Avast WEBforum
Consumer Products => Avast Mac Security => Topic started by: willox2010 on October 13, 2019, 04:05:20 AM
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just throwing out there that if you update to mac os Catalina and avast premium security, then the app tends to "automatically" block processes from running if it thinks that its a ransomware.
following updating to catalina, my photos library was updating, during this update, a pop came up from avast and blocked a process after 30sec as it believed it to be a randomsware. once finished, these errors popped up, resulting in the photo library becoming unaccessible.
"Photos was unable to open the library “Photos Library”. (4302)"
" PHPhotosErrorInvalidState ?
these are the error i got as a result of avast blocking a process from running. it killed my photos library and had to extract the photos manually and slowly move them over to a new photos library.
avast did not keep a log or record of the processes it blocks, so there was no way to undo the damage that had already taken place.
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I’ve seen other reports of the conversion failing, are you sure Avast was the source of the error?
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yes i am sure, it should be easy to recreate the scenario, as apple photos was updating its library following the catalina update with avast premium security installed, avast popped up with its security warning and after 30sec it automatically blocked some process from running which was associated with apple photos, thus killing the library, making the library inaccessible.
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Hello,
we apologise for the issue, and will fix it as soon as possible.
Kind regards,
Ondrej Kolacek
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Hello,
we apologise for the issue, and will fix it as soon as possible.
Kind regards,
Ondrej Kolacek
Please fix it ASAP! Selling software that blocks essential files on peoples' PCs is unacceptable. I will think twice before buying and installing avast products again. What a hassle!
P.S.Those verification letters are unreadable. What's wrong with you people? Are you on a mission to make your customers' lives miserable??
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P.S.Those verification letters are unreadable. What's wrong with you people? Are you on a mission to make your customers' lives miserable??
Captcha is only needed for your first 3 posts. (Spam protection)
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Hello,
the fix should be live; update Avast Antivirus if you want to be sure you already have it.
We apologise for the issue, due to unforeseen circumstances this has taken more than the usual half an hour to do.
Kind regards,
Ondrej Kolacek
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Thank you for your hard work Ondrej!
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Again, again, again roblems with Avast when there has been an update of MacOS. Shortly ago it was the kill switch that killed ALL browsing (still not fixed), now its the antivirus that has broken down - so I´m running unprotected,despite having a payed VPN/antvirus still running for 357 and some 180 days.
No where to get a chat going - only mail - and so far, after 3 hours still no contact =:o((((
Whart dio you guyes do? Go to another company - wich one is able to deliver a working VPN/Antivirus?
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and when trying to request for a refund - just isn´t possible - Please fill out form is a page you can start filling out, but cant finish or send from....and now from here, at the forum - trying to get the letters from the sequrity bit read out aloud - there is NO sound - way to go AVAST - nice job!!
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Can someone please tell me how I can browse the internet now that I updated to Catalina and I can not get a VPN connection? What do I do....Just uninstall Avast? So frustrated.
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Just bougth a couple of days ago Avast Premium security for 8 MAC's. The shields are not working and we get the same message as many others. There is a problem on our site and we will fix this. I am searching for days to find a solution for paid software. >:(
Now they want me to send reports from the programs. Hello!!!! I paid for a program and I don't think your paid customers have to search all kinds of forums to get software up and running. Either you release good working software or you don't do it.
Fortunately there are other brands that can do it and I can still get my money back!
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Hello!
Updated to macOS Catalina. Same issue with the Kill Switch feature. Are there any ways to fix this? I already wrote in support, but I have not received an answer yet ... ???
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Hello,
regarding the "web stops working on Catalina" issue, unfortunately there is no solution for this yet. We know about 4 users for which this has happened, but we have not been able to reproduce this issue. We have no real clue what could be the cause; it has to be some kind of iteraction with something or it needs a specific configuration to manifest.
Please if this is happening to you, send us support package (https://support.avast.com/en-ww/article/Submit-Mac-Security-support-file) mentioning the issue. Additionally, please if you are able to reproduce it and are willing to schedule a remote connection session with us, please contact me at ondrej.kolacek <at> avast.com .
