Welcome

Technical Support Area

How can we help

Information applies to:

Products

Panda Internet Protection
Panda Antivirus Pro 2015
Panda Internet Security 2015
Panda Global Protection 2015
Panda Gold Protection
Panda Global Protection 2016
Panda Gold Protection 2016
Panda Internet Security 2016
Panda Antivirus Pro 2016

 

During the activation of your Panda, you may encounter an error message. Find below how to resolve them:

Error 1-0
Error code 9-905
Error code 9-906
Error code 8-0

Error code 1-0

This error message is shown when the proxy option is enabled in the Internet Explorer settings. To solve it, follow the steps below:

Open Internet Explorer, click Tools, Internet options.
Select the Connections tab and click the LAN settings button.
Disable the Use a proxy server for your LAN verification checkbox and click OK.
Click OK again on the Internet options window.
Now, try activating your Panda and verify the issue is solved.

Should the error persist, you will need to carry out an advanced scan of your computer with Panda Cloud Cleaner.To do so, follow the instructions below:

Open your Panda and click the Rescue Kit box.
Select the Detect Advanced Viruses button.
When the scan is finished, Panda Cloud Cleaner will display a summary of the detections.
Access the Malware & PUPS found section.
Tick the PUPS you wish to remove and click Back. If you are unsure of which to select, we recommend you select all.
Finally, click Clean for the disinfection process to begin.
Try activating your Panda again.

Error code 9-905

Error code 905-0 appears when a wrong activation code is typed during the activation process.

To solve this error, follow the instructions below:

Open the activation wizard and click Next.
Write down your activation code. Make sure that it is correctly typed. If you don?t remember this data, check out the web article how to retrieve my client details.
Enter your email address and follow the instructions from the wizard.
After completing all of these steps, you will see that the activating process finishes successfully.

[Top]

 

Error code 9-906

Error code 9-906 means that the limit of activations of your product has been exceeded.

In the case of a paid version, once the limited of activation is reached, you can reallocate the used license from you Panda Account. In order to do so, follow these steps:

Access your Panda Account by clicking here.
Enter your email address and password and click Log in.
 

If you have forgotten your password to access your Panda Account, click option Forgot your password?
You will then be prompted to enter the email address associated with your Panda Account and you will receive instructions on how to change your password.
If you still haven´t created your Panda Account, select Create new account.
If you have problems with your Panda Account, refer to the Support articleTroubleshooting Issues with the Panda Account of Panda.

Once you log in, under My Products:

You will see the following alert message You have reached the maximum number of activations allowed. Click the Release button to reassign licenses.

When this process finishes, activate your product again.

If you are installing a trial version, please bear in mind that this kind of versions can only be installed once.
If you want to continue using your Panda, we recommend that you to purchase the full product version.

Information applies to:

Products

Panda Antivirus Pro 2015
Panda Internet Security 2015
Panda Global Protection 2015
Panda Gold Protection

 

You can change the password of your Panda Account in two ways:

Change your Account password from "Forgot your password"

Access your Panda Account by clicking the link below:
https://myaccount.pandasecurity.com
Click the Forgot your password? link.

 

Products

Panda Global Protection 2016
Panda Gold Protection 2016
Panda Internet Security 2016
Panda Antivirus Pro 2016

You can download and install your Panda 2016 product easily.

Download Panda 2016 from the welcome email

After you have purchased Panda 2016 online, Panda Security will send you the welcome email. Locate this email in your inbox and click the Download button.

If you cannot locate the welcome email, please contact:customer.service@pandasecurity.com

Download Panda 2016 from your Panda Account

You can always download the latest version of your Panda 2016 from your Panda Account. Just follow these steps:

Access Panda Account.
Login using your user name and password.
 

If you have forgotten your password to access your Panda Account, click option Forgot your password?
You will be prompted to enter the email address associated with your Panda Account and you will receive instructions on how to change your Panda Account details.
If you still haven´t created your Panda Account, select Create new account.
For further information on this process, check Support article What is my Panda Account?

Locate your Panda 2016 product and select Install.

