Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Beta - Avast => Topic started by: lukas.hasik on February 18, 2015, 09:52:45 AM
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Hi Beta testers,
we improved the usability and functionality of our avastSupport.exe tool.
What is new
- New GUI
- Check of most common Avast issues
- Detecting that Avast is installed
- Detecting that latest version of Avast is installed
- Verification that Avast service is running - if not then try to start it automatically
- Check of license/registration - to help in cases when license/registration is expired
- Detecting if other AV is installed
- Languages support - English, Czech (but other are coming soon)
Download link - http://public.avast.com/supp/util/avastsupportR2.exe (http://public.avast.com/supp/util/avastsupportR2.exe)
Comments, issues are welcome!
Lukas
Note - FAQs are not synchronized as this isn't final version...
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new version available
- contains some fixes - e.g. avast service start and license check work correctly now
- contains new languages - Spanish, Portuguese, French, German, Russian, Italian, Polish, Czech
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A bit Off Topic :)
As I understand we can ask forum visitors too to use this tool when needed ? ( I understand the tool, have the link to the description etc. )
Because as far I understand earlier, it should only be used on request of Avast! Support. But maybe I am wrong here :-\
Greetz, Red.
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It took about 2 mins to analyze my sys and to send the package. Very easy to use.
My download automatically chose Spanish but every word in the UI was in English and with the ? missplaced. After changing to English and then back to Spanish, the UI showed all in Spanish.
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Yes, the tool is very easy to use :) But this was the interesting post :
To report BSODs, crashes or any other none trivial problems please use new SupportPackage generating tool.
- http://public.avast.com/supp/util/avastsupportR2.exe
Instructions how to use it can be easily found:
- https://www.avast.com/en-us/faq.php?article=AVKB33#artTitle
Greetz, Red.
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A bit Off Topic :)
As I understand we can ask forum visitors too to use this tool when needed ? ( I understand the tool, have the link to the description etc. )
Because as far I understand earlier, it should only be used on request of Avast! Support. But maybe I am wrong here :-\
Greetz, Red.
Yes, Rednose.
Feel free to let Avast users to use it. So far, it only uploads the package to Avast FTP. However for future we plan to automatically create new support tickets from those packages - however most probably just for paying users. Goal is to improve the customer service.
This tool will work for Free users as well but it will be up to Avast to decide what to do with free user package. But that;s great source of logs, dumps etc. for analyses of the issues.
Please, wait before using it for "release" users till this build is released to production. It will then appear at the regular URL http://public.avast.com/supp/util/avastsupport.exe
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It took about 2 mins to analyze my sys and to send the package. Very easy to use.
My download automatically chose Spanish but every word in the UI was in English and with the ? missplaced. After changing to English and then back to Spanish, the UI showed all in Spanish.
- strange that it didn't show up in Spanish. We'll need to check it. What is locale on your OS?
- about the "?" - it's as designed. As this tool will be used even by "non-techies" we don't want to bother them with too many details. The details are there for advanced user however they are more hidden
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Spanish(Venezuela), but my locale for programs no unicode is Spanish(Spain). If I do not set it like this, my Spanish keyboard does not work the right way.
Like I said it did open with the Spanish tag as shown in the capture. I only had to switch it to English and Spanish again and everything was shown in Spanish as it should have been.
Thanks.
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Please, wait before using it for "release" users till this build is released to production. It will then appear at the regular URL http://public.avast.com/supp/util/avastsupport.exe
Clear, I ( we ) will do that :)
Greetz, Red.
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Spanish(Venezuela), but my locale for programs no unicode is Spanish(Spain). If I do not set it like this, my Spanish keyboard does not work the right way.
Like I said it did open with the Spanish tag as shown in the capture. I only had to switch it to English and Spanish again and everything was shown in Spanish as it should have been.
Thanks.
I uploaded new version to the same location - http://public.avast.com/supp/util/avastsupportR2.exe
This issues should be fixed
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New version available
- several minor fixes e.g. locales recognition, issues with DPI
- check starts automatically after start
- links to FAQs are localized too
- default buttons - Enter+ESC
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First time used this tool. Worked fine and fast took me around 2 minutes to send support packages. Easy to use and understand. Thanks Lukas.hasik for releasing this awesome tool. By the way, is this tool still in Beta or it's the final version?
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First time used this tool. Worked fine and fast took me around 2 minutes to send support packages. Easy to use and understand. Thanks Lukas.hasik for releasing this awesome tool. By the way, is this tool still in Beta or it's the final version?
still in Beta. I'm waiting for final testing. However I'm not aware of any critical bug so far ;)
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Awesome. Hope final testing and release of final version is nearby. This tool should be bug free ;)
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Awesome. Hope final testing and release of final version is nearby. This tool should be bug free ;)
statistics says there is nothing like bugless software ;)
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Awesome. Hope final testing and release of final version is nearby. This tool should be bug free ;)
statistics says there is nothing like bugless software ;)
Agreed 100% :). Today I have found one minor bug in the latest version of Avast Free and reported it via AvastSupport.exe. Let me find software bugs inside avastSupport.exe and I will kick them out lol... we all will wait for the final release :). Out of all the antivirus i.e. McAfee, MSE, Norton, and etc that I have used so far in many years. I sticked to Avast since version 7 and since then till now I don't have any regrets. Avast is awesome in it's main program (Avast antivirus), an awesome forum, and it's support to it's customers.
