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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: glnz on March 19, 2017, 11:14:19 PM

Title: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 19, 2017, 11:14:19 PM
Avast Free 17.2.2288 is on two different Win 7 Pro 64-bit machines.

After running a "Full virus scan" on each machine, each machine has two "Issues", which are completely different.  In both cases, hitting the "Resolve" button does ... NOTHING.

And each machine is now stuck showing those two "Issues" - I cannot run a new "Full virus scan" because Avast immediately goes back to the sub-screen showing those two issues.  I cannot "Resolve" those issues on either machine.

What?  Avast - just how bad are you getting with this new version 17 ?  This really sucks.

Two different machines - totally your fault.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: DavidR on March 19, 2017, 11:26:17 PM
You missed the crucial information, what are the two issues on both systems ?

Or you could post screenshots of them.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 20, 2017, 12:13:33 AM
No, David, the info is not crucial.  Two different machines, each showing two "issues"; the Resolve button did nothing, and Avast was then stuck.

What's crucial is that Avast is now broken in a core function - the cleanup of flagged problems.

I already started each machine on a "Folder Scan" because I could not do another "Full virus scan", so it's too late for screenshots.  The four issues were varied - not the same.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: DavidR on March 20, 2017, 12:19:02 AM
Unfortunately when stuff like this happens, think data gathering, or it is hard to guess as to the possible cause or why it couldn't be resolved.

Have you checked the scan logs ?
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: bob3160 on March 20, 2017, 12:20:50 AM
No, David, the info is not crucial.  Two different machines, each showing two "issues"; the Resolve button did nothing, and Avast was then stuck.

What's crucial is that Avast is now broken in a core function - the cleanup of flagged problems.

I already started each machine on a "Folder Scan" because I could not do another "Full virus scan", so it's too late for screenshots.  The four issues were varied - not the same.
Sorry but without information, help isn't possible.
You seem to forget, it's your computer. We depend on specific information from you in order to help.
Without your eyes and exact and detailed information, all we can do is make educated guesses which usually result  in incorrect help.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 20, 2017, 12:24:51 AM
David - One of my two Folder scans has finished, so I am able to go back to the history.  I have ATTACHED the "Detailed Report".  These two should have been "Resolvable" as soon as they showed.

By the way, the "Detailed Report" window is too wide and does not permit re-sizing of the columns.  Also, there is no function to print to a .txt file.  Avast is focused on fancy graphics and is getting the basics wrong.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 20, 2017, 12:44:59 AM
And on my second Win 7 machine, I am STILL STUCK and cannot do another "Full Virus Scan".  Attached is a different jpg that shows what I get when I try to do another "Full Virus Scan" - and these WILL NOT "RESOLVE".

This is a major flaw in a core function for Avast - inexcusably bad.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: DavidR on March 20, 2017, 01:01:24 AM
I have never been convinced of the Fix Automatically option (if that would have been the Resolve action), for me the only thing that can really be fixed would be a virus. A file infected by a virus could have the virus element removed (fixed), but there are very few true viruses around.

I also find it a bit strange that a .dll file would be considered a PUP, if you had this file for some time, it could be an FP.
The MBAM file, windows.exe is also a strange one the Win32:DH-A1 as I believe there have been a number of FPs on this detection name.

Remember the actions listed are what were or tried to be applied during the scan, in this format it is historic information so the Apply button won't do anything.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 20, 2017, 01:04:50 AM
Once again, David R, you miss the point.

The Resolve button did NOTHING - did not even say "Hey, this is nothing so we're going to ignore it" - and now the Avast program is STUCK AND WILL NOT DO ANOTHER FULL VIRUS SCAN.

It's broken, David.  Avast has flaws in a core function.  Sorry this doesn't fit inside your evangelism.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: DavidR on March 20, 2017, 01:08:06 AM
I give up.

I was trying to get to the bottom of 'why' resolve might not have worked.

