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I just downloaded Internet Security Plus, and although it's loaded and running, the PC Security and Identity Protection controls are staying in the off/red position.   When I try to enable them, I get a "subscription expired" notice, but I never had a previous subscription.

 

Any ideas?
Hello ?

 

Welcome to the Webroot Community.

 

Sorry to hear your having trouble.

 

 

Can I ask where you obtained your keycode from, Webroot, Best Buy, Amazon, etc.?

 

If you have recently purchased your key code you may just need to do an uninstall/ clean install of Webroot.

 

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)
  • 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
Please let us know if that resolves your issue?

 

Thanks,

 

BD
Didn't work.   When I begin the install off the new download, it immediately goes to the Webroot control panel and requests a scan - when I start the scan the screen goes blank.

 

There's an earlier (from this morning) downloaded installer on my computer that I can't delete, even though I've restarted and even down a hard shutdown - when I try to delete it says something like 'program is running in system - try again'.  Yet, the program is not showing as installed anywhere.

 

?
Hi ?

 

Do you have a Webroot Icon in your system tray (by the clock).?

 

If so click on it to open the WSA interface (Webroot control panel), click on the gear next to My Account then enter your new key code on the next screen and hit activate.

 

If you don't have an icon, then you will have to manually uninstall Webroot if it's not listed in your Programs in the Control Panel. Please see this article for information on this.

 

Then reinstall using previous directions.

 

You said you were able to get to the Webroot control panel. Try re-entering the key code there if you can (gear next to My Account).

 

Please let me know how things go. We WILL get this sorted out for you.

 

Thanks, 

BD
Hi nmpl

 

Welcome to the Community Forums.

 

If I may just add to what BD has advised...in addition to the instructions included in the link he has provided in his second post...if using the command line expression listed in the KB Article please make sure that you run it from an elevated prompt/command prompt as for best results the command line should be run with Admin rights.

 

If you do not know how to do that then please follow these instructions:

 

1. Right click on the Start Menu button

2. From the context menu displayed select/click on 'Command Prompt (Admin)'

3. In the window that opens copy/paste or type the command line expression & Press Enter

4. Answer 'Yes' to the 'Do you want to uninstall' message...et voila.

 

Hope that helps?

 

Regards, Baldrick

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