Author Topic: support.avast.com - new interface and platform  (Read 21632 times)

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Offline lukas.hasik

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support.avast.com - new interface and platform
« on: October 12, 2015, 06:01:25 PM »
Hi,

we moved our ticketing system to new platform. The goal is to make it more friendly to Avast customers. Main changes are
- simplified user interface - http://support.avast.com
- SSO with my.avast.com - yes, you have to log in to be able to Submit ticket but you can use you Avast Account
- simplified Submit ticket form - no more asking about the product, platform etc. Just write us your message. http://support.avast.com/support/tickets/new


Known issues :
- we are fixing the issue with certificate when you are using HTTPS to access the portal. It will be fixed soon - https://forum.avast.com/?topic=177575.0

- we still plan to support other languages than English. They wlil appear in next days.
- you cannot access your old tickets - that was tough decision however we had to close user interface of our old ticketing system to introduce the new at the same domain. We haven't migrated old tickets to new system. You can still reply via email to the old tickets and we'll continue in the communication till your issue is resolved. Newly created  tickets should appear in the new system.
--- IF you cannot continue in the communication or you want to move to new system then just create new ticket at http://support.avast.com/support/tickets/new. PLEASE, add there note about the previous ticket. We'll find it in archive, close it in old system and will continue in communication in new system.


thank you
Lukas
« Last Edit: October 17, 2015, 09:06:34 AM by lukas.hasik »
Quality is also a feature.

Offline beegolden

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Re: support.avast.com - new interface and platform
« Reply #1 on: October 13, 2015, 12:06:07 PM »
Something else new? wow! The UI is nice, but

unfortunately following the link http://support.avast.com/support/tickets/new
brings me to Untrusted Connection page!

Also, how do I know if the ticket I submitted a few days got lost in the shuffle? I don't see a choice to view tickets at http://support.avast.com/support/home > Account. Lots of info on the account screen, but not support tickets.

Thanks for getting the Secure DNS message removed from the UI!!

thanks so much!
« Last Edit: October 13, 2015, 03:00:50 PM by beegolden »
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Offline DavidR

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Re: support.avast.com - new interface and platform
« Reply #2 on: October 13, 2015, 03:03:22 PM »
For some reason the http url is being redirected via an HTTPS login page - so firefox is rightly saying you are using https to connect to a non secure page.

The question is why is this login intercept happening, presumably that has now changed from what it was before. I was able to connect directly to that page yesterday without issue.
« Last Edit: October 13, 2015, 03:38:13 PM by DavidR »
WinXP ProSP3/ Core2Duo E8300/ 4GB Ram/ avast! free 18.5.2342/ Firefox ESR, uBlock Origin, uMatrix/ MailWasher Pro7.11.0/ DropMyRights/ WinPatrol+/ Drive Image 7.1/ SnagIt 10.0/ avast! mobile security
Windows 10 Home 1909 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 19.8.2393 (build 19.8.4793.544) UI-1.0.415/ WinPatrol+/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro7.11.0/ WinPatrol+/

Offline beegolden

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Re: support.avast.com - new interface and platform
« Reply #3 on: October 13, 2015, 03:31:16 PM »
For some reason the http url is being redirected via an HTTPS login page - so firefox is rightly saying you are using https to connect to a non secure page.

The question is why is this login intercept happening, presumably that has now changed from what it was before. I was able to connect directly to that page yesterday without issue.

the link works fine for me now
Win 7 SP1 64-bit; Avast, Free

Offline DavidR

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Re: support.avast.com - new interface and platform
« Reply #4 on: October 13, 2015, 03:36:39 PM »
Yes it is working now.

But that is because it isn't being redirected to the https login page first, that is why I also pasted it into my image attachment, to show why the firefox warning is/was displayed.
WinXP ProSP3/ Core2Duo E8300/ 4GB Ram/ avast! free 18.5.2342/ Firefox ESR, uBlock Origin, uMatrix/ MailWasher Pro7.11.0/ DropMyRights/ WinPatrol+/ Drive Image 7.1/ SnagIt 10.0/ avast! mobile security
Windows 10 Home 1909 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 19.8.2393 (build 19.8.4793.544) UI-1.0.415/ WinPatrol+/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro7.11.0/ WinPatrol+/

Offline beegolden

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Re: support.avast.com - new interface and platform
« Reply #5 on: October 13, 2015, 04:21:17 PM »
Yes it is working now.