So I will save you and any more wasted time.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: Alikhan on March 20, 2017, 09:00:10 AM
The folder scans have an issue since the release of v17 which is yet to be solved.

The resolve button does REMOVE the threats but the animation afterwards doesn't work for the folder scan (to show the threats have been removed).

So it does look like clicking resolve does nothing but it does remove the files.

This is a known bug to the Avast team.

Here is a video of the issue:

https://youtu.be/PDl8tb1CQC4

Only the smart scan is NOT affected by this issue.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 20, 2017, 12:30:27 PM
Alikhan - Thanks for info.

Unfortunately, for me the problem has arisen at the end of my first FULL VIRUS SCAN on two different Win 7 Pro 64-bit PCs, not a Folder Scan.

You are correct that the actual listed files are gone -- I looked for them -- but, on one of the PCs now, each time I try to do a new FULL VIRUS SCAN, I see only the two listed files in my second screenshot above.  Avast is now STUCK; I cannot start a new Full Virus Scan.

Please tell your friends at Avast that this is inexcusably wrong.  How can they release a version with so many bugs?  (See my other recent posts.)  Avast isn't just another app; millions of us depend on it for basic security.

I resent being a Beta guinea pig, and I'm sorry I updated to this lousy version 17 in my wife's SOHO computers.

Now that I think of it, how do I know that Avast AV is working in its normal preventative function and actually blocking malware?  Maybe that is stuck also?  How do I know it's working?
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: Alikhan on March 20, 2017, 12:44:01 PM
Hi

The issue affects all scans currently other than the smart scan so full scan is affected with no animation.

The malware prevention is working fine.

If you want to make sure, download an eicar test file.

A reboot should enable you to start a new full scan.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 20, 2017, 12:52:48 PM
Alikhan - you are far more knowledgeable than two others who post all the time on this forum.

First - how do I download an eicar test file?

Second - where do I go to manually fix my stuck Avast.  See my last (second) screenshot above.  Somewhere inside Avast, it thinks those files still exist.  How do I manually change that.

Those two files are listed in one (only one) registry key for Avast, but that same key also lists other files it scanned that do not appear any more, so I left that key alone.

How do I do a manual fix?
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: Alikhan on March 20, 2017, 12:58:12 PM
Alikhan - you are far more knowledgeable than two others who post all the time on this forum.

First - how do I download an eicar test file?

Second - where do I go to manually fix my stuck Avast.  See my last (second) screenshot above.  Somewhere inside Avast, it thinks those files still exist.  How do I manually change that.

Those two files are listed in one (only one) registry key for Avast, but that same key also lists other files it scanned that do not appear any more, so I left that key alone.

How do I do a manual fix?

I don't think it's right to comment on other evangelist, they're very helpful.

1. To test Avast is working:

http://web-shield-test.avast.com/ and http://test-url-blocker.avast.com/ should give you detection popups from Web Shield.

http://www.eicar.org/download/eicar.com - Eicar test file

2. Have you rebooted your system and/or run an Avast repair via Control Panel > Add and Remove Programs > Avast > Change > Repair and then reboot?
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 20, 2017, 12:59:49 PM
Alikhan -

1.  Thanks for links - I'll try to test later today.

2.  Yes, I repaired and rebooted - no help.

Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: Alikhan on March 20, 2017, 01:03:35 PM
As a temporary measure for the full scan, since the files have already been quarantined, you could try clicking the drop down on "Auto" and choose the ignore option, just ensure Avast doesn't create an exclusion for the files in the settings.

I don't know why that's still there for you though, after a reboot, that dialog should go.

You are running the latest version of v17, right? 17.2.2288.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 20, 2017, 01:07:43 PM
Alikhan - I have tried everything I could think of other than UNinstalling (with Avast clean).

Yes, I already tried the other dropdowns, including "Auto" and (I recall) "Ignore".  No help.  Every time I try to do a new Full Virus Scan, I get that same screen showing the same two (now deleted) files, and I cannot start a new Full Virus Scan.

