Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: rkmills812 on January 25, 2021, 10:13:21 PM
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My wife is having frequent problems with her Outlook where she is getting a server encryption error preventing connection to the Gmail servers.
After much trial and error, I found that if I removed her Avast Premium Security app, the problem went away.
Is anyone else having problems with Outlook/GMail and Avast Premium Security?
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- Which version/build of Avast Premium..?
- OS..? (32/64 Bit..? - which SP/Build..?)
- Other security related software installed..?
- Which AV(s) did you use before Avast..?
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- Which version/build of Avast Premium..?
20.10.2442 (build 20.10.5824.626)
- OS..? (32/64 Bit..? - which SP/Build..?)
MS Windows 10 Home, Version 10.0.19041 Build 19041
x64-based PC
- Other security related software installed..?
None
- Which AV(s) did you use before Avast..?
We've used Avast Premium Security for a couple of years with any problem. The current issue only began when she moved to Windows 10 and Office 2019 on a new Dell XPS last week
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The current issue only began when she moved to Windows 10 and Office 2019 on a new Dell XPS last week
Was there any AV preinstalled. If so, did you completely remove it..?
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AV was not preinstalled. I installed it.
I've removed and reinstalled the product now multiple times.
If AV is not installed, OUTLOOK works fine.
If AV is installed and Mail Shield is enabled, I get encryption errors when trying to send/receive email.
If AV is installed and Mail Shield is disabled, Outlook works fine.
If AV is installed, Mail Shield is enabled, and I untick scanning inbound and outbound emails, I get encryption errors when trying to send/receive email.
I haven't tried having Mail Shield enabled and going through unticking all the other Mail Shield options one-by-one yet.
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First, be sure to get rid of all remnants of any prior installed AV(s)..!!
-> https://support.avast.com/article/11/
Then:
1. Download Avast Premium Security: https://files.avast.com/iavs9x/avast_premium_security_setup_offline.exe
2. Follow instructions: https://www.avast.com/uninstall-utility (Run this tool for all prior installed Avast versions..!!)
3. Reinstall Avast with the downloaded installer from point 1.
4. Reboot.
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I followed all the steps indicated:
- Ran the McAfee Utility to ensure that the Dell loaded version of McAfee was fully removed
- Downloaded APS to my desktop
- Downloaded AVAST uninstall utility to my desktop
- rebooted in Safe Mode (which was an adventure in itself, requiring the use of a bit locker key....something new for me)
- Ran the Avast removal tool
- Rebooted
- reinstalled APS
- rebooted
- Started Outlook
and Outlook ran fine for 17 minutes. I sent and received several emails successfully.
and then the encryption error appeared again. So no change in behavior
Suggestions?
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Reboot twice.
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at first I thought .... "seriously"?
but I went ahead and rebooted twice.
After the second reboot I restarted Outlook.
The encryption error began appearing within 10 minutes
See attached screen capture
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Follow instructions: https://support.avast.com/article/33/
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Done.
Since there was no ticket number, I provided the name of this forum issue within the body of the message
"Avast Premium Security and Outlook (Office 2019) under Windows 10"
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Asyn - How long does it typically take Avast to respond to / acknowledge a new support ticket using the method you provided?
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Asyn - How long does it typically take Avast to respond to / acknowledge a new support ticket using the method you provided?
Hi, you should get a ticket-ID instantly. No idea about current response times, sorry.
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I used the "settings" method outlined within the url you provided to submit a log file. No ticket number was ever created during that process, and I've received no response from AVAST indicating they have received the information I provided.
There was a FILE ID indicated, but no ticket number.
Would that indicate I did it incorrectly?
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There was a FILE ID indicated, but no ticket number.
Post your File-ID here, I'll forward it for you.
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File ID: BXG73
Thanks!
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File ID: BXG73
Thanks!
OK, done. You're welcome.
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Hi rkmils812,
I'm very sorry for the troubles with the Mailshield.
I wasn't able to reproduce your issue and unfortunately, provided logs do not contain debug records.
Could you please enable debug logging (Menu > Settings > General > Troubleshooting > Enable debug logging), reproduce your issue (sync problems in outlook when mail shield is running).
Create a support package (https://support.avast.com/en-eu/article/Submit-support-file) and post the ID here.
Thanks in advance,
HK
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File ID: NUUZO
File Name: 20210129_1557_NUUZO_203099170.zip
Thanks!
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HK:
Any update on my issue?
I did receive an email from Miroslav Jenšík with the Avast Support Team who inquired about a ticket number. I replied that all I had was the File ID and File Name reference below, and that I had submitted that information under your direction via this forum.
Thanks In Advance for any updates.
Ronnie
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Hi rkmills,
sorry for the late reply. Your issue was forwarded to the mailshield developer. Me or Jaroslav Jensik will come back to you once it is fixed.
Best regards,
HK
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I just downloaded the latest AVAST update [version 21.1.2449 (build 20.10.5824.639)] to the computer impacted by the Outlook/GMail conflict described in this post, and it's still not resolved.
Is the development team still working on this?
Please Advise.
Thanks!