Avast WEBforum

Consumer Products => Avast Account (my.avast.com) => Topic started by: tabletmaster on February 03, 2015, 09:56:36 PM

Title: my.avast.com won't open any listed devices
Post by: tabletmaster on February 03, 2015, 09:56:36 PM
I am signed in on my.avast.com and I can't open any of my devices.  For example if I click on my device TAB-003 I just get

"We are sorry, but detailed information for device TAB-003 is currently not available"

The same sort of thing happens with any of the other devices as well.  This has been going on for a couple of days now.  I've tried rebooting, logging out, different browsers, nothing helps.  A call to the support phone number resulted in being told that since this involves tablets I would need to submit a ticket.  A few attempts to submit support tickets just left me with the same ticket page after I clicked 'Submit' with no sign that anything was actually submitted . . .
Title: Re: my.avast.com won't open any listed devices
Post by: TomasP on February 10, 2015, 11:28:33 AM
Hi, sorry for the inconvenience. This may have happened by a temporary service unavailability. This shouldn't persist anymore...
btw: We plan to avoid such errors in the next version.
Title: Re: my.avast.com won't open any listed devices
Post by: OndraM on February 23, 2015, 02:06:58 PM
How many devices do you have connected to your account?
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on April 20, 2015, 04:27:26 PM
I have the same issue, whenever I try to go to any of the registered devices, I get the message "We are sorry, but detailed information for device <name> is currently not available.".
The account has about 170 devices and I need to administer and delete some of them because some are no longer in operation.

Regards
Richard Mansell.
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on April 25, 2015, 05:06:31 PM
Getting 502 bad gateway error when trying to go to account login page can anybody help
Title: Re: my.avast.com won't open any listed devices
Post by: DavidR on April 25, 2015, 06:03:39 PM
Still inaccessible.

Hopefully this will be a temporary issue.
Title: Re: my.avast.com won't open any listed devices
Post by: tabletmaster on July 24, 2015, 05:20:00 PM
This is happening again.  Any/all of the 80+ devices.
Title: Re: my.avast.com won't open any listed devices
Post by: tabletmaster on July 24, 2015, 05:27:10 PM
Logging out and back in again (about 5 times) cleared this issue.
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on March 27, 2016, 07:48:58 PM
im getting same thing  and its march  27 '16  easter i can see anything ideas
Title: Re: my.avast.com won't open any listed devices
Post by: DavidR on March 27, 2016, 08:02:20 PM
im getting same thing  and its march  27 '16  easter i can see anything ideas

Tagging on to a very old topic (9 months) is great as lots of things change and this was resolved since then.

Whilst I have nowhere near the number of devices, details are available for them.

Title: Re: my.avast.com won't open any listed devices
Post by: brook.glyn on June 18, 2016, 07:59:33 PM
I am signed in on my.avast.com and I can't open any of my devices.  I just get

"We are sorry, but detailed information for device xxxxx  is currently not available"
Title: Re: my.avast.com won't open any listed devices
Post by: NoRootNoHoney on September 11, 2016, 11:25:10 PM
same here
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on October 05, 2016, 04:25:52 PM
 I have the same problem. I have got the message when I select my device "DETAILED INFORMATION FOR DEVICE LG-D855 IS CURRENTLY NOT AVAILABLE"
Title: Re: my.avast.com won't open any listed devices
Post by: Eddy on October 05, 2016, 04:35:29 PM
Try it again later.
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on October 11, 2016, 10:04:35 PM
I have this same problem. Can't see details of one of my device. please advise?
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on October 15, 2016, 12:41:33 PM

I try again and again and the issue is still not solved. Has somebody any clue how to solve this issue?
Title: Re: my.avast.com won't open any listed devices
Post by: Eddy on October 15, 2016, 12:51:05 PM
Try it in a other browser.
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on October 23, 2016, 10:14:10 PM
Any updates on this?  Added a new phone, Google Pixel, and I get the detailed information for the device is not available message.  Have waited a couple of days and tried other browsers; same result.
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on October 27, 2016, 03:47:33 PM
I have the problem whatever the browser. Therefore the suggested solution does not work.
Title: Re: my.avast.com won't open any listed devices
Post by: DavidR on October 27, 2016, 05:10:40 PM
I'm still able to see all 4 devices connected to my.avast.com and access the Info section. Still using Firefox as my browser of choice.
Title: Re: my.avast.com won't open any listed devices
Post by: mrobo.mrobo on November 06, 2016, 12:03:28 PM
I got this same problem too, on marshmallow devices 6.0.1, I have 2 same devices one is working and the second dont works get this error: We are sorry, but detailed information for device ......... is currently not available.
Have anyone found solution?
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on November 06, 2016, 08:58:40 PM
Same here. One phone works, the other doesn't and I paid for this crap:

