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Avast Products => Avast Passwords => Avast Passwords for Windows => Topic started by: Kris27 on June 21, 2018, 08:42:00 AM

Title: i never set a master password
Post by: Kris27 on June 21, 2018, 08:42:00 AM
i never set a master password for avast passwords and now after the latest firefox update, im locked out. is this even possible?
Title: Re: i never set a master password
Post by: susan0802 on June 23, 2018, 03:23:46 AM
I am also having the same problem.  I never set up a master password and today I find myself locked out after updating Firefox yesterday.   Had to make a new account to post to this page.
Title: Re: i never set a master password
Post by: susan0802 on June 23, 2018, 09:04:38 PM
Please can anyone help us with this issue?
Title: Re: i never set a master password
Post by: Daniel Hustava on June 23, 2018, 09:07:05 PM
Hey Kris and Susan, what do you guys see when you open Avast and navigate to Passwords (Privacy -> Passwords)? Is there a master password prompt? If not, can you make me a screenshot and gather the program logs for me?
Title: Re: i never set a master password
Post by: susan0802 on June 23, 2018, 09:16:38 PM
I am not sure how to provide the log files you are asking for, please advise and thank you for the response. :)
Title: Re: i never set a master password
Post by: Daniel Hustava on June 23, 2018, 10:03:00 PM
Can you close the Passwords settings and do me an another screenshot?

As for the logs, I'm interested in are AvastSvc.log and AvastUI.log files from C:\ProgramData\AVAST Software\Avast\log, but before you collect them, can you do following steps for me?

1. Enable debug logging so I will get more information about whats happening, which might help me with fixing this issue. For that, you need to open Avast, then go to Menu and then Settings. In General tab there should be a Maintenance section and then a Logs subsection. Here I'll need you to check the Enable debug logging checkbox and change the Maximum size of each log file to from default 4096 to 15500.

2. Restart PC and then open Avast and navigate to Passwords again. If you still are locked out of passwords (I guess you will be), close the Avast. The closing part is kinda important so all messages are properly written to the log files.

After closing the AvastUI, please send me the the screenshot and log files to daniel.hustava@avast.com (so we don't spam here) and disable debug logging (it slows down your computer and we don't want that :) )
Title: Re: i never set a master password
Post by: susan0802 on June 23, 2018, 11:59:14 PM
I closed the program and opened it again, used the privacy and password tabs to gain access to the password area and see exactly the same screenshot. I did not access this through the settings tap in the top right interface.

I located the files and will send them as soon as I complete your steps
Title: Re: i never set a master password
Post by: Kris27 on July 04, 2018, 05:35:45 AM
daniel, did you get my email?
Title: Re: i never set a master password
Post by: Daniel Hustava on July 04, 2018, 10:50:55 AM
Hi Kris,

I'm afraid I didn't. Only communication I have on this issue is with @susan0802.

Anyway, my investigation on this issue is getting further, but I will need one more piece of information. Can someone with this issue run regedit.exe (via Start -> Run -> "regedit"), navigate to HKEY_CURRENT_USER\Software\AVAST Software\Avast\PRIVATE and check if you have a key named AutoLoginMasterKey there? You may need to disable Avast self-defense module in Avast's settings (troubleshooting section) in case you get an access error.
Title: Re: i never set a master password
Post by: Daniel Hustava on July 07, 2018, 01:47:45 AM
Hi everyone,

I have an update. I found the bug thanks to info you provided. I'll prepare a fix and release it ASAP (hopefully Monday if things go smooth).

Sorry for trouble,
Dan
Title: Re: i never set a master password
Post by: remelejb on July 10, 2018, 09:44:34 PM
Was the fix released? How do we get it and how do we install? Password (that doesn't exist) is required to update.
Title: Re: i never set a master password
Post by: Daniel Hustava on July 10, 2018, 09:52:57 PM
Hi Remelejb,

The fix for the above mentioned issue was not yet released as we are waiting for some other fixes from other teams so we can release it in one bundle. The update process is automatic. However, if your Avast Antivirus requires a password when you try to update it, then you should head to Avast AV section. This is forum for "Avast Passwords" product/component, the password manager.

