Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: TitaniumDust on January 15, 2011, 03:38:12 AM
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I just wanted to report some troubleshooting I just went through. Avast v5.1.889 works great on my PC. However, after upgrading from v5.0 on 2 family members' PCs, both v5.1.864 and v5.1.889 give problems with AOL v9.5 and v9.6 - namely it blocks the software from connecting. I tried a clean install, adding the AOL folder to real-time exclusions, and even disabled ALL shields, yet AOL connections still get blocked. As soon as I uninstall Avast, connections resume as normal. Installing Avast v5.0.677 does not give any problems whatsoever with AOL connectivity on either PC.
If the people at Avast wish to investigate this further and need more info or need someone to test, feel free to contact me with the e-mail address I signed up to the forum with. Thanks!
EDIT: Important: Here is the solution which should work for you; report back in this thread if it doesn't.
http://forum.avast.com/index.php?topic=69419.msg585949#msg585949
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I am getting several calls from my customers that AOL will not find a connection. AVAST Please come up with a solution quickly.
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What firewalls are being used and are avast services being allowed in these firewalls?
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I updated Avast on 1/14/2011 and now AOL can't connect. I did a restore point to 1/11/2011, and sure enough, AOL connected. Restored the Avast update and AOL again is not working. So aggravating when things work one day, and then POOF, things are screwed up.
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This is happening everywhere with Avast and AOL this weekend. I signed up to see what was being done about the problem, and obviously nothing if they don't know about it. I have spoken to AOL several times over the weekend (and I haven't had to contact them in years with any issues)! This has been very frustrating. I actually saw the whole thing unfold. I was online and suddenly Avast alerted me that there was a new version (5.1.889). I clicked yes to go ahead and upgrade as I had done in the past without incident. It asks you to restart your computer as usual, which I did. As soon as I restarted, I let everything load as usual and restarted my AOL. All of a sudden, I find that AOL will not connect. I thought it was a fluke for a moment (no problems with AOL whatsoever prior, and again not for many years). I kept trying. It would say "finding a way to connect" and that would run for an hour that way and do nothing for me. I was able to connect to the internet through Mozilla Firefox and Internet Explorer as usual without incident. I was aggravated as AOL is my main software, and has my e-mail etc, and it would not connect no matter what I tried. I had exhausted all possibilities (I even temporarily turned off Windows Firewall, and that did not help me).
I emptied caches, rebooted, tried all the fixes I could try throughout my computer (Windows 7 PC, and running perfectly otherwise, as it had from the day I received it). I ran Avast and no viruses were found. I ran my SpySweeper and no problems were found. I finally called AOL and braced myself. (hate their customer service). The man I spoke to was honest with me and said that they were fielding many calls like mine, and all from people using Avast Anti-Virus. He tried to do all of the things he could do from his end, but nothing worked.
The next day (yesterday) I tried again and still AOL is not able to connect (but everything else will). I was disgusted. I called AOL and this time I got a woman who asked me what Anti-Virus program I was using. I told her Avast and she said that they are not able to assist me! I was stunned! She said that for liability reasons, she cannot tell me to uninstall the software however the problem is not with AOL. It's with people using AOL and Avast and that they have been getting calls left and right all weekend. I wanted to pull my hair out. I've been using Avast's free anti- virus for years and tried to find a number to call them, but only found Iyogi....no thank you. I finally caved and uninstalled my Avast and lo and behold, AOL is working again just fine! I kept trying to find an older version to download as apparently AOL had no problems with those, but to no avail (and I would only go through someone I trust).
I did take note of something else. I had a hunch and after AOL had been working for most of the day, I then downloaded free Avast again, and all was fine. My Avast was fine and I was still connected to AOL. Once I turned off my computer, and tried to restart my AOL, I was back to all the problems I was having. So in other words, I would need to uninstall and reinstall Avast daily! I REALLY HOPE THEY GET THIS FIXED!!!!!!!!!!!!!!!!
