Lack of answer

Avast Free Antivirus / Premium Security
1

ok i’ve not had to use this forum before but i now feel i have no choice. i filed a ticket 25 days ago now and still haven’t had a response. to be honest i’m getting a bit peeved due to the fact i’m a paying customer who hasn’t had an available Avast service since 5th January. not even the free would work. as a result i’ve had to resort to downloading AVG in an attempt to keep my life online.

would someone from avast who sees this please get in contact with me as i feel 25 days without a reply is a joke.

regards,

Tom

2

Hello and welcome to the Forum! :slight_smile:

Could you please post your Ticket-ID?

DJBone

3

the ticket ID I was given is 133946.

HTH

Tom

4

I am having the same problem. Filed a request to cancel in December, 5 days before my subscription expired. Received a reply approx, one month later, giving me an order - Ticket ID: 118738.

The email had a link to click on to confirm that I wanted to cancel my subscription. I clicked on it, and got a “Letter of Destuction” saying that my subscription was canceled and I would get a refund for the money they charged my card for another subscription. The letter stated:

Letter of Destruction

You have already responded to all terms and conditions regarding your refund. No further action on your part is necessary. Thank you for your timely response. We will continue processing your refund for each product where you have accepted the terms and conditions.
Contact Customer Service

Today, I got an email saying:

This is just a friendly reminder about your support request.

We have not heard from you in several days regarding the ticket below.

Ticket ID: 118738

Subject: My subscription expires today. I sent emails on the site to cancel my renewal order, but when I clicked send email, there is nothing indicating the email was sent. How do I cancel ASAP. I want to cancel today. I don’t want to renew.

[i]This is just a friendly reminder about your support request. We have not heard from you in several days regarding the ticket below. If you do not need any more help, we will consider this ticket closed.If you still need help with this issue, please reply online at:

https://support.avast.com/helpdesk/tickets/118738

The ticket will be re-opened by your response so that we can continue to assist you.If you have any further questions, please let us know.[/i]

However, when I got that link and attempt to respond, I can not do so, as it says I must complete the field for Order ID, but will not accept my ticket number. It is a ctach 22, as it says I must respond, or they will cancel the ticket, but the email was sent to me today, and they will not accept my ticket #, so it is impossible to respond. It appears they already canceled the order before sending me the email saying they will cancel the order, if I don’t respond.

This is really crazy. What can i do? :-[

5

i just want to add that 2 hours after they sent the email saying they will terminate my order if they don’t hear from me, I attempted to reply to the email, when my attempt was stymied because they will not accept my ticket # at the web page where they said I must go to keep them from canceling the order.

Is there any way, any way at all, to talk to or to contact Avast, besides posting on this forum. it seems quite impossible. I really don’t like this Catch 22 situation, which seems to be built into the system to confound me.

6

Post is reported to @moroni

7

Hi,

Your refund has already been issued. The support ticket is being closed because the request has already been processed.
Closing the ticket doesn’t mean cancelling your request :slight_smile:
You actually don’t need to reply, but in case you feel your case has not been resolved you can just reply to the email you received.

8

I am really sorry about it :frowning:
I just replied to your ticket

9

Moroni thank you for your reply however I have a bigger problem. as the avast program wasn’t working fullstop when i filed the ticket i used the avast uninstall tool. now it seems i cannot even install avast free. it says to me there is avg installed even when i’ve done a full uninstall and it won’t finish the avast installation saying the path is invalid and can’t be loaded into the folder chosen.

any help you could provide would be greatly appreciated as up until now i have always been happy with avast but now it seems i cannot use it.

regards,

Tom

10

Yo’ll need to fully remove AVG and Avast. Once that’s done, again install Avast.
Follow the link in my signature for instructions to successfully install Avast and you’ll have access to all the programs you need
to succeed.

11

i’ve tried all your advice in the link and it is still telling me path is invalid when I try to install avast free.

