I can't access the Avira Password Manager Dashboard
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Hi!
As I have already written in the title, I cannot access the Avira Password Manager Dashboard.
Here is what I did:
After successfully logging into the Avira account, I enter my Master Password.
It is accepted and the loading screen starts.
Several seconds pass and I am sent back to the Master Password entry screen. I get an “Unknown Error.”
This happens from both Chrome and Firefox (PC Browser I use), but not on Android, apparently.
Is this a problem with me or the server?
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Hello Giosuè,
Unfortunately, with the information provided to us, we cannot get an idea of your concerns. Access to your customer account and your installation is only possible via Avira Support.
You are writing here in the Avira Community, a publicly accessible forum - an "user2user" forum. We have neither access to your Avira customer account and your Avira installation, nor to your purchased Avira license.
The publicly accessible Avira Community is unfortunately not a way to contact Avira Support. See the Avira Community guidelines: “How do I create a post? ⇒ Details are important”Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
Premium customers with a valid license and correct registration for the purchased license can contact the Avira support team directly from the Avira customer account under “SUPPORT”; via email, support chat and (in some cases) telephone.
From there, access to your installation is possible, which is required to clarify your question.The Avira Community is subject to the strict requirements of the GDPR and can only be processed in accordance with the requirements of the General Data Protection Regulation. Questions about the Avira license or Avira installation can only be answered GDPR-compliant by e-mail via the support. Thank you for your understanding.
Kind regards
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Why to Avira people bother answering posts in this community forum, only to say "we can't answer your question here, as this is the community forum, and not a support area"? Those of us with free Avira, who therefore CANNOT get support, are forced to come to the community, where we have to hope other users can answer out questions; a dubious hope at best, as these people, while possibly helpful, are not necessarily knowledgeable.
Since we, as forum users, KNOW we are forced here by not paying for support, an Avira rep coming over to say "hey, if you just PAID, you'd get support" is a) unhelpful, b) redundant and c) kind of disrespectful.
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@ Nathan Elke: (added later)
Hello Nathan Elke,
Unfortunately, we cannot understand your information. The questions you have asked and your accusations require clarification.
You have already been advised of correct requests for Avira customers with a purchased licence, yet you have continued to submit new tickets to SUPPORT (!).
You have already been provided with the Avira Community Guidelines on 05.03.2023 for information, the access requirements for support have been made available to you and should therefore be known to you. See our information already provided for you:The Avira Community is not a direct support channel!
Premium customers with a valid licence and correct registration - the reference number of the purchased licence - can contact the Avira support team directly from the Avira customer account under ‘SUPPORT’; by email, support chat and (in some cases) telephone.
This has already been communicated to you.Here to your question: ‘Why to Avira people bother answering posts in this community forum, only to say “we can't answer your question here, as this is the community forum, and not a support area”?
Because there is no other answer than to explain to the user of the licence that there is no support for him! This is only possible for Avira customers with correct registration and a reference number for the purchased licence!Your ‘hey, if you just PAID, you'd get support’ is a) unhelpful, b) redundant and c) kind of disrespectful.’ As an Avira licence customer with a reference number and correct registration, you have direct access to support from your customer account!
Your description applies to unnecessary attempts to contact support without prior purchase and registration of the licence! It is astonishing to us that various tips from the digital assistant Mark are disrespectfully ignored by licence-less Avira users in the chat.
The digital assistant Mark points out: "Hello, I'm Mark, your digital assistant. ‘I am here to help, but my assistance is limited to your subscription level." and ’If you have an account, please log in for premium support services.’
This note can be overlooked once, but not several times with 2 (!) different email addresses - pointless attempts to log in to Avira Support without a licence!
Once more: The Avira Community is not a direct support channel!‘Since we, as forum users, KNOW we are forced here by not paying for support, ...’
Unfortunately, this KNOWLEDGE is ignored again and again, even after it was pointed out in the support chat by the digital assistant Mark!
