FAQ

Updated for version 2.9

Help Topics

Introduction:
AV product differences
Android Operating System differences
Tablets
Download and installation

The Remote Management (Anti-theft service) :
General information
Web site
The service options
Device locating

Understanding the Product
List of features
Configuration options

Security
Rooted devices
Understanding the Scan Results

General Questions
Licensing & Billing
Beta & Trial
App plug-in
AVG Mobilation Privacy Policy
Obtaining Support

Časté dotazy v českém překladu jsou k nalezení zde

Introduction

Does my smartphone need Anti-Virus software?

Today, smartphones can do many things that we are used to our computers doing for us - even catch viruses and other malware. With millions of users storing all types of sensitive information on smartphones and using them to surf the Web, read emails, and do different financial transactions like online shopping, it's not surprising that cyber criminals are sending out viruses and malware that target smartphones.

Smartphones can also become part of cellular botnets. These are networks of compromised mobile devices which, upon a command sent to them from a command & control server, can launch a distributed-denial-of-service (DDoS) attack in order to try and shut down the cellular carrier's network with an overload of fake traffic. Such attacks are pretty common on the Internet, where "captive" computers are used to flood a targeted web site with so much traffic that the web server cannot handle it and crashes, thus, the web site becomes unavailable.

Malware can find its way onto smartphones through the same attack vectors by which it infiltrates computers - Opening an email attachment; clicking on potential malicious web link; or downloading what's advertised as a ringtone, picture or other file type, can infect a smartphone with virus or malware. With so many apps available today for smartphones on different app stores all over the Internet, and so many people downloading and installing them just-like-that, smartphones have become a very attractive ground for virus and malware writers.

Therefore, the answer to the above question is both simple and obvious - Yes.

What is this app?

AVG Mobilation Anti-Virus is a best-of-breed security app for mobile devices like smartphones and tablets. The app's core purpose is to protect the mobile device from all kinds of security threats and malwares which are becoming more and more popular in the mobile domain.

AV product differences

What is the difference between AV Free, AV Pro, AV Trial-To-Pro?

The table below summarizes the differences between the versions

Antivirus Free	Antivirus Pro
File Scanner	File Scanner
Task Killer	Task Killer
App Locker - 14 days trial period	App Locker
Tuneup	Tuneup
App Backup - 14 days trial period	App Backup
N/A	Spam and Scam
Wipe personal data	Wipe personal data
Safe Web Surfing	Safe Web Surfing
N/A	Extended email support by support agent
Advertisements	Free of Ads

Note:
Anti-Virus Trial-To-Pro is identical to Anti-Virus Pro but only limited to 30 days of use from the date of installation.

Android Operating System differences (feature requirements)

Which features are supported by what Android version?

The table below summarizes the dependency between different features and the Android versions

Feature name	Android OS requirement
App Backup	1.6 or higher
Tuneup	From 2.x
Remote Locate	2.1 or higher
Remote lock	2.2 or higher
Remote wipe	2.2 or higher
Location service	2.1 or higher

Tablets

Is AV for Tablet identical to AV for mobile phones?

From the security point of view - Yes. However, there are few app features that might not work or partially work on a Tablet because there are models that do not support GPS connectivity and / or telephone service.

The app features are:

1. Website "Mobile Control Panel" service

2. SMS scanning

Download and installation

From where can I download and install the app ?

There are 2 main options from where to download and install the app

Option 1 - Android Market (Recommended). Please follow this procedure:
1. From the mobile device, launch Android Market app
2. Search for 'avg mobilation' (without the quotes)
3. From the search results, tap the AV product you wish to download and install.
4. Follow the rest of the instructions seen on screen

Option 2 - From avgmobilation.com web site. Please follow this procedure:
1. Open the device settings > "Application" and make sure that 'Unknown sources' is enabled.
Note: Some mobile devices may not have this option available. In this case, please follow the procedure described in option 1 above.
2. From the mobile device, launch the web browser and surf to http://www.avgmobilation.com/products
3. On the 'Products' web page go to "Select a product" section and choose the AV product you wish to download and install

The Remote Management (Anti-theft service)

General information

What is the purpose of this service ?

