Avast WEBforum

Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: REDACTED on June 27, 2015, 03:52:33 PM

Title: Avast Problems
Post by: REDACTED on June 27, 2015, 03:52:33 PM
Used avast for years and have purchased the standard version.  Due to computer running slow and crashing I spent the 179.99 with the 3rd party vendor to fix the problem, last week.  I do not want to get into that. However, can someone help guide to a previous post or explain how to step by step complete the settings necessary for Avast to run smoothly and without hiccups? 
Title: Re: Avast Problems
Post by: bob3160 on June 27, 2015, 04:13:14 PM
Welcome to the forum. :)
If you have a complaint about the Third Party Support, I urge you to please use the following:

https://support.avast.com/Tickets/Submit/RenderForm/27/&cls02&ptf01&lic01&scr06
Choose your language and submit your problem directly to Avast.


To help you with your computer problems and setting up Avast, can you please give us more information
about your computer (Operating System and hardware information) and a list of any other Security related programs you are currently running.
Title: Re: Avast Problems
Post by: Eddy on June 27, 2015, 04:21:36 PM
Seems to me they did not fix the problem.
I suggest you ask your money back through the link Bob provided.

And please give the details that Bob asked for.
Title: Re: Avast Problems
Post by: REDACTED on June 30, 2015, 03:55:59 PM
Sorry for the Delay here are the specifics;
Windows 7
Outlook
Mozilla Firefox
Avast Internet Security 2015
200 gb/ 34.7 gb free

Problems;
script problems with firefox and internet pages
hang up/crash of web pages more often than not
when loading email globe spins forever and email take a longer time to load

Re; The $179.99 I will do as suggested.  They did run several malware programs, etc. but a week later back to the old stuff

Thanks
Title: Re: Avast Problems
Post by: Eddy on June 30, 2015, 08:36:46 PM
Let's first check for malware:
https://forum.avast.com/index.php?topic=53253.0
Title: Re: Avast Problems
Post by: REDACTED on July 01, 2015, 04:53:32 PM
Ran the Malware program.  2 detected objects; rouge.multiple and pup.optional.clearthink.  I removed them.  Computer will still hang up when scrolling certain pages and is still slow with avast globe spinning.  Also, took Bob's suggestion and filed a complaint through the avast link.  So far only received and email stating they will contact me soon.  Thanks for all the help.
Title: Re: Avast Problems
Post by: Eddy on July 01, 2015, 05:02:25 PM
Please provide the log files.
Title: Re: Avast Problems
Post by: REDACTED on July 01, 2015, 05:35:44 PM
Unsure if this is what you are looking for;
PUP.OPTIONAL.ClearThink.A 6/30/2015 3:30  ...8979-bd7f-4cf7-9673-2482a67a4f373.xpi
Rouge.Multiple  C:\PROGRAMDATA\2308189059
Title: Re: Avast Problems
Post by: Eddy on July 01, 2015, 05:49:11 PM
Run the tools as instructed in the link I gave you.
Attach the log files to your next post.
Title: Re: Avast Problems
Post by: REDACTED on July 01, 2015, 06:30:34 PM
See if this works attached as .txt files
Title: Re: Avast Problems
Post by: Eddy on July 01, 2015, 06:40:45 PM
Read the instructions again and follow them.
Do not rename the log files.
Title: Re: Avast Problems
Post by: REDACTED on July 01, 2015, 08:38:31 PM
I didn't name the files that is how they appear.
Title: Re: Avast Problems
Post by: REDACTED on July 01, 2015, 08:41:51 PM
see if this is better
Title: Re: Avast Problems
Post by: essexboy on July 01, 2015, 08:52:39 PM
Hi there are some bad sectors on the disk so you will need to run chkdsk after this small fix

CAUTION :  This fix is only valid for this specific machine, using it on another may break your computer

Open notepad and copy/paste the text in the quotebox below into it:
 
