[Solved] AMS keep crashing / rebooting

[NON]

Hello,

I replaced my smartphone and installed AMS on it, all I got is repeating "Avast is protecting you" notification message and it seems AMS keep crashing (and rebooting) in a minute.
My smartphone has Android 4.2.2 (I know, it's quite old) and it has factory reseted. Not rooted.
Uninstall and reinstall AMS does not help at all.
Is there any other things to try?

For now I installed AVG and it seems working, while Avira did not (same rebooting loop as Avast).

Thanks.

[vianello_85]

I think you have version 6.1.3?
Have you tried installing the previous version, 6.1.2?
I ask you this because my tablet medicom (android version 4.1.1), sometimes crashes with avast 6.1.3.

[NON]

Thanks for the suggestion. I tried version 6.1.2 but still have an issue.

[Tereza V.]

Hi, if the app offers to "Send report" after it crashes, please send it.

If it doesn't, please send us the following details:
- type of your device
- Android verison
- kernel version (to be found in "About phone" section)
- information, if you use any custom ROM
- and whether your device is rooted

We will then try to reproduce the issue in our lab, thank you very much in advance.

[NON]

Hello Tereza, thanks for the reply.

Hi, if the app offers to "Send report" after it crashes, please send it.

It isn't, but I found "Report" button under Apps -> Running -> AMS so I sent a report from there.


- type of your device
Type: SH-07E
It has LTE mobile connection, through SIM card I'm using only allows data connection (does not have SMS / telephone function).

- Android verison
4.2.2

- kernel version (to be found in "About phone" section)
3.4.0
build@Sharp #2
Thu Oct 16 10:57:58 JST 2014

- information, if you use any custom ROM
Not on my own.
I don't know the phone manufacturer (SHARP Corporation) did some customizes or not.

- and whether your device is rooted
Not rooted.

[Tereza V.]

Hi, unfortunately we have not been able to replicate the issue, BUT in the middle of next week we are going to release a new update (Avast Mobile Security 6.3), which contains some important bugfixes. There is a chance it could work on your device, so please try to wait till next week, thanks.

[NON]

Thanks for the checking. I expected this is not a common issue, or there will be more reports about it.

Today I cut off network connection by removing SIM card (and microSD card just in case) from the phone and installed / launched AMS again. Surprisingly this time AMS opened, although it crashed with the "Send report" dialogue, so I sent it.
I will also send you GUID just in case.

What happened before:
1. Install AMS
2. Launch AMS
3. Tap "Continue"
4. AMS just closes, "Avast Mobile Security" notification repeatedly appears in every few seconds

What I did today:
1. Install AMS
2. Remove SIM card (and microSD card) (network connection cut off)
3. Launch AMS
4. Tap "Continue"
5. AMS crashed but left opened, sent Crash report via Wi-Fi (network connection resumed)
6. Disable File Shield
7. Insert SIM card (and microSD card) again
8. AMS seems working

It looks like AMS somehow failed to connect to the server on its first launch and fell into rebooting loop.
I also noticed that the number of running services related to AMS is reduced drastically (originally it showed 5 or 6 services and kept rebooting, now it is only 3).

I'll keep monitoring what happened next.

[NON]

It's FILE SHIELD causing this. I just enabled File Shield and now AMS is on rebooting loop again.

Update: It's microSD card. Unmounting microSD card stopped AMS rebooting loop.

Update2: Scanning all storage (including microSD) also results in closing AMS. No loop happened though.

[Tereza V.]

Hi, we found your GUID and the crash in Crashlytics. Good news is that the problem is fixed for the upcoming version 6.3 (Beta by the end of this week, public release a few days later).

[NON]

Thanks, for now I disable File Shield to prevent reboot loop. I'll test new version when available.

[NON]

Hi Tereza, is version 6.3 released? I can't see any update information in Google Play...

[Tereza V.]

Hi NON, some complications occured, so a part of users already has 6.3, but in the meantime we started rolling out version 6.4.2. At the moment it has been rolled out to 10% of users, it will go to 100% next week.

[NON]

Thanks, I'll wait some more weeks.

I can see latest AMS apk is available via unofficial store, so if official update does not come to me within these weeks I'll use it and check the bug is fixed or not.

[Tereza V.]

Feel free to use the Beta version, which contains the bugfixes, find more on goo.gl/5AVSFJ

[NON]

Feel free to use the Beta version, which contains the bugfixes, find more on goo.gl/5AVSFJ

Thanks, I'll try it out.