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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: kaylachan1990 on December 18, 2015, 12:55:06 AM

Title: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 18, 2015, 12:55:06 AM
For the past two days, Avast will suddenly say "You are un protected" and then either turn itself back on, or will do it when I click it. However every time it does this it stops my full system scan before it can scan full system and I fear this will cause it to not catch a virus. How to fix this? Also two of the five times this has happened a thing came up saying something wanted to turn avast off if I agreed to let it (it had an automatic timer that avast would say no for me thankfully.)
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: schmidthouse on December 18, 2015, 01:13:44 AM
You could try a 'Repair' of your Avast Installation: https://www.avast.com/faq.php?article=AVKB204 (https://www.avast.com/faq.php?article=AVKB204)
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 18, 2015, 01:23:27 AM
Hopefully this tip works! Thank you either way!
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: schmidthouse on December 18, 2015, 01:39:36 AM
You're welcome
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 18, 2015, 02:24:01 AM
Sadly the problem seems to be continuing, the part where it asks for a program to turn off avast seems to have stopped, but it is still suddenly going unprotected and stopping the full system and the quick scans.
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: Asyn on December 18, 2015, 08:50:04 AM
Attach your basic diagnostic logs. (MBAM, FRST and aswMBR)
Instructions: https://forum.avast.com/index.php?topic=53253.0
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: schmidthouse on December 18, 2015, 05:13:53 PM
Attach your basic diagnostic logs. (MBAM, FRST and aswMBR)
Instructions: https://forum.avast.com/index.php?topic=53253.0

Yes the starting and stopping of scans is worry-some and having the OS checked out for malware as Asyn has directed is definitely the way to go now :)
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 18, 2015, 05:35:24 PM
Okay, I'll try to work these things out and post the three results as soon as possible.
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 18, 2015, 11:18:51 PM
Okay finished all three scans and attached all four files. The good news is Malwarebytes didn't find any infected files so that's something. I don't know how to read other two scans though. I hope this info will help this problem get figured out!
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: essexboy on December 18, 2015, 11:20:46 PM
You still have Norton 360 installed and running

Quote
S3 SRTSP; C:\Windows\System32\Drivers\NISx64\1406000.01B\SRTSP64.SYS [796760 2013-05-16] (Symantec Corporation)
R3 SRTSPX; C:\Windows\system32\drivers\NISx64\1406000.01B\SRTSPX64.SYS [36952 2013-03-04] (Symantec Corporation)
R3 SymDS; C:\Windows\system32\drivers\NISx64\1406000.01B\SYMDS64.SYS [493656 2013-05-21] (Symantec Corporation)
R3 SymEFA; C:\Windows\system32\drivers\NISx64\1406000.01B\SYMEFA64.SYS [1139800 2013-05-23] (Symantec Corporation)
S4 SymELAM; C:\Windows\system32\drivers\NISx64\1406000.01B\SymELAM.sys [23448 2012-06-20] (Symantec Corporation)
R3 SymEvent; C:\Windows\system32\Drivers\SYMEVENT64x86.SYS [177312 2013-09-09] (Symantec Corporation)
R3 SymIRON; C:\Windows\system32\drivers\NISx64\1406000.01B\Ironx64.SYS [224416 2013-03-04] (Symantec Corporation)
R3 SymNetS; C:\Windows\System32\Drivers\NISx64\1406000.01B\SYMNETS.SYS [433752 2013-04-24] (Symantec Corporation)
https://support.norton.com/sp/en/uk/home/current/solutions/kb20080710133834EN_EndUserProfile_en_us

Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 18, 2015, 11:39:37 PM
Okay, will uninstall that and see if that helps, but that's been automatically on this computer since I got it out of box. Never had trouble before. Hoping that is the reason though!
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 19, 2015, 02:50:00 AM
The problem is still persisting. While getting rid of Norton seems to have made the program work LONGER and doing it at 35% instead of somewhere between 0% and 20% it's still doing it.
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: Rednose on December 19, 2015, 03:02:24 AM
Hi kaylachan1990 :)

Perform a fresh scan with Farbar Recovery Scan Tool and attach the FRST.txt file to your next reply.
essexboy will help you further.

