Installed Premier, but console shows all 0's for protected devices & WSBrowser not in Google Play

  • 8 February 2015
  • 1 reply

My Visual Land Android tablet does not show up as protected on the console page.  If I uninstall Webroot Anywhere Mobile from Google Play and re-install it, the console recognizes it for a few hours, but reverts to all zeros the next day.  If it gets lost or stolen, I cannot locate it or lock it.  Support has been no help at all after three tries and don't seem to comprehend the problem.  They keep saying install Webroot Secure Browser, but it is not listed in Google Play because evidently it is not compatible with my tablet.  They keep saying reinstall the free app, but don't install Webroot Complete.  So, I really don't know if the installed app is getting up to date definitions to run its scans since it's all 0's on the website console.  I don't have password access and have to depend on Last Pass which is awkward.  I paid for the update to have Webroot Premier on the tablet.  I have another console that shows my computers, and are Webroot Anywhere Plus.  I am very disappointed with the instructions I have received from their website and also from support.  Does anyone have a similar problem?

1 reply

Userlevel 7
Badge +62
Hello digitalsurfer,
Welcome to the Community Forum, Sorry to hear about your issues and that support hasn't been able to help you.
  I have an Android and you can install SecureWeb Browser from the Google Play Store. For Premier go Here if neccesary.
Also would you look here at our Knowledge Base article here?
Then please look over this inormation that the Forum has posted and see if this helps or not,
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.  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.
Best REgards,