Soooo aggravated.
This is obviously a conflict between AOL and Avast's newest upgrade.
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I am experiencing the same exact problem with trying to use AOL, even more perplexing is i spent hours yesterday trying to figure it out on a brand new Windows 7 computer (just set up yesterday).
Hopefully Avast can resolve their conflict with the AOL software
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Whatever you do, don't make the mistake of altering everything on your end because you think it's a problem your system has. That's the first thing companies want you to do. AOL put me through the ringer at first. I have a friend who had to reinstall AOL only to find out that it was all for nothing because the problem lies with Avast, and not her system. I am about to download Avast again for the day now that I am home, but I am sure I will need to uninstall it again tomorrow. This happened to me Friday night. I'm afraid to surf the web without it, but what a mess!
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I have had exactly the same problem everyone else is reporting with the latest Avast update in that it stops AOL connecting. Everything else works fine. I removed Avast from my Windows 7 system and AOL now logs in perfectly. I will have to install something else if its not fixed pronto. Any suggestions?
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I too am having the same exact issue, was online got my update notice, updated and now AOL won't sign-on.
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The exact same thing happened to me. I have AvastPro and use AOL as my email and chat forum and it is frustrating to have to uninstall and reinstall Avast to be able to use AOL. I hope they fix this glitch soon. I really do like Avast. I have had absolutely no problem with any malware or viruses.
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To answer one of the earlier responders, the only software firewall I run is the built-in Windows firewall (running Windows 7 x64) and I had tried disabling it at the time of troubleshooting but it didn't help.
I'd simply suggest for all those having the same problem, to install v5.0.677 and wait for a new v5.1 build with this issue fixed. I'm sure there's probably some place on the Avast servers to download older versions, but I simply went to http://www.oldapps.com/avast_antivirus.php (http://www.oldapps.com/avast_antivirus.php).
I also wanted to clarify that I was going through different builds on 2 different PCs, so I'm not exactly sure which build introduced the bug. I do know for a fact that 889 has the bug, and 677 does not.
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I folowed TitaniumDusts suggestion and reinstalled version 5.0.677 and AOL and everthing else now works perfectly. Thanks!
I await anew release of 5.21 that fixes the problem. :)
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I await anew release of 5.21 that fixes the problem.
There will not be a release of 5.21. The next release will be 6.0. However Avast is aware of the issue and should be working on a fix. If you feel the need to contact Avast regarding this issue, here is the link: http://www.avast.com/contact-form.php?loadStyles (http://www.avast.com/contact-form.php?loadStyles) - use the drop down menu for "Technical Issues." Thank you.
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I had exactly the same problem signing on to AOL after updating to ver 5.1.889. I've since gone to the old version site noted by TitaniumDust (thank you), and reinstalled 5.0.667 which works OK. Also have sent a message to Avast so I hope a fix is on the way. Thanks.
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I owe Titanium a debt of gratitude as well. I was frantically searching the web for people talking about this, and you were all I could find at first. Your detailed message made me realize I was not alone (I was furious with AOL at the time). I now understand their position. They know that the problem is Avast's newest upgrade and if they tell us to uninstall it and we get a virus, they are liable. I found this information very interesting in the link below. This version has had a lot of conflicts with all kinds of programs! What a mess! I'm a little tense because I spent so much time over the weekend doing all these things to my computer only to find out that it was due to Avast's new upgrade. I want to install the version you listed but because I would rather be safe than sorry, I will wait until they do a fix. I'm sooooo not comfortable with downloading software from a site I am unfamiliar with. It may be perfectly fine, but it would make me a little uncomfortable. I hope they fix this fast! Everything was fine until this update! :(
http://www.avast.com/release-history (http://www.avast.com/release-history)
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I also have this problem. Avast 5.1 does not block IE8, Firefox or Opera. Kaspersky and Microsoft Security Essentials don't block AOL. There's no problem with Avast and AOL until I shut down the computer and power up again. If I disable all the shields, it sometimes works. For another day, I will exist without anti-virus software, then I will install the best I can find compatible with AOL.
