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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: REDACTED on July 03, 2017, 05:16:14 PM

Title: AV Services Not Responding
Post by: REDACTED on July 03, 2017, 05:16:14 PM: About every 15 to 30 minutes, there is an "X" over the AVAST icon on my Windows 8.1 64 laptop. When I try to open the user interface, I see "UI Failed to load - AV Service is not responding." Restarting results in a "Do you want this program to run" prompt. Then, in another 15 to 30, the same happens again. I've "repaired" and completely removed and reinstalled. Current version is: Program 17.5.2302 (build 17.5.3559.0)

I've seen other older posts in the forum, but wasn't sure if this was still an open discussion. Help would be appreciated.
Title: Re: AV Services Not Responding
Post by: Eddy on July 03, 2017, 05:27:52 PM: Did you use avast clear and removed all leftovers manually ?
Title: Re: AV Services Not Responding
Post by: REDACTED on July 03, 2017, 05:30:37 PM: Thanks - Used REVO UNINSTALLER - which uses a rigorous uninstall process and identifies all remaining entries
Title: Re: AV Services Not Responding
Post by: bob3160 on July 03, 2017, 11:41:14 PM: Clean Install of Avast:
https://goo.gl/4Ptzkf
Title: Re: AV Services Not Responding
Post by: REDACTED on July 04, 2017, 10:17:37 PM: Thanks - I followed the instructions. Problem continues. Suggestions?
Title: Re: AV Services Not Responding
Post by: bob3160 on July 04, 2017, 11:06:59 PM: Quote from: grf1000 on July 04, 2017, 10:17:37 PM
Thanks - I followed the instructions. Problem continues. Suggestions?
What other security related programs are installed ???
Title: Re: AV Services Not Responding
Post by: REDACTED on July 05, 2017, 02:11:47 AM: I use malwarebytes manually and keep malwarebytes anti-ransom running. Others installed (but not running) include AdwClean, JRT, HitmanPro, Spybot S&D2, SuperAntiSpyware, Rkill, HiJackThis, and Farber minitools.
Title: Re: AV Services Not Responding
Post by: Pondus on July 05, 2017, 02:19:39 AM: Hijack This is obsolete, and there is no need for Spybot or superantispyware when you have malwarebytes
Title: Re: AV Services Not Responding
Post by: Eddy on July 05, 2017, 12:12:33 PM: Hijackthis is obsolete and doesn't log things from newer OS's.
Using Farbar is enough.

Spybot used to be a good tool, but that was many years ago.
Title: Re: AV Services Not Responding
Post by: REDACTED on July 05, 2017, 05:01:02 PM: Appreciate the heads-up on the out-dated SW, I removed them. But still looking for insights into my original issue. Thanks.
Title: Re: AV Services Not Responding
Post by: bob3160 on July 05, 2017, 11:37:40 PM: Quote from: grf1000 on July 05, 2017, 05:01:02 PM
Appreciate the heads-up on the out-dated SW, I removed them. But still looking for insights into my original issue. Thanks.
Clean Install of Avast:
https://goo.gl/4Ptzkf
Title: Re: AV Services Not Responding
Post by: REDACTED on July 06, 2017, 03:40:39 PM: this is a repeat of your 7/3 comment. as I said, i did that - no impact.
Title: Re: AV Services Not Responding
Post by: bob3160 on July 06, 2017, 03:47:35 PM: Wonder if HitmanPro could be causing the problem ??? It's the only other program you mentioned in your list that can block items.
Title: Re: AV Services Not Responding
Post by: REDACTED on July 08, 2017, 05:24:20 PM: *gonna check my similar problem and make my own thread*
Title: Re: AV Services Not Responding
Post by: REDACTED on July 13, 2017, 10:22:05 PM: Removed HitmanPro - problem continues. ????
Title: Re: AV Services Not Responding (all Shields Disabled)
Post by: REDACTED on July 14, 2017, 12:32:00 AM: I'm also suffering with this problem with my laptop and it is starting to annoy! The program version is: 17.5.2302 (build 17.5.3559.176). and the problem only started to occur in the last few days.

The laptop is running 64bit win7 home premium sp1 (AMD A6-4400M with 6GB).

The only other security software I have running is Comodo Firewall 10 and the two programs seem to coexist happily enough.

I've also tried uninstalling and reinstalling using the Avast Uninstall Utility (avastclear.exe run in safe mode) and a fresh download of the offline installer (avast_free_antivirus_setup_offline.exe).

