Windows XP, Excel 2003 sharing violation

brett45 · 2017-02-08T16:57:19.000Z

Reply from support after submitting a ticket telling them I use the free version.

We’re sorry, but we can’t seem to find a record of your license in our system.

If you use Avast Free Antivirus, please visit the FAQ section of our website or the Avast community forum.

#bangingheadagainstthewall

DavidR · 2017-02-08T17:31:54.000Z

Well that form can be used for technical support there is nothing on there to suggest it is for paid versions.

If you go to this link https://support.avast.com/support/tickets/new, that shows an option for Technical Support and that is the direct link that I gave you.

What is the problem with Excel 2003 ?
Whilst I use XP Pro SP3 I have an ancient version of excel (Office 97) and no issue with that.

Eddy · 2017-02-08T17:48:34.000Z

The OP is working on files over a network.

brett45 · 2017-02-09T09:48:44.000Z

DavidR post:10:

Well that form can be used for technical support there is nothing on there to suggest it is for paid versions.

If you go to this link https://support.avast.com/support/tickets/new, that shows an option for Technical Support and that is the direct link that I gave you.

What is the problem with Excel 2003 ?
Whilst I use XP Pro SP3 I have an ancient version of excel (Office 97) and no issue with that.

I’ll try to explain my problem a little more simply.

I have a network of 4 computers; 2 XP SP3 PC’s and 2 Win10 1607 PC’s.
Software causing problems: MS Office 2003 SP3.
All PC’s have AVAST Free V17 installed.

I have an Excel file stored on Win10 PC.
I access this file through the network on an XP PC, the file opens okay with no errors.
I make changes to the Excel file and try to save. I get the errors shown above in my previous post and the file becomes “locked”. I am unable to access the file from any other PC on the network. The XP PC I originally accessed the file has to be rebooted to enable access to Excel file from any PC on the network.

If I disable AVAST File System Shield on the XP PC before I open the Excel file on XP PC, I make my changes and save the file, I get no errors and the file saves.

If I access the Excel file on Win10 PC which the file is stored on or on another Win10 PC on the network I get no errors even if AVAST File System Shield is enabled. It seems the problem lies with XP AVAST File System Shield.

None of this was a problem when AVAST V12 was installed.

Eddy · 2017-02-09T10:01:58.000Z

Is simple file sharing enabled or disabled on the XP system ?

What XP version are you running ?

Is the network setup as a network group or a domain ?

brett45 · 2017-02-09T10:48:40.000Z

Eddy post:13:

Is simple file sharing enabled or disabled on the XP system ?

What XP version are you running ?

Is the network setup as a network group or a domain ?

Advanced file sharing is enabled. The file sharing permissions group is setup for EVERYONE with full control.
XP SP3 (Media Center Edition V2002 and Home Edition V2002)
Network is set up as a group (WORKGROUP).

Eddy · 2017-02-09T10:51:15.000Z

The setup shouldn’t be a problem.

If you haven’t done so already, submit a ticket as DavidR suggested.

brett45 · 2017-02-09T10:55:35.000Z

Eddy post:15:

The setup shouldn’t be a problem.

If you haven’t done so already, submit a ticket as DavidR suggested.

As per my previous post, I have already submitted a ticket but got the below reply.

We’re sorry, but we can’t seem to find a record of your license in our system. (because I am using the free edition)

If you use Avast Free Antivirus, please visit the FAQ section of our website or the Avast community forum.

#goingroundincircles >:(

brett45 · 2017-02-09T11:13:15.000Z

Once again, standard reply from support. No licence number no support!!!

How the hell are you supposed to advise AVAST there is a bug with their apparently “new and improved” version.

DavidR · 2017-02-09T12:59:20.000Z

I have requested clarification on the use of the support ticket system for avast free users.

brett45 · 2017-02-14T08:14:36.000Z

DavidR post:18:

I have requested clarification on the use of the support ticket system for avast free users.

Any news DavidR?