12

First, be sure to get rid of all remnants of your prior installed AV(s)…!!
→ https://www.avast.com/faq.php?article=AVKB11#artTitle

Then:

  1. Download Avast Free Antivirus: https://files.avast.com/iavs9x/avast_free_antivirus_setup.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.
13

I’ve already used the uninstall tools for both avast and avg and tried from scratch with avast. it still doesn’t work! as said before it tells me it cannot be installed in the folder selected and in brackets it says path is invalid.

if i have used the uninstall tools then how else can i do any more? in the requirements for avast 2016 it says vista sp2 32 bit is supported. as this is the OS i am using is it possible that the info on the avast download page is incorrect and actually i require a more modern OS?

14

Attach your basic diagnostic logs. (MBAM, FRST and aswMBR)
Instructions: https://forum.avast.com/index.php?topic=53253.0

15

Thanks, Moroni! Today I got an email saying my order has been processed and I will get the refund soon. Sorry if I got a bit upset there, but it was very confusing to get an email yesterday saying they were closing the ticket because they had heard nothing from me, as that was not at all the case. In fact, it seems it was a case of the left hand not knowing what the right hand is up to. lol

These things happen. All’s well that ends well. If I hadn’t been so mixed up about this, I would have taken the discounted offer for Premier that I got last night, when I logged into my account. But didn’t want to do anything before I know the ongoing ticket order had been sorted out. Afraid it might cause further confusion. lol Oh, well, no biggie! Maybe next time. :wink:

16

No problem! Glad to hear that it was just a misunderstanding :slight_smile:

What was the offer about? Send me a PM :wink:

17

hopefully this is what you are asking for. please bare with me as i’m not even remotely IT proficient.

regards

Tom

18

OK, now you’ve to wait a bit…

19

OK I may need to run a stronger tool than these, but lets see first

On completion of this try and re-install Avast again and let me know if there is an error

CAUTION : This fix is only valid for this specific machine, using it on another may break your computer

Open notepad and copy/paste the text in the quotebox below into it:

