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My back up and sync will not turn on

  • April 2, 2016
  • 1 reply
  • 26 views
H
When I click my back up and sync tab it says it is on but after a few seconds it turns off? I click to turn them on and it says to chekc my proxy setting and sign in. Then I try to sign in and it tells me the user name or password is incorrect.  I know I have the right sign in info becuae it lets me sign in on the cloud via the web.  Any clue what is going on? It is doing it on both my computers.

    1 reply

    Ssherjj
    Moderator
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    • Ssherjj
    • Moderator
    • April 2, 2016
    Hello hcollar,
     
    Welcome to the Webroot Community,
     
    Do you think by any chance that you would be up to uninstalling/reinsatlling Webroot? If so look below: This will only take you a few minutes to do.
     
    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 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 don't import any settings if asked to as you can set it up as you like once it's done
    • Let it finish it's install scan
    • Reboot once again
     
    If this does not fix your issues then your next best step is to Submit a Support Ticket. This is free of charge with your Webroot subscription. They may just need to look in the Cloud to see what is going on with your Back up & Sync.
     
    Please let us know how you are doing and if you get this resolved.
     
    Thanks!
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