Avast WEBforum

Consumer Products => Avast Mac Security => Topic started by: bradkelleyann on November 09, 2019, 08:00:46 PM

Title: Avast Shields not Running on Catalina
Post by: bradkelleyann on November 09, 2019, 08:00:46 PM

I installed the new Catalina on my Mac and now the core shields do not operate.  I have a message in my avast account that says "Were sorry there is some problem on our side, We'll fix it as soon as possible."  What is the issue?

Title: Re: Avast Shields not Running on Catalina
Post by: .: Mac :. on November 11, 2019, 11:47:55 AM

Can you check that you have completed the steps to allow the avast drivers as in the link below:
https://support.avast.com/en-eu/article/Mac-Security-High-Sierra-allow-extensions

Title: Re: Avast Shields not Running on Catalina
Post by: ondrej.kolacek on November 11, 2019, 02:13:01 PM

Hello,

In case GUI shows the "please turn on your core shields to stay protected" screen, Mac's link is correct; however if it shows the generic "We're sorry there is some problem on our side", my last post in this thread is relevant:

https://forum.avast.com/index.php?topic=229971.0

Also please if you've got time, send us a support package before trying the fix from the linked thread (please add your email from forum and/or link to this thread so that we can match it),  here is how to send support package: https://support.avast.com/en-ww/article/Submit-Mac-Security-support-file

We apologise for the problem, we are still trying to find out what is the issue, as it is very rare, we can not reproduce it, plus this quite often gets confused with a general "Allowing kernel extensions" issues.

Kind regards,
Ondrej kolacek

Title: Re: Avast Shields not Running on Catalina
Post by: bradkelleyann on November 11, 2019, 05:17:48 PM

Yes, I am getting the "Were Sorry" Message for the various shields.  email is bradkelleyann@msn.com.  For the other solution, I cannot even get the "Allow" message in the system preferences General section for my Mac.

Title: Re: Avast Shields not Running on Catalina
Post by: ondrej.kolacek on November 11, 2019, 07:07:38 PM

Quote from: bradkelleyann on November 11, 2019, 05:17:48 PM

Yes, I am getting the "Were Sorry" Message for the various shields.  email is bradkelleyann@msn.com.  For the other solution, I cannot even get the "Allow" message in the system preferences General section for my Mac.

Hello,
please ensure that when you send the support package, you fill that email into the form.
Kind regards,
Ondrej Kolacek

Title: Re: Avast Shields not Running on Catalina
Post by: top.siopavel on November 21, 2019, 07:27:22 AM

It seems that Vega-based GPUs aren’t hit by this issue. Furthermore, it’s worth noting that some of the affected eGPUs are on Apple’s official list of supported products for suitable Thunderbolt 3 enclosures.