Avast WEBforum
Consumer Products => Avast Secure Browser => Avast Secure Browser for Windows => Topic started by: rusway15 on September 26, 2020, 09:16:02 AM
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Hi there,
Can no longer access my Bank account in Bank Mode, a msg keeps coming up 'Application Error - A problem has occurred with your Internet Banking session'. I am able to access the account directly from the Firefox & Google Chrome browser, just no longer from Bank Mode. Am also able to access other accounts in Bank Mode (eg. Paypal), so not a universal issue.
szb log attached
diagnostic info attached
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Hi! Thank you very much for your report.
Could you please give us the name of the bank you use?
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Please note that @testersecurebrowser is not identified as Avast staff member so exert caution with bank details.
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Hi! Thank you very much for your report.
Could you please give us the name of the bank you use?
I've asked you before as to your association with Avast.
Unless you work for Avast, and your ID doesn't show that, do not ask for personal information.
Your post has been reported to the developers.
@rusway15 - Give no information until this identity item is cleared up.
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Hi! Thank you very much for your report.
Could you please give us the name of the bank you use?
I've asked you before as to your association with Avast.
Unless you work for Avast, and your ID doesn't show that, do not ask for personal information.
Your post has been reported to the developers.
@rusway15 - Give no information until this identity item is cleared up.
An Update, testersecurebrowser is an Avast employee but apparently a new employee.
She still needs to get her Avast credentials on the forum and, the personal information asked for
is to help identify the problem the user expressed. That information however should not be posted on the forum.
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To both @rocksteady & @bob3160, appreciate your advising not to forward information to @testsecurebrowser. I did a double take on this myself & then thought this person is a scam artist (language used was rather more colourful than that :)).
Thanks bob3160 for confirming that testsecurebrowser is in fact legitimate.
How should this be tackled now regarding forwarding the Bank name (would never forward any account details)?
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<snip>
Thanks bob3160 for confirming that testsecurebrowser is in fact legitimate.
How should this be tackled now regarding forwarding the Bank name (would never forward any account details)?
To the left of post there are small icons, Email and Personal Message, clicking either would open a window to enter that information. I would suggest using the PM option, see attached image. And as mentioned only give the 'name of the bank you use.'
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@DavidR - thanks for the instructions. Tried to msg 'testsecurebrowser', but they are listed as a contact not able to be accessed (red cross next to name under the contact window - if manually typed in msg comes up unable to access this person).
Seems a bit odd that you established person is legitimate, asks for somewhat personal information, yet not able to be accessed via msg.
So is my only option to wait for other Avast personnel to post here? Or am I expected to post the information on a public forum!
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@DavidR - thanks for the instructions. Tried to msg 'testsecurebrowser', but they are listed as a contact not able to be accessed (red cross next to name under the contact window - if manually typed in msg comes up unable to access this person).
Seems a bit odd that you established person is legitimate, asks for somewhat personal information, yet not able to be accessed via msg.
So is my only option to wait for other Avast personnel to post here? Or am I expected to post the information on a public forum!
There used to be restrictions in using the PM function as a newbie (as it generated some spam), but I thought that had been ended. I'm having some difficulty understanding exactly what you have done and what you see.
If I click on the PM icon, this is the window I get (obviously I'm not a newbie), is this what you see and is this the Red X you are talking about ?
If so that is just a means to remove that user from the PM. if they aren't currently on-line, they would be notified of a PM and can view it when online.
Did you try the email icon next to that ?
You certainly aren't being asked to post the information on a public forum, that is why you were asked to used the PM or email medium.
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@rusway15
I assume you can reach your bank using another browser and it is just ASB in bank mode that fails you.
Which operating system and Avast antivirus (free or paid) version are you using?
I would suggest you uninstall then reinstall the browser and see if that helps.
https://support.avast.com/en-us/article/Uninstall-Secure-Browser
If you have bookmarks in ASB you want to save, then you can export them as html from within the browser then import after the reinstall.
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The mystery deepens. Have just tried sending 'testersecurebrowser' another msg & received a indication that ‘testersecurebrowser’ has blocked my being able to send a msg to them. So perhaps there is a restriction for newbies still? My original attempt may have been an incorrect spelling, but am sure it indicated could not access the person.
@DavidR - your image of msg window is what I received with the red boxed 'x' beside the messenger’s name. Thanks for pointing out it provides a means of removing a messenger. Regarding the email icon aspect you mentioned, I am unsure what you mean. Can neither see one on ‘testersecurebrowser’ original post or in the msg window area.
@rocksteady – using Windows 10, Avast Free version & yes can access bank account from 2 other browsers but not through Avast Secure Browser in Bank Mode. Will try your suggestion of uninstalling & re-installing ASB, but would like to only as a last resort.
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@ rusway15
It would seem strange (a bit silly) if testersecurebrowser had restricted the use/receipt of PMs when asking for information. I'm wondering if they haven't/aren't also working on default profile settings.
