Secure Anywhere Complete Account Creation failure

 
Hello mchernick and welcome to the Webroot Community!  

 
This can be caused by quite a few different things.  The first thing to check is to make sure your device is connected to the internet correctly.  (Sometimes the simple things work!)  Try to access a web page to make sure it is working!
 
Next, make sure you have the right version downloaded for your license of WSA.  Please refer to this KB Article for help.
 
There are several other common issues, and this KB Article may help as well.
 
Next, go to the Account Console and log in.  If you have not yet created your Account Console, you need to do this in order to log into the mobile apps correctly.
 
Once logged in, click your email address at the upper right corner and choose "Manage Users" from the dropdown.
 
Locate the profile (Email address) you are wanting to use to log in.  Check to make sure that all permissions are set to Access.  If you have WSA Internet Security Plus for your computer, you will need Mobile Security and Password access.  If you have WSA Complete for your computer, you will need Mobile Security, Back & Synch and Passwords all set to access.  If you do not have a license for your computer, and are using only the standalone Android app, you will need just Mobile Security set to access.
 
If these permissions are not correct, click the little "person icon" at the far right end of the profile you need to edit.  On the next screen, click the Access & Permissions tab at the top.  Adjust your settings here, and while you are here check the key code listed. If you are using the Mobile App as part of the protection you received  with WSA for your computer, the key code must not be expired, and if you have WSA Internet Security Plus or WSA Complete for your computer this key code should match what you are using on the computer application.  If the Key Code expired or does not match the key code for your computer, you may need to Submit A Trouble Ticket for assistance.  Changes to settings in the Account Console can take 20-30 minutes to take effect (It can be only a minute or so though), so grab a chair, a nice cold glass of water and relax a few minutes.  

 
Hopefully SOMETHING in this overly long reply will help!  

 
 
Please let us know if any of this works!!
 
 

Hello mchernick and Welcome to the Webroot Community Forums.

 
I see David has you covered if it doesn't work just let us know!

Maybe @ is still around and can check to see if there is anything on the back end that can help you.

 
Thanks,

 
TH

Thanks for the follow-up Jim!  You are the man!
 

 
Jim's post accepted as the Solution as once the PM's are completed, things should be working fine.  :)

Thank you so much DavidP1970.. your advice worked for me! I had to change the back up and sync to access and it worked on mu tablet, no more error message!! I apprecieate the time you took to help.

@ wrote:
Thank you so much DavidP1970.. your advice worked for me! I had to change the back up and sync to access and it worked on mu tablet, no more error message!! I apprecieate the time you took to help.

Anytime.. I am glad things are working!  Anytime you have a question or a problem, just let us know 🙂

Hi welcome tp the WEBROOT community!! Looks like everyone like @ , and @  have covered this issue....Great to have you here mchermick!!:D

hello, i need your help, recently i bought this antivirus, when i install, everything comes to well, but when try to open the app, and create new account, i put the same that i create for the page webroot with same keycode, and appear a message that there are a error for the account!! .. and said that the keycode is invalid, is the same trouble like the first question in this blog... and i did all of things that you told him..! but i
can't to open the app and finish the installation. pls helpme!

Hello revne, welcome to the Webroot Community!
 
This can be caused by quite a few different things.  The first thing to check is to make sure your device is connected to the internet correctly.  (Sometimes the simple things work!)  Try to access a web page to make sure it is working!
 
Next, make sure you have the right version downloaded for your license of WSA.  Please refer to this KB Article for help.
 
There are several other common issues, and this KB Article may help as well.
 
Next, go to the Account Console and log in.  If you have not yet created your Account Console, you need to do this in order to log into the mobile apps correctly.
 
Once logged in, click your email address at the upper right corner and choose "Manage Users" from the dropdown.
 
Locate the profile (Email address) you are wanting to use to log in.  Check to make sure that all permissions are set to Access.  If you have WSA Internet Security Plus for your computer, you will need Mobile Security and Password access.  If you have WSA Complete for your computer, you will need Mobile Security, Back & Synch and Passwords all set to access.  If you do not have a license for your computer, and are using only the standalone Android app, you will need just Mobile Security set to access.
 
