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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: rand5 on May 09, 2016, 12:32:46 AM

Title: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 09, 2016, 12:32:46 AM
Everything was humming along beautifully. A popup notified me of an update, so I ran it. Immediately after I could no longer connect my PC to my network (in my office). I NEVER had that problem until the update ran. I called for support (I have had the paid version for 2 years), and a tech rep politely scanned my PC and in 2 minutes informed me that "my pc had not updated Avast for 2 years (not true!), I had someone else controlling my pc , but it's "not a virus, exactly", (NOT TRUE!), I could not have any other malware or Panda on my pc (Neither was running!), and I needed a professionally trained tech to clean my pc up", for $120 one time or $180 for a year. WHAT?!?!?!
I paid for this version, I had no issues until the update, clearly the update changed some sort of internal setting not allowing me to reconfigure my network settings, and I cannot connect to my network at all. Yet I am told I would have tech support when I bought this software. NO one said I had to pay MORE. To fix an issue THEY created. And then tried to scam me into purchasing tech help. Really Avast?!?! The language used by your techie was what I heard when my wife told me "Microsoft" called and said she had a virus and they could clear it for $250!!

So now I am left with a huge problem and I am going to have to pay to clear it????

Is there anyone on this forum that can help me restore my computer to function properly with my network again??

Thank you if there is -
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: Pondus on May 09, 2016, 12:42:01 AM
Quote
I could not have any other malware or Panda on my pc
Do you have Panda and avast installed?

Uninstalling a third-party antivirus software  >>  https://www.avast.com/faq.php?article=AVKB11#artTitle


Why Using Multiple Antivirus Programs is a Bad Idea  >>  https://blog.kaspersky.com/multiple-antivirus-programs-bad-idea/2670/
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: Pondus on May 09, 2016, 12:44:26 AM
we need som diagnostic logs

See instructions here  >>  https://forum.avast.com/index.php?topic=53253.0
Scroll down to second picture > Farbar Recovery Scan Tool < Run as instructed and attach the two diagnostic logs


See below the box you write in ... Attachments and other options

When done, Essexboy will have a look tomorrow


Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 09, 2016, 04:23:31 AM
Pondus,
Thank you for the quick and detailed reply. I will have to wait until tomorrow when I am at work to run the programs. I did read your link re: multiple anti-virus programs. Tell me, does this apply even when the Panda is on the pc but not running? Perhaps it IS running in the backround?? In any event, I get it :-) . I will delete Panda. I already have Malwarebytes loaded, so that 's good.
Thanks again for your help and getting me pointed in the right direction.
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: mchain on May 09, 2016, 06:13:58 AM
Best thing about Pondus' help is that his and essexboy's help is free. 

Don't worry, you are in good hands.  Once you attach the requested logs expect an answer.
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: Eddy on May 09, 2016, 07:20:53 AM
Yes, even having multiple av's installed can cause all kinds of not wanted issues.
For that they don't have to run (in real time).
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 09, 2016, 03:27:10 PM
OK, I deleted Panda (through "uninstall", and then through the link I was directed to, for a thorough delete). I also had CCCleaner installed so I deleted that as well. Malwarebytes was already there, and I used that as instructed. I ran the rest of the programs as directed, see attached logs.
I will post additional logs in the next email.

Thanks for having a look at all this for me. I appreciate the work!
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 09, 2016, 03:29:03 PM
Attached are the rest of the logs.  If you need anything more let me know.
Thanks!
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: essexboy on May 09, 2016, 03:50:35 PM
What version Avast do you have is it AIS ?