Do you not see the Envelope Icon ?
Hover over that and you should see Email - clicking that should generate a new screen within the forum to send that information by email. Hopefully that won't have been restricted to you.
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Do you not see the Envelope Icon ?
@David. Both @rusway15 and @testersecurebrowser are listed as "Newbie".
You being a "Überevangelist" on here I guess may give you elevated rights. I do not see the email envelope/s at my grade.
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@rocksteady - I can see email envelopes on other unrelated Posts/threads in this avast forum, but as you indicated can see none here for @testersecurebrowser.
@DavidR - regarding default settings, I am just working with what was set up when joining. Will investigate latter to see if can change but seems a bit odd that msg would not be automatically set because am able to pull up msg window when selecting it from the original poster.
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@ rusway15
What would help is attaching a screenshot of what you can actually see.
As to default settings, as a newbie there may be some settings that you can't see of change whilst a newbie (under 20 posts).
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@DavidR - here are images of the Msg Window, Msg Blocked indication, Account Settings.
Appreciate both yourself and @rocksteady persevering with this.
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OK it looks like testersecurebrowser has changed their profile settings to block PMs also over and above the default settings which is somewhat disappointing for someone who by all accounts is an Avast Team member, seeking information. And not wishing to public it in the public forum you have no means to communicate it.
I will have a quick test to see if I can't reach her.
If you wish you can PM me (I haven't blocked them) and give me the Bank Name and I will try to forward it.
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OK I have been able to send a PM to her, lets see what happens next.
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Thanks for that DavidR, do appreciate all you have done to help out here. As you indicated will wait to see if something develops from your msg to testersecurebrowser.
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@rusway15.
Back to the original problem you were having:
1. Are you able to to get into your Bank using another browser?
2. Have you uninstalled then re-installed ASB, then try your bank using ASB in Bank Mode again?
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@rocksteady
1. Yes able to access Bank Account in another browser
2. Reluctant at this time to uninstall & reinstall Avast Safety Browser for a number of reasons, & I am somewhat of a technophobe.
1st being if the situation can be resolved by Avast not requiring me to uninstall etc, that seems the better option because of potential other negative issues from the uninstall/reinstall process. Currently, Bank Mode issue with my Bank Account is the only issue, other websites I have no problem accessing so do not see why uninstall process would make a difference (but admit to lack of knowledge on this). 2nd to uninstall Avast Safety Browser also requires me to uninstall my Avast Free Antivirus as well as possibly another Anti Virus software I have installed (not a real time monitoring software, so am unsure at moment if relevant to having to uninstall as well). That makes me feel quite exposed, so something to be avoided if not required in my technophobe state of mind :). There are other lesser reasons but no point listing here.
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Avast Secure Browser is independent of Avast Antivirus, there should be its own add remove programs entry in the Windows control panel.
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I thought it would be as simple as that also @DavidR, but going by the Avast uninstall instruction link that @rocksteady provided in a previous link (#9) I have to disable/uninstall Antivirus Software first before the process -
'Uninstall via Windows Start menu
1. Log into Windows as a user with administrator permissions and ensure no other application or antivirus software is running on your PC.'
https://support.avast.com/en-us/article/Uninstall-Secure-Browser
The only option I see other than uninstall is to run in 'Passive Mode', but is that technically '.... ensure no other application is running on your PC'? And this would also seem to apply to the other Antivirus software installed, which does not have the ability to run disabled or passive, so will require a uninstall.
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1. I used the Avast Secure Browser for a short time, more for testing than actual requirement and as far as I can remember I never disabled (and certainly not uninstall) Avast. However, I never used Bank Mode, that would be the integration between the Avast Secure Browser and Avast AV.
2. The Uninstall via removal tool, is if the first option Uninstall via Windows Start menu didn't work (worked fine for me).
If you are unable to uninstall Avast Secure Browser after completing the steps above, use the Avast Secure Browser removal tool:
. See image extract.
3. Passive mode isn't uninstalling all that happens is that the on-access scanning isn't running, it is so it doesn't conflict with another installed on-access AV. It can still run on-demand scans. And technically doesn't comply with the instruction given for if point 2. above didn't work.
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Uninstall Secure Browser via Programs and Features - Reboot
Run the removal tool, reboot, run the installer import your favorites if you saved them.
A video to help with the installation: https://youtu.be/r_VLA0HMLQM
Report back if that's solved the problem or not.
Avast has offered a separate tool to totally remove the Secure Browser if the above instructions don't work.
You can find that tool here, https://forum.avast.com/index.php?topic=230288.msg1531315#msg1531315
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Good news, after a little leap of faith & a prayer decided to uninstall (then restarted computer) & reinstall Avast Secure Browser - now able to access my Bank account via Bank Mode.
I can only assume that @testersecurebrowser has not responded because of work load.
Big thanks to everyone here for posting advice.
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You're welcome, thanks for the feedback.