Protecting over 200 million PCs, Macs, & Mobiles – more than any other antivirus

Archive

Archive for the ‘How to’ Category
August 6th, 2014

How to find the right avast! customer care option for you

howto2_enAVAST has built a business out of protecting people and their devices from cyberthreats for 25 years. In fact, nearly 220 million PCs, Macs, and Androids are entrusted to our safe-keeping. Our goal is to keep our customers safe, so if you ever need assistance with an avast! security product, we are available to help you. Whether you like to do-it-yourself or if you need someone to talk you through it, there are several ways that we provide customer care and satisfaction.

The support page on our website is the place to start.

For the do-it-yourselfers

FAQs

If you want to better understand how avast! products work, then visit our Frequently Asked Questions (FAQs) to find quick answers for yourself. There are guides to our antivirus products for computers and mobile devices, plus FAQs for our business products and programs such as avast! GrimeFighter.

Videos

The avast! Antivirus channel on YouTube has tutorial videos that show you how to purchase, install, and activate avast! products. The avast! Customer Support playlist has video tips and tricks that will help you when using avast! security products.

If you have a need or suggestion for a video tutorial, let us know in the user comments and we will create it.

Blog

The avast! blog is a good resource for how-to posts along with product news. You can search for your topic or look in the different categories for articles. The blog is available in multiple languages. Just like the videos – if there is something you want us to write about, please let us know.

When you need more help

Community Forum

The avast! Community Forum is frequented by experienced avast! users, developers, product managers, and sometimes even our COO, Ondrej Vlcek. You can search the forum for similar issues to yours or ask a question, even get assistance cleaning malware. This is a great source of information, but remember you are talking to real people, most of them volunteers, so be polite. Read more…

July 1st, 2014

TextSecure reclassified as a false positive

On occasion, even the most well thought-out systems can break down. In the antivirus business, we try hard to minimize something termed false positive. A false positive is merely a mistake or a false alarm. It happens when your antivirus software erroneously identifies a file or a download as being malicious.

The AVAST Virus Lab receives more than 50,000 samples of new potential viruses every single day. There are so many that we cannot look at each individually, so we use techniques with super-techie names like Malware Similarity Search and Evo-Gen.  (These techniques are explained in a previous blog post, New Toy in the Avast Research Lab.) When a file is confirmed as malicious, we add it to our virus database. With this amount of new samples, every now and then a false positive occurs. There is no way to avoid it completely, but we try to limit it and its impact.

Over the weekend, avast! Mobile Security erroneously detected the TextSecure app as a Trojan. TextSecure is an app developed by Open Whisper Systems that protects your privacy by encrypting your text and chat messages, which means that they can only be read by your intended recipients. The AVAST Virus Lab discovered the error, fixed it and sent out an update.

Unfortunately, wires got crossed between our Virus Lab analyst and our social media community manager, and the wrong message was sent to people on Twitter and Facebook who inquired about the detection. You see, at the same time as the TextSecure detection was being reported, another unrelated detection was made, and it was indeed a malicious file. It was a simple case of mistaken identity. Later in the day, we discovered the mistake and followed up by communicating it across AVAST social channels.

AVAST confirms that TextSecure Private Messenger is a genuine and safe application for Android, and contains no malicious scripts. We apologize for the inconvenience caused to TextSecure users and Open Whisper Systems.

Please be assured that AVAST does not intentionally recognize valid software as suspicious. The last thing we want to do is disrupt businesses or our customers. However, to provide maximum protection against genuine virus threats, false positive alerts sometimes arise.

howto2_enHow to report a suspected false positive

If you suspect that AVAST has incorrectly identified a file as suspicious, please submit a report to http://www.avast.com/contact-form.php?subject=VIRUS-FILE. This form will generate an email to our Virus Lab research team, and they will investigate it.

Before you do that, you may want to upload a file or a URL to online virus scanning service VirusTotal. This free online service scans the file against multiple antivirus engines and website scanners at the same time.