Installing Panda 2016

Double-click the Panda 2016 file previously downloaded (PANDAGP16ESD.EXE for Global Protection 2016, PANDAIS16ESD.EXE for Internet Security 2016,PANDAGL16ESD.EXE for Gold Protection and PANDAAP16ESD.EXE for Antivirus Pro 2016).
In the first screen, the Activation Code will be pre-filled in the text box. If not, enter it, click Accept and install and follow the wizard through.

Click Open Now to finish the installation process and proceed with the Panda account setup.

Enter your email address click Continue to create your Panda Account.
An email will be sent to your inbox.

NOTE: If you Panda Account already exists, the wizard will prompt you to enter the password and click Continue.
Locate the Panda Account activation email in your inbox and click Activate your account.

How to uninstall Panda 2016/2015 products

Information applies to:

Products

Panda Antivirus Pro 2015
Panda Internet Security 2015
Panda Global Protection 2015
Panda Gold Protection
Panda Global Protection 2016
Panda Gold Protection 2016
Panda Internet Security 2016
Panda Antivirus Pro 2016

 

Symptoms

The automatic uninstallation from Add or Remove Programs of the Windows Control Panel has not been completed correctly.
The services of my product have expired, I do not wish to renew and I want to stop getting the popups reminding me to renew my Panda 2015 product.

Solution

Uninstall your Panda product from the Windows Control Panel.

Only if this process is not completed correctly, it is advisable to completely remove files and registry entries of your antivirus. To do this, follow the instructions below:

Download and run the Panda Generic Uninstaller file to the Windows Desktop, for example.
Click Yes when a window showing the following message is displayed:
Do you want to run this uninstaller?
WARNING: It will reboot at the end to ensure a clean uninstall.

Situation

After the installation of Windows 10, you may experience issues with certain versions of your Panda antivirus product. Solutions for two possible scenarios are now available. Please choose accordingly.
Scenario 1: Clean Windows 10 installation and no Panda antivirus installed

Products affected: Panda 2015 CD-ROM versions and Panda 2014/2013

After installing Windows 10 from scratch, a clean installation of the antivirus returns a message saying the antivirus is not compatible with the new operating system.

Click Learn more, to access the page where you can download and install the Windows 10 compatible version. Once in the page, all you need to do is:

Download the Panda installation file.
Install the product.
Activate your version using your Activation Code. If you don´t know it, retrieve it from the Password Reminder.

Scenario 2: Upgrade to Windows 10 with Panda antivirus installed

Products affected: Panda 2014/2013

After upgrading the operating system to Windows 10, the antivirus is uninstalled from the computer and the following pop-up is displayed:

You need to follow the steps below:

Click the previous warning. You can do so from the pop-up itself (it will be displayed for 1 minute) or else by accessing the Windows notifications section.
Select Yes when the following window requesting permission elevation to allowupgrade.exe is displayed:

Now, when the following window is displayed, click Upgrade:

How to remove viruses with Panda Cloud Cleaner 

Panda Cloud Cleaner is an advanced disinfection tool that performs a deep scan based on the collective intelligence (cloud scan) to remove malware traditional antivirus programs cannot detect. If you suspect your computer has viruses, use Panda Cloud Cleaner.

Please follow the instructions below:

Click the Download button and save the PandaCloudCleaner.exe file to your hard disk.
 

[Download]

Double-click the PandaCloudCleaner.exe file and follow the steps in the wizard through.
Click Next on the welcome screen.

[Panda Cloud Cleaner welcome]
Wait for the files to be copied.

[Panda Cloud Cleaner extracting]
Once the process is finished, tick the Launch Panda Cloud Cleaner verification box and click Finish.

[Panda Cloud Cleaner finish]
Select the Accept and Scan button from the Panda Cloud Cleaner window.

[Panda Cloud Cleaner accept and scan]
When the scan finishes, Panda Cloud Cleaner will display a summary of the malware found. Review the detection list carefully to avoid accidental removal of legitimate applications and click the Clean button.

[Panda Cloud Cleaner detections]

For further information on the Panda Cloud Cleaner scan options, visit the internal help, available from the question mark symbol at the top of the screen.
 

