Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: REDACTED on November 30, 2015, 02:16:59 AM
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Went to uninstall the software because my subscription was expiring, and I wanted to use a different company, I followed the prompt to restart my computer, and now it won't boot up. It is completely bricked. I cannot even get it to boot in safe mode. Call customer service and some IDIOT had the freaking nerve to try and sell me more software. Barely spoke english! This is complete garbage. I demand Avast either repairs or replaces my $1200 laptop.
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See: "If you cannot Boot the computer"
Instructions: http://forum.avast.com/index.php?topic=53253.0
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Avast can't be the cause you can't boot in Safe Mode...
Sorry, you seem to have installed some other security software that blocks Avast installation and now is blocking Windows.
Or, things are much more simpler and you could really boot in Safe Mode and run Avast uninstallation from there.
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If any of you would go on google, and look at what your customers are saying all over the internet, you would find that this is an extremely EXTREMELY common problem with your junk software. The only way to resolve the issue it seems is to do a hard reset. Which is going to cause me to lose ALL my files. Why does a customer have to go through a thousand steps to simply uninstall a program??? It's a joke. And IF we do need to download MORE software to uninstall other software (which is behind idiotic considering we want to remove your crap in the 1st place), Maybe, just maybe, you should actually tell people that before they uninstall it, and have to go on Google after their computer has already bricked, and find out from pencil whipping techs that have no clue about the products they are selling!
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And fyi, my computer was running perfectly fine before this happened. Another tech trying to blame it on the customer. I have NO, NONE, ZERO-other antivirus programs on the computer. And, if I did pick up some kind of malware or virus, it's still your products fault!! Isn't that what I was paying you to protect me from???hmmm. I couldn't possibly have picked it up after I uninstalled, because my computer is bricked and won't start up!
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If any of you would go on google, and look at what your customers are saying all over the internet
You seem to forget (or not know) that people that have problems will very likely post but that users without problems hardly post.
If they would do so it would be very hard to find someone who has a problem.
The only way to resolve the issue it seems is to do a hard reset
No, it is not the only way. A other way is offered to you, but so far you have not provided the requested log(s).
Which is going to cause me to lose ALL my files
There is a reason why the option to backup files was invented. Guess what would happen if e.g. your drive breaks down... Smart people have a (recent) backup.
And also, if I did pick up some kind of malware or virus, it's still your products fault!
No, it is not. It is still the users fault. avast, and tools like that, are only there to help the user not to replace the user.
What you are saying is that it is the car manufacturers fault if you get hurt while driving against a tree.
If you blame avast for the problem, also blame Microsoft for making Windows the way it is and blame yourself for not having a image of the working system.
Asyn offered you a helping hand, I suggest you take it.
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Which is going to cause me to lose ALL my files.
Avast does not change or delete clean files.
Why does a customer have to go through a thousand steps to simply uninstall a program??? It's a joke.
No, every antivirus (or any other security program) requires special steps to be uninstalled due to the integration with the operational system.
And IF we do need to download MORE software to uninstall other software (which is behind idiotic considering we want to remove your crap in the 1st place)
Any serious antivirus will follow the same procedure.
Maybe you need to learn more about antivirus and security software.
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Honestly I'm more upset with the customer service from Avast then the computer being bricked. I mean seriously, what kind of company does not have a manager/supervisor present when a customer calls in for help. After requesting to talk to a manager several times, the idiot on the phone (Marvin), declined to transfer me, and continued to try to get me to buy some package for 179.99. I finally began to get irate, and he hung up on. I called back, and the phone rep informed me that there were no supervisors, and that he has to forward it to "2nd level" and I would receive a call back "within 24 hrs".
This company is a joke. Should have done more research before I purchased.
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The phone support is NOT from avast as has been explained a huge amount of times on this webboard.
It is a third party company.
The $179,99 is one year total support from that company for several things not related to avast.
https://www.avast.com/total-support
The main question remains...
Do you want help or not ?
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Any serious antivirus will follow the same procedure.
Maybe you need to learn more about antivirus and security software.
[/quote]
Maybe you need to stop patronizing customers. Im sure there are things I know more about than you, for instance, how to pleasure a women, but we won't go there.
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The phone support is NOT from avast as has been explained a huge amount of times on this webboard.
It is a third party company.
The $179,99 is one year total support from that company for several things not related to avast.
https://www.avast.com/total-support
The main question remains...
Do you want help or not ?
They should really look into changing that then. I honestly have never been so upset dealing with any company's customer service. I would not want people like that handling calls for my company. I appreciate your help, but I am done dealing with these people. I have a few friends who i trust, that know computers very well that are going to look at it for me.
