This topic

Server Error when trying to update BT Virus Protect on Android

Wile-E-Coyote — Thu, 16 Dec 2021 10:47:53 GMT

This morning I was auto updated to the new BT Virus Protect on my android tablet, but when I'm trying to activate it I get a Server Error response. This should have been a seamless update. Also, reading the details about the new Norton version indicates I will only get 2 free licenses with my broadband package rather than the 15 I got with the McAfee version. As I use this product on several Android devices to say I'm unhappy with this downgrade is an understatement, and no, I don't want to pay more for extra licenses!

Re: Server Error when trying to update BT Virus Protect on Android

Les-Gibson — Thu, 16 Dec 2021 11:06:29 GMT

I'm also getting the server error message, anyone else getting it?

Re: Server Error when trying to update BT Virus Protect on Android

gg30340 — Thu, 16 Dec 2021 18:00:35 GMT

Have a read through these links

BT Virus protect: “Server error” - BT Community

Important updates to your virus and password prote... - BT Community

What is BT Virus Protect and how do I get it? | BT Help

Can't update from McAfee to Norton - BT Community

Re: Server Error when trying to update BT Virus Protect on Android

Les-Gibson — Thu, 16 Dec 2021 19:10:57 GMT

Yep, the first link describe my problem exactly. Many Thanks.

Can anyone remember the last time BT rolled out new software without making a pigs ear of it?

Re: Server Error when trying to update BT Virus Protect on Android

Wile-E-Coyote — Thu, 16 Dec 2021 20:11:29 GMT

Thanks for the links, found to get the update to work I first had to sign into mybt and select an activate BT virus protect button. Also looks like I will get the 15 licenses for free as I have BT Halo broadband. Thanks again 😁

Re: Server Error when trying to update BT Virus Protect on Android

Les-Gibson — Thu, 16 Dec 2021 21:25:11 GMT

@Wile-E-Coyote

Thanks for the info, I tried it on my Android phone and it didn't work, I suspect 2 factor ID may be causing the problem.

I get to the sign in screen OK, that takes me to the 2F ID screen which asks for the verification code, I enter that and that's where it all goes wrong.

Re: Server Error when trying to update BT Virus Protect on Android

NeilO — Fri, 17 Dec 2021 10:49:06 GMT

@Les-Gibson I'm sorry about that, can you try installing it from the MyBT app?

Please note: you must have the My BT app installed on your device

Log in to the My BT app
Select Your Products in the bottom menu bar
Select Broadband
Scroll down to Manage security settings
Scroll down to BT Virus Protect
Select Activate on BT Virus Protect. The status will change to Manage
Select Manage to start installing BT Virus Protect on your device

Thanks

Neil

Re: Server Error when trying to update BT Virus Protect on Android

cleese — Fri, 17 Dec 2021 10:51:50 GMT

👉Yes, had the same problem this morning, a BT virus protect update, tried to log in ....server error🤔. In the end I looked 👀 on this forum and someone stated to log in to mybt and activate the new BTProtect. I did, it worked and I am now all set up👍. Merry Christmas🌲, stay safe, be happy😁

Re: Server Error when trying to update BT Virus Protect on Android

Wile-E-Coyote — Fri, 17 Dec 2021 10:55:48 GMT

Thanks, all sorted now.

Re: Server Error when trying to update BT Virus Protect on Android

Les-Gibson — Fri, 17 Dec 2021 12:21:12 GMT

@NeilO

Thanks Neil it took a few attempts but eventually that did work.

I completed step 5 and then, I then had to sign in again and then received a message saying "Sorry, it looks like we'er having some technical issues. Please try again later" .

I then receive my 2 Factor ID code but the screen is blank

Re: Server Error when trying to update BT Virus Protect on Android

NeilO — Fri, 17 Dec 2021 12:50:04 GMT

@Les-Gibson I'm glad that has worked. We're feeding back all the issues that have been highlighted in the community as I appreciate it's not working as smoothly as it should.

Thanks

Neil