I am not getting the procedure to submit the ticket to experts as it is assking for some password which they sent..can somebody elaborate about it,also how to see scanning reports that takes place..
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Hi engineer
What should have happened is that after you first submission of a support ticket you should have received an email to advise as to when you had received a reply to what you had submitted. In that email there would have been a link to the ticket plus a password that you should enter when accessing the ticket to view the response or to add a follow up comment.
In other words you would log back into the ticketing system using your Webroot registration email address AND the password sent by Support in the original email.
If you have not kept that password then just log into the ticketing site (HERE), enter your email address & press 'Continue'. On the next page it should ask for the password but also, because you have contacted them before it should also say:
"We have already had contact with: your email address
Please enter your password below if you wish to continue with your previous conversation. Your password will have been previously emailed to you."
At this point click on the 'Forgotten your password?' link to the right of the 'Continue' button, and that should email you a replacement password that you should use and then keep safe.
In the case of via the Scan & Threat Logs the process is simple:
1. Click on the gear/cog symbol to the right of the 'Utilities' tab in the main app panel
2. Click on the 'Reports' tab
3. To the left of the newly opened tab you will see options to 'Save scan log' & 'Save threat log'
4. The process to save and view the contents of the latest logs is the same
5. Click on either of the buttons depending on what you want to see
6. You will be prompted to identify a location to save the log & also to give the saved file a name
7. After selecting a suitable location & entering a suitable name click on 'Save'
8. A copy of the file will be saved and then immediately opened in the default text editor for your system; usually Notepad
9. You can then browse, edit, copy, etc., the contents of the report.
Hope that answers the questions & helps?
Regards, Baldrick
What should have happened is that after you first submission of a support ticket you should have received an email to advise as to when you had received a reply to what you had submitted. In that email there would have been a link to the ticket plus a password that you should enter when accessing the ticket to view the response or to add a follow up comment.
In other words you would log back into the ticketing system using your Webroot registration email address AND the password sent by Support in the original email.
If you have not kept that password then just log into the ticketing site (HERE), enter your email address & press 'Continue'. On the next page it should ask for the password but also, because you have contacted them before it should also say:
"We have already had contact with: your email address
Please enter your password below if you wish to continue with your previous conversation. Your password will have been previously emailed to you."
At this point click on the 'Forgotten your password?' link to the right of the 'Continue' button, and that should email you a replacement password that you should use and then keep safe.
In the case of via the Scan & Threat Logs the process is simple:
1. Click on the gear/cog symbol to the right of the 'Utilities' tab in the main app panel
2. Click on the 'Reports' tab
3. To the left of the newly opened tab you will see options to 'Save scan log' & 'Save threat log'
4. The process to save and view the contents of the latest logs is the same
5. Click on either of the buttons depending on what you want to see
6. You will be prompted to identify a location to save the log & also to give the saved file a name
7. After selecting a suitable location & entering a suitable name click on 'Save'
8. A copy of the file will be saved and then immediately opened in the default text editor for your system; usually Notepad
9. You can then browse, edit, copy, etc., the contents of the report.
Hope that answers the questions & helps?
Regards, Baldrick
How to view the scanning reports ..I Never saw any option to view reports..
Hi enginner
You need to read the steps carefully:
"After selecting a suitable location & entering a suitable name click on 'Save'. A copy of the file will be saved and then immediately opened in the default text editor for your system; usually Notepad. You can then browse, edit, copy, etc., the contents of the report."
If that is not happeing for you then I would suggest that you check your system to make sure that you have a default text editor assigned under WIndows.
Regards, Baldrick
You need to read the steps carefully:
"After selecting a suitable location & entering a suitable name click on 'Save'. A copy of the file will be saved and then immediately opened in the default text editor for your system; usually Notepad. You can then browse, edit, copy, etc., the contents of the report."
If that is not happeing for you then I would suggest that you check your system to make sure that you have a default text editor assigned under WIndows.
Regards, Baldrick
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