I am still at a loss as to which thread or support team I need to address. My AVG Unlimited Zen product on my Win10 PC continues to give me the message that for one of my Android devices I should "Run First Scan" and Anti-Theft "Not Protected". It says Cleaner "Partially Tuned Up", and Privacy "Protected".
However, on the device, now correctly identified as on AVG Pro since Mar. 13th, my scans and definitions are up-to-date, and my Anti-theft is active. Indeed, from my Win10 PC, I can successfully "locate" and "shout" for this device.
It would be so fine if my Win10 would agree with actual communications with this particular Android device. (No problem with my wife's almost identical Samsung phone).
I am still at a loss as to which thread or support team I need to address. My AVG Unlimited Zen product on my Win10 PC continues to give me the message that for one of my Android devices I should "Run First Scan" and Anti-Theft "Not Protected". It says Cleaner "Partially Tuned Up", and Privacy "Protected".
However, on the device, now correctly identified as on AVG Pro since Mar. 13th, my scans and definitions are up-to-date, and my Anti-theft is active. Indeed, from my Win10 PC, I can successfully "locate" and "shout" for this device.
It would be so fine if my Win10 would agree with actual communications with this particular Android device. (No problem with my wife's almost identical Samsung phone).
To Mr. Joyson Regis and Mr. Balasubramanian and others:
Please add the following to your knowledge base, so that you will minimize your giving out incorrect or misleading advice:
The Windows 10 Unlimited Zen device management page shows error messages on issues that may no longer be present. The messages do not automatically clear when the issues they describe have been fixed.
In my case, a device error message showed up as "Scanning" and "Updating virus definitions"…each saying "waiting for device to respond". Your advice was to go to the AVG mobile or Android support team and follow instructions.
What I did finally, and instead, was to select "cancel" for the two procedures described above. Lo and behold, the error messages on my Windows 10 Unlimited Zen page disappeared. The original issues on one of my Android devices had been corrected several days ago, and all was working fine. Except the Win10 AVG Unlimited Zen error message fault.
1) So instead of repeatedly telling people to go to the AVG Android Support team, ask them at some point to select "cancel" on each error message procedure to see if correction had already taken place.
2) Suggest to the AVG Development team to automate the update of Zen error messages when the related correction has taken place.
I too am interested in providing positive feedback which will improve the customer experience for AVG products.
Thank you.
David A. Kelly
David, In future please try to keep the whole conversation in one question/thread to speed up any resolution. To keep everything together you should have posted in your main topic (https://support.avg.com/answers?id=906b0000000DfvEAAS).
AVG Guru
I wonder if the AVG Win10 team and the AVG Android team know how their responses are identified as being from one or the other?
My issue to restore AVG Pro to one of our Android devices has been successfully resolved. I did get sufficient advice from AVG Support Community and AVG Customer Care as support@help.avg. I had repeatedly followed the route through Contact AVG Support - AVG Phone Number, and Chat Support, but none of the responses were identified as being from the AVG mobile team.
I may have consumed or wasted the time of support representatives because I was unable to identify who I was dealing with. My time is also valuable.
Clarification of identity would help everyone,
Thank you again,
Dave Kelly
Hello David,
Please note that this Community deals mainly with the technical queries regarding AVG Windows products. AVG Android support is provided through email only. 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.
Thank you.
Hello David,
We are sorry for the inconvenience caused.
We understand that message appears on the AVG Zen interface installed on your PC, However the message is about the Android device connected to your Zen network this is the reason we suggested to contact Mobile support to get further assistance.
We request you to remove and add the Android device on your Zen interface and check whether the issue persists.
Thank you for the information, David.
We truly appreciate your efforts in this matter.
Please feel free to contact us if you need any assistance. We work round the clock.
Have a nice day!
Hello David,
We sincerely apologize for the difficulties you are currently experienced and thank you very much for providing this useful information. We would like to inform you that we have escalated this to the responsible department.
Thank you. Joyson, AVG Customer Care.
I came to this thread from asking a question on Google "Can AVG Anti-theft work with an Android tablet that does not have telephone function?" I have not posed this as a question to AVG support of any kind.
My wife lost or had her Samsung Galaxy Tab S2 stolen four days ago. This issue is unrelated to my previous issue, and I have not yet posted it. I got here inadvertantly.
So please, Mr. Alan Binch,
My question above (Win10 link to mobile devices) states that I cannot respond to an email from AVG Android support because I have never received such email. You and others assume that such email exists, but if it does, it gives no indication tht it is from the AVG Android support team.
To Mr. Joyson Regis and Mr. Balasubramanian and others:
Please add the following to your knowledge base, so that you will minimize your giving out incorrect or misleading advice:
The Windows 10 Unlimited Zen device management page shows error messages on issues that may no longer be present. The messages do not automatically clear when the issues they describe have been fixed.
In my case, a device error message showed up as "Scanning" and "Updating virus definitions"…each saying "waiting for device to respond". Your advice was to go to the AVG mobile or Android support team and follow instructions.
What I did finally, and instead, was to select "cancel" for the two procedures described above. Lo and behold, the error messages on my Windows 10 Unlimited Zen page disappeared. The original issues on one of my Android devices had been corrected several days ago, and all was working fine. Except the Win10 AVG Unlimited Zen error message fault.
1) So instead of repeatedly telling people to go to the AVG Android Support team, ask them at some point to select "cancel" on each error message procedure to see if correction had already taken place.
2) Suggest to the AVG Development team to automate the update of Zen error messages when the related correction has taken place.
I too am interested in providing positive feedback which will improve the customer experience for AVG products.
Thank you.
David A. Kelly
Hello David,
We sincerely apologize for the difficulties you are currently experiencing.
We suggest you to repair your AVG Zen by following the instructions in this link https://support.avg.com/SupportArticleView?l=en&urlName=How-to-repair-AVG&q=repair+Avg .
Also please provide us a screen shot of the message so that we can check and assist you better.
Thank you. Joyson, AVG Customer Care.
Hello Joyson Regis,
You copied and pasted that text from your book of standard answers, didn't you?
Other AVG Support responders have told me to stick to the existing communication trail. If you also looked at the trail, you would have noticed, I hope, that what you just texted was entered identically by others days ago. And I followed those instructions. My Android device is on AVG Pro as it should be.
Why are you telling me to go back to the Android support site, when I want the Windows 10 AVG Unlimited fixed?
My problem is with my Windows 10 AVG Unlimited product with its Zen interface.
The screen shots are from my Win10 PC, and it was you, Joyson, that requested those screen shots.
While you were doing other things, I tried adding a new device from my PC Zen. I identified it as an Android type device. My AVG PC sent an email to my account on my Android device, so the communication from AVG/PC/Zen functioned. I followed the instructions to install AVG Free (I should haver stopped before doing that!). That gave me two versions of AVG on my phone. I guessed at which one was the new Free version (in Application Manager it doesn't differentiate, so I picked the one with the slighly smaller file size). I uninstalled it. My phone says it has AVG Pro, it is protected, and it has anti-theft and all that.
Now from my PC, Anti-theft now says "Sorry, your device, SGH-1547C, cannot be controlled using the Anti-theft web site. You can also operate the Anti-theft service by sending text messages (SMS) to your device, for more info click here"…So I screwed up what was working until just a few minutes ago.
I will start again, uninstalling AVG Pro, and free AVG cleaner, removing device from PC Zen, and all the steps that Evangelin Henrystephan of AVG Customer Care. She has been the only one of the crowd who has been helpful.