Author Topic: Avast Premium Security and Outlook (Office 2019) under Windows 10  (Read 2230 times)

0 Members and 1 Guest are viewing this topic.

Offline rkmills812

  • Newbie
  • *
  • Posts: 13
My wife is having frequent problems with her Outlook where she is getting a server encryption error preventing connection to the Gmail servers.

After much trial and error, I found that if I removed her Avast Premium Security app, the problem went away.

Is anyone else having problems with Outlook/GMail and Avast Premium Security?

Offline Asyn

  • Avast Überevangelist
  • Certainly Bot
  • *****
  • Posts: 72843
    • >>>  Avast Forum - Deutschsprachiger Bereich  <<<
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #1 on: January 26, 2021, 03:30:42 PM »
- Which version/build of Avast Premium..?
- OS..? (32/64 Bit..? - which SP/Build..?)
- Other security related software installed..?
- Which AV(s) did you use before Avast..?
Win 8.1 [x64] - Avast PremSec 21.10.6772.IBC [UI.679] - EEK - Firefox ESR 91.3 [NS/uBO/PB] - TB 91.3.2
Avast-Tools: Secure Browser 96.0 - Cleanup 21.3 - SecureLine 5.14 - Driver Updater 21.3 - CCleaner 5.87
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline rkmills812

  • Newbie
  • *
  • Posts: 13
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #2 on: January 26, 2021, 10:22:38 PM »
- Which version/build of Avast Premium..?
20.10.2442 (build 20.10.5824.626)

- OS..? (32/64 Bit..? - which SP/Build..?)
MS Windows 10 Home, Version 10.0.19041 Build 19041
x64-based PC

- Other security related software installed..?
None

- Which AV(s) did you use before Avast..?
We've used Avast Premium Security for a couple of years with any problem.   The current issue only began when she moved to Windows 10 and Office 2019 on a new Dell XPS last week

Offline Asyn

  • Avast Überevangelist
  • Certainly Bot
  • *****
  • Posts: 72843
    • >>>  Avast Forum - Deutschsprachiger Bereich  <<<
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #3 on: January 27, 2021, 07:14:29 AM »
The current issue only began when she moved to Windows 10 and Office 2019 on a new Dell XPS last week
Was there any AV preinstalled. If so, did you completely remove it..?
Win 8.1 [x64] - Avast PremSec 21.10.6772.IBC [UI.679] - EEK - Firefox ESR 91.3 [NS/uBO/PB] - TB 91.3.2
Avast-Tools: Secure Browser 96.0 - Cleanup 21.3 - SecureLine 5.14 - Driver Updater 21.3 - CCleaner 5.87
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline rkmills812

  • Newbie
  • *
  • Posts: 13
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #4 on: January 27, 2021, 12:20:17 PM »
AV was not preinstalled.  I installed it.

I've removed and reinstalled the product now multiple times.

If AV is not installed, OUTLOOK works fine.

If AV is installed and Mail Shield is enabled, I get encryption errors when trying to send/receive email.

If AV is installed and Mail Shield is disabled, Outlook works fine.

If AV is installed, Mail Shield is enabled, and I untick scanning inbound and outbound emails,  I get encryption errors when trying to send/receive email.

I haven't tried having Mail Shield enabled and going through unticking all the other Mail Shield options one-by-one yet.


Offline Asyn

  • Avast Überevangelist
  • Certainly Bot
  • *****
  • Posts: 72843
    • >>>  Avast Forum - Deutschsprachiger Bereich  <<<
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #5 on: January 27, 2021, 12:41:11 PM »
First, be sure to get rid of all remnants of any prior installed AV(s)..!!
-> https://support.avast.com/article/11/

Then:
1. Download Avast Premium Security: https://files.avast.com/iavs9x/avast_premium_security_setup_offline.exe
2. Follow instructions: https://www.avast.com/uninstall-utility (Run this tool for all prior installed Avast versions..!!)
3. Reinstall Avast with the downloaded installer from point 1.
4. Reboot.
Win 8.1 [x64] - Avast PremSec 21.10.6772.IBC [UI.679] - EEK - Firefox ESR 91.3 [NS/uBO/PB] - TB 91.3.2
Avast-Tools: Secure Browser 96.0 - Cleanup 21.3 - SecureLine 5.14 - Driver Updater 21.3 - CCleaner 5.87
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline rkmills812

  • Newbie
  • *
  • Posts: 13
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #6 on: January 27, 2021, 03:22:23 PM »
I followed all the steps indicated:

- Ran the McAfee Utility to ensure that the Dell loaded version of McAfee was fully removed
- Downloaded APS to my desktop
- Downloaded AVAST uninstall utility to my desktop
- rebooted in Safe Mode (which was an adventure in itself, requiring the use of a bit locker key....something new for me)
- Ran the Avast removal tool
- Rebooted
- reinstalled APS
- rebooted
- Started Outlook

and Outlook ran fine for 17 minutes.  I sent and received several emails successfully.

and then the encryption error appeared again.  So no change in behavior

Suggestions?