CharleyO, if you are reading this, I enjoyed your presentation on Thursday,
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Guys, could you please try uninstalling the Behavior Shield and see if it resolves the problem?
Control Panel -> Programs and Features -> avast! -> Change -> untick the Behavior Shield box, and reboot the computer.
Thanks
Vlk
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Just wanted to say that I upgraded Avast to 5.1.889 over the weekend and am also running AOL 9.6.
I had no problem w/either software, my problem is more cosmetic, which I'll put in my own thread.
No one mentioned what O/S they are running, but I'm on WinXP.
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Vik, I stopped the behavior shield, and it didn't solve the problem with AOL9.6. I use Windows7.
LadyLinda, have you shut down your computer and powered it up again? Did AOL9.6 still work?
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If you didn't uninstall it, rather than stopping it, that may not have the desired affect ?
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but I'm on WinXP.
This seems to be happening on win 64 bit edition, according to what I have learned (http://forum.avast.com/index.php?topic=69664.msg584789#msg584789).
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Hiya Folks,
Shane from AOL here. We have reached out to Avast regarding the complaints we've been seeing and hearing to help find a solution for both our customers. In the meantime you should still be able to access everything you need from AOL by visiting AOL.com. In our testing the disabling the shields has not proven successful in all cases, however uninstalling has. We don't want to see you running w/o any AV protection, so our best advice is to use aol.com until we can figure out what's up.
Hope this is helpful!
Shane
(edit: spelling!)
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Hi Shane, welcome to the forum :)
Did you test/try uninstalling just the Behavior Shield as Vlk suggested ? Because there is no feedback so far about that option.
Greetz, Red.
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In our testing we've tried the "disable all shields" option and uninstalling the product completely. I wasn't aware of the ability to uninstall a single piece of the application. I'll do some testing and report back.
Another sidenote that may be of interest to the forum. We have found that this is difficult to replicate on a "clean machine" (freshly installed OS, AOL and Avast.) The problem does not seem to replicate under those conditions. However "machines in the field" where users have multiple applications installed we've been able to replicate.
Does this Behavior Shield take in account the number of open ports / connections of a particular type?
Shane
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Does this Behavior Shield take in account the number of open ports / connections of a particular type?
I have no idea. But I will contact Vlk with your question.
Greetz, Red.
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We're now working on this.
I'd like to ask for a little patience here. In the meantime, please use avast with Behavior Shield uninstalled (see my post above).
Thanks, and sorry for the hassle.
Vlk
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I did as you advised Vik, and it worked. I uninstalled that shield, and it rebooted and I am currently on AOL. When I look at the shields in my Avast, that one does not even show up anymore. The thing that concerns me, is how vulnerable am I without the behavior shield in place? I really hope you guys come up with a solution soon. I have never seen anything like this before. AOL affects a lot of people! I know you did not intend for this to happen of course, but this is pretty big. It also caused many people unnecessary hours of them making unnecessary changes to their computer only to realize it was Avast of all things! Frustrating. I really hope you guys get this fixed and soon. Thank you for your help and the suggestion about the Behavior Shield. Have a great afternoon..... :)
I'm sure you are doing all you can, and its greatly appreciated.
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I have the same problem but I've already un-installed avast and I am using another anti-virus program til this gets resolved so I don't know if I should re-install avast and then try to disable the shields. I run windows 7 and everything everyone here has posted is happening to me,,do you think if I went back to 5.0.677 it would fix this til the bug gets worked out,,the link is here,,
http://filehippo.com/download_avast_antivirus/
I,ve un-installed and re-installed avast numerous times today so i don't know if I've done any thing to screw things up beyond the original problem. I know everyone is trying to get this fixed ASAP and I do appreciate your efforts.
