Resolving a malware removal issue in Avast Mobile Security

Solution

Resolving a malware removal issue in Avast Mobile Security

In some cases, Avast Mobile Security detects malware but cannot remove it. This is usually caused by the level of permissions granted to the suspicious app or by installing this app on the system level (for example on rooted devices).

To resolve your issue, refer to the following sections:

Resolve a malware removal issue

Find out what may stop Avast Mobile Security from removing a malware and how to fix this issue by reading the information below:

An app is installed on the system level

If an app identified as malware was installed on the system level, for example by one of the previous device users, sellers, etc., neither you nor any security or antivirus app can access and uninstall it. In this case, we advise you to follow these steps:

• Try to disable an app:
  1. Go to Settings ? Apps on your device.
  2. If an app you want to disable is visible on the list, tap it.
  3. Tap Disable to stop an app from running. Rebooting to the Safe Mode may be needed to perform this step.
• If you bought a used mobile device, contact previous owner or seller of the device and explain the issue. It is possible that malware was installed before you started using your device.
• If you bought your mobile device from the official reseller, contact a device manufacturer and explain the issue.

An app received the Device administrator permission

If during the installation, an app received the Device administrator permission, this privilege must be revoked to uninstall this app. Follow these steps to disable the Device administrator permission:

1. Go to Settings ? Security.
2. Select Device administrators.
3. If the app you want to change permissions for is visible, tap it.
4. Tap Deactivate on the next screen to disable the permission.

Once the Device administrators permission is deactivated, you can uninstall the app via the Google Play Store app or via Settings ? Apps on your device.

If none of these methods works, you can report your issue to Avast Support by following steps in the next section of this article.

Report an issue to Avast Support

If the issue still persists, contact Avast Support by following steps in this article:

• Reporting an issue with Avast Mobile Security to Avast Support

Prevent malware infection

If you want to keep your device free of malware, we recommend the following:

• Always buy your mobile phone from a trusted seller.
• Ensure your Android system is always up to date.
• Use an antivirus or a security app to protect your device.
• Avoid installing apps from unknown sources.
• Check apps permissions before installation.
• Do not change default system settings if you do know what they are for.
• Be careful while transferring files.
• Do not open attachments and links from suspicious or anonymous senders before a security check.