Kind regards,
Ondrej Kolacek
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Hello,
please if you can reproduce this issue, try to Allow incoming connections in System Preferences -> Security & privacy -> Firewall -> Firewall options; if it helps (or does not help), please NOTIFY US here. We were told by an user that this has fixed the issue for him.
Kind regards,
Ondrej Kolacek
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In May this year I purchased Avast Security Pro, with a two year subscription, and used it apparently without problems until upgrading to Catalina in November, after which I began to experience frequent but only occasional and from my perspective random problems with Safari, and other browsers. The live tab would without any pattern or apparent cause refuse to load a new page. Other tabs would appear to work, for a while, but no new tab could access the internet. Switching to another browser did not resolve the problem.
Frequently, though not always, the browsers would refuse to quit. Relaunching the browser after a force quit did not resolve the problem: the relaunched browser could not access the internet. Disconnecting from the internet and reconnecting did not resolve the problem.
At this point I would try to restart or shut down the Mac (MacBook Pro 15 inch, Mid 2014), but it would not restart or shutdown, hanging at some point after the Finder quit. The Finder could not be restarted, and it was necessary to use the power off button to close the Mac down for restart. This is of course not a pleasant experience.
On restart, which was slow, Avast would sometimes relaunch automatically and present its window, suggesting, I suppose, that it had been open at the time of the crash.
This very inconvenient problem recurred many times, several times a day, and after careful examination of the situation, and a process of elimination, I realised that Avast was not interacting well with Catalina. I don't presume to judge where the problem lies.
I switched off all shields in Avast, and the situation seemed to improve (the machine was stable for some hours). This was good, but rather than make a longer experiment I uninstalled Avast and resorted to another security product, which I have used now for two days without any problems whatsoever, a length of time during which I would have expected the browser/restart problem to have recurred two or three times at least had Avast been running.
When I read that Avast (or Apple) have resolved this problem I may reinstall Avast, but not before.
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Hello,
regarding the "web stops working on Catalina" issue, unfortunately there is no solution for this yet. We are not able to reproduce the issue, we assume it has to be some kind of interaction with something or it needs a specific configuration/environment to manifest.
Please if this is happening to you, send us support package (https://support.avast.com/en-ww/article/Submit-Mac-Security-support-file) mentioning the issue. Additionally, please if you are able to reproduce it and are willing to help to fix this, contact me at ondrej.kolacek <at> avast.com . There are two possibilities of what can be done:
1) we can provide you with instructions how to gather additional information about the system at the moment the issue is manifesting and how to send it to us so that we can hopefully identify and fix the issue
2) we can use professional remote support solution https://www.logmein.com/ to access your computer under your supervision to do the data gathering from 1) for you, as well as to do some more analysis which is not really possible to do automatically.
We apologise for the issue.
Kind regards,
Ondrej Kolacek
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I am adding this message to the thread simply to make Avast aware that I too have experienced exactly the same issues described by the OP on my two MacBook Pros running Avast and MacOS Catalina. The problem so severely interfered with my ability to use these computers productively that I came very close to wiping their hard drives and reinstalling everything... until "on a hunch" I uninstalled Avast Security and found it resolved all the problems I was experiencing. It was only after I realized Avast was the cause of these problems that I discovered this forum thread on the topic.
Unfortunately I cannot help Avast diagnose the root cause of the problem by leaving it installed so that diagnostics can be run. As I mentioned, the current version of Avast Security for MacOS has serious problems that will render a Mac unusable. However, the problem is so severe and reproducible that I expect Avast's software team should be readily able to do testing on any of their own Macs. I should point out that, based on my experience, the problem does not manifest itself immediately following MacOS startup. Additional to the symptoms posted by the OP my experience was:
- inability to access web sites would occur a variable period of time after MacOS startup - sometimes it would happen only after an hour or so of continuous use, but sometimes it would happen directly after waking the Mac from a sleep state
- although a access to a web site from a new browser tab or from a link within an existing browser tab would be blocked, any browser tabs that were already open would usually still be able to successfully refresh its page
- when the symptoms started in one browser application, it would not be possible to circumvent the problem by using a different browser because web access on the different browser would be immediately blocked
- when access to web sites on the internet became blocked, then access to all web servers on the local network (even by specifying their IP address) would be blocked
- when access to web sites on the internet became blocked, internet applications using other IP ports (such as mail servers) would still be accessible
- to confirm what the OP also mentioned - temporary resolution of the problem required a forced restart/shutdown of the Mac using the power button. The system problem created by Avast was so severe as to block the normal MacOS shut down and restart processes.
