I am trying to contact my phone from the Avast website, but it is a no go. The device is listed on the website and is marked as secured, but any attempt to contact it (Request location, text it, call it, etc.) it displays “We were unable to contact your device”.
Phone: Nexus 4
OS: Android Lollipop (Version 5.0.1).
Avast Mobile Security: Version 4.0.7871
Avast Anti Theft: Version 3.0.7118
Maybe not compatible with Lollipop?
I am having the same issue.
Purchased anti-theft premium license yesterday. My Avast has not updated on website. Last communication was in August when I installed free version and does not show that I have Premium License.
Does show correct phone ID.
Waited 24 hours for refresh on website, still nothing.
All anti-theft functions are greyed out.
Samsung Strat 2
Android 4.1.2
anti theft 3.0.7650
thank you
Google has changed a lot in Lollipop, amongst it is turning off old GCM.
Avast is working really hard to make everything in the mobile versions compatible with Lollipop.
Quiet a lot of things are already working.
But there is a lot of legacy code in the applications that have to be removed/changed and that is a time taking process.
Just have patience.
It should work now. Please in case of these troubles ensure, that antitheft is running on your device.
Still does not work. In Anti-Theft on the phone, “Enable Anti-Theft” is checked. Under Settings > Apps > Running on the phone, “Avast Mobile Security” is listed (There is nothing that specifically has the phrase “Anti-Theft” if that matters). Anti Theft is also listed as “ON” on the website. The last time I tested this according to your logs was on 10-20-2014 and at that time I was able to successfully communicate with my device. I upgraded to Lollipop 5.0.1 on 12-11-2014.
Note that I am not having the same problems as the person who hijacked the thread.
Still having these problems? Any change?
So I just tried it and it still does not work from the web to the phone.
So I tried a test from the phone by selecting “Fix connection problems”. A message came up that communication failed. Not sure why, but figured I would try it one more time and this time it stated that it did not find any issues, and on the web site the “Last communication” changed to “just now”.
So I went back and tried again to communicate from the web to the phone and this time it worked
So, unless “Fix connection problems” really fixed some kind of problem, I have zero confidence that this feature will work if my phone is lost or stolen, which of course would be my #1 priority. Reading through the forums and on the web I am further discouraged.
On a side note, every time I upgrade the Android OS on my phone I lose root (as would be expected) and even though I immediately re-root, Anti Theft loses its root installed hard reset protection. The only way I have been able to restore the hard reset protection is to uninstall and re-install Anti-Theft. Then I have to set up the Anti-Theft settings all over again. Needless to say that is getting real, real old, especially with all the Android updates.
Yet another problem with the website to add to the list. When I call my phone from the website it locks up my phone until the call times out. The phone goes black except for the navigation buttons and the notification bar, and none of the navigation buttons work. Normal incoming phone calls do not exhibit this behavior. Nice.
When I call my phone from the website it locks up my phone until the call times out. The phone goes black except for the navigation buttons and the notification bar, and none of the navigation buttons work. Normal incoming phone calls do not exhibit this behavior.
– this is expected behaviour; sure you will not want to allow to thief end the call you triggered from web site.
So I tried a test from the phone by selecting “Fix connection problems”. A message came up that communication failed. Not sure why, but figured I would try it one more time and this time it stated that it did not find any issues, and on the web site the “Last communication” changed to “just now”.
So I went back and tried again to communicate from the web to the phone and this time it worked
So, unless “Fix connection problems” really fixed some kind of problem, I have zero confidence that this feature will work if my phone is lost or stolen, which of course would be my #1 priority. Reading through the forums and on the web I am further discouraged.
– this feature really does nothing about fixing the settings, just trying to test send some testing packages here and there to assure, your connectivity is OK. In case the connectivity is not OK, this test will fail. As you can see, this is not really problem of application, but connectivity itself.
On a side note, every time I upgrade the Android OS on my phone I lose root (as would be expected) and even though I immediately re-root, Anti Theft loses its root installed hard reset protection. The only way I have been able to restore the hard reset protection is to uninstall and re-install Anti-Theft. Then I have to set up the Anti-Theft settings all over again. Needless to say that is getting real, real old, especially with all the Android updates.
– AFAIK upgrading Android it means, that you are deleting cache and system data placed in system storage (or you do not?) - in this case you really can not expect the backup will exists when you deleted it through the updating process.
Thanks for explaining all that. I have no idea why I can now communicate again from the web site to the phone because I didn’t change anything, but it is what it is.
Magic!
Oh there was my Gremlin.
I already was looking for him. ;D
I also got the problem with my Nexus 4 (5.0.1) that any command i try on the website is going to be timed out.
Also when I try to fix connection problems in anti theft app it says it can not receive any message from the server. But on the website my device is listed properly and any information seems to be fine like battery status, last communication and so on.
My device is rooted and anti theft is also installed as root installation.
I think the problems started with the update to Android 5.0, but not 100% sure.
Any suggestions?
We are working on new version of antitheft, which will contain updated GCM libraries. In this moment I can not say what wrong - it is possible to disconnect and reconnect the device?
looks like this problem is something that will never be fixed.
We are in 2016 and the problem persists.
I bought this app and it simply doesn´t work.
No command works from the website and I can´t find the “Fix connections problem” command the user was talking that solved the problem.
Does any one has a clue how to fix this website “command timeout” issue?
Thanks.
A lot of things have changed in the past 10 months.
It is not much of use to post in a thread that is dead.
Please start your own one and provide details.
Avast Mobile Security (App on phone) > More Tools > Anti-Theft > Open Avast Anti Theft > Avast Account > Fix Connection Problems
I just tried mine with both the text and call the phone methods from the website and they work, although the call method totally locks up my phone and I have to hard reboot it to get it operational again.