If these permissions are not correct, click the little "person icon" at the far right end of the profile you need to edit.  On the next screen, click the Access & Permissions tab at the top.  Adjust your settings here, and while you are here check the key code listed. If you are using the Mobile App as part of the protection you received  with WSA for your computer, the key code must not be expired, and if you have WSA Internet Security Plus or WSA Complete for your computer this key code should match what you are using on the computer application.  If the Key Code expired or does not match the key code for your computer, you may need to Submit A Trouble Ticket for assistance.  Changes to settings in the Account Console can take 20-30 minutes to take effect, so grab a chair, a nice cold glass of water and relax a few minutes.  
 
Hopefully SOMETHING in this overly long reply will help!  
 
Please let us know how you do, and you can also submit that Trouble Ticket for further help if needed as well.
 

i did every thing that you say, i check the profile, permission..etc.. but when i open the app, and i put the email and keycode, appear this message that i hate in this moment..!

message:
com.webroot.engineLmExceptions$WRLicenseManagerInvalidKeycode... etc etc..

i download the app, from the page, i think that is the correct version...

@ wrote:
i did every thing that you say, i check the profile, permission..etc.. but when i open the app, and i put the email and keycode, appear this message that i hate in this moment..!

message:
com.webroot.engineLmExceptions$WRLicenseManagerInvalidKeycode... etc etc..

i download the app, from the page, i think that is the correct version...

Welcome revne to the Webroot Community Forum..Looks like @ is assisting you. 
 
Have you tried an uninstall and reinstall of your WSAC? Or @ should aSubmit A Trouble Ticket  issued here?

@ wrote:
i did every thing that you say, i check the profile, permission..etc.. but when i open the app, and i put the email and keycode, appear this message that i hate in this moment..!

message:
com.webroot.engineLmExceptions$WRLicenseManagerInvalidKeycode... etc etc..

i download the app, from the page, i think that is the correct version...

What exact version of WSA do you have for your computer?  WSA-AV, WSA-Internet Security, WSA-Complete or the Best Buy Subscription version?

the best buy subscription version... when i bought the samsung galaxi pro 10.1, they gave this cd , and i try to install on this tablet...

@ wrote:
the best buy subscription version... when i bought the samsung galaxi pro 10.1, they gave this cd , and i try to install on this tablet...

Hello revne! I'm thinking this is a BEST BUY version and @ is knowledgable about this version. What I'd suggest is issuing again as mentioned  Submit A Trouble Ticket  and then give us a holler if this issue gets resolved. OK?
 

ok... thks..!! 😃

:D

@ wrote:
ok... thks..!! =D

We really are happy that you joined the Forum and if you don't mind returning and letting us know how Support did resolve your problem we'd greatly appreciate it so that we can help others. But one other thing if you bought that BestBuy version of WSAC you should call BestBuy geek squad and explain your problem. You should have free support from them also.

 
Come on back ya hear? We do have fun in the Forum and learn alot as we are Volunteers for Webroot.

If you verified you have the right download from the links I provided above, then you will need to call Best Buy for assistance.  There is always a chance that the WSA activation from Best Buy at the time you purchased the tablet failed.  They are able to correct that.

If it's Best Buy Subscription then it's best to contact Geek Squad here: http://www.webroot.com/us/en/home/products/geeksquad-dl
 
HTH,
 
Daniel ;)
 
David beet me to it ! LOL

ok... i appreciate a lot your help...! for the time and patience ! thks!! and if this have solution, i'm going to write here for others!

Great revne Your so welcome as you say.
-----------------
ok... i appreciate a lot your help...! for the time and patience ! thks!! and if this have solution, i'm going to write here for others!

ok... just an other question, i have to install first on my computer, or that is not important, because i just tried only with tablet...(samsung..)

You should be able to install only on the tablet, but again the Console settings as I noted in my first reply must be set correctly, and you must have the right download link.  That KB Article with the different links might need some clarification: you want to use the same downloads as WSA-Internet Security Plus users do.
 
 

Revne you say.......ok... just an other question, i have to install first on my computer, or that is not important, because i just tried only with tablet...(samsung..)

I'm not sure what you are trying to say...you are trying to install on both? The samsung tablet or PC?

ok... my question is... do I need to install on my computer first? because i only tried to install on my tablet... not both..

See my last reply  :)  You should not have to install on the computer first, but you do need to configure the Console first 🙂