If so are your setting as in the screencap below

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:
2016-05-09 08:06 - 2016-05-09 08:06 - 00000000 ____D C:\ProgramData\Panda 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:
CMD: netsh advfirewall reset
CMD: netsh advfirewall set allprofiles state ON
CMD: ipconfig /flushdns
CMD: netsh winsock reset catalog
CMD: netsh int ip reset c:\resetlog.txt
CMD: ipconfig /release
CMD: ipconfig /renew
CMD: netsh int ipv4 reset
CMD: netsh int ipv6 reset
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: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 09, 2016, 05:59:36 PM
Hi Esexboy,

I had an issue after the reboot. I got an error message referring to  a VPN, and it mentioned Cisco, but I cannot give you the exact language. I hope you know why that happened.

I am attaching the log as requested. I sure hope this can be resolved! Thanks for your help.

Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: essexboy on May 09, 2016, 06:46:28 PM
Could you reboot please and let me know if the message re-appears
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 09, 2016, 09:18:47 PM
It did. Here is the gist of what I am seeing:
A box is there, and across the top it says: Cisco Systems VPN Client 5.0.07.0290; inside the box it says: The setup must update files or services that cannot be updated while the system is running. If you choose to continue a reboot will be required to complete the setup.
2 buttons below : (OK) (Cancel)
I hit (OK) and it goes to another window that says: "Please wait while windows configures Cisco Systems VPN Client 5.0.07.0290"... it then stops and another box shows up, saying:"The feature you are trying to use is on a network resource that is unavailable. Click OK to try again, or enter an alternative path to a folder containing the installation package VPNclient_setup.msi in the box below". (A dropdown box).

I click (OK) and get this message: " The path C:\users\rand\appdata\local\temp\WZSE0.TMP\VPNclient_setup.msi cannot be found. Verify that you have access to this location and try again, or try to find the installation package VPN Client 5.0.07.0290 in  folder from which you can install the product Cisco Systems VPN client 5.0.07.0290.

I click on OK, and it goes to the previous window with the dropdown box. When I click on OK again at this window, I get another box that says: Error 1706 no valid source could be found for product Cisco System VPN client 5.0.07.0290. Windows installer cannot continue. The box then disappears, and that is the end of the procedure.

*whew* - I  think I got it all!
Rand
PS: Yes, it is the AIS version.
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: essexboy on May 09, 2016, 10:42:46 PM
The file it is after is here http://www.asc.edu/downloads/CiscoVPN/Windows/older_versions/vpnclient-win-msi-5.0.07.0290-k9.exe  download it to your desktop and then direct it to that when you reboot
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 10, 2016, 12:23:47 AM
No joy  :(

First try, I let it download and installed it where it wanted to be (Temp file), then moved it to my desktop. It was a zipped file so I unzipped it, but never saw the unzipped files anywhere. I tried directing the install to the file but it would not do anything. So I rebooted and saved the zipped file to my desktop as you asked. Again I tried to unzip it but no luck, I don't see the files anywhere.
I tried again after another reboot, directing the file to my desktop. It is a zipped file. I unzipped it, but when I directed the program to the desktop I got this message:
The file 'C:\Users\Rand\Desktop\vpnclient_setup.msi' is not a valid installation package for the product Cisco System VPN Client 5.0.07.0290.
Try to find the installation package 'vpnclient_setup.msi' in a folder from which you can install Cisco System VPN Client 5.0.07.0290.
After I cancel, I get that same error code as previous.
I must be doing something wrong???

Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: bob3160 on May 10, 2016, 12:49:03 AM
I downloaded and un-zipped the file and as you can see the filed asked for is part of what is available after the compressed file is un-zipped:
(http://screencast-o-matic.com/screenshots/u/Lh/1462834072389-11199.png)
I did get a warning from Avast that the compressed .exe was a new file and I needed to allow it to
finish downloading.
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 10, 2016, 01:07:14 AM
Hey Bob,
Thanks for that screen shot. I don't know why I could not find the unzipped files after I downloaded and unzipped. I actually tried it 3 or 4 times, and unzipped it every time, but could not find the files you are showing me.
I have left the office for the evening now, but I will investigate and try again tomorrow.

