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'Unable to Load the Policy' error

This Article Applies to:

  • Avast Business CloudCare

In the event you or a customer receives an "Unable to load the policy" error message during Essential/Premium/Ultimate Business Security setup on a device, this could be caused by the upgrade process to the Business Hub. If the partner account is already in the process of upgrading customers, old install tokens are invalidated to prevent devices from being incorrectly added to the old CloudCare portal.

Verifying this issue

  1. On the client device, open the agent install log at C:\ProgramData\Avast Software\Business Agent\log\install_log.log
  2. Look for the line "Install invitation request <int>" for a company that is already in the Business Hub

Resolving this issue

If you receive this issue, you will need to download device Antivirus installation files from the Hub.