Avast Premium Security and Outlook (Office 2019) under Windows 10

Avast Free Antivirus / Premium Security
1

My wife is having frequent problems with her Outlook where she is getting a server encryption error preventing connection to the Gmail servers.

After much trial and error, I found that if I removed her Avast Premium Security app, the problem went away.

Is anyone else having problems with Outlook/GMail and Avast Premium Security?

2
  • Which version/build of Avast Premium…?
  • OS…? (32/64 Bit…? - which SP/Build…?)
  • Other security related software installed…?
  • Which AV(s) did you use before Avast…?
3

  • Which version/build of Avast Premium…?
    20.10.2442 (build 20.10.5824.626)

  • OS…? (32/64 Bit…? - which SP/Build…?)
    MS Windows 10 Home, Version 10.0.19041 Build 19041
    x64-based PC

  • Other security related software installed…?
    None

  • Which AV(s) did you use before Avast…?
    We’ve used Avast Premium Security for a couple of years with any problem. The current issue only began when she moved to Windows 10 and Office 2019 on a new Dell XPS last week

4

Was there any AV preinstalled. If so, did you completely remove it…?

5

AV was not preinstalled. I installed it.

I’ve removed and reinstalled the product now multiple times.

If AV is not installed, OUTLOOK works fine.

If AV is installed and Mail Shield is enabled, I get encryption errors when trying to send/receive email.

If AV is installed and Mail Shield is disabled, Outlook works fine.

If AV is installed, Mail Shield is enabled, and I untick scanning inbound and outbound emails, I get encryption errors when trying to send/receive email.

I haven’t tried having Mail Shield enabled and going through unticking all the other Mail Shield options one-by-one yet.

6

First, be sure to get rid of all remnants of any prior installed AV(s)…!!
→ https://support.avast.com/article/11/

Then:

  1. Download Avast Premium Security: https://files.avast.com/iavs9x/avast_premium_security_setup_offline.exe
  2. Follow instructions: https://www.avast.com/uninstall-utility (Run this tool for all prior installed Avast versions…!!)
  3. Reinstall Avast with the downloaded installer from point 1.
  4. Reboot.
7

I followed all the steps indicated:

  • Ran the McAfee Utility to ensure that the Dell loaded version of McAfee was fully removed
  • Downloaded APS to my desktop
  • Downloaded AVAST uninstall utility to my desktop
  • rebooted in Safe Mode (which was an adventure in itself, requiring the use of a bit locker key…something new for me)
  • Ran the Avast removal tool
  • Rebooted
  • reinstalled APS
  • rebooted
  • Started Outlook

and Outlook ran fine for 17 minutes. I sent and received several emails successfully.

and then the encryption error appeared again. So no change in behavior

Suggestions?

8

Reboot twice.

9

at first I thought … “seriously”?

but I went ahead and rebooted twice.

After the second reboot I restarted Outlook.

The encryption error began appearing within 10 minutes

See attached screen capture

10

Follow instructions: https://support.avast.com/article/33/

11

Done.

Since there was no ticket number, I provided the name of this forum issue within the body of the message

“Avast Premium Security and Outlook (Office 2019) under Windows 10”

12

Asyn - How long does it typically take Avast to respond to / acknowledge a new support ticket using the method you provided?

13

Hi, you should get a ticket-ID instantly. No idea about current response times, sorry.

14

I used the “settings” method outlined within the url you provided to submit a log file. No ticket number was ever created during that process, and I’ve received no response from AVAST indicating they have received the information I provided.

There was a FILE ID indicated, but no ticket number.

Would that indicate I did it incorrectly?

15

Post your File-ID here, I’ll forward it for you.

16

File ID: BXG73

Thanks!

17

OK, done. You’re welcome.

18

Hi rkmils812,

I’m very sorry for the troubles with the Mailshield.

I wasn’t able to reproduce your issue and unfortunately, provided logs do not contain debug records.
Could you please enable debug logging (Menu > Settings > General > Troubleshooting > Enable debug logging), reproduce your issue (sync problems in outlook when mail shield is running).
Create a support package (https://support.avast.com/en-eu/article/Submit-support-file) and post the ID here.

Thanks in advance,
HK

19

File ID: NUUZO

File Name: 20210129_1557_NUUZO_203099170.zip

Thanks!

20

HK:

Any update on my issue?

I did receive an email from Miroslav Jenšík with the Avast Support Team who inquired about a ticket number. I replied that all I had was the File ID and File Name reference below, and that I had submitted that information under your direction via this forum.

Thanks In Advance for any updates.

Ronnie