One thing in my case is that the problem doesn't seem to occur when I am actually doing something. So far it only happens when I am away from my computer

Thanks
Andrew
Title: Re: AV Services Not Responding
Post by: REDACTED on July 15, 2017, 12:04:00 AM: additional info

I think there might be an auto-update problem causing the shields to be disabled and the AV service to go down.

Today I switched my laptop on around 5:00pm, I also had the UI open at all times. At intervals from 7:00pm onwards I checked to see if everything was ok.
Everything seemed ok to start with. The first time I checked after around 9:00pm (4 hours after I switched on and coincidentally the same amount of time that the "Auto-update every:" setting is set to) the AV service was down. It is now 10:55pm and about 10 minutes ago the AV service went down again!!

As an experiment I am going to switch to "Ask when an update is available" for both virus definitions and program (updates). I am also going to change the "Auto-update every:" setting from 240 minutes to 480 minutes.

Its just gone 11:01 and the AV service is down for the third time today!!!
Title: Re: AV Services Not Responding
Post by: REDACTED on July 15, 2017, 08:20:23 AM: I am having the same problem and made my own thread (7/15). Never had any other AV installed except Avast running side-by-side with Malwarebytes.
Title: Re: AV Services Not Responding
Post by: REDACTED on July 16, 2017, 01:09:53 AM: update ......

laptop powered up at 4:30pm and updated the virus definitions
at 8:30pm AV Services still running
between 8:30pm and 10:44pm AV Services went down so I have to restart it!!!!

So possibly nothing to do with the "Auto-update every:" setting!

So the big question I have is, is there a logfile that tells us what is going on? Before I go looking I will say that there is no logfile because nobody seems to ask about it in any of the posts I've seen about this problem!

Its now 10:55pm and I am half expecting for the AV Services to go down again!!!
10:56
10:57
10:58
10:59 ... oh good AV Services are still up ... but I am watching! And there is a saying about the watched pot never boils!

11:03 logfile hunt time!!!
11:06 oh dear no *.log files in any of the avast directories (using windows search!!!)
11:21 work out how to search for files modified today (god it was so much simpler with XP!!!) oh ****2633 items to check
11:28 (just how much **** does Firefox generate!!!!)
11:31 found C:\ProgramData\AVAST Software\Avast\arpot.log

2017-07-15 16:36:29 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 16:36:47 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 16:41:26 AR2CFG: 170623
2017-07-15 16:41:26 AR2CFG: 170623
2017-07-15 16:41:26 AR2DEV: Start 1 Driver: 170610
2017-07-15 17:21:42 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 17:21:42 AR2CFG: 170623
2017-07-15 17:21:42 AR2DEV: Start 1 Driver: 170610
2017-07-15 19:06:10 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 19:06:10 AR2CFG: 170623
2017-07-15 19:06:10 AR2DEV: Start 1 Driver: 170610
2017-07-15 22:42:02 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 22:42:02 AR2CFG: 170623
2017-07-15 22:42:02 AR2DEV: Start 1 Driver: 170610

Oh dear AV Services are down again! The contents for today from arpot.log are

2017-07-15 16:32:05 AVAVER: 17.5.2302 AR2: 170705 defs: 17071404
2017-07-15 16:36:29 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 16:36:47 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 16:41:26 AR2CFG: 170623
2017-07-15 16:41:26 AR2CFG: 170623
2017-07-15 16:41:26 AR2DEV: Start 1 Driver: 170610
2017-07-15 17:21:42 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 17:21:42 AR2CFG: 170623
2017-07-15 17:21:42 AR2DEV: Start 1 Driver: 170610
2017-07-15 19:06:10 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 19:06:10 AR2CFG: 170623
2017-07-15 19:06:10 AR2DEV: Start 1 Driver: 170610
2017-07-15 22:42:02 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 22:42:02 AR2CFG: 170623
2017-07-15 22:42:02 AR2DEV: Start 1 Driver: 170610
2017-07-15 23:33:52 AVAVER: 17.5.2302 AR2: 170705 defs: 17071500
2017-07-15 23:33:52 AR2CFG: 170623
2017-07-15 23:33:52 AR2DEV: Start 1 Driver: 170610

