Internet Security - No longer able to access the internet

Avast Free Antivirus / Premium Security
1

Hi,

I renewed my Internet security a couple of days ago and now can no longer access the internet. I run XP and have had no problems prior to renewal.

I’ve tried various things such as disconnecting shields, uninstalling and reinstalling etc but the only way of accessing the internet is to completely uninstall Avast.

I contacted support who have been helpful up to the point of reinstalling the product but when this didn’t work I have had no further response.

Is there likely to be a solution to this as I am not happy connecting without anti virus software and if this cant be resolved I would rather get a refund and order another anti virus package.

I’d appreciate any assistance on this

thanks

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

Hi,

  • Which version of AIS…?

Version is 18.5.2342. Build 18.5.3931.0

  • OS…? (32/64 Bit…? - which SP/Build…?) Windows XP professional 2002 (havent been able to find any further information)

  • Other security related software installed…? No other security software Spybot was installed but not now

  • Which AV(s) did you use before Avast…? I’ve used avast for quite a few years now. I think I used AVG previously but not for at least 6 or 7 years.

If you need anything else, please let me know

Thanks

Gary

4

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

Then:

  1. Download Avast Internet Security: https://files.avast.com/iavs9x/avast_internet_security_setup_online.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.
5

Hi

Thanks for this. Having a few problems. made sure I removed any other anti virus elements. Ran the removal tool and then tried the installation but it failed to install fully and I lost my internet again.

Going to give it another try in a while and will get back to you.

Thanks for you help

Gary

6

Any error…? Post screenshot and/or log.

7

Hi,

Just trying again. The version of the installation (on line) you provided wouldnt complete installation but has disconnected internet. It didnt produce any error log and the avast interface didnt load. Am trying clearing avast again and using the offline installation provided by support yesterday. Also, I checked the program files after clearing and it did remove all the avast elements.

The offline version has installed fine but still have the same problem with the internet.

It’s all annoying since it was all working until the renewal

Thanks

Gary

8

You could try the latest beta: https://forum.avast.com/index.php?board=15

9

sadly exactly the same problem with the beta version as well

10

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

11

The tool crashed the first time I used it. I have a problem though that I cant send anything from that computer as I have no internet again.

Is there any way I can just roll back to the version i was using before renewal

Gary

12

Old version: http://public.avast.com/supp/old_versions/18_3/avast_internet_security_setup_offline.exe

13

Hi,

tried this and my internet has gone again. No reply from any of my messages from support so I think the best option is probably getting a refund and find another AV which will work on my computer Sad because AVAST has always been good up to now but disappointed by the lack of response from the support team

thanks for your help though

Gary

14

You’re welcome Gary.