PROBLEMS SINCE RANSOMWARE SHIELD :(

joangary · 2017-07-07T04:13:18.000Z

:o
Sorry I probably double posted this becasue I couldn’t remember how to do it… oops!
Okay…I’m not a computer wiz so be nice
Today I received notice that my shields were turned off. I didn;t turn them off…I then turned them on, did a scan, all is good, did the update for my PAID premier account. Before the update I was able to send emails from any document I wanted to with attachments. But NOW that the ransomware shield is on oddly enough I cannot email (share) anything that I need to send an attachment with…When I tried it repeatedly, it ends up closing the file I am in and my email account…it also removes the Avast icon from my start up bar or whatever it is called on the right hand side near the clock.
Everything was fine until I did this update! HELP PLEASE I NEED TO SEND ATTACHMENTS DAILY!
I run windows 10 if that helps.
Thank you!

Eddy · 2017-07-07T04:17:57.000Z

If you just disable the ransomware shield everything is working as it should ?

joangary · 2017-07-07T04:31:38.000Z

No…the same thing happens…it shuts down my files, email program and removes the avast icon…I can’t email a picture, a word document… nothing. But I was doing so just before I saw the exclamation point on the avast icon and it said my shields were down…turned them back on…don’t know how they turned off…and then updated avast…and then the ransomware was installed…and now I can’t wmail attachments.

Eddy · 2017-07-07T04:33:54.000Z

Ok, that very much looks like the ransomware shield is not the problem but something else.
Disable the shields one at a time and after disabling one, check if things are working.
Let us know what shield is the problem and we will take it from there.

joangary · 2017-07-07T05:13:01.000Z

Nothing…I closed ransomware, web, mail, behavior and file shields one ata time and restarted the computer after each. Still does the same thing. The only thing that changed was the avast icon is still in the bottom right hand corner by the clock.

Eddy · 2017-07-07T05:25:12.000Z

Perform a repair of avast and check if the problem is gone.
If not, perform a clean installation of the latest avast version and check again.

joangary · 2017-07-07T05:28:49.000Z

I did a repair and it didn;t work…how do I do a clean installation of the avast version…do you mean just click on the update again?

Eddy · 2017-07-07T05:33:17.000Z

No.

Remove all folders/files from avast
Remove all registry entries from avast
Reboot
Install the latest avast version

joangary · 2017-07-07T05:57:17.000Z

see this is where you are going to lose me…
remove all files/folders from avast…do you mean the files and folders listed on the ransomware shield?
I don’t know what registry entries are…?
I know how to reboot
Do I reinstall with my license or just the update?
see some people are just regular people that don’t know about computers…like me.

bob3160 · 2017-07-07T12:12:13.000Z

Here are instructions that should be easy to follow:
Repair Avast:
Control Panel> Program and Features (Add/remove program)>Select Avast> Select Repair. Reboot when completed
https://www.avast.com/faq.php?article=AVKB204
If Repair doesn’t fix the problem, try the following:
Clean Install of Avast:
https://goo.gl/4Ptzkf

joangary · 2017-07-07T15:12:15.000Z

Good morning…
Thank you for trying to help me with this!
I tried the fix last night…rather this morning. I’ve been up until 3am trying to get this fixed.
It didn’t work last night, but after reading your message I tried it again…still no luck
I really can’t stand sounding stupid, but computers are just not what I know…obviously…
I would like to try what you are saying to do next, but I get nervous when I see the term “safe mode”…
also when I disconnect from the internet, won’t the wi-fi kick in?
Sorry I must sound very stupid, but computers are a completely different language to me…
I appreciate whatever you can tell me so that I can try your fix…
Thank you…!

bob3160 · 2017-07-07T16:18:07.000Z

Getting off the internet is just an additional precaution and as long as you don’t do any actually browsing,
you can bypass that step.
Avast asks for permission to boot into Safe Mode so it can perform the removal of items that can’t be deleted
using the normal uninstall process via Programs and Features. Just grant it permission and it will reboot to safemode and do it’s job.
Once done reboot and you’ll go back to regular mode at which time you can install Avast again.
You can watch the following video I created last year to guide you through the process.
https://youtu.be/p-h3myRD51A