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I am adding this message to the thread simply to make Avast aware that I too have experienced exactly the same issues described by the OP on my two MacBook Pros running Avast and MacOS Catalina. The problem so severely interfered with my ability to use these computers productively that I came very close to wiping their hard drives and reinstalling everything... until "on a hunch" I uninstalled Avast Security and found it resolved all the problems I was experiencing. It was only after I realized Avast was the cause of these problems that I discovered this forum thread on the topic.
Unfortunately I cannot help Avast diagnose the root cause of the problem by leaving it installed so that diagnostics can be run. As I mentioned, the current version of Avast Security for MacOS has serious problems that will render a Mac unusable. However, the problem is so severe and reproducible that I expect Avast's software team should be readily able to do testing on any of their own Macs. I should point out that, based on my experience, the problem does not manifest itself immediately following MacOS startup. Additional to the symptoms posted by the OP my experience was:
- inability to access web sites would occur a variable period of time after MacOS startup - sometimes it would happen only after an hour or so of continuous use, but sometimes it would happen directly after waking the Mac from a sleep state
- although a access to a web site from a new browser tab or from a link within an existing browser tab would be blocked, any browser tabs that were already open would usually still be able to successfully refresh its page
- when the symptoms started in one browser application, it would not be possible to circumvent the problem by using a different browser because web access on the different browser would be immediately blocked
- when access to web sites on the internet became blocked, then access to all web servers on the local network (even by specifying their IP address) would be blocked
- when access to web sites on the internet became blocked, internet applications using other IP ports (such as mail servers) would still be accessible
- to confirm what the OP also mentioned - temporary resolution of the problem required a forced restart/shutdown of the Mac using the power button. The system problem created by Avast was so severe as to block the normal MacOS shut down and restart processes.
Thanks for the info; it seems to match with some of the other info we have gathered. Based on this, it is likely that turning off Fileshield component should prevent the issue from reoccurring (but probably won't fix it if it has already manifested, the computer should be restarted first).
Unfortunately while the problem is severe and reproducible for some users, it seems to either depend on some specific configuration, software used or network environment present, as although we have several dozens of users of Avast AV with Catalina in the company plus dedicated stress and ongoing test running machines, we can not reproduce it. Please consider sending us support package (https://support.avast.com/en-ww/article/Submit-Mac-Security-support-file) if this is occurring on your computer (while mentioning this issue) or contact me at ondrej.kolacek <at> avast.com if you are willing to perform some further diagnostics.
We apologise for the issue and are doing what we can to resolve it. Thanks for the help.
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Thanks for the info; it seems to match with some of the other info we have gathered. Based on this, it is likely that turning off Fileshield component should prevent the issue from reoccurring (but probably won't fix it if it has already manifested, the computer should be restarted first).
Unfortunately while the problem is severe and reproducible for some users, it seems to either depend on some specific configuration, software used or network environment present, as although we have several dozens of users of Avast AV with Catalina in the company plus dedicated stress and ongoing test running machines, we can not reproduce it. Please consider sending us support package (https://support.avast.com/en-ww/article/Submit-Mac-Security-support-file) if this is occurring on your computer (while mentioning this issue) or contact me at ondrej.kolacek <at> avast.com if you are willing to perform some further diagnostics.
We apologise for the issue and are doing what we can to resolve it. Thanks for the help.
Thank you for the followup. Since I'd already assumed Avast Security was no longer compatible with MacOS Catalina, I moved on to a software solution from another company so I won't be of any help in diagnosing why Avast Security doesn't work properly.
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I have experienced EXACTLY the same problem. Uninstalling Avast was the only solution, as turning off all possible options in Avast settings didn't help... Any solutions for this problem?
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I have experienced EXACTLY the same problem. Uninstalling Avast was the only solution, as turning off all possible options in Avast settings didn't help... Any solutions for this problem?
See Reply #18 from Ondrej.
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is there any update on this issue as Im experiencing the same issue?