Author Topic: Internet Security does not ask a password and the rejection of user support.  (Read 4379 times)

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1. The new, licensed, configured and updated 32-bit operating system "Windows 7 Home Basic Service Pack 1";
2. Avast Internet Security: software version - "12.3.2280 (build 12.3.3154.21)";
3. The maximum level of protection based on the operating system and Avast Internet Security package;
4. The minimum set of programs (and therefore the minimum number of changes the brought during the use of the operating system;
5. After installing Avast Internet Security package (offline version), password has been set for all "protected areas";
6. When prompted for a password when you use any element (eg - a pop-up window, the firewall notice requiring entering a password) - Avast Internet Security ceases to require a password on the "global access to the program," even if you close and reopen the window. The corresponding video in electronic form attached - but does not contain the recording with password introducing in the specified window notification because Avast Internet Security does not allow in this case to do programmatically - "Screen shoot";
7. The above case - is not the first. A similar version was "11.1.2241" - https://forum.avast.com/index.php?topic=179694.msg1298565#msg1298565. In this report also cited as evidence of a link to a video published, performed with the use of technical equipment - https://www.youtube.com/watch?v=LY6_MQvHV_Y

October 30, 2016, I made a similar request (ticket #572455) to the technical support of AVAST Software s.r.o. with this request:
"Based on the above I demand: to provide technical, as well, and programmatic support - by specifying the causes of the incident (including through the examination), sending instructions to restore compliance software applications operability and functionality, as well as take other measures to Under the contract between me and AVAST Software. "

4 days ago (2 November) - to me replied Vladimir Kolosov (The Avast Support Team):
"Good afternoon.
Thank you for your feedback. I will give the information to developers. I can not guarantee that the problem will correct in the near updating, but user reviews carefully studied and decisions about innovations are taken on the basis of statistics. "


- and...has closed ticket. What's going on? And for what is needed this support, if it refuses to analyze the situation and helping to a specific user? For what I paid money?

Attached pictures:
Ticket (1).jpg and Ticket (2).jpg - my ticket #572455 "Avast Internet Security не запрашивает пароль на "Общий доступ к программе"." in Support.

Video:
1. https://www.youtube.com/watch?v=LY6_MQvHV_Y - I apologize for the quality - in a hurry, knowing that it may stop. Did not have any program for recording video, so I had to use what was at hand.
2. https://www.youtube.com/watch?v=Aaloh7YYmSk - Last video from the ticket (attach in ticket message), i using the software (Active Presenter).

P.S.:I realize that most likely - my message will go unnoticed and / or mocked. Write on the forum - it is most likely out of despair, I do not want to use other software, but constant problems with it I do not like. I also sorry for my English, I hope never made big mistakes.

UPD (10.11.2016, See attached picture - "You are expected to answer since 1 day. 14 h.jpg"): Tell me - why change the status of the ticket to - ". You are expected to answer since 1 day 14 h", if there are no unanswered comments ??? support employee wrote only one comment (on which I have already answered) in the history of the ticket, and then ticket is closed. And as a result - on what I must answer ??? On my own comments? Avast - where are you ???
« Last Edit: November 10, 2016, 04:33:52 AM by kornelius.lucii »

Offline Eddy

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Quote
if it refuses to analyze the situation and helping to a specific user?
If you read the response, you would see that they don't refuse to analyze things and you where being helped/answered.

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Quote
if it refuses to analyze the situation and helping to a specific user?
If you read the response, you would see that they don't refuse to analyze things
Oh, yes, they will analyze users reviews, but not my specific situation - in my personal copy of the licensed program. And yes, you have omitted part of the quotation - about helping to a specific user. Probably it is necessary to ask them to write in large letters - purchase the license does not mean that technical support will help you.  In particular - if the "statistics on the basis of which decisions about innovations" - not in your favor.


and you where being helped/answered.
Forgive me please, I do not understand - this part of the sentence.
« Last Edit: November 07, 2016, 11:04:56 AM by kornelius.lucii »

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Ticket # 572455 was closed without an answer. :-\

And I provided a new video, with a problem - 1. https://yadi.sk/i/YWq6pMK73GmNJk (HD-version) 2. https://www.youtube.com/watch?v=kCH-7oXdnKg (not HD-version - youtube bug).

Ok... open ticket #779455...
« Last Edit: April 11, 2017, 02:19:56 PM by kornelius.lucii »

Offline Eddy

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It is not much of use to post a video in Russian(?) on a English forum.
« Last Edit: April 11, 2017, 02:47:33 PM by Eddy »

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It is not much of use to post a video in Russian on a English forum.
Has anyone felt bad?
1. I reported that the ticket was closed without an answer - hoping to attract the attention of developers/administration.
2. As far as I understand, the functions on the Russian and English versions of the application are similar, so it will not be difficult to understand what the video is shown, especially as problem is indicated in videos name.

But I really did not give some explanations about the problem that has appeared again and about the new one problem. Excuse me. Here is the text from the new ticket (#779455):
" Hello! I have Avast Internet Security 12.3.2280 build 12.3.3154.23 and i have again problem. Help me please! Russian language support not helped with this bug.
When prompted for a password when you use any element (eg - a pop-up window, the firewall notice requiring entering a password) - Avast Internet Security ceases to require a password on the "global access to the program," even if you close and reopen the window. But now also the protection of virtualized programs from screen capture does not work.
The maximum level of protection based on the operating system and Avast Internet Security package;
The minimum set of programs (and therefore the minimum number of changes the brought during the use of the operating system;
At the moment the system and the program have been running for several days in the previous session, that is, the bug remains - I can open "Avast Internet Security" many times, but there will be no password request and protection of virtualized applications from the screen capture.
The above case - is not the first. A similar problem was with versions "11.1.2241" and "12.3.2280 (build 12.3.3154.21)", read this - https://forum.avast.com/index.php?topic=179694.0 (on russian-language) and this - https://forum.avast.com/index.php?topic=192760.msg1347243#msg1347243 (english-language)
Since, as I have pointed out, the bug remains for several versions (including when reinstalling the system), then please understand the problem, to conduct deep diagnostic of my system and anti-virus, as well as to offer a solution that eliminates the bug of the program. I was write this again in ticket # 572455, but ticket was closed without answer or help.
I am attaching a support package + related files
If you can - sorry my English."

Offline Eddy

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First thing you should do is updating to the latest version.

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First thing you should do is updating to the latest version.

Sometimes tech support offered to roll back to the old version, but the problem persists for several versions and it seems that subsequent updates (and the problem is for many versions) do not fix from the bug with a password.

At the moment, the update is undesirable - since the system and the software are running with the bug present, and after the reboot the bug can disappear again. I hope to get help from tech support, especially since we agreed last time to look at the problem further, and not again - "... all user feedback is carefully studied and decisions on innovations are made on the basis of statistics." But the Russian-language technical support refused to help. Now I hope for the English-speaking.