Scans not working
Terminée
Since around 10 days I have not been able to do full scans or schedule fulls scans with my Antivirus Pro (running windows 11). Also the smart scan results since then say it cannot contact my email to verify. Smart scans and quick scans were working however. Since 2 days I can also not do quick scans either. Before I got a message that something didn't work right and Avira would be informed and a fix would happen soon. Now, if I try either a full or quick scan, the program simply freezes - no info about the problem comes up. Can't escape and have to restart computer to get it to do anything. Updates and smart scan seems to still work. Problem are only increasing and I'm worried my computer might be infected and possibly be attacking the Avira program. WTF do I do now?
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Hello Thomas Bolton,
Unfortunately, you have not told us what you have already done to resolve the problem.
Here is a guide to the repair installation:
Here are the instructions for uninstalling:
After a reboot, the new installation:
Premium customers with a valid licence can contact the support team directly from their customer account under "Support". Unfortunately, we do not have access to your customer account or your installation here in the community. Thank you for your understanding.
If anything is still unclear, please let us know, we will be pleased to help.
Best regards
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I have the exact same issue.
I see others have posted same issue on other posts.
Did Avira change something in the dashboard to cause this?
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I followed the advice given and reinstalled and restarted my computer multiple times - but it didn't solve any of the problems. What next? When the full scans first stopped working I at least got a message that there was a problem and it would soon be fixed. Seems an admission that Avira has a problem - to which no working solution is being given. Now the program just freezes with no response when I try either a full or a quick scan or to schedule a scan.
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Why is my thread showing that it is solved when it is not? The reinstall suggested did NOT help and I cannot do full or quick scans. A bit ridiculous that I should have to upgrade to premium to actually get the paid service I have under Pro to work... I have zero reason to believe I die something wrong or that there is a problem with my only 2 year old computer. Avira is simply not working correctly and I'm not getting any effective solution offered ..
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Hello Thomas,
Here you can find the Avira Community Guidelines:
Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | AviraYou write in your 1st post:
I have not been able to do full scans or schedule fulls scans with my Antivirus Pro (running windows 11).
We have sent you instructions on how to reinstall. We are a public forum, unfortunately we do not have access to your account or your installation from here.
Access to your account and a check of your installation is only possible from support.We have sent you instructions for reinstallation. If this does not solve the problem, an investigation can be submitted by support, which is only possible from there in accordance with GDPR via email.
See our description in our response here:
Premium customers with a valid licence can contact the support team directly from their customer account under "Support". Unfortunately, we do not have access to your customer account or your installation here in the community. Thank you for your understanding.
We regret that we are unable to reproduce your details:
A bit ridiculous that I should have to upgrade to premium to actually get the paid service I have under Pro to work....We have not given you instructions on how to buy, we have given you the direct route to support.
Premium customers (owners of a paid valid license e.g.: Avira Antivirus Pro) can contact the support team directly from the 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 Avira
Again, access to support is available to Premium customers via the channels we specify, we do not have access to your customer account or installation here in the publicly accessible forum. Further investigations are only possible in accordance with GDPR. We had shown you the direct way to the support, as we cannot be of further assistance. This concludes the article for us.
If something is still unclear, please let us know, we will be pleased to help.Kind regards and a nice Sunday
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Avira,
Sorry let me be more clear.
I use the free version of Avira. currently version: 1.1.69.29981.
And over a week ago for some reason when one uses the main dashboard for:
Security/Virus Scans/Scan... nothing happens and in fact it freezes.
I can still do scans using the icon in the system tray.
Has avira changed the program recently? I did download the latest install program from your site,
and run the repair selection.. Nothing changed for the better.
Please advise.
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Update, ok so not sure what changed but I used the same download and ran the repair function.
avira_en_sptl1_3060480499_pm4axren0n5i65buqgyl_wdf
This seems to have worked.
I now have version: 1.1.69.30057
And full scan can run from dashboard again.
Not sure why this didn't work the first time I did the same procedure.
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