From BugReport.log for today

[2017-07-15 15:38:17.391] [notice ] [bug_report ] [ 2268: 5560] Processing package type 0.
[2017-07-15 15:39:59.322] [notice ] [bug_report ] [ 4196: 3852] Processing package type 0.
[2017-07-15 15:39:59.333] [notice ] [bug_report ] [ 4196: 3852] Processing package type 2.
[2017-07-15 15:39:59.359] [notice ] [bug_report ] [ 4196: 3852] Nothing was sent, logs report send interval not yet reached.
[2017-07-15 16:26:48.761] [notice ] [bug_report ] [ 4504: 6064] Processing package type 0.
[2017-07-15 16:26:48.786] [notice ] [bug_report ] [ 4504: 6064] About to submit payload of type 1.1
[2017-07-15 16:26:48.790] [warning] [bug_report ] [ 4504: 6064] * Payload name was not set.
[2017-07-15 16:26:48.990] [notice ] [bug_report ] [ 4504: 6064] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-07-15 16:26:49.004] [warning] [streamback ] [ 4504: 6064] StreambackAvast destroyed without calling Close().
[2017-07-15 16:26:49.011] [error ] [bug_report ] [ 4504: 6064] Payload upload failed
Exception: Empty response
Code: 0x0000000d (13)
[2017-07-15 16:26:49.025] [notice ] [bug_report ] [ 4504: 6064] Payload was not submitted.
[2017-07-15 18:11:13.524] [notice ] [bug_report ] [ 4760: 924] Processing package type 0.
[2017-07-15 18:11:13.551] [notice ] [bug_report ] [ 4760: 924] About to submit payload of type 1.1
[2017-07-15 18:11:13.556] [warning] [bug_report ] [ 4760: 924] * Payload name was not set.
[2017-07-15 18:11:13.736] [notice ] [bug_report ] [ 4760: 924] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-07-15 18:11:13.750] [warning] [streamback ] [ 4760: 924] StreambackAvast destroyed without calling Close().
[2017-07-15 18:11:13.762] [error ] [bug_report ] [ 4760: 924] Payload upload failed
Exception: Empty response
Code: 0x0000000d (13)
[2017-07-15 18:11:13.785] [notice ] [bug_report ] [ 4760: 924] Payload was not submitted.
[2017-07-15 21:47:06.292] [notice ] [bug_report ] [ 5340: 3348] Processing package type 0.
[2017-07-15 21:47:06.308] [notice ] [bug_report ] [ 5340: 3348] About to submit payload of type 1.1
[2017-07-15 21:47:06.323] [warning] [bug_report ] [ 5340: 3348] * Payload name was not set.
[2017-07-15 21:47:06.620] [notice ] [bug_report ] [ 5340: 3348] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-07-15 21:47:06.620] [warning] [streamback ] [ 5340: 3348] StreambackAvast destroyed without calling Close().
[2017-07-15 21:47:06.635] [error ] [bug_report ] [ 5340: 3348] Payload upload failed
Exception: Empty response
Code: 0x0000000d (13)
[2017-07-15 21:47:06.651] [notice ] [bug_report ] [ 5340: 3348] Payload was not submitted.
[2017-07-15 22:35:01.475] [notice ] [bug_report ] [ 5836: 5360] Processing package type 0.
[2017-07-15 22:35:01.646] [notice ] [bug_report ] [ 5836: 5360] About to submit payload of type 1.1
[2017-07-15 22:35:01.646] [warning] [bug_report ] [ 5836: 5360] * Payload name was not set.
[2017-07-15 22:35:01.990] [notice ] [bug_report ] [ 5836: 5360] * Metadata submitted and we don't want this payload. Marking as reported.
[2017-07-15 22:35:02.052] [warning] [streamback ] [ 5836: 5360] StreambackAvast destroyed without calling Close().
[2017-07-15 22:35:02.052] [error ] [bug_report ] [ 5836: 5360] Payload upload failed
Exception: Empty response
Code: 0x0000000d (13)
[2017-07-15 22:35:02.052] [notice ] [bug_report ] [ 5836: 5360] Payload was not submitted.
[2017-07-15 22:35:02.052] [notice ] [bug_report ] [ 5836: 5360] Processing package type 2.
[2017-07-15 22:35:02.099] [notice ] [bug_report ] [ 5836: 5360] Nothing was sent, logs report send interval not yet reached.
[2017-07-15 22:39:00.197] [notice ] [bug_report ] [ 5540: 3492] Processing package type 0.