WE ARE SORRY, BUT DETAILED INFORMATION FOR DEVICE IS CURRENTLY NOT AVAILABLE
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on November 12, 2016, 01:09:22 PM

I have been in touch with the customer service and they ask stupid questions, while they just need to see on the site that it does not work. Now I decided to remove Avast and to go for ESET. It has lasted too long and my patience is over. While I was a satisfied (paying) customer ready to recommend Avast, I'm now a very dissatisfied customer that will tell my friends to avoid this buggy software.
Title: Re: my.avast.com won't open any listed devices
Post by: Eddy on November 12, 2016, 01:57:15 PM
Salvator, what is your ticket ID ?
Title: Re: my.avast.com won't open any listed devices
Post by: etofi on November 18, 2016, 07:43:20 AM
I have the same problem. My devices are listed correctly but if I will see details I get the message that there are no information at the moment.
I want to buy the premium version but as long this isn't working I leave it.
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on November 22, 2016, 10:53:49 AM
Salvator, what is your ticket ID ?

My ticket ID is #579283 started on Nov. 4 until Nov. 14 when the agent asks to repeat again the procedure I did on Nov. 4 (uninstall and reinstall, something I did at least 5 times).


Title: Re: my.avast.com won't open any listed devices
Post by: bebuchin on March 10, 2017, 02:02:47 AM
Hello, everything was working fine and then out of the blue I got the "WE ARE SORRY, BUT DETAILED INFORMATION FOR .... IS CURRENTLY NOT AVAILABLE" message on all my devices !!!
Please help,

Thank you.
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on March 14, 2017, 02:34:28 PM
I too have found this issue today.

I removed the app from phone, and also cleared it from devices in the desktop page and now the desktop page will not recognise any new device despite me scanning and adding anti theft.

Sony Xperia XA Model F3111. Option to connect phone to account only tells me to visit the website, the website shows no way to add devices. Avast used to be much easier to deal with than this. What's happened?
Title: Re: my.avast.com won't open any listed devices
Post by: rob.dore on March 16, 2017, 05:45:46 PM
Same for Me. WE ARE SORRY, BUT DETAILED INFORMATION FOR DEVICE SM-G925F IS CURRENTLY NOT AVAILABLE.
All other devices showing up OK. Been like it for some time tried disconnecting/reconnecting, logging out/in,  uninstalling/reinstalling to no avail.
Three days so far since I raised ticket #746827  with NO response.
Get a quick answer when I tweet about it being bad but no follow up, no support and no resolution.

This time tomorrow I'll add feedback to the play store and get going on social media to make other aware.
Title: Re: my.avast.com won't open any listed devices
Post by: rob.dore on March 16, 2017, 05:47:10 PM
You only need to look at the number of reads on this thread to see it's a BIG ISSUE!!!!!!!!!!!!!!

A fix or a refund seem to be the correct course of action.
Title: Re: my.avast.com won't open any listed devices
Post by: DavidR on March 16, 2017, 06:11:40 PM
You only need to look at the number of reads on this thread to see it's a BIG ISSUE!!!!!!!!!!!!!!

A fix or a refund seem to be the correct course of action.

The topic is over 2 years old and the number of reads (Read 6324 times) doesn't equate to 6324 people with this issue in over two years. The my.avast.com will have changed several times in over two years.
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on April 20, 2017, 10:25:57 PM
"We are sorry, but detailed information for devices SM-G930W8 is currently not available"

Can someone please assist?
Title: Re: my.avast.com won't open any listed devices
Post by: toddmaxclay on May 19, 2017, 10:59:12 PM
Getting the same on my Huawei GT3:

"We are sorry, but detailed information for device Huawei...is currently not available"

Does Avast actually read and help on this forum?
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on October 14, 2017, 12:35:40 AM
Having this problem on TWO accounts.  All mobile devices display the error message on both accounts.
Title: Re: my.avast.com won't open any listed devices
Post by: jvlerks on October 14, 2017, 01:22:32 PM
Same problem here.  :-\
Mobile devices with Avast Mobile Security 6.6.0 are OK.
Older devices with older version of AMS give the error message.

