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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: dominique.pacco on July 19, 2018, 11:17:32 AM

Title: Avast Free XP UI Failed to load
Post by: dominique.pacco on July 19, 2018, 11:17:32 AM
Because I got the UI error message over and over again, I decided to reinstall Avast Free.

I Used the Offline Installer 17.8.2318, after which everything worked fine, and I could open the User Interface and see its version.

After a while Avast Free found it could be updated and did this to the actual version 18.5.2342.
Even after that update I still could open the User Interface and see it was updated to the new version.
During aal this tine I always see the service AvastSvc.exe running.

After a while Avast asked to reboot the system, or postpone the request for 10 minutes.

As long as the reboot was postponed, I could open the User Interface without problem.
However after reboot I get the an AvastUI error window telling
   UI Failed to Load
   This is really embarassing
   AV Service is not responding
   Exit or Restart Service.
As this happens the service AvastSvc.exe is gone.

After restarting the service by this means (AvastUI error window)I see  AvastSvc.exe for a while, and then the service(process) exits and I get again that AvastUI error window.

Why everyting (AvastSvc.exe) seemed to work before the (mandatory) reboot, and not any more after?

This is the AvastSc.log file after each restart of the service.
It seems the error " failed to connect to service controller" is the reason why the service exits.
NB. Background Intelligent Transfer Service is always running.

[2018-07-19 09:07:15.531] [info   ] [settings   ] [ 3240: 3252] paths.ini_store configuration is empty, settings ini store folder to asw::instup::GetDataDirectory.
[2018-07-19 09:07:45.171] [info   ] [svcmain    ] [ 3240: 3252] Installing CrashGuard global exception handler...
[2018-07-19 09:07:45.171] [info   ] [crashguard ] [ 3240: 3252] CrashGuard global exception handler installed
[2018-07-19 09:07:45.171] [info   ] [crashguard ] [ 3240: 3252] CrashGuard initialized successfully, external dumping enabled
[2018-07-19 09:07:45.171] [info   ] [crashguard ] [ 3240: 3252] Crash handler installed successfully process-wide from module 4194304
[2018-07-19 09:07:45.171] [info   ] [svcmain    ] [ 3240: 3252] Service starting up.
[2018-07-19 09:07:45.281] [info   ] [base_init  ] [ 3240: 3252] Entering basInitLibrary...
[2018-07-19 09:07:45.281] [info   ] [base_init  ] [ 3240: 3252] Calling cmnbInit...
[2018-07-19 09:07:45.281] [info   ] [base_init  ] [ 3240: 3252] Calling CrashHandlerInstall...
[2018-07-19 09:07:45.296] [info   ] [crashguard ] [ 3240: 3252] Crash handler is already resident in this process. Enabling only manual dumping from this binary.
[2018-07-19 09:07:45.312] [info   ] [crashguard ] [ 3240: 3252] CrashGuard initialized successfully, external dumping enabled
[2018-07-19 09:07:45.312] [info   ] [base_init  ] [ 3240: 3252] Validating paths...
[2018-07-19 09:07:45.312] [info   ] [base_init  ] [ 3240: 3252] Initializing languages - getting ini...
[2018-07-19 09:07:45.312] [info   ] [base_init  ] [ 3240: 3252] Initializing languages - GetLocaleInfo...
[2018-07-19 09:07:45.312] [info   ] [base_init  ] [ 3240: 3252] Initializing languages - basCreateLanguagePath...
[2018-07-19 09:07:45.312] [info   ] [base_init  ] [ 3240: 3252] Initializing languages - basInitThreadLocale...
[2018-07-19 09:07:45.312] [info   ] [base_init  ] [ 3240: 3252] Initializing language paths...
[2018-07-19 09:07:45.343] [info   ] [base_init  ] [ 3240: 3252] Loading Base.dll...
[2018-07-19 09:07:45.359] [info   ] [base_init  ] [ 3240: 3252] Calling GetComputerName...
[2018-07-19 09:07:45.359] [info   ] [base_init  ] [ 3240: 3252] Calling InitTCPIP...
[2018-07-19 09:07:45.375] [info   ] [base_init  ] [ 3240: 3252] Calling InitSound...
[2018-07-19 09:07:45.375] [info   ] [base_init  ] [ 3240: 3252] Leaving basInitLibrary...
[2018-07-19 09:07:45.375] [error  ] [serviceapp ] [ 3240: 3252] failed to connect to service controller
[2018-07-19 09:07:45.375] [info   ] [svcmain    ] [ 3240: 3252] Service shut down completely.
[2018-07-19 09:07:45.375] [info   ] [settings   ] [ 3240: 4028] WatchThread termination requested via IDX_TERMINATE.
[2018-07-19 09:07:45.375] [info   ] [settings   ] [ 3240: 4028] WatchThread gracefully terminated.
Title: Re: Avast Free XP UI Failed to load
Post by: Asyn on July 19, 2018, 11:28:24 AM
- OS..? (32/64 Bit..? - which SP/Build..?)
- Other security related software installed..?
- Which AV(s) did you use before Avast..?
Title: Re: Avast Free XP UI Failed to load
Post by: dominique.pacco on July 19, 2018, 11:47:39 AM
Forgot to specify:

Windows XP SP3, with all standard updates.
Avast Free is and was the only Antivirus on the system.