Greetz, Red.
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 19, 2015, 03:40:00 AM
Alright, finished the rescan!
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: Rednose on December 19, 2015, 03:45:52 AM
I have send essexboy a pm to remind him.

Greetz, Red.
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: essexboy on December 19, 2015, 12:13:54 PM
Did you notice what file the scan stopped at ?

CAUTION :  This fix is only valid for this specific machine, using it on another may break your computer

Open notepad and copy/paste the text in the quotebox below into it:
 
Quote
CreateRestorePoint:
Toolbar: HKLM - No Name - {318A227B-5E9F-45bd-8999-7F8F10CA4CF5} -  No File
Toolbar: HKLM - No Name - {CC1A175A-E45B-41ED-A30C-C9B1D7A0C02F} -  No File
CHR HKLM\...\Chrome\Extension: [bejnhdlplbjhffionohbdnpcbobfejcc] - C:\Program Files (x86)\Norton Internet Security\Engine\20.6.0.27\Exts\Chrome.crx <not found>
CHR HKLM-x32\...\Chrome\Extension: [bejnhdlplbjhffionohbdnpcbobfejcc] - C:\Program Files (x86)\Norton Internet Security\Engine\20.6.0.27\Exts\Chrome.crx <not found>
2015-12-02 20:34 - 2015-12-02 20:34 - 00003082 _____ C:\WINDOWS\System32\Tasks\{A33CB788-EBEF-49F3-A32E-89E8C38F9A9F}
C:\Program Files (x86)\Norton Internet Security
Reg: reg delete HKLM\SOFTWARE\Policies\Microsoft\Windows\IPSec\Policy\Local /f
Reg: reg add HKLM\SOFTWARE\Policies\Microsoft\Windows\IPSec\Policy\Local /f
RemoveProxy:
EmptyTemp:
CMD: bitsadmin /reset /allusers

 
Save this as fixlist.txt, in the same location as FRST.exe
(https://dl.dropboxusercontent.com/u/73555776/FRSTfix.JPG)
Run FRST and press Fix
On completion a log will be generated please post that
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: schmidthouse on December 19, 2015, 05:13:03 PM
Okay, will uninstall that and see if that helps, but that's been automatically on this computer since I got it out of box. Never had trouble before. Hoping that is the reason though!

You were lucky, it's never a good idea to run more then one Anti virus

In addition to the assistance already provided please read:
https://blog.kaspersky.com/multiple-antivirus-programs-bad-idea/2670/ (https://blog.kaspersky.com/multiple-antivirus-programs-bad-idea/2670/)
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 19, 2015, 06:58:43 PM
@ essexboy  Alright ran the scan and restarted computer as it prompted (attaching it) Hope this helps with fixing this issue.

Edit: The Avast? No, it seems to stop at different % places each time, but it happens so fast I have no way of seeing.

@ schmidthouse Thank you for the link, I never had it running though, or to my knowledge it never was. I had everything but the 360 thing uninstalled, thankfully I was shown how to remove that part and if it get installed on any other devices I now know how!
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: essexboy on December 19, 2015, 07:53:27 PM
I have just cleared 11GB of junk could you run a scan now and see how it goes
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 19, 2015, 08:02:43 PM
Okay will do, this may take quite a few hours depending on if it goes full through or it decides to cut off at a high %. I will update how it goes as soon as possible.
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 20, 2015, 01:52:02 AM
The scan seemed to have worked fine and had to go do some work, but now that I'm home to watch it, going to run it again, will update if it doesn't.
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 20, 2015, 03:28:28 AM
Okay, sadly that has not fixed it. What is the next step I need to take?
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 20, 2015, 08:59:29 AM
Update: now sometimes, but not all when I try to scan it says "Unable to start scan. There are no more endpoints from endpoint mapper."
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: essexboy on December 20, 2015, 11:33:48 AM
Did you run the Norton removal tool ?  https://support.norton.com/sp/en/uk/home/current/solutions/kb20080710133834EN_EndUserProfile_en_us

