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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: StephyFace on November 13, 2018, 10:48:47 AM

Title: Avast Interrupting my Internet Connection
Post by: StephyFace on November 13, 2018, 10:48:47 AM
So, I have been noticing lately, some unusual things happening with my internet connection. Sometimes it will just drop for no reason, but usually reconnects quickly, however, it's been happening more often also. It's extremely inconvenient when I am busy working on something important & suddenly there's no net. Yesterday, it lasted longer than usual, then just now, I couldn't get a connection. Even though my modem clearly seems to be working fine, the first thing I did was reset it and my router, and of course, they are both working fine. I just had a hunch, and thought to try and disabled Avast, & as soon as i did, tada, internet working fine. I have done some googling and found others have had this issue at some point as well.
What is causing this & how can I stop it without having to disable Avast completely?
I have used Avast for MANY MANY MANY years and I have NEVER had this problem before now. I do not ever mess with the Avast settings either, nor do I understand why it's causing this issue all of a sudden. Before I try what some of the old posts suggest to try & fix it (which seems basically to be just to restore to default settings????) I wanted some feedback first, because this just makes no sense to me.
Title: Re: Avast Interrupting my Internet Connection
Post by: Asyn on November 13, 2018, 11:23:15 AM
- Which Avast..? (Free/Pro/IS/Premier)
- Which version..?
- OS..? (32/64 Bit..? - which SP/Build..?)
- Other security related software installed..?
Title: Re: Avast Interrupting my Internet Connection
Post by: drksky1056 on November 13, 2018, 02:11:21 PM
I found this morning that Avast is blocking DNS traffic.  I cannot ping hosts by name, but IP address pings work fine.  Disabling shields allows DNS requests to go through.  I have been using Avast on the computer in question for months, so whatever update went out in the last 24 hours is breaking DNS.

I am using 8.8.8.8 and 8.8.4.4 as my DNS resolvers.

Oh, and you CAPTCHA images suck
Title: Re: Avast Interrupting my Internet Connection
Post by: Asyn on November 13, 2018, 02:34:09 PM
Start your own topic and provide details.

PS: Captcha is only needed for your first 3 posts. (Spam protection)
Title: Re: Avast Interrupting my Internet Connection
Post by: Nancy115 on November 13, 2018, 03:07:40 PM
Seeing the same issue.  Avast blocking DNS and the Avast service constantly using 40-50% CPU, even with the shields turned off.
Title: Re: Avast Interrupting my Internet Connection
Post by: Matt343 on November 13, 2018, 04:22:25 PM
Our network is blowing up because of this.  Submitted a ticket.  No response from Avast yet.  All DNS traffic being blocked, processor through the roof.  C'mon Avast you're better than this, theres no excuse for suddenly bringing a company down.
Title: Re: Avast Interrupting my Internet Connection
Post by: BWhit on November 13, 2018, 04:32:43 PM
Hi Everyone,

In order to trace what is causing this, can I ask anyone affected by this issue to help identify which Shield is causing the issue? To do this, please open the Avast application > click "Protection" on the left hand side > click on the "Core Shields" tile > turn the shields off one by one and test if the issue persists. Please confirm which shield needed to be disabled before the DNS requests go through.
Title: Re: Avast Interrupting my Internet Connection
Post by: Matt343 on November 13, 2018, 04:51:28 PM
Webshield
Title: Re: Avast Interrupting my Internet Connection
Post by: plknicely on November 13, 2018, 05:01:13 PM
Avast has killed any attemp to get on the Internet on both my laptop and desktop. I am running Windows 10 pro with the latest updates. I have uninstalled Avast on both computers and they are now working normally.
Title: Re: Avast Interrupting my Internet Connection
Post by: wvrick1958 on November 13, 2018, 05:14:29 PM
I too am having the same problem with Premier. 

Blocked Facebook notification and messages, I run a virus scan and it says the problem with my network issue with router settings and suggests I buy an add-on.  After I can no longer access the internet, I disable Avast for 10 minutes and have full working access with greater load speeds.

I uninstalled Avast Prem then reinstall with the same problems. I have 200 days left in my sub and hate to lose what I've paid to switch AV.

