Author Topic: Support Ticket Submitted NO ONE ANSWERS  (Read 2694 times)

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Offline plovell

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Support Ticket Submitted NO ONE ANSWERS
« on: September 12, 2014, 04:11:33 PM »
We have several problems with Avast and can't get any help. I was told to submit a support ticket, that was done and no one answers it.

We have 753 computers on our network that are unprotected because we can't get any help here at the forum nor through the Support Desk.

As someone that works in an IT department that uses a Support Ticket system daily, I can't believe no one answers the support tickets.

How do we get help? I'm not paying for support when we can't get Avast to work from the start. We have several problems.

I see glowing testimonials all over the Education website here at Avast and have to wonder why we can't get any support?

Please help us get Avast working correctly, we really want to use your anti-virus program. But, it doesn't work.


Offline Eddy

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Re: Support Ticket Submitted NO ONE ANSWERS
« Reply #1 on: September 12, 2014, 04:32:16 PM »
It does work. Your problem is that you don't have a license for the amount of machines you have.

Offline plovell

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Re: Support Ticket Submitted NO ONE ANSWERS
« Reply #2 on: September 12, 2014, 06:22:45 PM »
We have a license for 1600 machines, we have Avast on less than 900 machines. How is that not enough?

I can deploy it right now and it will work on a new machine.

Yet, there are 753 machines that aren't protected because we don't have enough licenses???? That makes no sense.

If I add a new machine and select one of the machines with the "key" icon on it, deploy our install package, it will deploy on the new one and reject the one with the key icon. That, my friend, is the definition of not working.

My problem is, I sent a support ticket about this problem over 8 days ago and no one has bothered to answer it. I have also posted in this forum for over two weeks, and I get no help.

Offline Eddy

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Re: Support Ticket Submitted NO ONE ANSWERS
« Reply #3 on: September 12, 2014, 06:58:23 PM »
Quote
We have over 2000 machines.
Quote
I am told we have 1600 licenses
Guess what the problem is...

Chad-bisd already told you.
« Last Edit: September 12, 2014, 07:00:16 PM by Eddy »

Offline plovell

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Re: Support Ticket Submitted NO ONE ANSWERS
« Reply #4 on: September 12, 2014, 07:40:42 PM »
We have not deployed Avast to all the machines. It is on 850 machines, we have 753 machines that are not protected because the console says we don't have enough licenses. 1600 - 850 = 750 so, in theory, I should have only 3 machines without licenses.

I have not deployed this to our entire network yet. We have been doing this in segments.

Again, the problem is... no one will help.  I called the tech department and they said they cannot support the server environment, only individual PC's. They told me to submit a ticket... I laughed and said... I did over 8 days ago. Now I'm stuck in a support loop. hilarious

Offline Eddy

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Re: Support Ticket Submitted NO ONE ANSWERS
« Reply #5 on: September 13, 2014, 01:18:48 PM »
The "phone support" is handled by a third party, not avast.
It is strongly recommended not to use them.
They only want to make money and don't even give anything that is close to decent support.

If there is/was any other security on those systems before avast make sure it is completely gone.
For tools/instructions:
http://www.ache.nl > malware? > remove (old) av

Offline plovell

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Re: Support Ticket Submitted NO ONE ANSWERS
« Reply #6 on: September 15, 2014, 02:45:35 PM »
The "phone support" is handled by a third party, not avast.
It is strongly recommended not to use them.
They only want to make money and don't even give anything that is close to decent support.

If there is/was any other security on those systems before avast make sure it is completely gone.
For tools/instructions:
http://www.ache.nl > malware? > remove (old) av

Thanks for deflecting and avoiding the actual support issue in my post. I have enough licenses but, still can't deploy Avast because it says I don't have enough licenses.... in other words, its broken and doesn't work.


Offline Chad-bisd

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Re: Support Ticket Submitted NO ONE ANSWERS
« Reply #7 on: September 16, 2014, 03:43:04 PM »
PLovell, I understand your frustration. Avast for EDU is far from perfect, but it is free and does a pretty good job when it works.

I suggest you remove computers that you do NOT want to deploy Avast! to from your Avast EAC computer groups or list.  Then refresh and the key icon may go away.  You can then deploy the client to those machines and have it licensed.

Another suggestion is not to start multiple threads about the same issue. You end up with partial answers in multiple threads and just frustrate those actually willing to help.