I have placed 2 Support Tickets This Week And Have Heard Nothing Back From Either. What Gives?
I Have A Client Who Has No Antivirus Now Due To The Mess With 6 And 7. I Submitted A Ticket Which Included The Error Log From The Failed 7 Install Attempt.
Not Sure It Really Matters Though. As Bad As 7 Seems To Be, I Think I Shall NOT Recommend Avast Anymore And Investigate An Alternative Brand To Recommend The Client Install.
Sounds To Me Like Avast Played Microsoft And Pushed A Product Before It Was Ready.
Personally I would suggest you enter the problem here or use the forum search as I would imagine it is unlikely they are the first to encounter the problem.
The support tickets work on a oldest first, some are being accessed to seek an answer to the ticket unfortunately that resets the time. This could account for the delay, but shouldn’t excuse it, they need to sort that out so that the creation date is the overriding order not last accessed/updated.
I have a client (to far away for me to work wih personally), who had the 6 lock-up problem. They were smart enough to uninstall 6 to try and reinstall, not realizing 7 would be installed.
7 Fails to install, instead, throwing a very long log-file on the screen.
I suggested ASWClear in safe-mode. They did that. No help. Version 7 will not install.
That one will not work if there is actually no program installed…
I did use that on a couple of machines this week, including a Win7 that was getting Avast related BSOD the day all this mess hit the fan. Both times it said I did not have the problem it addresses.
tOM tECH 77, tODAY wE hAVE uPDATED aSWcLEAR uTILITY oN oUR wEB sITE. pLEASE tRY iT tO cOMPLETELY uINSTALL aVAST7 fROM tHE sYSTEM. iNSTALLATIOn sHOUd cOMPLETe tHEn wITHOUt aNy pROBLEMs. iF nOt wRITe hERe pLEASe.
Lukor was in Bellingham last week, he could’ve stopped by your place and fix it :D.
Anyway, I couldn’t find your support tickets (probably you used different email/nickname) so I can’t comment it.
When I had a problem with Avast 7, I know that I had previous number versions on the system, so I just went through and uninstalled all of them. The uninstall utility found fragments from Avast 4-6, because in past years, I always just used the GUI updater. Since doing BOTH Add/Remove Programs to get Avast 7 out, AND removing all Avast versions, using the Avast uninstall utility, I got a new download of Avast 7, and it now works fine.
On Windows XP I had to enter Safe Mode as an Owner, rather than Administrator, because selecting Administrator did not show the Avast Uninstall utility on the Desktop.
For those who are tech support people, the person I work with customized my computer and has been great. He installed a program on it that allows him to connect remotely. It was fascinating watching him work on my end of it. And I was able to cooperate because I knew how to disable all the avast shields and firewalls. Two other times he was able to help me with a problem. Only once did I have to take the computer to the shop.
My son in law also works as a computer tech person for a group of hospitals. He is going to install a remote program on my computer so I don’t have to pay for support again. It took my tech support agent an hour and a half to straighten up the mess a windows driver install made, and avast was making worse because it kept stopping him from working on the probem. But it was worth it to be able to start working with my computer again.
I’d recommend anyone who has a support person they trust to install one of those remote programs.
Peggy
Actually, I’m in Bellingham…The Client is south east, East of Sedro Woolley…Out in the sticks as it were…It’s actually my Sister…But a ‘Client’ in these situations…I’m a Network Administrator, and all around Technical Troubleshooter…
Anyway…She reports back: “Same Results”. I had her do an aswClean of both 6 and 7. Still will not install 7.
Time to figure out an alternative to Avast. She cannot keep running without protection. The only one I can think of that comes close to Avast is AVG, though I’ve never experienced that one.
Thanks Jack 1000. I tossed the idea of 4 up to her.
I am using a different set of credentials for here vs the main site...tom@ucantrade.com is the address related to the main site
As for the tickets: One is related to what we are doing here. The other was related to here at work where we have 10 license Pro and 20 license Business. One of our Win7 Pro running Avast Pro gave 2 BSOD first day after I upgraded from 6, but has been fine since. My PC (Working On Now) is also Win7 Pro running Avast Pro 7, and has been just fine. All other Avast Pro are still 6. I’m still reluctant to upgrade the rest to 7 at this time…and I sure hope you all don’t decide to mess with Business…That would be a disaster to our business if that didn’t go well…
So…Don’t know if anyone at Avast is still paying attention to this thread, but nothing has improved with the problem being dealt with through this thread.
The following statement was confirmed as being dealt with yesterday evening by my Sister:
“You downloaded aswClear to your desktop. You went into safe-mode (Windows looked weird, and probably had text in each corner warning you that you were in safe-mode. Properly being in Safe-Mode is required). You launched aswClear. one-by-one you selected each of the ‘free’ versions (4 thru 7) from the drop-down. For each version you selected, You hit some button to tell aswClear to do its thing. After that was done, you restated the computer, launching Windows as normal, and failed to install Avast Free Version 7.”
That log looks weird from the very beginning, the execution commandline is showing some corrupted characters.
She shouldn’t run the installer from the IE cache. Let her save the setup file to desktop or some other folder and run it from there.