Passwords Synchronization

[jelinek]

Hello nicholas,

sorry for delay in my response (holiday). Now I will be quicker.

If you have a problem with logout please try this.

• Log in into your vault by insert your master password manually (not over One Touch Login) feature.
• Turn off the One Touch Login (Settings → Passwords → One Touch login section → Turn off)
• Then turn off the synchronization ( Settings → Passwords → Synchronization section → Turn off synchronization)

Your account is reset now. So after you log in back into your account, your device will be authorized and back up email come to your mailbox.

If you have any problems, please contact me.

Have a nice day,

J.

[system]

Jelinek,

No worries, thanks for the response. I logged in manually but I cannot turn off one touch. I click “turn off” and nothing happens.

Nick

[jelinek]

Dear Nicholas,

we are sorry for your troubles.

This advice help you with your problem.

[ol]- In your phone please go to Settings → One Touch Login pairing → Click on “Unpair”

• In Windows go to Settings → One Touch Login → Pair new device
• Pair again your phone with your desktop by instructions
• After pair, please lock your vault and then log-in again by inserting your master password manually (not over OTL)
• Now go to settings again and turn off the One Touch Login and then “Turn off synchronization”. It could works now [/ol]

You should be now disconnect from your account (beware that turning off synchronization delete all your passwords and notes).

We will be very glad, if you find a time and send us a logs, where we can recognize what’s going wrong in your situation and we can do some bugfix.

Please find a file c:\ProgramData\AVAST Software\Avast\log\AvastSvc.log - Please send this file into my Private Message or send it to jelinek@avast.com

Thank you very much,

J.

[system]

Thank you!

Your instructions solve the problem for me, I however did not re-setup OTL.

As per your request I’ve sent you the log file.

Thank you again for the excellent support!

[system]

hi can u help me i have the same problem i dont have a trusted device i dont know why. my phone tells me that i need one but on the pc its the same?? can u pls help me sitting here for 2 hours reading all tutorial but nothing worked? can u say whats my trusted device or can u reset it pls??

hope u can help me

[Eddy]

Did you connect the devices to the same avast account ?

If they are, where do you get stuck ?
https://www.avast.com/faq.php?article=AVKB255

[system]

yes the are both registrated at my email account. i think my problem is that i have a first trusted device but i dont know which it is. so both devices now (mobile and PC) tell me that i need an active account. but i dont have that and i dont find the restore email. so can u reset maybe?

[Eddy]

If you want a reset, you need to ask avast.
https://support.avast.com

[system]

i did it but no replay maybe i have to wait how can i see that they answer me? i will get an email?

[Eddy]

Yes, they will respond by email.

[bob3160]

@Eddy post:30

Yes, they will respond by email.

Don’t forget to look in your Spam folder in case your email provider put Avast’s reply in there.

[system]

@jelinek can u pls reste my account too? what i have to do before u reset? pls help me

[system]

I have the same problem.

Having initially installed this on my mobile phone i think this was my initial device however i logged i forgot my password and there is no password reset button despite online guides saying their was.

since then i have logged in on my pc, i can access the account, delete device, and reconnect them, but i still get no verification pop up so am unable to sync anything.

hope you can help please. ideally asap because i need to resolve this soon or purchase another product before i go on holiday.

thanks

gary

[system]

Same issue,

Have passwords set up on PC account and works fine, seems to be sync etc.

Mobile app throws me the verification code but no where do i see the option to allow it.

if it is in a diferent group how do I merge them?

thanks,

[system]

Keep calm & Just wait (or try to find in your mailbox) for a “Your backup identity from Avast Software” mail
I have a Premium version of avast + passwords + vpn and nothing work)))

[system]

Same issue here!!! Avast Pro user.

Can’t sync any device!
Just a window with a code and success!!!
Have no restore or other mail from Avast (also in SPAM box).

:o

[system]

thank you for helping

[Anand18]

Hi There,

Please can someone assist? I have the same issue as the message below, and would like someone to reset and remove all sync records associated with my account. Please can someone confirm?

Thanks,
Anand

@jelinek post:11

Dear nicholas.j.curley & mcompagno,

I believe that you both are having same issue. Is seems that you don’t have any active device in your synchronisation group at this time, but you need one to confirm new device added to your synchronisation group so you can start sync your passwords across devices.

Shortly how Avast Passwords synchronisation works:
When you turn on synchronization for very first time, new synchronisation group is created. The device, where you turned in on for the first time, is automatically trusted and active. We also send you and email with backup link to your mailbox. You can later use it for device authorisation in case you don’t have any other trusted device active anymore or you can’t use active trusted device to authorise other devices at the time you want to add new device to synchronisation group.

When you later add other devices to your synchronisation group it needs to be confirmed either by another device (which is already trusted) or using backup link we’ve sent you to your mail box on synchronisation group creation. Here is the point where Authorisation code applies. We show you authorisation code which can be verified on trusted device (mobile devices only at this time) and let you decide whether you want to add such device to your group or not. It is another protection layer and it prevent unauthorised access to your group even in case your my avast credentials are stolen. Until the activation of the device is done, device stays in pending activation state. You can still use it, but you don’t have access to data shared between trusted devices.

You can read more about synchronisation here:
https://www.avast.com/faq.php?article=AVKB255

Back to you problem. We believe that you don’t have any trusted device active at this time so you need to use backup link, to authorise at least one of devices you want to use now. Our data says that we have sent you backup link in the past:
nicholas.j.curley: 8.12.2015
mcompagno: 29.11.2015

Please go to your mailbox using device you want to authorise for synchronisation, search for the email the date mentioned above (with subject: "Your backup identity”), hit the link and follow this guide:
https://www.avast.com/faq.php?article=AVKB255#idt_04

Hopefully helps.

Regards,

Jan from Avast Passwords Team

[system]

Hello,
I have the same problem. How I can request for reset of my account?

Regards

[bob3160]

@mm_tfx post:39

Hello,
I have the same problem. How I can request for reset of my account?

Regards

follow these directions:
https://forum.avast.com/index.php?topic=187266.msg1327056#msg1327056