Author Topic: Every time I open Passwords - We need your assistance. Please close the...  (Read 10399 times)

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Offline Samuel Hunter

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Every time I open Passwords there is the following message in a large yellow box that says,

We need your assistance. Please close the following web browser(s) to finish moving passwords from their unsafe storage to Avast Passwords, and then hit Try Again. and there's a big red box with TRY AGAIN.

Despite that I have done as instructed several times and also despite that I don't even have any stored passwords in Firefox, I still keep getting this message.  This is a brand new computer.  In addition I have rebooted and even shut completely down and then when booted up again, without even opening any browser (especially Firefox), I open Avast Passwords and this message is always there.

Interestingly I have Avast passwords on another computer and I have it all synched up and never get this message when I use the other computer.

Offline BWhit

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Hi Samuel,

I'm sorry to hear that you're having issues with the application. Can I ask you for some additional information in order to...
  • Is this happening as part of the 'onboarding' process or after Passwords has been set up? i.e. have you been able to complete the set up process?
  • Is there a skip button/link showing on the screen at all? Does the button function correctly?
  • Finally, can you take a screenshot of the message and post it here? If you're not sure how to take a screenshot, please take a look at this guide. To upload the screenshot on the forum, please click the "Attachments and other options" link when composing your reply to this message, and choose the file to attach

Offline Samuel Hunter

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Hi Samuel,

I'm sorry to hear that you're having issues with the application. Can I ask you for some additional information in order to...
  • Is this happening as part of the 'onboarding' process or after Passwords has been set up? i.e. have you been able to complete the set up process?
  • Is there a skip button/link showing on the screen at all? Does the button function correctly?
  • Finally, can you take a screenshot of the message and post it here? If you're not sure how to take a screenshot, please take a look at this guide. To upload the screenshot on the forum, please click the "Attachments and other options" link when composing your reply to this message, and choose the file to attach

I received the message from the very first time I opened the app on my new computer but believe it appeared after I went through the sync process.  I did the process as my first step and thus am unsure if it showed prior to trying sync.  I did the sync process so that I had the passwords from my other PC (which I am planning to retire).  I didn't involve Firefox but of course because this is my prefered browser, I had to install the Add-On/Extension.

There is no Skip button or Link showing,

Attached is the screen shot.

Note that it appears everything is working just fine.  Also, I do not see this message on my other devices that I have synched.  One is a PC, one is a laptop and the other is my phone.  All three of these devices were in action prior to my putting this new PC into the group (which is supposed to be available for up to five).

Offline bob3160

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Have you tried to leave this message notice open, Close Firefox. (Make sure it's actually closed.
Once FF is closed, click the Try Again option on the notice.
Free avast! Security Seminar: http://bit.ly/2N1eaR2  -  Important: http://www.organdonor.gov/ -- My Web Site: http://bob3160.strikingly.com/ - Win 11 Pro v21H2 64bit, 16 Gig Ram, 1TB SSD, Avast Free 22.5, How to Successfully Install Avast http://goo.gl/VLXdeRepair & Clean Install https://goo.gl/t7aJGq -- My Online Activity https://

Offline Samuel Hunter

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Have you tried to leave this message notice open, Close Firefox. (Make sure it's actually closed.
Once FF is closed, click the Try Again option on the notice.

Multiple times...

Offline K_Lesnik

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Hi Samuel,

I discussed this with our devs, we'll need the program logs in order to find out what went wrong here. I'll send you a PM.


Offline Samuel Hunter

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Thanks and I got the PMs - will work on this sometime today,  And thank you very much.

Offline Samuel Hunter

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I hope you see the reply I sent via PM - received an error code trying to do as asked - the PM did not seem to have a way for me to send a screenshot so here it is.

Offline Asyn

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Hi Samuel, I can confirm the issue (error 12002) and forwarded it.
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline Samuel Hunter

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Thank You

Offline Asyn

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You're welcome.
W8.1 [x64] - Avast PremSec 22.7.7366.BC [UI.713] - Firefox ESR 91.11 [NS/uBO/PB] - Thunderbird 91.11
Avast-Tools: Secure Browser 103.0 - Cleanup 22.2 - SecureLine 5.18 - DriverUpdater 22.2 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline mw79

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Re: Every time I open Passwords - We need your assistance. Please close the...
« Reply #11 on: October 12, 2019, 10:46:05 AM »
I've got the very same problem. Please close the following (Firefox) to finish moving passwords.
But except for the annoyance, that doesn't go away - passwords works just fine.

Offline r@vast

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Re: Every time I open Passwords - We need your assistance. Please close the...
« Reply #12 on: October 14, 2019, 03:21:52 PM »
I've got the very same problem. Please close the following (Firefox) to finish moving passwords.
But except for the annoyance, that doesn't go away - passwords works just fine.

Hi, Please repair OR re-install AV, that normally resolves this issue.
https://support.avast.com/en-ww/article/Repair-Antivirus
Please make sure to backup your passwords before attempting the above steps.
https://support.avast.com/en-ww/article/Restore-Passwords-data-backup
« Last Edit: November 15, 2019, 09:30:16 AM by r@vast »

Offline Kamil1966

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Re: Every time I open Passwords - We need your assistance. Please close the...
« Reply #13 on: November 14, 2019, 06:55:08 PM »
Hi,

I have the same problem. Repair AV does not help...  :(

Offline r@vast

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Re: Every time I open Passwords - We need your assistance. Please close the...
« Reply #14 on: November 15, 2019, 09:41:14 AM »
Hi,

If repair did not work then please re-install AV. (this worked for me)
Uninstall AV
Download and run the uninstall utility from the link below:
https://support.avast.com/en-ww/article/10

Re-install AV
Download and run the relevant installation file from the link below:
https://support.avast.com/en-ww/article/87/