But that is because it isn't being redirected to the https login page first, that is why I also pasted it into my image attachment, to show why the firefox warning is/was displayed.

understood

see first post
Quote
Known issues :
- we are fixing the issue with certificate when you are using HTTPS to access the portal. It will be fixed soon - https://forum.avast.com/?topic=177575.0
Win 7 SP1 64-bit; Avast, Free

Offline Tonanet

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Re: support.avast.com - new interface and platform
« Reply #6 on: October 13, 2015, 11:19:39 PM »
Hello!

I used to submit undetected samples trough the old version of the support website...

How should I submit theses undetected samples on this new site?

Thanks for your time!

Offline Bumbi

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Re: support.avast.com - new interface and platform
« Reply #7 on: October 15, 2015, 10:06:50 AM »
I cant access the support page at all...
I just get "ERR_CONNECTION_TIMED_OUT", i have tried multiple browsers, and systems.

i could access it fine before you uppgraded.

Offline Asyn

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Re: support.avast.com - new interface and platform
« Reply #8 on: October 15, 2015, 10:13:20 AM »
I cant access the support page at all...
I just get "ERR_CONNECTION_TIMED_OUT", i have tried multiple browsers, and systems.
Confirmed, same here.
W8.1 [x64] - Avast PremSec 19.9.2394.B1 [UI.440] - CC 5.63 - EEK - Firefox ESR 68.4.1 [NS/AOS/uBO/PB] - Thunderbird 68.4.1 - ASL.B
Deutschsprachiger Bereich -> Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline Bumbi

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Re: support.avast.com - new interface and platform
« Reply #9 on: October 15, 2015, 10:32:41 AM »
Worth noting is that i had this problem a few days.

Offline lukas.hasik

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Re: support.avast.com - new interface and platform
« Reply #10 on: October 15, 2015, 11:19:03 AM »
there was a small unexpected outage. It should be back again.

I'm sorry about it.
Lukas
Quality is also a feature.

Offline Staticguy

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Re: support.avast.com - new interface and platform
« Reply #11 on: October 16, 2015, 12:46:59 PM »
Hi Lukas,

As per my PM to you, it still shows privacy error.
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Offline Staticguy

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Re: support.avast.com - new interface and platform
« Reply #12 on: October 16, 2015, 10:35:05 PM »
Hi Lukas,

The support ticket link works now! By the way, how can I view my old/existing support tickets? Only one of them is still active and under investigation. Ticket ID: #BYU-790-31187
DELL Inspiron 15" 7000 Gaming, Windows 10 Home 1703 (OS Build 15063.540) Creators Update 64-bit, Trend Micro Internet Security 2017 (11.1.1045), Malwarebytes Premium 3.1.2.1733, Hitman Pro 3.7.20.286, HitmanPro.Alert 3.6.7 build 604, Zemana AntiLogger 2.74.204.76 (Premium) 2.72.204.388, MCShield 3.0.5.28, Heimdal Security (Free) 2.2.170, Windows Firewall, Unchecky 1.0.2, Defraggler (Professional Edition) 2.21.993, and Google Chrome 60.0.3112.90

Offline moroni

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Re: support.avast.com - new interface and platform
« Reply #13 on: October 17, 2015, 06:18:36 AM »
Hi Staticguy,

You cannot longer access to old support tickets. You will receive an email in case there is some activity on it.

Offline dgreen1355

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Re: support.avast.com - new interface and platform
« Reply #14 on: October 28, 2015, 06:52:31 PM »
This entire process of going through links to get a refund sucks!  The phone vendor Digital River  is useless, and have us go to the Avast link to submit a ticket.  Then you often get to this page and it is unavailable.  I finally was able to get through and type something, but god knows when I'll get a response!   They can ignore you, and you cannot even complain about it, because Avast will not allow you to speak to them.  DR has no control over billing, so a customer is screwed.  Horrible customer service!