Create a NEW My Account?? Why? Is this May 2022 popup even from Webroot?

@TylerM Noting that the issues are ongoing then when will Webroot / OpenText / Carbonite pull down all messages that state the problem has been solved? 

To persist with the status quo when the issues continue to occur continues to damage the Webroot brand.

Very strange that this topic is marked as Solved when it is nothing but solved.

@VirusNoob - according to Support you will just need to ignore the incessant popups.  Alternatively completely remove Webroot from your PCs (including browser add-ons), disable entries in the Windows startup, remove Webroot as a Windows AV tool and reinstall some other product which is not just supported but also works better.

A competitor provided me with an extended licence which includes the remaining time for my now former AV software being Webroot, but no names mentioned here!

@TylerM@TripleHelix Thanks very much for your messages 10 days ago which indicated that all popup messaging had been turned off.  HOWEVER, after uninstalling WSA, removing the directories on C: and reinstalling WSA; there were no more annoying Carbonite popup messages.

Not so fast - 3 days ago the annoying Carbonite popup messages STARTED OCCURRING AGAIN and have done so every day.   For Webroot / OpenText to say that the popups have been completely killed off is simply INCORRECT.

ENOUGH IS ENOUGH -  all traces of WSA have been obliterated from my devices and I have taken my business to a competitor.  Much like @TDyas has experienced, I am still yet to receive any emails from Support and this whole popups fiasco leaves a sour taste overall. 

Webroot and OpenText - if you disassociate the Carbonite product from Webroot then WSA has a chance to survive, otherwise your user base will vote with their feet and look elsewhere for better antivirus and antimalware solutions which are properly supported.

I purchased a business version today but the install went sideways because my personal version wasn’t fully installed - couldn’t fix it. I also received that message to create a new account. So it definitely is not removed.

Also, for those who are unaware and recommending uninstalling. That is a lovely but flawed process. Uninstalling Webroot is like cutting off the head of a Hydra. It does not fully uninstall. Webroot be removed from the surface as it will stop showing as installed under apps or programs, but it remains in the registry. And even duplicates data with restarts. I currently have a 4 headed hydra named Webroot in my registry.

Hey Tyler - 6/28/2022 I uninstalled and reinstalled. Upon reboot I’m still getting this annoyance. Now what ?  And I can’t submit a ticket because after entering my email it repeatedly asks for PW….doesn’t accept my PW. I’ve tried both Webroot PW & Webroot Community PW - neither works.

The popup messages just started recently -- I first noticed them about a month ago, maybe a little longer.  maybe 2 months at the most. ..But I’ve been using Webroot for almost 5 years.  Obviously they put the popup message into a recent program update.  If they can put them in, they can take them out.

The timing has been the same for me.

I’m sure they could take these banner popup messages out with another update, but they would have to take them out for all users, or at least add an Options setting to not display them on any one device, and evidently they’ve calculated it’s in their interests not to do that.

What do you suppose the messages will rotate to later in the year? Happy Holidays? Or: For a limited time, Carbonite back-up software, 10% off? Remember the pre-Carbonite days, when Webroot just ran unobtrusively in the background?

Y’all can stop advising people to contact customer support, with or without logs. It’s just a waste of time. They don’t have a fix.

I took the forum advice and contacted support since I was still seeing the popup box after going to the trouble of registering a new account. I received the following generic, non-helpful message 9 days later. I’ve bolded the key paragraph and underlined the key sentence.

I wonder if the banner messages will continue to appear after I uninstall Webroot software and switch to a competitor.

Hello,

Thank you for contacting Webroot Support. We apologize for the inconvenience you are experiencing.

In March 2022, we released a new My Account portal for all Carbonite customers and new Webroot customers. The new My Account portal has been designed to allow you to be able to manage both the Carbonite and Webroot products.

Since you have already created an account, please feel free to ignore these messages. These banner messages are being provided for all customers and will rotate and change throughout the year. At this time, we do not have the ability to remove these messages for single users.

If you require any further assistance, please let us know.

Thank you,

The Webroot Support Team

Hello @LMHess 

How about this Online Console? https://identity.webrootanywhere.com/v1/Account/login

AV1 is right, I checked my Gmail spam folders too - nada from Webroot Support.  But the notifications regarding having a forum response do arrive reliably. Something does seem to be going wrong in outgoing mail from tech support.  If it has happened with three of us, it must be happening with others as well.  It’s not an Outlook issue, as I don’t use Outlook.  

(And as AV1 noted, it would be nonsensical to ask me to contact tech support to fix this, as I am currently not getting mail from them reliably.)  Thanks.  

My question still stands - by “banner” did they mean “popup”?  So the popup will not be turned off for individual users?  It is still popping up for me each morning.

I’ve had the same email address for years.    No response arrived.  Thanks for posting about it.

I’m still angry as a customer, for three reasons:

1. I should have gotten some initial notification from Webroot explaining that this would even need to be done.  Who trusts a popup asking for their data when a company already has their data?!   I have now set up a new account, but I never got a message from your company saying any such thing would be legitimate.  All I got was a highly suspicious popup asking me to enter my key code and password again to “create a new account.”  Um, gee.  Sure, mysterious popup demanding info for a company that already has my key code and password,  sounds believable to me. I’ll do that right away!   No sign of phishing there!
2.  Webroot corporation should have migrated their clients’ data themselves anyway - not asked their clients to do it.  I have spent hours on this now trying to figure out a matter I never should have had to do in the first place. 
3.  Even if the email had arrived to the email address you’ve had for me for years, it took them 10 days to respond?   That’s a week and a half after I requested help.  
   
   I see the email supposedly sent to me after 10 days reads “a banner will continue to occur off and on throughout the year” and “cannot be turned off for single users.” I hope they don’t mean that popup is going to continue.  Is the popup fiasco is solved, will it stop now?  Since a banner is not a popup, I’m hoping you’re going to say yes, the popup will stop now.

I looks like they fixed the problem with the “Create a NEW My Account” message popping up.

But their customer service has been so terrible I’m not sure I want to continue with a company where everything is so completely broken and useless.

Can’t log in to my account.

Can’t reset my password -- tried several times but their website is completely broken and the password reset email is never sent.

Can’t call them -- Support sent me a message that they don’t want to help me online “for security reasons” and they gave me a phone number to call -- but every time I call that number I’m on hold forever.