[SOLVED] Login error on new Android device

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ADMA86
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[SOLVED] Login error on new Android device

Post by ADMA86 » Fri, 23 Dec 2016, 12:11

Hi,

I recently bought a new mobile phone and installed the free version Panda Mobile Security as I also used on my old device with no problems at all.

The problem now is that when I start the application and try to login I get an error saying the app can't login to my account. I have no problem logging in using the browser on the phone or using my computer. Also when I try to enter a wrong password I get the error that my password or username is incorrect so some kind of communication is happening - it just won't let me login!

I have been to the account management site on my computer and looked if I could somehow deactivate the old device (which has been reset and sold off) in the hopes that it might be a limitation that you can only have X amount of devices on a free account. Unfortunatly I did not find such a function... The only thing I found was the device tracking feature and I deleted my old device there but still no luck.

Of course I have tried uninstalling app, restarting device, installing app, restarting device again several times but I get the same error every time :-(

Please help!

Kind regards,
ADMA86

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Re: Login error on new Android device

Post by VirusBuster » Mon, 26 Dec 2016, 16:41

What mobile brand and model are you using?
What Android version are you using?
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Jorge Torre
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ADMA86
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Re: Login error on new Android device

Post by ADMA86 » Mon, 26 Dec 2016, 17:57

A UMi Plus running stock Android 6.0

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Re: Login error on new Android device

Post by ADMA86 » Tue, 27 Dec 2016, 15:27

Which device and software version are you using, liubomirwm ?

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Re: Login error on new Android device

Post by VirusBuster » Tue, 03 Jan 2017, 18:17

To study the issue with Panda Mobile Security, we need to collect the advanced logs. To do so, first, connect the mobile device to a WiFi or else, activate data packets.

Now, to send us the requested Advanced logs, follow the steps below:

Data to request

Open Panda Mobile Security.
Go to Support.
There are different options according to whether or not the product is the free or paid version.
- Free (Support forum/Diagnostic mode)
- Paid (Submit a query/Report an issue)
If you have the paid version and you tap Report an issue, then you need to click Enable diagnostic mode by clicking Enable.
Reproduce the issue.
Go back to Supportand click Finish.
Enter a case number if you have it plus a short description and click Send. In this case, the case will be sent to your local Support office.

NOTE: If you have a free version and you need to report an issue, you will need to tap Diagnostic mode and follow the wizard through.
Eventually, gmail will be open for you to manually enter the email address of your Support contact. http://www.pandasecurity.com/about/cont ... lt_int.htm
Regards,

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Jorge Torre
TechSupport Department - Panda Security

I don't reply to private messages unless I have previously requested them

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Re: Login error on new Android device

Post by VirusBuster » Wed, 04 Jan 2017, 17:02

What email address did you send it to?
Regards,

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Jorge Torre
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ADMA86
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Re: Login error on new Android device

Post by ADMA86 » Sat, 07 Jan 2017, 20:00

Hi again,

I recently updated my device to Android 7.0 Nougat but the problem still persists.

If I send you the requested diagnostic file will that contain my login credentials and which e-mail address should I send it to?

Kind regards
ADMA86

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Re: Login error on new Android device

Post by VirusBuster » Mon, 09 Jan 2017, 10:30

It should be automatically sent to the local support team in your country
In case it opens your email client, you must indicate the email address to be sent to
Please check http://www.pandasecurity.com/about/cont ... lt_int.htm for the support email address in your country
Regards,

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Jorge Torre
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