Troubleshooting, 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.

Reason: Your Internet connection is inactive. No connection to the web server on the Internet can therefore be established.

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

Reason: The proxy server cannot be reached.

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

Reason: 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.


Viruses and malware cannot be moved or deleted.

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

  • Update your Avira product.

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

  • Start the computer in Safe Mode.

  • Start the Configuration of your Avira product (expert mode).

  • Select System 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 status of the tray icon is disabled.

Reason: Avira Real-Time Protection is disabled.

  • In the Control Center click Status and enable the Real-Time Protection in the PC Protection area .


  • Open the context menu with a right-click on the Tray Icon. Click Real-Time Protection enable.


Reason: Avira Real-Time Protection is blocked by a firewall.

  • Define a general approval for Avira Real-Time Protection in the configuration of your firewall. Avira Real-Time Protection only works with the address (localhost). An Internet connection is not established.


  • Check the startup type of the Avira Real-Time Protection service. If necessary, enable the service: In the taskbar, select Start > Settings > Control Panel. Start the configuration panel Services with a double-click (under Windows XP the services applet is located in the sub-directory Administrative Tools). Find the entry Avira Real-Time Protection. Automatic must be entered as the startup type and Started as the 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.

Reason: During the backup procedure, Avira Real-Time Protection scans all files being used by the backup procedure.

My firewall reports Avira Real-Time Protection

Reason: Communication with Avira Real-Time Protection occurs via the TCP/IP Internet protocol. A firewall monitors all connections via this protocol.

  • Define a general approval for Avira Real-Time Protection. Avira Real-Time Protection only works with the address (localhost). An Internet connection is not established.

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

Webchat is not operational: Chat messages are not displayed; data are being loaded in the browser.

This phenomenon may occur during chats, which are based on the HTTP protocol with ‘transfer-encoding: chunked’.

Reason: Web Protection checks the sent data completely for viruses and undesired programs first, before the data are loaded into the web browser. During a data transfer with ‘transfer-encoding: chunked’, Web Protection cannot determine the message length or the data volume.

Help in case of a problem