Now I wish to show you a first screen grab that I have reduced a bit to make it fit a little better into this tight box provided for this forum:
Well, let me see if this first post is allowed and then maybe I will be allowed to place an image here that is presently stored on my computer and not stored on some:
"http:, https:, data:, //, / , or relative URL schemes" -- as that screen grab I now have shows.
I am trying very hard to keep frustration levels down to a manageable level, and by that I mean that I am not only seriously close to just dumping this company's products, but also just going straight to the Unites States Justice Department with all the proof they need to see that your company is engaged in some seriously nasty false advertising.
Now I am willing to work with you folks to improve your situation, but it is hard. Very hard.
So that is very clear above about what part of that article the link is for in my opening post is for --- where I am working in that article.
Next image is where my question is centered:
My question, as you might have guessed, is what form will the request to restart take?
What does your company show us that indicates to us that a restart is necessary?
And I will apologize now for the frustartion that I was showing in the OP, but I was also not kidding.
Your company is going to have to clean its act or I am going to be contacting the justice departments of nations all over this planet. I am not even close to joking. I am a cancer patient with but a few years to live, if I'm lucky, and I have played cat-and-mouse with Avast for many years and now it stops.
Let's try to work together, okay? It really would be nice to keep the lawyers out of this.
We would like to inform you that the restart of your computer might be necessary for some of the critical updates that we release. If our program doesn't requests a restart, then it is not necessary to reboot the computer. Could you explain what is the exact difficulty that you experience with the manual update of AVG?
Michael, we will always be very careful with our answers. A popup will appear to restart the computer and if you click on "postpone" from it, then you can see the message as 'restart is required' on the program interface of AVG Internet Security or AVG Antivirus. As of now, we do not have a screenshot of the restart popup or unable to produce it now as it automatically triggers from the program. Thank you.
Okay, thank you for confirming that. And my apologies for being such a nuisance.
So that series of images and questions and your answers all related to item number two on that list on that page, titled: "Manually update the application".
Now I would like to cover some points related to item number one on that list: "Manually update Virus definitions".
First, an image of the top of the instructions, and notice the slight piece of #2 showing:
And now the lower set, numbers 2, 3, and 4. (Again some overlap is showing so that we know I am not fabricating anything here. Of course, the link to that page is in the first post above.)
And we can see once again that we have that reference to a possible request to restart after a virus definition update. I have to assume, Balasubramanian, that you are again unable to post an image of what that restart button/mechanism/panel might look like, correct?
If you can, that would be great.
Would you happen to know if it would look anything like that image you confirmed to be correct for the application update?
In the meantime, I am continuing to hope I can find an image, as I did that one for the application update.
If anyone else has a screen grab of the image for the restart mechanism after a virus definition update, please help us here.
Let me please check that you are referring to a popup that shows during the operation of the automatic updating program for the application updates? We are NOT now referring to the manual updating.
Please excuse my being overcautious here, but it is most important we are all clear that I started referring to the automatic mode four posts up where I displayed the images for the setting of the automatic mode --- "Manage automatic application updates".
Yes, Michael. Once the program is automatically updated, you'll be notified about it through the prompt that says restart required, from where you'll be able to manage the action to be taken. Thank you for your understanding in advance!
In that case, Dinesh Krishnan, we (you and I and your colleagues) have identified another very specific problem of incorrect information being displayed to the customers:
"No actions are required from you."
That statement that no actions are required is incorrect.
In fact, I am step-by-step putting together a picture of a company that is making claims of being very professional, but seems to have a very low respect for some of its customers. I state "low respect" because there is clearly a lack of professionalism in the interactions between this company and certain members of its customer base.
That is no idle claim I am making. I am proving it step-by-step and taking many hours of hard work to do that.
And that is what we have just found right here in this thread and is culminating in this particular post.
And I am not even close to finished, and that is very unfortunate for not only myself, but the many customers that are very inconvenienced by all of these problems I seem to be uncovering.
Something has to be done about this.
And, in case anyone is wondering, I am not doing all this work for the benefit of the company. Yes, the company could benefit, if they don't ignore me. I am doing this because there are so many humans out there that really get easily lost in a user interface world that is built like this company has here.
The product's user interface has many serious flaws. This forum's user interface has many flaws. And there is sloppiness in the documentation, as well. As we have proven here.
And I am still waiting in that other thread for the second level of the support team to make an appearance. I already know who that will be from running into him during all the earlier research I have been doing.
By the way, I am next --- in about ten to fifteen minutes --- going to go to a group of very intelligent people on the Net and ask them if they'd like to review my work here thus far, because it is time to bring in some outside experts.
Frankly, my frustration levels are climbing too high and I need outside help.
