Avast is crippling my website

Hello!
I’m a webdeveloper and my company develops a platform that manages educational contents and is used by hundreds of schools in Brazil.

We have been receiving dozens of complaints from clients saying that our platform have become unusable for them. When we checked the computer of those clients, we “fixed” the problem by turning off Avast HTTPS scanning.

I have already tried whitelisting our domains by sending an email to banks‑whitelist@avast.com (suggestion written in this article https://blog.avast.com/2015/05/25/explaining-avasts-https-scanning-feature/)
and I have also tried the same by submitting a false-positive (following online support suggestion).

I’m out of options now. I can’t just tell every client that they need to turn off HTTPS scanning if they have Avast installed. I’ve lost many clients just because they thought our platform wasn’t working.
What should I do?

What is the website ?

We have many domains under qmagico.com.br
The link format is https://.qmagico.com.br/

For example: https://crb.qmagico.com.br

Luiz – I have notified my developers and support team about your issue, and alerted them to your post. Thanks for your patience so far on this!

Site is opening, but very slowly.

Some (minor) certificate issues > https://www.ssllabs.com/ssltest/analyze.html?d=crb.qmagico.com.br&s=216.58.194.179

Just to be clear, our platform depends on many ajax https requests to work. The page itself loads fine, but the subsequent ajax calls take too long to return, and sometimes they don’t.
Thanks for alerting them, I will keep waiting!

Sorry to bother, is there any update?
Or is there any workaround I can do?

Hi, thanks. We’ll look at that. I’ve also checked the banks-whitelist mailbox, and I must say I see no mention of qmagico.com.br.

Yes, we need to get into that list. Thanks!

I really don’t want to recommend all users to uninstall Avast. Is there anything else I can do?

Excuse me, I need to deliver updates to my superiors about this issue.

Any news?

Just have patience.

The site is working and avast is looking at things.

Thanks for the reply! It has been a whole week now, I’m afraid this issue will be forgotten. And I have to deliver updates to my superiors. Isn’t there any better way to do it? Any workaround?

There is no workaround needed as the site is working fine.

Well, my domain doesn’t work fine right at the moment you try to login and after that. Sometimes it just hangs in there without response while trying to load data from the servers with ajax. Of course, only with HTTPS scanning turned on.

Just display a little more patience. Two avast team members are currently looking into your issue.
Give them some time to do their research and to fix the problem.

I thought that it should be just a matter of adding a line to the global whitelist.
If those team members are trying to solve the problem without using the whitelist, maybe they could ask me for more information, since it is hard to reproduce the problem without logging into my website.
Anyway, I am waiting, but I will need to keep asking from time to time, since I have no idea of what has been done or when this issue will be solved.

If they need/want more information, they will contact you.

You can resolve it yourself.
Reprogram the site so it doesn’t use that many calls.

Asking again and again will not speed up things, it is only annoying making people not wanting to respond/give help.

Sorry to bother, but you have not idea what we are experiencing here. Our clients are giving up using our platform because of this problem.
Would you ask Facebook not to use many calls?
We can’t do what you suggested, it would mean going back to 2000’s. Every modern website uses ajax. It just works on popular websites because you have whitelisted them.
It doesn’t require much to add one more site to a whitelist.

Therefore, I’m not buying that you need to take time just for that. I already followed every guide and support suggestion provided by avast in order to do that. I haven’t got a single email answered back.
What do you need, a year to solve that? I need it now, just a whitelist addition.

Again, sorry, I just need a clearer answer.