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what kind of company does not have a manager/supervisor present when a customer calls in for help.
What about one supervisor for each of the 230 million users... It would be nice :)
By the way, instead of complaining, why don't you follow the directions of a clean installation and have it working?
1. Download the latest version of Avast Uninstall Utility (http://www.avast.com/uninstall-utility) and save it.
2. Download the latest Avast (http://www.avast.com/eng/programs.html) version and save it.
3. (Optional) If you want, save your Avast settings for later restoration (Settings > Maintenance > Back up).
4. Uninstall Avast from Control Panel (if possible) and reboot.
5. Run the Avast Uninstall Utility saved on 1 in and follow the instructions. Reboot Windows in Safe Mode, uninstall Avast and then reboot in Normal Mode again.
6. Install Avast using the setup saved on 2. Register your free copy or add the license key for the paid versions. Boot.
7. Check and post the results.
Please, be patient, boot when it's said to boot...
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The phone support is NOT from avast as has been explained a huge amount of times on this webboard.
It is a third party company.
The $179,99 is one year total support from that company for several things not related to avast.
https://www.avast.com/total-support
The main question remains...
Do you want help or not ?
Eddy, beating this drum is totally misleading - no they aren't avast, but they are contracted to provide avast program related support. You can delegate a task, but you can't delegate responsibility.
It doesn't matter how many times it has been asked and answered, that doesn't help the user that feels ripped off/conned.
The problem is who defines what is directly related to Avast-related issues the the list isn't extensive. When that is the 3rd party support it gives too much leeway to sell a support package (as far as I'm the funds don't go to avast but to the 3rd party support).
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They should really look into changing that then
avast is already (trying to) change things and they are making progress.
Several things already have been improved.
We (as well as avast) wish things would change/improve faster but there are things that avast can't control.
To say it really simple: Company A can not force company B to do certain things.
I don't know your friends and what they know about computers ofcourse, but I strongly advise to do as Asyn suggested.
Asyn, Lisandro and I (and many others here) do not work for avast, but we do know our way around when it comes to hardware/software.
I'm almost 100% sure that your system will be up and running again without loss of data within a hour.
That is if there are no really strange things going on.
After 33+ years of working with computers, programming, building, troubleshooting etc...
I do know a thing or two about them ;)
Build my first computer with transistors, resistors, capacitors and such.. (in 1982)
If you don't have a (recent) backup of your data I suggest to get a live-cd/dvd.
Boot from it and backup the data you want before starting to work on the system.
Ofcourse you will need to decide if you want your friends to help you or one of us here.
We will ofcourse respect your choice.
We will be here if you need us :)
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Snip from DavidR
"It doesn't matter how many times it has been asked and answered, that doesn't help the user that feels ripped off/conned".
I think this is a good point. :)
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what kind of company does not have a manager/supervisor present when a customer calls in for help.
What about one supervisor for each of the 230 million users... It would be nice :)
By the way, instead of complaining, why don't you follow the directions of a clean installation and have it working?
1. Download the latest version of Avast Uninstall Utility (http://www.avast.com/uninstall-utility) and save it.
2. Download the latest Avast (http://www.avast.com/eng/programs.html) version and save it.
3. (Optional) If you want, save your Avast settings for later restoration (Settings > Maintenance > Back up).
4. Uninstall Avast from Control Panel (if possible) and reboot.
5. Run the Avast Uninstall Utility saved on 1 in and follow the instructions. Reboot Windows in Safe Mode, uninstall Avast and then reboot in Normal Mode again.
6. Install Avast using the setup saved on 2. Register your free copy or add the license key for the paid versions. Boot.
7. Check and post the results.
Please, be patient, boot when it's said to boot...
Again, the computer will not boot. How am I supposed to install anything? And no way in hell I'm loading any of your software back on to my computer. I'll hard reset, and lose everything if I need to before I do that.
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It is not our software.
As I said, we do not work for avast.
As I also said, you do not have to loose anything.
Only thing you have to do is accept the help offered here.
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Which is your Windows?
Do you have Windows DVD or did you create media to clean install Windows 10?
