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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: Surreysteve on November 21, 2012, 10:42:55 AM

Title: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on November 21, 2012, 10:42:55 AM
Hiya

Avast are obviously in total chaos over this and it seems the only sensible info is on this forum. Despite sending two emails and 3 screenshots I got a total 'head in sand' response to simply re-install and then to get a new licence key. Pretty insulting really to those who have a technical background when so many real problems exist with Windows 8 and Avast. Obviously this did not work which  means I just wasted my time until I look on here and find the true problems.

I have an HP laptop with Windows 8 Pro. My problem manifests itself after about an hour of running in a loss of network and Web access although not total. Strangely stuff like Downloads, Gmail and Facebook continue to work but I cannot access most other websites nor my local router.

Additionally, when I look at Avast it reports that it is no longer licenced despite showing a licence file that is valid until July 2013. On one occasion it said it was no longer protecting the PC. If I disable Avast totally then I regain access to my local network and all websites. A reboot also clears the problem for an hour or two until it returns.

I will continue to debug in the absence of any Avast technical help (although it would be appreciated!). If anyone else has narrowed the problems better that I or has workarounds then it would be appreciated.

I did liek Avast until this and it would be a shame to go back to Kaspersky now!

Steve T
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Pondus on November 21, 2012, 10:48:42 AM
is this a brand new computer....was it delivered with a preinstalled trail version antivirus?
what antivirus did you use before installing avast?
did you uninstall it before installing avast?
did you run the vendors removal tool to clear any leftover files that may conflict?

removal tools
http://singularlabs.com/uninstallers/security-software/
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on November 21, 2012, 11:13:58 AM
Laptop was a year old.

As said in previous message Avast was a licenced version bought and installed  in July 2012 and which expires in July 2013. Avast worked perfectly on Windows 7 - never a problem. I installed Windows 8 a month ago and initially all was fine. Problems began around a week ago. The start of the Avast problems 'appeared' to tie in with a Windows 8 update although this is just supposition

Have done a complete Avast remove (using tool) and a total re-install. Have also obtained and installed new licence file. Still have same problems.

Steve
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on November 21, 2012, 11:16:10 AM
....and just to answer your question if not already clear - no other Anti Virus used. Just Avast - initially free version and then paid version from July 2012
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on November 21, 2012, 01:18:57 PM
Anyone from Avast got a comment on when Windows 8 users can expect a working version?
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: SteveRandall on November 22, 2012, 10:41:55 AM
I have just bought new laptop with Windows 8 pre-installed. Having been delighted with the free avast on my previous PC, I bought the Pro version for the new one. Shortly after installation, some of the Windows8 Apps (Skype, Store, photos etc) stopped working (they opened by hung on the "loading" screen. I wasn't sure if it was avast that had caused this but uninstalled it anyway and the apps came back to life. I sent a message to avast support via their website two weeks ago and have not even received an automated "thanks, we'll get round to it sometime" response. Until I hear something positive, I think I will just depend on Defender to ward of the evils of the internet.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: nuline370 on November 22, 2012, 11:41:23 AM
I'm having problems with internet access being randomly blocked or data partially sent - Windows 8 and Avast Pro trial 7.0.1474

It seems other people are having similar issues with Avast and Windows 8?

Any official comments from Avast? Has this problem been acknowledged?
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: schmidthouse on November 22, 2012, 05:04:46 PM
I do believe there is much work to be done on compatibility with Windows 8 and the paid versions of Avast( seems Avast Free works best).
Now this is simply based on reading the number of issues being reported I'm pretty sure the team is addressing the Windows8 issues in the upcoming  Version 8 of Avast.
While there are Windows8 users with apparently no issues I get the sense they are in the minority. :)


Title: Re: Window 8 Network Issues - dont bother using Support
Post by: win8user on November 23, 2012, 11:26:56 AM
I've had the same problem for the past two weeks.  The internet access comes to a halt after couple hours of heavy network use (i.e., downloading several linux distros at a high speed).  The weird thing is the downloading continues to work while any attempt for internet browsing fails with any browser.