Equation: Awesome antivirus+awesome support+awesome forum=happy customers :).
Goodnight. Have an awesome week Avast Team :).
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Every time I run the tool I get this error.
Greetz, Red.
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Every time I run the tool I get this error.
Greetz, Red.
Could you try to go to Options and turn off the "Automatically send to AVAST" check box?
12029 means that server cannot be contacted. There are two actions when server is contacted now - 1) check the latest version 2) upload the generated package to FTP
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Yes that worked :)
I did in fact turned that off in the previous versions tests.
Wanted to do the full test now, and didn't realise that would cause the error.
Greetz, Red.
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Yes that worked :)
I did in fact turned that off in the previous versions tests.
Wanted to do the full test now, and didn't realise that would cause the error.
Greetz, Red.
Hi Rednose,
please, can you try find a support.log in your user folder and read what is going wrong with connection to the ftp server?
Support log is located in:
\Users\[user name]\AppData\Local\AvastSupport\support.log
thanks,
vladimir
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This is what you need ?
Last scan with the error :
6-3-2015 13:16:12:691 InitSupport
6-3-2015 13:16:12:707 Start generating support package: "C:\Users\Erik\AppData\Local\AvastSupport\20150306_1216_F1XHR_3491510297.zip"
6-3-2015 13:16:39:149 Win32 error: Het systeem kan het opgegeven pad niet vinden. (AddDirToArchive persistent data)
6-3-2015 13:16:39:289 Win32 error: Het systeem kan het opgegeven pad niet vinden. (AddDirToArchive Business\var\)
6-3-2015 13:16:39:289 Win32 error: Het systeem kan het opgegeven pad niet vinden. (GetLatestFromDir, directory: C:\Windows\Minidump)
6-3-2015 13:16:39:289 End generating support package
6-3-2015 13:16:39:305 Cleaning
6-3-2015 13:16:39:305 RpcDestroyBinding failed
6-3-2015 13:17:00:334 Cannot connect to server ftp6.avast.com [error: 12029].
Greetz, Red.
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This is what you need ?
Last scan with the error :
6-3-2015 13:16:12:691 InitSupport
6-3-2015 13:16:12:707 Start generating support package: "C:\Users\Erik\AppData\Local\AvastSupport\20150306_1216_F1XHR_3491510297.zip"
6-3-2015 13:16:39:149 Win32 error: Het systeem kan het opgegeven pad niet vinden. (AddDirToArchive persistent data)
6-3-2015 13:16:39:289 Win32 error: Het systeem kan het opgegeven pad niet vinden. (AddDirToArchive Business\var\)
6-3-2015 13:16:39:289 Win32 error: Het systeem kan het opgegeven pad niet vinden. (GetLatestFromDir, directory: C:\Windows\Minidump)
6-3-2015 13:16:39:289 End generating support package
6-3-2015 13:16:39:305 Cleaning
6-3-2015 13:16:39:305 RpcDestroyBinding failed
6-3-2015 13:17:00:334 Cannot connect to server ftp6.avast.com [error: 12029].
Greetz, Red.
yes, thanks a lot.
No new info is included.
Support package is uploaded via SFTP, this might be a problem...
Could you try to ping to ftp6.avast.com?
regards
vl.
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Here you go.
( Having some problems with attachments in the sandboxed browser. Different problem lol )
Greetz, Red.
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Just generating a test file now. I am not having any problems as usual :)
File name 20150306_1351_IGW2K_3194315567.zip
Package ID : IGW2K
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I found the problem :)
It is Avast! SecureLine that is causing this.
- With SecureLine on I get the error.
- With SecureLine off all goes well.
I double checked it !
Greetz, Red.
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I found the problem :)
It is Avast! SecureLine that is causing this.
- With SecureLine on I get the error.
- With SecureLine off all goes well.
I double checked it !
Greetz, Red.
Great work!
thanks
vladimir
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It took about 2 mins to analyze my sys and to send the package. Very easy to use.
My download automatically chose Spanish but every word in the UI was in English and with the ? missplaced. After changing to English and then back to Spanish, the UI showed all in Spanish.
- strange that it didn't show up in Spanish. We'll need to check it. What is locale on your OS?
- about the "?" - it's as designed. As this tool will be used even by "non-techies" we don't want to bother them with too many details. The details are there for advanced user however they are more hidden
No problem found. Language issue fixed.
Generated and sent report # 20150306_2150_RFHBY_912214455.zip
Good job. Thanks.
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Any idea why SecureLine is causing a problem with this tool ?
Greetz, Red.
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I have SecureLine running and have no errors ???
