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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: harman123 on August 20, 2016, 12:49:01 AM

Title: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 12:49:01 AM
I updated to 2280, now avast protections randomly turn off. i clicked on resolve all button, it fixes it self. after few minutes it shows protections not turn on?
Title: Re: Avast active protection turn off randomly
Post by: Rednose on August 20, 2016, 01:03:11 AM
Hi harman123 :)

Please check if : Avast - Troubleshooting - Enable Avast self-defence module ... is checked.
If so, try a repair of Avast :

1) Start - Control Panel - Add/Remove Programs - Avast - Change.
2) Repair.
3) Follow the instructions.
4) Reboot.

Greetz, Red.
Title: Re: Avast active protection turn off randomly
Post by: Gandalf1369 on August 20, 2016, 01:13:07 AM
Same thing is happening to me.  Avast will randomly turn off its background service.  I tell it to turn it back on, it does, and then a few minutes later its off again.  This is on version 12.3.2280 but it also did it on 12.3.2279.  I'm pretty sure it only started today.

Checked to make sure that the self-protection was turned on - it was.  Did a repair of avast and it didn't help.
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 01:14:07 AM
repaired and done. So far so good. I'll keep checking on it.  :D
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 01:14:57 AM
Same thing is happening to me.  Avast will randomly turn off its background service.  I tell it to turn it back on, it does, and then a few minutes later its off again.  This is on version 12.3.2280 but it also did it on 12.3.2279.  I'm pretty sure it only started today.

Checked to make sure that the self-protection was turned on - it was.  Did a repair of avast and it didn't help.

for me only on 2280, not 2279.

This monthly update thing is terrible, not enough time for beta testing.
Title: Re: Avast active protection turn off randomly
Post by: lukor on August 20, 2016, 01:20:03 AM
Hi guys, do you have any avastsvc.mdmp files inside the avast log folder?
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 01:37:16 AM
Hi guys, do you have any avastsvc.mdmp files inside the avast log folder?

location?
Title: Re: Avast active protection turn off randomly
Post by: lukor on August 20, 2016, 01:39:36 AM
"C:\ProgramData\AVAST Software\Avast\log"
Title: Re: Avast active protection turn off randomly
Post by: Eddy on August 20, 2016, 01:44:08 AM
Windows 2000, Windows XP - C:\Documents And Settings\All Users\Application Data\Avast Software\Avast\Log
Vista, Win7 (and higher) C:\ProgramData\Avast Software\Avast\Log. Some may also be in the respective \Report folder.
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 01:50:54 AM
Can't access avastsvc log folder, saying it can't access due another program using it.
Title: Re: Avast active protection turn off randomly
Post by: Eddy on August 20, 2016, 01:51:42 AM
Can't you access the folder or can't you open the log file ?
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 01:52:13 AM
I did the repair and rebooted, so far so good. no red X on icon.
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 01:53:17 AM
Can't you access the folder or can't you open the log file ?

can't open it.
Title: Re: Avast active protection turn off randomly
Post by: Eddy on August 20, 2016, 01:55:04 AM
Very likely because of the avast self protection.
Disabling it will very likely let you open it. (don't forget to enable it again when you are done)
Another way is to do it in safe-mode.
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 02:02:24 AM
I got it.
Title: Re: Avast active protection turn off randomly
Post by: Eddy on August 20, 2016, 02:07:20 AM
It's night and weekend here so have some patience.
I'm sure Lukor will have a look at it soon.
Title: Re: Avast active protection turn off randomly
Post by: lukor on August 20, 2016, 02:12:46 AM
Thanks. Could you please check that you are running with the latest VPS? Go to Settings / Update. The latest according to my knowledge is 160819-1. (the update check most probably have been made by the repair process you've done previously, but just to be sure).

I can see some fixed problems inside the VPS in our internal systems, not exactly sure about all the details, but I believe at this moment all is fixed and VPS update is the thing that is needed on your side.
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 02:23:29 AM
Thanks. Could you please check that you are running with the latest VPS? Go to Settings / Update. The latest according to my knowledge is 160819-1. (the update check most probably have been made by the repair process you've done previously, but just to be sure).

