WEBROOT SUPPORT (installation support)

Webroot strives to ensure your experience installing or uninstalling our software is as seamless as possible, but occasionally errors do occur. If you have received such an error, the following information may help.

your problem with solution

1. How do I find my keycode in the software?

a. To find your keycode within Webroot SecureAnywhere for Windows PC

1. Open the main interface.
2. Click My Account.
3. A window opens with your keycode and subscription information.

b. To find your keycode within Webroot SecureAnywhere for Mac

1. Open the SecureAnywhere interface (click the Webroot icon

1. in the menu bar, then select Open Webroot SecureAnywhere from the drop-down menu).
2. From the main window, click My Account.
3. A window opens with your keycode and subscription information.

c. To find your keycode within Webroot SecureAnywhere for Android

:

1. If you see “Subscription Active” at the bottom of your screen, tap the bar.
2. If you do not see “Subscription Active,” tap the Android Menu button. Select “Register.”
3. Your subscription information, including your keycode, will be listed on the screen.

d. To find your keycode within Webroot SecureAnywhere for Apple iOS

:

1. The SecureWeb app only requires your email and password for your Webroot account. It does not have your keycode listed in the program.
2. The Backup & Sync app will list your keycode on the login screen, saving it from the last time you logged in. Once logged in to the app, the keycode is no longer displayed.

2. How do I find my keycode if I do not have Webroot installed?

If you want to request your keycode to be emailed to you, click here to fill out the request form.

If you purchased Webroot SecureAnywhere from Best Buy, contact Best Buy at 1-(833–274–7842)to request your keycode. Be sure to mention your subscription software through Best Buy.

3. How do I request my keycode or installation instructions?

If you want to request your keycode or installation instructions to be emailed to you, click here to fill out the request form.

If you purchased Webroot SecureAnywhere from Best Buy, click here to access the latest PC or Mac download. Or contact Best Buy at 1-(833–274–7842) to request your keycode. Be sure to mention your subscription software through Best Buy.

4. How do I resolve keycode errors or “invalid” messages?

If you are receiving error messages when installing on
Windows PC

or Mac

1. Are you typing the keycode in correctly? Many times the characters i/1, o/0, s/5, b/8 and others are confused when the user types the code in manually.

• When installing Webroot SecureAnywhere from a CD or package, make sure to note each letter or number as you type. If you’re not sure about a character, try it both ways.
• When installing from an email, you can copy and paste the keycode directly into the installer. To copy and paste your keycode, highlight the full keycode with your mouse, right-click the selection, and select Copyfrom the context menu. When prompted for the keycode, place your cursor in the keycode entry box, right-click, and select Paste from the context menu.

1. Do you have a previous version of Webroot installed? This could be blocking the installation of the new software. Click here for removal instructions.
2. If you are seeing error message “The keycode could not be verified at this time. Ensure that SecureAnywhere is allowed to connect to the Internet and try again,” click here.
3. If you are receiving error FZLC0055, click here.
4. If you are receiving error FZLC0056: Invalid or Unknown Keycode, click here.
5. Are you using the correct download? You can request to have the current download file and your keycode sent to you via email by clicking here and filling out the form.
6. If you purchased at Best Buy, click here for the current download.

Android

or Apple iOS

1. Are you typing the keycode in correctly? Many times the characters i/1, o/0, s/5, b/8 and others are confused when the user types the code in manually.
2. Are you using the right Android App for your keycode?

• For all Webroot SecureAnywhere subscriptions, you will need to install the Mobile Security App from the Play Store.

If you are still not able to install Webroot, click here to submit a Support Ticket.

5. How do I resolve problems when installing?

If you are having problems when installing the Webroot program, please check the following for:
Windows PC

or Mac

:

1. Are you typing the keycode in correctly? Many times the characters i/1, o/0, s/5, b/8 and others are confused when the user types the code in manually.

• When installing Webroot SecureAnywhere from a CD, make sure to note each letter or number as you type. If you’re not sure about a character, try it both ways.
• When installing from an email, you can copy and paste the keycode directly into the installer. To copy and paste your keycode, highlight the full keycode with your mouse, right-click the selection, and select Copyfrom the context menu. When prompted for the keycode, place your cursor in the keycode entry box, right-click, and select Paste from the context menu.

