Can't Access Hotmail after installing Avast Home 4.7

system · 2007-07-10T01:38:21.000Z

okay let’s try that again…

I recently installed Avast and uninstalled Norton (using the add/remove programs feature). Since then, I cannot access my Hotmail account as I keep getting a blank white screen after typing in my username and password with the word “Done” in the taskbar. I’m using Windows XP SP2 and using the Windows firewall.

The Hotmail account is accessible using my other computer (which is also protected by Avast) so the e-mail account is not the problem.

Any suggestions? thanks

student

DavidR · 2007-07-10T01:48:29.000Z

Norton can be a real pig to remove so I would advise you follow the steps Tech gave in the other post to ensure it is completely removed.

You mention that you have avast on your other computer and that works are there any differences in the installed software, e.g. did you also have NAV on that system ?

If after using the NAV removal tool you still have this problem (but I suspect it may resolve it), check the windows firewall, does it have an exception for ashWebSv.exe ?
Although I mention this I’m none to hopeful as the windows firewall doesn’t have any outbound protection and I would suggest you get a third party firewall that does.

Whilst the windows XP firewall is usually good at keeping your ports stealthed (hidden) it provides no outbound protection and you should consider a third party firewall.

Any malware that manages to get past your defences will have free reign to connect to the internet to either download more of the same, pass your personal data (sensitive or otherwise, user names, passwords, keylogger retrieved data, etc.) or open a backdoor to your computer, so outbound protection is essential.

Lisandro · 2007-07-10T01:51:20.000Z

Please, don’t ask twice the same…
http://forum.avast.com/index.php?topic=29229.msg240466#msg240466

DavidR · 2007-07-10T02:01:50.000Z

I asked Student to do so in their previous post as it has nothing to do with the other topic to avoid confusion.

DavidR post:31:

Student post:29:

Hi
I am having a similiar problem as Jennifer however I can’t access my hotmail account now that I have installed Avast

I can’t see this has anything like the same problem as hotmail is a webmail not pop3 email solution and doesn’t use the Internet Mail provider but the Web Shield provider. Please start a New Topic to avoid this topic becoming confused with two different problems.

system · 2007-07-10T02:08:40.000Z

Very sorry Tech…I thought you were responding to the original creator of the post. Since I have your attention, I clicked on the link you provided to the Norton removal site…what is meant by the comment “The software breaks BITS?” (stated by Reviewers of the removal progam). Is this unsafe to use? What is Dial-a-fix and how will I know if I need it after installing the removal program?

I HATE NORTON ANTI-VIRUS.

student

DavidR · 2007-07-10T12:33:05.000Z

The SymNRT (Norton removal tools) have been extensively used in these forums by many ex NAV users and I haven’t see any issues, so perhaps you can expand on the comment “The software breaks BITS?” (stated by Reviewers of the removal progam) ?

Do you mean lots of different things or are you referring to the BITS (background intelligent transfer service) which is a required service if you want windows update to work.

Transfers files in the background using idle network bandwidth. If the service is stopped, features such as Windows Update, and MSN Explorer will be unable to automatically download programs and other information. If this service is disabled, any services that explicitly depend on it may fail to transfer files if they do not have a fail safe mechanism to transfer files directly through IE in case BITS has been disabled.

system · 2007-07-10T12:51:51.000Z

Hi David,

Some of the reviewers state (on the link that Tech provided) that it damages BITS and they go on to say that this affects the computer’s ability to utilize windows updates.

Anyway, I have gotten a message saying that the removal tool was outdated with each of the removal tool that tech provided. It won’t let me proceed beyond that.