I can see some fixed problems inside the VPS in our internal systems, not exactly sure about all the details, but I believe at this moment all is fixed and VPS update is the thing that is needed on your side.

latest vps according to update section of avast.
Title: Re: Avast active protection turn off randomly
Post by: lukor on August 20, 2016, 02:26:48 AM
Thanks harman123 for all the info!
Please let us know here, in case the problem re-appears, but at this point I believe it is fixed by the updated VPS!

Good night.
Lukas.
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 02:28:29 AM
Thank you Sir!
Title: Re: Avast active protection turn off randomly
Post by: Braver on August 20, 2016, 02:28:45 AM
I'm having a similar problem as of today... I use an older version of Avast! and as of 17:20PM today I've had the Avast! Antivirus Service unexpectedly stop and restart itself again. (In the Windows Resource Monitor the Avastsvc.exe process disappears and then reappears about 5 seconds later)

Everything on startup is fine... this seems to happen at random intervals and has happened 4 times today according to my windows logs with the same error code.

Log Name:      System
Source:        Service Control Manager
Date:          19/08/2016 17:20:40
Event ID:      7031
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      MikeStevens-PC
Description:
The Avast Antivirus service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 5000 milliseconds: Restart the service.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
    <EventID Qualifiers="49152">7031</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8080000000000000</Keywords>
    <TimeCreated SystemTime="2016-08-19T16:20:40.748470000Z" />
    <EventRecordID>935387</EventRecordID>
    <Correlation />
    <Execution ProcessID="680" ThreadID="3632" />
    <Channel>System</Channel>
    <Computer>MikeStevens-PC</Computer>
    <Security />
  </System>
  <EventData>
    <Data Name="param1">Avast Antivirus</Data>
    <Data Name="param2">1</Data>
    <Data Name="param3">5000</Data>
    <Data Name="param4">1</Data>
    <Data Name="param5">Restart the service</Data>
  </EventData>
</Event>

Not sure what caused this... I've never seen the service die before...ever.
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 02:31:21 AM
I'm having a similar problem as of today... I use an older version of Avast! and as of 17:20PM today I've had the Avast! Antivirus Service unexpectedly stop and restart itself again. (In the Windows Resource Monitor the Avastsvc.exe process disappears and then reappears about 5 seconds later)

Everything on startup is fine... this seems to happen at random intervals and has happened 4 times today according to my windows logs with the same error code.

Log Name:      System
Source:        Service Control Manager
Date:          19/08/2016 17:20:40
Event ID:      7031
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      MikeStevens-PC
Description:
The Avast Antivirus service terminated unexpectedly.  It has done this 1 time(s).  The following corrective action will be taken in 5000 milliseconds: Restart the service.
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
    <EventID Qualifiers="49152">7031</EventID>
    <Version>0</Version>
    <Level>2</Level>
    <Task>0</Task>
    <Opcode>0</Opcode>
    <Keywords>0x8080000000000000</Keywords>
    <TimeCreated SystemTime="2016-08-19T16:20:40.748470000Z" />
    <EventRecordID>935387</EventRecordID>
    <Correlation />
    <Execution ProcessID="680" ThreadID="3632" />
    <Channel>System</Channel>
    <Computer>MikeStevens-PC</Computer>
    <Security />
  </System>
  <EventData>
    <Data Name="param1">Avast Antivirus</Data>
    <Data Name="param2">1</Data>
    <Data Name="param3">5000</Data>
    <Data Name="param4">1</Data>
    <Data Name="param5">Restart the service</Data>
  </EventData>
</Event>

Not sure what caused this... I've never seen the service die before...ever.

update to latest avast version.
Title: Re: Avast active protection turn off randomly
Post by: lukor on August 20, 2016, 02:37:43 AM
Updating to the latest virus database should be enough - not really necessary to do a program update. Thanks.
Title: Re: Avast active protection turn off randomly
Post by: Braver on August 20, 2016, 02:41:53 AM
My current virus definitions are the most current (160819-1). It's a little strange... because the definitions came out approximately 20 minutes before this problem began (Release Date:16:59:33)

I've never had the Avast! core service die on me before, not once while using the product. I'm a little worried.
Title: Re: Avast active protection turn off randomly
Post by: Rednose on August 20, 2016, 02:43:18 AM
(the update check most probably have been made by the repair process you've done previously, but just to be sure).