[Panda Cloud Cleaner internal help]

NOTE: Some Potentially Unwanted Programs (PUPS), may leave traces after running the Panda Cloud Cleaner scan. For example, if your browser's start page is still modified, all you need to do is make sure the browser shortcuts are clean. To do so, right-click on the browser shortcut (usually located at the Desktop), go to Properties, click the Shortcut tab and remove the long URL in the Target field.

[PUPS Panda Cloud Cleaner]

A virus is preventing your PC from starting?

If a virus is preventing your computer from booting up, please use the USB or ISO versions of Panda Cloud Cleaner:

How to disinfect viruses with Panda Rescue USB drive
How to create Panda Cloud Cleaner Rescue ISO to disinfect viruses (for Advanced users)

Information applies to:

Products

Panda Global Protection 2016
Panda Gold Protection 2016
Panda Internet Security 2016
Panda Antivirus Pro 2016

 

Symptoms

Error message during the installation of Panda: There was an error during the process and it failed to complete successfully.
After completing the Panda installation wizard seamlessly, the program is not available from Start, Programs, the shortcut is not created and no icon is shown next to the Windows clock.

Cause

You may experience these symptoms with the new and lighter installation file featured in Panda.

Solution

Download and install the installation file below of your Panda 2016 product.

[Panda Gold Protection]


Gold Protection

[Panda Antivirus Pro 2015]

Antivirus Pro 2016
 

[Panda Internet Security 2015]

Internet Security 2016
 

[Panda Global Protection 2015]

Global Protection 2016
 

Enter the Activation Code of your product when you see the following window and click Next.
[Enter activation code Panda 2015]
Once activated, click Close to close the activation wizard.
After activating the product, you will be asked to create your Panda Account.
Enter your email address from the Account selection screen and click Continue to create your Panda Account.
[Panda 2015 Account wizard]
Go to your inbox and click Validate your account on the verification email.

[Installation Gold Protection]

NOTE: If you had already created an account, just enter your password on the screen illustrated below and click Continue.
Finally, click Close to finish the Panda installation process.

Information applies to:

Products

Panda Internet Protection
Panda Antivirus Pro 2015
Panda Internet Security 2015
Panda Global Protection 2015
Panda Gold Protection
Panda Global Protection 2016
Panda Gold Protection 2016
Panda Internet Security 2016
Panda Antivirus Pro 2016

 

Your Panda Account is an exclusive area available for all Panda clients which features the following benefits:

Download your products.
Manage the services of your product, find out the expiry date, renew the license, etc.
Obtain the specific documentation of your product.
Report issues of your product to Technical Support.

To create your Panda Account, just follow the Panda installation wizard through. We highly advise you to do it this way, as your account details will be automatically associated to the Activation Code of your product.

You can also create your account outside the installation of Panda. However, bear in mind that you will need to associate the product´s activation code to your Panda Account manually afterwards.
This is how you do it.

Step 1: Create your Panda account

Access Panda Account by clicking the link below:

https://myaccount.pandasecurity.com/
Click Create new account to sign up.
 

[Create new account]

Fill in the Email address, Password, Confirm password, Country and click Create.
 

[Create Panda Account]

You will get confirmation that the account has been correctly created.
 

[Account created]

All you need to do at this point is verify the email address you entered during the signing up process.

Step 2: Activate your Panda account

Access your inbox, open the email sent by Panda Security and click the Activate your account! button.
 

[Mail Activate Panda Account]

Once your account is activated, you can confirm your data. This step is optional. Enter your data or, if you prefer to do it later on, press Not now.

[Confirm data]

Step 3: Add your products

The last step of the Panda Account creation wizard after activating the account will take you straight to the section called My Products within your Panda Account. The same applies after logging in your newly created account.

In any case, once in My Products, you need to associate your Panda to your Panda Account. To do so, follow the steps below:

Click +Add first in the You still haven´t registered any products window.

[Add your product]
Now, add the Activation Code of your product.

That´s it! Now, you are all set to access your Panda Account and start enjoying all the benefits it offers!