No Bank Mode and no customer service

[Nancy139]

I reported Bank Mode not working to support over a week ago. All settings are correct, uninstalled and reinstalled, and all other methods to get it working failed. On the phone, I was told that Avast is aware of a problem with Bank Mode not working and they would be emailing customers and also working to fix the problem. To date, no email and no fix for Bank Mode. What is going on?

Hello? Avast? Anybody out there? Why has Bank Mode disappeared and when will we get it back?

[Sandu-RM]

I reported Bank Mode not working to support over a week ago. All settings are correct, uninstalled and reinstalled, and all other methods to get it working failed. On the phone, I was told that Avast is aware of a problem with Bank Mode not working and they would be emailing customers and also working to fix the problem. To date, no email and no fix for Bank Mode. What is going on?

Hello? Avast? Anybody out there? Why has Bank Mode disappeared and when will we get it back?

Hi,

could you please provide us with the diagnostic info from the browser? There was an issue before but it has been fixed with latest AV patch.

Thank you

Sandu

[David743]

Have to agree, no support info other than Avast is working on solution. Now without Bank Mode since 31 March build 23.3.6058 (build 23.3.8047.781). Have provided requested logs but local Avast support still waiting on solution. Don't understand remark re patch, when did this happen ? Please provide some solid information on this and when it is likely to be solved.

[DavidR]

Well an Avast Team member has sought the browser diagnostic info, to help in pinning it down.

See here on hop to obtain it:

Please post your Diagnostic Information. You can get it by visiting this link: secure://settings/diagnosticInfo
For problems with Bank Mode, also attach szb.log which is located here: C:\ProgramData\AVAST Software\Avast\log

[Nancy139]

I called Avast support again on 04-12-23. The tech and another advanced tech did a remote session on my computer for nearly an hour and couldn't figure out what was wrong. They issued me another case number and said I will receive an email from an even higher level of tech support to set up another remote session. No email yet but it's only been two days.

I'll post the diagnostic info once I have time to figure out how to do it.

[DavidR]

I don't use the Avast Secure Browser, so I can't speak from personal experience, only what I have seen in the forums.

Presumably you are using the Avast Secure Browser, copy and paste secure://settings/diagnosticInfo into the browsers address bar and enter, that should display the diagnostic information. 

It should then just be a case of copy and paste the data into a post or a .txt document and attach to your reply (the same can be done for the  szb.log which is located here: C:\ProgramData\AVAST Software\Avast\log).  Note the file types allowed to attach, in my image below, click to expand.

[Nancy139]

executable_path=C:\Program Files (x86)\AVAST Software\Browser\Application\AvastBrowser.exe
profile_path=C:\Users\Nancy\AppData\Local\AVAST Software\Browser\User Data\Default
os_version=Windows 10 v21H2 (x64)
av_engines=Avast Antivirus, AMSI - Avast IAntimalwareProvider implementation
active_av_engine=Avast Antivirus
av_version=23.3.6058
urlscanner_version=Builtin urlscanner
mimic_version=v0.1.24-c1a08c4
host_prefix=
browser_version=111.0.20716.147 (Official Build (64-bit))
cgid=100
cid=6505
uid=bf61f520fcb7439b8355ef05aa364594

Channel: stable
OS language: en-us
Browser language: en-US
Search Engine URL: https://www.google.com/search?client={google:client}&q={searchTerms}&{google:originalQueryForSuggestion}{google:assistedQueryStats}ie={inputEncoding}
Omaha version: 1.8.1579.3

Subscription Information:
Subscription id:
Issue date:
Expiration date:
License period:
Status: Free

Enabled extensions:
ahfgeienlihckogmohjhadlkjgocpleb : Web Store : 0.2
beghmmhchncjignfbfnemngnlnjdmbcb : Avast Anti-Fingerprinting : 2.6.234
cjpalhdlnbpafiamejdnhcphjbkeiagm : uBlock Origin : 1.48.4
dmfdacibleoapmpfdgonigdfinmekhgp : Avast SecureLine VPN : 2.1.0.330
ghbmnnjooekpmoecnnnilnnbdlolhkhi : Google Docs Offline : 1.60.0
gjcfnponmdkenfdibginkmlmediekpnm : Messaging : 1.15.0.468
jfijboeaeajnoejbcdbhejlnmhepeige : NTP Extension : 3.12.168
lhnnoklckomcfdlknmjaenoodlpfdclc : Avast Bank Mode : 1.3.0.57
mecokbmnofclapimmlnfegiohceoaocc : Avast Performance Manager : 1.2.220
mhjfbmdgcfjbbpaeojofohoefgiehjai : Chromium PDF Viewer : 1
nkeimhogjdpnpccoofpliimaahmaaome : Google Hangouts : 1.3.21
onochehmbbbmkaffnheflmfpfjgppblm : Avast Privacy Guard : 2.8.433

Disabled extensions:

[Nancy139]

I don't know why or how Google Hangouts is in there. It doesn't show up in extensions on any browser and is not in my installed apps and programs. I've never used it.

[DavidR]

I tried a search on Google Hangouts and one of the hits mentioned Gmail and this,

Google Hangouts was a cross-platform instant messaging service developed by Google. It originally was a feature of Google+, becoming a standalone product in 2013, when Google also began integrating features from Google+ Messenger and Google Talk into Hangouts.

So I don't know if you have used any of these programs at any time in the past.

That said I don't really think that would be the issue with Bank Mode.

Also found this - https://www.google.co.uk/search?q=remove+google+hangouts+from+chrome - I don't know if you also have chrome if this might be the culprit.

[Nancy139]

I did the same thing to try to get rid of it. It only shows up in the Avast Secure Browser extension list in the diagnostics I posted, but not in the actual ASB extensions, nor in the Chrome extensions. Chrome is still on my computer but I only use ASB. I use Docs, Keep and Gmail, but I've never used Google Talk or Messenger. I don't think Hangouts would be automatically connected to those. I don't think it has anything to do with Bank Mode not working, either.

ASB has had Bank Mode problems a few times in the past but they've always fixed it pretty fast. I don't know why it's taking so long this time.

[DavidR]

Sorry I'm out of ideas, now that you have provided more information, hopefully Sandu-RM of the Avast Team will get back to the topic.

[Sandu-RM]

Hi,

I'm waiting for my colleagues to reproduce the issue hopefully, we can come back soon with an update.

Thank you for your patience.

Sandu

[Misha Zekovova]

Hi Nancy139,
with the same browser and antivirus version we were not able to reproduce any issue. Can you please specify from where exactly you are using Bank Mode (from where it disappeared)?

If you open Avast Antivirus and go to Protection -> Bank mode, can you run it from there? If yes, how does it behave (is the Avast browser opened or some other one)?

Regarding the "Google Hangouts" extension, it's automatically preinstalled because our browser is Chromium-based.

[Nancy139]

When I try to open it either from the Security and Privacy Center or from the taskbar/right click/Run Bank Mode, the Bank Mode icon briefly appears in the taskbar, then disappears, and Bank Mode does not open. In Developer Mode, under Bank Mode switcher, there is a green "details" button and a red "errors" button. When I click the error button this is what I get:

Unchecked runtime.lastError: Could not establish connection. Receiving end does not exist.
Context
_generated_background_page.html
Stack Trace
_generated_background_page.html:0 (anonymous function)
Nothing to see here, move along.

[Nancy139]

I just received an update prompt in ASB. I did the ASB update but it did not fix the Bank Mode problem.