Avast Premium blocking internet access?

[brm]

Tricky one here... my remote 87-year old mum's laptop has suddenly stopped being able to access the internet (Talktalk ISP, newish D-Link router). The lights on the router all suggest it's functioning correctly, and is connected to the internet, but the laptop is saying it's connected to the router, but no internet. I'm wondering if the recent Windows 10 update or an Avast update have made something change.

The Windows troubleshooter says to 'check your Firewall settings'. Is there anything obvious I can talk Mum through over the phone to check? I've checked that Windows firewall is off...

Thanks!

[schmidthouse]

This may help
Check and Set Firewall Profile to "Private" not Public.

[brm]

OK, thanks. I'll try that with Mum over the weekend.

[schmidthouse]

You're welcome. 

[brm]

Changed from public to private, and still no joy. Am getting Talktalk to check the connection from their end to the router, and have also asked Mum to switch it off for an hour and reconnect to see if that makes any difference, but stumped at the moment.

[Asyn]

- Which version/build of Avast..?
- OS..? (32/64 Bit..? - which SP/Build..?)
- Other security related software installed..?

[brm]

Not sure, but... Mum's done a hard reboot of the laptop (as well as rebooting the router again) and the HP system apparently said it was updating something or other (Mum's not at all techy, so just let it finish whatever it was), and now it's connected itself to the internet.... fingers crossed... thanks for your help... hopefully it's sorted now!

[schmidthouse]

Not sure, but... Mum's done a hard reboot of the laptop (as well as rebooting the router again) and the HP system apparently said it was updating something or other (Mum's not at all techy, so just let it finish whatever it was), and now it's connected itself to the internet.... fingers crossed... thanks for your help... hopefully it's sorted now!

Good to hear.