Author Topic: How to obtain support?  (Read 3770 times)

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Offline vw

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How to obtain support?
« on: February 03, 2015, 01:27:50 AM »
Hello,

What do I need to do to obtain technical support on Avast Pro 2015?

I'm based in Sydney Australia, I have tried calling the phone support 03 8820 5767, which just leaves you on-hold forever.

I opened a ticket last week which is yet to have a response.

Not happy ...

Offline DavidR

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Re: How to obtain support?
« Reply #1 on: February 03, 2015, 01:38:23 AM »
Personally I wouldn't use the tel number for support as it is a 3rd party company and not directly to avast.

I would say you are probably best to ask your question right here if it isn't confidential.

Whatever you do don't submit multiple tickets, this can actually slow the process as the tickets are dealt with in a first in first out basis. So for now don't update or submit further tickets.

You can however use the on-line contact form, http://www.avast.com/contact-form.php?loadStyles.

Put as much information in that as possible - Support ticket ID number, email, etc. A link to this topic wouldn't hurt.

Please post your Support ticket ID number here.

That's me for now, 12:37a.m. here.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 21.8.2487 (build 21.8.6586.697) UI 1.0.666/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline vw

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Re: How to obtain support?
« Reply #2 on: February 03, 2015, 02:08:31 AM »
Hi,

In that case I'll just troubleshoot here, I'm not at all impressed with the "support".

The issue that I have is that the exclusions are not be accepted by Avast.

I have a folder that contains an exe that is in the exclusions, and yet that exe is being blocked by Avast.

A dialog box pops-up that should allow the exe to be excluded, but it is impossible to click on the link to exclude the exe.

The exe in question definitely is not a virus, it is a program written by myself

Offline Eddy

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Re: How to obtain support?
« Reply #3 on: February 03, 2015, 07:10:11 AM »
Set the exclusion properly and reboot.

Offline vw

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Re: How to obtain support?
« Reply #4 on: February 03, 2015, 07:29:18 AM »
The computer has been restarted, what do you mean by
Quote
set the exclusion properly

Offline lukas.hasik

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Re: How to obtain support?
« Reply #5 on: February 03, 2015, 12:23:07 PM »
Quality is also a feature.

Offline tomchefvoigt

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Re: How to obtain support?
« Reply #6 on: February 03, 2015, 12:40:37 PM »
Hallo sorry,
I am newbie.

I know other forums and it´s quite simple to post a thread,
but in this forum I am searching and searching and I can´t find
the option "post new Thread" or "New Post"

I have ask the Help register option, but i can´t find this simple
solution nowhere.

Thanks

Tom

Offline Para-Noid

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Re: How to obtain support?
« Reply #7 on: February 03, 2015, 03:39:37 PM »
At the upper right portion of each "board" you will find "New Topic".

Dell Inspiron, Win10x64--HP Envy Win10x64--Both systems Avast Free v17.9.2322, Comodo Firewall v8.2 w/D+, MalwareBytes v3.0, OpenDNS, Super Anti-Spyware, Spyware Blaster, MCShield, Unchecky, Vivaldi Browser and, various browser security tools.

"Look before you leap!" Use online scanners before you click on any link.

Offline vw

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Re: How to obtain support?
« Reply #8 on: February 04, 2015, 12:47:45 AM »
maybe this can help - https://www.avast.com/faq.php?article=AVKB168 ?
Unfortunately not.

I've already specified the folders that contain the exe here.

I think the problem may be that the exe extracts some exe's when it is run, but this has been the case for the past 12 months or more and has only recently become a problem.

In addition when the dialog box pops-up there is an option to ignore (i.e. for Avast to ignore the file) but that just doesn't work.

Very frustrating

Offline vw

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Re: How to obtain support?
« Reply #9 on: February 04, 2015, 12:55:46 AM »
Even adding to deepscreen in general exclusions does not work.

This looks like a bug.

Offline vw

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Re: How to obtain support?
« Reply #10 on: February 04, 2015, 10:16:50 PM »
So how do I go about obtaining assistance from Avast, I raised a ticket last week, and still no response?

PDL-804-48024

Avast is licensed

Offline enemec

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Re: How to obtain support?
« Reply #11 on: February 05, 2015, 05:05:27 AM »
I see a re-occurring theme with Avast, a phone number to 3rd party tech support that's useless.  A ticket system that's useless.  I went from highly recommending Avast to thinking it was incompetent in 12 days.  Great work Avast.

Offline vw

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Re: How to obtain support?
« Reply #12 on: February 05, 2015, 06:05:59 AM »
I agree.

The subscription at this site is about to expire and I've advised them not to renew.

If I don't get a useful response by tomorrow then I'll be switching, and I may switch anyway.