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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: REDACTED on February 03, 2015, 01:27:50 AM

Title: How to obtain support?
Post by: REDACTED on February 03, 2015, 01:27:50 AM

Hello,

What do I need to do to obtain technical support on Avast Pro 2015?

I'm based in Sydney Australia, I have tried calling the phone support 03 8820 5767, which just leaves you on-hold forever.

I opened a ticket last week which is yet to have a response.

Not happy ...

Title: Re: How to obtain support?
Post by: DavidR on February 03, 2015, 01:38:23 AM

Personally I wouldn't use the tel number for support as it is a 3rd party company and not directly to avast.

I would say you are probably best to ask your question right here if it isn't confidential.

Whatever you do don't submit multiple tickets, this can actually slow the process as the tickets are dealt with in a first in first out basis. So for now don't update or submit further tickets.

You can however use the on-line contact form, http://www.avast.com/contact-form.php?loadStyles (http://www.avast.com/contact-form.php?loadStyles).

Put as much information in that as possible - Support ticket ID number, email, etc. A link to this topic wouldn't hurt.

Please post your Support ticket ID number here.

That's me for now, 12:37a.m. here.

Title: Re: How to obtain support?
Post by: REDACTED on February 03, 2015, 02:08:31 AM

Hi,

In that case I'll just troubleshoot here, I'm not at all impressed with the "support".

The issue that I have is that the exclusions are not be accepted by Avast.

I have a folder that contains an exe that is in the exclusions, and yet that exe is being blocked by Avast.

A dialog box pops-up that should allow the exe to be excluded, but it is impossible to click on the link to exclude the exe.

The exe in question definitely is not a virus, it is a program written by myself

Title: Re: How to obtain support?
Post by: Eddy on February 03, 2015, 07:10:11 AM

Set the exclusion properly and reboot.

Title: Re: How to obtain support?
Post by: REDACTED on February 03, 2015, 07:29:18 AM

The computer has been restarted, what do you mean by

Quote

set the exclusion properly

Title: Re: How to obtain support?
Post by: lukas.hasik on February 03, 2015, 12:23:07 PM

maybe this can help - https://www.avast.com/faq.php?article=AVKB168 ?

Title: Re: How to obtain support?
Post by: REDACTED on February 03, 2015, 12:40:37 PM

Hallo sorry,
I am newbie.

I know other forums and it´s quite simple to post a thread,
but in this forum I am searching and searching and I can´t find
the option "post new Thread" or "New Post"

I have ask the Help register option, but i can´t find this simple
solution nowhere.

Thanks

Tom

Title: Re: How to obtain support?
Post by: Para-Noid on February 03, 2015, 03:39:37 PM

At the upper right portion of each "board" you will find "New Topic".

Title: Re: How to obtain support?
Post by: REDACTED on February 04, 2015, 12:47:45 AM

Quote from: lukas.hasik on February 03, 2015, 12:23:07 PM

maybe this can help - https://www.avast.com/faq.php?article=AVKB168 ?

Unfortunately not.

I've already specified the folders that contain the exe here.

I think the problem may be that the exe extracts some exe's when it is run, but this has been the case for the past 12 months or more and has only recently become a problem.

In addition when the dialog box pops-up there is an option to ignore (i.e. for Avast to ignore the file) but that just doesn't work.

Very frustrating

Title: Re: How to obtain support?
Post by: REDACTED on February 04, 2015, 12:55:46 AM

Even adding to deepscreen in general exclusions does not work.

This looks like a bug.

Title: Re: How to obtain support?
Post by: REDACTED on February 04, 2015, 10:16:50 PM

So how do I go about obtaining assistance from Avast, I raised a ticket last week, and still no response?

PDL-804-48024

Avast is licensed

Title: Re: How to obtain support?
Post by: REDACTED on February 05, 2015, 05:05:27 AM

I see a re-occurring theme with Avast, a phone number to 3rd party tech support that's useless.  A ticket system that's useless.  I went from highly recommending Avast to thinking it was incompetent in 12 days.  Great work Avast.

Title: Re: How to obtain support?
Post by: REDACTED on February 05, 2015, 06:05:59 AM

I agree.

The subscription at this site is about to expire and I've advised them not to renew.

If I don't get a useful response by tomorrow then I'll be switching, and I may switch anyway.