Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: REDACTED on March 28, 2015, 01:15:50 PM
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Hello,
I am using the paid subscription Avast Internet Security 2015, and since installing the update to program version 2015.10.2.2215 this morning, I can only receive emails but not send any - and am receiving Windows Live Mail Error ID: 0x800CCC67. I am using Windows 7 and Windows Live Mail.
Not being particularly tech savvy, but needing to solve the problem as I had urgent emails to send, and with my service provider being unable to solve the problem, I decided to try and see if I could find a solution ...
In thinking the problem may be related to the Avast version update I tried the following:
Opened Avast >Tools > Firewall > Windows Live Mail > and clicked Configure. In the Application Rules pop-up that opened, I found Windows Live Mail in the list, and clicked on Packet rules and disabled Internet Out. Amazingly I can now send and receive my emails ... but in my ignorance don't know if I have done the correct thing ???
Any help or advice would be greatly appreciated.
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Ironically seems to be one of things they fixed ? ....guess not.
https://forum.avast.com/index.php?topic=168376.0
I don't use Avast FW so hopefully expert will post on item.
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I'm using the free version but also cannot send mails from2 accounts through my outlook
421cannot establish SSL with SMTP server (irrespective if SSL is activated ot not) worked fine until about some days ago; withmyother address it's a different message
Can anyone advise as the instructions for the repair help that was mentioned somewhere are not clear for non-techies
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https://forum.avast.com/index.php?topic=161298.msg1155802#msg1155802
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Unfortunately things have gone back to the way they were and again I can not receive emails - and I am on the latest update that was supposed to fix blocked Windows Live Mail connection.
I checked out the links to the other posts re problems and checked Trusted Rood Certificate Authorities\Certificates and do have the "avast! Web/Mail Shield Root".
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Still having the problem of being unable to send emails from Windows Live Mail with update 2015.10.2.2215 installed. I didn't have the problem until this update and have had to do system restore to date prior to this update so as to send emails ...
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Still having the problem of being unable to send emails from Windows Live Mail with update 2015.10.2.2215 installed. I didn't have the problem until this update and have had to do system restore to date prior to this update so as to send emails ...
If you're considering a "system restore to date prior to this update" for the specific purpose of getting the previous Avast version you might simply consider uninstalling this Avast version and installing the previous version that was working from an older version website. This way the only thing you'd be changing is Avast, going back to a previous "restore point" might change other things that you'd prefer to keep and could create potential unintended issues.
There are many web sites providing older versions if that's what you want to do, here are FOUR all directed at Avast:
1) oldapps.com (http://www.oldapps.com/avast_antivirus.php?PageSpeed=noscript)
2) filehorse.com (http://www.filehorse.com/download-avast-antivirus/)
3) oldversion.com (http://www.oldversion.com/windows/avast-free-antivirus/)
4) filehippo.com (http://filehippo.com/download_avast_antivirus)
After downloading the older version of your choice then do the following:
Download Avast Clear Tool (http://www.avast.com/en-gb/uninstall-utility)
Uninstall Avast by control panel.
Uninstall in safe mode using Avastclear.
check in device manager > view > show hidden devices: Uninstall anything related to avast with a yellow triangle.
Do a reboot.
Install the older version you downloaded from link above.
Do a reboot again.
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I updated to the latest version today and have no problem with receiving or sending with Windows Live Mail.
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Thank you for your advice lakrsrool - I had though done the restore before seeing your reply ... thankfully there doesn't seem to have been updates of other sorts in that time frame. Afraid I am unsure of doing too much in relation to removing new version and downloading an older one ... but what I have done for a temporary fix is to again download the latest update and disable the Avast Mail shield when I need to send an email ... not ideal I know ... but until I can get the problem sorted out it will have to do. Hopefully my Avast support ticket will get answered at some stage and they can help. If I don't hear from them in the next day or so I will have to get a computer technician in to see what he can do ... as I just don't feel competent enough to be doing too much myself ... :( ...
Has anyone any comment about using the Avast Online help where an outsourced overseas technician requires to take control of your computer to help? I was a bit worried about doing so - though in desperation did ... but when I politely queried the technician about what he was doing he became very annoyed and just hung up on me ... which didn't give me my faith in the service.
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Problem reported to Moderator. Let's see if that gets a response. :)
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Thank you very much bob3160.
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Hi there,
thanks for the report! To find where the problem is, we will need some information. The easiest way how to provide it to us is to use Avast support tool. (info about it and how to use it - https://www.avast.com/en-us/faq.php?article=AVKB33). Send the package through the interface to use (there is an option for it) and then post the package id here, please :)
Hope to hear from you soon,
B.
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Hello Endt - thank you for your advice it is much appreciated ... I downloaded the Avast Support tool and ran it. When I first ran it, it showed no problems, and then although I tried several times to upload the support file it would not send. With a later attempt it failed to run at all.
As the above did not work, and with my support tickets to Avast still unanswered, I had to get a computer technician to have a look and he has overcome the problem by going to: Avast > Settings > Active Protection > Mail Shield > Customize > SSL Scanning ... and removing mail servers from there.
Again, probably not the ideal solution, but the best possible one for the present ... and Windows Live Mail is now sending and receiving all my emails ... touch wood ... :).
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Hi,
it isn't very fine solution, but fortunately you are able to use your mail again :) Would you mind giving the tool a second shot? You can try to send it to us using the tool, or just generate it and send it to me (endt_at_avast.com). As we are very interested to see whats going on.
Thanks!
B.
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Hello Endt
I have made several more attempts at generating/uploading the Avast Support Tool result but still with no success.
It is also now four days since submitting my first support ticket but still no reply - I am not sure what the 'normal' time frame is for support ticket replies, but I would have thought that in having a paid subscription I would hopefully had some sort of reply by now?
I have attached two screenshots
Many thanks again
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Hello sallyf,
it can take some time, especially when you check the full memory dumps option. (figure V here https://www.avast.com/en-us/faq.php?article=AVKB33) We don't need full memory dumps for this issue. You can also uncheck automatically send to Avast option and just generate it. Then Attach that file to an email or upload it somewhere and send it to me ;-).
At a very first sight it seems like there is an incompatibility issue with some other software. But i can't say more until we have the logs. :(
For the ticketing service, we are aware of the problem and we are currently working on making it better. Now your problem is being handled with QA department (me and my colleges) and we are directly in touch with our Developers (the guys who write the program). So don't worry please.
Have a nice day,
B.
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Hello Endt
My apologies for the delayed reply ... it took awhile but I have finally had success with the Support Tool in generating a file report ... :) ... and as per one of your previous replies, I have sent it to the email address you gave.
Many thanks again for your assistance.
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Hello sallyf,
Thanks for the support package, it has arrived safely.
Unfortunately, we will need more information using this procedure:
- Go to settings
- General
- Maintenance
- Records
- Tick the option "Turn on debug logging"
Now try to reproduce your problem and then, take the Mail.log file from C:\ProgramData\AVAST Software\Avast\log folder and send it to my email address.
Thank you,
B.
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Hello Endt,
I have followed your instructions and sent the log plus message to you via your email address. Thank you.
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Hey SallyF,
Thank you for the log, we got it. I have sent it to mailshield developer, who is now analyzing it.
Thank you for your time,
B.