AVAST is BLOCKING my internet!
Title: Re: Avast Interrupting my Internet Connection
Post by: lilpav94 on November 13, 2018, 05:21:58 PM
I am dealing with the exact same issue. Internet dropping randomly and avast service constantly 30-70%cpu usage.
Title: Re: Avast Interrupting my Internet Connection
Post by: 417paint on November 13, 2018, 05:36:52 PM
Same here.  I have to completely disable shields to get anything on my internet connection.  I don't have time to disable one at a time, as I'm running a business.  That's your job.
Title: Re: Avast Interrupting my Internet Connection
Post by: wvrick1958 on November 13, 2018, 05:40:18 PM
That's it for me, I'll change to something else.  I'm not using an AV that tries to force me to buy add-ons by blocking my router.
Title: Re: Avast Interrupting my Internet Connection
Post by: HK on November 13, 2018, 05:52:18 PM
Hello,

Thank you all for the reports.
We are looking into the issue.

If possible, could you please provide more details like:
- Your Avast edition (Free, Internet Security, ...)
- Windows version
- The exact error message from the browser (ideally with info about browser version)
- Does the issue appear immediately after enabling Web Shield or is it working for some time and then breaks?
- Does ping of domain work or just ping of IP address?
- Generate support package with debug logging enabled (Menu > Settings > General > Maintenance > Enable debug logging) when the issue appears and send us the ID: https://support.avast.com/en-ww/article/Submit-support-file

Thank you,
HK
Title: Re: Avast Interrupting my Internet Connection
Post by: lilpav94 on November 13, 2018, 06:03:44 PM
Avast Free Antivirus
Program 18.7.2354 Build(18.7.4041.0)
Virus definitions 181113-8
number of definitions 5,133,906
Windows Version 10 Home with ALL updates installed up-to-date
Google chrome browser
My internet is back on normally even with the shields on.
Turning web shield off fixes everything. The cpu usage goes from idle 30-50% and with the web shield off it goes to under 0-5%

It seems it might have fixed itself? I can now have the web shield on and the cpu usage is normal 0-5%
I will generate a support package if the issue pops up again
Title: Re: Avast Interrupting my Internet Connection
Post by: lilpav94 on November 13, 2018, 06:53:54 PM
Issue popped up again.
This site can’t be reached forum.avast.com’s server IP address could not be found.
Try:

Checking the connection
Checking the proxy, firewall, and DNS configuration
Running Windows Network Diagnostics
ERR_NAME_NOT_RESOLVED

Title: Re: Avast Interrupting my Internet Connection
Post by: wvrick1958 on November 13, 2018, 07:07:12 PM
Avast Premier
Program ver: 18.7.2354 (build 18.7.4041.389)
Virus def ver: 181113-10
Number of defs: 5.130.654

- Windows version: Win 8.1
- Does the issue appear immediately after enabling Web Shield or is it working for some time and then breaks? It breaks while in normal mode but if you disable web services for 10 minutes everything works fine and super fast page loading.

The only reason its still on my PC is because the wife is at work and I don't want to bother her for the password to a free AV from our ISP.

Here is a screenshot of the add-on Avast wants me to buy to fix the DNS problem.
Title: Re: Avast Interrupting my Internet Connection
Post by: jaroslav.nix on November 13, 2018, 09:25:21 PM
Hello, we are very sorry about these issues. Would it be please possible to create memory dump of Avast service from such a moment (dns not working, Avast svc consuming a lot of CPU). The dump can be created by right mouse click in task manager, but please do not forget to disable the self protection in troubleshooting section, otherwise the computer deadlock might happen. Please upload dump to Avast FTP and provide here the file name. Thank you.
Title: Re: Avast Interrupting my Internet Connection
Post by: carver Smith on November 13, 2018, 09:48:58 PM
I have seen this now with 5 friends.
4 were using the Free and one had updated to something higher and I don't know what it was.
I uninstalled AV free, rebooted and downloaded and installed free again, and it worked, she had internet again. She said something about DNS problem on the screen but since I connected remotely after she uninstalled Avast free I could not try anything except from experience I had her remove the free.
Title: Re: Avast Interrupting my Internet Connection
Post by: brad118 on November 13, 2018, 10:00:42 PM
I too am having the same problem with Premier. 

Blocked Facebook notification and messages, I run a virus scan and it says the problem with my network issue with router settings and suggests I buy an add-on.  After I can no longer access the internet, I disable Avast for 10 minutes and have full working access with greater load speeds.

I uninstalled Avast Prem then reinstall with the same problems. I have 200 days left in my sub and hate to lose what I've paid to switch AV.

AVAST is BLOCKING my internet!