Anyway, we have identified one very clear error in this company's documentation, as long as your answer is correct, Dinesh Krishnan.
> Automatic update (enabled by default): updates are downloaded and installed automatically on a regular basis. No actions are required from you. > Ask when an update is available: notifies you when an update is available. Your confirmation is required to complete the update. > Manual update (not recommended): updates are not automatically installed and you are not notified when a new update is available. > Enable streaming updates (enabled by default): downloads micro-updates continuously as new malware is discovered.
The statement "No action required from you" means that the user need not perform any action in order to check/install the updates. Both the download and installation will be automatically done by the program. Thank you.
Michael, on any mode that you select for AVG update, a restart prompt will appear for some of the critical updates. Only if user clicks on the restart, the PC will restart and then the installed update will be effective.
Now the next area where there is a serious problem is there is no warning in that block of instructions about the consequences if the customer does not do the restart as soon as possible.
There must be an enhancement of the protection provided by enabling/activating the updated application, so the longer the customer waits, the longer there is a reduced fight-against-malware ability of the AVG application on that customer's computer.
Now the professional writers in the company might want to dispute my use of the vocabulary "serious" in that context, but if a customer were to take this company to court for that lapse in the instructions that customer might just find a sympathetic judge.
Your feedack regarding the statement in the restart prompt is highly appreciated, Michael. The concerned team might consider working on it in the upcoming updates. Regarding the protection status after the update & before restarting the computer, you can be rest assured that the AVG components, AVG services running in background will carefully monitor the activities on your computer & protect it against emerging threats. Thank you for your understanding in advance!
The key word in my last post was "enhancement" which we will change to 'enhanced' and I have to assume that a new application version is an enhanced package to protect a computer and so it does not matter what the version that is being replaced does in the "background" it IS NOT going to be as "enhanced" in its ability to protect as the newest/latest application update could be in its ability to protect.
And it is interesting that you chose to use the vocabulary "emerging threats" because that new application is designed to do just that; deal with "emerging" threats and it could very well be a threat emerged that was the reason for the new application and so the computer is not protected from that newly emerged/discovered threat because the new application has not been activated.
Now we are not in the courtroom of any specific nation, but we sure are in the courtroom of public opinion and that is worldwide public opinion and if the employees at Avast can't see how this is starting to look negatively upon this company, then we shouldn't be relying on the same employees to be protecting us from some mighty smart bad people that write the code for the malware we are supposed to be getting protected from.
The bottom line, Dinesh Krishnan; the newest application we can activate on our computers is the best protection your company can provide. That is a fact. So where is that in the documentation which seems to be stating that the customer need not do anything when the application update system is in the automatic setting on a customer's computer?
Also, I am becoming less and less "assured" of your company's dedication to this job of protecting us, the longer these threads take to get my message across to you folks.
I have another thread about your absolutely awful Forum User Interface, and over there I have been very patient, weeks of patience, and here I suspect we will be well into 2020 before any executive in this company realizes that I am serious about getting results. Then we might think it will be 2021 before anyone in this company actually gets around to rewriting the book, IF they recognize there is a problem.
If you folks were players in some professional football league, you'd be way down at the bottom of the rankings when it comes to respect for the customer. I mean true respect by actions, not just words.
I know you contract workers work very hard to help the customers here, Dinesh Krishnan, but this is more than a simple request for help from you and your colleagues. This is an attempt to actually help your company do its stated job better.
Hello Michael. Thank you very much for your time and patience, and I apologize for the delayed follow-up. My name is Shawn, and I am writing to you on behalf of the AVG senior support team. I will gladly help you.
Your articulate feedback is very much appreciated, and I assure you, does not fall on deaf ears. Upon reviewing the exchanged dialogue, quite frankly, I too agree with your point that the interpretation of "No actions are required from you," is not correct.
Given your valued feedback, the referenced support page, https://is.gd/ZuYjiW, has since been revised to reflect proper interpretation of said comment. Furthermore, as you pointed out, the support page has been revised to include, "AVG needs to restart your computer" image(s), as applicable to the support page.
Let us know if there is anything else we may help you with. Regards, Shawn
Firstly, my apologies for the delay in acknowledging your work and post here in this thread.
As I am sort of rushing this response/post because I am late, you'll have to allow me a tad more time to review the changes your team made and then offer my thoughts as to the changes made.
But I admit that it does make a soul feel a tad better to see that the time and effort was of some value to others. That's the key point; helping other folks on the Net that might be using your products understand the phrasing and images used in the basic documentation that can frequently start their relationship with your company, possibly even before they download the software. Many times, of course, after they download your software. And possibly even more often, when an emergency has arisen and they are looking for answers.
So let me get back to you, please. I suspect it won't be within the next 48 to 72 hours, though.