There is no other security SW installed

Can I do any additional investigation, tests ?
Title: Re: Avast Free XP UI Failed to load
Post by: Asyn on July 19, 2018, 11:52:31 AM
-> https://support.avast.com/article/Troubleshoot-Antivirus-UI-Failed-load
Title: Re: Avast Free XP UI Failed to load
Post by: dominique.pacco on July 19, 2018, 02:28:41 PM
Background Intelligent Transfer Service was Automatic and Started
Terminal Services was Automatic and Started

Nevertheless I restarted my whole installation cycle following accurately the indications in
https://support.avast.com/en-us/article/Troubleshoot-Antivirus-UI-Failed-load/
Even so I couldn't manage to have Avast Free correctly installed.

avastclear.exe as Administrator / reboot safe mode, continue deinstall / reboot  OK.
avast_free_antivirus_setup_offline.exe as Administrator  OK.
... Install
... Your Avast Free Antivirus Installation is in progress window shows up.  OK.
... You are protected window is NOT shown !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

And attempting to open the User Interface gives again the error "UI Failed to Load"


WHY DON'T I GET THE WINDOW "You are protected" following this installation.



That's the reason why this I started this topic after an installation from the Offline Installer 17.8.2318.
That way I managed - at least temporarily - to open the UI and see that the actual version 18.5.2342 got installed until I rebooted the system on request of an Avast Message, as explained previously.
Title: Re: Avast Free XP UI Failed to load
Post by: Asyn on July 20, 2018, 06:26:02 AM
You could try the latest beta: https://forum.avast.com/index.php?board=15
Title: Re: Avast Free XP UI Failed to load
Post by: dominique.pacco on July 20, 2018, 09:34:08 AM
I installed the Beta version 18.6.2343 with installed correctly according the control panel/Add and Remove Programs/ Currently installed programs and updates.

However I still cannot open the AvastUI.
Therefore same behavior as 18.5.2342

I am fully conviced that
[2018-07-19 09:07:45.375] [error  ] [serviceapp ] [ 3240: 3252] failed to connect to service controller
best explains the error. Indeed that error message comes 30 seconds after starting the service, ... which fails after a timeout of 30 seconds.

I assume this corresponds to the Microsoft error 1053.

I wonder if there would be a .NET Framework requirement in order to run the AvastSvc.exe. Indeed  I have no .NET Framework installed in this XP-SP3 system (enhanced with alle required Microsoft KB security updates).

Title: Re: Avast Free XP UI Failed to load
Post by: Asyn on July 20, 2018, 09:43:04 AM
Follow instructions: https://support.avast.com/article/33/
Post your File-ID here afterwards.
Title: Re: Avast Free XP UI Failed to load
Post by: dominique.pacco on July 20, 2018, 10:17:59 AM
File ID = 2NHRP

20180720_0814_2NHRP_2639675650.zip
Title: Re: Avast Free XP UI Failed to load
Post by: Asyn on July 20, 2018, 10:25:19 AM
File ID = 2NHRP
Thanks, I forwarded it for you.
Title: Re: Avast Free XP UI Failed to load
Post by: bob3160 on July 20, 2018, 01:44:51 PM
You should also be aware of the following just announced by Avast:
https://forum.avast.com/index.php?topic=220639.msg1469787#msg1469787 (https://forum.avast.com/index.php?topic=220639.msg1469787#msg1469787)
Title: Re: Avast Free XP UI Failed to load
Post by: dominique.pacco on July 23, 2018, 10:59:05 AM
On another XP SP3 system I have no problem with the AvastUI.

This feels strange because both were installed are very similarly and have evolved in the same way.

The one where I get the error is a Laptop which has much less products installed as the other (without AvastUI error) one. Basically the one with the error only runs Outlook Express and browsers (Google Chrome, FireFox, Avast Secure Browser).

How/when will I get feedback from the support file provided to you?
Title: Re: Avast Free XP UI Failed to load
Post by: Asyn on July 23, 2018, 11:59:31 AM
How/when will I get feedback from the support file provided to you?
Can't give any timeframe, devs need to analyze it first and it's holiday season. ;)
Title: Re: Avast Free XP UI Failed to load
Post by: dominique.pacco on August 04, 2018, 11:31:45 AM
Is the PC still protected in the same way as when the UI would load correctly?

N.B. I can share this Laptop allowing remote desktop access for on-site investigation of the Failing UI load.

How Can I see the progress of my service call ?
Title: Re: Avast Free XP UI Failed to load
Post by: dominique.pacco on August 05, 2018, 12:43:38 PM
Thanks Uberevangelist with your reply #17.

But this still does not address my topic #13.
Has my pertinent questions been overlooked?

I suspect that it's easier to comment general consideration, avoiding to address very specific and detailed questions which requires developers assistance. I see my problem in several topics, but strange enough I found no detailed explanations on a solution for that recurrent problem.

Could I get decent answers on topic #13 please to pinpoint the cause of the problem, hence find a solution to that evident erroneous behavior problem?
Title: Re: Avast Free XP UI Failed to load
Post by: dominique.pacco on August 26, 2018, 11:52:46 AM
I installed the latest version 18.6.2349

Problem is persisting.
Avast still tells : your system is unsecured.

What am I doing wrong ?
Title: Re: Avast Free XP UI Failed to load
Post by: chris.. on October 31, 2018, 01:06:38 PM
Hi dominique.pacco

have you some news now ?

... because french user I drive seems to have same issue with xp
https://forum.avast.com/index.php?topic=222929.0

I indicated him to perform all the proposed procedures (restart services, repair, uninstall with the tool) but issue is still here.

Quote
I wonder if there would be a .NET Framework requirement in order to run the AvastSvc.exe. Indeed  I have no .NET Framework installed in this XP-SP3 system (enhanced with alle required Microsoft KB security updates).

I'm going to ask the user if he has NET.framework but it's possible that is the source of the problem, I've already had some problems with xp and avast due to Kernel-Mode Driver Framework (KMDF) installed with net.framework v2.0