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  • (MS) Miloslav Serba
Matt MMatt M 
A routine scan reported 2 threats found on my HTC 10. SmartSearch and SmithLite have been classified as Malware but are system apps and can't be deleted. I could not find any information on these as threats and no other security software found anything wrong. But I reset to factory settings to be safe. Unfortunately a scan after the reset still marks those as Malware. This leads me to believe the scan is marking them as a false positive but would like to confirm. Thank you.
Best Answer chosen by Matt M
Sreedevi PadmakumarSreedevi Padmakumar (Avast)
Hello Matt,
We regret for the inconvenience caused.
Please submit this issue to our Mobile support team through the following link http://bit.ly/1EC8H4H and choose Yes for the Question "Are you currently using any paid/trial AVG products?" inspite of using the Free version and fill out necessary details and click on Email option.
Our AVG mobile team will reply back to you via email as soon as possible.
Thank you.
Naadia MombergNaadia Momberg 
Unfortunately, I changed sim card when I returned back home. I appears my Anti Theft app kicked in and it required a logon passworld. I think after a couple of unsuccessful attempts my phone has been locked and I cannot even enter a password should l receive it again.

Desparately need to reconnect with my phone.  I did try and phone AVG but did not have much luck. Hopefully this will work and my problem will be solved soon.

Thanaks
Best Answer chosen by Naadia Momberg
AvinashAvinash (Avast) 
Hello Naadia.
Thank you for letting us know. Please wait for the reply from our mobile support team. Thank you.
E KpE Kp 
My alarm used to allow for a few snoozes and then require a bar code scan to turn off. In the last few weeks, though, the alarm immediately says "Max snoozes have been exceeded," although no snoozes were ever allowed. (This alarm should allow five snoozes.) I've tried deleting the alarm and creating a new one, but this behavior persists. I need my snoozes back! Any suggestions? 
Best Answer chosen by E Kp
Balasubramanian SBalasubramanian S (Avast) 
Hello E,

I understand the inconvenience.
This shouldn't happen with AVG.
Let us check the status by reinstalling the app.
You can uninstall Alarm Clock Xtreme in Google Play. Follow these steps:
Open Google Play from the apps screen of your device and search for Alarm Clock Xtreme.
Tap Alarm Clock Xtreme to open the app information page.
Tap Uninstall, then tap OK to confirm the uninstallation.
Barrett MeekerBarrett Meeker 
I changed my SIM card and the AVG app locked my phone.  I got an email with login instructions saying I could login with my gmail account but when I do it says:  "Different devices are registered under your AVG MyAccount.
Please logout and log in again using AVG MyAccount"

But when I try to login using AVG MyAccount  (using the email I got the AVG email at)  it does not work.   I tried asking for a password reset but I never get a reset email.

Please help, I have no phone service :(


Best Answer chosen by Petr Jezek (Avast)
ZbynekZbynek (Avast) 
Hi Barrett,
Plesae try it again it should be fixed now.
Thanks
sagi rajusagi raju 
i change my sim slots, after that it asks for privacy protection password, i forget my privacy protection password, now how can i access my phone, and there is another issue, i uninstall my avg protection app so i even could't open right now in phone, phone gets lock in just 1 min after i switch on my mobile every time.
 
Best Answer chosen by sagi raju
KarthikeyanKarthikeyan (Avast) 
Hello Sagi,

I am sorry to hear that you have problem in your mobile device. To best assist you with this, I suggest you to contact our AVG Mobile support. Please click on the following link ( http://avgclick.me/AVGtechnical ) and fill out your details, select as Android then the name of AVG Program that you installed in your mobile and in description please completely explain about your issue and finally click on Email option. Also when filling out your details choose Yes for the Question "Are you currently using any paid/trial AVG products?" even though you may be using the Free version and fill out necessary details and click on Email option. The AVG mobile team will reply back to you via email with a resolution.
Melva MooreMelva Moore 
I purchased the AVG Ultimate for all of my devices.  I uploaded the App from the Playstore and I see where it is downloading. The download states it is complete.  I cannot open the file.