Hi Lukas :)

As far as I know, ii does.
But I just hope you are not typing in bed right now, because I know your wife hates that ;D

Greetz, Red.
Title: Re: Avast active protection turn off randomly
Post by: lukor on August 20, 2016, 02:46:32 AM
(the update check most probably have been made by the repair process you've done previously, but just to be sure).

Hi Lukas :)

As far as I know, ii does.
But I just hope you are not typing in bed right now, because I know your wife hates that ;D

Greetz, Red.

You are 100% right. Had to move to another room :-)
Title: Re: Avast active protection turn off randomly
Post by: lukor on August 20, 2016, 02:53:13 AM
My current virus definitions are the most current (160819-1). It's a little strange... because the definitions came out approximately 20 minutes before this problem began (Release Date:16:59:33)

I've never had the Avast! core service die on me before, not once while using the product. I'm a little worried.

Ok, could you try to restart the PC, to make sure that the latest VPS is loaded and used in all components?
Title: Re: Avast active protection turn off randomly
Post by: Braver on August 20, 2016, 03:00:18 AM
My current virus definitions are the most current (160819-1). It's a little strange... because the definitions came out approximately 20 minutes before this problem began (Release Date:16:59:33)

I've never had the Avast! core service die on me before, not once while using the product. I'm a little worried.

Ok, could you try to restart the PC, to make sure that the latest VPS is loaded and used in all components?

I've restarted my PC multiple times today. And it says that the definitions are the currently only existing ones in use on my hard drive in the Avast! folder.

The Service seems to mostly die shortly (maybe an hour or so) after a full system boot (everything is loaded etc) so I'm not sure what's going on.

I use program version 11.2.2262 (Which I know is quite old, but it's been running fine for the past few months) and I've never seen this happen before.

Title: Re: Avast active protection turn off randomly
Post by: Rednose on August 20, 2016, 03:06:57 AM
Lukas :)

Do you have any idea what is causing this ?
As it doesn't seem to effect everyone.

Is it just caused by a previous VPS update, or maybe in combination with a previous version of Avast ?

Greetz, Red.
Title: Re: Avast active protection turn off randomly
Post by: lukor on August 20, 2016, 03:08:21 AM
Hmm. During the crash, the service should create a memory dump file inside the "C:\ProgramData\AVAST Software\Avast\log"  folder. Do you see any files with .mdmp or .dmp extensions? Could upload them e.g. ftp://ftp.avast.com/incoming ?
Title: Re: Avast active protection turn off randomly
Post by: Braver on August 20, 2016, 03:16:04 AM
It did, I had 4 .mdmps in that folder earlier but deleted them. If it happens again I will keep the dump file it creates and forward it.

How do you use that upload function though? I've never done it before.

Title: Re: Avast active protection turn off randomly
Post by: Rednose on August 20, 2016, 03:28:02 AM
How do you use that upload function though? I've never done it before.

https://www.avast.com/faq.php?article=AVKB160#idt_02

Greetz, Red.
Title: Re: Avast active protection turn off randomly
Post by: Braver on August 20, 2016, 03:38:18 AM
How do you use that upload function though? I've never done it before.

https://www.avast.com/faq.php?article=AVKB160#idt_02

Greetz, Red.

That's... really complicated. I wouldn't even know where to start... Isn't there an easier way to send the file?

Don't get me wrong... I wanna help by sending the info but I don't know anything about FTP software and I don't really understand what it entails. I'm a bit funny about installing software I know nothing about onto my system.
Title: Re: Avast active protection turn off randomly
Post by: lukor on August 20, 2016, 03:46:56 AM
Braver, thanks a lot. This is already enough for us to be alerted. We have dumps being submited to us automatically from different users. I have already let the team know that we need to monitor this for crashes on the latest (allegedly fixed) VPS as well. Thanks.
Title: Re: Avast active protection turn off randomly
Post by: Braver on August 20, 2016, 03:55:07 AM
Braver, thanks a lot. This is already enough for us to be alerted. We have dumps being submited to us automatically from different users. I have already let the team know that we need to monitor this for crashes on the latest (allegedly fixed) VPS as well. Thanks.

