Author Topic: avast password "Login Error" "Unable to complete your login. Please try again."  (Read 11702 times)

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Offline qq41411

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I am highly sure the account and password was correct.

when i login in MAC, it shows "Login Error" "Unable to complete your login. Please try again."

with following tips.



but iPhone version was OK, I really like this product but why?? i have tried 2 days, with new account, changing network ...

Offline Martin Kvetko

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Are you using google login option? If so then this option is broken and guys responsible for this component works on the fix. Meantime you can simply use login with your my avast credentials. If you use same email as your google account has then all should be connected together and you should be able to finish synchronization enablement on your mac/mobile devices

Offline qq41411

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I am pretty sure my account and password was OK.

1) i tried my old avast account, xxx@icloud.com, the same error.

2) then i tried login with google account, with is qq41411@gmail.com, still can't login.

3) finally i register a new avast account with qq41411@gmail.com, the same error again which the screenshots above.


i have used avast password software for like a year or more, both MAC and iPhone, but recently i found mac account sync failed, so i uninstall it and reinstall try to fix it. I don't know why and what should i do, it was terrible my iPhone account can't sync between mac and iPhone.

Offline qq41411

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Offline Martin Kvetko

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Hello,

I'm still investigating our backends to figure out what's wrong but I'm bit confused now. You have said that your synchronization failed at some point, but I can't see any synchronization group linked to the account you have mentioned in our records. That could only mean that you have requested synchronization reset and from that point you can't no longer login or you have used different account for synchronziation in the past.
Anyway, could you please try following commands to determine whether you can access all our servers which are needed for synchronization from your location?

Code: [Select]
ping push.ff.avast.com
ping id.avast.com
ping my.avast.com
ping thor.ff.avast.com
ping device-control.ff.avast.com
ping pam-syncs.ff.avast.com
ping auth.ff.avast.com
ping pam-airbond.ff.avast.com

Note that some of the commands may lead to timeout which is OK, we just want to verify that your DNS knows all of these domains and in general you can reach them using you network. None of the commands should lead to error: Ping could not find host ...
Based on the results we can decide what to try as next step.

Regards,

Martin

Offline qq41411

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----------------------------------------

ping push.ff.avast.com

PING push.ns1.ff.avast.com (77.234.40.69): 56 data bytes
64 bytes from 77.234.40.69: icmp_seq=0 ttl=46 time=509.062 ms
64 bytes from 77.234.40.69: icmp_seq=1 ttl=46 time=464.765 ms
64 bytes from 77.234.40.69: icmp_seq=2 ttl=46 time=468.460 ms

hash@MACINZMN:~$ ping id.avast.com
PING id.ns1.ff.avast.com (5.45.58.64): 56 data bytes
64 bytes from 5.45.58.64: icmp_seq=0 ttl=47 time=479.798 ms
64 bytes from 5.45.58.64: icmp_seq=1 ttl=47 time=457.631 ms
64 bytes from 5.45.58.64: icmp_seq=2 ttl=47 time=480.451 ms
64 bytes from 5.45.58.64: icmp_seq=3 ttl=47 time=480.639 ms

hash@MACINZMN:~$ ping my.avast.com

PING my.avast.com (5.45.58.63): 56 data bytes
Request timeout for icmp_seq 0
64 bytes from 5.45.58.63: icmp_seq=1 ttl=47 time=511.370 ms
64 bytes from 5.45.58.63: icmp_seq=2 ttl=47 time=504.188 ms
64 bytes from 5.45.58.63: icmp_seq=3 ttl=47 time=525.482 ms
64 bytes from 5.45.58.63: icmp_seq=4 ttl=47 time=525.773 ms

hash@MACINZMN:~$ ping thor.ff.avast.com
PING thor.ff.avast.com (5.45.62.66): 56 data bytes
64 bytes from 5.45.62.66: icmp_seq=0 ttl=50 time=245.781 ms
64 bytes from 5.45.62.66: icmp_seq=1 ttl=50 time=256.677 ms
64 bytes from 5.45.62.66: icmp_seq=2 ttl=50 time=222.822 ms
64 bytes from 5.45.62.66: icmp_seq=3 ttl=50 time=223.279 ms

hash@MACINZMN:~$ ping device-control.ff.avast.com
PING device-control.ff.avast.com (5.45.62.62): 56 data bytes
64 bytes from 5.45.62.62: icmp_seq=0 ttl=48 time=232.874 ms
64 bytes from 5.45.62.62: icmp_seq=1 ttl=48 time=236.574 ms
64 bytes from 5.45.62.62: icmp_seq=2 ttl=49 time=259.744 ms
64 bytes from 5.45.62.62: icmp_seq=3 ttl=49 time=282.111 ms