AVG Mobilation developed this service in order to assist and support the product users in case the device is lost or was stolen.
The service allows the users to find, locate, lock/unlock and wipe the device remotely via the web interface.

How do I register to the service?

Launch the app menu > Remote > Registration and enter your Google account email.
Upon successful registration the following message will be visible on the device

How do I login to the service?

Surf to www.avgmobilation.com and login to the "Remote Management" service

Note:
Login should be done using the same Google account email used for the device registration.

I am trying to register my device to the "Remote Management" service and I get an error message that the registration failed. What should I do ?

There are 2 main reasons why device registration can fail:

1. Communication problem between the device and the Internet



2. Registration server overload



In case one of these messages appear, there is no immediate need to re-try the registration process because the app has a mechanism that will try 3 more times
to complete the registration process once communication is established or the registration server is less loaded.
It is highly recommended to login to the service in order to make sure that the registration was indeed completed successfully

Web site

Are all the "Remote Management" features supported by all the mobile phones Android OS versions ?

No, the table below lists the dependency between the "Remote Management" service features and Android OS version

Feature name	Android OS requirement
Locate	2.1 or higher
Lock	2.2 or higher
Wipe	2.2 or higher

I registered successfully to the service. Which notification emails are sent to the user?

Upon successful registration to the service, an automatic email is sent to the email address used for registration. In this email the user gets a general explanation and instructions how to work with the service

How many devices can be managed using the same login?

All the mobile devices that are registered to the same account can be managed using the same login.

Why do I get service message "You have no registered devices"?

This message appears in one of the following scenarios:

Scenario #1 - The user tries to login without first registering the device.
Solution: Make sure to successfully register the device prior to the login.

Scenario #2 - The user is logged to the service with a different account then the one used in the device registration process.
Solution: Click 'Sign in with a different user' and re-login using the correct account (the account you used on the device registration) credentials.

The service options

Shout - By sending this command to your device, it will sound an alarm helping you finding the device.

Locate - By sending this command to your device it will send its location to the "Mobile Control Panel" web server
Note: Various technologies are used in order to display the device location. However, we cannot guarantee 100% accuracy of the device actual location.

Lock - By sending this command to your device it will be locked against misuse and protected by password.
This option also allows the user to edit and send 'Lock message' to the device.
For example, "This device belongs to .... please call...."

Unlock - By sending this command to your device it will remove the lock screen

Wipe - By sending this command to your device it will Wipe all personal data and format the SD
Note: Be careful, this action cannot be undone!

Scan - By sending this command to your device it will start scanning it for security threats.

Remove device - By sending this command to your device, the device will be removed from the service

What is 'Location service'?

Enabling this checkbox allows the device to send its current location to the "Mobile Control Panel" service

Notes:

1. By default this checkbox is disabled. Upon registration to the "Mobile Control Panel" it is automatically enabled. Disabling it again will prevent the device from sending its location data to the service.

2. In case the device OS is not compatible with the service the following system message will appear:
   "Location service is not supported on current OS version"

What is 'Edit lock message'?

Tapping this option opens the editing screen which displays 3 lines for customized lock message.

Device locating

How does the "Remote management" locate the device ?

The device current location is calculated using one of the following technologies:
1. GPS
2. Cell Tower ID
3. WiFi Network

Upon sending a 'Locate' command from the web site to the device, the device sends back location data to the service.
The service processes the information doing the best effort to present the device most accurate location on the map for that given time.
Please note carefully that the presented location is always approximate and 100% accuracy cannot be guaranteed .

Notes:

1. In order for the locating service to work, on the app's 'Remote' menu, make sure 'Location service' is enabled.
2. In order for the GPS to send accurate data to the service, sky view is required.
3. In order for the WiFi network send data to the service, the following checkbox should be enabled: Device settings > Location and security > "Use wireless networks"

Understanding the Product

List of features ("Tools" menu item)

What is "File Scanner"?

This feature enables security file scanning. The scanning target can be set to different storage locations / folders on the device.
For example:

• SDCard
• Root
• Downloads
• Pictures
• Music
• Video

After scanning path was selected, it is also possible to scan specific subfolder(s) or file(s). The scan result is displayed when the scan is complete.

What is "Task Killer"?

