Smart Scan error

Terminée

ying leung

• 21 avril 2021 16:06

Every time I tap on the "Smart Scan" button, it always shows "An error has occurred. Try again later" with "OK", then I tap on OK. The screen showing "Scanning for security issues" and underneath, there is a big "Stop" button. At the bottom of the screen, it shows "Preparing..." with a forever spinning arrows at the left. This screen seems to last forever until I tap on the big "Stop" button.

If I go to the "Activity log" in the "Profile" tab, it shows no activity.

Oui 0 Non

• 

  pascha45

  • 21 avril 2021 17:50

  Hello ying leung,

  Since you have not given us any information about your device with the exact BS version no. or about the Avira licence used (Free or Pro, exact details), we can recommend that you uninstall the software and then reinstall it.

  Uninstallation of Avira for Windows – Official Avira Support | Knowledgebase & Customer Support | Avira

  Or a manual reinstallation: How do I perform a manual reinstallation of my Avira product? – Official Avira Support | Knowledgebase & Customer Support | Avira

  Premium customers can contact the support team directly:

  Where do I receive support for my Avira product? – Official Avira Support | Knowledgebase & Customer Support | Avira

  If anything is still unclear, please let us know, we are happy to help.

  Many greetings

  Oui 0 Non
• 

  Mortimer Bickerstaff

  • 1 septembre 2021 00:31

  I am a Avira Prime member. I have the same problem as the above from ying leung. I have a Samsung Galaxy A10e, model SM-A102U. How do I get it to work/scan my phone.

  Oui 0 Non
• 

  pascha45

  • 1 septembre 2021 07:15

  Hello Mortimer,

  Since you are getting the same error messages as in the above post, have you already uninstalled and reinstalled the Prime version or manually reinstalled?
  Please describe exactly how you proceeded with the installation on your Android device. The following is a guide.
  Installation of Avira Security PRO for Android with a Prime license – Official Avira Support | Knowledgebase & Customer Support | Avira
  
  

  If you still have problems installing your Prime license, customers of Premium products with a valid license can contact the support team directly:

  • https://my.avira.com/en/dashboard/support/tabs/support 
  • Or
  • https://support.avira.com/hc/en-us    scroll down to  Contact Avira

  From there, checks of your installation can be initiated, to which we do not have access here from the publicly accessible forum.
  The community is a publicly accessible forum, personal data may and can neither be questioned nor processed here in accordance with the Data Protection GDPR. Support can initiate GDPR-compliant checks of your installation by e-mail, which we cannot initiate here from the publicly accessible forum. Unfortunately, we do not have access to your installation or your customer account.

  Thank you for your understanding.

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

  Kind regards

  Oui 0 Non

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