Hmmmm... okay. And you're welcome... even though I didn't really do anything... does this mean that the problem is my system or is it something to do with Avast?

Cause I literally haven't changed anything on my system to promote Avast! to start randomly crashing for no reason. Though I suppose it could be corruption because I've had this version installed for a while.

Some confirmation would be nice though, so that I don't have to worry. :)

Title: Re: Avast active protection turn off randomly
Post by: lukor on August 20, 2016, 04:02:11 AM
Braver, it's not your system. Most probably what the team thought as fixed still has issues. The crash is in the code that gets released with the virus database update.

We will work on this in the morning. I'll keep you posted here.

Lukas
Title: Re: Avast active protection turn off randomly
Post by: Rednose on August 20, 2016, 04:02:57 AM
My guess is that is has to do with a previous VPS update, maybe in combination with a previous ( not already updated ) version of Avast.

Greetz, Red.
Title: Re: Avast active protection turn off randomly
Post by: suk on August 20, 2016, 08:37:18 AM
harman123, gandalf1369: What OS do you use? It looks like it was happening on Win7 only, can you confirm?
Title: Re: Avast active protection turn off randomly
Post by: suk on August 20, 2016, 09:19:22 AM
harman123, gandalf1369: What OS do you use? It looks like it was happening on Win7 only, can you confirm?

Ignore the question, there are similar dumps from other win versions as well, so it's not Win7 specific.
Title: Re: Avast active protection turn off randomly
Post by: Braver on August 20, 2016, 12:24:52 PM
So today I went to sleep and when I woke up earlier Avast! service had stopped running twice again but on the 7th shutdown I received a completely different problem... now... just the same as everyone else... Avast! DID NOT restart itself but stayed off completely... with the red x on the system tray... I had to manually reset the service.

This is ridiculous... and obviously because so many people are reporting the issue... this is definitely not a singular system problem... but it seems a universal one. :( Hope it gets fixed soon, because it's personally bothering me.
Title: Re: Avast active protection turn off randomly
Post by: ky331 on August 20, 2016, 01:14:02 PM
I'll add myself to the group of people who are experiencing the random shutdown of the avast service.   According to the Event Viewer, ID 7031 - The Avast Antivirus service terminated unexpectedly, occurred 3 times yesterday, and once today (so far).   Program version 12.3.2280.   Current database is 160819-1.   Win7x64 SP1.

I'll say this:   the shutdown and recovery was so fast that I only noticed it once... when it happened in the middle of a full-scan, I saw the red "you're not protected" pop up, and the scan aborted in the middle.   I did not notice anything wrong the other 3 times --- and so would not have known, were it not for the entries in the Event Viewer.

EDIT:   I've just now updated the definitions database to 160820-0... we'll see if it happens again.
Title: Re: Avast active protection turn off randomly
Post by: Braver on August 20, 2016, 01:37:02 PM
I'll add myself to the group of people who are experiencing the random shutdown of the avast service.   According to the Event Viewer, ID 7031 - The Avast Antivirus service terminated unexpectedly, occurred 3 times yesterday, and once today (so far).   Current database is 160819-1.   Win7x64 SP1.

I'll say this:   the shutdown and recovery was so fast that I only noticed it once... when it happened in the middle of a full-scan, I saw the red "you're not protected" pop up, and the scan aborted in the middle.   I did not notice anything wrong the other 3 times --- and so would not have known, were it not for the entries in the Event Viewer.

Yeah, I didn't noticed it the first few times as well... because it happened in the blink of an eye and windows would automatically restart the service so that the red x in the system tray was barely noticeable... it wasn't until today when the service terminated completely and did not restart itself that I fully noticed it... I had to manually restart the service myself.

Not sure what's up... but people with multitudes of different operating systems (XP, Win 7 home/professional 64 bit and Windows 10 have been reported.) and different program versions have been reporting the problem so I don't know what the hell is happening.
Title: Re: Avast active protection turn off randomly
Post by: Seven on August 20, 2016, 01:52:51 PM
Same issue as OP with me also on 2280. Disabled shields randomly. Have to re-enable.