Quote
CreateRestorePoint:
Toolbar: HKU\S-1-5-21-3139699931-3723619075-1843584442-1000 -> No Name - {21FA44EF-376D-4D53-9B0F-8A89D3229068} -  No File
2015-06-19 08:05 - 2015-02-03 13:49 - 00009216 _____ C:\Users\rancher\AppData\Local\Z@!-aeb3dea1-9d9e-47a5-9459-893438c4fa7b.tmp
2015-06-19 08:05 - 2015-02-03 13:49 - 00009216 _____ C:\Users\rancher\AppData\Local\Z@!-21645986-adc4-47a1-b3bd-29665e44ddda.tmp
2015-06-19 08:02 - 2015-04-24 09:25 - 00000000 __SHD C:\Users\rancher\AppData\Local\EmieUserList
2015-06-19 08:02 - 2015-04-24 09:25 - 00000000 __SHD C:\Users\rancher\AppData\Local\EmieSiteList
2015-06-19 08:02 - 2015-04-24 09:25 - 00000000 __SHD C:\Users\rancher\AppData\Local\EmieBrowserModeList
Task: {2CB2EAF3-F172-47BA-B3EB-3E33A5E710A2} - \Optimizer Pro Schedule No Task File <==== ATTENTION
Reg: reg delete HKLM\SOFTWARE\Policies\Microsoft\Windows\IPSec\Policy\Local /f
Reg: reg add HKLM\SOFTWARE\Policies\Microsoft\Windows\IPSec\Policy\Local /f
RemoveProxy:
EmptyTemp:
CMD: bitsadmin /reset /allusers

 
Save this as fixlist.txt, in the same location as FRST.exe
(https://dl.dropboxusercontent.com/u/73555776/FRSTfix.JPG)
Run FRST and press Fix
On completion a log will be generated please post that

THEN

Run the GUI chkdsk as per the details on this page http://www.howtogeek.com/howto/windows-vista/guide-to-using-check-disk-in-windows-vista/
You will need to reboot and let the chkdsk run during the boot phase
Title: Re: Avast Problems
Post by: REDACTED on July 01, 2015, 09:17:11 PM
FRST is located as a folder in my OS (C:)  Paste it there?  Also this is reaching my capabilities as a computer guy.  Will doing this harm anything or change anything on my computer
Title: Re: Avast Problems
Post by: Eddy on July 01, 2015, 09:23:23 PM
No, FRST.exe is a file.
Search for it and place fixlist.txt in the same folder as Essexboy told you to do.
After that, run FRST.exe and click on the "fix" button.
Title: Re: Avast Problems
Post by: REDACTED on July 01, 2015, 10:51:14 PM
got through everything.  did the disc check i believe it said everything ok, rebooted computer seems to have worked.  will let you know if problems arise.  Thanks to essexboy and eddy for their patience and explaintions.  Have attached the fixlog.
Title: Re: Avast Problems
Post by: essexboy on July 01, 2015, 11:07:22 PM
Use the computer as normal for a day or so.   If you are happy then let us know and we will safely remove the tools you have used 
Title: Re: Avast Problems
Post by: REDACTED on July 03, 2015, 04:38:11 PM
Used computer normally for past couple of days as suggested.  Ran better after the work you guys instructed me to do.  Today seems that it is slightly slower and did lock up while on a web page.  Checked the statistics on Avast got these readings;
File Shield = none (very small graph)
WebShield = 11428
242 updates in last 24 hours

Also spoke with Total Protection folks no help with anything other than there techs may need to do more work.
Title: Re: Avast Problems
Post by: essexboy on July 03, 2015, 04:40:35 PM
OK what browser do you use ?  As you may need to clear your cache files

Clear Cache/Temp Files
Download TFC by OldTimer (http://oldtimer.geekstogo.com/TFC.exe) to your desktop
Title: Re: Avast Problems
Post by: REDACTED on July 03, 2015, 08:33:42 PM
Using Mozilla Firefox as browser latest edition
Ran TFC and rebooted will see how it acts for awhile.  305mb of stuff cleaned

Thank you very much for your time and help.
Title: Re: Avast Problems
Post by: essexboy on July 03, 2015, 09:07:36 PM
No problem keep us informed :)
Title: Re: Avast Problems
Post by: REDACTED on July 03, 2015, 10:35:21 PM
My AIS updated and when I run a smart scan it is telling me that I have performance issues. I do not have the cleaner installed..