FAQs, Tips :: Troubleshooting

Here you will find information on causes and solutions of possible problems.

• The error message The license file cannot be opened appears.

• The error message Connection failed while downloading the file ... appears when attempting to start an update.

• Viruses and malware cannot be moved or deleted.

• The status of the tray icon is disabled.

• The computer is extremely slow when I perform a data back-up.

• My firewall reports AntiVir Guard and AntiVir MailGuard immediately after activation.

• AntiVir MailGuard does not work.

• An email sent via a TSL connection has been blocked by MailGuard.

• Webchat is not operational: Chat messages will not be displayed

The error message The license file cannot be opened appears.

Reason: The file is encrypted.

• To activate the license, you do not need to open the file, but rather you save it in the program directory of Avira AntiVir Premium.

The error message Connection failed while downloading the file ... appears when attempting to start an update.

Reason: Your Internet connection is inactive. This is why Avira AntiVir Premium cannot find the web server on the Internet.

• Test whether other Internet services such as WWW or email work. If not, reestablish the Internet connection.

Reason: The proxy server cannot be reached.

• Check whether the login for the proxy server has changed and adapt it to your configuration if necessary.

Reason: The update.exe file is not fully approved by your personal firewall.

• Ensure that the update.exe file is fully approved by your personal firewall.

Otherwise:

• Check your settings in the Avira AntiVir Premium Configuration (Expert mode) under General :: Update.

Viruses and malware cannot be moved or deleted.

Reason: The file was loaded by windows and is active.

• Update Avira AntiVir Premium.

• If you use the operating system Windows XP, deactivate System Restore.

• Start the computer in Safe Mode.

• Start Avira AntiVir Premium and the Avira AntiVir Premium Configuration (Expert mode).

• Select Scanner :: Scan :: Files :: All files and confirm the window with OK.

• Start a scan of all local drives.

• Start the computer in Normal Mode.

• Carry out a scan in Normal Mode.

• If no other viruses or malware have been found, activate System Restore if it is available and to be used.

The status of the tray icon is disabled.

Reason: AntiVir Guard is deactivated.

• In Control Center, click on the section Overview :: Status, find the field AntiVir Guard and click on the Enable link.

Reason: AntiVir Guard is being blocked by a firewall.

• Define a general approval for AntiVir Guard in the configuration of your firewall. AntiVir Guard only works with the address 127.0.0.1 (localhost). An Internet connection is not established. The same applies to AntiVir MailGuard.

Otherwise:

• Check the startup type of the AntiVir Guard service. If necessary, enable the service: In the taskbar, select "Start | Settings | Control Panel". Start the configuration panel "Services" with a double-click (under Windows 2000 and Windows XP the services applet is located in the sub-directory "Administrative Tools"). Find the entry "Avira AntiVir Guard". "Automatic" must be entered as the startup type and "Started" as the status. If necessary, start the service manually by selecting the relevant line and the button "Start". If an error message appears, please check the event display.

The computer is extremely slow when I perform a data back-up.

Reason: During the back-up procedure, AntiVir Guard scans all files being used by the back-up procedure.

• Select Guard :: Scan :: Exceptions in the Avira AntiVir Premium Configuration (Expert mode) and enter the process names of the back-up software.

My firewall reports AntiVir Guardand AntiVir MailGuard immediately after activation.

Reason: Communication with AntiVir Guardand AntiVir MailGuardoccurs via the TCP/IP Internet protocol. A firewall monitors all connections via this protocol.

• Define a general approval for AntiVir Guard and AntiVir MailGuard. AntiVir Guard only works with the address 127.0.0.1 (localhost). An Internet connection is not established. The same applies to AntiVir MailGuard.

AntiVir MailGuard does not work

Please check correct functioning of AntiVir MailGuard with the aid of the following checklists if problems occur with AntiVir MailGuard.

Checklist

• Check whether your mail client communicates with the mail server via IMAP. This protocol is currently not supported.

• Check whether your mail client logs in on the server via Kerberos, APOP or RPA. These verification methods are currently not supported.

• Check whether your mail client logs in on the server via SSL (frequently also known as TSL - Transport Layer Security). AntiVir MailGuard supports SSL, but without scanning the encrypted emails for viruses and unwanted programs. The condition for this is that connection is made via port 995 and not via the normal POP3 port 110. This port is also frequently referred to as "Alternate port". Most email servers also support SSL via this port.

• Is the AntiVir MailGuard service active? If necessary, enable the service: In the taskbar, select "Start | Settings | Control Panel". Start the configuration panel "Services" with a double-click (under Windows 2000 and Windows XP the services applet is located in the sub-directory "Administrative Tools"). Find the entry "Avira AntiVir MailGuard". "Automatic" must be entered as the startup type and "Started" as the status. If necessary, start the service manually by selecting the relevant line and the button "Start". If an error message appears, please check the event display. If this is not successful, you may have to completely deinstall Avira AntiVir Premium via "Start | Settings | Control Panel | Add or Remove Programs", restart the computer and then reinstall Avira AntiVir Premium.

General

• AntiVir MailGuard does not currently support the so-called IMAP (Internet Message Access Protocol), i.e. if your email program communicates with the email server via this protocol, you are not protected against viruses or unwanted programs.

• POP3 connections encrypted via SSL (Secure Sockets Layer, also frequently referred to as TLS (Transport Layer Security)) cannot currently be protected and are ignored.

• Verification to the mail server is currently only supported via "passwords". "Kerberos" and "RPA" are not currently supported.

• Avira AntiVir Premium does not check outgoing emails for viruses and unwanted programs.

Note
We recommend regularly installing Microsoft updates to close any gaps in security.

An email sent via a TSL connection has been blocked by MailGuard.

Reason: Transport Layer Security (TLS: encryption protocol for data transfers on the internet) is not supported by MailGuard at this time. The following options are available for sending the email:

• Use a different port from port 25, which is used by SMTP. This will bypass monitoring by MailGuard

• Turn off the TSL encrypted connection and disable TSL support in your email client.

• Disable (temporarily) monitoring of outgoing emails by MailGuard in the configuration under MailGuard::Scan.

Webchat is not operational: Chat messages are not displayed; data are being loaded in the browser.

This phenomenon may occur during chats, which are based on the HTTP protocol with 'transfer-encoding= chunked’.

Reason: WebGuard checks the data sent completely for viruses and undesired programs first of all, before the data are loaded into the web browser. During a data transfer with ’transfer-encoding= chunked’, WebGuard cannot determine the message length or the data volume.

• Enter the configuration of the URL of the web chats as an exception (see Avira AntiVir Premium Configuration: WebGuard::Exceptions).

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