Contacted support on 3/12/15 ticket 49924 as below but no answer yet. So 48 hour deadline well and truly gone. Can someone advise please ? Should be a simple answer but am I expecting too much ? Cheers, Dave
#49924 Hi, Updated to Pro Antivirus today. When activating key, program stalled on “saving package”. Waited 5 minutes, had to power down program not responding. Free version still there on Startup. What to do ?
David Williams
reported 8 days ago
Your Avast Software License (Nexway order number: 30020006)
I was going to download the latest program version and instal over the top of the existing program but decided to contact you first since I would then have to manually insert the new key and I do not know how to do this. What is your recommendation ? Kind regards, Dave
I don’t know where you are getting the 48 hours from, we are commonly seeing it as 5 to 10 working days depending on the issue/priority assigned and volume of tickets.
You should have received an email of your order/receipt, attached to that would be the license file, license.avastlic, save that to your hard drive and double click it, that should insert the key into the program. That should then convert your free installation to Pro.
If you haven’t got that license file you can have them Resend avast License https://www.avast.com/resend-license-paid.php, you will need to enter the email that you used when purchasing the license, e.g. the one that the original email with the link was sent.
Deadline?
avast is trying to handle tickets within 10 business days.
That means they have basically still 5 days to respond.
Hi, Updated to Pro Antivirus today. When activating key, program stalled on "saving package"
That looks like you didn't installed/updated to avast pro. Hence the "saving package". The update/install was still in progress. It looks like you where/are using the online installer and the complete package (for whatever reason) isn't downloaded.
I suggest to remove the current installed avast version completely and than install the latest (pro) version.
Thanks Eddy and davidR,
This is the response I received from Support so not surprising I thought there should have been some response by now, 10 days after initial query.
“One of our dedicated team members will get back to you as soon as possible (usually within 24 hours), however response times vary depending on the department and issue.”
I guess deadline was a bit too emotive but still no answer from Support. Since this didn’t seem to be a big issue, I think I should have received some simple advice, such as Eddy suggested, by now.
Eddy got the point in answering the basic query “I was going to download the latest program version and instal over the top of the existing program but decided to contact you first” But there have been instances in the past where sometime users have been advised to instal over top of existing version. Unless I hear from Support in next 24 hours will do as you suggest Eddy. thanks again.
This is the latest direct download link for avast pro, http://files.avast.com/iavs9/avast_pro_antivirus_setup.exe and save it to your hard disk in readiness to install. That way you aren’t going on-line to download it without protection.
This is the full off-line installation package not the short on-line package, this may be better as you have the full installation and don’t have to go on-line during the installation.
Since you were experiencing errors and your current version is the free version it might be best uninstall the free version, before installing the avast pro version.
Very much appreciate your assistance Eddy and DavidR. I reviewed my order details which included the following.
There is no need to download and reinstall your Avast product, unless you have uninstalled it. In this case you can download the installation file by clicking here:
So not expecting your assistance so quickly, I downloaded trial Pro version installer, (I didn’t want to repurchase) and installed online. Sorry DavidR, I now understand your ref to downloading full package so no online risk. Then I activated using link in order reply and all OK. Only worry is if trial version includes features which are not included in licence and so causes probs in 30 days. Thanks again for your very quick replies which in this case beat me to the punch.
Normally if you download a trial version you have to actually complete an order, which as you suspect may authorise payment at the end of the trial period unless you cancel it. As I’m using the free version I don’t have any personal experience of this function.
As far as I’m aware if you download the avast Pro trial version it should just be the Pro version components - this is just another reason I prefer to download the full off-line installer as you can do a custom install and only check the options/features that are part of the Pro version.
Obviously you will need to watch out for any reminders displayed, relating to any other non-pro elements.
Sorry for the rush, it is 12:20am here and my bed is calling.
Thanks again DavidR. I thought there may be some issues with some options in Pro, but did not consider request for payment at end of trial. We will be away when trial expires so may raise another ticket to cover this. But looking at My account, all seems in order with correct expiry dates so maybe not an issue. Have a good Christmas, Dave
If the system is not used when you are away, I suggest to end the trial before you go.
It will prevent (or at least should :D) a payment and the need to request a refund.
If you open the avastUI - click the Tools icon, that will expand and show what tools you have. Capture an image and we can see if there are any enabled that wouldn’t be in the Pro version.
See attached image, in the free version I have basically installed all the shields and very little else, not installed in mine are the Sandbox and Firewall, which are for paid options and are not enabled, but there in the hope that I might upgrade to use these…
Have a good Christmas, get down to the beach, I’m sure it will be a tad warmer where you are than in the UK ;D
Apologies to all, been out of touch. Very concerned about all the floods you have been having in UK which seem to have gone on forever. All is good and this to wish you all a happy, drier and trouble free New Year with again many thanks for your help.