CreateRestorePoint: HKLM\...D6A79037F57F\InprocServer32: [Default-fastprox] C:\$Recycle.Bin\S-1-5-18\$ec2ae66688b4b9dd54a4b07736df2a38\n. <==== ATTENTION HKU\S-1-5-21-697015470-4189967249-1225989827-1000\...\Run: [TOY5KNQ8OC] => C:\Users\THOMAS~1\AppData\Local\Temp\Zhd.exe <===== ATTENTION HKU\S-1-5-21-697015470-4189967249-1225989827-1000\...409d6c4515e9\InprocServer32: [Default-shell32] C:\$Recycle.Bin\S-1-5-21-697015470-4189967249-1225989827-1000\$ec2ae66688b4b9dd54a4b07736df2a38\n. ATTENTION ShellIconOverlayIdentifiers: [00avast] -> {472083B0-C522-11CF-8763-00608CC02F24} => No File Winsock: Catalog5 01 mswsock.dll No File ATTENTION: LibraryPath should be "%SystemRoot%\system32\NLAapi.dll" Winsock: Catalog5 05 mswsock.dll No File ATTENTION: LibraryPath should be "%SystemRoot%\System32\mswsock.dll" SearchScopes: HKU\S-1-5-21-697015470-4189967249-1225989827-1000 -> {B6FFFBC1-429A-4F03-A24B-AE2DD7DB4C6F} URL = hxxp://start.mysearchdial.com/results.php?f=4&q={searchTerms}&a=coolmsd&cd=2XzuyEtN2Y1L1QzutDtDtBtAyD0AtDzytCyEyByBtAtA0DzytN0D0Tzu0CyDtBzztN1L2XzutBtFtBtFyEtFyBtAtCtN1L1Czu1R1F1F1I1H1B1Q&cr=2129092172&ir= Toolbar: HKLM - No Name - {CCC7A320-B3CA-4199-B1A6-9F516DD69829} - No File Toolbar: HKU\S-1-5-21-697015470-4189967249-1225989827-1000 -> No Name - {21FA44EF-376D-4D53-9B0F-8A89D3229068} - No File Toolbar: HKU\S-1-5-21-697015470-4189967249-1225989827-1000 -> No Name - {D4027C7F-154A-4066-A1AD-4243D8127440} - No File FF Plugin HKU\S-1-5-21-697015470-4189967249-1225989827-1000: @facebook.com/FBPlugin,version=1.0.1 -> C:\Users\Thomas Kemp\AppData\Roaming\Facebook\npfbplugin_1_0_1.dll [No File] FF Plugin HKU\S-1-5-21-697015470-4189967249-1225989827-1000: @hola.org/FlashPlayer -> C:\Users\Thomas Kemp\AppData\Local\Hola\firefox_hola\app\flash\NPSWF32_18_0_0_232.dll [2015-10-14] () FF Plugin HKU\S-1-5-21-697015470-4189967249-1225989827-1000: @hola.org/vlc -> C:\Users\Thomas Kemp\AppData\Local\Hola\firefox_hola\app\vlc\npvlc.dll [2015-10-14] (Hola) CHR HKLM\...\Chrome\Extension: [nbmafkdmkkckhggblphicnnhlgljnoje] - C:\Program Files\TornTV.com\torn2_10.crx CHR HKLM\...\Chrome\Extension: [pflphaooapbgpeakohlggbpidpppgdff] - C:\Users\THOMAS~1\AppData\Local\mysearchdial_speedial_v9.0.2.crx [2013-06-11] CHR HKU\S-1-5-21-697015470-4189967249-1225989827-1000\SOFTWARE\Google\Chrome\Extensions\...\Chrome\Extension: [pflphaooapbgpeakohlggbpidpppgdff] - C:\Users\THOMAS~1\AppData\Local\mysearchdial_speedial_v9.0.2.crx [2013-06-11] 2016-01-19 19:18 - 2016-01-19 19:19 - 00000000 ____D C:\Users\Thomas Kemp\AppData\Local\{A947A434-6B57-46B9-AAAC-0E64B62AAA82} 2016-02-07 10:34 - 2010-02-17 18:39 - 00000252 ____H C:\Windows\Tasks\{35DC3473-A719-4d14-B7C1-FD326CA84A0C}.job 2016-02-07 10:27 - 2010-02-17 18:39 - 00000304 ____H C:\Windows\Tasks\{66BA574B-1E11-49b8-909C-8CC9E0E8E015}.job 2013-06-11 17:16 - 2013-06-11 17:16 - 0423709 _____ () C:\Users\Thomas Kemp\AppData\Local\mysearchdial_speedial_v9.0.2.crx CustomCLSID: HKU\S-1-5-21-697015470-4189967249-1225989827-1000_Classes\CLSID\{F7117AE6-81F2-45B8-96EE-56F6FD357A48}\InprocServer32 -> C:\ProgramData\{49A0BAC7-3326-4433-9373-4AA8793ABB5C}\mydocs.dll => No File CustomCLSID: HKU\S-1-5-21-697015470-4189967249-1225989827-1000_Classes\CLSID\{fbeb8a05-beee-4442-804e-409d6c4515e9}\InprocServer32 -> C:\$Recycle.Bin () CustomCLSID: HKU\S-1-5-21-697015470-4189967249-1225989827-1000_Classes\CLSID\{83A4D5A6-E2C1-4edd-AD48-1A1C50BD06EF}\InprocServer32 -> C:\Users\Thomas Kemp\AppData\Local\Microsoft\Internet Explorer\Downloaded Program Files\ImageUploade (the data entry has 17 more characters). CustomCLSID: HKU\S-1-5-21-697015470-4189967249-1225989827-1000_Classes\CLSID\{94AB719E-1300-4098-8C18-B2A765327D15}\InprocServer32 -> C:\Users\Thomas Kemp\AppData\Local\Microsoft\Internet Explorer\Downloaded Program Files\ImageUploade (the data entry has 17 more characters). CustomCLSID: HKU\S-1-5-21-697015470-4189967249-1225989827-1000_Classes\CLSID\{BA6272FD-A7AD-4498-9476-552040B7EDD4}\InprocServer32 -> C:\Users\Thomas Kemp\AppData\Local\Microsoft\Internet Explorer\Downloaded Program Files\ImageUploade (the data entry has 17 more characters). CustomCLSID: HKU\S-1-5-21-697015470-4189967249-1225989827-1000_Classes\CLSID\{BF357E76-2001-47F1-8057-46DEE9627DFD}\InprocServer32 -> C:\Users\Thomas Kemp\AppData\Local\Microsoft\Internet Explorer\Downloaded Program Files\ImageUploade (the data entry has 17 more characters). Task: {376F122B-F7DA-4A05-BA4B-F89802A294AE} - System32\Tasks\Ad-Aware Update (Weekly) => C:\Program Files\Lavasoft\Ad-Aware\Ad-AwareAdmin.exe Task: {3E14308E-C15F-44F6-9620-0DD5F85C1056} - System32\Tasks\avast! Emergency Update => C:\Program Files\AVAST Software\Avast\AvastEmUpdate.exe Task: {02CCF9B5-243C-44A9-A619-FD3DB220257A} - System32\Tasks\{35DC3473-A719-4d14-B7C1-FD326CA84A0C} => C:\Windows\msb.exe Task: {A1B3F2AE-1F63-4283-AB66-1F4FC6117408} - System32\Tasks\{66BA574B-1E11-49b8-909C-8CC9E0E8E015} => C:\Users\THOMAS~1\AppData\Local\Temp\Zhd.exe <==== ATTENTION Task: {FA258DA9-E914-4C0B-86A2-6C95D669E8DB} - System32\Tasks\{8629FF29-F786-440A-B8E8-606B4D893BC0} => pcalua.exe -a "C:\Users\Thomas Kemp\Downloads\MP10Setup.exe" -d "C:\Users\Thomas Kemp\Downloads" Task: {FB27EDCC-1834-4A83-8F6E-A7486FFFA42D} - System32\Tasks\{117FE413-0BF5-4355-B758-0C3A27FECFBF} => pcalua.exe -a "C:\Users\Thomas Kemp\Desktop\Warchiefs\autorun.exe" -d "C:\Users\Thomas Kemp\Desktop\Warchiefs" Task: C:\Windows\Tasks\Ad-Aware Update (Weekly).job => C:\Program Files\Lavasoft\Ad-Aware\Ad-AwareAdmin.exe Task: C:\Windows\Tasks\{35DC3473-A719-4d14-B7C1-FD326CA84A0C}.job => C:\Windows\msb.exe Task: C:\Windows\Tasks\{66BA574B-1E11-49b8-909C-8CC9E0E8E015}.job => C:\Users\THOMAS~1\AppData\Local\Temp\Zhd.exe <==== ATTENTION IE trusted site: HKU\S-1-5-21-697015470-4189967249-1225989827-1000\...\hola.org -> hxxp://hola.org C:\$Recycle.Bin\S-1-5-21-697015470-4189967249-1225989827-1000\$ec2ae66688b4b9dd54a4b07736df2a38 C:\$Recycle.Bin\S-1-5-18\$ec2ae66688b4b9dd54a4b07736df2a38 C:\Windows\msb.exe Reg: reg delete HKLM\SOFTWARE\Policies\Microsoft\Windows\IPSec\Policy\Local /f Reg: reg add HKLM\SOFTWARE\Policies\Microsoft\Windows\IPSec\Policy\Local /f RemoveProxy: EmptyTemp: CMD: bitsadmin /reset /allusers

Save this as fixlist.txt, in the same location as FRST.exe

https://dl.dropboxusercontent.com/u/73555776/FRSTfix.JPG

Run FRST and press Fix
On completion a log will be generated please post that

THEN

Please download AdwCleaner by Xplode onto your desktop.

[*]Close all open programs and internet browsers.
[*]Double click on AdwCleaner.exe to run the tool.
[*]Click on Scan.
[*]After the scan is complete click on “Clean”
[*]Confirm each time with Ok.
[*]Your computer will be rebooted automatically. A text file will open after the restart.
[*]Please post the content of that logfile with your next answer.
[*]You can find the logfile at C:\AdwCleaner[S0].txt as well.

Download the correct version of Avast
Avast Free
Avast Pro
Avast Internet Security
Avast Premier

20

the program you gave me has been running for hours and keeps saying that the farbar recovery tool is not responding. I don’t want to cancel it in case it causes issues. what is the best course of action?