It's frustrating to me that I have to do all this after a simple Avast update. I am trying to accomplish this at work between the spaces I have available during the work day, so it's difficult at times to stay focused and remember what I am trying to do!
On the other hand I am very relieved to find this forum and have good folks that understand all this try to help me out. The efforts are much appreciated.
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: bob3160 on May 10, 2016, 01:14:09 AM
Hey Bob,
Thanks for that screen shot. I don't know why I could not find the unzipped files after I downloaded and unzipped. I actually tried it 3 or 4 times, and unzipped it every time, but could not find the files you are showing me.
I have left the office for the evening now, but I will investigate and try again tomorrow.

It's frustrating to me that I have to do all this after a simple Avast update. I am trying to accomplish this at work between the spaces I have available during the work day, so it's difficult at times to stay focused and remember what I am trying to do!
On the other hand I am very relieved to find this forum and have good folks that understand all this try to help me out. The efforts are much appreciated.
Rand
I use 7Zip (http://www.7-zip.org/) to unzip and simply right clicked the downloaded .exe file and allowed it to unzip it to the vpnclient-wim-msi-5.0.07.0290-k9 folder within my Downloads folder.



Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 10, 2016, 01:32:15 AM
Bob,
As a comparison, I downloaded and unzipped the file here at home just to see. I found the files right away, but some of them.. the important ones apparently... did not have the same extensions as I see yours did. In hindsight I think that's why it didn't work at the office. For instance, the windows installer I see here after downloading and unzipping, does not have the ".exe" extension. Same for the ones you show with the ".ini" and ".msi", which is the one I think is most important.
Thinking about what I did in the office (it was the last thing I was doing before I had to leave, so I was sort of rushing through it),  I actually finally did find the file and tried to use it as it showed, with the download name after unzipping, "vpnclient_setup", without the ".exe" extension. The program did not recognize it without the extension. Can I just add the extension to the name? I wonder why my downloaded files do not have those extensions? The other files seem to have the proper extensions, just the 3 ending in exe, ini and msi.
Thoughts??
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: mchain on May 10, 2016, 08:59:27 AM
Issue here may be a Microsoft default setting set to hide common file extensions such as .exe, .jpg, .doc, etc.,.

Control Panel>Appearance and Personalization>File Explorer Options

See two pictures attached below:

For the second picture, untick the box to show all file extensions.  Microsoft has this set to not show common file types such as .exe files and so on.  Your missing file extension should be visible now once you make this change. 
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: bob3160 on May 10, 2016, 02:52:06 PM
Depending on the version of Windows, In Windows 8.1 and 10 you can also get to that function
Via the File Explorer (Explorer):
(http://screencast-o-matic.com/screenshots/u/Lh/1462884509559-99761.png)
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 10, 2016, 06:24:53 PM
OK, I have Windows 7. I did everything as instructed. I now see the extensions (thank you!), tried to direct the program to open as before, and I now get :
error 28011 : Windows 64-bit is not supported by Cisco Systems VPN CLient 5.0.07.0290"   :-[
Sorry everyone, but I keep hitting stone walls.
I have to leave the office and won't be back until tomorrow, but I do have gotomypc and can try any other suggestions later on from home, if possible.

Thanks once again....
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: essexboy on May 10, 2016, 06:55:54 PM
64 bit link http://www.asc.edu/downloads/CiscoVPN/Windows/older_versions/vpnclient-winx64-msi-5.0.07.0290-k9.exe
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 11, 2016, 02:20:31 PM
OK, it seems when I downloaded this file it opened and installed by itself. I rebooted and I can still see all the PC's on my network but I cannot connect to any. THe message comes up  that the path cannot be found when I try to map my network. My pc still recognizes the network, sees all the other computers and I can even hit the internet through the network (as I am doing now), but I cannot connect to the server or the other pc I need to do my work at my desk.
What do I do next?
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 11, 2016, 02:29:53 PM
More info that might help......
In control Panel \ network and internet \ network map, I can hover over each pc and see the info about them (name and 4 lines of different addresses). I can right click and try to open, connect with remote connection or create a shortcut, but when I try to connect the message comes up: "Windows cannot access [\\server .....], check connection, etc....."
So I can se the entire netwoek but I cannot seem to access or connect to any of the pc's needed.
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: essexboy on May 11, 2016, 03:37:06 PM
Did you set AIS firewall as shown previously
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 11, 2016, 04:09:56 PM
Hmmm, not really sure exactly what you mean... I did run frst again after successful install of the Cisco Systems progran for VPNclient. It generated the attached fix log. I hope that's what you mean ;D .