As that error is usually due to two AV's running
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 20, 2015, 08:37:57 PM
Yes, I ran that the day before yesterday actually, and it is gone. But after that and what you had me do with the FRST fix the problem still persists.
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: Pondus on December 20, 2015, 08:40:03 PM
attach a fresh frst log for essexboy to see

Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: essexboy on December 20, 2015, 09:03:37 PM
Prior to that lets try a clean install

Download Avast Uninstall Utility (http://www.avast.com/en-gb/uninstall-utility) to your Desktop.
Download the correct version of Avast 
Avast Free (http://files.avast.com/iavs9x/avast_free_antivirus_setup.exe)
Avast Pro (http://files.avast.com/iavs9x/avast_pro_antivirus_setup.exe)
Avast Internet Security (http://files.avast.com/iavs9x/avast_internet_security_setup.exe)
Avast Premier (http://files.avast.com/iavs9x/avast_premier_antivirus_setup.exe)
Disconnect from the net
Uninstall Avast via control panel

----------
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 20, 2015, 09:14:53 PM
Alright I will try this, this may take awhile, I will update you when I know what happens. (After I reinstall and try to run a scan)
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 21, 2015, 12:58:06 AM
Followed uninstall steps and reinstalled, it's uhm... half fixed? When the scan stops now, it's not turning off avast to do it, it's just stopping the scan and when I did the quick scan went unprotected AFTER the scan stopped. I will get the frst fix log done as soon as it allows me, but thought I would post this update incase the fact that it's acting a bit different means I need to do something else next.


Edit: Editing this to attach the fix log!
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: essexboy on December 21, 2015, 03:59:30 PM
OK it may be something interfering with Avast ... Lets see if we can confirm that

In the search box type Msconfig and select the programme that appears at the top

1.In the System Configuration Utility dialog box, click Selective Startup on the General tab.
(https://dl.dropboxusercontent.com/u/73555776/Cleanboot1.JPG)
2.Click to clear the Load Startup Items check box.
NoteThe Use Original Boot.ini check box is unavailable.
3.Click the Services tab.
4.Click to select the Hide All Microsoft Services check box.
(https://dl.dropboxusercontent.com/u/73555776/cleanboot2.JPG)
5.Click Disable All, and then click OK.
6. Now replace the tick in the Avast antivirus box
7.When you are prompted, click Restart.


Now run a scan ... does that work properly
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 21, 2015, 11:29:37 PM
Okay did steps, running scan now, will edit this post once I know what it's going to do.


Edit: It seemed to get longer in scan, though I don't know if that was due to what I fixed, however it still temporality went unprotected and stopped scan.


Edit 2: A friend of mine who knows some about computers but not much, said for me to ask if a system refresh would work, she said ask about restore also but my restore point was made after the issue started. And also to ask if a complete system reset would work.
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: essexboy on December 22, 2015, 03:37:32 PM
As you have 8.1 you can upgrade to windows 10 which will give you a fresh install of windows but retain your data
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 22, 2015, 05:52:32 PM
I will try that, the download file is massive so I worry that with my internet speed how it is that it may take ages, but I will try it. Is there any other option I could try before any of those steps?
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: essexboy on December 22, 2015, 06:28:10 PM
This is how to refresh 8.1  http://www.dummies.com/how-to/content/refreshing-your-windows-81-pc.html
Title: Re: Avast says unprotected then starts it back but cancels the scan.
Post by: kaylachan1990 on December 22, 2015, 06:42:51 PM
Alright, thank you for your help, I'll either do that or the complete swipe (on the one hand that one will give me a brand new computer haha) But either way, thank you for helping me with all of this and hopefully these options will work.