Here are Windows log reports if useful:

20th August 10:15


Faulting application name: AvastSvc.exe, version: 12.3.3154.0, time stamp: 0x57b5c39d
Faulting module name: ntdll.dll, version: 10.0.10586.306, time stamp: 0x571afb7f
Exception code: 0xc0000374
Fault offset: 0x000dc7c9
Faulting process ID: 0x63c
Faulting application start time: 0x01d1fa5e98e29d67
Faulting application path: C:\Program Files\AVAST Software\Avast\AvastSvc.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report ID: 9351a8ae-c855-4d23-a919-3b358a2fbf33


20th August 11 36


Faulting application name: AvastSvc.exe, version: 12.3.3154.0, time stamp: 0x57b5c39d
Faulting module name: ntdll.dll, version: 10.0.10586.306, time stamp: 0x571afb7f
Exception code: 0xc0000374
Fault offset: 0x000dc7c9
Faulting process ID: 0x1974
Faulting application start time: 0x01d1fac640c96097
Faulting application path: C:\Program Files\AVAST Software\Avast\AvastSvc.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report ID: 701d68a9-5d6c-4ccb-8e7b-c9edf058c69a




19th August
Faulting application name: AvastSvc.exe, version: 12.3.3154.0, time stamp: 0x57b5c39d
Faulting module name: ntdll.dll, version: 10.0.10586.306, time stamp: 0x571afb7f
Exception code: 0xc0000374
Fault offset: 0x000dc7c9
Faulting process ID: 0xa94
Faulting application start time: 0x01d1fa2624ba7fb3
Faulting application path: C:\Program Files\AVAST Software\Avast\AvastSvc.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report ID: 45a7a5b4-560a-4efa-82d3-5aaaa8cf25b3




18th August

Faulting application name: AvastSvc.exe, version: 12.3.3149.0, time stamp: 0x57b193ba
Faulting module name: ntdll.dll, version: 10.0.10586.306, time stamp: 0x571afb7f
Exception code: 0xc0000374
Fault offset: 0x000dc7c9
Faulting process ID: 0x1b30
Faulting application start time: 0x01d1f8a80c1f2e63
Faulting application path: C:\Program Files\AVAST Software\Avast\AvastSvc.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report ID: 7b82399c-28b1-477b-b2ac-5acb9efaee64


Title: Re: Avast active protection turn off randomly
Post by: suk on August 20, 2016, 03:28:11 PM
Same issue as OP with me also on 2280. Disabled shields randomly. Have to re-enable.



Thanks Seven,
is it still happening after updating virus database?

https://forum.avast.com/index.php?topic=185550.msg1333424#msg1333424
Title: Re: Avast active protection turn off randomly
Post by: Seven on August 20, 2016, 04:48:23 PM

Thanks Seven,
is it still happening after updating virus database?

https://forum.avast.com/index.php?topic=185550.msg1333424#msg1333424

It appears to be ok so far, thank you.
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 20, 2016, 04:56:12 PM
looks like VPS update fixed it.
Title: Re: Avast active protection turn off randomly
Post by: Seven on August 21, 2016, 03:40:32 PM
It is not fixed. Version 2280 build 12.3.3154.0.

Just came out of the shower and saw my screens disabled again and my firewall telling me avast is trying to install this:

C:\Program Files\AVAST Software\SZBrowser\Temp\SafeZone Installer\opera_installer_20160821140830\installer.exe

Title: Re: Avast active protection turn off randomly
Post by: Eddy on August 21, 2016, 03:48:15 PM
What vps version do you have ?
Title: Re: Avast active protection turn off randomly
Post by: Seven on August 21, 2016, 04:17:53 PM
What vps version do you have ?

160821-0
Title: Re: Avast active protection turn off randomly
Post by: harman123 on August 22, 2016, 03:28:23 AM
It is not fixed. Version 2280 build 12.3.3154.0.

Just came out of the shower and saw my screens disabled again and my firewall telling me avast is trying to install this:

C:\Program Files\AVAST Software\SZBrowser\Temp\SafeZone Installer\opera_installer_20160821140830\installer.exe

It's fixed on my end. By the way, I'm running Windows 10 home.
Title: Re: Avast active protection turn off randomly
Post by: Seven on August 22, 2016, 08:46:03 PM
Seems to be ok now...