Suddenly, I can no longer get to my backup documents in the cloud from Webroot's little Desktop menu by clicking on Back/Sync and logging on. It just sends me right back to the logon screen. I was able to get to my docs in the cloud by going to my.webroot.anywhere.com and logging on from there only. Also it won't let me log on to help desk for advice.
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Hello Sherrie,
Welcome to the Community Forum,
Not sure why this is happening but would you submit a Support Ticket and they will look into this for you.
Please get back to us and let us know if this was resolved so that we can assist others with the same issue.
Kind Regards,
Welcome to the Community Forum,
Not sure why this is happening but would you submit a Support Ticket and they will look into this for you.
Please get back to us and let us know if this was resolved so that we can assist others with the same issue.
Kind Regards,
I too am experiencing the same problem (except for getting to the help desk). I also cannot use Password Manager. Everything else seems to be okay.
Contacted customer service on Feb 12 and this was their reply, "The Webroot Development team has been notified of this issue and is currently working on a resolution. This issue is related to the infrastructure that Webroot uses and is not related to the program on your computer nor the computer itself. Once a fix is deployed, the issue you reported should be resolved. No change to your system is necessary."
Later, they requested wsalogs which I provided to them. Haven't seen any fix yet. They mentioned the Development team would be assisting me further.
Fingers crossed.
Contacted customer service on Feb 12 and this was their reply, "The Webroot Development team has been notified of this issue and is currently working on a resolution. This issue is related to the infrastructure that Webroot uses and is not related to the program on your computer nor the computer itself. Once a fix is deployed, the issue you reported should be resolved. No change to your system is necessary."
Later, they requested wsalogs which I provided to them. Haven't seen any fix yet. They mentioned the Development team would be assisting me further.
Fingers crossed.
Let me see if I can get an update on your case.
Nic
Wondering if you were able to find anything out. I see that 8.0.7.28 is now in and I was hoping that would solve the issue, but to no avail.
Wondering if you were able to find anything out. I see that 8.0.7.28 is now in and I was hoping that would solve the issue, but to no avail.
I did check with escalations on this one and they're looking in to what the latest is. I'll post back when I hear back from them.
Thank you Nic for checking. I also reached out to Customer support and they report that the developers are still working on this issue. Half the battle is finding the problem but the bigger half is knowing that the developers recognize the issue and are working on it. Thank you Webroot again...I have been nothing but impressed since day one with you.
Yeah it's always worth checking, as stuff can get missed or not properly prioritized. The escalation engineer said he should have more news shortly so I'll bug him again today.
I just happened to look at the user interface on my computer and noticed that the Backup & Sync as well as Password Manger icons were now the good ole green checkboxes I've been missing. Sometime in the last couple hours, corrections were made and I am now able to use both. I had to re-link my computer's folders to those which remained in the cloud, but no big deal...done without issues and am currently watching the files sync. Hooray!!
Cool, glad that did the trick!
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