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

System Requirements for Cylance Smart AV

Quick Start Guide

Quick Start Guide (French)

User Manual

User Manual (French)

Cylance Smart Antivirus licenses required for physical and virtual computers

Support for Cylance Smart Antivirus on iOS and Android devices

Getting Started Guide (French)

FAQ KB's (French)

Common Issues (French)

How-To KB's (French)

FAQ

NEW FAQ - I've noticed the look and feel of my Cylance Smart Antivirus has changed, what do I do?

FAQ - Will Cylance Smart Antivirus be able to run in parallel with another AV that may already be installed?

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 - File Analysis

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?

FAQ - How does Cylance Smart Antivirus work

FAQ - Cylance Smart Antivirus offline mode

FAQ - Cylance Smart Antivirus automatic scanning

FAQ - Cylance Smart Antivirus availability by country

FAQ - IP addresses used by Cylance Smart Antivirus

FAQ - Information on the Cylance Mobile Dashboard app

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 - Safelist a File

How to - Become a Cylance Smart Antivirus Customer

How to - Check My macOS Version

How to - Cylance Agent - Advanced UI Mode

How to - Uninstall Cylance Smart Antivirus

How to - How to enable macOS Full Disk Access Requirements for Cylance Smart Antivirus

How to - How to claim a Company License for Cylance Smart Antivirus

How to - How to manually delete Cylance Smart Antivirus quarantined files

How to - How to submit a VirusTotal Inquiry for Cylance Smart Antivirus

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?

Common Issues - Application compatibility error displays with Cylance Smart Antivirus installed on macOS

Common Issues - You can't use this version of the application CylanceES.app" with this version of macOS" displays in Cylance Smart Antivirus

Common Issues - Unable to view Show File Properties from the Cylance Smart Antivirus User Interface

Critical Issue Advisories

Cylance Smart Antivirus support for the macOS 11.0 (Big Sur) operating system upgrade

Cylance Smart Antivirus

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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.