Title: Re: my.avast.com won't open any listed devices
Post by: Asyn on October 14, 2017, 03:59:24 PM
Mobile devices with Avast Mobile Security 6.6.0 are OK.
Older devices with older version of AMS give the error message.
Probably best to update to the latest version then...
Title: Re: my.avast.com won't open any listed devices
Post by: ncel76 on October 14, 2017, 05:49:17 PM
Mobile devices with Avast Mobile Security 6.6.0 are OK.
Older devices with older version of AMS give the error message.
Probably best to update to the latest version then...


Same here. Updated and now devices are ok. But antitheft now it's included in one app (you need to uninstall anti-theft app), audio recording doesn't work and all it's under payment. (not a big  problem but should work correctly)
Title: Re: my.avast.com won't open any listed devices
Post by: jvlerks on October 14, 2017, 08:48:21 PM
Probably best to update to the latest version then...
This isn't possible.
Phone has Android 4.0.4. (Yes it is an old one, like his owner  :D)
Version of AMS is 5.12.2.
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on October 16, 2017, 12:29:05 PM
Mobile devices with Avast Mobile Security 6.6.0 are OK.
Older devices with older version of AMS give the error message.
Probably best to update to the latest version then...

no, still same problem, i think in these 2 years avast doesn't learn or do anything about this, i am only registering not more than 10 devices. i can't imagine if this problem occurred in business app wide.
Title: Re: my.avast.com won't open any listed devices
Post by: shoptg1 on October 16, 2017, 03:38:07 PM
I'm having the same problem. My desktop PC displays, but my laptop doesn't.  Lovely. Not. Running Chrome on WIN 10 Home. :(
Title: Re: my.avast.com won't open any listed devices
Post by: avastmobile2 on October 16, 2017, 08:44:20 PM
Just wanted to add my "me too". I too am experiencing this problem since a few weeks. I am having the latest version of Avast (Anti-Theft as well), still getting this message.
Title: Re: my.avast.com won't open any listed devices
Post by: tabletmaster on October 17, 2017, 12:40:14 AM
Wow.  Over 2 1/2 years since I started this thread.  Problem has come and gone since then, but is seemingly stuck now.  Look the error message up in Google and there I am again, right back where I was.

So, yeah, me too.
Title: Re: my.avast.com won't open any listed devices
Post by: Asyn on October 18, 2017, 09:23:31 AM
Info: Thanks for letting us know. We have experienced a corrupted database on the anti-theft backend, which broke the registration between device and server for some users. Turning anti-theft off and on again should fix the issue.
Title: Re: my.avast.com won't open any listed devices
Post by: Jesse, Mobile Product Manager on October 18, 2017, 10:27:06 AM
Hi all, please join the beta group to be the first ones to receive the 6.7.1 update: https://play.google.com/apps/testing/com.avast.android.mobilesecurity


You should be able to immediately fix the problem by doing any of the following:

Please let me know if the issue doesn't resolve itself after you try these steps.
Title: Re: my.avast.com won't open any listed devices
Post by: DavidR on October 18, 2017, 11:24:02 AM
@  Jesse,
Your F.A.Q. link is coming up 404 error.
Title: Re: my.avast.com won't open any listed devices
Post by: jvlerks on October 18, 2017, 02:13:37 PM
Hi Jesse,

All the solutions doesn't work and updating is not possible.
I've an old Android device (4.0.4) with AMS 5.12.2. (Why should I buy a new device when it works fine for me?)
It's sad that I don't have control over all my devices.  Only the devices with the actual version of AMS are visible in My Avast-account.
Title: Re: my.avast.com won't open any listed devices
Post by: tabletmaster on October 19, 2017, 06:25:33 AM
It does look like several of my devices are now showing their details.

And just so DavidR's comment isn't buried:
@  Jesse,
Your F.A.Q. link is coming up 404 error.
Title: Re: my.avast.com won't open any listed devices
Post by: Jesse, Mobile Product Manager on October 19, 2017, 11:45:00 AM
I updated the link, thanks.
Title: Re: my.avast.com won't open any listed devices
Post by: Tomas F. on October 19, 2017, 06:42:19 PM
Hi Jesse,

All the solutions doesn't work and updating is not possible.
I've an old Android device (4.0.4) with AMS 5.12.2. (Why should I buy a new device when it works fine for me?)
It's sad that I don't have control over all my devices.  Only the devices with the actual version of AMS are visible in My Avast-account.