TextSecure protects your privacy

The fine developers of the TextSecure app deserve a happy ending, so we want to throw our support behind this innovative app. We developed avast! Mobile Security to protect Android users from malware and theft and have included numerous features to protect the privacy of our users. The TextSecure app takes that further by providing end-to-end encryption when you are communicating with other TextSecure users. It also keeps your messages away from prying eyes if your phone is lost or stolen.

Install TextSecure Private Messenger for free from Google Play. Don’t forget to leave a review and a 5-star rating!

Thank you for using avast! Antivirus and recommending us to your friends and family. For all the latest news, fun and contest information, please follow us on FacebookTwitter and Google+. Business owners – check out our business products.

 

 

June 13th, 2014

Everything you always wanted to know about avast! GrimeFighter, but were afraid to ask!

In April 2014, we introduced avast! GrimeFighter in 14 languages, offering our product to millions of users. Ever since then, avast! GrimeFighter became one of the most popular new products among our users. However, many of you still don’t know the benefits of it or what avast! GrimeFighter does. Therefore we have prepared a series of articles to show you the functionality of our grime-fighting minions! Learn everything you always wanted to know about avast! GrimeFighter, but were afraid to ask!

1. Who are the minions?

They might look like funny characters from an animated movie. The minions, however, are serious warriors against all kind of dirt that accumulates on your computer over time. Removing “Grime” is quite a sophisticated process, and it must be done properly. Our minions must be very careful not to remove unnecessary items, as well as look through the entire system so as not to miss something.  Each of the characters play an important role in the cleaning process, to achieve one common goal: Speed up your PC and optimize it’s performance.  Meet the “mean and lean” GrimeFighter crew:

Grime crew1

Grime crew Read more…

May 27th, 2014

How to wipe the data from my lost smartphone

howto2_enQuestion of the week: My phone was lost and there is no way to recover it. Thank goodness I had the data backed up. How do I use avast! Mobile Security to wipe all my information off of it?

We’re sorry that you lost your phone. You are not alone. Over one hundred smartphones are lost or stolen every minute of every day, but unfortunately 34% of smartphone owners haven’t protected their phone like you did. Congratulations on taking the initiative to back-up your data! We found out that half of smartphone owners don’t back up their data, even though they are concerned about losing it. (This seems to be theme – same thing happens with changing passwords.)

Many smartphone owners do not have anti-theft installed

Half of smartphone owners don't backup their data

If there’s no way to recover the device, then you are wise to use avast! Mobile Security to remotely wipe your phone of all your personal data.

Thorough wipe

Avast! Mobile Security and Anti-Theft has remote features that allow you to take certain actions. Wiping the phone can be carried out by SMS command. This is useful in your case when you do not expect to get your phone back and you do not want a thief to access your personal data. Read about how you can set up remote control on your Android phone.

Thorough wipe allows avast! to permanently and irreversibly delete the content of any SD card when wiping the phone. Wiping smartphones using up to Android 2.1 is somewhat restricted as a factory reset of the phone is not possible. However, avast! will try to delete as much as possible, for example contacts, call logs, SMS/MMS, browser history and SD card content, but not emails or apps.

From Android 2.2 onwards, a full factory reset is possible so you have full wipe capabilities. However, please be aware that this will also delete avast! Anti-Theft, unless it was installed as a rooted application.

The thorough wipe will take up to ten minutes, and will physically and irrecoverably delete the actual contents of your SD card. It is your choice whether to select the maximum level of security by using the thorough wipe option.

Protect your data with avast! Anti-Theft

To do a full wipe, avast! Anti-Theft needs to be configured in the advanced settings as a device administrator, otherwise applications, emails etc. will not be deleted. Download and install avast! Mobile Security and Anti-Theft from the Google Play store.

Don’t forget to backup your data with avast! Mobile Backup. It saves your contacts, call logs, SMS history, photos, and other irreplaceable data to your AVAST Account (and, optionally, Google Drive) to ensure that your priceless data is never lost. Download avast! Mobile Backup for free from Google Play.

All SMS commands, along with a short description how everything works is explained in our manual (PDF). It’s short and easy to understand.

