I read in a post of last August someone with a very similar problem. I purchased Avast Internet Security from what turned out to be Element 5 (I thought I was on an Avast site). The download was successful and was placed as an icon on my desktop labled ‘setup_ais’. An email was sent to me with the licence agreement number as an attachment. The attachment I cannot open. It appears as an Adobe pdf file which I have installed but the dialogue box says it cannot open it as “not a support file, or file has been damaged”. The helpline phone number 0808-121-9216 does not work. I joined the support help forum, and explained the problem and was told that the licence agreement does not open in pdf, but that I have to 'open the Avast interface, click 'Maintenance > subscription > insert licence file. The only Avast software I have on my laptop is the setup_ail file. This does not give any Maintenance tabs or any other tabs - it simply is an for installation if the programme and asks me to input the licence agreement to continue. I wrote back to ask for assistance and was replied with a stoch response form telling me how to uninstall previous securiy/antivirus software (which I don’t have as this is a brand new laptop. I wrote back to this effect and received the same stock answer, indicationg that no one is actually looking at this problem. I wrote again with my disatisfaction and asked for detail of where to apply for a refund. And of course, have had no response. I am £30 lighter and no working Avast Internet Security. Can anyone advise ?
Brib C
Apart from necroposting, double posting sucks as well.
I have already answered you here: http://forum.avast.com/index.php?topic=63268.msg616507#msg616507
I wrote back to ask for assistance and was replied with a stoch response form telling me how to uninstall previous securiy/antivirus software (which I don't have as this is a brand new laptop.Didn't this "Band New Laptop" come loaded with all kinds of trial ware [b]including an antivirus program[/b] ??? That trial AV program has to be totally uninstalled before you install avast! Use the instructions supplied for removing a third party antivirus and then install avast!. If avast! has already been installed but isn't running, then it also needs to be removed completely and then re-installed. Here are complete instructions: ( use what you need from these instructions or substitute for your version. )
To learn more about avast! Antivirus and to download the FREE
or any of the other versions offered, simply go to:
http://www.avast.com/index
Instructions to successfully install avast! 6:
- Download the product avast!6 Free:
http://download.cnet.com/Avast-Free-Antivirus/3000-2239_4-10019223.html?part=dl-85737&subj=dl&tag=button - Download the REMOVAL TOOL for your current Anti Virus Program by following the Guide offered here:
How do I remove old third-party antivirus software before installing avast!?
https://support.avast.com/index.php?languageid=1&group=eng&_m=knowledgebase&_a=viewarticle&kbarticleid=574
The removal tool for avast! Antivirus (should you ever need it) : http://files.avast.com/files/eng/aswclear6.exe)
03. Once these 2 programs are saved to your computer in a folder that you can locate or,
to the desktop and you can easily identify these 2 files, DISCONNECT FROM THE INTERNET
04. Go to the Control Panel > Select add/remove > (Programs and Features in Windows 7)
select your current antivirus program and select uninstall. (Allow it to uninstall all features of the program)
05. Reboot your system.
06. Run the removal tool for your old Anti Virus Program saved in step #2
07. When the tool finishes running, again Reboot your system.
08. Install avast!6 Free by running the program downloaded in step #1
09. Shut down your system – Reconnect to the internet – Start your computer.
10. Avast!6 Free will now be installed and will update it’s virus database.
11. Register your new avast!6 Free product by selecting the Register Now button.
(If you need more help, get it from here: http://www.avast.com/registration-free-antivirus.php
12. Once this is done, you’ll be ready to enjoy the new product as much as I already have for many years.