Troubleshooting when AVG Account cannot connect with your device to send remote commands via Anti-Theft

Follow the steps in this article if your AVG Account cannot connect to your Android device when you try to send remote commands via Anti-Theft. To use these instructions, you need to have direct access to your device.

Refer to the steps in the sections below in order:

Verify the connected AVG Account

1. Open AVG AntiVirus for Android and tap ☰ Menu (three lines) ▸ Anti-Theft.
2. Tap Web control on my.avg.com.
3. Verify that the email address under You are connected as is linked to the AVG Account that you used to send the unsuccessful remote command. If it is not, tap Sign Out ▸ Email. You can then enter login credentials for the correct AVG Account, and tap Log In AVG Account.

AVG AntiVirus for Android is now connected to the correct AVG Account.

If your AVG Account still cannot connect with your Android device to send remote commands via Anti-Theft, follow the additional instructions below.

Re-enable Anti-Theft

1. Open AVG AntiVirus for Android and tap ☰ Menu (three lines) ▸ Anti-Theft.
2. Tap the On slider at the top of the screen so that it it changes to Off.
3. Tap Continue at the bottom of the screen to re-enable Anti-Theft.
4. Restart your Android device.

If your AVG Account still cannot connect with your Android device to send remote commands via Anti-Theft, follow the additional instructions below.

Clear Anti-Theft data

1. In your web browser, log out of your AVG Account.
2. On your Android device, open Settings and search for Device admin, then open Device admin apps.
3. Deactivate the Device admin permission for AntiVirus.
4. On your Android device, open Settings and select Apps, then tap AntiVirus.
5. In the Storage section, tap Clear data.
6. Open AVG AntiVirus for Android and tap Get Started ▸ Basic Version.
7. From the main app screen, tap ☰ Menu (three lines) ▸ Anti-Theft.
8. Tap Continue, and follow the on-screen instructions to enable Anti-Theft.
9. On the main Anti-Theft screen, ensure the email address under Web control on my.avg.com is linked to the AVG Account that you use to control the device remotely.
10. In your web browser, sign in to your AVG Account using the email address that appears under Web control on my.avg.com.

Your AVG Account should now connect with your Android device to send remote commands via Anti-Theft.

Further recommendations

If the instructions above did not resolve your issue, contact AVG Support. For detailed instructions, refer to the following article:

• Contacting AVG Support via the contact form included in AVG mobile apps

Joining the AVG Android beta program prevents future issues by ensuring you always have the latest version of AVG AntiVirus for Android, including Anti-Theft. For detailed instructions to join the program, refer to the following article:

• Joining the AVG Android beta program