Thank you for using avast! Antivirus and recommending us to your friends and family. For all the latest news, fun and contest information, please follow us on FacebookTwitter and Google+. Business owners – check out our business products.

May 19th, 2014

How to set up your smartphone for remote control

howto2_enQuestion of the week: I just installed avast! Anti-Theft on my new Samsung Galaxy S5. If it gets lost or stolen, I know I can use remote control somehow. What do I do to set that up?

Congratulations on your cool new phone! It would be awful to lose that! Now that you have the free avast! Anti-Theft installed, you need to set it up so you can use the remote control features to control your phone via the avast! Portal or by SMS commands using a friend’s phone.

Communicate via your online account

First, make sure you set up an account on our online portal at my.avast.com to communicate with the anti-theft installation. Once you set it up, you get an overview of all your devices protected by avast! security products and you can pair the devices with the online account.

To pair your smartphone to the account open avast! Mobile Security, open the Settings section and tap on the avast! Account. The wizard will lead you through the registration or pairing process.

Once that’s done, you can remotely control your mobile devices on which avast! Mobile Security and Anti-Theft is installed.

Control your smartphone with avast! Anti-TheftCommunicate via a friend’s phone

Another way to communicate with your phone is by SMS commands using a friend’s phone. To do that you need to specify one or two phone numbers of friends or family members who will receive the Anti-Theft notifications from your phone.

To add a friend’s phone number, open avast! Anti-Theft and click on Friends. You can add one or two phone numbers here. Before you leave the screen, you have one more decision to make: Go to the bottom and check the box Only allow friend commands to allow SMS commands only from the specified friend’s numbers, or, if left unchecked, SMS commands will be accepted from any number. If you change your mind later, you can remove that restriction, by de-selecting the option.

SMS commands to remotely control your phone

Using the SMS commands, you can silently retrieve details of calls made and received, copies of incoming or outgoing SMS messages, you can remotely lock your phone, sound a siren or even remotely wipe your phone of all your personal data if you do not expect to recover it. You can also receive continuous GPS updates so that you can track your phone’s location.

Get avast! Mobile Security and Anti-theft for free

Install avast! Mobile Security and Anti-theft from the Google Play store.

Thank you for using avast! Antivirus and recommending us to your friends and family. For all the latest news and product information, please follow us on Facebook, Twitter, Google+ and Instagram. Business owners – check out our avast! Business Solutions.

May 9th, 2014

When Software Collides! What to do with your old antivirus program.

Running multiple antivirus programs on the same computer can cause conflicts resulting in false positives, a slowdown in performance, or system instability.

Installing more than one antivirus program can cause conflicts

Question of the week: Can I have more than one antivirus program on my computer at a time?

This is a good question to ask the week that security geeks are discussing the death of antivirus all over the media. The antivirus program of the 90s may be among the dearly departed, but modern anti-malware solutions such as avast! security products incorporate firewalls, intrusion detection, heuristics, virtualization, sandboxes, and many other layers of protection, making it an extremely sophisticated piece of software.

With all that complicated software, it’s not a good idea to run two antivirus programs simultaneously. In fact, many antivirus programs will not install if another antivirus is detected on your system.

Lukas Hasik, Vice President of Customer Care and Satisfaction at AVAST, says,

Most people think that more is better. However, there are situations when it isn’t true. More ice cream doesn’t make you more satisfied. And more antivirus programs on the same computer will not make you more secure. You may want to know why?  The explanation is easy.

Antivirus itself has to access areas of your operating system that “normal” programs wouldn’t have access to because accessing these areas would make the program suspicious. This is the space for collisions with other programs; mostly other antiviruses. We always advise our users to have only one active protection at the time. It’s like adding more air deflectors to make your car faster – seems like a good idea, but it only slows you down.

Generally speaking, it’s good to have an antivirus program that scans every file or download for malware and a firewall which controls what comes into your computer so you can keep out hackers, viruses, and worms. Running multiple antivirus programs on the same computer can cause conflicts resulting in false positives, a slowdown in performance, or system instability.

