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G DATA Troubleshooting

Comprehensive guide for solving common G DATA problems. From installation to performance optimization - find professional solution approaches here.

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Critical Problem? For acute security incidents or critical system failures, contact our 24/7 Emergency Support immediately.

Problem Categories

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Quick Links

🚀Quick Start Troubleshooting

1. Check System Status

  • • Open G DATA Management Console
  • • Check client status
  • • Control last update time
  • • Document error messages

2. Basic Diagnostics

  • • Check services status
  • • Test network connectivity
  • • Review event log
  • • Verify license validity

⚙️Installation & Setup

❌ Installation Fails

Common Causes:

  • • Other antivirus software active
  • • Insufficient user rights
  • • Corrupted installer file
  • • Windows Installer problems
  • • Firewall blocking

Solution Steps:

  1. Completely uninstall other AV software
  2. Run as administrator
  3. Re-download installer
  4. Repair Windows Installer
  5. Temporarily disable firewall

💡 Pro Tip: Use the G DATA Uninstaller Tool to remove remnants of other security software.

🔑 License Activation Problems

Typical Errors:

  • • "License already in use"
  • • "Invalid license key"
  • • "Connection to server failed"
  • • "Maximum number reached"

Solution Approaches:

  1. Check license key for typos
  2. Test internet connection
  3. Configure proxy settings
  4. If exceeded: deactivate old instances
  5. Contact G DATA support

🔄Updates & Patches

🔄 Update Problems

Update fails:

  • • Check network connectivity
  • • Verify proxy settings
  • • Delete temporary files
  • • Test update server reachability
  • • Perform manual update

Automatic Updates:

  1. Check update schedule in console
  2. Control bandwidth limits
  3. Configure Wake-on-LAN
  4. Analyze update logs

⚡ Quick Fix: G DATA AdminKit → Update → "Update now" for manual virus signature updates.

⚡Performance & System

⚡ Performance Optimization

Reduce High CPU Load:

  • • Optimize scan schedules
  • • Exclusions for known files
  • • Adjust heuristic level
  • • Enable cloud scanning
  • • Set priorities in Task Manager

Memory Optimization:

  1. Limit cache size
  2. Regularly empty quarantine
  3. Rotate log files
  4. Clean temp directories

🎯 Improve Scan Performance

Setup Exclusions:
  • • Database directories
  • • VMware/Hyper-V paths
  • • Backup locations
  • • Exchange data
Scan Settings:
  • • Limit archives
  • • File size limits
  • • Executable files only
  • • Exclude network drives
Scheduling:
  • • Outside business hours
  • • Staggered starts
  • • Incremental scans
  • • Idle detection

🌐Network & Firewall

🌐 Network Configuration

Firewall Rules:

Required Ports:
  • • TCP 80, 443 (Updates)
  • • TCP 8080 (Management)
  • • TCP 42002 (AdminKit)
  • • UDP 1311 (Discovery)

Proxy Configuration:

  1. AdminKit → Configuration
  2. Network → Proxy Server
  3. Setup authentication
  4. Configure bypass list

🔍Detection & Scans

🔍 Detection Optimization

Reduce False Positives:

  • • Whitelist for trusted files
  • • Adjust heuristic level
  • • Update reputation database
  • • Define local exceptions
  • • Report to G DATA Labs

Quarantine Management:

  1. Regularly check quarantine folder
  2. Restore false alarms
  3. Configure automatic deletion
  4. Central quarantine policies

👥Management & Admin

👥 Management & Administration

Console Problems:

  • • Connection to Management Console
  • • Client registration failed
  • • Policy distribution not working
  • • Incomplete reporting data

Solution Steps:

  1. Restart services
  2. Check communication ports
  3. Validate certificates
  4. Test database connection

🔧System Diagnostic Tools

G DATA Support Tool

Automatic diagnosis and repair of common G DATA problems.

  • ✓Check service status
  • ✓Repair registry entries
  • ✓Clean temp files
  • ✓Test network connectivity

Windows Diagnostics

Use system tools for basic diagnosis.

# Check services
services.msc
# Analyze event log
eventvwr.msc
# Test network
ping updates.gdata.de

📋Log Analysis & Error Codes

Important Log Files

Client Logs:

  • • %ProgramData%\G DATA\Logs\
  • • AVKService.log
  • • AVKUpdate.log
  • • AVKScan.log

Management Logs:

  • • AdminKit\Logs\
  • • ManagementServer.log
  • • PolicyDistribution.log
  • • Reporting.log

Common Error Codes

Error 0x80070005Access denied

→ Administrator rights required

Error 0x80072EE7Network error

→ Check internet connection or proxy

Error 0x80070020File in use

→ End process or restart required

Professional G DATA Support

Problem not solved? As an authorized G DATA partner, we offer professional support and individual solutions for your business.

📞Request Immediate Support🛡️Managed Security Services
⚡ Emergency Hotline: 24/7 available for critical security incidents