Cylance Smart Antivirus Support
Please note that BlackBerry is no longer accepting new orders for SmartAV through the shop.cylance.com website. The contact form below is for existing customer support issues.
IMPORTANT:Starting Sept 2022 you will notice UI changes to the desktop client. Please see KB 101237 for details. Functionality and device protection will remain the same with no action required.
Related Resources
Getting Started
FAQ
NEW FAQ - I've noticed the look and feel of my Cylance Smart Antivirus has changed, what do I do?
FAQ - Is it scanning files slowly? I only see a handful scanned.
FAQ - Do I still need a Firewall/Web Site Blocker/SPAM Filter?
FAQ - What type and how many files are scanned?
FAQ - Creating a Support Ticket
FAQ - What happens when a file is quarantined by Cylance Smart Antivirus?
FAQ - Why is an Abnormal File not Auto-Quarantined when Auto-Protect is enabled?
FAQ - Is Cylance Smart Antivirus compatible with Windows Defender?
FAQ - Which web browsers are supported by the Dashboard?
FAQ - Operating Systems supported by Cylance Smart Antivirus
FAQ - What is the difference between Abnormal and Suspicious files?
FAQ - Do I need to update my software?
FAQ - What are Threat Classifications?
How-to
How to - Re-register Your Device With Installation Token
How to - Check Smart AV Agent Version
How to - Check if Smart AV is running
How to - Install Cylance Smart Antivirus
How to - Delete Quarantined Files
How to - Get the SHA256 of a File
How to - Support Collection Tool – CSAV
How to - Register Cylance Smart Antivirus with Windows Security Center
How to - Mac Start / Stop the Cylance Smart Antivirus Service
How to - Upgrade My Subscription for More Devices
How to - Remove a Device From My Account
How to - Move My Cylance Smart Antivirus License to a New Computer
How to - Turn Off Auto Renewal
How to - Become a Cylance Smart Antivirus Customer
How to - Check My macOS Version
How to - Cylance Agent - Advanced UI Mode
Common issues
Common Issues - Unable to download Cylance Smart Antivirus on iPad device
Common Issues - Installation Fails On System with Dell ESSE
Common Issues - Security Feature on High Sierra Version 10.13.2 and Higher
Common Issues - Duplicate Device On Windows 10 After Update
Common Issues - Mac OSX Device Names Characters
Common Issues - I can't login. What do I do?