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Avast Products => Avast Passwords => Topic started by: Piers4 on November 29, 2017, 01:11:57 AM

Title: Avast Passwords Script Extension issues
Post by: Piers4 on November 29, 2017, 01:11:57 AM
Just installed Avast Passwords Avast Pro Antivirus.
I use Firefox and is all good except for now when using my primary online bookkeeping software it will hang for a 10-15 seconds a couple of times a minute and display a error message across the top of the browser window saying "A Script in the extension "Avast Passwords" is causing Firefox to slow down." and displays 3 button options: "Temporarily disable extension on page", "Stop it" & "Wait"  -  I've tried all three of these options at various times but they are all temporary fixes i.e. the page unfreezes for a few seconds and then the error returns. Help?
Title: Re: Avast Passwords Script Extension issues
Post by: Martin Kvetko on December 01, 2017, 11:42:46 AM
We are aware of this issue and we are trying to fix it.
Could you please post pages this happens on. We know a few facebook included but bigger sample could help us find out optimal solution for all cases.
Title: Re: Avast Passwords Script Extension issues
Post by: Evil Overlord on December 04, 2017, 08:47:11 PM
It's happened for me on a wide variety of pages.
Title: Re: Avast Passwords Script Extension issues
Post by: Asyn on December 05, 2017, 07:45:54 AM
We are aware of this issue and we are trying to fix it.
Could you please post pages this happens on. We know a few facebook included but bigger sample could help us find out optimal solution for all cases.
Hi Martin, here's an example from the German section.
http://bulksell.ebay.de/ws/eBayISAPI.dll?SingleList&&DraftURL=http://my.ebay.de/ws/eBayISAPI.dll?MyEbayBeta&currentpage=MyeBayNextSavedDrafts
Title: Re: Avast Passwords Script Extension issues
Post by: kjeskaer14 on December 07, 2017, 12:50:49 PM
Hi  I have the same issue, and it is on almost all homepages, only a few show message about script, pc is slowed down to almost a crawl.
I have opened several support requests, one with picture of script error on honepage, but Avast does not answer any of them, very frustrating.
Title: Re: Avast Passwords Script Extension issues
Post by: Martin Kvetko on December 07, 2017, 02:40:37 PM
That is odd that you haven't got any reply from support. I will ask our support why they are not forwarding such complaints to us. Anyway we are aware of this and we are working hard to fix it. It is fair to note that it is bit late as before Firefox started blaming us we knew the problem is there, but we were not able measure how big the impact is. Now we know the impact is big so it now has got focus it deserves. I hope that we will fix it very soon, but yet we are still analysing root cause.
Title: Re: Avast Passwords Script Extension issues
Post by: kjeskaer14 on December 07, 2017, 03:43:36 PM
Hi It is extremely fustrating, I can only contact support via homepage you know Support request, I cant find any email adress to them and I cant see in my profile that they have recieved any support requests, I seem to recall that it was possible to write to them directly in the old days and see in my profile that I had a support request waiting.
Only in one instance I got a number that they had allocated to my question and that was 05698090
Title: Re: Avast Passwords Script Extension issues
Post by: Martin Kvetko on December 11, 2017, 08:40:57 AM
Hi It is extremely fustrating, I can only contact support via homepage you know Support request, I cant find any email adress to them and I cant see in my profile that they have recieved any support requests, I seem to recall that it was possible to write to them directly in the old days and see in my profile that I had a support request waiting.
Only in one instance I got a number that they had allocated to my question and that was 05698090
I have asked support and they told me that your request is in the queue of not yet processed requests.
Anyway we know about this issue and we are doing our best to sort it out. Hopefully this week we will release extension update which should fix this issue. I will update this thread once we roll it out so you can update your extensions right after fix is ready on update server.
Title: Re: Avast Passwords Script Extension issues
Post by: kjeskaer14 on December 11, 2017, 05:52:35 PM
Hi Martin
Got an answer from support today, basicly saying - just reinstall that might help -  the problem is kind of solved (not) because after solving an Ebay issue where I had to delete my browser history my paid version of Passwords stopped working (the free version of Passwords stopped working a long time ago) so now there is no issue with script stopping homepages, but now I have to type all of my passwords everytime needed because they are gone from Firefox.
Title: Re: Avast Passwords Script Extension issues
Post by: Martin Kvetko on December 13, 2017, 08:31:58 AM
Hi Martin
Got an answer from support today, basicly saying - just reinstall that might help -  the problem is kind of solved (not) because after solving an Ebay issue where I had to delete my browser history my paid version of Passwords stopped working (the free version of Passwords stopped working a long time ago) so now there is no issue with script stopping homepages, but now I have to type all of my passwords everytime needed because they are gone from Firefox.
To get that working you need pair extension with avast passwords again, you need to go to Avast->Settings->Passwords and hit Install extension to Firefox again. That will open tab in Firefox with activation/installation page. The extension, if present in the browser, should recognize this tab and initiate pairing (exchanging security token) with main application which is used for application to extension communication encryption.
Note that reinstall will not help in most cases users are having troubles with avast passwords. I have told them (to our support) multiple times that this general treatment - reinstall - is not valid for us and could lead to even worse situations if it is done without proper analysis of current customer's case. I will talk to them again. Sorry for inconvenience caused by wrong advise from our front line support.
We still work on fixing original issue and my assumption - we could get it this week, is now showing as less probable. We still have 3 working days remaining but I'm bit sceptic about fix to be release this week at this moment. I'm sorry for that, we know this situation is not good especially with respect to the fact it affects shopping sites (not only) in busiest shopping time of the year. 
Title: Re: Avast Passwords Script Extension issues
Post by: kjeskaer14 on December 13, 2017, 04:28:51 PM
Hi Martin
Thank you for your answer, it is nice that someone at Avast is answering and know what is going on, please tell them that it would be nice that when you open a support request if they then would send a confirmation email so one know that they have recieved ones request (as in the old days)
I paired it with Firefox again and then it works again. (with some homepages not working)
I did not follow supports answer that I should just reinstall, as there was no need to because Passwords are working but having issues.
This is a homepage where it is having issues with  :  https://www.hoffmann-group.com
Title: Re: Avast Passwords Script Extension issues
Post by: gecin on December 16, 2017, 04:45:24 PM
I have this same issue and the only thing that fixes it is disabling Avast Passwords, which I would rather not do. The issue was worse before updating to the current version of Firefox (57.0.2) but it still happens on some pages. It always happens on zulily.com, not on the main page, but on any category page such as this one:

https://www.zulily.com/e/soccer-picks-that-score-toddler-and-up-269811.html

In most cases, I can click on Stop the script and it loads normally but there have been cases when the page just never loaded fully or normally.

Title: Re: Avast Passwords Script Extension issues
Post by: gecin on December 16, 2017, 11:00:01 PM
Another site this happens on is freshdirect.com
Title: Re: Avast Passwords Script Extension issues
Post by: Martin Kvetko on December 19, 2017, 10:08:02 AM
Another site this happens on is freshdirect.com

Thanks for the report, we are very close to have fix available for testing so it may get fixed very soon, stay tuned. I will post the update once the fix is released.
Title: Re: Avast Passwords Script Extension issues
Post by: Martin Kvetko on January 16, 2018, 10:30:28 AM
We have released fix of our extensions yesterday. You should get this update automatically. During the investigation of the root cause we have found also other parts in code which could be optimized with respect to performance and we have put them to our back log so we will address them later.

Our current version is now about 100 times faster than it was before the fix so especially for complex sites you should have noticeable better experience. The remaining work will not have such significant impact on performance as what we have fixed and released just now.

If you have latest version and you still see negative impact on page performance, please report it to me so we can address the issue sooner than Firefox starts blaming us from slowing down web page processing.

The version containing the fix is 1.1.3258
Title: Re: Avast Passwords Script Extension issues
Post by: kjeskaer14 on January 30, 2018, 11:21:39 AM
Hi Martin
My version of Avast Premier is from 21-12-2017 and I have tried to update, but it says that the program is updated.
I cant find the version number for the Password program.
Title: Re: Avast Passwords Script Extension issues
Post by: Martin Kvetko on January 30, 2018, 11:26:53 AM
The version referred is version of browser extension so
For Chrome you can find version of extension by opening this address in Chrome browser
chrome://extensions/ (http://chrome://extensions/)
For Firefox you can find the information by opening this address in Firefox
about:addons (http://about:addons)
Title: Re: Avast Passwords Script Extension issues
Post by: kjeskaer14 on January 30, 2018, 01:26:08 PM
Hi Martin
your link for Chrome leads to an adress where it says "Server not found"
and the link for Firefox does not work, nothing happens.
Title: Re: Avast Passwords Script Extension issues
Post by: kjeskaer14 on January 30, 2018, 02:01:24 PM
Hi Martin
I found the version number in Firefox and it is updated to latest version.
Title: Re: Avast Passwords Script Extension issues
Post by: Martin Kvetko on February 01, 2018, 01:49:44 PM
Hi Martin
your link for Chrome leads to an address where it says "Server not found"
and the link for Firefox does not work, nothing happens.
My fault I have just copied that thinking the browser can handle that.