Thanks,
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: essexboy on May 11, 2016, 04:38:11 PM
Ok under setting > active protection > firewall
Do you have the settings as per the screenshot
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 11, 2016, 06:23:46 PM
Well now it gets weird....
Under "Settings" / "Tools" my Firewall shows as 'on', I customize it, hit 'ok', then go back and the customizing (checking off the 3 boxes) doesn't hold.

I f I go under "Tools" / "Firewall", it is asking if I want to set up the firewall for my network. If I try to turn on the firewall in this screen, it says "unable to start Firewall!"

Under "Settings" / "Active Protection" it show the firewall to be off, and will not allow me to turn it on; also resetting the customize window does not hold the check off boxes.

Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: essexboy on May 11, 2016, 08:46:54 PM
OK first I would suggest that you repair Avast to try and cure the firewall problem

Go to Control Panel > Programs and Features
Select Avast and on the menu select repair
Follow the prompts and reboot on completion.

Then reset the firewall settings
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 11, 2016, 10:53:55 PM
OK, I did reset the firewall after the Avast repair, and everything there seems to be fine now.
Unfortunately I checked and still cannot connect to any of the PC's in the network.
I assume there is a next step?   ;D
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: essexboy on May 12, 2016, 11:35:57 AM
OK this actually appears to be a windows problem ... There are several fixes here which may help https://social.technet.microsoft.com/Forums/windows/en-US/c9f17816-9ef3-4249-98e6-5de990112d3d/windows-cannot-access-machinesharedfolder-error-code-0x80004005?forum=w7itpronetworking
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 12, 2016, 04:32:40 PM
Essexboy,
Thanks for your help. Apparently something in Windows changed then, when I updated Avast . I somehow do not have a "restore" point so I have to try and figure out the issue. Based on your link it appears I am not alone with this issue! Unfortunately the fixes I am reading are like Latin to me.... I'll have to call someone in and see if they can figure this out. I've been without a connection to the server all week and I am running back and forth using another PC that is linked. It's getting tiring but I am getting lots of exercise lol!
I'll report back when I get this squared away. Thanks for clarifying that the issue is not Avast at the moment, and pointing me in the right direction.
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: essexboy on May 12, 2016, 04:34:01 PM
Sorry I could not be of more help
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 12, 2016, 10:23:07 PM
You did what you could and I really appreciate it, thanks again. I will try and get this fixed but my other option my very well be to let the PC update to windows 10 and hope that with the new version my problem gets fixed. I am concerned bcause all the  other PC's in the office are running Windows 7 XP,, and I want to maintain compatibility. I don't think that will present as a problem though... at least I hope not!
Thanks again for your time and all the efforts you and the others have spent trying to help.
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: bruce_b on May 13, 2016, 01:51:50 AM
Check and be sure the "Client For Microsoft Networks" is installed. It should be listed under the Network Adapter Settings
If it is not, you need to reinstall it. More information is here: https://support.microsoft.com/en-us/kb/134304
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 13, 2016, 08:57:25 PM
I installed WIndows 10 this morning. I still cannot connect to my network even though the computer sees all the PC's in the network, including the server, but not able to read any info on it or connect (as it has been from the beginning).
Is there possibly a hardware issue here?

