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valid email not recognized when logging in to backup and sync

  • March 15, 2015
  • 2 replies
  • 36 views
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New user on trial basis.  Install went well.  Set up online account.  My pc is recognized and a folder has been set up to copy to on the pc and cloud.  However, when I try to sign in to backup and sync, the email I just used to get in to the webroot console is not recoginzed.  I am told to try again but have no options to fix this.  Also, I now have a login button on Firefox and when I use that to get to the login form and put in the registered email, it is not recognized there. 

    2 replies

    Ssherjj
    Moderator
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    • Ssherjj
    • Moderator
    • March 15, 2015
    Hello a wmcarder,

    Welcome to the Community Forum,

    Just wondering if you tried a reboot of your computer and see if that helps.

    Otherwise it's best to issue a Support Ticket and they can look into this for you.This is a free service with an active subscription.
    https://www.webrootanywhere.com/servicewelcome.asp

    Please get back to us if this was resolved or not.

    Kind Regards,
    IMac 2021 27 in i5 Retina 5, iMac OS Sequoia (15.7.2), Security: iPads, ALIENWARE 15 R6, W11 Microsoft Windows Workstation, x64, Webroot® SecureAnywhere™ Internet Security Complete, Android Samsung Galaxy Ultra Note 23, Webroot Beta Tester
    Jasper_The_Rasper
    Baldrick
    Gold VIP
    • Baldrick
    • Gold VIP
    • March 15, 2015
    Hi wmcarder
     
    Welcome to the Community Forums.
     
    Just to add to what Sherry has suggested...and in case you have not tried this, it is possible that while the key code is activated on the computers, it may not have been assigned to your Online Console, so we can check that:
     
    • Log into the Conole
    • At the upper right, click your email address
    • Select Manage Key Code from the drop down
    • Click the Add New Key Code button.  I suggest, to make things easier, that you do not check the option to create a new Console... that might complicate things farther down the road.
    • Enter your new key code and add it to the Console
    You MIGHT need to run another full scan on each computer that has the new key code on it in order for it to be picked up and displayed on the Console now that it has been added.  NOTE: There can be a 15 to 20 minute delay for the PC's to appear. 
     
    Hope that assists?
     
    Regards, Baldrick
     
    Webroot SecureAnywhere Complete Beta Tester v9.0.24.49, imaged by Macrium Reflect v7.2
    Jasper_The_Rasper
    Ssherjj
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