Offline Asyn

  • Avast Überevangelist
  • Certainly Bot
  • *****
  • Posts: 72843
    • >>>  Avast Forum - Deutschsprachiger Bereich  <<<
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #7 on: January 27, 2021, 03:27:36 PM »
Reboot twice.
Win 8.1 [x64] - Avast PremSec 21.10.6772.IBC [UI.679] - EEK - Firefox ESR 91.3 [NS/uBO/PB] - TB 91.3.2
Avast-Tools: Secure Browser 96.0 - Cleanup 21.3 - SecureLine 5.14 - Driver Updater 21.3 - CCleaner 5.87
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline rkmills812

  • Newbie
  • *
  • Posts: 13
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #8 on: January 27, 2021, 04:04:15 PM »
at first I thought .... "seriously"?

but I went ahead and rebooted twice.   

After the second reboot I restarted Outlook.

The encryption error began appearing within 10 minutes

See attached screen capture

Offline Asyn

  • Avast Überevangelist
  • Certainly Bot
  • *****
  • Posts: 72843
    • >>>  Avast Forum - Deutschsprachiger Bereich  <<<
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #9 on: January 27, 2021, 04:07:14 PM »
Win 8.1 [x64] - Avast PremSec 21.10.6772.IBC [UI.679] - EEK - Firefox ESR 91.3 [NS/uBO/PB] - TB 91.3.2
Avast-Tools: Secure Browser 96.0 - Cleanup 21.3 - SecureLine 5.14 - Driver Updater 21.3 - CCleaner 5.87
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline rkmills812

  • Newbie
  • *
  • Posts: 13
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #10 on: January 27, 2021, 04:30:50 PM »
Done.

Since there was no ticket number, I provided the name of this forum issue within the body of the message

"Avast Premium Security and Outlook (Office 2019) under Windows 10"

Offline rkmills812

  • Newbie
  • *
  • Posts: 13
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #11 on: January 28, 2021, 03:52:58 PM »
Asyn - How long does it typically take Avast to respond to / acknowledge  a new support ticket using the method you provided?

Offline Asyn

  • Avast Überevangelist
  • Certainly Bot
  • *****
  • Posts: 72843
    • >>>  Avast Forum - Deutschsprachiger Bereich  <<<
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #12 on: January 28, 2021, 04:59:47 PM »
Asyn - How long does it typically take Avast to respond to / acknowledge  a new support ticket using the method you provided?
Hi, you should get a ticket-ID instantly. No idea about current response times, sorry.
Win 8.1 [x64] - Avast PremSec 21.10.6772.IBC [UI.679] - EEK - Firefox ESR 91.3 [NS/uBO/PB] - TB 91.3.2
Avast-Tools: Secure Browser 96.0 - Cleanup 21.3 - SecureLine 5.14 - Driver Updater 21.3 - CCleaner 5.87
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline rkmills812

  • Newbie
  • *
  • Posts: 13
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #13 on: January 28, 2021, 05:13:53 PM »
I used the "settings" method outlined within the url you provided to submit a log file.    No ticket number was ever created during that process, and I've received no response from AVAST indicating they have received the information I provided.

There was a FILE ID indicated, but no ticket number.

Would that indicate I did it incorrectly?

Offline Asyn

  • Avast Überevangelist
  • Certainly Bot
  • *****
  • Posts: 72843
    • >>>  Avast Forum - Deutschsprachiger Bereich  <<<
Re: Avast Premium Security and Outlook (Office 2019) under Windows 10
« Reply #14 on: January 28, 2021, 05:20:57 PM »
There was a FILE ID indicated, but no ticket number.
Post your File-ID here, I'll forward it for you.
Win 8.1 [x64] - Avast PremSec 21.10.6772.IBC [UI.679] - EEK - Firefox ESR 91.3 [NS/uBO/PB] - TB 91.3.2
Avast-Tools: Secure Browser 96.0 - Cleanup 21.3 - SecureLine 5.14 - Driver Updater 21.3 - CCleaner 5.87
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0