DavidR · 2017-02-14T10:28:00.000Z

Sorry no direct response, but I didn’t expect that as much as hoping it would be confirmed or not in the topic.

I still wonder if you used the correct form that I mentioned https://support.avast.com/support/tickets/new?form=3 as on that form there is nowhere it asks for a license no/order id, etc. So I don’t know how they would search for your license.

In looking at that form page again, I see a link for ‘Terms Of Support Service’ a .pdf file, I can’t recall that being present the last time I looked.

That said I have seen in another topic about someone using the wrong source requesting technical support and that is for paid versions only.

brett45 · 2017-02-14T10:40:09.000Z

DavidR post:20:

Sorry no direct response, but I didn’t expect that as much as hoping it would be confirmed or not in the topic.

I still wonder if you used the correct form that I mentioned https://support.avast.com/support/tickets/new?form=3 as on that form there is nowhere it asks for a license no/order id, etc. So I don’t know how they would search for your license.

In looking at that form page again, I see a link for ‘Terms Of Support Service’ a .pdf file, I can’t recall that being present the last time I looked.

That said I have seen in another topic about someone using the wrong source requesting technical support and that is for paid versions only.

I can confirm I submitted the form from your supplied link.
I got a reply within minutes stating “We’re sorry, but we can’t seem to find a record of your license in our system.”
:-\

Eddy · 2017-02-14T10:47:06.000Z

From that PDF :

SUPPORT FEES and PERIOD : Unless indicated otherwise, the Support described in this Support Policy is included with YOUR subscription to the applicable Avast Services at no additional charge. The Support in this Support Policy is available at the start of YOUR subscription to Avast Services and ends upon the expiration or termination of YOUR Avast Services subscription.

As I read it, avast only gives free support to paying customers. (with the exception if they help here on this webboard?) ???

On a note :
I am seeing the amount of complaints about support rising.

EDU license user submitted a ticket on 25 January 2017
I’ve tried to get someone from avast to have a look at it on 9 February 2017
User still hasn’t gotten any response at all >:(

bob3160 · 2017-02-14T14:13:37.000Z

I’ve also alerted someone. No guarantees but, we are trying.

system · 2017-02-21T23:40:05.000Z

Just registered to report that I have similar issues:

WinXP SP3, Word 2003, happens only after the latest update.

When I open a document stored on a network share in Word 2003 by double-clicking it in Explorer, Word open some *.tmp file instead. Maybe because I have the option to temporarily store network files locally turned on.

When I turn this Word option off, the file opens, but saving it gives me an error message saying that Word is unable to delete its latest backup copy.

When I do nothing but simply open a file, close Word, and open that file again, Word says that the file is in use and cannot be opened.

When I go to Avast’s prefs for the realtime scanner and turn the option to scan documents on opening off, most of these issues no longer occur. (However, Word still leaves a ~$… file in the document’s folder when I open a file and then close Word.)

I /have/ to work with an XP installation and Word 2003 every day, so my only choice ATM was to replace Avast. After that, all of the above issues were gone.

brett45 · 2017-02-22T08:21:12.000Z

FYI

I have had a response from AVAST support after submitting a support ticket and they have requested a support tool package. I have submitted this and support have responded with:

Many thanks for providing me this, I will contact you as soon as possible. I will consult with our second level team.

Lets hope they can resolve this.

mb42:
I would advise starting a new thread or contacting support via the below link so your problem can be identified as a separate bug.

https://support.avast.com/support/tickets/new?form=3

brett45 · 2017-02-22T08:23:26.000Z

Just received this from AVAST support.

Our team is releasing a new update on Friday. They have requested if you could update your Avast when this is released and see if this resolves this for you.

I look forward to your response,

The Avast Support Team

DavidR · 2017-02-22T09:08:55.000Z

@ brett45

Thanks for the feedback, hopefully come Friday your problem should be over.

NON · 2017-02-22T12:04:54.000Z

A Japanese user reported the same issue. I told him/her to wait some time, hopefully the issue will be resolved with next release.

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