My Dad, who is a senior, had Avast about 2 years. He decided to end his subscription and didn’t know how to uninstall. He called the support line and they said they could do it by remote and will add a cleaning for $40 (approx price I can’t remember what he said). He says he was on the phone with them for almost 4 hours. They took out Avast and cleaned it then told him to reboot. He does that and when it loads, his keyboards won’t work and there is no longer a connection to the internet. Support then says they can’t do anything else because he is no longer online. They tell him they will call him back the following day. They never call.
I tell him to call AT&T , his net provider, because he has no recovery cd for them. They end up going to his home and they are unable to get him connected. All signals fine it is the computer. They tell him to contact Avast. Now he’s frustrated because he 1. doesn’t want to go thru another 4 hour ordeal and 2. He says he can’t understand them the accents are so hard to understand. He’s asked to switch to different people but he can’t understand them.
So I’m trying to help him out but not sure what support did. Everything was working fine until that call now he has no computer. He is running Windows 10 and the computer is no more than 2 years old. He gets online by att dsl. Att couldn’t figure it out as I thought it was an IP issue but it’s not. It will no longer connect to the internet.
He thinks all his files are there just the keyboards don’t work so he has to use touchscreen and it will not connect to AT&T. Avast support isn’t very helpful and just left him hanging.
Any ideas on what to do to get him back up & going? What did support do to make this happen? Any ideas would be great. I don’t have access to his computer unless I go there but hoping to guide him over the phone.
If this is in wrong forum, I apologize please move to proper one.
Hi, The support itself was free but they talked him into cleaning up all files before uninstalling. I believe it is cc cleaner. After they ran it, tech told him to reboot and that’s when the problems began.
I went there today to check it out. I feel the cleaner wiped drivers and settings. A different computer does work fine and gets online. There is a network connection issue stating there is an invalid IP. His dsl company came out, no issues with modem they reinstalled their software. Still gets error can not connect to internet. I was unable to uninstall avast (repair or change options only) but was able to stop all services and processes relating to avast. Still nothing. I thought perhaps a firewall was the issue but it is not. He did not have restore point enabled so I couldn’t roll back.
I am certain something was damaged/corrupted/deleted when they ran that cleaner. What are my options if any to get his orginal settings back without doing a complete windows reinstall?
Is there support in the US that he can call? He’s having lots of trouble understanding them. Hoping I can find a fix for him to avoid that. I tried everything I could but still can’t get him connected to the net and no way to update his keyboard driver. The on screen keyboard works but obviously hard to navigate. Any suggestions would be appreciated. Thank you in advance
[Sorry for manual quoting, that forum feature wasn’t working for me today.] @Sandy63 said:
"I am certain something was damaged/corrupted/deleted when they ran that cleaner. What are my options if any to get his orginal settings back without doing a complete windows reinstall?
. . . and no way to update his keyboard driver. The on screen keyboard works but obviously hard to navigate. Any suggestions would be appreciated."
I didn’t see any mention of using sfc to check/replace any system files that may be corrupt. Perhaps that would help.
From an elevated command prompt:
sfc /? [shows command options]
sfc /verifyonly [scans but does not make changes]
sfc /scannow [scans and replaces any invalid system files]
The verifyonly option ran about 15 minutes on my quiet and modest Win10 box.