As soon as I disable the network shield in Avast, everything comes back to normal.  I've tried updating the system files as suggested in other posts without any success.

After many days of hari pulling frustrations, I just switched the antivirus program.  Hope Avast resolves this issue soon as I really want to use Avast.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on November 23, 2012, 11:47:11 AM
Still no joy. Support are no use at all - I guess because they don't now what the problem is!

What I do find annoying is that I bother to send screen shots, copious specific information and I get treated like a fool.

Sequence so far:

    1.   Give them screen shots + loads of information describing environment and problem
    2.   Get told to do remove/install
    3.   Doesn't work (What a surprise)
    4.   Tell them it doesn't work - get asked what problem is again!
    5.   Get told to download new licence file
    6.   Same as 3.
    7.   Get asked what problem is again!!
    8.   I Give up wasting my time and decide to wait till they decide to sneak out the fix (without anyone noticing  LOL)

Surely any decent support team needs info from people like myself - I may not know Avast but I have more debugging and programming experience than their entire support team I'd guess.

Like most people here, I do like Avast and am just disappointed they have descended into such a shambles.

Steve T




Title: Re: Window 8 Network Issues - dont bother using Support
Post by: k.electron on November 24, 2012, 06:15:01 AM
i have been facing the exact same problem.

only solution is to disable web shield and carry on. create like an ubuntu vm with virtualbox to browse the internet.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: essexboy on November 24, 2012, 03:00:07 PM
Additionally those that are having firewall problems with Avast and Windows 8..  Check that the NIC drivers are up to date http://forum.avast.com/index.php?topic=108522.new#new
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: win8user on November 24, 2012, 06:31:02 PM
Tried the last 5 drivers releases by realtek, also tried the drivers provided by Windows Update.  Same problem.

My notebook using intel wireless n1000 nic is fine though.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on November 24, 2012, 06:35:55 PM
Just a few more details.

I am also running Windows 8 64bit and Avast  7.0.1474

The problem occurs after a few hours running and stops me from accessing most websites although GMAIL, FB and Downloads continue to function.

For me the web access problem is removed by stopping the Web and Network shields whereupon I can again access all website (although unprotected!). NB Prior to this point Avast seems to have already 'crashed' in that it reports my 'trial update' has expired despite displaying a 'licenced to date of Mid 2013. Also if I then try and re-start the two stopped shields Avast say it cannot.

The only way I then have of getting to a working (and protected) system is to reboot - this buys me a couple of hours.

Anyone there from Avast?

Steve



Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on November 24, 2012, 06:37:19 PM
Just to be totally clear I have a fully paid version of Avast and the 'trial expired' is a total mystery to me.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: DannyG on November 25, 2012, 06:21:15 AM

Having the same exacts problems are u are having under windows 8 64 bit. avast pro.
Every few days, web browsing stops working in any browser and email clients but everything else continues to work such as torrents. Disabling shields correct this. And or every couple days, says trial version even though my license is showing expiring next year. A reboot corrects this.

Did get bsod couple of times. But none since using emergency update patch.

Anways, clean install, all device drivers updated, makes no difference.

Standing by for program update before i get fed up and leave.


Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on November 25, 2012, 04:05:00 PM
Come on Avast - is there anyone there?

This cannot be that hard - multiple users are experiencing the same thing and the simple fact is that Avast itself is expiring and erroneously blocking perfectly safe web traffic.

Even if you don't have the solution yet surely you can give your paid users an update to let them know you are working on it.

A fix date would be even nicer.....we have after all paid for your services to protect our PCs and we are mostly running at risk with shields down!

Come on.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: bob3160 on November 25, 2012, 04:14:13 PM
It is Sunday today. 
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on November 25, 2012, 04:46:09 PM
....shame the viruses don't not work Sundays either  :-)

Seriously though , Avast have had several days to come back on this , not just today.