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If everyone had the same problem, there would be no fun in Beta testing Bob ;)
Greetz, Red.
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Ok, interesting :)
I did some further testing :
Nomaly I use the Frankfurt SecureLine server, which is outside my country ( The Netherlands ) and I still have the error there.
But when I switch to the Amsterdam SecureLine server in The Netherlands, there is no problem with the tool !
I have send Bob a pm if he can do some further testing too.
Greetz, Red.
EDIT : I checked it also with the Prague SecureLine server, and get the error. Back to the Amsterdam SecureLine server, and no problem !
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Ok, interesting :)
I did some further testing :
Nomaly I use the Frankfurt SecureLine server, which is outside my country ( The Netherlands ) and I still have the error there.
But when I switch to the Amsterdam SecureLine server in The Netherlands, there is no problem with the tool !
I have send Bob a pm if he can do some further testing too.
Greetz, Red.
I can confirm the problem with the Frankfurt Server. Dallas works like a charm. :)
EDIT : I checked it also with the Prague SecureLine server, and get the error. Back to the Amsterdam SecureLine server, and no problem !
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Ok, there is definitely a problem.
Bob gave me his testing results, and his permission to post it :
Greetz, Red.
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What exactly does this tool do? If would be nice if it was explained in the OP.
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What exactly does this tool do? If would be nice if it was explained in the OP.
To report BSODs, crashes or any other non trivial problems please use new SupportPackage generating tool.
If you are experiencing problems with avast it gathers technical data to help the developers analyse and hopefully resolve the problem without having to ask users to gather the data/logs, etc.
URL link to tutorial on Reply #4 - quoting another topic.
Check out the Instructions how to Generate an avast! support package see: https://www.avast.com/faq.php?article=AVKB33#idt_01 (https://www.avast.com/faq.php?article=AVKB33#idt_01).
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What exactly does this tool do? If would be nice if it was explained in the OP.
To report BSODs, crashes or any other non trivial problems please use new SupportPackage generating tool.
If you are experiencing problems with avast it gathers technical data to help the developers analyse and hopefully resolve the problem without having to ask users to gather the data/logs, etc.
URL link to tutorial on Reply #4 - quoting another topic.
Check out the Instructions how to Generate an avast! support package see: https://www.avast.com/faq.php?article=AVKB33#idt_01 (https://www.avast.com/faq.php?article=AVKB33#idt_01).
New FAQ and the tool are in production! - https://www.avast.com/en-us/faq.php?article=AVKB33#artTitle
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Question :)
Should we only ask with BSOD's for a full memory dump, or with other ( which ? ) issues as well ?
Greetz, Red.
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Hi Red!
Full memory dumps are usually used just for BSOD analysis, some exceptions can occur ,)
Cheers,
B.
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Hi,
That is what I thought :)
Thnx for the conformation !
Greetz, Red.
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Question :)
Should we only ask with BSOD's for a full memory dump, or with other ( which ? ) issues as well ?
Greetz, Red.
A major point is that by default I think that only mini-dumps are created. The user would have to have changed the default settings to include the kernel memory dump, which is the memory.dmp file.
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A major point is that by default I think that only mini-dumps are created. The user would have to have changed the default settings to include the kernel memory dump, which is the memory.dmp file.
That is why it is important we give users the right directions.
Also that they don't have to make a ticket, but just post the Support Package File ID in their reply.
Greetz, Red.
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What's up guys :). I have a strange question to ask. Couple of weeks ago I used this tool to generate support package to send some log files to avast and I was given an File ID. Reported to one of the avast team here in this forum and gave him the file ID of the support package and he said he couldn't find my file in the system?
Any clues or ideas of what had happened?
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What's up guys :). I have a strange question to ask. Couple of weeks ago I used this tool to generate support package to send some log files to avast and I was given an File ID. Reported to one of the avast team here in this forum and gave him the file ID of the support package and he said he couldn't find my file in the system?
Any clues or ideas of what had happened?
Hey, Static.
I can only guess what happened but the fact is that the new support tool (R2) uses different ftp than the old one, maybe that was the problem.
Keep it rocking,
B.
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I have sent another new support package. File ID: W2S7H. Please double check this again. Thanks.
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I can see it here :) what is your problem?
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Something to do with a new problem which exited in the two previous version of Avast 2015 and I was the one to discover it and reported it, but my reported bug was ignored by avast and this bug still exist in the latest version that I have installed. I have given a detailed description about the bug in the the AvastSupport.exe in the message dialog box.
I have also generated a support ticket just in case my reported support packaged failed to transfer it to the new ftp server. Support ticket #BYU-790-31187.
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Hi Static guy,
thank you for report, i have assigned your ticket directly to responsible person.
Keep it on,
B.
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Thanks. Much appreciated Endt :)
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new version is again available at http://public.avast.com/supp/util/avastsupportR2.exe
Fixes for
- having difficulties with packing full memory dumps
- setup.log missing in support package
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Also with this version I have to disable the SecureLine VPN connection to the Dortmund server.
Greetz, Red.