In bruce_b's instructions, I am unclear how to proceed. Can someone give me a step by step menu using Windows 10 to see if I can locate this "Microsoft Networks" installation or the Network adaptor settings? I am a lunkhead when we get beyond basics!

BTW, the instructions in the link sent by bruce_b pertain to windows 95. I cannot find the same 'wording' in Windows 7, and now I have updated to Windows 10.
Also, my network is hardwired, not remote or wireless. All other PC's in the network are accessing the server. As mentioned my pc says it has network acces, and I can use the internet through the network; also I can "see" all other pc's o the network, including the server. I just can't connect! *wah wah wah!*  ;)
Thanks,
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: bruce_b on May 13, 2016, 09:05:35 PM
Instructions are in the link in my post above.

Add or remove a network protocol, service, or client
Applies to Windows Vista

TCP/IP is automatically installed with Windows, but you can add other protocols, services, or clients. You don't need to install any of these unless you've purchased a specific product or you work in a network environment that requires it. When you install a protocol, service, or client, it is installed for all of your connections.

    Open Network Connections by clicking the Start button Picture of the Start button, clicking Control Panel, clicking Network and Internet, clicking Network and Sharing Center, and then clicking Manage network connections.

    Right-click a local area connection, and then click Properties. Administrator permission required If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

    Click Install.

    In the Select Network Feature Type dialog box, do one of the following:

        To install a client, click Client, and then click Add.

        To install a service, click Service, and then click Add.

        To install a protocol, click Protocol, and then click Add.

    In the dialog box that appears, select the item that you want to add, and then click OK.
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 13, 2016, 09:44:17 PM
Thank you bruce_b,
I got to the right area, but there is nothing listed to add for Client, Service or Protocol.
Client for Microsoft Networks box IS checked off.
Not sure if there is anything more I can do from this end, unless you can suggest anything else... besides my thought of crushing the pc with an 18 wheeler.
gah!
Rand
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: bruce_b on May 13, 2016, 09:52:01 PM
Only other thing you can do is check that your Network Connection is set to Auto DHCP and Auto DNS ... be sure it is not being routed through a Proxy
Title: Re: Since I updated I can no longer connect to my network - help?
Post by: rand5 on May 17, 2016, 05:31:21 AM
Well folks, this whole problem started after I allowed Avast to update. Within an hour after the update I was no longer able to connect to my server. I have a network in my office that has 13 PC's, all functioning properly, as mine did before the update. I appreciate all the help offered here, but unfortunately we were unable to correct whatever the problem was. I finally turned to a professional service that I have previously used for setting up my network initially (5 years ago).

The tech worked for 2.5 hours and kept muttering under his breath, "This is a weird one". as mentioned, my PC was in the network, could see all the other PC's and even go to the internet. Yet I could not connect with any of them.

The bottom line: Avast WAS the culprit. When I downloaded the update, Avast apparently embedded some sort of firewall 'code' that would not allow my PC to talk to any others. It actually also created some sort of block at the server as well. My PC is the only one in the office that runs Avast; the others are not generally used online.
The tech was very good and very nice. He tried to explain to me in english, but even that didn't help! It took him a few times through to delete all remnants of Avast from my system, and he had to tweak something within the network as well. Eventually after all of Avast was deleted, my PC was able to connect to all other pcs and my server.
Don't ask me what he actually had to do, I had to leave the office for a lot of his fix. Not sure I would have understood much of it anyway, as when he explained it I only grasped the basics.
I have cancelled my subscription to Avast and I am removing it from my other 2 PC's at home. What irked me was when I called for tech support from Avast, I found I needed to pay $120-180 dollars to get any help. And that was to clear up an issue Avast created! Using the computer tech, 2 1/2 hours is still a pretty penny. I cannot justify continuing with Avast if it is going to create more issues than what it finds.
When Avast volunteers to pay my bill, and then find out what the h*@l happened, I might consider a return, but I won't be holding my breath!
Cheers All,
Rand