This problem comes from my friend in the USA. She has Windows Vista 32-Bit, Avast program version 5.0.594 and virus definition version 100712-1. The last few days, she reports that, when she switches her computer on, a warning message comes up telling her that Avast is not secure. It appears that the Real Time Shields are not on whenever she reboots. By clicking on the warning message, she can then turn them on again. Once switched on, the program works fine. We completely uninstalled Avast and reinstalled it but to no avail. The program tells us that it is registered, yet she did not receive the actual licence key when she installed a newly downloaded free Avast. What can cause the switching off of the Real Time Shields? We tried to restart her computer without other programs interfering by disabling them via MSConfig.exe. Again, to no avail. Your help will be greatly appreciated.
What was the AV used before Avast (including any earlier Avast versions), and how was it/they removed?
(Basically I want to know every AV that has been used on the machine, whether active now, or not.)
What other security applications are installed?
First possible fix is to go to “manage programs” in the control panel “programs and settings” section, select Avast, then “change” then “repair”. That may fix it. If not, I’d suspect a former AV, or possibly malware, as the culprit.
Install, update, and carry out a quick scan with MBAM. Have them forward the scan report to you, and post it here as an attachment.
Anything complex arises from this, they are probably going to have to register here and post requested details as needed.
Thank you Tarq57 for coming back so quickly. I shall speak with the lady tomorrow my time and report back my findings. I can tell you that she uses Revo Uninstaller to uninstall most of her programs not wanted. This program is supposed to remove all traces of the uninstalled program including registry keys. She has had Avast for quite a time and has previously successfully replaced them with more up to date versions. In fact, the current program worked fine for some time but suddenly decided not to restart the Real Time Shield automatically. In the meantime, I will try your initial suggested solution and ascertain if this may help. I have remote access to her computer. I believe that she had Norton but that was completely uninstalled probably close to a year ago.
There is a removal tool for Norton that it is wise to run after uninstalling.
Revo, if not used correctly (which means expanding every reported registry entry and being careful to delete only the entries relating to the program being uninstalled) can pretty much bork a computer or some of it’s programs/operations, just as any registry editing without care can.
(Example, a bolded entry at the top of a registry tree is deleted. Every item within that tree is deleted, but only one twig on the tree related to the issue. Every item needs to be carefully expanded and checked.)
Aside from that (potential user) issue, Revo is extremely good.
Revo uninstaller is not good for removing software that requires a reboot, even less antivirus or firewalls.
I suggest an installation from scratch:
- Download the latest version of avast! Uninstall Utility and save it.
- Download the latest avast! version and save it.
- Uninstall avast from Control Panel (if possible). If, for any reason, you can’t run it, try booting in Safe Mode and doing it from there. Anyway, boot after that.
- Run the avast! Uninstall Utility saved on 1. If, for any reason, you can’t run it, try booting in Safe Mode and doing it from there. Anyway, boot after you’ve run it.
- Install avast! using the setup saved on 2. Boot.
- Register your free copy or add the license key for Pro.
- Check and post the results.
Tarq57 and Tech, thank you so much for your very helpful attitude. This is useful information that I shall take onboard. Meanwhile, for now, the issue appears to have been resolved. I used MSConfig.exe to minimize the number of programs starting up. After having restarted her computer, the Shield protection was on. For good order, I asked her to restart the computer a couple of times more, but now the full protection is on. Should these issues arise again, I shall follow your guidance here. You have my thanks.
Glad it seems resolved, but it may actually not be.
Can you list the items you disabled from starting in msconfig? I/we might be able to give you an idea of how that would have affected Avast, and if anything further should be done.
Just wanting to clarify something - how long is your friend leaving the PC before declaring that the real-time shields are not switched on? On my machine, depending on what order things load in, it can take up to 3 minutes of Avast showing its little exclamation-mark-in-yellow-triangle in the system tray before it suddenly gets happy.