Good evening-
I installed Webroot and enjoy its operation minimizing resources. When I set up the online account, it noted correctly one device which is my PC. (I have the free webroot app for my android smart phone.) But on my PC, Webroot shows 2 devices utilized but only lists the PC. The purchased Webroot AV software is for 3 devices. How can I get this device discepancy corrected? Thanks.
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Hi Frontier05,
Welcome to the Webroot Community.
Where on your PC are you seeing this? As far as I know, there is nowhere in the Webroot PC interface that lists the number of active devices.
Are there two PC's listed under the PC Security tab in your Web Console? Or is there 1 PC listed there and another device listed under Mobile Security?
If there are two PC's listed under PC Security do they both have the same name? I ask because it's possible to have the same PC listed twice, especially if you've had to reinstall Webroot for some reason. If this is the case, please click on each PC listed and look for the one with the most recent scan date. This will be the PC you'll want to keep. To delete the other PC listed click on that PC and select the Commands tab at the top. Then click Deactivate from the menu. This will remove the PC from your console.
If you find that you have one PC listed under PC Security and you phone (with free Webroot app) listed under Mobile Security then this is normal. This happenes when you registered the free mobile app with the same email address/password used to activate your Web Console. This does NOT count as one of your subscription devices unless, when you registered the phone you used the "I already have a Webroot account" option and entered your keycode. In that case your free app is upgraded to the Premium App and DOES count as a subscription device.
I hope this info isn't too confusing. If you still have questions or need any clarification on any of this info please feel free to let us know and we will be happy to assist you further.
Thanks,
BD
Welcome to the Webroot Community.
Where on your PC are you seeing this? As far as I know, there is nowhere in the Webroot PC interface that lists the number of active devices.
Are there two PC's listed under the PC Security tab in your Web Console? Or is there 1 PC listed there and another device listed under Mobile Security?
If there are two PC's listed under PC Security do they both have the same name? I ask because it's possible to have the same PC listed twice, especially if you've had to reinstall Webroot for some reason. If this is the case, please click on each PC listed and look for the one with the most recent scan date. This will be the PC you'll want to keep. To delete the other PC listed click on that PC and select the Commands tab at the top. Then click Deactivate from the menu. This will remove the PC from your console.
If you find that you have one PC listed under PC Security and you phone (with free Webroot app) listed under Mobile Security then this is normal. This happenes when you registered the free mobile app with the same email address/password used to activate your Web Console. This does NOT count as one of your subscription devices unless, when you registered the phone you used the "I already have a Webroot account" option and entered your keycode. In that case your free app is upgraded to the Premium App and DOES count as a subscription device.
I hope this info isn't too confusing. If you still have questions or need any clarification on any of this info please feel free to let us know and we will be happy to assist you further.
Thanks,
BD
After much difficulty in contacting tech support, I finally was able to speak to a live person and they confirmed that only one device is connected. When I advised them of the 2 device discrepancy in the device count listing in the Webroot "Personal Security Report" (PSR), the tech support person responded that they could not correct the PSR even though they wrote the software. That repsonse made no sense to me. I have worked with all kinds of IT people and most can find a way to correct software that's generating errors. I bought a year of time with this program for 3 devices and when this time concludes, I will go back to McAfee which offers first rate CS and very accessible tech support. Never have I had so much trouble trying to contact customer service and tech support as I've had with Webroot. It would appear to be a deliberate attempt to steer people to the forum rather than to back the product with accessible support.
Hi Frontier05
Well, I'm sorry to hear about your frustrating experience. But I will say the the personalized security report was presented as more of summary to customers, and others have reported errors on the report as well. Perhaps a reinstall may have caused the report to show 2 devices. Personally, I have not received the report in months, and this may be the reason why.
When it comes to the number of registered devices, the online Web Console is, and has always been, the place to see this information. Any duplicates found there can easily be remedied as mentioned above.
You're certainly free to do as you choose when it comes to your AV choices. I can say though that I have not had anywhere near the same experience with McAfee as you have. In my opinion, It's a monstrous dinosaur that hogs resources and uses antiquated technology, such as having to wait for virus definitions to be downloaded to your PC before it will find any new threats. Scan times are many minutes, not seconds like with Webroot. Webroot's detection rate also rivals McAfee.
?
Hopefully you will discover over the remaining time with Webroot just how great it really is and how greatly it differs from other AV options.
Again, I'm really sorry for the aggravation you've experienced.
BD
Well, I'm sorry to hear about your frustrating experience. But I will say the the personalized security report was presented as more of summary to customers, and others have reported errors on the report as well. Perhaps a reinstall may have caused the report to show 2 devices. Personally, I have not received the report in months, and this may be the reason why.
When it comes to the number of registered devices, the online Web Console is, and has always been, the place to see this information. Any duplicates found there can easily be remedied as mentioned above.
You're certainly free to do as you choose when it comes to your AV choices. I can say though that I have not had anywhere near the same experience with McAfee as you have. In my opinion, It's a monstrous dinosaur that hogs resources and uses antiquated technology, such as having to wait for virus definitions to be downloaded to your PC before it will find any new threats. Scan times are many minutes, not seconds like with Webroot. Webroot's detection rate also rivals McAfee.
?
Hopefully you will discover over the remaining time with Webroot just how great it really is and how greatly it differs from other AV options.
Again, I'm really sorry for the aggravation you've experienced.
BD
Let me see what I can find out.
So it looks like the PSR is including your mobile device, since you have that on the console (even though it's the free version).
Needed to update my email address and tech support assisted by deleting my old account and re-registering with the new email address and existing key code. Also ran a new scan for the online console to receive. The PSR is still showing 2 devices, but it may correct after 24 hours. The online console shows the correct information.
There are no other issues to report which is great. I love the software and its small footprint.
There are no other issues to report which is great. I love the software and its small footprint.
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