Same issue...Internet lost after clicking Facebook notification or message links.
Title: Re: Avast Interrupting my Internet Connection
Post by: calliefgrace on November 13, 2018, 10:22:18 PM
I am having this issue as well. Was looking for a bunch of solutions then I saw a comment about someone talking about how they had this DNS issue with their AVG anti-virus. So it made me think to disconnect Avast cause it has blocked my wifi before. And VOILA! I am on wifi again. Def an issue with Avast. Especially if so many are experiencing it.
Title: Re: Avast Interrupting my Internet Connection
Post by: wvrick1958 on November 13, 2018, 10:35:10 PM
Just uploaded the dump file named

lockAvastUI.7z    to Avast FPV / incoming directory.   I meant to say ftp  ;)
Title: Re: Avast Interrupting my Internet Connection
Post by: bob3160 on November 13, 2018, 10:51:13 PM
Just uploaded the dump file named

lockAvastUI.7z    to Avast FPV / incoming directory.
Avast is looking at that file right now. Thanks. :)

Title: Re: Avast Interrupting my Internet Connection
Post by: wvrick1958 on November 13, 2018, 10:59:20 PM
Just uploaded the dump file named

lockAvastUI.7z    to Avast FPV / incoming directory.
Avast is looking at that file right now. Thanks. :)

The dump was created using the Core Shields/Behavior Shield "Off for 10 minutes) setting and I never got it to lock internet access but on facebook messages and notifications would not load.
Title: Re: Avast Interrupting my Internet Connection
Post by: bob3160 on November 13, 2018, 11:25:01 PM
From Avast,
"the fix is in VPS 181113-12 (expected release in 2 hours)"
In 2 hrs, try the update,
(https://screencast-o-matic.com/screenshots/u/Lh/1542147735328-63377.png)
Once updated, reboot and test. :)
Title: Re: Avast Interrupting my Internet Connection
Post by: matthew395 on November 13, 2018, 11:30:57 PM
Myself and the other employees at our company are having the same Avast DNS issue. Avast was also using 80% of the CPU. I uninstalled and reinstalled and it seemed to fix it for a few hours. Now the same problem is happening again. I will have to switch everyone off Avast if this isn't resolved shortly, we need protection and Internet together.

I also use facebook, so it's possible that is triggering it. Can't confirm. Please resolve ASAP.
Title: Re: Avast Interrupting my Internet Connection
Post by: wvrick1958 on November 13, 2018, 11:33:21 PM
From Avast,
"the fix is in VPS 181113-12 (expected release in 2 hours)"
In 2 hrs, try the update,
(https://screencast-o-matic.com/screenshots/u/Lh/1542147735328-63377.png)
Once updated, reboot and test. :)

Thanks
Title: Re: Avast Interrupting my Internet Connection
Post by: lukor on November 13, 2018, 11:44:22 PM
Guys, thanks a lot to everyone who has sent us dumps. These have been extremely helpful and the virus lab team has just (an hour ago) found a problem with one of the recent patterns in the scanning engine. Under some circumstances (and yes, certain links on facebook also match these), the scanner could enter an endless loop and eventually stop everything that goes through it (in this case it was the WebShield component and hence the internet errors).

The team is already building a Virus DB update and as announced earlier it should be out in a couple of hours. We'll post here once the fix is available!

We are really sorry about this. We have already discussed several ways how to update the code so that similar bugs are avoided in the future - and will continue with that tomorrow.

Thanks again to everyone who helped us troubleshoot it by reporting the details here!

Lukas.
Title: Re: Avast Interrupting my Internet Connection
Post by: lukor on November 14, 2018, 12:14:49 AM
Virus definition version that fixes the issue is: VPS 181113-12

It should be out right now!

Thank you.
Title: Re: Avast Interrupting my Internet Connection
Post by: cernik on November 14, 2018, 12:19:55 AM
VPS 18113-12 was released
Title: Re: Avast Interrupting my Internet Connection
Post by: wvrick1958 on November 14, 2018, 12:20:20 AM
Works great!   Thanks   :)
Title: Re: Avast Interrupting my Internet Connection
Post by: Srfrdrew on November 14, 2018, 12:51:33 AM
still having issues getting error pages when using Google Chrome Browser, please advise? 

Unable to access the internet, do not want to disable webshield.  Please advise?
Title: Re: Avast Interrupting my Internet Connection
Post by: DavidR on November 14, 2018, 01:19:40 AM
still having issues getting error pages when using Google Chrome Browser, please advise? 

Unable to access the internet, do not want to disable webshield.  Please advise?

Clear your browser cache and do a manual VPS update, I have just done that and it brought in VPS version 181113-13.
Title: Re: Avast Interrupting my Internet Connection
Post by: Srfrdrew on November 14, 2018, 01:28:44 AM
Thank you David for the response and update.. I have quite a few unhappy users right now, so you can appreciate the severity of it all.
Title: Re: Avast Interrupting my Internet Connection
Post by: DavidR on November 14, 2018, 01:38:38 AM
You're welcome, you don't say if your or your customers have done a manual VPS update rather than wait for the next time the program actually checks for one.

