Avast WEBforum
Other => General Topics => Topic started by: ctgardengirl on April 05, 2013, 06:15:45 PM
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Being unable to insert the 2 year license which I just bought this week on Monday for Avast Internet Security, which has already been running on my computer) I called tech support - both Monday, who said to write up a ticket - which I did. Oddly, there was no ticket number even though it said it 'took'. I did not get a response in 5 days. So I called again today. He said he was '2nd level' support.
He came on remotely, opened a bunch of boxes fast, and stated I had major registry errors and conflicts and my computer was going to fail soon. He said I needed 2 - 3 hours worth of work done on my computer. He then told me they could do it for $169.00. When I said no I wanted to think about it, he said his supervisor was standing right there at that moment and he could likely get a $50 discount for me right then. I almost said yes, but then said no. He took the pressure off, but said if I called back later there was no guarantee that I could do this. I asked for a link from the website or a phone number, he did not have one. All this was a red light saying, nope, better not just in case this isn't kosher. I'm glad I didn't.
The guys name was Mario, and said he had formerly worked for Dell, and was in Costa Rica. He said he got off at 5:00 or 5:30 their local time, so I had only 20 minutes to make up my mind. Yeah...
Let me just say, I don't care if this is a 3rd party or not, Avast is liable and responsible for the support of it's product, if offered. I'm not impressed and would like to discontinue my paid version. I have lost faith.
Also, any other company that I've had a chat with would send the log file to me. I did not get one. That's because it would have had his identifier on it. If I had realized this in the first place, I would have written down all this information. His login ID was Mr something with 4 digits. Too bad I can't remember what they were. Sigh.
Anyway, I just wanted to inform someone that this is still going on, and I am 'this close' to leaving Avast, and telling all my relatives, who use it, to dump them as well. I was a very unhappy camper this morning.
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Try sending an Email to Avast Support, I think you will have better luck.
support@avast.com
I had trouble inserting my license. If you are running Windows 7, go to control panel, and user accounts, click on change user account control settings, and move the slider all the way down.
Here is an Email from avast telling you how to insert the license.
Dear valued customer,
We have received your request to re-send the license file for your avast! program.
To insert your license, please follow the instructions below:
1. Make sure you have installed either avast! Pro Antivirus or avast! Internet Security on your computer.
2. Your license file is attached to this email. Please save the license file to a secure folder on your hard drive. This file is needed to fully activate your avast! program – it will not install the program so please do not try to open the file before you have installed avast antivirus on your computer.
If you did not receive the attachment, please make sure that your e-mail client and Internet provider allows you to receive attachments and then request your license again.
3. If you have installed avast antivirus on your computer, you only need to double-click on your license file to insert it in the program.
4. Alternatively, open the avast! Interface and click on the Maintenance tab.
Select “Subscription” and then “Insert license file”. Then simply browse your files to locate the file “License.avastlic”. Click on this file to select it and click “Open”.
5. You will be asked if you are sure you want to insert the selected license. Click “Yes”. Your license will now be activated automatically for the valid period of the license.
Note: Your license is valid from the day of purchase, not from the day of activation.
If you have any difficulties inserting the license file please check the link below to find more information.
http://www.avast.com/support
Thank you for purchasing avast!
Best regards,
Your avast! team
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@ ctgardengirl
Report this unacceptable behaviour, which should come under the terms of the free avast support:
Third-party Support Manager, Vojta (nekvapil (at) avast (dot) com) has requested info about 3rd party support issues, so if you have time to recount your experience (copy and paste your post give the link to this topic, etc.), and see the post below.
Reference forum response post http://forum.avast.com/index.php?topic=111683.msg877605#msg877605 (http://forum.avast.com/index.php?topic=111683.msg877605#msg877605)
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"5. You will be asked if you are sure you want to insert the selected license. Click “Yes”. Your license will now be activated automatically for the valid period of the license."
This is the point where it Did Not install. It says' Unable to insert license file. Access Denied.'
I went through everything you posted several times. I went to Control Panel and 'repaired' Avast. Restarted computer. Still did not work. Thanks for your help, I wish it had worked. Sigh.
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Thank you DavidR. I did just that. :)
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Are you using an account that has admin privileges (not a limited user account) when trying to insert the license into avast ?
If so, try this go to where you saved the license.avastlic on your hard drive and just double click it.
What happens when you do that ?
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When you went to user accounts, did it show you as administrator?
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Maybe it's Avast that is denying access. Try this. Open Avast, click on setting in the upper right corner. Then click on troubleshooting on the left hand side at the bottom, and remove the check from Enable Avast Self Defense Module. Just be sure to check it again when you are finished.
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Funny how Dell and Avast third party support, iYogi and the cold call scammers all seem to use the same scare tactics and ask for $169.00. One might almost suspect they are all actually the same people sitting in the same call centre....
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Maybe it's Avast that is denying access. Try this. Open Avast, click on setting in the upper right corner. Then click on troubleshooting on the left hand side at the bottom, and remove the check from Enable Avast Self Defense Module. Just be sure to check it again when you are finished.
Thanks - I tried this, the license still would not install. I do have it saved on my hard drive/desktop. When you went to user accounts, did it show you as administrator?
Can you refresh me on how to find this out? I am the only user, I am administrator, and I've been doing things the same way for years. It could have changed, so I'd like to check. but I forgot how. ::)Are you using an account that has admin privileges (not a limited user account) when trying to insert the license into avast ?
