• 25 December 2013
  • 2 replies

I have tried to get the Secure Anywhere to download to my phone (android) and my tablet.  On both devices I get the 'ERROR' message that others seem to have received before also.  I have made sure that my e-mail and password are correct and that my keycode is correct but program still will not download and still gives me the error report every time.  I do not know what else to do.  I do not know if my phone is "rooted" and both devices always have internet.  What options do I have now?

2 replies

Userlevel 7
Hello nurse-cher and welcome to the Webroot Community!
Please forgive me, but as Mobile login questions are common, and the answer long, the following is admittedly a "copy/paste" reply.  But it has helped quite a few users in the past!
This 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 Trouble Ticket for assistance.  Changes to settings in the Account Console can take 20-30 minutes to take effect, so grab a chair, a nice cold glass of water and relax a few minutes. 
Hopefully SOMETHING in this overly long reply will help!  
Please let us know how you do, and you can also submit that Trouble Ticket for further help if needed as well.
Userlevel 7
Can you please Send me a Private Message with the keycode you are using for mobile protection? I only see a SecureAnywhere license, which does not include mobile protection.