Can't retrieve e-mail

[bmangus]

I am writing this post to help my mother-in-law.

She has the home version of avast. Her machine is running Windows XP.

This morning when she tried to open her email, she was unable to. She clicked on the envelope, but got a message stating that avast had found a virus in it and was unable to open it. This happened to all of her emails and has continued to happen all day long.

She contacted her internet provider and they stated that this was an avast problem.

I have showed her how to view her emails via the web, but I would like to help her get this problem fixed. I believe she had contacted avast support for help, but hadn't received an email back.

Any help any one could give would be greatly appreciated.

[Lisandro]

Can she post a screenshot (see how: http://forum.avast.com/index.php?topic=8982.0) of the avast error message?

You can use Gadwin PrintScreen to get a screenshot (http://www.gadwin.com/printscreen/) or the free version of WinSnap 1.1.10 (http://www.filehippo.com/download_winsnap/?2173).

Which is her email program?

[bmangus]

I will try to post a screenshot of the error message she gets tomorrow, 10/1/09.

She is using KC online.

[scythe944]

This doesn't pertain to the OP's question, just another screen capture program.  I've been using "snippy" and it's been a great little tool.  You don't even need to install it.  Just run the exe, click the icon, and drag your mouse over the window you want to capture.  Paste in mspaint or whatever, and you're done.

http://www.bhelpuri.net/Snippy/

[bmangus]

I couldn't get a snapshot, but here is the exact error.



avast!:Message body was removed because it contained a virus.


I was thinking, maybe I should uninstall avast, then re-install it.

Let me know what you think.


Thanks again for any help anyone can give.

[Lisandro]

But isn't the email infected after all?
Can't you check by webmail and, maybe, delete this particular mail?