatly not one. Let me know if it is and I will provide the 'long explanation'.
I do note that in our replies, none of us has mentioned your remaining days and losing them, unless Rakanisheu has done so already by private message.
IF your version is WSA-Antivirus, and the new key code is as well, you can probably simply wait until there are 0 days remaining and then activate your new key code from within the software. Don't forget to also add it into your Account Console. I usually suggest that you do NOT create a new console when doing this as that can complicate things needlessly.
If either your old key code or your new one is NOT for WSA-Antivirus, again, let me know. There may be other things that need to be considered.
Ok. Now I am getting a popup at startup telling me that my subscription is expiring soon and I should renew. This is in addition to the permanently grayed out taskbar icon and also permanent absence of the padlock in the icon. It almost feel as if Webroot was shareware and the free trial is up.
Please Webroot, I am a paying customer that still has 30 days left in my subscription. An occasional reminder is sufficient. What you have triggered is obtrusive and an overkill!:@
As I said before I do have a new license but will not use it until my 30 days left are over. I guess I will learn to hate Webroot during that time.
Please Webroot, I am a paying customer that still has 30 days left in my subscription. An occasional reminder is sufficient. What you have triggered is obtrusive and an overkill!:@
As I said before I do have a new license but will not use it until my 30 days left are over. I guess I will learn to hate Webroot during that time.
What you are seeing here is NOT normal behavior.... This is not how the software normally works when close to expiring.
So... lets keep trying to figure out just what is happening here.
Have you submitted a Trouble Ticket for Webroot Support to take a look?
This question may be important: Is your license and renewal directly through Webroot, or is your old license a Best Buy Subscription Software key code?
So... lets keep trying to figure out just what is happening here.
Have you submitted a Trouble Ticket for Webroot Support to take a look?
This question may be important: Is your license and renewal directly through Webroot, or is your old license a Best Buy Subscription Software key code?
The software was purchased from NewEgg. I will submit a trouble ticket and see what happens.
Thanks!
Thanks!
Got a response from Technical Support: "Software is working as designed."
I think I have already stated what I think of this.:@
Now the good news: Webroot technical support is the best there is! ❤️They responded to my query within minutes and offered a great solution. My old and new licenses will be merged and I won't lose the 30 days left in the current subscription.:D
I think I have already stated what I think of this.:@
Now the good news: Webroot technical support is the best there is! ❤️They responded to my query within minutes and offered a great solution. My old and new licenses will be merged and I won't lose the 30 days left in the current subscription.:D
Dell Latitude E6430, E6440, 7280 | Windows 10 Pro x64, WSA-AV, Windows Firewall
Well, I am glad to know you are fully protected, but I agree with you really that there needs to be a better way of warning so that the Web Shield lock is still shown.
As I noted before, that really is pretty much secondary at this point as when it was introduced only https pages were protected. Now ALL pages are protected, so really the lock is there ALL the time you are on a web page.
Still, to have that not be normally visible is confusing.
As for merging those licenses.... that is exactly what I expected, and is normal. That makes things a lot easier in the long run too :)
Glad it is all sorted out for you!
As I noted before, that really is pretty much secondary at this point as when it was introduced only https pages were protected. Now ALL pages are protected, so really the lock is there ALL the time you are on a web page.
Still, to have that not be normally visible is confusing.
As for merging those licenses.... that is exactly what I expected, and is normal. That makes things a lot easier in the long run too :)
Glad it is all sorted out for you!
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