Insults even follow - more than kind of disrespectful(f... you)!A forum can be used as a casual exchange of experiences. User instructions in the forum are not binding. Binding instructions for correcting your installation (PWM) are only possible via Support. Access to your installation is only possible from there.
With personal information about the licence, processing with the Avira Support is required by law. Personal data is not permitted in the public forum.
The Avira Community is subject to the strict requirements of the GDPR and can only be processed in accordance with the requirements of the General Data Protection Regulation. Questions about the Avira installation can only be answered via your purchased licence GDPR-compliant by e-mail via Avira Support.In the descriptions of the paid Avira licences, free access and contact to Avira Support via telephone, chat and e-mail is indicated.
In the Avira Free version, this access is neither displayed nor offered in order to avoid unnecessary waste of time with pointless attempts to contact support.Due to the merging of the various software manufacturers, there is no longer a community available for users of the free version in various countries! There will no longer be any a) unhelpful, b) redundant and c) kind of disrespectful answers in a publicly accessible Community forum
Best regards and have a nice weekend
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@ Nathan Elke: (added later)
Hey Elke. The use of this ! Public Forum ! is free! The Avira Community is NOT a direct Support Channel.
That‘s what it says in the Avira Community Guidelines. You even got the rule with a link. If you can read - you have a real advantage :-) Ignoring guidelines doesn‘t work.0 -
Hm. I reread the guidelines, and I >think< I see the issue. :)
In the guidelines, one of the first lines is "Welcome to the Avira Community! Avira Community is a place where great people meet to share ideas and offer support for Avira products and other related topics." Soon after it says "The use of this public forum is free of charge.The Avira Community is not a direct support channel"
So it's VERY clear that a) it's free b) it's not a way to get direct support and c) it's for exchanging ideas and offering support. Which is why the messages from the digital assistant seemed redundant and unhelpful; what it was saying had already been stated clearly.
So here's where my confusion lies...with most software, especially games, there is support from the company, and there are forums where USERS exchange ideas and ask questions OF EACH OTHER, >including< things like "I'm having this problem with the software..." and if other USERS have had the same issue, they can say "Oh, I did this and this..." A good example is EA Games, where you can ask for support from the company on their site, or there's a link to the Community Forum, ALSO hosted on their site, where people talk to each other.
Now, with the fact that the Community Forums had a link on the Avira site, I thought that meant THESE forums were the same thing, especially with the introduction saying it's a place for "great people meet..." I assumed that mean the great people who are users. :)
So, it seems, from the two responses to my post above, that this community is NOT, in fact, like that; it's not a place for USERS to exchange questions and hear if other users have knowledge that can help, this is a Community Forum for people to...put out public messages for the company? I'm still unsure on the exact nature of this forum...the guideline document doesn't seem to be explicit on that. But anyway, if the forum is NOT a place for users to post questions for other users to answer, then it seems like the forum should be ONLY for users who have paid up support plans, and it signing in and use of the forum should be restricted accordingly. The fact that ANYONE can sign into the forums made it seem like it was a place for user-to-user communications.
Or am I misinterpreting the responses above? If the forums are, indeed, for users to communicate with users, as I initially thought, then we get back to the Digital Assistant responses that I commented on; someone posting a question on the software in the forum is NOT an attempt to contact Avira Support for answers, it's an attempt to talk to Avira USERS to see if they have the same issues and/or can offer a solution from their experience using the software. I actually wouldn't've expected Avira Support to answer ANY messages posted here, if it's a community forum for user-to-user communication, which is why I found the message reminding people they can pay for support, well, intrusive on a USER-based forum.
So, if my initial assumptions as to the actual purpose of these forums is wrong, then I apologize, but again, in that case I'd suggest access to the forums be restricted to those with paid support plans. If my assumptions on the forum's purpose are correct, however, then I hope this explains why I find the digital assistant comments confusing/inappropriate.
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