Troubleshooting Common Scanning Issues
General, independent guidance for common scanning, installation, and subscription issues. For product-specific or account-specific problems, contact official support.
A scan is taking a long time
A full threat scan checks far more than a quick scan and naturally takes longer, especially on large or older drives. Closing other resource-heavy programs during a scan can help it finish faster.
Installation fails or hangs
Try running the installer as an administrator, temporarily disable conflicting security software during installation only, and confirm you downloaded the installer from the official source.
Conflicts with another antivirus program
Running two full real-time security engines simultaneously can sometimes cause performance issues or false conflicts. Check official guidance on which product should handle real-time protection if you want to run both.
Real-time protection shows as disabled
Check the application's dashboard for a status indicator, confirm your subscription is active if using a paid tier, and try restarting the application or the device if the toggle won't stay enabled.
A scan result looks like a false positive
Research the specific flagged item before assuming it's definitely a threat — legitimate files are occasionally flagged incorrectly, especially newer or less common software. When in doubt, look up the exact file name rather than removing it blindly.
Subscription or activation issues
Check your account's subscription section for current status and expiration date. For billing disputes or refund questions, contact official support directly rather than a third party.
Browser extension not blocking anything on a specific site
Check the extension's per-site controls to confirm protection is enabled for that particular site, and confirm the extension itself is up to date.
Unsure whether a pop-up or renewal notice is legitimate
Be cautious of unexpected pop-ups or emails pushing an urgent purchase or claiming your computer is already infected. When in doubt, go directly to the official website rather than clicking a link in an unexpected message.
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