I actually attempted to install an older version on a friend’s pc, today. None of the older versions had a checkbox for Remote Assistance. I even used Avastclear to remove the installed Avast version.
Count me among those who are disappointed with this decision. I have an extended family I provide tech support for (no charge). I have Avast installed on all of their computers—some use the free version, others have opted for a paid subscription.
Several changes over the years have prompted me to consider another AV. SafePrice addon (before it was optional), SafeBrowser install (without even asking–and with some rather disturbing security issues), Cleanup added to the free version (simply to pop up an enticement to upgrade—it didn’t actually work in the free version), etc.
I don’t begrudge Avast a way to make money, and/or promote upgrading to users of their free version. But some of the methods (“Your Firewall is Disabled!”) seem a bit unscrupulous. for a security company trying to maintain a good reputation.
I have an idea. Why not make the Remote Assistance available in the paid version? Clearly there are many who use it, and it might give some free users an actual reason to upgrade. I’d force all my relatives to pay $30, or so, for this feature. Yes, I know there are other options. But if you ever had to do computer support for the elderly, and other completely unsavvy computer users, you might appreciate what a bonus this simply remote application has been.
The people I’m giving IT support for are family members who are elderly and they don’t have smartphones so even though the two step sign-in would be useful in providing an extra layer of security their phones can’t recognise the QR code generated.
I really think Avast have underestimated the amount of people who were using the “Remote Assistance” feature, I’m sure many other people who are currently using it are going to be in for a nasty shock as this update gets rolled out automatically over the coming weeks.
I just hope they realised they’ve made a mistake in removing this extremely useful feature and put it back into Avast in a future version.
Yes, we all know that there are many other options to perform remote assistance. But this is not the point here, this discussion here is drifting a bit away from it.
Let me repeat:
Avasts remote assistance was by far easier to use and understand than other tools like Teamviewer, especially for the people receiving a remote assistance, which are mainly no computer savvy elderly people. And, not to forget, there was no need to install and explain another application
That’s the reason why we would like to have back the very handy Avast solution.
It’s nice you are trying to provide options. But IMO, if TeamViewer isn’t going to work for someone, one of these other tools isn’t likely to, as their interfaces/setup are even more challenging. One that is quite a bit easier to use is https://www.join.me/, but I find it to be a steaming pile of fail.
I believe cautela has it right. We know there are alternatives, but the Remote Assistance of Avast was the best tool for many of us. Maybe I’m the suspicious type, but when a feature component is removed (and not simply disabled for the free version), I have to believe there are reasons that haven’t been mentioned.
Maybe I'm the suspicious type, but when a feature component is removed (and not simply disabled for the free version), I have to believe there are reasons that haven't been mentioned.
Indeed. It was not dropped due to bugs or problems.
The main goal is to focus (technical) resources in protection features and, in fact, Remote Assistance was a feature used by very few % of Avast’s users (and we have this data by telemetry).
So you don’t need to keep a reason for these “very few % of users” to be your loyal clients anymore?
Anyway, you choose to remove from your product an unique (among competing AV solutions) useful function that works ok (so need a very little further development) and, due to low demand, consume a very few resources of your dedicated servers.
Finally an answer from one of the Avast team. Thank you Lisandro for your information on this!
Well; Focussing in protection features makes sense to me in somehow.
But - as “yhorror” already mentioned - in marketing perspectives you are giving up an advantage against competitors by removing a handy and proper working feature that others just don’t have.
That’s something that your decision makers should reconsider.
I’ve added my affirmative vote in that thread and also reported it to Avast for a reply.
If it’s not coming back as part of Avast, at least make it available as a free standing program.
Helping a less knowledgeable user in a secure environment isn’t exactly not security related. It was also a good selling point of the product. User securely helping user.
So surprised to see such a solidarity for RA here!
Seriously, the service was totally underused, we typically only had a few dozens of concurrent RA sessions at a time (compare this to the 200+ million of Avast AV users).
But alas, I do see your point. I think it was a really good idea in the beginning, we just felt a bit embarrassed about its actual implementation and so we decided to get rid of it. As you probably know, it was causing a lot of issues and was quite slow (at least compared to the industry-leading solutions like LogMeIn, TeamViewer etc).
Here’s our current thinking about this whole thing: instead of spending all the engineering resources and building our own custom solution, we’d rather partner with someone who’s an expert in the field, and who has a top-notch product that we could integrate into Avast.