This feature allows users to kill (stop) an application in case the device gets slow or stuck. Users are able to close running applications within a single tap.

What is "Tuneup"?

'Tuneup' is a new feature, in BETA, firstly presented in version 2.9 of the app
The purpose of 'Tuneup' is to aggregate different system parameters and properties into one single centralize view that helps the user better understand and control the system performance.

Few of the parameters are:
1. Battery meter
2. Storage usage
3.Apps installation size and location

What is "App Locker"?

This feature allows users to lock and protect one or more applications by password against misuse. Thus, a protected application cannot be launched by an unauthorized entity because it is necessary to enter a password in order to launce it.

The feature also offers password recovery option by email to a valid email address that was entered while setting up the password.

Notes:

1. For AV Free users, this feature is available for 14 days of trial period

2. For AV Pro users, this feature is fully operational

Can I protect the device general settings?

Yes, by using the 'App Locker' you can lock the access to the device setting.

What is "App Backup"?

This feature provides an option to backup applications to the SD card. Later, the backed-up applications can be restored to the device when required.

Note:The feature does not backup personal information related to the apps like passwords, notes, links etc. and/or apps settings like Android Market automatic update notifications.

What is "Wipe Personal Data"?

This feature allows deleting different types of information stored on the device.
Note that this action is irreversible - once performed, the wiped data cannot be recovered.
The user can choose wiping data by storage or type:

• SD card - Format the SD card
• Wipe Device - This option is the same as "Factory data reset"
• Wipe Data by app - Deletes Call logs, SMS, MMS, sync account and browser data

What is "Spam and Scam"?

This feature allows users to mark SMS messages as spam and report websites as scam.

Note: This feature is available for AV Pro users only.

Configuration options ("Settings" menu item)

What is "Update Now"?

This feature offers manual update of the security signatures. If no new update is available, the user is informed that the latest updates are installed.

What is "Update Frequency"?

This option allows the user to define the schedule for security signature updates.
The available values are:

• Once a day
• Once a week
• Never

What is "Auto-Scan Frequency"?

This setting allows users to schedule the device scanning. The available values are:

• Once a day
• Once a week
• Never

What is "Real-Time Scanner"?

This option enables or disables the real time monitoring of the device activities.
Note that this option must be enabled in order to use other app features like the 'App Locker' and
'Safe Web Surfing'. Therefore, It is recommended to keep it enabled.

What is "Scan Text Messages"?

This option allows users to enable or disable the mechanism which marks potentially suspicious incoming text message (SMS) as it is received.

The marking of such malicious text message is done by adding text header and footer to the original message body.

Here is an example of such message:

Header text: --Suspicious--SMS-

Original message text: Please send your bank password to *XXXX

Footer text:--Checked by AVG Mobilation Anti-Virus--

Note:
The application only marks the messages. It is up to the user to review each individual marked message and decide if he wishes to delete it. The delete operation itself is done manually by the user.

What is "Safe Web Surfing"?

This feature uses AVG Link Scanner engine to protect the user from malicious web links by checking them while surfing the web. Note that the "Real Time Scanner" should be enabled in order for this feature work.

What is "Languages"?

This option allows the user to choose the application interface language.
The application supports 15 different languages:
English (default), Korean, French, Spanish, Chinese, Dutch, German, Japanese, Russian, Hebrew, Italian, Polish, Portuguese, Arabic, Czech

Rooted device

What is a rooted device?

A rooted device means giving yourself "root", or "super user" (=administrator) access rights. By that, you can access and change the device system files/settings that are normally protect from user modification.

When accessing the operating system with the root credentials, a user can do whatever he likes on the system, more than the device manufacture planned for users to do with the device.

What is the security risk when using a rooted device?

The problem lies in the fact that on a rooted device not only its legitimate user/owner can do whatever he wants but also attackers, who craft viruses and malicious code, can use the system root privileges to do whatever they want. Thus, executing and populating hostile payloads all around. This is why running a rooted device impose a security risk.
It is important to know that official manufactures and vendors of mobile devices, do not ship them to shops for sale rooted and they discourage this activity of rooting device.

If this is potentially a security risk, why don't you fix it automatically?