hash@MACINZMN:~$ ping pam-syncs.ff.avast.com
PING pam-syncs.ff.avast.com (77.234.41.65): 56 data bytes
64 bytes from 77.234.41.65: icmp_seq=0 ttl=45 time=257.606 ms
64 bytes from 77.234.41.65: icmp_seq=1 ttl=45 time=258.548 ms
64 bytes from 77.234.41.65: icmp_seq=2 ttl=45 time=251.603 ms
64 bytes from 77.234.41.65: icmp_seq=3 ttl=45 time=255.362 ms

hash@MACINZMN:~$ ping auth.ff.avast.com
PING auth.ns1.ff.avast.com (5.45.59.35): 56 data bytes
64 bytes from 5.45.59.35: icmp_seq=0 ttl=46 time=450.970 ms
64 bytes from 5.45.59.35: icmp_seq=1 ttl=46 time=439.639 ms
64 bytes from 5.45.59.35: icmp_seq=2 ttl=46 time=438.814 ms
64 bytes from 5.45.59.35: icmp_seq=3 ttl=46 time=437.767 ms

hash@MACINZMN:~$ ping pam-airbond.ff.avast.com
PING pam-airbond.ff.avast.com (77.234.41.64): 56 data bytes
64 bytes from 77.234.41.64: icmp_seq=0 ttl=46 time=221.185 ms
64 bytes from 77.234.41.64: icmp_seq=1 ttl=46 time=224.043 ms
64 bytes from 77.234.41.64: icmp_seq=2 ttl=46 time=217.393 ms
64 bytes from 77.234.41.64: icmp_seq=3 ttl=46 time=223.317 ms
64 bytes from 77.234.41.64: icmp_seq=4 ttl=46 time=206.753 ms


------------------


The network seams OK, i thought it was logic error for some particular situation inside server. because login was success and shows error while syncing data.

I will record 2 videos(from my phone and mac) if you need.
« Last Edit: January 26, 2018, 04:25:50 AM by qq41411 »

Offline qq41411

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here are the videos,

xx@icloud.com was my account, qq41411@gmail.com was my new avast account.

https://youtu.be/pZEqvdeHfsM

this video i tried login with google account

https://youtu.be/lF1PpKvY8Ng

i got a third video which sync success from my iPhone which i thought it wasn't needed.
« Last Edit: January 26, 2018, 04:26:33 AM by qq41411 »

Offline Martin Kvetko

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One important thing to mention.
If you use different account you won't have access to to your records you have previously synchronized with previous one. So I would suggest keep using the icloud one, if you want to switch account then at the moment the only option is export to CSV with one account, switch to another and import it back from CSV

Could you please send me the logs from the application. You can get them by Alt+Click on Avast passwords icon in top bar, selecting Logs will open Finder with log folder.
Please zip all .log files from there and send it to my mailbox kvetko@avast.com

Note that logs don't contain any sensitive information. Logs just could help us figure out where to start with further investigation.

Offline qq41411

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I didn't see any item about "logs".

version is mac 1.6.5

top menu item was 2 difference when I press alt

Offline Martin Kvetko

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I have meant key icon in top bar (left hand side)

Offline qq41411

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I am sorry, my fault.  ;)

logs has been sent

Offline Martin Kvetko

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Thanks we will check them out and I will get back to you soon.

Offline acerosalazar

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Hello,

I gave a look at your logs and it seems that the problem could be in the configuration of the network stack of the application. Try the following:

- Close the application completely (including the menu bar item)
- Remove a folder whose name looks like gibberish inside of: ~/Library/Group Containers/6H4HRTU5E3.com.avast.passwords
- Restart the application
- Try enabling the synchronisation with the same account you have logged in on your iPhone

Let me know if this resolves the problem.


Offline qq41411

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Hello,

I gave a look at your logs and it seems that the problem could be in the configuration of the network stack of the application. Try the following:

- Close the application completely (including the menu bar item)
- Remove a folder whose name looks like gibberish inside of: ~/Library/Group Containers/6H4HRTU5E3.com.avast.passwords
- Restart the application
- Try enabling the synchronisation with the same account you have logged in on your iPhone

Let me know if this resolves the problem.


it still didn't work, https://youtu.be/b2OgXHzojFs

could you please find this bug and fix it.

Offline qq41411

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?????????????????????????

help me out