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    pascha45

    Hello Sandra,

    You are writing here in the Avira Community, a publicly accessible forum. Unfortunately, we have neither access to your customer account nor to your installation. With the information provided to us, we cannot understand your issue.
    We have noticed that you have also contacted support and have already created tickets there.
    Premium customers with a valid license, correct registration and subscription reference number can contact the support team directly from the customer account under "SUPPORT".
    Questions about the license or the installation can only be handled by the support team via your customer account by email in accordance with GDPR.
    The publicly accessible Avira Community is unfortunately not a way to contact Avira Support directly.
    See the Avira Community Guidelines:

    Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira

    Thank you for your understanding.

    Kind regards

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