Registering on Android

  • 1 January 2014
  • 3 replies

I am experiencing problems registering my Samsung mobile, same as others have. I have re-set the permissions as recommended by Mike but still no go....webroot insists my keycode is wrong and/or that my phone does not have internet access. Any more clues? Cheers

Best answer by Baldrick 1 January 2014, 10:54

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3 replies

Userlevel 7
Hi toconnor
Happy New Year...and Welcome to the Community Forums...:D
If you have tried the advice given by Mike and are still experiencing the issue then your best bet will be to Open a Support Ticket and letting the Support Team have a look.  Makes sure that you provide them with all the information, including what you have tried already, and hopefully they should be able to sort you out.
As it is New Year's Day there may be some delay in their response.
Do post back to let us know whether your issue is resolved, and what the nature of the issue was, as all such information is helpful to have re. assisting other members in the future, if the same issue crops up again.
Again, wishing you a happy New Year.
Userlevel 7
Not knowing which specific things were tried, I am going to go ahead and add the following.  
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 2
Badge +6
This is to me a major fundamental problem of trust. I created an account. I've screwed for a few days with support and back and forth with tickets. I can login from Windows. I can login from my android nexus 7 tablet with a browser. I cannot login (they say bad username or password) from the program in the tablet after getting the program support told me to get.
So windows logs in. My tablet logs in with a browser. the app cannot login. - So the app isn't written well enough to even log into my account. How can I possibly trust it to protect me which is certainly harder than logging into their own system? Has anyone actually seen any real protection provided by this app? The Windows app seems like a good product, but the many different  dysfunctional android apps seem more like keystone cops.