Hi sray,

 

Welcome to the Webroot Community.

 

I have seen this issue reported before and it was browser related. Have you tried a different browser to access your console?

Not sure exactly why this happening in your browser but I would try starting the browser in question in "Safe" mode to see if this is being caused by an add-on or extension, or possibly a pop-up blocker.

 

If you're still having issues then you may want to submit a trouble ticket and let support look into this for you.

 

Please let us know what you discover. :)

 

Thanks,

BD

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Thank you for your quick reply. I will look for and turn off popup blocker. Then try a diffrent browser. I'll report back with the outcome.

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Hi sray,

 

You're welcome. I don't recommend leaving the pop-up blocker off, but rather just to see if that is causing the problem. I would try a different browser first and then work your way back, looking at add-ons or extensions. ;)

 

Regards,

BD

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Ok once more. I am accessing this password console the secure anyware icon on my screen. I am not using a browser to get to the screen. this is why I cannot understand why I am being denied access. I an already logged in to protect my computers.

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@ wrote:

Ok once more. I am accessing this password console the secure anyware icon on my screen. I am not using a browser to get to the screen. this is why I cannot understand why I am being denied access. I an already logged in to protect my computers.

Hi sray,

 

Sorry for the confusion, I thought you meant the Passord screen of your Web Console.

 

Can I ask what browser you are using? I have recently had trouble with Password Manager in Firefox.(Icon wasn't showing) I used the toolbar fix from Webroot to fix this. It is available HERE. This should work for Chrome and IE as well.

 

Please, first try rebooting the computer and then if you're still having trouble then run the toolbar fix. If that also fails then I would recommend an uninstall/clean re-install.

 

Please follow the steps closely!

 

• Make sure you have a copy of your 20 Character Alphanumeric Keycode! Example: SA69-AAAA-A783-DE78-XXXX
  
• KEEP the computer online for Uninstall and Reinstall to make sure it works correctly
  
• Download a Copy Here (Best Buy Geek Squad Subscription PC users click HERE) Let us know if it is the Mac version you need.
  
• Uninstall WSA and Reboot
  
• Install with the new installer, enter your Keycode and do NOT import any settings if offered by the installer as you can set it up as you like once it's done
  
• Let it finish it's install scan
  
• Reboot once again

 

If you're still having issues then please submit a trouble ticket and support will look into this for you.

 

Please let us know how things go either way.

 

Thanks,

BD

 

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Hi sray

 

Welcome to the Community Forums?

 

If I may just something here...what you are describing is indeed accessing the Password Manager console online, despite having clicked on a link in the WSA client...it is just that when doing so WSA fires up a browser session to display the console.

 

So assuming I am correct re. that then when you are presented with the 'see through dark' screen would you check to see if you can page down? If you are able to then please do so until you come to the end of the page and check to see if there are any controls listed that may allow you to progress.

 

A long shot, but I do recall seeing something similar to this quite a while back, and I believe that in that case the issue was with an incorrectly displaying page but that the member was able to resolve the issue as described above.

 

If I am off the mark then of course the action propsoed by BD is the one to follow.

 

Regards, Baldrick

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Hi sray,

 

Baldrick is correct. Again I was confused as there are two Webroot icons. One for the Password Manager that appears in the upper portion of your browser, and one that appears in Windows in the system tray near the clock. When accessing your passwords via the Webroot interface through the icon in your system tray a browser opens to the Web Console. As I originally stated, this could be a problem with that particular browser, or as Baldrick has suggested, a problem with the way in which it's displayed. If you can try accessing your passwords via the Web Console using a different browser it would help determining the cause of the issue.

 

Thanks,

 

BD

 

 

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Thank you folks for your help. It turns out the browser Explorer was the problem. I used Chrome and was able to access the console. Thank you!

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@ wrote:

Thank you folks for your help. It turns out the browser Explorer was the problem. I used Chrome and was able to access the console. Thank you!

You're welcome, sray. Glad you were able to access the password screen. You can try to start Internet Explorer with no add-ons to see if one may be causing the issue. You could also try resetting Internet Explorer. I'm not really sure why IE is doing that but at least you have an alternative way to access your passwords.:)

 

Thanks for letting us know, ;)

 

BD

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