FAQ, Tips :: Help in case of a problem

Here you will find information on causes and solutions of possible problems.

• The error message Connection failed while downloading the file ... appears when attempting to start an update.

• Viruses and malware cannot be moved or deleted.

• The Tray Icon shows a closed umbrella.

• The computer is extremely slow when I perform a data back-up.

• My firewall reports AntiVir Guard immediately after activation.

The error message Connection failed while downloading the file ... appears when attempting to start an update.

Cause: Your Internet connection is inactive. This is why Avira AntiVir PersonalEdition Classic cannot find the web server on the Internet.

• Test whether other Internet services such as WWW or email work. If not, reestablish the Internet connection.

Cause: The proxy server cannot be reached.

• Check whether the login for the proxy server has changed and adapt it to your configuration if necessary.

Cause: The update.exe file is not fully approved by your personal firewall.

• Ensure that the update.exe file is fully approved by your personal firewall.

Otherwise:

• Check your settings in the $configuration_longname$ (Expert mode) under General :: Update.

Viruses and malware cannot be moved or deleted.

Cause: The file was loaded by windows and is active.

• Update Avira AntiVir PersonalEdition Classic.

• If you use the operating system Windows ME or Windows XP, deactivate System Restore.

• Start the computer in Safe Mode.

• Start Avira AntiVir PersonalEdition Classic and the Avira AntiVir PersonalEdition Classic Configuration (Expert mode).

• Select Scanner / Scan / Files / All files and confirm the window with OK.

• Start a scan of all local drives.

• Start the computer in Normal Mode.

• Carry out a scan in Normal Mode.

• If no other viruses or malware have been found, activate System Restore if it is available and to be used.

The Tray Icon shows a closed umbrella.

Cause: AntiVir Guard is deactivated.

• Click the Activate link in the AntiVir Guard section of the Status tab in the Control Center.

Cause: AntiVir Guard is being blocked by a firewall.

• Define a general approval for AntiVir Guard in the configuration of your firewall. AntiVir Guard only works with the address 127.0.0.1 (local host). An Internet connection is not established.

Otherwise:

• Check the startup type of the AntiVir Guard service. (not Windows 98, ME)
  
  If necessary, enable the service: In the taskbar, select "Start | Settings | Control Panel". Start the configuration panel "Services" with a double-click (under Windows 2000 and Windows XP the services applet is located in the sub-directory "Administrative Tools"). Find the entry "AntiVir PersonalEdition Classic Guard". "Automatic" must be entered as the startup type and ôStartedö as the service status. If necessary, start the service manually by selecting the relevant line and the button "Start". If an error message appears, please check the event display.

The computer is extremely slow when I perform a data back-up.

Cause: During the back-up procedure, AntiVir Guard scans all files being used by the back-up procedure.

• Select Guard :: Scan :: Exceptions in the $configuration_longname$ (Expert mode) and enter the process names of the back-up software.

My firewall reports AntiVir Guard immediately after activation.

Cause: Communication with AntiVir Guard occurs via the TCP/IP Internet protocol. A firewall monitors all connections via this protocol.

• Define a general approval for AntiVir Guard.

AntiVir Guard only works with the address 127.0.0.1 (local host). An Internet connection is not established.

Note
We recommend regularly installing Microsoft updates to close any gaps in security.