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The official work around whilst they are investigating this would be the preferred option as you would retain the other advantages of 5.1.889.
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Have a quick question,,I've installed another anti-virus program already and I can "turn" it off so to speak. I don't want to uninstall it until i find out if the disabling of the shields will temporaryly fix this,,,so my question is,,,can I re-install avast without uninstalling the other program and leave it off,,and if this temp fix works I'll just uninstall that other program. Thanks I really would rather use avast as I think its a great program!
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Have a quick question,,I've installed another anti-virus program already and I can "turn" it off so to speak. I don't want to uninstall it until i find out if the disabling of the shields will temporaryly fix this,,,so my question is,,,can I re-install avast without uninstalling the other program and leave it off,,and if this temp fix works I'll just uninstall that other program. Thanks
I'm sure in your job you know you can't do things in half measure, it has to be all out or nothing.
You have to uninstall it, you can't just turn it off as it still loads low level drivers and that could conflict with avast, even possibly during installation and that would make it a pointless trial.
The official work around of uninstalling the Behaviour Shield is working for others, so that is the way I would go.
OK I am going to try it.....It worked. Please let me know what the investigation. Is it safe to keep that shield unistalled?
You have the opportunity to do a custom install of avast 5.1.889 and during that custom install you can uncheck the Behaviour Shield during the install and not need to do it after.
Download 5.1.889 before uninstalling the other AV, reboot and do a custom install of avast 5.1.889.
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I can confirm that the workaround of uninstalling / not installing the behaviour shield with v5.1.889 works here, running Windows 7 x64. I personally don't use AOL but the other two machines that do were able to log in successfully. I have to assume everything else with AOL is fine, but I will report here if the AOL users report any trouble after re-installing build 889 without the behaviour shield.
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My very last question b 4 I try this,,can I just uncheck the behavior shields after I install avast using the interface? I don't know if I can do any changes using my control panel, if I read one of the posts correctly it says you use your control panel. I'm a computer novice so all of this is kinda hard for me. I have to go out,,will try to reinstall later on. I will also uninstall the MSE I installed prior to reinstalling avast and let everyone know how i made out.
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You have to follow the instruction as given there is no uninstall option within the avastUI.
You have posted in so many topics it is hard to keep track but I have posted an image of the add remove programs, change interface. http://forum.avast.com/index.php?topic=69664.msg585071#msg585071 (http://forum.avast.com/index.php?topic=69664.msg585071#msg585071).
All you have to do is get into the control panel, I don't know what OS you are using as you haven't created a signature in your forum Profile. But if you use the windows Help and Support, search for Control Panel or Add Remove Programs and that should point you in the right direction.
You should be able to access it from windows explorer as there is usually a link to the Control Panel, see image.
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Wow good results,,did as advised and can get on AOL but could someone tell me what "behavior shields" are and when this gets fixed is it an easy thing to reinstall that component. I'm sorry I have so many posts but when it comes to computer problems I get really worried about how to fix things as I'm a real novice. Thanks
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I'm sorry I have so many posts but when it comes to computer problems I can really worried about how to fix things as I'm a real novice. Thanks
Please use Show new replies to your posts.
That's right below MY MESSAGES LOGOUT
I don't know what OS you are using as you haven't created a signature in your forum Profile
It would help if you added a signature with system information.
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The behaviour shield is looking out for strange/unusual behaviour.
- avast! Behaviour Shield, general information from an interview Softpedia - Ondrej Vlcek
Ondrej Vlcek: The Behaviour Shield that we shipped in version 5.0 is a new component that is going to be further developed moving forward. For example, in version 5.1, we will be adding more sensors that will allow for even finer-grain filtering.
For now, the Behaviour Shield is focused on exploits coming via typical mechanisms (browser, PDF reader, and flash vulnerabilities, for example). It also closely monitors all kernel-mode code (drivers) loaded into the operating system, and is able to detect zero-day rootkits.