Therefore it is strongly recommended to uninstall all other previously installed antivirus applications before installing avast! on your computer. Most antivirus companies produce a special uninstaller program to remove their antivirus software. You should use these removal tools because typical uninstallation from the Control Panel in Windows can leave stray files behind in some cases. These files may still remain in the system and prevent avast! Antivirus from being correctly installed.

howto2_enHow do I uninstall my old antivirus program?

We have compiled a list of vendors that provide a special removal tool to uninstall their antivirus software on the AVAST FAQ page. Follow their instructions before proceeding with the uninstallation.

Thank you for using avast! Antivirus and recommending us to your friends and family. For all the latest news and product information, please follow us on Facebook, Twitter, Google+ and Instagram. Business owners – check out our avast! Business Solutions.

April 30th, 2014

You dropped your phone in the swimming pool. Now what?

avast tips help save your wet phone

At least it wasn’t dropped in the toilet!

How to save a wet smartphone

It happened with me, I jumped in the swimming pool with my phone in the pocket. Unfortunately, it was not the first time my phone was drenched. Some years ago, the villain was the rain. I was using a smartphone app to monitor my running pace and it started to rain. Not a light refreshing rain – no, a deluge, a Heavy rain. My phone was protected, but that was just too much rain.

At that time, I didn’t know what to do and made the wrong decisions. Some modern phones are waterproof, but others aren’t, and an accident involving water can be fatal. I’d like to share these hints with you on what to do if your phone decides to take a bath.

  • The first thing you should do NOW is a backup! You’ve heard this before, but have you done anything about it? It’s always better to be safe than sorry. Your photos, videos and musics, your apps and game data – everything could literally sink in water. We offer a simple, yet easy solution: avast! Mobile Backup protects your data against such accidents. Try now the free basic version from Google Play Store.
  • TURN YOUR PHONE OFF If your phone was dropped into water, the first thing to do is TURN IT OFF. And not only press the on/off button, but also remove the battery and cards completely. It’s a race against time. Each second is vital to avoid an electric shock and motherboard crash.
  • Let all the water flow freely. The best position for the phone is horizontal over a table on a dry piece of cloth. Do not rub, do not use cotton, do nothing… Just let the water drain out.
  • Dry the device carefully. After that, take a dry cloth or some absorbent paper to dry the device completely. Hold it with the screen facing up to drain all the water that could stay inside. Try not to shake it.
  • Be patient. Have a lot of patience. That’s the keyword here. Keep the phone open for a long time, at least 24 hours. Some technicians recommend to put it into a pot and fill with raw rice (or gel silica, if you have it with you) to absorb dampness.
  • After 24 hours, remove all the rice (or the small pieces of gel silica) and have patience again. Leave it open and exposed to air. Do not use hair dryers. Do not put the phone directly in the sun, because you can do more harm than good (harm to the screen, battery, or even the plastic parts.)
  • Only after other 12-24 hours you could try to put battery again and turn it on.
  • Of course, if you do not have luck, you’ll have to take it to technical assistance. But we wish you luck and that your phone will work again!

Besides getting wet, your phone can be lost or you could get infected with the ever-increasing malware being written for Android. Protect your phone for free with avast! Mobile Security & Antivirus. Get it on Google Play. Don’t be one of these careless people who neglect to protect their phones!

Thank you for using avast! Antivirus and recommending us to your friends and family. For all the latest news, fun and contest information, please follow us on Facebook, Twitter, Google+ and Instagram. Business owners – check out our business products.

April 25th, 2014

Will avast! GrimeFighter speed up my old PC?

howto2_enQuestion of the week: I have seen your ads for GrimeFighter, but I don’t know if it will help me or not. I have an old laptop that’s really slow. Will GrimeFighter speed things up? How does it work?

Yes, GrimeFighter will speed your old laptop up, and more than that. We are quite proud of avast! GrimeFighter and see it as a complement to the services provided by avast! Antivirus, so I’m glad you asked this question. Read what one of our customers told us after using GrimeFighter on her old laptop.

user testimonialCarolC

Here’s a summary followed by a short video on how to get GrimeFighter for your PC.