Dan
Title: Re: i never set a master password
Post by: remelejb on July 10, 2018, 11:40:38 PM
I meant that in Windows "Apps and Features", when I try to Update or Uninstall Avast, it asks for a password. I tried to do that to see if an update was available. I've never set a password and it's also asking me for one to:

-Run Smart Scan
-Go to Settings
-Turn Shields Off
-Create a custom scan
Etc...

Title: Re: i never set a master password
Post by: Daniel Hustava on July 10, 2018, 11:44:53 PM
Yeah, thats something I won't be able to help you with as I don't deal with core Avast Antivirus. Try to ask here https://forum.avast.com/index.php?board=2.0

Dan
Title: Re: i never set a master password
Post by: mamabright1 on July 12, 2018, 11:30:21 PM
I am having the same problem too...can someone please help...i access my passwords on avast all the time...I love this program feature!  but now suddenly (after a recent update) I am locked out because it requires a master password that I never set up...I really do NOT want to have to uninstall this feature and lose all of my date...please, please help!!!
Title: Re: i never set a master password
Post by: Daniel Hustava on July 13, 2018, 10:41:17 AM
Hi mamabright1,

I got word from Release Engineering that the fix should go finally out in an hour. Sorry for delays, this fix was bundled with fixes for other parts of Avast

However, this doesn't fix the main problem. You don't know the master password. You might argue that you never set one, but you did even tho it might been as far as years ago. I know because application logs I have from ppl from this thread don't lie. Why this is a problem? Because if you accidentally lock your vault, either from application or via extension, it's over. I won't be able to help you get your data back.

I strongly advice to anyone affected by this issue and is not synchronising to take the time and
Title: Re: i never set a master password
Post by: Daniel Hustava on July 13, 2018, 12:58:26 PM
Fix for this issue was released, you should get it after next restart
Title: Re: i never set a master password
Post by: mamabright1 on July 13, 2018, 02:50:40 PM
thank you for your help, Daniel

I shut down my computer and restarted it opened avast and looked for an update and it says I'm running the current update which shows 6/20/18 and it is still requiring a master password?  can you tell me how to get the update?

also...how do I'm synchronizing or not?  and if I'm not, can I?  and if not, where do I go to create a chrome csv export file?

thanks again for your help!  :-)
Title: Re: i never set a master password
Post by: Daniel Hustava on July 13, 2018, 05:08:52 PM
The fix was released via µUpdate. You won't see it in the application settings's update section. To check if the µUpdate was properly applied, open registry, go to HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\AVAST Software\Avast. There should be a key named UpdateVersion and its value should be 366 or higher.

If the value is lower, then you can speed up the process by running AvEmUpdate.exe from c:\Program Files\AVAST Software\Avast\, waiting for a while and doing a restart. If you still don't have 366 after this, then something went horribly wrong and I'd recommend doing a repair installation of Avast.

Dan
Title: Re: i never set a master password
Post by: Daniel Hustava on July 13, 2018, 05:25:15 PM
Synchronisation is the thing you use when you want to use Avast Passwords on multiple devices (windows, mac, iOs and android are supported). Changes you do on one device is synchronised to others. Basically, if you only used Avast Passwords on one device, then you most likely didn't have synchronisation set up.

As for export, you can do a chrome format CSV export from Passwords' settings (Export section). However you need unlocked vault for that. Anyway, if you are still stuck with "enter master password" screen, but have fix applied, then the bug this fix fixed was not your problem after all and I'm afraid I can't help you.

This fix will help people that had master password set up in the past and but unchecked all checkboxes in settings' Auto-lock section. That means their vault appeared as it was "never locked" (from technical viewpoint that was never the case, but thats not important). 18.5 update broke this, so ppl got prompt to enter master password. After these ppl get the above mentioned fix, their vault should be automatically unlocked like before.
Title: Re: i never set a master password
Post by: Bob229 on October 16, 2018, 09:15:52 PM
When it rains it pours, had to restore my system since I started getting the blue screen of death yesterday.  At same time, I got locked out of passwords  (never set a master password) been reading through this thread, and my update version is up 386.  The system restore is holding but still have no access to Avast password?  Suggestions?