Author Topic: Avast Mobile Security 2018 - Unable to install  (Read 2667 times)

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Offline Erling8

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Avast Mobile Security 2018 - Unable to install
« on: August 14, 2018, 01:01:14 AM »
After update august 1. my Avast disappeared from my phone, and I'm not able to re-install it. I get a message saying that program can't be installed due to a fault "504".
Phone is a HTC One M7
Android version: 5.0.2 (Lollipop)
HTC Sense-version: 6.0
I have a Samsung Galaxy running the same program without problems, Android version: 6.0.1 (Marshmallow).
« Last Edit: August 14, 2018, 11:25:15 PM by Erling8 »

Offline Tereza V.

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #1 on: August 14, 2018, 11:05:40 AM »
Please try to clear the Google Play Store and Google Play Services data, it might help.

Offline Erling8

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #2 on: August 15, 2018, 01:19:11 AM »
I completely removed Avast from my Google Play collection.
Deleted data in “Google Play Store”
Deleted data in “Google Play Services”
Deleted data in “Download Manager”
Deleted data in “Google Services Framework”
Restarted phone
Tried to install Avast… Still “Error 504”

I have also tried to uninstall my Google Account, restart my phone and re-install my Google Account.
That didn’t help either  :-(

Offline Tereza V.

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #3 on: August 16, 2018, 04:58:41 PM »
Hi, so we have successfully reproduced the issue and there really is a bug. It should be fixed in about 2 or 3 weeks in version 6.12.1, thanks for your patience.

Offline Erling8

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #4 on: August 18, 2018, 12:14:10 AM »
Thank you very much Tereza  :)

Offline Cíöcneli

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #5 on: August 22, 2018, 08:53:23 PM »
Hi, so we have successfully reproduced the issue and there really is a bug. It should be fixed in about 2 or 3 weeks in version 6.12.1, thanks for your patience.

Having the same problem on my HTC Device. Also Avast Cleanup can't be installed. Neither by GooglePlayStore nor by download on the avast.com website. Install fails after downloading getting error -504. The Link in the error message for help/support is un-clickable.

HTC One
HTC Sense Version 6.0
Software Number 7.19.401.51
HTC SDK API Level 6.55
Android 5.0.2

Avast Mobile Security 2018 and also Avast Cleanup were both installed 2 weeks ago. It appeared suddenly with an "Unable to update - Error -504" message via Google PlayStore. Deinstalling ande reinstalls not successful.

Please provide a fix/patch/workaround for HTC Users. ASAP. Thank you, developers.

Kaspersky's similar free product is installed without problems, but is not my first choice. But it solves temporarely this "buggy" problem for me on my device.
« Last Edit: August 22, 2018, 08:55:28 PM by Cíöcneli »

Offline Tereza V.

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #6 on: August 23, 2018, 09:38:37 AM »
Hi, thanks for reporting the issue, we have already started the 6.12.1 version staged roll out (at the moment released to 1% of users).

Offline Cíöcneli

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #7 on: August 24, 2018, 06:57:30 PM »
Hi, Tereza V.,
thank you for your response and the information.

Offline Erling8

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #8 on: August 29, 2018, 01:24:56 AM »
Hi Tereza
I'm afraid there must be another bug!
I'm still unable to install ver. 6.12.1 & 6.12.2  :'(

Offline Tereza V.

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #9 on: August 29, 2018, 04:26:38 PM »
The staged roll-out is not complete yet - the 6.12 version has been released to 10% users at the moment. You can try to become a Beta tester (more on https://goo.gl/r8UPdZ) or wait a few more days.

Offline Erling8

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #10 on: September 14, 2018, 12:12:13 AM »
Hi again Tereza

This problem is beginning to be annoying!

I have tried to install ver. 6.12.1, 6.12.2 and now latest 6.12.3 (updated september 4.), everytime preparing by:
Completely remove Avast from my Google Play collection.
Delete data in “Google Play Store”
Delete data in “Google Play Services”
Delete data in “Download Manager”
Delete data in “Google Services Framework”
Restart phone

I'm a happy user of Avast on my Samsung and my stationary computer, but I would appreciate a lot if you could please provide a solution that will work on my HTC phone?

Offline Tereza V.

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #11 on: September 14, 2018, 07:28:53 PM »
Hi, sorry to hear that. I will ask my colleague to contact you - he is the best in finding solutions for such mysteries ;) He will get back to you after the weekend.

Offline Rickard L.

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #12 on: September 18, 2018, 10:39:26 PM »
Hi
I have the exact same problem.
Also, the same phone and software versions as Cíöcneli, i.e.
HTC One
HTC Sense Version 6.0
Software Number 7.19.401.51
HTC SDK API Level 6.55
Android 5.0.2

/Rickard

Offline Tereza V.

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Re: Avast Mobile Security 2018 - Unable to install
« Reply #13 on: September 19, 2018, 07:37:38 PM »
Hi, two days ago Google has managed to fix the -504 error (instalation/upgrade), the fix will be included in build pluginu 3.3. As soon as it is released, we will fix the issue on our side. Thanks for your patience.
« Last Edit: September 19, 2018, 07:40:41 PM by Tereza V. »