The app scan will not fix the issue automatically because such fix requires restoring the device nearly to its factory settings i.e. wiping out almost all the data stored on the device. This is an operation the user must decide on by himself.

My device is rooted. What should I do?

It is recommended to contact the reseller, or the shop, where the device was purchased and ask for the device manufacture's official ROM installation (stock ROM) of Android operating system on the device.

Where can I find more info on Android-based malware and viruses?

The latest findings in the arena of mobile security are constantly published by AVG Mobilation security research team in the following web address http://www.avgmobilation.com/securitycenter .
You are welcome to surf to the website and read the latest news from the security front and the professional analysis of the risks.

Understanding the 'Scan Results'

Apps
The scan operation search for potentially malicious apps installed on the device.
Once the security engine identify such app, the user will get an option to uninstall it.

Why uninstall and not just remove the bad part ?
Android operating system is different from a PC operating system. Unlike PC virus that can be cleaned or removed from the bad file,
in the mobile world the only option is to remove(=uninstall) the app itself.

Settings
The scan operation search for potential security risks in the device general settings:

1. "USB debugging" is enabled (Application settings > Development > USB debugging)

What is the potential risk?
The problem lies in this specific mode of connectivity between the PC and the mobile device.
For example, a virus writer can use this connectivity channel to run commands on the PC to be executed on the mobile device or transfer a virus from the PC to the mobile device.

2. "Unknown sources" is enabled (Application settings > Unknown resources)

What is the potential risk?
Android apps can be downloaded from different web sources. Installing an app from an un-trusted source can result in an installation of a fake or malicious app.
When the option is enabled, any app can be installed without control of its origin. Therefore, the recommendation is to download and install only from trusted sources

3. The device operating system runs in "High Privileges" mode. In other words, the devices is rooted.

What is the potential risk?
Please read the FAQ section about Rooted devices

How do I handle these results ?
Upon finding #1 and #2 , the scan results recommends the user to open the device settings and clear the checkbox that enable this specific setting.
In case the app finds that device is rooted, the user is informed about it ( see the section about "Rooted devices").

Content
The scan operation search for potential security risks in the following content types:
1. Files
2. Text messages (SMS)

How do I handle these results?

For type 1 the user will get the option to delete the content.
For type 2 please see the answer to the FAQ What is "Scan Text Messages".

Media
The scan operation search for malicious media files and the user will get the option to delete this specific type of content.

When the scan results point to a potential problem, I also see the option "Do not notify me again" . What is it ?

If the user does not wish to be notified again on a specific finding of the scan operation, he can check the box near the specific result and by that the app will not alert him anymore about it.

General Questions

Licensing & Billing

How do I activate the app license?

Note: This question is applicable for AV Pro, AV Tablet only.

It depends from where the app was purchased, downloaded and installed

Option #1 - Android Market
App that was purchased from the Android Market, does not require license string for activation

Option #2 - Direct purchase from avgmobilation.com website
Upon the purchase, the buyer receives an automatic email reply with the download link and license string for activation

Option #3 - Purchase from 3^rd-party online app stores
App that was purchased from 3^rd-party app stores, does not require license string for activation

Option #4 - Retail purchase (license card)
App that was purchased from a retail shop, dose require license string for activation.

I purchased the app. On how many devices can I install it?

It depends from where the app was purchased:

Option #1 - Android Market
An app that was purchased from the Android Market is bound to Android Market purchase policy

I have a new mobile device. Do I have to purchase the app again?

It depends from where the app was purchased

Option #1 - Android Market
An app that was purchased from Android Market is bound to the Android Market restoring purchase policy

Option #2 - Direct purchase from avgmobilation.com website or 3^rd party app stores.
In this case, since the license is bound to the device, the user will need to re-purchase the app.

Beta & Trial

What is the difference between "Beta" features and "Trial" features?

1. "Beta" is a new, fresh from the lab, feature we launch for field tests, customers review and feedbacks
2. "Trial" is an extra, fully operational feature, bundled in the AV Free distribution of the app letting users try the feature for limited period of time and decide if they wish to purchase it.

App plug-in

What is "App Plug-in"?

App Plug-in is a piece of software that can be purchased, downloaded and install on the mobile device. This is a binary key that revokes a feature's trial period limitation.