Hi, I assume you use standalone Anti-Theft application. In that case, steps mentioned by Jesse won't help. You need to clear data of the application or replace it with new AMS version with integrated and maintained Anti-Theft module. Since you have device with old android version, clearing data of Anti-Theft standalone is the only solution that should help. Make sure you have stable internet connection during Anti-Theft app setup.

Please let me know if it helped, thanks!

Title: Re: my.avast.com won't open any listed devices
Post by: jvlerks on October 19, 2017, 08:15:42 PM
Hi Tomas,
Indeed separate Anti Theft, version 4.2.0.
Cache and Data buttons are grey (blocked). So I can't reset Anti Theft.
Also impossible to delete or forcing to stop.
I think that support of old versions is over.  :(
Title: Re: my.avast.com won't open any listed devices
Post by: Tomas F. on October 20, 2017, 09:25:17 AM
Hi Tomas,
Indeed separate Anti Theft, version 4.2.0.
Cache and Data buttons are grey (blocked). So I can't reset Anti Theft.
Also impossible to delete or forcing to stop.
I think that support of old versions is over.  :(

Hi, that is expected as Anti-Theft is Device administrator to be able to lock and wipe device safely and prevent intruders to easily uninstall the app.

You just have to go to Security section in Android Settings, find Device Administrators and disable it for Anti-Theft app. Then you will be able to Force stop and Clear data. When you will launch app again, you will grant Device administrator permission during activation process.

I strongly recommend to use Anti-Theft in AMS as it contains important fixes and improvements. However, you will need new device for that :)
Title: Re: my.avast.com won't open any listed devices
Post by: jvlerks on October 20, 2017, 12:56:58 PM
Hi Tomas,

Thanks a lot!
Everything works again and I can see my device in My Avast.
Perhaps an idea to make this workaround pinned, while there are more users with the similar problem.

Grtz,
Arjen
Title: Re: my.avast.com won't open any listed devices
Post by: ACT Overnight on October 20, 2017, 04:39:41 PM
I have 200 devices attached to my AVAST.com account.
All but 7 devices shows this error message "WE ARE SORRY, BUT DETAILED INFORMATION FOR DEVICE XXX IS CURRENTLY NOT AVAILABLE.
I cleared my cookies and cache and tried with IE 11 and Chrome on Windows 7 64 Pro and still no device details are shown.
When will this be remedied?
What can be done to get this working, on my end, for all devices attached to my Avast.com account?
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on November 07, 2017, 08:52:26 PM
Hi, I hope this is the correct thread to ask these questions.
First question is, should I have received an email when I opened my account on avast anti-theft? (clearly my account works as when I opened this page my details were already filled-in).

Second question, when I try to open my.avast.com it just just keeps loading and never reaches the page at my.avast.com/home. (when I first opened the page I chose login with my google account which is the account I used to register).
Title: Re: my.avast.com won't open any listed devices
Post by: Carlos_V8 on November 11, 2017, 10:13:04 AM
WE ARE SORRY, BUT DETAILED INFORMATION FOR DEVICE LOL IS CURRENTLY NOT AVAILABLE.

got this message when I open my desktop account

This new device is a "clone" for the previous one, I mean, I changed my device to a new one and the huawei system itself let me transfer all the data included apps from the old device.

Avast anti thief (just the app) was installed in there, and it is now in my new device, I got full access and control of the app, so how can I step by step fix this problem?

I read the app has to be unninstalled, but there are some steps before that, (permission access) and then reinstalled like new in the all-in-one Avast antivirus.

thats why i got some questions:

-Antivirus is not installed on my device, if I install it, it can fix the problem? i mean the app doesnt unninstall the old version and reinstall the new itself, keeping all the configurations? or i'll have to start from 0?


Android 7.0


Thank you.
Title: Re: my.avast.com won't open any listed devices
Post by: REDACTED on November 17, 2017, 05:13:49 PM
Hi Jesse,
What would be you advice for those whose phone has been stolen already?
I don't think that thief will follow your instruction..
So phone owner that relied on Avast Anti-Theft in such case got nothing to do when it came time to use it?