Hi Kevin. Thanks for writing back.
I understand you pinpointed the disruption you are experiencing to your installed AVG Free AntiVirus subscription.
The purpose of my questions is to troubleshoot why this disruption occurred.
If you may please clarify the web address of the Amazon "Contact Us" you are trying to access. This will allow for me to try to replicate the disruption you are experiencing.
To access your Web Shield, from within AVG Free AntiVirus, click the Web & Email tile icon on the main AVG screen. Here you will be able to disable your web shield setting. Let me know how this works, if the disruption still occurs with the shield turned off.
I look forward to hearing from you. Regards, Shawn
I still can't get it to work right. Also, how can I remove my name from these posts?
Hi Dan. Again, thank you for writing back.
I understand your frustration, and I apologize for the continued disruption. Unfortunately, I have done all I can to help you with this concern. As I confirmed, our development team did determine the root disruption is caused by Amazon's backend not correctly handling tls1.3, of which we have reported the disruption to Amazon for corrective action. Beyond this approach, there is not much more we can do.
I understand my proposed work-around to create an exception, too is not working. You referenced your work around, of using a private Safari browser with Web Shield disabled, temporarily resolved the disruption, which for the time being may be the only available work-around solution, until Amazon resolves their backend disruption.
Thank you for being understanding. Regards, Shawn
Hi Dan. Again, thank you for writing back, and for providing a screenshot of the exception you are trying to set.
As my colleagues tried to suggest, not to include HTTPS in the URL address, but for it be written as: www.amazon.com, and to select HTTPS as the service.
The following AVG self help article, https://is.gd/OP0S24, provides clarifying instruction to set exceptions.
I trust this helps resolve your concern. Regards, Shawn
Hi Dan. Thanks for writing back and I apologize for my delayed response.
The exception work-around should have worked and is not the intended behavior that it is not working.
Can you take and share/upload a screenshot of the exception, will be most helpful.
I look forward to hearing from you. Thanks, Shawn
I did reinstall AVG Antivirus and once again the issue showed back up in all my browsers. So I uninstalled it again, cleared the cache and the problem was gone. Clearly, AVG is the issue.
As I have said over and over, nothing I did fixed the issue until I uninstalled AVG Antivirus. As far as web shield, I don't know never saw an option for that in the free AVG antivirus. My MacBook Pro is running macOS High Sierra 10.13.6.
And again, as I said before AVG had been working fine until several months ago. Something had to have changed in an update that caused the issue.
Shawn, We've gone over this again and again. How many times do I have to tell you that I've tried not including the HTTPS in the URL www.amazon.com address and selected HTTPS as the service. It still didn't work!!!
Hi Kevin. Thank you for writing back,
Given the nature of privacy, specific to your request to change or remove your AVG community profile name, I will write to you by email as associated to your AVG account.
Regards, Shawn
Hi Dan. Thanks for writing back.
As a follow-up, our development team was able to determine the cause for the disruption, which is specific to Amazon's backend not correctly handling tls1.3, and we will try and report this to Amazon for corrective action.
Specific to the temporary work around solution, to add an exception in AVG, to try creating an exception only for amazon.com (not the Contact Us URL).
Hopefully, sooner than later, Amazon, is able to resolve their backend disruption and the temporary work around solution works for you in the interim. All the Best, Shawn
Dan, thank you for sharing the screenshot.
I would request you to remove HTTPS in the URL and try to add the exception.
Hi Dan. Thanks for writing back.
I reviewed all of the exchanged dialogue, and there is no shared screenshot, as I requested, of the applied exception in AVG Internet Security.
The reason for asking for a screenshot, is to ensure you are applying the exception of, amazon.com, correctly, as it should work and is obviously not working as you have expressed.
Upon writing back, you may click the image icon in the response window, and can attach a screenshot of the applied exception.
The following self help article, https://is.gd/f9ffuo, provides instruction on how to create a screenshot. Or you can take a picture with your mobile phone just as well.
I look forward to hearing from you. Regards, Shawn
I've replied to you via email and still haven't heard back about changing my screen name.
Hi Kevin. Thank you for taking the time to write and I apologize for the delayed response. My name is Shawn and I am writing to you on behalf of the AVG Senior Support team. I will help you.
I understand your disruption is specific to accessing the Amazon contact us page. Is this the only site you are experiencing this specific disruption? Can you please share/reference the URL address?
Can you try to access the Amazon contact page using incognito (private browsing)? Alterntiavely, if you may disable the web shield, does this disruption still occur?
And lastly, what Mac OS are you using?
I look forward to your clarifying response. Regards, Shawn
Hi Kevin,
We're sorry for the inconvenience caused.
Let us reinstall AVG Antivirus on your Mac and check whether the issue occurs.
If yes, we can investigate further and identify the root cause.
Please refer this https://support.avg.com/SupportArticleView?urlname=Install-Mac-AVG-AntiVirus article and install AVG antivirus on Mac.
Keep us posted.
Avinah - As I've told Shawn in my previous reply, I already tried using "amazon.com", the exception took it but I still could not open the Contact Us page.
I'm getting very frustrated with you guys because we keep going back and forth. You guys keep asking me to try the same things that I've told you I already did. It's like you're not reading any of the previous posts.
You guys have already told me the issue is on Amazon's side and yet you keep telling me that making an exception should work, well it doesn't. You guys told me to use "amazon.com", you've even told me to use the Contact Us page on Amazon. None of them work.
Several months ago I noticed that when I tried to open the Amazon Contact Us page it wouldn't load correctly and indicated there was a problem on Amazon's side. But I had no problem opening it on my phone and others were able to access it on their computers. I was using the AVG free antivirus program on my 2010 13" MacBook Pro. Thinking it was a Safari issue I tried Firefox and Chrome, both couldn't access the page either. But when I uninstalled AVG and cleared the cache is all my browsers, then I could access the page with all the browsers. I'd like to have AVG back on my computer, so is there a setting or something that is making it so I couldn't access the Amazon contact us page?
I put Amazan.com in as the exception per your suggestion, but it didn't work and the Contact Us page still won't open.
I've emailed you numerous times and still nothing.