This solution addresses Webroot SecureAnywhere for Android

When installing the Android app and entering in account and keycode details, you may receive a message similar to the following:
Account creation failed. This likely means your device doesn't currently have internet access.
Raw Error:
com.webroot.engine.LmExceptions$WRLicenseManagerInvalidKeycode:License check failed due to invalid keycode.
Response code: 1 [Access denied (E339)] 

If you receive this message even when you are connected to the internet, here are some solutions, depending on your situation.

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.

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.

Webroot Online Account
Login to your online account and verify it is set up correctly.
  1. Go to and login.  If your login is not successful, see this Webroot account FAQ list for solutions to common problems. 
  2. 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.

  3. 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

If you require further assistance or if none of the above solutions resolves this error, contact support.  Be sure to include the keycode, the username and the app you're installing as well as the results of the steps above.
Is the above information helpful?
Yes   Somewhat   No   
Powered by noHold, Inc. U.S. Patent No. 6,604,141