Avast WEBforum
Consumer Products => Avast Cleanup => Topic started by: REDACTED on November 30, 2014, 09:41:44 PM
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Hello. My Grimefighter license says it is valid until August 2015 - but also says 0/1 and asks me to buy a subscription. It has actually been activated before, but ever since I updated to avast free 2015 I got this problem. I appreciate your support.
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I am having the exact same issue. Except mine is valid until May 2015. Any help at all on fixing this issue would be great.
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Yeah I'm having this same problem. And from what I can see this software is having major problems. Thinking about asking for a refund. >:(
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I was an early adopter of Jumpshot which was then bought by Avast! and renamed GrimeFighter. As an early adopter I have a license that will expire in 2099. I am also having the problem mentioned above.
Avast GrimeFighter
Expiration Date: 2/31/2099
Subscription Status: VALID
Available usage: 0/1
Screenshot attached.
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bonjour
j'ai le même problème ma licence est valide jusqu'au 05/07/15 utilisation disponible :0/1
depuis que j'ai fait la mise à jour >:(
j'ai pris contact avec le support technique d'avast qui m'a recommandé de désinstaller avast premier, puis de le réinstaller,MAIS RIEN N'A CHANGE!!!!!!
je demande tout simplement le remboursement
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Hello.
This is the English Forum, Please post in English or Post Here:https://forum.avast.com/index.php?board=21.0 (https://forum.avast.com/index.php?board=21.0)
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My most recent email to Avast regarding Grimefighter:
Dear sir or madam,
This is the 3rd request to your support forum I've made with regards to Avast Grimefigher.
I have a paid subscription I am unable to use. In addition your team has promised contact with myself within 2 business days by your customer care team both verbally & in writing. This has not occurred. My first contact was Sunday, November 30th & its is now Friday, December 5th.
It is bad enough to be without the use of this product, without having to also put up with false promises on numerous occasions by the Avast telephone support group & the Avast online support team.
I've yet to even receive a response indicating a ticket has EVEN been opened with regards to this! I continue to receive promises that your team will contact me, without it happening in the time frame specified.
Please find below both the confirmation date that I last contacted Avast & the email / automated response I received in return.
In addition immediately below is my original invoice from Avast. I call your attention to the late paragraph where it reads: "Visit our Support Center to get instant help"
I look forward to an immediate resolution of this matter.
I noticed when I first purchased GrimeFighter that the date of expiration was wrong. I called in and had in corrected. I curious if the date I was originally provided was also te date that this problem occurred. I purchased mine on August 7th, 2014.
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I am ALSO having the same exact problem as stated above....
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I am ALSO having the same exact problem as stated above.... >:( >:( >:(
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Submit a ticket: https://support.avast.com/Tickets/Submit
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When I click use license from the "Do you already have a license" screen nothing happens except the cursor changes to a red cirle with a diagonal line through it - yet my license is new and in date and is shown.
Basically it's not working.
Can someone please advise?
Oh and I did go through the submit ticket process only for it to disapper when I pressed "submit ticket" and there is no ticket listed in my tickets list.... which was really annoying!
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Oh and I did go through the submit ticket process only for it to disapper when I pressed "submit ticket" and there is no ticket listed in my tickets list.... which was really annoying!
Same thing here. I submitted my ticket and my ticket does not show up as existing. In addition every time I click "Confirm" the website asks me to validate the language that I prefer.
The problem that I had submitting my ticket appears to be Firefox. Using IE to submit my ticket worked. I have just submitted my ticket using IE and I can now see that I have a ticket open.
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Oh and I did go through the submit ticket process only for it to disapper when I pressed "submit ticket" and there is no ticket listed in my tickets list.... which was really annoying!
Same thing here. I submitted my ticket and my ticket does not show up as existing. In addition every time I click "Confirm" the website asks me to validate the language that I prefer.
The problem that I had submitting my ticket appears to be Firefox. Using IE to submit my ticket worked. I have just submitted my ticket using IE and I can now see that I have a ticket open.
Hi navilor
Post your ticket # here and report how the process is working for you.
And if resolved for you. :)
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Hi navilor
Post your ticket # here and report how the process is working for you.
And if resolved for you. :)
Ticket number GSX-759-96266 is currently active. :)
I do not expect any movement on any ticket that is submitted to any company anywhere to take less than two business days to be initially addressed. I am in no hurry, this is merely a mild inconvenience for me.
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I have the same problem. Worse- I contacted Avast and was talked into a 'one off' solution payment, which cost me £79.99! I spent 4 HOURS in front of my computer watching an 'engineer' 'Jeffrey' investigating my computer. He could find nothing wrong my end, & eventually dropped my case. I STILL cannot access Grimefighter and I am much poorer financially.. WHAT A RIP-OFF!! I will never, ever, buy anything from Avast again, and there is no, obvious way I can find to complain to Avast about my problem.
