Trouble logging into the Web Console

  • 3 December 2012
  • 11 replies

Hello. I have been using Webroot for a couple of years and really like it. I am having trouble loggin in to the Web console, and when I try to reset my password I get an error message, shown below. Tried to set up another account and it flagged me as a duplicate. Any ideas? I'd like to get it resolved without having to call customer support if possible. Sorry an error has occurred Error(UPW003):Your reset password request cannot be processed as your details do not match. Thanks!

Best answer by MikeR 3 December 2012, 01:21

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11 replies

Userlevel 7
I see that there have been a few "Invalid User Name" entries. Please try to Reset Your Password using the email address I have sent you in a private message as your username. You will need to know your Security Question/Answer for a successful reset.
Thank you so much! It worked like a charm. I forgot, I initially purchased it under another email. Thanks!
Userlevel 7
No problem, I am glad that resolved the issue. ;)
Have a great night.
i have the same proplem please help me 
Error(UCL301):Console cannot be opened
screenshot of my proplem and my email is   ( snipped email for security reasons)
please help also to creatmanagement password and thanks
( snipped.png for email security reasons.)
Userlevel 7
Badge +62
Hello @,
Welcome to trhe Webroot Community,
In order to resolve the UCL301: Console cannot be opened error, please follow the instructions below.
  1. Click here to open the Webroot SecureAnywhere account login page:
  2. Click Sign up now. This step is necessary, even though you have already signed up. [img][/img]
  3. Using the same registration info you used previously, fill out the page. [img][/img]  
  4. Click Register Now.  
  5. A window asking Have we seen you before? appears. Look for I would like a new console for this keycode and click Select.  
  6. Log into your account.  
  7. At the top right corner of the account window, your user name is listed with a drop-down arrow. Click the arrow to open the drop-down menu.  
  8. In the drop-down menu, select Account Settings. [img][/img]  
  9. Under Access & Permissions, locate the item labeled PC Security Console. Next to this item, click Change.  
  10. Please ensure that your permissions appear accordingly: [list]
  11. The Do you wish to give this user Console access box is checked.
  12. Under PC Security Console, select Admin.
  13. Under Mobile Security Console, select Access.
  14. If you want this account to have Backups / Passwords Services, click the checkbox labeled Yes.
  1. Once you have made these changes, click Save Access & Permissions.
These steps should be sufficient to repair the UCL301 error. If you are unable to resolve the issue using these steps, please submit a ticket to Technical Support here.
Hope this helps,
Kind Regards,
thank you so match for answer me the proplem
i flowed yor instructions but the answer is show the screenshot
Userlevel 7
Badge +62
Hi @,
Sorry you are having troubles with the Web  Console. Has your account be deactivated?
Go to your online Account Console and change your password by clicking on  forgot password.

Then try to see if you can access your console again.
If you still cannot access your Online Account Console then please submit a Support Ticket free of charge with an active subscription.
Support will gladly look into this for you and fix this issue quickly.
Please let us know how you are doing. Thanks!
i connect the support team and waiting for answer
Userlevel 7
Badge +62
Hi @,
You are most welcome and please give the support team about 24-48 hrs to respond. Make sure you check your email. Ok?
Thank you for keeping us posted.and for all your patience.
Best Regards,
thanks so match the support team helped me to fix my issue  thanks for helped me thanks
Userlevel 7
Badge +62
Hello @,
That's great news that the Support Team worked this out for you!
Have a graet day!:D