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I recentry purchased a surface pro 3 and got a webroot secureanywhere that is good for 6 months. I tried downloading it yesterday and it went though everything but stopped because it said it was not detecting an internet connection. I closed the program and checked connection but when I tried to install it again it said that the anti virus had expired and it won't work at all anymore. Btw I was downloading it online with the code.
Hi Melvinl

 

Welcome to the Community Forums.

 

Just to clarify if I may; was WSA already installed on your Surface Pro 3 when you purchase dit or not?  If it was then there is no need to download and install anything further.  If not already installed then, yes, you would have to install it and have the internet connection up for the installation process to complete correctly.

 

Als, what was/is the status of the license you currently have?  Is itthe 6 months one that came with the device or are you trying to activate another license?

 

Regards, Baldrick

 

 
Hi Baldrick



It is installed on the surface pro 3 but when I open the program it says it has expired. It is the one that came with it
Hi Melvinl

 

If the subcription that your device came with was for 6 months, how long ago is it since the subscription was activated? Did you activate it when you bought the device or was it already activated, etc.? How long do you think that the subscription has been active or rather how much time do you believe that you should have re. the 6 months supposedly covered?

 

It could be that it has genuinely expired and that to continue being protected you will need to by a further subscription, etc.

 

Regards, Baldrick
I just put in the code yesterday and it was brand new. That's when the connection failed and when I reoppened the program it said it had expired. It expired the same day I activated the code.
@ wrote:

I just put in the code yesterday and it was brand new. That's when the connection failed and when I reoppened the program it said it had expired. It expired the same day I activated the code.
Contact support to find out what happened: Webroot Customer Service

 

Thanks,

 

Daniel 😉
Hi Melvinl

 

I am wondering if the internet connection break may have caused some activation issue and so what I would try is an uninstall & clean reinstall, which one does as follows:

 


  • Make sure you have a copy of your Keycode
  • 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 as you can set it up as you like once it's done
  • Let it finish it's install scan
  • Reboot once again
Now if the activation has worked correctly this time and you have 6 months of subscription then great but if not then you may need to contact Support for assistance.

 

If your subscription is directly through Webroot, you will need to contact Webroot Support.  You can do so by submitting a Support Ticket explaining the issue, or by phone during business hours.  (The online Ticketing system is manned 24/7).

 

Regards, Baldrick

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