What an awful company and what an awful product!
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I have the same problem. Worse- I contacted Avast and was talked into a 'one off' solution payment, which cost me £79.99! I spent 4 HOURS in front of my computer watching an 'engineer' 'Jeffrey' investigating my computer. He could find nothing wrong my end, & eventually dropped my case. I STILL cannot access Grimefighter and I am much poorer financially.. WHAT A RIP-OFF!! I will never, ever, buy anything from Avast again, and there is no, obvious way I can find to complain to Avast about my problem.
What an awful company and what an awful product!
Richard,
I have worked in customer service in a highly technical capacity diagnosing network issues, server hardware and OS issues, as well as streaming media issues for large governmental organizations, huge corporate entities, colleges, universities, small businesses, non-profits, and people who just wanted to use our product. I supported all current versions of Windows, both server and Desktop, Linux, and Solaris. Sometimes it is not possible to gather enough information to resolve the problem. It is also not always possible to replicate a problem. In addition time is not free. Ever have an electrical problem with your car and the mechanic could not resolve it? They charge for their time with the hope of resolving the electrical issue.
Perhaps Avast! did not manage your expectations properly. This is rule number one for me in my role in customer service. The customer should always know what to expect ahead of time, including the fact that if the problem is not resolved the money paid for diagnosis will not be refunded because time is money.
I no longer expect anything to be resolved ever by anybody and since then my happiness has gone up. I also do not pay for one off technical support as I am fully aware that not all problems can be solved. I am sorry that you had to learn this the hard way just like I did about twenty years ago.
My guess is that in my case the issue is with the license key not transferring from my previous version of Avast to the new one during the upgrade. Sometimes, depending upon the product, a person should un-register their product on that one PC or server to reallocate the license to be transferred to a new computer. I did not notice a method to remove the licensing for GrimeFighter in the old version so I did not try.
If my hypothesis is correct then the fix is on Avast!'s side to clear out the registered PC for affected accounts so that it can be reapplied to the current PC, thus changing the available usage from 0/1 to 1/1. I am very familiar with this sort of thing as the products that I used to support were locked to the physical hardware and we had to have the customer request to have a new clean key provided to them. Once the license was cleared they could activate their product.
The good news is that once Avast! has a form of resolution in place they can add that to their QA stack so that this problem never happens again.
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I contacted Avast and was talked into a 'one off' solution payment, which cost me £79.99! I spent 4 HOURS in front of my computer watching an 'engineer' 'Jeffrey' investigating my computer. He could find nothing wrong my end, & eventually dropped my case. I STILL cannot access Grimefighter and I am much poorer financially.. WHAT A RIP-OFF!! I will never, ever, buy anything from Avast again, and there is no, obvious way I can find to complain to Avast about my problem.
Report your experience to Vojta Nekvapil: nekvapil[at]avast.com (3rd Party Support Manager)
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I'm really annoyed with this - I tried to submit a ticket twice about this and as far as I can see the ticket submission fails (not listed under my tickets). I can't even submit a ticket about my problem >:( >:( >:(
Can someone from Avast contact me - you have my email address. I want my money back as the product has been unusable.
Please do so ASAP and DO NOT ask me to submit a ticket as I have tried!! (Using IE by the way)
Jon
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I am ALSO having the same exact problem as stated above....
Here is my Ticket ID: LRB-657-54858. I have heard from Avast technical support by email. Their instructions were "we have reset your GrimeFighter license, could you please reboot your computer and try to run GrimeFighter again?" which is what I did but still have exact same problem so appears to be some glitch at Avast end.
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Hi All,
I am working with our Engineering team to find an answer to this issue asap. Please accept our apologies and give me a day or two to try and get this resolved.
Many thanks,
Davidek
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Hi All,
I've just checked with Engineering and they were able to identify the problem. A fix will definitely be issued this week. It won't require any action from your side.
Sorry for this inconvenience.
Davidek
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Hi All,
I've just checked with Engineering and they were able to identify the problem. A fix will definitely be issued this week. It won't require any action from your side.
Sorry for this inconvenience.
Davidek
Thank you, David.
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Perhaps Davidek should make the customer care centre & technical support team aware of this ongoing issue with Grimefighter
I just spoke with a supervisor name Edgar who returned my most recent call from this past Saturday. He & his team are unaware of any of the problems we have all been experiencing for the last 8 days, including the inability to even create a ticket.
