Avast! Mobile doesn't report program status to my Avast! account

Avast Mobile Security Avast Mobile Security for Android
1

Hello,

Avast! Mobile doesn’t report program status to my Avast! account since Feb. 26. It suddenly stops communication to my account:

http://rt002nf0.eresmas.net/Temp/avast01.png

I’ve tried everything, even uninstalling and reinstalling the product, and no way. Also the “Fix connections problems” option ends without any problem found:

http://rt002nf0.eresmas.net/Temp/avast02.png

But I cannot even disconnect my account to retry. It shows this error message:

http://rt002nf0.eresmas.net/Temp/avast03.png

The malware definitions updates are working, so I’m up to date. Anti-Theft module works well and the communication is correct (I can send and receive commands from my Avast! account to the mobile and back). It’s only the Avast! Mobile Security module communication to my account what is failing…

I also have Avast! installed in my PC and it communicates to my Avast! Account without problems.

Please, do you have any idea on how to fix this?

Thanks and best regards.

NOTE: I’m running Android 4.2.2 in a LG Nexus 4. I’m using latest Avast! Mobile Security version (2.0.3849).

2

I forgot to say that this problem started the same day I upgraded program to latest version from Google Play…

3

Hi,

This is a really weird situation. You say that the communication from AT works, but not from AMS. There’s one way you could try to help us solve the problem. Create an empty file named ‘avast-debug’ in the root of your SD card/phone memory (just connect your phone to the pc and copy the file to it). Then restart your phone, go to AMS and try to unpair. When it fails, go to Settings - About - Feedback, check all the boxes there, fill your email address and send it. Then send me the ticket ID you’ll get in your email. I’ll then look through the logs and try to find the problem.

Thanks,

Ondra

4

Hello,

thanks for answer.

The ticket ID is XUU-467-17591

Thanks and best regards.

5

Hi,

thanks. It seems that the servers are unreachable from your device. Could you please try to disconnect from your account in Anti-Theft as well? Commands work differently than account (dis)connection.

Filip

6

Just trieds to disconnect account from Anti-theft and ir shows the same error: service temporarily unavailable.

Thanks!

7

Hi,

one last thing - can you try pinging one of our servers, for example pair.ff.avast.com? If you know what “adb” is and have it, you can just execute “adb shell” and then “ping pair.ff.avast.com”. If not, you can install some ping app from Google Play (for example https://play.google.com/store/apps/details?id=com.ulfdittmer.android.ping ) and execute the ping to pair.ff.avast.com from there.

Post the results here, please.

Filip

8

No problem. Here you havetheping results:

u0_a79@android:/ $ su
root@android:/ # ping pair.ff.avast.com
PING pair.ff.avast.com (195.39.12.42) 56(84) bytes of data.
64 bytes from r-042-012-039-195.avast.com (195.39.12.42): icmp_seq=1 ttl=50 time=543 ms
64 bytes from r-042-012-039-195.avast.com (195.39.12.42): icmp_seq=2 ttl=50 time=497 ms
64 bytes from r-042-012-039-195.avast.com (195.39.12.42): icmp_seq=3 ttl=50 time=544 ms
64 bytes from r-042-012-039-195.avast.com (195.39.12.42): icmp_seq=4 ttl=50 time=542 ms
64 bytes from r-042-012-039-195.avast.com (195.39.12.42): icmp_seq=5 ttl=50 time=550 ms
64 bytes from r-042-012-039-195.avast.com (195.39.12.42): icmp_seq=6 ttl=50 time=549 ms
64 bytes from r-042-012-039-195.avast.com (195.39.12.42): icmp_seq=7 ttl=50 time=560 ms
64 bytes from r-042-012-039-195.avast.com (195.39.12.42): icmp_seq=8 ttl=50 time=556 ms
64 bytes from r-042-012-039-195.avast.com (195.39.12.42): icmp_seq=9 ttl=50 time=799 ms
^C
— pair.ff.avast.com ping statistics —
10 packets transmitted, 9 received, 10% packet loss, time 9165ms
rtt min/avg/max/mdev = 497.940/571.765/799.146/82.183 ms

Thanks and best regards.

9

I have one question. As I said before it starts after upgrading app from Google Play the past Feb. 26.

Do you have a link to the previous apk to test if it works in my device? Is to discard a possible problem with new built.

Thanks.

10

Sure, you can try from here http://apps.opera.com/en_us/download_avast_mobile_security.html .

Hmm, any chance of you setting up a firewall of some kind on your device? Can you also try it on 3G as well as WiFi?

Filip

11

Hi,

I’ve installed this version and the problem remains.

But it gives me a clue. When I uninstalled the newest version I didn’t uninstall Anti theft app as well. Then I installed the old Avast version and it has almost all my info auto-configured (account name, numeric key, etc…) so I guessed that Avast takes that info from Anti theft app.

So I’ve uninstalled everything and then I’ve installed the latest version from Google Play. Now it asked me for my account name and my password and now it works: a new device appears in my account and the old one has been marked as Archieved.

My guess is that my account info becomes corrupted in anti theft and it’s sharing that corrupted info with Avast.

So now it runs. Next time it happens (if happens again) I will try erasing data from both applications in order to know if it’s enought to solve it.

Thank you very much for your help!!!

12

Hi,

well, we still don’t know what the problem was, but I’m glad it’s working for you now :slight_smile:

Filio

13

Hi, thanks!

Don,t worry. It happens again… but this time I know exactly what I’ve done. I’m running a Nexus device and I’m looking for the best battery friendly kernel. So I’m changing the kernel several times to test… I guess that some Avast account info is connected to kernel info.

This problem is not important because the main Avast services runs well (auto updating definitions or anti theft commands) and I guess that changing kernel is sonething not usual for average users.

Sorry for bothering with this problem.

Thanks and best regards.