Why do I need GrimeFighter?

about_cleanNew PCs come pre-loaded with what we call Grime - all kinds of clutter and trialware. Over time your PC gets bloated with more Grime; viruses, spyware, pop-ups, and toolbars, making it sluggish and difficult to use. GrimeFighter comes to the rescue as an easy-to-use, and dare I say, even fun, fully-automated optimization tool designed so that even a novice can tune up his computer.

Don’t get put off by the word “optimization.” This isn’t those scammy products advertised on late-night television – AVAST wouldn’t be a part of such things. GrimeFighter is a product that we stand behind and believe will help our users extend the life of their machines. (Windows XP users, we’re talking to you!)

Read more…

April 10th, 2014

Do you hate updating your passwords whenever there’s a new hack?

Advice about changing passwords from AVAST.

Change your passwords as a precaution against the Heartbleed bug.

We reported yesterday about the serious Heartbleed  bug which allows hackers to steal encryption keys from nearly two-thirds of all websites.

“This is probably the worst bug discovered this year. We believed in the security of SSL/TLS, and now discover that it comes with a hole that allows anyone to read our personal information such as passwords, cookies or even server’s private keys,” said Jiri Sejtko, Director of the AVAST Virus Lab. “We, as end users, simply can’t do anything, but make sure we are as secure as possible.”

That means changing your passwords. Again.

If just thinking about changing all your passwords makes you want to jump out the window, then here are a few tricks to help make it a little less painful. At the end of this post, we’ll share a tip on how to make password creation, as well as remembering them all, as easy-as-pie. So go all the way to the end. ;)

Why do cybercrooks want your password?

It takes serious effort to hijack accounts, so there must be some payoff at the end for cybercrooks.  Obviously, it’s not to get your vacation photos. Money is the most common motivation. Your money.

There are many ways of turning stolen data into money, but one of them is worth highlighting. Research shows that 55% of us reuse passwords on different sites. It is likely that you use the same password for Facebook  that you use for your bank account.  This means that cybercrooks can steal your money much easier. Never use the same passwords on different sites, especially for really important services.

Password basics

1. Use a random collection of letters (uppercase and lowercase), numbers and symbols

2. Make it 8 characters or longer

3. Create a unique password for every account

Tricks and tips

Maximum password security requires at least seven characters, a mix of upper and lower case, a few symbols, and a sense of humor.

Create an acronym using a meaningful, easy-to-remember piece of information. Use a sentence like My wedding anniversary is 28 December, 2001. That phrase turns into this password, Mwai28/Dec.01.

Many sites require a special symbol like ` ~ ! @ # $ % ^ & * ( ) _ – + = { } [ ] \ | : ; ” ‘ < > , . ? /. Use some of those to replace letters. Your password can be this, M<>ai28/Dec.0!.

Read more…

Categories: General, How to Tags: , ,
April 5th, 2014

How do I fix an incorrect Microsoft Action Center warning?

howto2_enQuestion of the week: After the latest avast! update, I got a warning from the Microsoft Action Center that my antivirus is not working. It is working fine. How can I get this warning to go away?

The Microsoft Action Center is a central place to view important messages about security and maintenance and take actions that can help your Windows machine run smoothly. If an item is red, that indicates a significant issue that should be addressed soon, such as an outdated antivirus program that needs updating.

Windows regularly checks to see if an antivirus program is installed on your computer, that it’s running, and that it’s up to date. The status of your antivirus program is displayed in Windows Action Center or Security Center. However, Windows does not detect all antivirus programs.

AVAST Evangelist, Bob G., created a new video that shows an easy fix when you get the Microsoft Action Center message that there is a problem with your antivirus protection.

Microsoft also has instructions to specify that you are using an antivirus program that Windows doesn’t find.

Check out other tutorial videos that Bob has created on YouTube.

Ask a question

If you have a question about any of AVAST’s products, please send them to wannabesocial@avast.com. If we answer your question, we will send you an avast! Teddy Bear.

Thank you for using avast! Antivirus and recommending us to your friends and family. For all the latest news, fun and contest information, please follow us on FacebookTwitter and Google+. Business owners – check out our business products.