Unable to send commands from my.avast.com to Anti Theft on Zenfone 3

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Hi all,

I have an ASUS Zenfone 3 and I always used Avast Mobile Security on my other phones before without any issues.
Since I installed Avast Mobile Security with Anti Theft on this phone I am not able to send
any commands via the webpage to the device, doesn´t matter if it´s an SMS,
a "locate" or any else command.
I always get a reply like "It´s impossible to connect to your device".
The reply is that fast that I assume it´s directly being displayed from the code on the web page because it directly appears after clicking on send.
I already re-installed Avast but the problem remains.
Today I tried to solve the problem by purchasing a Pro-License but this doesn´t solve the issue either.
Anyone having a hint for me?
Thank you so much!

[REDACTED]

I have a Zenfone 3 and some commands from the web interface work and some don't.
I am able to get a photo taken and audio recorded to google drive, also command to display message or make a call works.
But the commands to get sms or calls have no effect. There is a message on web interface that the command was delivered to the device but nothing happens.
Should that list of calls or sms show up on my web interface or should it be uploaded to my google drive?

[Tereza V.]

Hi, please try this:
- open the app → tap on Menu → Avast Account → Disconnect → Sign out
- select exactly the same method for login you use on my.avast.com (with Google, Facebook, or E-mail)
- follow on-screen instructions to link the app to your My Avast Account

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Thank you very much for your reply.
I am already connected with the correct account.
I can see general information on the web page via PC like
"last communication" or "battery status".
Nevertheless I followed your instructions and reconnected with my account.

But the result stays the same.
When I click on locate, for example, I "directly" get a message (really directly, not a second after)
that it´s impossible to connect to my device.

I have installed the same software on the phone of my wife (Samsung Galaxy S8)
with her own account and there it works without any issue.

Do you have any more ideas?

Thank you in advance.

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Is there any chance I can open a ticket at Avast for this?
I am paying for the service so someone should treat me like a customer I think.
Forums are nice but they are not professional at any time.

[Tereza V.]

Hi, the colleague in charge of mobile support was on holiday, but came back today and opened a ticket for you rightaway.