Also see, http://forum.avast.com/index.php?topic=68607.0 (http://forum.avast.com/index.php?topic=68607.0):
If you set it to Ask, it will alert you a suspicious behaviour is detected, with the ability to take actions accordingly.
As I already said in one of the other threads:
The Behaviour Shield works only in "passive mode", which means that the new sensors will be active but won't be stopping the attacks, just reporting them to our backend infrastructure (unless you have opted out from the avast! community membership). This is to allow us to collect enough data before enabling the protective layers in Q1 2011.
Thanks
Vlk
Reinstalling is simply the reverse of what I said earlier in my last post, Reply #33 above.
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Reporting back - Uninstalling the behavior shield has proven successful. Disabling it - not so much.
Our engineers have been working closely with Avast engineers and it's sounding like good progress is being made. So hang in there!
Shane
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David
Had the same problem with Avast blocking my AOL connection after the latest software update. After several calls to TS (And Avast agents denied it was a problem with the Avast software) and losing half a days work with no resolution I found your info.
By your advise I uninstalled Avast and AOL. Reinstalled AOL without Avast and program returned to normal.
I reinstalled Avast Internet Security without the Behavior shields and rebooted computer.
AOL functions normal now with both programs installed minus the behavior shields.
Running windows 7 (64 Bit)
Hopefully you can resolve this situation and release a patch or a software update soon.
Thanks
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You're welcome, hopefully it will soon be resolved.
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Hi guys,
the problem should supposedly be fixed by the virus definition update 110120-0 released about 12 hours ago (unless you have changed the avast update settings, you will receive [or already have received] this update automatically).
Anyone experiencing the problem, can you please confirm?
BTW please note that it may take one more reboot after the update is installed to actually resolve the problem.
Many thanks for your patience.
Vlk
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Vlk,,, is it really necessary to reinstall the behavior shield,,and if so,,how do you install just that,,please understand I'm a computer novice and don't have alot of experience with this type stuff,,,thanks. If the shield isn't completely necessary I don't want to screw anything up .
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Yes you should as it will become another useful shield, currently it is passive, gathering data to fine tune its rules/filters before going active in this quarter. The reversal of the process can be done relatively easily as I said before in one of your other topics.
Control Panel, Add remove programs, Avast, Change/Remove, Change and reselect the Behaviour shield, click Next and OK your way out.
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Thanks,,I think I'll wait to reinstall until I read others that have and haven't experienced the same problem.
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Thanks,,I think I'll wait to reinstall until I read others that have and haven't experienced the same problem.
I see that 110120-2 update is available now and according to Vlk Posted on: Today at 09:03:08 the issue should be resolved after a reboot.
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Thanks,,I think I'll wait to reinstall until I read others that have and haven't experienced the same problem.
I see that 110120-2 update is available now and according to Vlk Posted on: Today at 09:03:08 the issue should be resolved after a reboot.
Yes, but the reboot after an update won't reinstall the behaviour shield which wasn't installed by fire on his custom avast install.
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Ok that seems to be my question,,when I did the custom install I didn't include the behavior shield as advised,,and was able to access AOL. So,,can I still do as David R suggests and just go to the control panel and try that route???
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Yes.
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Thanks David for that prompt reply,,, :)
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You're welcome.
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Hey gang thanks for all your help,,I reinstalled the behavior shield as directed and everything works just great.
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Hey gang thanks for all your help,,I reinstalled the behavior shield as directed and everything works just great.
That's great news!
Thanks for your perserverence. 8)
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Hey gang thanks for all your help,,I reinstalled the behavior shield as directed and everything works just great.
No problem, nice and easy to install it and painless too, you can't beat that then.
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I also can confirm reinstalling the behaviour shield along with the latest definitions no longer blocks AOL software from connecting. Thanks Avast for your quick resolution of this matter!!!!! I'll edit my original post with the link to the solution.