Server Error when trying to update BT Virus Protect on Android

[Wile-E-Coyote]

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!

[Les-Gibson]

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

[gg30340 · Accepted solution]

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

[Les-Gibson]

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?

[Wile-E-Coyote]

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 😁

[Les-Gibson]

@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.

[NeilO]

@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

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

Thanks

Neil

[cleese]

👉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😁

[Wile-E-Coyote]

Thanks, all sorted now.

[Les-Gibson]

@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