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I just went through most frustrating experience with this idiotic company. This grimefighter stuff completely hosed my PC and prevented from booting up. I have had windows 10 for few months now and never had issues until I shifted my anti-virus to Avast. I uninstalled AVG and installed Avast and boom on reboot, its hosed up. What is frustrating is that this company knew about these issues and used it as an opportunity to make money. They forced me to buy their maintenance package to get out of the hole they put me in. Their customer service is rude, careless and clearly know the problems and don't care. I wish someone initiates a class action lawsuit on these bozos. For all the good work that moderators and other people here are putting in to help others, I think your efforts would be far more valuable for someone else than this company which does not have the decency to accept their issues and fix them but rather uses it as opportunity to make more money. Simply disgusting... >:( >:( >:( >:( >:( >:( >:( >:( >:( >:(
And to add what most of the comments here say.. its not Avast problem. Would you drive a car if the tire company tells you that it didn't bother to check the model/make of the car you are driving? Duh... isn't it just a common sense that when you release your product, you better test it thoroughly before releasing it. It could very well be Microsoft problem.. but would you still release your product? Thank god they don't make any life sustaining products else we have to pay with our lives with the way this company works....
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After all that gripe and zero help from Avast... For those of you who are interested in uninstalling this dumb product and getting back to business... here is what worked for me..
1. If you are using windows 10, go to Microsoft upgrade website (https://www.microsoft.com/en-us/software-download/windows10). Download the Media Creation tool and create an installation media on USB.
2. Plug USB into your PC.
3. Reboot your PC and depending on your PC (Click F8, F12 or Shift+f12, mine worked with F12) continuously until the boot menu shows up. Select USB from the menu options. If menu options don't show USB, select windows boot manager option and disable secure boot (https://msdn.microsoft.com/en-us/library/windows/hardware/dn898540(v=vs.85).aspx).
4. Once PC boots from USB - it will give you options to restore without deleting your files. Try that option.
5. For me it didn't work, so I opted for command prompt option and deleted grimefighter from command prompt (https://forum.avast.com/index.php?topic=169311.0).
6. Took few hrs - windows copied all the setup files and rebooted nicely. No files were lost...
7. Most important... uninstall Avast and all its products and install a compatible, well reviewed anti-virus product.
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GrimeFighter was gone over 4(!) months ago.
I uninstalled AVG
Let me guess... You didn't use the uninstall tool for it. If you didn't used it before installing avast, the only one to blame for the problems is yourself.
They forced me to buy their maintenance package to get out of the hole they put me in.
No-one has forced you into anything. You could have said no. If you didn't removed avg properly before installing avast, you put yourself in that hole. The number you called is not avast but a third party as has been explained a huge amount of times. Help with avast is free.
avast is tested thoroughly but it is impossible to test it on billions of different systems/configurations.
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this idiotic company
Really, you're not friendly... Do you really expect us to dedicate time and efforts or this thread won't turn into anything useful?
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Eddy.. you didn't read my post fully.. I uninstalled AVG. AVG never had a problem. The most surprising fact which you mentioned.. how did Grimefighter come into play when it was phased out 4 months ago. The AVAST support lady even checked the date I downloaded the product and registered and said its strange that grime fighter would be in the package.
This forum is flooded with folks complaining about windows 10 and Avast. Isn't it obvious there is a big issue with Avast & windows 10.
To answer further, majority of folks who are hosed up and need their files back. Do you think there is any other option than pay up? If Avast has even checked this forum and looked at the symptoms they would have stepped up and offered free service in these specific cases, they didn't. They were more than happy to transfer me to support. They didn't even acknowledge there is a problem.
Mistakes are made, its not why you made the mistake, but how you handled them that differentiates the company. and reading the reviews clearly tells me that they knew about the problems but never bothered to fix or check it.
I did however post my feedback on how I was able to get backup after paying the maintenance fee to be told that I needed to do a clean reinstall of windows and loose my files which I didnt want to.
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I uninstalled AVG
Yes, that is what you say. But the question is if you used the uninstall tool and then removed all leftovers manually. If not, it can lead to problems and that has nothing to do with avast.
How GrimeFighter did come into play... Read your own post.
This grimefighter stuff completely hosed my PC
The AVAST support lady
If that was on the phone, it was not someone from avast.
To answer further, majority of folks who are hosed up and need their files back. Do you think there is any other option than pay up?
Yes there is. It is called a backup, no need to pay anything at all.
If Avast has even checked this forum and looked at the symptoms they would have stepped up and offered free service in these specific cases, they didn't.
People from avast are active on this webboard and as I said, support for avast is free. There is no reason for avast to offer free help for software other than their own.
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"Company A can not force company B to do certain things".
I disagree. If company A (Avast) hires company B to perform a certain specific function, yes they can force Company B to do what they want. Or they're fired.
I think Avast has made a terrible mistake farming out the business side to another uninterested company that doesn't care about public relations.