Windows blocked due to Avira: unacceptable lack of communication!
I've been using Avira Prime for 10 years (since 2013). Every now and then there was some problem: sometimes I had to re-install it/repair the installation; other times it didn't detect threats that were instead detected by Malwarebytes and, in some (few) cases, even by Windows Defender... But in 10 years, it's absolutely normal for small problems to occur.
But this time it's not a "small problem". For my Microsoft Surface Book 3 there was nothing I could do: not even Microsoft technical support (and note that I have "MS Complete" insurance, both for hardware and software, which even covers for "accidental damage") failed to solve the problem and I found myself having to reinstall Windows 11 Pro from scratch.
Even on my father's PC (Lenovo Thinkbook with Win 11 Pro) I had the system frozen; but I had better luck because I was able to recover an old "restore point" and uninstall Avira before it created new problems.
We both lost some important files!
In these 10 years I have always paid for the subscription directly from your website. In fact, I have never seen original and legal licenses sold by third parties: the cost of Avira is thus 10 times higher than the licenses of the most famous antivirus (Norton, Eset, BirDefender, etc.) sold by third parties. But I have always gladly paid because I have always believed in the seriousness of your company.
Two days after the occurrence of the freezing problems on Windows caused by Avira, despite the fact that all the major websites have now given the news that the blame for the crashes is to be attributed to Avira, Avira itself has not yet released even a simple statement. Not even a trivial email warning customers to temporarily uninstall Avira until you fix the problem.
And that is the real problem. The trust you have built over 10 years vanished in a single day. In theory, I still have the paid Prime subscription until January 2016; And I know very well that, from your terms and conditions, if more than 60 days have passed since the purchase of the subscription, you do not give refunds. But I assure you that if I don't receive an official statement from Avira by today about the huge problems it has caused to thousands of users around the world, I will use the privilege of being a member of Altroconsumo (an Italian company that protects the consumer by providing him with a legal staff for similar problems) to make sure that I’ll receive compensation for all the problems you have caused simply by avoiding making a trivial official statement. Because I repeat, problems happen in all companies; but the lack of TIMELY communication on such an important subject is just not acceptable.
It's been FIVE days that you even have messages on your Community Forum: not even in your dedicated forum do you deign to give an answer (or at least apologize for the problem): it is simply unacceptable!
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P.S. I read on BleepingComputer that Avira has announced that the issue has been fixed with an update released on Monday, December 11th. On Monday the 11th, after reinstalling Windows, I had also reinstalled Avira: everything was fine until this morning... They didn't fix anything: this morning another update from Avira arrived, and Avira required me to restart the computer... and Windows was frozen again!
The only good thing is that, this time, after logging into Windows, before it crashed completely, after two manually reboot, I had the time I needed to be able to uninstall Avira.1 -
I have the exact same issue and can’t even access my computer now. Can’t deinstall, can’t update, not a thing works. The support team: unavailable. The chat bot is a joke. Can’t contact them directly. Any tips on how to at least get rid of avira? I’m completely lost and upset and frankly I don’t know much about computers. Why won’t they even upload a simple step by step guide on how to solve this yourself? I agree 100% with everything you said. Happy for you, you could reboot and deinstall at least.
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Dear Julia, this time I only managed to reboot and uninstall Avira; but first, two days ago, I had to reinstall Windows from scratch and I lost the day to reinstall al l my software (as well as I lost important files). But my case was a bit particular because, strangely, I didn't have any restore point on the computer and I didn't solve it even by starting the computer in safe mode.
With my father's computer I was instead able to use a restore point from about 1 month ago: therefore, on his computer, I was able to uninstall Avira... of course, my father also lost 1 month of work, but still better than lose everything like what happened to me...
It's depend on your computer (brand and model). On some brands of computers, when you turn them on, and before Windows starts, just press any key to enter the Windows menu which allows you to solve some problems (while on other brands you have to press "ESC", in others the "F11" or "F1" key ... it's depend...
In particular, in the advanced settings of the menù, you can use an old restore point to restore the computer exactly as it was on a certain date (the date of the restore point): when Avira was not yet causing problems and therefore, before new updates are downloaded, you have plenty of time to uninstall Avira because your computer will not be blocked.0 -
Thanks so much for taking the time to write to me Eric, I really appreciate it! So glad to hear you could at least save some of your data.
This situation is extremely frustrating. My computer won’t allow me to access safe mode, I will keep trying. It doesn’t react to commands anymore, neither in starting process nor when switched on. I can’t make it past the password, it won’t open anymore either. Thank you again, it helps knowing I’m not alone with these issues.1 -
It's certain that you are not alone... just search "Avira Windows freeze" on a search engine and hundreds of recent results appear: only Avira hasn't written anything about it yet :-(
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