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8. FAQ, Tips<br />

This chapter contains important information on troubleshooting and further tips on using<br />

your Avira product.<br />

� see Chapter Help in case of a problem<br />

� see Chapter Shortcuts<br />

� see Chapter Windows Security Center (Windows XP and Vista) or Windows Action<br />

Center (Windows 7)<br />

8.1 Help in case of a problem<br />

Here you will find information on causes and solutions of possible problems.<br />

� The error message The license file cannot be opened appears.<br />

� The error message Connection failed while downloading the file ... appears when<br />

attempting to start an update.<br />

� Viruses and malware cannot be moved or deleted.<br />

� The status of the tray icon is disabled.<br />

� The computer is extremely slow when I perform a data back-up.<br />

� My firewall reports Avira Realtime Protection and Avira Mail Protection immediately after<br />

activation.<br />

� AviraMail Protection does not work.<br />

FAQ, Tips<br />

� There is no network connection available in a virtual machine (e.g. VMWare, Virtual PC,<br />

...) if Avira FireWall is installed on the host machine and the security level of Avira FireWall<br />

is set to medium or high.<br />

� Virtual Private Network (VPN) Connection is blocked, if the security level of Avira FireWall<br />

is set to medium or high.<br />

� An email sent via a TLS connection has been blocked by Mail Protection.<br />

� Webchat is not operational: Chat messages will not be displayed<br />

The error message The license file cannot be opened appears.<br />

Reason: The file is encrypted.<br />

To activate the license, you do not need to open the file, but rather you save it in the<br />

program directory. See also Chapter License Manager.<br />

Avira Professional Security - <strong>User</strong> <strong>Manual</strong> (Status: 30 Mar. 2012) 61

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