Avast Password not unlocking when Password Entered

Avast Passwords
1

Hi,

I’ve been having a problem lately with Avast Passwords in that it won’t unlock when I enter my Master Password on a web page. See attached image.

A related problem I’ve found lately is that when I open my Avast Internet Security app on my computer and go to Privacy > Passwords, it wont open upon me just typing in the correct Master Password and yes I’ve made sure I’m putting in my correct password. The screen just “jiggles” and it doesn’t unlock the passwords. If I keep typing my Master Password and keep clicking the green Unlock button, eventually it will unlock, but this can take several tries.

Both of the above problems have only started in the last couple of weeks.

Anyone have any ideas as to what is causing the above and how to best resolve it?

I subscribe to Avast and Avast Passwords, yet never had a problem until now.

My System Information

  • Windows 10 Pro 64-bit

    • Version 10.0.17134 Build 17134

  • Avast Internet Security

    • Program Version: 18.6.2349 (build 18.6.3983.371)
2

Hi Andrew_ACHZ, the issue you’re describing should be resolved by resetting the vault, and then re-synchronizing to restore your passwords. To do this, please open Passwords through Internet Security. Please leave Passwords locked (or lock it if you have it unlocked), and click “Settings” in the top right > click the “Reset Avast Passwords and delete my data” link. You can then set the Master Password again, and re-sync the PC. There is a very slight chance that this may not resolve the issue correctly on the first attempt; if it does not, I’m afraid that you might need to follow the process multiple times to force Passwords to reset correctly.

The cause of the issue has been fixed, and it should not reoccur again once it’s been resolved now.