Where do I go from here?
Best Answer chosen by Melva Moore
Vishnu VardanVishnu Vardan (Avast)
Hi Melva,

We'll help you to get this issue resolved. We suggest you to reinstall the application once again from the play store, then try to open the application and see if the resolves the issue.

Please let us know the status of the issue to help you further.

Thanks,
Vishnu Vardan
Ron DavisRon Davis 
An oh rep activated my avg security on my samsung phone and now I am locked out, how do I find the pin
 
Best Answer chosen by Ron Davis
Priyanga SekarPriyanga Sekar (Sitel)
Hello Ron,

We will help you with the necessary information.

Could you please take a picture of the display with locked screen and attach it here? This will help us to proceed accordingly.

You can post the picture here in your topic. Click on "Answer" & then click on the "Image" [mountain symbol] & follow the instructions.
Richard ŠípekRichard Šípek 
Hello, I am not able to switch on the VPN on my Android cellphone. I have paid the licence, I have tried to switch on and to switch of the "Automatic connection", but the button "OK" at the final screen does not react active is only the button "CANCEL" ("ZRUŠIT" in Czech). I have also switched all authorisations and permissions in my cellphone settings. I attache a screenshot of the problematic screen. Thank you for any help.

   Richard

Problematic screen
Best Answer chosen by Richard Šípek
-980888528-980888528 (Avast)
Hi Richard, 

Please follow the below suggested steps and check if that helps. 
- open your device´s settings
- go to "Apps"
- select "Google Play Store"
- tap on "Storage"
- select "Clear data" and "Ok

- now back to "Apps"
- select "Google Play Services"
- select "Storage"
- tap on "Clear cache"
- also please reset VPN

- open your device´s settings
- go to "Apps"
- select "AVG Secure VPN"
- tap on clear cache and clear data 
- force stop the app
- restart your device and check for the status. 

Share the screenshot of interface if the issue persists. 
 
Cui SuCui Su 
hi all,

how can I update the virus definition for AVG antivirus on Android through USB? the Android device won't be able to have wifi or wireless data connection.

Thanks.
Su Cui
Best Answer chosen by Cui Su
KarthikeyanKarthikeyan (Avast) 
Hello Cui,

The offline virus definition updater is not available for AVG.

You should have an active Internet connection to receive updates for AVG.
Harry SzovikHarry Szovik 
Hi,
 
1) I temporarily changed SIM cards in my phone and my phone's AVG Anti-Theft system asked for the password (or PIN?) I used when I first installed. I thought I typed in what I usually use but it doesn't let me in. I don't even think I set up a password for that at the beginning... But whatever.
I tried all sorts of password combinations in vain, so now my phone is locked through AVG Anti-Theft system and I cannot get in. 

My Wifi is turned on so I get notifications and phone calls even, I just can't process them.
 
2) I logged in my AVG Account on the website, through https://www.avgmobilation.com/, in the hope of trying to manage my phone remotely, but it says: "Sorry, your device, E5823, cannot be controlled using the Anti-Theft web site." 
 
3) I can't even reset the password, which would be convenient, since the phone is mine, it's here with me, I have my AVG account but nothing works.
 
4) I keep on receiving these Break-In Alert emails from the system, with my photo taken by the phone, trying to get my phone back but it won't let me.
 
5) I have since put my old, normal usual SIM back in, my legitimate phone number, but I can't use my phone.
 
Please help me get my phone back.
Thank you so very much.
Harry
Best Answer chosen by Harry Szovik
Harry SzovikHarry Szovik
Okay, solved it through http://www.askmefast.com/HOW_DO_I_UNLOCK_MY_PHONE_IF_I_FORGOT_THE_PASSWORD_FOR_AVG_ANTI_THEFT-qna6874222.html password is limited to 6 characters, so whatever password I was used to type anyway had to be truncated to 6 characters, something I have completely forgotten, and AVG Anti-Theft doesn't tell you that as a reminder...
Thank you for trying to help. Happy Holidays.
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