Is there anything else I can do??

thanks
Gail

DavidR · 2007-07-10T13:26:27.000Z

Well this link deals with even the latest version of NAV so it shouldn’t be out of date:
Removing your Norton program using SymNRT

Besides that I asked some questions in my first post here, differences in systems, is there an exception for ashWebSv.exe in the windows firewall, etc.

system · 2007-07-10T13:32:20.000Z

Hi David,

The only thing selected under ‘exceptions’ are itunes and remote assistance. I’m not sure if this is what you are asking…

For some reason, nothing happens when I click the ‘download’ button on this link you have provided. I can’t access it at all…

What if I re-installed Avast? Would it help and would I need to get a new registration number??
Or, Is there a way that I can manually delete Norton files that may be lingering?
thanks
Gail

DavidR · 2007-07-10T13:58:08.000Z

I suggest you add ashWebSv.exe to the exceptions.

What browser are you using ?

Do you have JavaScript enabled ?
It is required the link works for me, it pops-up a window and then I get a download notification, see image.

I’m not sure if a clean reinstall would resolve this ‘if’ it is related to a NAV remnants issue, but it won’t hurt to try.

Download the latest version of avast http://www.avast.com/eng/programs.html and save it to your HDD, somewhere you can find it again. Use that when you reinstall.

Download the avast! Uninstall Utility, find it here and save it to your HDD.

Uninstall avast, reboot, run the Uninstall Utility, reboot, install latest version, reboot.

You shouldn’t need to re-register if you still have the email you were sent with the registration key.

system · 2007-07-10T18:56:40.000Z

Hi David,

thanks for bearing with me on this…

I have no idea how to add ashWebSv.exe to my firewall exceptions.
I’m using Internet explorer (6 I think - the newer version that allows you to open different tabs)
Not sure if I have Java script enabled but I think I do. The system is set to do an update on the 18th of every month and it tells me that the last one was done on June 18th.
I uninstalled Avast and installed it again as you suggested but no change. I haven’t completed the installation yet because I can’t access hotmail to get the registration key (until I have access to my other computer)
I also tried turning off Avast completely and my windows firewall (together) but I still can’t access hotmail when I do this. I still get the blank white screen with ‘done’ written in the task bar.

Gail

DavidR · 2007-07-10T19:23:47.000Z

Control Panel, Windows Firewall, Exceptions tab, click the Add Program… button. You will see a list of programs, check is ashWebSv.exe is in it (probably not), if not use thw Browse button to navigate to the C:\Program Files\Alwil Software\Avast4 folder and select the ashWebSv.exe.

I somehow doubt that this will resolve the problem, but it eliminates one other thing. The reason I think this is I’m sure that the web shield works with other web pages and if it were somehow blocked by the firewall it should be consistent across all pages.

2 & 3. You will need to look at the Tools, Internet Options, Security tab, and ensure Javascript is enabled (Custom Level button). I think it comes under the heading of Active Scripting, but it really is so long since I used IE.

Either that or try using firefox or opera browser, personally I feel they are more secure anyway.

As I feared if it might be NAV related a reinstall would be unlikely to have a effect.
You shouldn’t turn off avast completely as that disables all protection, but Terminate the Web Shield which is the only element likely to be effected, try that. If that doesn’t work then avast isn’t the cause but something else, javascript or cookies not enabled possibly. I would also suggest trying a different browser and see if Hotmail works with that.

system · 2007-07-10T22:46:26.000Z

Hi,

Maybe this will help in identifying the problem…

When I tried to download Mozilla Firefox 2007 Free from download.com (see link below), I get the right screen but I don’t get a download button. When I try the same thing with another computer, I can see the download button and can click on it.

http://www.firefox-2007.net/download.php?lang=US

When I terminate Avast, it doesn’t help.

As per your instructions under 2&3 (see previous e-mail), under “Active X Controls & Plugs”, " Allow Scriptlets" is disabled. Also disabled is " Allow scripting of IE Web Browser Control" “Scripting of Java applets” is enabled.

alanrf · 2007-07-10T22:58:18.000Z

David,

just FYI … I am supporting several avast users on Windows XP SP2 (including me with multiple systems) who are using the Windows Firewall.

Not one of us has or has ever needed to include an exception for ashWebSv.exe in the Windows Firewall to support a browser.

(Incidentally - not one of us has or has ever needed to include an exception for ashmaiSv.exe in the Windows Firewall to get or send email).

