Hello sasikanth88 and welcome to the Webroot Community!

 

Are you installing it on your Nexus 7 as the very first use of the key code or have you already installed it on a PC or Mac first?  If you already created the account during the install on a PC or Mac, you don't need to create a new account, just log into the one you already created.

 

Let me know, and I may have a number of additional suggestions based on your answer!

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Hi david ,

 

Thanks for your response. I did not install the software in my PC this is my first use on my tablet. I created an account before installing on my tablet. Should I install it first on my PC? 

 

Thanks

Sasikanth

 

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@ wrote:

Hi david ,

 

Thanks for your response. I did not install the software in my PC this is my first use on my tablet. I created an account before installing on my tablet. Should I install it first on my PC? 

 

Thanks

Sasikanth

 

Try to log into the Account Console in the web browser first, and we will go from there.  IF you can log into the Account, then follow the rather lengthy information below as there are quite a few things that can go wrong with mobile installations.  If you cannot log into your account, use the "Can't Log In' links that you see on the Account Login screens to recover the login information.

 

___Start long copy and paste___

 

This can be caused by quite a few different things.  The first thing to check is to make sure your device is connected to the internet correctly.  (Sometimes the simple things work!)  Try to access a web page to make sure it is working!

 

Next, make sure you have the right version downloaded for your license of WSA.  Please refer to this KB Article for help.

 

There are several other common issues, and this KB Article may help as well.

 

Next, go to the Account Console and log in.  If you have not yet created your Account Console, you need to do this in order to log into the mobile apps correctly.

 

Once logged in, click your email address at the upper right corner and choose "Manage Users" from the dropdown.

 

Locate the profile (Email address) you are wanting to use to log in.  Check to make sure that all permissions are set to Access.  If you have WSA Internet Security Plus for your computer, you will need Mobile Security and Password access.  If you have WSA Complete for your computer, you will need Mobile Security, Back & Synch and Passwords all set to access.  If you do not have a license for your computer, and are using only the standalone Android app, you will need just Mobile Security set to access.

 

If these permissions are not correct, click the little "person icon" at the far right end of the profile you need to edit.  On the next screen, click the Access & Permissions tab at the top.  Adjust your settings here, and while you are here check the key code listed. If you are using the Mobile App as part of the protection you received  with WSA for your computer, the key code must not be expired, and if you have WSA Internet Security Plus or WSA Complete for your computer this key code should match what you are using on the computer application.  If the Key Code expired or does not match the key code for your computer, you may need to Submit A Trouble Ticket for assistance.  Changes to settings in the Account Console can take 20-30 minutes to take effect, so grab a chair, a nice cold glass of water and relax a few minutes. 

 

___End long copy and paste___

 

 

Let us know if any of this worked!

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