Previously the VPS Update used to have a setting to change the delay between update checks, it used to be 4 hours which could be reduced to every 2 hours.  I can't find that setting now, I don't know if that is because the streaming updates happen very frequently.
Title: Re: Avast Interrupting my Internet Connection
Post by: calliefgrace on November 14, 2018, 02:40:23 AM
Thank you! It worked for the most part though downloads take forever when Avast is enabled it seems. Had to reinstall iTunes and it was taking an hour. Canceled that download, and it took a couple minutes. Hope there's a fix soon! Thank you to all the programmers there for all the hard work trying to fix the issues and fixing the primary issue. Things happen, programs have or cause errors, but it seems to always get fixed, and it's probably not an easy task so thank you all for your hard work, and hope everyone is having a wonderful evening!
Title: Re: Avast Interrupting my Internet Connection
Post by: alanb on November 14, 2018, 04:38:07 PM
Previously the VPS Update used to have a setting to change the delay between update checks

It is still there in (paid) AIS.
Title: Re: Avast Interrupting my Internet Connection
Post by: DavidR on November 14, 2018, 06:03:06 PM
Previously the VPS Update used to have a setting to change the delay between update checks

It is still there in (paid) AIS.

Just another straw to try and break the camels back or death by a thousand cuts.  I rather think those in marketing have lost the plot if they think that will convert free users to paid. 

All they need to do is manually update each time they open their system for activity.  For me it isn't an issue as I'm happy enough with the streaming updates, however they can't deliver any engine updates, etc. etc.

That said your image is of the Program Update settings when done will also check for VPS Updates.
Title: Re: Avast Interrupting my Internet Connection
Post by: mchain on November 14, 2018, 06:55:05 PM
Rebooting your system and connected to Internet with Avast installed will cause an automatic VPS update in my experience.

See attached below.
Title: Re: Avast Interrupting my Internet Connection
Post by: bob3160 on November 14, 2018, 11:43:22 PM
Those setting are still available in the Free version.
(https://screencast-o-matic.com/screenshots/u/Lh/1542235190920-93420.png)
I personally don't think you need to check every 5 min. but, to each their own.
I'm setting mine back to 120 min. :)
Title: Re: Avast Interrupting my Internet Connection
Post by: DavidR on November 15, 2018, 12:38:59 AM
Those setting are still available in the Free version.
(https://screencast-o-matic.com/screenshots/u/Lh/1542235190920-93420.png)
I personally don't think you need to check every 5 min. but, to each their own.
I'm setting mine back to 120 min. :)

Ah, looking in the wrong darn place, Looking in both the Virus Definitions and Program Update settings.
Title: Re: Avast Interrupting my Internet Connection
Post by: bob3160 on November 15, 2018, 12:45:24 AM
Those setting are still available in the Free version.
(https://screencast-o-matic.com/screenshots/u/Lh/1542235190920-93420.png)
I personally don't think you need to check every 5 min. but, to each their own.
I'm setting mine back to 120 min. :)

Ah, looking in the wrong darn place, Looking in both the Virus Definitions and Program Update settings.
Apologies accepted. :) :) :)
Title: Re: Avast Interrupting my Internet Connection
Post by: mollask on February 19, 2020, 03:27:16 PM
Is anyone still having trouble with this? I'm on a Mac running the newest OS, and yesterday I couldn't connect to 2 seperate wifi networks. I can today, from my home office network. I turned off Avast yesterday, turned off my firewall, and still bupkis. I will try again this week when I'm out and about, but everyone else in both establishments had access, and so did my iphone. Just after installing Avast for the first time in years, did I have the issue.
Title: Re: Avast Interrupting my Internet Connection
Post by: bob3160 on February 19, 2020, 03:41:36 PM
Is anyone still having trouble with this? I'm on a Mac running the newest OS, and yesterday I couldn't connect to 2 seperate wifi networks. I can today, from my home office network. I turned off Avast yesterday, turned off my firewall, and still bupkis. I will try again this week when I'm out and about, but everyone else in both establishments had access, and so did my iphone. Just after installing Avast for the first time in years, did I have the issue.
Please don't post in an old topic.
Start your own topic and describe your problem in the correct section of the forum.
https://forum.avast.com/index.php?board=5.0 (https://forum.avast.com/index.php?board=5.0)