It's not only that the "Resolve" function doesn't move.  It is STUCK.  Really stuck. 

Yes - 17.2.2288.

Version 17 is a garbage program.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: Alikhan on March 20, 2017, 01:12:36 PM
Try this:

Avast UI > Settings > Troubleshooting > Disable the self defence protection

Then kill Avast antivirus processes via Task manager (Avast Service and Avast UI) and then start Avast again.

Enable self defence again...

If that doesn't fix it, your installation is messed up somehow. You'd need to do a clean install.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 20, 2017, 01:16:13 PM
Alikhan - Thanks for suggestion.  I'll try later today.

Dumb Q - If I actually stop Avast, how do I "start" it?  Is it listed in my Start - Programs button?  I'm used to Avast starting automatically at bootup - I don't think I've ever started it manually !!
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: Alikhan on March 20, 2017, 01:18:04 PM
Alikhan - Thanks for suggestion.  I'll try later today.

Dumb Q - If I actually stop Avast, how do I "start" it?  Is it listed in my Start - Programs button?  I'm used to Avast starting automatically at bootup - I don't think I've ever started it manually !!

Yes.

You have a desktop icon of Avast too.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 20, 2017, 01:20:51 PM
Alikhan - I win Dumbest Question of the Day.  Do I get a prize?

Thanks.  This might take me a few days since I'll need to do a full backup before trying to UNinstall.  Thanks for your patience and suggestions.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: Alikhan on March 20, 2017, 01:22:38 PM
Alikhan - I win Dumbest Question of the Day.  Do I get a prize?

Thanks.  This might take me a few days since I'll need to do a full backup before trying to UNinstall.  Thanks for your patience and suggestions.

For future reference, if required (clean install)

1.Download your version of avast!, the avastclear tool and save them to the desktop:

Avast Free Antivirus (http://files.avast.com/iavs9x/avast_free_antivirus_setup_offline.exe)
Avast Pro Antivirus (http://files.avast.com/iavs9x/avast_pro_antivirus_setup_offline.exe)
Avast Internet Security (http://files.avast.com/iavs9x/avast_internet_security_setup_offline.exe)
Avast Premier (http://files.avast.com/iavs9x/avast_premier_antivirus_setup_offline.exe)

Download Avast Clear Tool (http://www.avast.com/en-gb/uninstall-utility)

2. Uninstall Avast from Control Panel (if possible) and reboot.
3. Uninstall in safe mode using Avastclear. [Running Avastclear is normal mode will give a prompt to go into Safe Mode]
4. Install the version you downloaded.
5. Reboot.

Paid: If you have a paid license, insert the license key/activation code after the reboot at stage 6.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 21, 2017, 01:12:23 PM
Alikhan - By the way. I tried your suggestion:

Quote
Try this:

Avast UI > Settings > Troubleshooting > Disable the self defence protection

Then kill Avast antivirus processes via Task manager (Avast Service and Avast UI) and then start Avast again.

Enable self defence again...

but that did not work.

I'll be doing a total UNinstall, clean and re-install this weekend.  After making a full backup of my wife's SOHO computer.  It will take two hours.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: glnz on March 29, 2017, 03:05:51 AM
Alikhan - My total UNinstall and REinstall worked.

Thanks for the links.
Title: Re: "Resolve" button does NOTHING after Full Virus Scan on two different Win 7 PCs
Post by: sun-shine-boy on March 29, 2017, 03:10:35 AM
And on my second Win 7 machine, I am STILL STUCK and cannot do another "Full Virus Scan".  Attached is a different jpg that shows what I get when I try to do another "Full Virus Scan" - and these WILL NOT "RESOLVE".

This is a major flaw in a core function for Avast - inexcusably bad.
same here win7 64 bit when i pressed resolve nothing happend i spam it 10 time in row and  it was freeze