AVK update not working

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I bought and installed AVK on my computer a month ago. Connection to
the server is working fine and I register normally, got a name and
password. Since then and dispite several re-installation, I have never
been able to update either the virus list or the software and
systematically get this answer " incorrect access data". The support
group has been very weak in really helping and keep saying the same
thing, are you sure you entered the correct data. Is someone already
experience the same type of problem ? Any idea how I can fix that ?
Thanks for your inputs.

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