Account creation failed. The license check serer returned an invalid response.

  • 25 July 2015
  • 1 reply

I upgraded to SecureAnywhere Complete and when I try to install the app on my Galaxy Note 4, I get the error above. My username and password are correct and the keycode is pasted directly from an email sent from Webroot. I installed the free version of security mobile and upgraded to the premier and from there added my orignal keycode and it informed me to download the SecureAnywhere Complete. Please help.

1 reply

Userlevel 7
Hi HowardVM
Welcome to the Community Forums.
I am far from an expert re. the Android side of things but have located this previous thread which may yield some suggestions/answers, plus below are some steps that one of our gurus, ? put together to help in trying to flush out the issue, since it can be caused by quite a few different things.  
The first thing to check is to make sure your device is connected to the internet correctly.  (Sometimes the simple things work!)  Try to access a web page to make sure it is working!
Next, make sure you have the right version downloaded for your license of WSA.  Please refer to this KB Article for help.
There are several other common issues, and this KB Article may help as well.
Next, go to the Account Console and log in.  If you have not yet created your Account Console, you need to do this in order to log into the mobile apps correctly.
Once logged in, click your email address at the upper right corner and choose "Manage Users" from the dropdown.
Locate the profile (Email address) you are wanting to use to log in.  Check to make sure that all permissions are set to Access.  If you have WSA Internet Security Plus for your computer, you will need Mobile Security and Password access.  If you have WSA Complete for your computer, you will need Mobile Security, Back & Synch and Passwords all set to access.  If you do not have a license for your computer, and are using only the standalone Android app, you will need just Mobile Security set to access.
If these permissions are not correct, click the little "person icon" at the far right end of the profile you need to edit.  On the next screen, click the Access & Permissions tab at the top.  Adjust your settings here, and while you are here check the key code listed. If you are using the Mobile App as part of the protection you received  with WSA for your computer, the key code must not be expired, and if you have WSA Internet Security Plus or WSA Complete for your computer this key code should match what you are using on the computer application.  
If the Key Code expired or does not match the key code for your computer, you may need to Submit a Support Ticket for assistance.  Changes to settings in the Account Console can take 20-30 minutes to take effect (but it can also be be only a minute or so), so give it some time and check back a few minutes after undertaking this.
Hope that something in this rambling reply helps?
Regards, Baldrick