Which features require plug-in installation?

For AV Free, the following features require a plug-in installation:
"App Locker", "App Backup". AV Trial-To-Pro also requires app plug-in installation to revoke the trial limitation period.

How do I obtain "Plug-in"?

Upon the end of the trial period, the App plug-in can be purchased, download and installed directly from the mobile device.

AVG Mobilation privacy policy

Where can I read AVG Mobilation privacy policy statement?

Please click here to read it

Obtaining support

What are the available support levels?

AVG Mobilation offers two support levels -

1. AV Free users are welcome to read our FAQ section which is constantly being updated.
   
2. AV Pro / Tablet users are welcome to send us support request via the mobile device and also to read our FAQ section which is constantly being updated.

How do I open a support ticket? (For AV Pro / Tablet only)

Launch the app menu > Help > Contact us. Fill-in the form fields and send it.

Časté dotazy v českém jazyce - FAQs in Czech Language

Potřebuje můj smartphone anti-virový software?

Pomocí smartphonů dnes můžem dělat mnoho věcí, na jaké jsme zvyklí u našich počítačů – smartphony ale také mohou být napadeny viry a další malwarem. Používáme je k ukládání osobních informací, surfování na webu, čtení e-mailů, ale také pro různé finanční transakce. Proto není překvapující, že kyberkriminálníci rozesílají viry a malware zaměřené na „chytré telefony“. Malware se může dostat do smartphonu stejnými způsoby, jako proniká do počítače - otevřením e-mailu, kliknutím na potenciální škodlivý webový odkaz, nebo stahováním něčeho, co je inzerováno jako vyzváněcí tón, obrázek nebo jiný typ soubor.

Rozdíly mezi AV Free, AV Pro a AV zkušební/testovací verzí

Anti-virus Free	Anti-virus Pro
Prověřování souborů	Prověřování souborů
Task Killer	Task Killer
Uzamknutí aplikace (14-denní zkušební verze)	Uzamknutí aplikace
Tuneup	Tuneup
Záloha aplikací (14-denní zkušební verze)	Záloha aplikací
N/A	Spam a falešné stránky
Smazání osobních údajů	Smazání osobních údajů
Bezpečné procházení webu	Bezpečné procházení webu
N/A	E-mailová podpora
Zobrazování reklam	Reklamy nejsou zobrazovány

Poznámka: AV skušebná verze je identická jako AVG Pro, jediným rozdílem je limitace zkušební verze na 30 dní ode dne instalace.

Vzdálená správa (zabezpečení proti krádeži)

Služba Vzdálená správa („Remote Management“) umožňuje uživatelům najít, vyhledat, zamknout, nebo odemknout přístroj a smazat data na dálku přes webové rozhraní v případě, že je zařízení ztraceno nebo je odcizeno. Registrace: V nabídce App > Dálkové > Registrace zadejte svůj Google e-mailový účet.Po úspěšné registraci uvidíte na zařízení zprávu: Úspěšně zaregistrováno: váš_účet@gmail.com. Pro přihlášení do služby použijte „Remote Management“ login na www.avgmobilation.com a použijte stejnou e-mailovů adresu, s jakou jste se registrovali.

Chybová hláška vzdálené správy: Registrace selhala

Pokud se vám zobrazila chybová hláška o tom, že registrace selhala, může to být ze dvou důvodů:

1. Komunikační problémy mezi vašim mobilním zařízením a Internetem.
2. Registrační server je přetížen.

V případě, že se zobrazí takovéto hlášení, není bezprostředně nutné znovu zkoušet registrační proces - protože aplikace samotná má mechanismus, který to zkusí ještě 3 krát. Pro dokončení registrace to zkuste prosím znovu později, po navázání Internetového spojení, nebo až bude zatížení registračního serveru menší. Doporučujeme zkusit přihlášení ke službě hned po registraci, s cílem zkontrolovat, že registrace byla opravdu úspěšná.

Chybová hláška vzdálené správy: Nemáte žádné registrované zařízení

Tato chybová hláška se může objevit při jednom z následujících scénářů:

1. Uživatel se snaží přihlásit ke službě, ale předtím se do služby nezaregistroval. (Řešení: zaregistujte se prosím do služby, a poté se zkuste přihlásit znovu).
2. Uživatel se do služby přihlásil pod jiným účtem, než pod kterým se do služby zaregistroval. (Řešení: klikněte na „Přihlásit jiného uživatele“ a přihlaste se pod účtem, který byl použit pro registraci k službě).

