<snip>
DavidR - I meant that I was able to receive a msg from some one else but not sent by me. I set the mail shield to scan outbound msgs
Thanks for the clarification.
Not to be difficult but the article 'submitting a support file...' should be revised to include Avast Free and the troubleshooting section of free doesn't seem to support creating a support file as stated in the referenced document.
As far as I'm aware it should work for avast free and I don't see anything in the tutorial link given by HK (avast team) doesn't specify any product, just Avast Antivirus. Since many of the internals (components) are the same it should be able to run on all and gather the logs, settings, etc. and any other information required..
Whilst I have never needed to use this tool I can't say if there is mention of it not being for avast free. I think it is a case of the Image in the Troubleshooting section of the article used Avast Premium (not Avast Ultimate or Avast Free), to generate the images for the article.
But given you have been able to run it and generate the file ID it works.
Hopefully it will provide useful information for a resolution.