If Avast is NOW aware of the problem, share this information with your team, so they can inform your customers that this is a known issue, rather than continue to have them attempt troubleshooting an issue that is beyond their abilities.
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Finally managed to receive a ticket #:
Ticket ID#ARD-927-19667
First and Last NameJames Falk
Emaildjjamesfalk@gmail.com
Subject: Grimefighter not working & issues with your Technical Support
Your MessageGrimefighter has not worked for me for the last 8 days now.
I have created multiple (4) complaints via the Avast Customer & Technical Support area, like THIS VERY message you are reading, but upon submitting I only get a computer generated response to my email address with no ticket ever being created.
The Avast forums have dozens of complaints with regards to:
1) Grimefighter not working (shows that we all have valid subscriptions, but that we have AVAILABLE USAGE OF 0/1.
2) Inability to create a support ticket via this very forum. This will be my 4th attempt to use this Technical Support area to generate a ticket.
I've just noticed that Grimefighter no longer appears a a product for sale by Avast. Going thru the menu options of Avast, I also notice that there seems to be no reference to Grimefighter even existing as an option.
Hoping that this finally generates a ticket so that I can begin resolution of this 8 day issue.
I also notice that to generate a ticket, that an order number is supposed to be quoted, but other than a brief mention of this when first logging in to this area, your menu system for product support never directly asks for this information.
Should there not be a header for this information, much like the:
1) First & Last name area
2) Email area
3) Subject area
Now ALSO realizing that every attempt to send this message results in the prompt "Something seems to be missing" is an immediate prompt the moment "submit" is clicked on, with it asking me to "attach files"
I have no files to attach, so why am I being prompted to do so?
The design of your support forum is SEVERELY flawed.
James Falk
(204) 294-5710
djjamesfalk@gmail.com
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Hello James.
I would suggest removing your email address from public (it's not common practice) if you don't want hoards of SPAM. :)
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I'm having the same problem as well. I bought Grimefighter last June 21 and it was working great for me. It sped up my 2 year old laptop. Lately my kids have been installing all sorts of games from steam and somehow slowed the system. When I checked my grimefighter this last week, it said that my laptop had several issues. When I clicked on the Optimize my PC button, it's asking me to activate my license. Which I already had. I submitted a ticket back then at the site but now I can't even find the tech support section on my chrome browser. I had to post my concerns here on the forum.
I'm pretty happy with Avast. It saved me a ton of headaches from malware and viruses and I was pretty happy with Grimefighter. Hopefully, the Avast guys can fix these hiccups on an otherwise great product. Thanks.
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Hi James,
Support has been informed and will be passing the info to users now on any additional tickets.
One other comment, in Avast 2015 users must go to "scan for performance issues" in the Scan tab to launch GrimeFighter. I agree it is not the most intuitive way and can lead to some confusion so I just wanted to add that info here.
Best regards,
Davidek
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I am having this issue as well. So should I send in a ticket, or will this be automatically resolved?
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I am having this issue as well. So should I send in a ticket, or will this be automatically resolved?
See: Reply #20
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Hi Davidek,
How could I raise a ticket?
I keep getting a valid GrimeFighter license until the 02/06/2015, but my available usage is 0/1.
Thanks in advance.
Best regards,
Eduardo.
Hi James,
Support has been informed and will be passing the info to users now on any additional tickets.
One other comment, in Avast 2015 users must go to "scan for performance issues" in the Scan tab to launch GrimeFighter. I agree it is not the most intuitive way and can lead to some confusion so I just wanted to add that info here.
Best regards,
Davidek
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My issue was resolved yesterday after one of your support specialists repaired my license. I was also able to have Avast clean up what it wanted to clean up.
For those of you who need to submit a ticket you should be able to do so here:
https://www.avast.com/en-us/support (https://www.avast.com/en-us/support)
If you have problems submitting a ticket like I first did with your current browser please try another browser. That worked for me, but then again my default browser is locked down super hard.
Thank you Avast, David, and the person from support who helped to resolve this issue.
Edit:
You can manage your licenses here but as mine was fixed I am unsure if that will work for you at this time.
https://my.avast.com/en-us/#home (https://my.avast.com/en-us/#home)
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I also need to reinstall grimefighter that has been payed for
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On going problem for 2 weeks since Novemer 30th Promised a call back none came. Attempted to create tickets and was unable to. Finaly after 9 days was able to create a ticket. Promised contact within 2 days none has happened.
TICKET: #ARD-927-19667
Posted on: 08 December 2014 22:00
Grimefighter has not worked for me for the last 8 days now.
I have created multiple (4) complaints via the Avast Customer & Technical Support area, like THIS VERY message you are reading, but upon submitting I only get a computer generated response to my email address with no ticket ever being created.