If so, try this go to where you saved the license.avastlic on your hard drive and just double click it.
What happens when you do that ?
when I double click the license, it launches the Avast software where it asks if you want to proceed with the subscription update. which I do, and try. But always get the same answer. Access denied. :(
You know, it's funny, but there is a place to manually enter the code for the license, but when I mentioned that, the tech never really responded. Wouldn't you think he'd try that route too?
FreewheelinFrank (are you sure you aren't my Uncle Frank the trucker?? ;D) yeah, make you wonder, huh?
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If you go to control panel and user accounts, you will see if you are user or administrator.
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How to run Windows 7 as administrator:
http://www.sevenforums.com/tutorials/11841-run-administrator.html
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Yep. I'm the administrator. :) running Windows XP sp3. Thanks for the help.
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Here are two methods for inserting the license key.
http://www.avast.com/faq.php?article=AVKB7#artTitle
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I'm getting a different message, but got the same sales pitch. Once logging into my machine, the tech went to areas that have absolutely nothing to do with my security software. The even told me that too many files in my temp folder could affect the Avast license. He offered the same 3-hour diagnostics and I declined.
My error message reads "Unable to insert the license file. The system cannot find the file specified." The message is odd because it lets me select the file I downloaded from their email and sees it as a valid file, but won't attache it. I've tried twice to enter a ticket and both times the site times out.
I went through the links provided and nothing has worked so far. I've got a few more options to try, but i'm at the point where I just want my money back. I've always been happy with Avast, but this stoppage and then to have someone try to upsell me without even trying to resolve the issue is outrageous.
Anyone ever seen my error message before?
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Anyone ever seen my error message before?
Yes. Just had one with that message. It seems a recent update may have corrupted some Avast installs.
Give this a whirl.
Please follow these instructions to preform a clean uninstall-reinstall.
Download aswClear (http://files.avast.com/files/eng/aswclear.exe) to your Desktop.
Download the correct version of Avast
http://files.avast.com/iavs5x/avast_free_antivirus_setup.exe (http://files.avast.com/iavs5x/avast_free_antivirus_setup.exe)
http://files.avast.com/iavs5x/avast_pro_antivirus_setup.exe (http://files.avast.com/iavs5x/avast_pro_antivirus_setup.exe")
http://files.avast.com/iavs5x/avast_intern...urity_setup.exe (http://files.avast.com/iavs5x/avast_internet_security_setup.exe)
Disconnect from the net
Uninstall Avast via control panel
- Boot to Safe Mode.
- Restart the computer.
- As soon as BIOS is loaded begin tapping the F8 key until the Advanced Options menu appears.
- Use the arrow keys to select the Safe mode with Networking menu item
- Press Enter.
- Run aswClear
- In the Select Product to Uninstall dropdown choose the version of Avast that is on your system.
(https://dl.dropbox.com/u/73555776/aswclear.JPG)
- Press Uninstall
- Once complete reboot your system to Normal Mode
- Reinstall Avast
Try inserting your licence key.
@DavidR,
I'll pass the email address on to my disgruntled OP.
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I was able to finally get this to work today (after many virus nervous days!). I heard back from the support line and essentially they had me load a trial version of the software and then apply the license to it. Worked like a charm. Here's the text from their email if that helps. It looks really similar to what you were recommending oldman (@DavidR).
Reinstall avast! completely, please. It seems to be the easiest solution of the problem. Even if you did it before, do it again this way, using the uninstall utility, please:
1) Uninstall the version of avast! that's currently installed on your computer using our uninstall utility, that can be downloaded from this page:
http://www.avast.com/uninstall-utility
2) Use it in safe mode of Windows - in this mode you don't need to disable the avast's self-defense module. Here you can learn how to start Windows in safe mode:
http://www.pchell.com/support/safemode.shtml
3) After using that tool, restart your computer.
4) Ensure there's no "alwil software" nor "avast software" folder in C\Program Files and if it is, delete it
5) Download the latest version of avast! from this page:
http://files.avast.com/iavs5x/avast_internet_security_setup.exe - avast! Internet Security
or
http://files.avast.com/iavs5x/avast_pro_antivirus_setup.exe - avast! Pro Antivirus
or
http://files.avast.com/iavs5x/avast_premier_antivirus_setup.exe - avast! Premier
or
http://files.avast.com/iavs5x/avast_free_antivirus_setup.exe - avast! Free Antivirus
6) Install it with default values, i.e. do NOT change anything during the installation process, and everything should be OK again. Finally, insert your license file (if you're using the paid version) or register the program (if you're using the free version). Your license file can be sent again upon filling up this form:
http://www.avast.com/resend-license-paid.php
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Yep pretty much the same as I posted.
Glad you got it sorted. :)
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Me again. I tried this, didn't work for me. I had to reboot about 4 times after using the aswclear thing, seemed to have messed up something, and couldn't get my desktop to load completely after 3 tries. I had to boot back into safe mode to get avast to load completely, as it hung up when rebooting. Then I loaded the free version of the Antivirus instead of the Internet Security I had paid for, because I was nervous that it wouldn't work when I saw it was version 8 again, instead of 7, which I had hoped for.
Still will not load the license... Sigh. 8 days until expiry. I did receive an email from Avast for additional support, will wait to hear back now.