DavidR · 2007-07-10T23:22:47.000Z

Student post:13:

Maybe this will help in identifying the problem…

When I tried to download Mozilla Firefox 2007 Free from download.com (see link below), I get the right screen but I don’t get a download button. When I try the same thing with another computer, I can see the download button and can click on it.

http://www.firefox-2007.net/download.php?lang=US

When I terminate Avast, it doesn’t help.

As per your instructions under 2&3 (see previous e-mail), under “Active X Controls & Plugs”, " Allow Scriptlets" is disabled. Also disabled is " Allow scripting of IE Web Browser Control" “Scripting of Java applets” is enabled.

Re “When I terminate Avast, it doesn’t help.”

I think your problem is elsewhere and probably IE6, given the other problems you are having.

Try this link if you normally use the English US version of programs:
http://en.www.mozilla.com/products/download.html?product=firefox-2.0.0.4&os=win&lang=en-US
It will start to load the page but there is a security alert at the top of the page (see image), click on the bar and you will get three options, Download, What is the Risk and Information Bar Help, choose download.

You will now have a pop-up with three options Run, Save, Cancel, choose save and choose a location to save it. Usually it will save to your desktop unless you choose another location, now you should be able to install it.

If you can’t do this, your IE or probably security settings are screwed up, sorry about getting technical and I’m at a loss as to what else to suggest, I so infrequently use it.

@ Alan
Yes, I was clutching at straws as the more I see of this the more I feel the web shield isn’t the true culprit given the other things going on with IE.

system · 2007-07-11T00:45:21.000Z

There is nothing for me to download on the link you provided David and nothing starts to automatically download so I guess my IE and/or security settings are screwed up - probably from the Norton Uninstall. Is this a serious thing??

Would someone with IT knowledge have a problem correcting it?? I keep hearing horror stories about problems with the registry. I hope that’s not it.

thanks for your help again.

DavidR · 2007-07-11T01:06:40.000Z

I said nothing starts because of security settings, click on the images I gave in the last post that will expand them and you will see at the top of the page an Information Bar with ‘Click here for Options.’ Do you see that and did you click it ?

It is serious in the fact that you can’t do what you should be able to do with your browser (and I don’t know id this is down to NAV or not), if you can’t download applications because that it what you are trying to do.

system · 2007-07-11T12:06:49.000Z

DavidR post:17:

I said nothing starts because of security settings, click on the images I gave in the last post that will expand them and you will see at the top of the page an Information Bar with ‘Click here for Options.’ Do you see that and did you click it ?

No that option is not available for me. No security alert is shown at the top of the page because the download does not start. The download does not automatically start. When I go into that link all I see the Mozilla toolbar at the top (Products, Add-ons, Support, etc). That’s it.

I really think this relates to problems uninstalling Norton becuase that is exactly when the problem began but I can’t click on the download button for the updated uninstall feature on the Norton website. I can see it, but can’t click on it. I have IE 7 by the way (Sorry, I thought it was 6)

DavidR · 2007-07-11T14:05:21.000Z

I really don’t know how to explain this problem any further as I don’t have IE7 so I don’t know its security features.

Try right clicking the link below (I extracted it from the javascript call to download it) and select Save As or Save File as or Save link as, this will depend on what is in IE7’s context menu. I was able to do that in firefox and it started to download/save the file, I don’t know if you will be able to do this or not but I can’t test with IE7.

ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe

Or paste the URL into your Address box in IE7 and click it, you may get the download security warning (see previous image), select save.

If you can’t get this to work, do you have a download manager like StarDownloader, etc. if so you could add that URL into its Add function and it should download it. Problem is if you don’t have a download manager already I don’t know how you will be able to get one easily. These type of tools are often in the CD/DVDs of Computer Magazines on sale in newsagents, etc.

system · 2007-07-11T15:57:08.000Z

Davidr, YOU are my new HERO! If you do nothing else today, you have made me very happy.

It worked!!! I can access hotmail and everything else. The computer is faster now too…faster than it was before (?)

Thanks very much!!

Gail

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