The Avast forums have dozens of complaints with regards to:
1) Grimefighter not working (shows that we all have valid subscriptions, but that we have AVAILABLE USAGE OF 0/1.
2) Inability to create a support ticket via this very forum. This will be my 4th attempt to use this Technical Support area to generate a ticket.
I've just noticed that Grimefighter no longer appears a a product for sale by Avast. Going thru the menu options of Avast, I also notice that there seems to be no referance to Grimefighter even existing as an option.
Hoping that this finally generates a ticket so that I can begin resolution of this 8 day issue.
I also notice that to generate a ticket, that an order number is supposed to be quoted, but other than a brief mention of this when first logging in to this area, your menu system for product support never directly asks for this information.
Should there not be a header for this information, much like the:
1) First & Last name area
2) Email area
3) Subject area
Now ALSO realizing that every attempt to send this message results in the prompt "Something seems to be missing" is an immediate prompt the moment "submit" is clicked on, with it asking me to "attach files"
I have no files to attach, so why am I being prompted to do so?
The design of your support forum is SEVERELY flawed.
James Falk
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TICKET: #ARD-927-19667
Then again:
Posted on: 11 December 2014 18:04
What happened to "getting back to me within 2 days"? Why bother to make statements like if they aren't followed on?
Of my 4 conversations with telephone tech support, each promised a call back within 48 hours. This happened only half the time.
Of my 4 emails, I've yet to hear from anyone since my first contact on November 30th. Twelve days and counting on this issue.
Support forums "Davedic" has stated this is now a known issue & will be solved "within a day or two", in one post, but also "within the week" in another. Days have passed the week is nearing it's end.
How about some update as to what is going on here.
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TICKET: #ARD-927-19667
And again:
Posted on: 12 December 2014 12:15
Another day gone by. What's the holdup here?
James Falk
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TICKET: #ARD-927-19667
And just now. Quite angry to the point that customer care should be offering something in addition to long overdue access to this program.
Posted on: 14 December 2014 10:33
Another 2 days have passed. Total of 14 days when I was promised immediate support.
James Falk
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(http://[URL=http://www.hostingpics.net/viewer.php?id=583284imageanniegrimefighter.jpg][IMG]http://img11.hostingpics.net/pics/583284imageanniegrimefighter.jpg)(http://img11.hostingpics.net/pics/583284imageanniegrimefighter.jpg) (http://www.hostingpics.net/viewer.php?id=583284imageanniegrimefighter.jpg)
Same problem. Before it worked very well and now nothing. When i go to "your license" and "sign to avast account" I can not check the line "use this license". Please tell me how to do ?
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Hello, I have the same problem - my license is valid to 2015 but I can't use grime fighter.
Avast - please help us.
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Support forums "Davedic" has stated this is now a known issue & will be solved "within a day or two", in one post, but also "within the week" in another. Days have passed the week is nearing it's end.
How about some update as to what is going on here.
Also interested in an answer, we got some requests regarding GF in the German section. Thanks.
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Hi All,
This issue has now been resolved. You can now log into MyAvast and click the "use this license" button.
If anyone has continuing problems, please post back here and we will look into it further.
Thanks very much for your patience!
Davidek
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Hi Davidek,
Now the "Use this licence" button is active, but, unfortunately, no effect on clicking. :(
(http://)
Kirill
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Hi Davidek,
Now the "Use this licence" button is active, but, unfortunately, no effect on clicking. :(
(http://)
Kirill
Hi Davidek,
I also have the same issue. Neither the "Use this license", "Optimize my PC" or even the "close" button works when I click it!
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HOW DO I ACCESS GRIME FIGHTER
I never got a license notice. Although the Grime Fighter seemed to do a good job of cleaning up the computer at the time I ordered it, I can't find any link to it on my toolbars or through my Avast account. Instructions from Grime Fighter said "go to the Grime Fighter user interface." How do I get there.
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Hi Robert,
When you open the Avast user interface go to Scan, and then select Scan for Performance Issues. This will open the GrimeFighter user interface. It was changed in our last release in October and is somewhat confusing I agree.
Hope this helps.
Davidek
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Hi Robert,
Just a quick addition to the previous post; you can also create a shortcut to GrimeFighter on the main screen of Avast. You can right click on one of the 4 tiles there and select GrimeFighter from the menu. That way, every time you open the main interface you will see a tile with GrimeFighter on it which will take you directly into the app.
Regards,
Davidek
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Hi All,
This issue has now been resolved. You can now log into MyAvast and click the "use this license" button.
If anyone has continuing problems, please post back here and we will look into it further.
Thanks very much for your patience!
Davidek
Thank you