Troubleshooting Scanner Errors

Are you seeing a scanner error in your Identity Guard Device Secure app? Not to worry, these are normally easy to resolve by following a few steps.

First, make sure that you've uninstalled your old antivirus software.

• For helpful instructions on how to uninstall your old antivirus software, please check out this article.
• After uninstalling any old antivirus software, make sure to restart your computer to be sure that the uninstallation is complete.

Second, try clicking the RETRY button several times.

• When clicking retry, you may be prompted to let Identity Guard Device Secure and/or Windows Powershell make changes to your computer. Click YES.
• It is recommended to click the RETRY button 2-4 times. This helps to restart the Identity Guard Device Secure AV Service back into a normal state.

Third, try re-running the installer.

• If you need a refresher on how to install our app, please click here.

If you are still experiencing a scanner error...

• Please contact support directly so we can further assist you.