Možnosti služby Vzdálená správa

• Shout – odeslání tohoto příkazu přístroj spustí alarm, který Vám jej pomůže najít.
• Locate – po přijetí tohoto příkazu zašle přístroj jeho umístění na "mobilní Control Panel" server. Poznámka: používají se různé technologie k zobrazení umístění zařízení. Nicméně, nemůžeme zaručit 100% přesnost aktuálního umístění přístroje.
• Lock - Odesláním tohoto příkazu bude přístroj zamknutý proti zneužití a chráněn heslem. Tato volba taky umožňuje uživateli upravit a odeslat "textovou zprávu" do přístroje, například: "Toto zařízení patří .... prosím volejte ...."
• Unlock - Odesláním tohoto příkazu se zařízení odemkne.
• Wipe– odeslaním tohoto příkazu se smažou veškeré osobní údaje a zformátuje se SD karta. Poznámka: tato akce je nevratná, po smazání dat už není možná jejich obnova.
• Scan – po odeslání tohoto příkazu se spustí skenování mobilního zařízení.
• Remove device– odesláním tohoto příkazu bude zařízení odstraněno ze služby Vzdálené správy.

Seznam funkcí AVG Mobilation a jejich popis

• Prověřování souborů: tato funkce umožňuje bezpečnostní skenování různých souborů (SD karty, stažených souborů, obrázků, hudby, atd). Cíl skenování lze nastavit, můžou to být různé úložiště a složky, podsložky a soubory.
• Task Killer: umožňuje uživatelům vypnout aplikaci v případě, že reaguje pomalu nebo se úplně zasekne.
• Tuneup: nová funkce zatím v beta verzi. Účelem této funkce je agregovat různé systémové parametry a vlastnosti do jednoho centralizovaného pohledu, který pomáhá uživateli lépe pochopit a kontrolovat výkon systému (např. baterii, velikost instalovaných aplikací a jejich umístnění, atd)
• Uzamknutí aplikace: umožňuje chránit aplikace pomocí hesla. Ztracené nebo zapomenuté heslo může být zasláno na platnou e-mailovou adresu, která byla zadána při nastavení hesla. Poznámka: Pro uživatele Free verze je tato možnost k dispozici pouze 14 dní, v rámci zkušebního období. Pro uživatele AVG Mobilation Pro je tato funkce plně přístupná.
• Záloha aplikací: poskytuje možnost zálohování aplikací na SD kartu. Tato funkce nezálohuje osobní informace jako jsou hesla, poznámky, odkazy, atd.
• Smazat osobní údaje: funkce umožňující vymazat různe typy informací uložených v přístroji (např. všechny informace uloženy na SD kartě, kompletní smazání informací na přístroji, nebo záznamy hovorů, SMS, MMS, atd). Tato akce je nevratná, vymazaná data není možné obnovit.
• Spam a falešné stránky: možnost označení SMS zpráv za SPAM a označení web stránek za SCAM. Poznámka: funkce dostupná pouze pro uživatele Pro verze.
• Aktualizovat: funkce, která nabízí manuální aktualizace bezpečnostních podpisů.
• Frekvence aktualizací: plán pro aktualizaci bezpočnostních podpisů lze nastavit na „jednou za den“, „jednou za týden“ nebo na „nikdy“.
• Frekvence skenování: skenování přístroje je možné nastavit na následující hodnoty: „jednou za den“, „jednou za týden“ a „nikdy“.
• Real -Time skenování: zapíná nebo vypíná skenování zařízení v reálnem čase. Tato možnost musí byt povolena, aby bylo možné používat funkce jako třeba „Uzamknutí aplikace“ nebo „Bezpečné procházení webu“, proto doporučujeme mít tuto funkci povolenou.
• Bezpečné procházení webu: tato funkce využívá AVG LinkScanner na ochranu uživatele před škodlivými odkazy na webu, které jsou kontrolovány během surfování na webu.

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