Please paste those links to address bar of appropriate browser and hit enter to view list of your extensions to check their versions
Title: Re: Avast Passwords Script Extension issues
Post by: kjeskaer14 on February 08, 2018, 04:41:30 PM
Hi Martin
It is still not working on this site
https://www.conradelektronik.dk/websale8/?Ctx=%257bver%252f8%252fver%257d%257bst%252f3ec%252fst%257d%257bcmd%252f0%252fcmd%257d%257bm%252fwebsale%252fm%257d%257bs%252fconrad%252ddk%252fs%257d%257bl%252f02%252daa%252fl%257d%257bmd5%252f40681438cceaf614dd0b8290d8e505c2%252fmd5%257d&act=search&dp2=ff_search&search_input=Rillekuglelejer&tpl=ws_search.htm&refKey=Gi3ELtV0C
Title: Re: Avast Passwords Script Extension issues
Post by: Martin Kvetko on February 09, 2018, 08:56:20 AM
Thanks for the report, we already figured out that our fix is not general treatment for this case and we are collecting cases for 2nd round of optimizations, links like yours will help us a lot to provide final solution to this situation.
Title: Re: Avast Passwords Script Extension issues
Post by: Buster-Boy on February 25, 2018, 11:17:08 AM
I was having this issue as well, in Firefox, and found a workaround.  I disabled the hardware acceleration in Firefox and I have not had any issues thus far.

My system:
Windows 10 Version 1709
Firefox 58.0.2 (64-bit)
Avast Passwords version 1.1.3327
Avast Internet Security version 18.1.2326

How to disable hardware acceleration in Firefox:


Open Firefox
Open a new tab and type about:preferences to open the preferences option page
On the General page,  scroll down to the Performance options
Uncheck the 'Use recommended performance settings' to see additional options
Uncheck the 'Use hardware acceleration when available'

Not sure if this will help anyone else but its a quick test and if it doesn't help you can just revert the changes by checking the 'Use recommended performance settings'

Good luck  ;D

-BB-
Title: Re: Avast Passwords Script Extension issues
Post by: gecin on March 05, 2018, 05:30:56 AM
I have version 1.1.3327 and still have the issue on pages at zulily.com such as this one:

https://www.zulily.com/e/gund-280209.html

Freshdirect.com is better but I get a lot of slowdown when opening sections from the main page, such as Easy Order or On Sale, View All. It's a page on top of the main page that opens up, with product listings.

Thanks for working on this.

Title: Re: Avast Passwords Script Extension issues
Post by: gecin on March 05, 2018, 05:33:51 AM
BB, thank you for the workaround but it didn't work for me.
Title: Re: Avast Passwords Script Extension issues
Post by: kjeskaer14 on March 09, 2018, 10:09:07 PM
Hi Martin
I am having problems with installing paid version of Avast Passwords on other pc´s running Firefox, I cant find Passwords in Firefox addons and in Avast I cant see a possibility to link Passwords with Firefox, can you help me.
Kind regards
Margon
Title: Re: Avast Passwords Script Extension issues
Post by: hugues.laine on March 21, 2018, 02:29:58 PM
looks like the problem still exists for me .... any help ?
Title: Re: Avast Passwords Script Extension issues
Post by: Martin Kvetko on March 23, 2018, 07:49:54 AM
We are aware the problem persisted and we are trying to find out solution for it. Our extension is having troubles with pages having lot of inputs and we are trying to figure out how to fix the issue without breaking some of currently working sites, so far it doesn't seem to be easy, that's why it take us so long dealing with that.
Title: Re: Avast Passwords Script Extension issues
Post by: gecin on March 24, 2018, 05:42:40 PM
Zulily is working normally for me now. Fresh Direct main page (pages within pages that open) are still slower but better. Thank you!
Title: Re: Avast Passwords Script Extension issues
Post by: gecin on May 09, 2018, 04:41:44 PM
https://www.aldi.us/en/weekly-specials/aldi-finds-for-may-9/

Another site with a script problem. It didn't used to be.
Title: Re: Avast Passwords Script Extension issues
Post by: xShahalx on June 03, 2018, 03:17:43 PM
This is issue is clearly not fixed yet. Nothing works other than uninstalling or disabling which defeats the purpose of this extension.
Title: Re: Avast Passwords Script Extension issues
Post by: rman on July 26, 2018, 05:21:56 PM
This is not fixed.  I have tried any suggestions I could find, but nothing makes any difference.  Is there no update as to what is going on to fix this?