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Martin GreenlandMartin Greenland 

Email Shield interferes with Windows Live Mail

The Email Shield on my newly-installed Free Antivirus is preventing me sending and receiving emails successfully (Windows Live Mail on Windows 8.1)

On sending I get the error message:-
Your server has unexpectedly terminated the connection. Possible causes for this include server problems, network problems or a long period of inactivity.

Subject 'test meesage3'
Server: 'relay.plus.net'
Windows Live Mail Error ID: 0x800CCC0F
Protocol: SMTP
Port: 587
Secure(SSL): No
Socket Error: 10053

Incoming messages arrive but cannot be displayed.
When I disable the Shield, Live Mail works again.
Any suggestions for a fix?
Balasubramanian SBalasubramanian S (Avast) 
Hello Martin,

We realize the situation and request you to follow the steps as mentioned under this article.
Keep us informed about the status.
Martin GreenlandMartin Greenland
The article doesn't mention Windows Live Mail. I found some instructions elsewhere for importing a certificate and did that - but it hasn't solved the problem.
-980888528-980888528 (Avast)
We appreciate your efforts, Martin. 
Open AVG Antivirus Free -> Menu -> Settings -> Components -> Email Shield -> Customize -> Main settings -> Enable all three options if disabled or disable all if enabled. 
Close & reopen AVG and check the status. 
Martin GreenlandMartin Greenland
They were all enabled: I disabled them and Windows Live Mail worked ok.
AvinashAvinash (Avast) 
Thank you for checking it for us.

We'd request to enable them, click on SSL Scanning below Main settings and disable the SSL scanning to verify the issue.
Martin GreenlandMartin Greenland
Did that and Live Mail continues to work ok.
 
Priyanga SekarPriyanga Sekar (Sitel)

Thank you for your efforts, Martin. 
 

We will need to escalate this to our senior team by collecting log files from your PC. 

Before that, please remove the existing program of AVG from your PC and re-install it through our official website (https://www.avg.com/en-us/installation-files). 

Let us know the status.
Martin GreenlandMartin Greenland
Did the reinstallation (except I loaded the UK rather than the US version - is that significant?). Initially I got the usual error message, but after some disabling and reenabling and a restart Windows Live Mail is now working, with the Email Shield on and all 3 main settings + SSL Scanning on.

I hope that's it? If so, thank you to the team for your help.
AvinashAvinash (Avast) 
Martin, it is okay if you've downloaded the UK version.
We're glad to hear that the issue has been resolved. If you need anything else, do not hesitate to let us know.
Martin GreenlandMartin Greenland
I'm afraid the problem is back again this morning: a few messages arrived ok, but then I was unable to send anything and unable to read incoming messages. Tried disabling SSL and the 3 main settings but no good. I had to disable the full Email Shield for Windows Live Mail to resume.
-980888528-980888528 (Avast)
Martin, 
Sorry to hear that the issue persists. 
We have sent you an email with the link to collect logs required for escalation. 
Please follow that email to escalate it further. Our senior team will analyze it and get back to you via email. 
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