Samsung Galaxy S7 Edge; "We are unable to contact your device" Error Message

[REDACTED]

Hi,

I've been using Avast Antitheft (Premium) for quite some time and it has fundamentally worked, but not reliably. It seems to have taken a turn for the worst recently.

I have just purchased two new Samsung Galaxy S7 Edges (SAMSUN-SM-G935A) and installed Avast Antitheft Premium on the devices. Since I've installed it, I have only been able to successfully send a command once. Besides that, I have not been able to record audio, take a picture or get data. for example, I click "record audio" and it says "Trying to contact your device" for about 30 seconds and then it says "We are unable to contact your device." When I go to the "Commands" tab, it says "Record audio stream, 1 minute ago @4:35, !, Command timed out." It seems though the "Locate" function is working, as I see it is updating as it should.

I am using Marshmallow 6.0.1 and Avast Anti-Theft 3.1.7863. Both the devices only have the pre-installed apps on them. As I said, they are both brand new.

I have a Samsung Galaxy Note 5, (SAMSUNG-SM-N920A) using Lollipop 5.1.1, and that seems to be working fine.

Thank you for your help in advance.

[REDACTED]

I have the same problem too. Why none of the administrators can give a hint?

[Asyn]

I have the same problem too. Why none of the administrators can give a hint?

Contact support: https://support.avast.com/support/tickets/new

[REDACTED]

У меня тоже самое стало после обновления. геолокацию не находит(если gps включен тогда находит но это бред)

[Asyn]

Please post English here, else use the forum section for your language.
-> https://forum.avast.com/index.php?board=21.0

[REDACTED]

Yep, similar problem to what I described here - https://forum.avast.com/index.php?topic=189993.0

My Lollipop phone responds sometimes, my Marshmallows cannot be reach at all.