joangary · 2017-07-07T17:52:52.000Z

Hello!
First let me say thank you so much for your instructions and guidance! I truly appreciate it…unfortunately I had no success.
I uninstalled Avast…and uninstalled with the clear utility uninstaller…reinstalled…did everything. But still the same.
I even uninstalled Office 365 and reinstalled that…still does the same thing…all since the ransomware shield…
I feel that there is a major glitch between the ransomware shield and Office 365…and I know both companies are going to tell me it is the pther company’s doing.
I can only hope for an update that will address this and fix it…
Thank you again so much…if you have any other suggestions, I would gladly listen!
I’m up to 12 hours of wasted time on this…
But thank you…

bob3160 · 2017-07-07T18:04:25.000Z

I’ve reported this to Avast hopefully they’ll have something else that can be tried to solve the problem.
What version of Windows are you using ???

joangary · 2017-07-07T21:17:54.000Z

Thank you so much!!!
Well then I have an update for you to let Avast know. I just finished uninstalling Office 365 and reinstalling it…without any success. I went online and did a chat. I just don’t trust the remote option they gave me. So we “chatted” and did many things to narrow down the problem including creating a new account to see if the problem happened there too. The agent thought maybe my account was corrupted. But the new account did the same thing. After on chat with them for almost 3 hours. I decided that a system restore would be a good attempt being I have tried everything else. And guess what…after removing the latest AVAST update with the ransomware shield it all works fine! My terminology for computers isn’t the best…I believe they called what I call My Documents (which is isn’t called that anymore), Windows Explorer. But I’m old school and I like it to be called MY DOCUMENTS and I need to email a word document AND a jpeg in the same email. I checkmark both files and then go to the upper left hand corner and click on SHARE. Then I click on EMAIL. Another little box comes up with some info on the photo size and I hit okay and up comes an email with my files attached to it. That doesn’t happen when the ransomware shield is installed. As the agent said simply…the option to use the email from your Documents folder isn’t working. Isn;t that what I said But now that I have done the system restore I am up and functioning again with my clients…and friends! AVAST and Microsoft have to get together and figure this one out. This took up way too much time for me to be without the ability I needed to work. Microsoft is now aware of the problem and now AVAST needs to get onboard and they can work together on this. So sorry for venting…lol…it has just been an enormous amount of time wasted on something that didn’t need to be wasted. I have Windows 10, Office 365, and I guess that’s all they need to know at this point.
Thank you so much for your interest and help!!! I hope they really do something about this…I really like the idea of the ransomware shield, but I also have to function in my work world. I must now take off my work hat and satrt dinner for my husband. Thank you so much! Let me know if AVAST says anything to you about it!

bob3160 · 2017-07-07T21:42:56.000Z

Avast should reply in this thread if they have any ideas or suggestions.

Alikhan · 2017-07-07T21:46:32.000Z

I still can’t seem to understand what the problem is here?

Is the OP trying to say that they cannot send attachments via Outlook if the Ransomware Shield is enabled?

joangary · 2017-07-08T15:41:54.000Z

Even if I disable the ransomware shield I cannot send attachments while in my documents. It doesn’t matter if ransomware is enabled or not…the update with ransomware caused the problem. I had to do a system restore and go back to the settings BEFORE the latest update with ransomware. No problem then. But until it gets fixed I won’t update.
Now I go into my documents…or windows explorer (whatever the new name is)…I checkmark the word document and jpeg I want to send, go to the upper left hand corner, click on SHARE, click on EMAIL, a little box comes up, I click OK…tada! Email pops up with my attachments and the subject line filled in with the attachment names…just like it has since the beginning of time. I write my message in the body of the email and then choose who I want to send it to…done! Am I the only person that uses the computer this way? :-\

joangary · 2017-07-08T15:45:58.000Z

I have emailed AVAST help about this and still no response… My husband has free AVAST and I have Premier…seems like I pay for headaches and he’s happy as can be for free!..I’ll admit it…HE WAS RIGHT! Should have listened to my husband…guess I won’t be paying next year!

joangary · 2017-08-17T20:57:18.000Z

;D Don’t know how, but all of a sudden the problem is gone and I can email from My Documents again. I also notified Microsoft/Windows. I haven’t installed or uninstalled anything since my last post here. It just suddenly worked on its own. I checked every now and then to see if there was any change and nothing until today. The only new thing that happened was my virus protection updated. Windows last update was Aug 9th… :o

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