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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: SpeedyPC on March 13, 2018, 04:16:08 AM

Title: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 13, 2018, 04:16:08 AM: G'day Avast,

My Avast Internet Security v18.2.2328 software updater is not working see image below, I've done a repair nothing has been resolved and I did a complete re-installed and I'm still having the same issue.

I'm not 100% if this is a bug issue might be related to W8.1 64bit platform, I've been away from Avast forum for a long time and I forget how to upload a file to FTP for Avast to review whether there is an error issue. I forget what Avast tool software to create a special file before uploading to FTP.

Thank you, I'll get back to you asap I need to get ready for Lodge.

(https://s18.postimg.org/4rjurmxzd/Avast_Software_Updater.jpg) (https://postimages.org/)
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 13, 2018, 05:47:54 AM: Quote from: SpeedyPC on March 13, 2018, 04:16:08 AM
I'm not 100% if this is a bug issue might be related to W8.1 64bit platform...
Hi Speedy, SU works for me.
Try to reset the SU database.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 13, 2018, 06:12:03 AM: Quote from: Asyn on March 13, 2018, 05:47:54 AM
Quote from: SpeedyPC on March 13, 2018, 04:16:08 AM
I'm not 100% if this is a bug issue might be related to W8.1 64bit platform...
Hi Speedy, SU works for me.
Try to reset the SU database.

G'day Asyn, I just about to leave house. How do I reset the reset the SU database? I cannot find this in the Avast settings would you please provide details, and when I get home tonight from Lodge I'll see if I can resolve this issue before I go to bed tonight.

Thank you Asyn ;)
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 13, 2018, 06:47:23 AM: Avast GUI -> Settings -> Components -> SU -> Reset option is on the bottom
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 13, 2018, 02:07:05 PM: Quote from: Asyn on March 13, 2018, 06:47:23 AM
Avast GUI -> Settings -> Components -> SU -> Reset option is on the bottom

There is no reset option, only Install & Uninstall Components see image below.

(https://s18.postimg.org/dxottfy49/Avast_Software_Updater_1.jpg) (https://postimages.org/)
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: bob3160 on March 13, 2018, 05:23:05 PM: Click on Customize
(https://screencast-o-matic.com/screenshots/u/Lh/1520958149251-51697.png)
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 14, 2018, 01:24:27 AM: Quote from: bob3160 on March 13, 2018, 05:23:05 PM
Click on Customize
(https://screencast-o-matic.com/screenshots/u/Lh/1520958149251-51697.png)

Won't let me click on to customizing because the texts are grey out, doesn't give me the option of the screenshot you've post Bob
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 14, 2018, 05:20:15 AM: Try to uninstall/reinstall the SU component. (Reboot in between)
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 14, 2018, 06:39:09 AM: Quote from: Asyn on March 14, 2018, 05:20:15 AM
Try to uninstall/reinstall the SU component. (Reboot in between)

Nope, it didn't work at all same issue, I need to create a file for Avast to uploaded to FTP for them to investigate. Could you please set a red flag for Avast to have this issue resolved.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 14, 2018, 06:44:49 AM: Follow instructions: https://support.avast.com/article/33/
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 14, 2018, 06:59:01 AM: Thanks, doing this now.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 14, 2018, 07:06:49 AM: You're welcome.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 14, 2018, 12:21:39 PM: My Avast Support Ticket:- 9OW0D

Zip File: 20180314_0553_9OW0D_1618307683.zip

Please let me know if you need a full dump file.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 15, 2018, 02:13:40 AM: Asyn do you have a rough idea how long does Avast take to reply my support ticket??
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 15, 2018, 05:09:23 AM: Quote from: SpeedyPC on March 15, 2018, 02:13:40 AM
Asyn do you have a rough idea how long does Avast take to reply my support ticket??
Hi Speedy, it can take a few (business) days to get a reply.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 15, 2018, 05:51:46 AM: Quote from: Asyn on March 15, 2018, 05:09:23 AM
Quote from: SpeedyPC on March 15, 2018, 02:13:40 AM
Asyn do you have a rough idea how long does Avast take to reply my support ticket??
Hi Speedy, it can take a few (business) days to get a reply.

Understood and thank you.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 21, 2018, 02:13:19 AM: Still, haven't received any feedback from Avast on my current issue.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 21, 2018, 06:29:58 AM: Hi Speedy, Bob forwarded it and I provided your File-ID from the support tool.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 21, 2018, 06:36:46 AM: Quote from: Asyn on March 21, 2018, 06:29:58 AM
Hi Speedy, Bob forwarded it and I provided your File-ID from the support tool.

Thank you.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 21, 2018, 07:02:04 AM: You're welcome.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 28, 2018, 05:54:40 AM: Is nearly over a week now and still no response from Avast
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 28, 2018, 07:07:38 AM: Quote from: SpeedyPC on March 28, 2018, 05:54:40 AM
Is nearly over a week now and still no response from Avast
Post your ticket-ID.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 28, 2018, 12:37:15 PM: Quote from: Asyn on March 28, 2018, 07:07:38 AM
Post your ticket-ID.

My Avast Support Ticket:- 9OW0D

Zip File: 20180314_0553_9OW0D_1618307683.zip

Please let me know if you need a full dump file.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 29, 2018, 06:32:05 AM: That's the file-ID from support tool which I already forwarded to the devs.
I/we need your ticket-ID from Avast support to report/push it for you.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 29, 2018, 09:03:38 AM: Quote from: Asyn on March 29, 2018, 06:32:05 AM
I/we need your ticket-ID from Avast support to report/push it for you.

Where do I find that?? I thought this was my support ticket #9OW0D ???

Does this means I have to run the Avast Tool again??
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 29, 2018, 09:07:41 AM: Did you submit a ticket..!? (https://support.avast.com/contact)
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 29, 2018, 01:37:18 PM: The contact section gave me a phone number to contact Avast, I can't use a phone because I'm deaf.

Can somebody please get me the Avast Staff in this direct topic, before rip my hair out.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: bob3160 on March 29, 2018, 01:47:49 PM: Quote from: SpeedyPC on March 28, 2018, 12:37:15 PM
Quote from: Asyn on March 28, 2018, 07:07:38 AM
Post your ticket-ID.

My Avast Support Ticket:- 9OW0D

Zip File: 20180314_0553_9OW0D_1618307683.zip

Please let me know if you need a full dump file.
I've put this forward on the developers board. Let's see if that helps to get a reply.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on March 29, 2018, 02:10:31 PM: It's 11 pm Australian time I'm going to bed.

Thanks again Bob, I wish there was an Avast support section for the deaf as they can't communicate over the phone.
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: Asyn on March 30, 2018, 06:37:16 AM: Quote from: SpeedyPC on March 29, 2018, 02:10:31 PM
Thanks again Bob, I wish there was an Avast support section for the deaf as they can't communicate over the phone.
You can submit a ticket here: https://support.avast.com/contact/paid_pc
Title: Re: Avast Software Updater is not working using W8.1 64bit
Post by: SpeedyPC on April 03, 2018, 07:22:17 AM: (https://media0.giphy.com/media/7zVHVGC0aS3Hq/giphy.gif) I give up with Avast and still no return reply, looks like I've been wasting my time waiting and they don't appreciate my help and my current issue.

Have a nice day