I just sincerely hope they sort them selves early this coming week.

Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Zdenek on November 25, 2012, 11:38:48 PM
Hallo all,

We are trying to detect the problem, but as somebody mentioned here before, the Windows 8 is new system and we are not able to reproduce the problem here in testlab.

Can you check if you have to disable shields completely to restore browsers functionality or is enough only to restart shields?

Thank you.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: DannyG on November 26, 2012, 12:02:29 AM

yes, disabling shields and re-enabling shields does allow the web to work in my case for a while, but usually in all cases when i do this it goes trial version eventhough the date is showing next year. And when it shows trial version, nothing works.  At this point if i try to insert the license again, it says something to the fact that some 'element'  is missing'.

Just find it easier to reboot the computer to fix this issue, just that it happens every few days of computer being on.





Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on November 27, 2012, 10:58:41 AM
My experience at moment almost identical to Danny. i.e. When the licence shows as expired only option to turn off web/network shields or reboot to get going again.

Last time I tried to disable/re-enable the two shields it would not let me, cannot remember the error messages - seem to remember there was more than one and something about "out of memory" - I will try to do some more scientific debugging next time.

NB This is the first time anyone from Avast has read what I am saying rather than just telling me to do a re-install!

I am happy to help and will report further - Avast: if there is anything specific you would like me to do just let me know.

Steve

Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Zdenek on November 28, 2012, 09:30:37 AM
Hallo,

Thank you for your patience. We are trying to detect reason of those connection failures.. The notice about memory can be interesting, can you check the memory consumption of running processes and windows kernel when the issue occurs again?

Thank you

Title: Re: Window 8 Network Issues - dont bother using Support
Post by: DannyG on November 28, 2012, 03:35:40 PM

Ok i will check the memory when it happens next......all though i forgot to mention that the avast service consumes alot of memory when web browsing when its working normally. I have noticed most times when doing heavy web browsing that the avast service can eat ram at a huge rate, it keeps growing and growing, at times reaching higher than 500 megs. When there is a couple minute of pause in browsing, it shrinks back to the normal size of about 25-50 kb's.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on December 01, 2012, 05:46:49 PM
Hiya

I have a number of screenshots (10) after the latest failure.

The Network Shield will not restart but restarting the web shield recovered Internet access.

The screenshots show the shields/Avast status screens after the failure and during attempts to stop/restart them. The other images show the memory/task usage at time of failure.

Can you let me know how to send them?

Steve

Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Oldboy49 on December 04, 2012, 10:39:35 AM
 :PI had simmilar problems.  I fixed most by temporarily turning off Web Shield. rebooting pc then turn on Web Shield.  Worked for somethings but not others.

Windows 8 live tiles gave me the greatest grief. So for each live tile i disabled web shield, clicked on tile untill app fully loaded then turned web shield back on.   Worked for all but a hell of a chore to do individually.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on December 06, 2012, 12:30:32 PM
Avast.....avast.....anyone there!!!

You asked for info and I posted few days ago I have screen shots - just let me know where to send them?

NB I just updated Avast on my partners PC and it came up with a message "Now FULLY compatible with Windows 8"  LOL....I don't think so!!!

Come on guys give us an update....we are your paying customers.

Steve
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Zdenek on December 06, 2012, 04:37:23 PM
Hallo all,

I'm using W8 with AVAST! heavily more than week to try reprodyce your problems, but without success..

I cannot say what is wrong here in AVAST! without steps to reproduce the issue.

Maybe you will be able to find a pattern to reproduce it ? The problem occurs always when you already visit a web site, run always some applcations, etc... Can you try to find something simmilar, or it is completerly random issue?

We are working on it, but still cannot find the reason of problems.

Sorry for inconvenience...

Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on December 06, 2012, 05:26:49 PM
Hi Zdenek

It happens after a few hours usage - sometimes 2-3hrs sometimes more and at least once/day

As I said I have screen shots (10) of the errors/memory usage at point of failure which I was asked to produce - if you have an email address I'll send them to you

Steve
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: bonehenge on December 10, 2012, 03:47:21 AM
I have just bought new laptop with Windows 8 pre-installed. Having been delighted with the free avast on my previous PC, I bought the Pro version for the new one. Shortly after installation, some of the Windows8 Apps (Skype, Store, photos etc) stopped working (they opened by hung on the "loading" screen. I wasn't sure if it was avast that had caused this but uninstalled it anyway and the apps came back to life. I sent a message to avast support via their website two weeks ago and have not even received an automated "thanks, we'll get round to it sometime" response. Until I hear something positive, I think I will just depend on Defender to ward of the evils of the internet.

If you alt-tab out from metro, I bet you will find that the app has been 'sandboxed' and is waiting for you to allow it to continue. very stupid concept to have ignored.

I lost all my email this way when avast sandboxed my email, loaded all the mail from the server, deleted it, then closed the sandbox without my interruption, thus losing all my email.

And I've had this with metro apps not loading, hanging, but when I alt-tab there they are in avast sandbox.

not to mention that the network shield kills the TuneIn radio app, and I've just realised now it's effing around with my web browser preventing me from getting to the router properly. I almost bought a new router thinking at first it was my ISP, then my hardware. It was bloody avast.

Uninstalling this rubbish until I find better alternatives. Avast on windows 8 is not only bad, it's destroying data. It's breaking more than itself.

I swore I would do this after my email, but now it's almost making me break things to fix them..... pathetic.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: SteveRandall on December 10, 2012, 10:40:43 AM
Sorry about your problems Bonehenge but I have to admit that it is nice to know someone else is experiencing exactly the same problems as me wit avast and Windows 8. The question has to be, "How come they can't find these problems?"
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: bob3160 on December 10, 2012, 01:10:46 PM
Sorry about your problems Bonehenge but I have to admit that it is nice to know someone else is experiencing exactly the same problems as me wit avast and Windows 8. The question has to be, "How come they can't find these problems?"
One of the reasons they haven't been able to find it is because they haven't been able to duplicate it.
One way to help, is to send in your dump files when a crash occurs.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: SteveRandall on December 10, 2012, 01:30:23 PM
One of the reasons they haven't been able to find it is because they haven't been able to duplicate it.
One way to help, is to send in your dump files when a crash occurs.

Unfortunately, I removed avast from my system some while ago awaiting a fix for this rather severe problem (that should be detectable in a lab as it seems to happen to a large number of users in one form or another). Consequently, I do not have dump files and, in any case, my system wasn't crashing, just freezing metro apps.
Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Surreysteve on December 10, 2012, 03:53:42 PM
The bottom line is that Avast support as a 2-way process is utterly non-existent.

Since my original posting (and original problem reporting) there has just been the odd  "sorry we are trying to fix it message" but nothing intelligent. My original problem report has lain totally unanswered.

As anyone who has experience of S/W development (and more importantly debugging) knows it is a difficulty process requiring as much definitive information as possible. I offered to help with this this and it has been totally ignored.

I have no idea how they hope to recreate the problem let alone fix it!

Back to Kaspersky I guess!



Title: Re: Window 8 Network Issues - dont bother using Support
Post by: Sparxx on December 10, 2012, 04:18:31 PM
Hallo all,

I'm using W8 with AVAST! heavily more than week to try reprodyce your problems, but without success..

I cannot say what is wrong here in AVAST! without steps to reproduce the issue.

Maybe you will be able to find a pattern to reproduce it ? The problem occurs always when you already visit a web site, run always some applcations, etc... Can you try to find something simmilar, or it is completerly random issue?

We are working on it, but still cannot find the reason of problems.

Sorry for inconvenience...

Hi, you may take a look at this thread: http://forum.avast.com/index.php?topic=110624.msg869853#msg869853 as i have the exact same problem with the free version of avast, i uploaded even a dump.