Avira: Planned Scan not working

Completed

Gaai Chia

• June 16, 2022 06:59
• Edited

My Phone: Android 9 Huawei Nova 3i

Version of Avira: 7.13.1

There are two situations happening recently with Avira Antivirus:

1) I set the time for a planned Scan, but Avira does nothing when the time is reached.

2) Avira starts the scan on time, but the progress bar in the notification always stucks at zero percent, when I clicked that notification, no scanning is shown on the Avira app. Note that the notification showing "The scan will be completed shortly" keep existing for hours even no scan is running.

 

P.S.: I have reinstalled the app for times.

Yes 0 No

• 

  pascha45

  • June 16, 2022 09:59

  Hello Gaai Chia,

  You are writing here in a public forum. Unfortunately, we do not have access to your account and your installation. Based on your description, we can't get an idea of the problem.

  Premium customers with a valid license can contact the Support Team 
  directly from their customer account under "Support", also under
  https://my.avira.com/en/dashboard/support/tabs/support
  or
  https://support.avira.com/hc/en-us scroll down to Contact 

  At the support, you can enter your installation, and it can be checked there. Since you have already carried out a new installation several times, it would be advisable to check your installation. Thank you for your understanding.

  If something is still unclear, please let us know, we will be pleased to help.

  Many greetings

  Yes 0 No
• 

  Gaai Chia

  • June 16, 2022 15:12
  • Edited

  I really like Avira so I will consider buying the product! And I hope the support team can then solve my problem. May I ask my last question, which is, can the Customer Support Option be unlocked by purchasing ANY of the Avira plans? Thank you.

  Yes 0 No
• 

  pascha45

  • June 16, 2022 15:33

  Hello Gaai Chia,

  Every subscription purchased in the Avira online shop is assigned to a customer account, which is always assigned to the email address used for the purchase and is automatically activated under this email address.

  Please log in to your Avira customer account with the access data (email address and the password you selected) that you used when purchasing the license:

  https://my.avira.com/en/dashboard/home

  
  Your license will then be displayed at:
  https://my.avira.com/en/dashboard/subscriptions/tabs/plans
  and can be installed from there.

  You can also contact the support team directly from there under "Support".

  If something is still unclear, please let us know, we will be pleased to help.

  Many greetings 

  Yes 0 No
• 

  Gaai Chia

  • June 16, 2022 23:08

  So, am I correct that Premium Customer Support is included in Avira Security Pro?

  Yes 0 No
• 

  pascha45

  • June 17, 2022 07:50

  Hello Gaal Chia,

  please have a look at the descriptions already given:

  Every subscription purchased in the Avira online shop is assigned to a customer account, which is always assigned to the email address used for the purchase and is automatically activated under this 
  email address.

  You can also contact the support team directly from there under "Support".

  Again: 
  Premium customers with a valid license and correct registration can contact the support team directly from the customer account under "Support".

  It should be answered now.

  Many greetings

  Yes 0 No
• 

  Gaai Chia

  • June 17, 2022 09:11

  I get it now, thanks for your explanation!

  Yes 0 No

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