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Consumer Products => Avast Mobile Security => Avast Mobile Security for Android => Topic started by: James Z on December 28, 2018, 07:35:13 PM

Title: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: James Z on December 28, 2018, 07:35:13 PM

Activity Log notes the following: "Virus definitions update failed. Downloading of VPS failed".
Need help troubleshooting. Have tried uninstall / reinstall with no success.
Mobile and/or internet connection ok.

Avast Antivirus - Mobile Security & Virus Cleaner (version 6.15.1-319370-97613f4)
Phone: LG-M327 (LG Xcharge) Android 7.0
Purchased Pro Yearly Subscription on 12/24/2018 Google Play Store.

Phone Setting Details:
Accessibility Services: Avast Mobile Security ON
Security / Usage Access: Avast Mobile Security ON
Security / Phone Administrators: Avast Mobile Security ON

Avast Antivirus - Mobile Security & Virus Cleaner App:
Settings, Subscriptions shows "Pro Yearly Subscription (yearly) followed by green check mark.

Thank you in advance for your attention.
<Jim>

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: Tereza V. on January 02, 2019, 11:50:41 AM

Hi Jim, there is a bug, we are already working on a fix - the definitions are actually up-to-date, but with a wrong time and date. You are fully protected, no worries.

Title: Re: Virus Definitions Update Failed / Tereza V
Post by: James Z on January 15, 2019, 08:00:24 PM

Thanks for the response Tereza V.

Current Status:
Mobile Security & Virus Cleaner: version 6.15.1g
My Current Virus Definitions Update: 190102
Not been able to update virus definitions beyond 190120.
"Virus definitions update failed. Downloading of VPS failed"

-Regards-  James

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: Tereza V. on January 17, 2019, 10:52:12 AM

We found the cause yesterday, permanent fix will be delivered in version 6.17, thanks for understanding.

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: suzi.callow on January 21, 2019, 10:48:09 PM

I am suffering this problem now. It says it cant connect to internet to update virus definitions. And to check my connection. Which is fine!

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: Tereza V. on January 22, 2019, 10:16:31 AM

Hi, delivering fixes and new versions always takes up some time.
But good news is that we were able to fix the problem earlier than expected and are releasing it in 6.16 version, which has already been available in Beta (public release following in a few days).
If you want to test it or use the Beta version until the public 6.16 is released, please read more about becoming a Beta tester on https://goo.gl/r8UPdZ

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: James Z on January 23, 2019, 02:55:16 AM

 Thanks for the update Tereza.

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: James Z on February 08, 2019, 03:31:11 PM

6.16.4 resolves virus update issue.
Thanks Avast team!
Regards - James -

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: suzi.callow on February 08, 2019, 04:27:05 PM

I'm still having this problem on my 2 mobile devices. I have installed and reinstalled twice with no joy! When it comes originating virus definitions it just says update failed. Unable to connect to the ininternet. But the connection is fine!

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: Tereza V. on February 11, 2019, 10:29:49 AM

Hi suzi, the problem was fixed for version 6.16.4, which was fully released on 8th February (the day you posted your comment). Please check what version you are using now and let me know its number, if the problem persists. Thanks.

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: suzi.callow on February 11, 2019, 10:38:05 AM

Thanks for the response. It seems to be finally sorted. Phew!

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: Tereza V. on February 11, 2019, 11:23:34 AM

Glad to hear that, thanks for confirming!

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: CHRIS248 on February 18, 2019, 01:16:43 PM

I am getting a warning on my mobile devices that the virus definitions are out of date, however when I try to update in settings it says up to date. Strangely one phone is  not affected. Is there a problem?"

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: Tereza V. on February 18, 2019, 03:20:16 PM

Hi, can you please specify what version of the Avast Mobile Security app you are using, and post a screenshot of the update screen? Thanks!

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: CHRIS248 on February 18, 2019, 04:49:02 PM

Hi, the version is 6.15.1-319370-97613f4. I have posted the screenshots I think you wanted. Please ask if you need more info.
Thanks

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: Tereza V. on February 18, 2019, 04:59:21 PM

Thanks, this is a known bug, fixed in version 6.16.

The definitions have actually been up-to-date all the time, only the date in the brackets is wrong. The important number is the first one - "190218" means that your latest virus def database was updated on 18/2/2019 (today).

Version 6.16 has been released to 100% of users by now, so you should be able to fix the problem by simply updating your Avast Mobile Security app.

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: CHRIS248 on February 18, 2019, 06:08:17 PM

Hi, sorry but how do I update my app ? I have done the update in settings already. Please advise
Yhanks

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: ziasfusion on February 18, 2019, 08:59:40 PM

Thank you so much for the fix! I'm so happy that it was an easy resolve for me (and hopefully others).

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: Tereza V. on February 19, 2019, 09:32:42 AM

to CHRIS248: Google Play Store > Menu (three lines in the upper-left corner) > My apps & games > find Avast Antivirus on the UPDATES tab and tap "UPDATE".

Title: Re: Virus Definitions Update Failed / Mobile Security & Virus Cleaner
Post by: CHRIS248 on February 19, 2019, 02:27:34 PM

All fixed now. Thank you very much you are a genius and I have also learnt something new.
Thank you very much
Chris