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Activated new keycode on tablet.  It says my subscription is active.  Webroot icon greyed out and said some items needed my attention.  It said "Active protection is off".  I have 3 things to fix.  When I click "Fix this now"nothing happens.  I checked the webroot console and it shows two key codes for my tablet, the old one, which is highlighted in yellow on one line and the new one on a separate line which is not highlighted.  I was unable to move the highlight to the newly activated code number so I assume that the old code number is being used (?)   On checking my Mobile Security I saw I could "remove this device" but I didn't know if this would also remove or deactivate my new code. Since the old code is the one highlighted in the console, would removing the device just remove that particular code number or the tablet itself?  I don't think that I activated the cloud management console on my tablet.  I don't want to accidently delete my new key code. (When I activated my phone it also came up with some things that needed to be fixed  and when I clicked "Fix this now" it got fixed.)  So I wonder if I didn't quite get everything done that I needed to when I activated the number on the tablet.  Any thoughts?  Thank you
Hi notpcwise

 

From what you are describing it sounds like the install did not go correctly and for that reason I would recommend that you uninstall WSA, download a new version of the installer and then reinstall WSA.  To help you do this please follow the instructions below, carefully (most importantly making a note of the keycode you used for the installation...you should be able to view it by clicking on the My Account tab in the main panel which will reveal further details the first one of which will be the keycode you should note, then):

 


  • KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  • Download a Copy Here (Best Buy Subscription PC users click HERE)
  • Uninstall WSA and Reboot
  • Install with the new installer, enter your Keycode and don't import any settings as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
And then check as to whether all is Green and AOK.

 

If not then you may need to contact Support for assistance.

 

If your subscription is directly through Webroot (I forget if you have told us this before or not), you will need to contact Webroot Support.  You can do so by submitting a Support Ticket if you have not already done so, or by phone during business hours.  (The online Ticketing system is manned 24/7)

 

If your subscription is through Best Buy Subscription Software services, you may need to call them at 1-800-GEEK-SQUAD.

 

Really, uninstalling/reinstalling is very simple and nothing to be concerned about so give it a try.

 

Regards, Baldrick
Baldrick, you were so correct!!  I didn't have the correct installation app for my tablet. It sounds so simple saying that but I didn't know how to fix it and it was making me crazy!!  I am so grateful for your help and so grateful for this community forum.  I have been back many times already reading the questions of other, seeing their solutions and trying to learn from it all. I am gonna be a frequent visitor here.  Now it's time for a cup of coffee and to just relax.  Thank you so very much!!  :D
Hi notpcwise

 

You are very welcome.

 

Glad to hear that you are sorted...and therefore contented/can enjoy you coffee...:D

 

And also glad to hear that you are profitting from the Community and plan to be a frequent visitior...we look forward to seeing you...as there is lots more to learn, and also to contribute...as your knowledge grows.  Plus some fun to be had (which hopefully you have noticed during you visits to the site...;)).

 

Take care.

 

Regards, Baldrick

 

 

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