1. If you are getting an error about an extension in Safari not installing correctly, please restart your computer. This should resolve the issue.
2. Do you have a previous version of Webroot installed? This could be blocking the installation of the new software. Click here for removal instructions.
3. Are you using the correct download? You can request to have the current download file and your keycode sent to you via email by clicking here and filling out the form.
4. If you purchased at Best Buy, click here for the current download.

Android

or Apple iOS

1. Internet Connection

• Are you connected to Wifi or a 3G/4G network? If you are connected to 3G/4G, try switching to Wifi or vice versa. Webroot SecureAnywhere needs a solid internet connection to verify your account.

1. Download the Correct App

• Check to make sure you are downloading the right app for your keycode. Click here for app installation help based on your Webroot subscription.

1. Use the Correct Keycode

• Are you typing the keycode in correctly? Many times the characters i/1, o/0, s/5, b/8 and others are confused when the user types the code in manually. If you’re not sure of the character, try it both ways. If you have received a license that has both an all alpha and an alpha-numeric version of the code, please enter alpha version during install. If you purchased your product from Webroot directly, you can also copy and paste the keycode from the email you received at the time of the purchase into the keycode field.

1. Webroot Online Account

• Login to your online account and verify it is set up correctly.
• Go to my.webrootanywhere.com and login. If your login is not successful, see this Webroot account FAQ list for solutions to common problems.
• On the Home screen, you may see a section for Backups. If it looks like either of these pictures below, there are no issues here.

• If it looks like the image below, wait for the loading to complete before moving off this page.

• If it looks like the image below, click Set Up Account Now. A Backup & Sync window appears. Select a storage region and click Save. Wait while the Backup & Sync finishes preparing and loading before leaving this screen.

• Make sure you have all the necessary permissions. Click on your username in the upper-right corner to see your account menu.

• Select Account Settings from the menu. Under the section Access & Permissions, see if there are any listed items which do not say “Admin” or “Access.” If there are any, click on Change next to one of the items.

• A page displays to set permissions. Use the drop-down selections to choose “Admin” or “Access” for all items you see and click Save Access & Permissions. The permissions changes may take up to 15 minutes to take effect.

6. My keycode ripped when I was peeling off the label. How can I get my full keycode?

If your keycode ripped or tore when peeling the sticker off the back of the box, check the back of the box for a code starting with WBR. This is usually located near a barcode on the box. This WBR code can also be found near the bottom of your Best Buy receipt from when you first obtained our software.

Once you have that code, send a message to Webroot Support and include that WBR code in your message. With that code, we will be able to send you a copy of your keycode.

7. How do I activate a new keycode?

If you already have Webroot SecureAnywhere installed you can follow these steps to apply a keycode to the existing installation:

For Windows PC

:

1. Open SecureAnywhere and click the gear icon next to My Account.
2. Enter you new keycode in the space provided and click Activate.

For Mac

1. Open the SecureAnywhere interface (click the Webroot icon

1. in the menu bar, then select Open Webroot SecureAnywhere from the drop-down menu).
2. From the main window, click the gear icon next to My Account.
3. Enter you new keycode in the space provided and click Activate.

Note: If you get an error message when trying to activate a new keycode, be sure that you have entered the keycode properly. Many times the characters i/1, o/0, s/5, b/8 and others are confused when typing the code in manually.

When activating a new keycode from an email, you can copy and paste the keycode directly into the SecureAnywhere interface. To copy and paste your keycode, highlight the full keycode with your mouse, right-click the selection, and select Copy from the context menu (alternately press Ctrl+C for PC or Command+C for Mac on your keyboard). When prompted for the keycode, place your cursor in the keycode entry box, right-click, and select Paste from the context menu (alternately Ctrl+V for PC or Command+V for MAC).

Reference

WEBROOT SUPPORT

WWW.WEBROOT.COM

GEEK SQUAD DOWNLOAD

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