from Chest.log

15/07/2017   16:32:04   Error 1722 in chestGetHandle secure context
15/07/2017   16:32:04   Error 1722 in chestGetHandle
15/07/2017   17:21:42   Error 1722 in chestGetHandle secure context
15/07/2017   17:21:42   Error 1722 in chestGetHandle
15/07/2017   19:06:10   Error 1722 in chestGetHandle secure context
15/07/2017   19:06:10   Error 1722 in chestGetHandle
15/07/2017   22:42:01   Error 1722 in chestGetHandle secure context
15/07/2017   22:42:01   Error 1722 in chestGetHandle
15/07/2017   23:33:52   Error 1722 in chestGetHandle secure context
15/07/2017   23:33:52   Error 1722 in chestGetHandle

from BCUEngine-trace.log

15.07.2017 16:36:52 ProcessId: 1608 ThreadId: 1788 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll Init()
15.07.2017 16:36:52 ProcessId: 1608 ThreadId: 1788 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll CheckCache()
15.07.2017 16:36:57 ProcessId: 1608 ThreadId: 1788 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll LoadExtensions()
15.07.2017 16:37:00 ProcessId: 1608 ThreadId: 1788 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll DeInit()
15.07.2017 17:21:26 ProcessId: 1608 ThreadId: 4592 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll Init()
15.07.2017 17:21:26 ProcessId: 1608 ThreadId: 4592 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll LoadExtensions()
15.07.2017 19:05:59 ProcessId: 4200 ThreadId: 3240 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll Init()
15.07.2017 19:05:59 ProcessId: 4200 ThreadId: 3240 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll LoadExtensions()
15.07.2017 21:25:09 ProcessId: 3716 ThreadId: 1852 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll Init()
15.07.2017 21:25:09 ProcessId: 3716 ThreadId: 1852 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll LoadExtensions()
15.07.2017 23:32:30 ProcessId: 4512 ThreadId: 3040 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll Init()
15.07.2017 23:32:30 ProcessId: 4512 ThreadId: 3040 From: C:\Program Files\AVAST Software\Avast\defs\17071500\bcuengine.dll LoadExtensions()

12:02am There must be a easiler way of doing this!!

12:03 Why the rubbish verification system? I am dyslexic and its a pain in the **** and I have to listen to the letters! I hope that once I post stuff a set number of times it will disappear!
Title: Re: AV Services Not Responding
Post by: bob3160 on July 16, 2017, 01:54:35 AM: Instructions how to use it can be easily found:
https://www.avast.com/en-us/faq.php?article=AVKB33#artTitle
Title: Re: AV Services Not Responding
Post by: REDACTED on July 16, 2017, 03:20:03 AM: Unfortunately, this is the "Free Avast ..." forum. So I didn't think that it was possible to use these instructions since it required a ticket -- and a ticker would only be issued for those who purchased the product.
Title: Re: AV Services Not Responding
Post by: bob3160 on July 16, 2017, 03:48:38 PM: Reported to Avast. Let's see if they can shed some light on this.
Title: Re: AV Services Not Responding
Post by: REDACTED on July 16, 2017, 10:02:10 PM: Thanks - let me know if I can provide any logs / output - etc.
Title: Re: AV Services Not Responding
Post by: bob3160 on July 16, 2017, 10:21:00 PM: Quote from: grf1000 on July 16, 2017, 10:02:10 PM
Thanks - let me know if I can provide any logs / output - etc.
If they need anything, the request should be asked for in this topic.
Title: Re: AV Services Not Responding
Post by: REDACTED on July 17, 2017, 01:18:52 AM: Just to pile on - I am having the exact same issue on Windows 10, x64 - Avast IIS - only components installed are file shield and the firewall.

No other security software installed on my machine.

It worked fine until recently then I got the UI failed to load, uninstalled per procedure seemed to work - but now it's red X in the tray randomly through the day. Tried another run through avast clear - no change.

Never had an issue before.
Title: Re: AV Services Not Responding
Post by: REDACTED on July 18, 2017, 01:34:28 PM: Just a little bit of further information - when the tray icon is red X'd and I bring up the window that says restart the service - if I click that I get a UAC prompt to allow changes which seems a little weird to me. I would assume that the service is already running as SYSTEM and should be able to restart itself without prompting.
Title: Re: AV Services Not Responding
Post by: REDACTED on August 12, 2017, 11:51:36 PM: Goodbye Avast, hello Bitdefender - too bad, I've used Avast for so many years, tried all suggestions, but it's just not working anymore.
Title: Re: AV Services Not Responding
Post by: bob3160 on August 13, 2017, 12:34:15 AM: Just for your information,after an update, there are changes to the program and it therefore required new permission. If you don't allow it, the program will fail.