Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: GreatFox422 on April 30, 2019, 01:12:51 PM
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Every morning at about 5:30, give or take an hour, avast crashes. According to the Windows Event Logs, this has been happening for over a week now, starting on about April 19th. As time went on, things began to get worse. It would always reboot, but the window began appearing, interrupting other programs (particularly fullscreen) in order to bring up the main menu, despite be having Silent Mode on.
Alongside the error is a message saying that it failed to connect to "shepherd.ff.avast.com timed out after none of the configured DNS servers responded." This is always present after the crash and corresponds with an my internet being quietly severed. Turning off the web shields and then back on again seems to solve at least that issue, though I know I am not the only person to have experienced this.
Absolutely nothing changed on the 19th. I did not visit any new sites that day or the day before, no files were downloaded, nothing "new" was experienced.
I ran the repair function on the morning of the 26th, and it said avast needed to reboot my computer. I do not know if that means it found something broken. However, as of this morning the problem has begun again, at the same time, with another webshield blockage. I tried accessing a log of some sort but it wouldn't load. I just kind of stumbled into it so I don't know what it was for or if it is relebant.
This is an urgent problem because it is definitely getting worse. I am forced to consider uninstalling avast but I would rather not.
My OS is Windows 7 32-bit. I am using free antivirus.
If anyone can help, please.
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- Which version of Avast Free..?
- Other security related software installed..?
- Which AV(s) did you use before Avast..?
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- Which version of Avast Free..?
- Other security related software installed..?
- Which AV(s) did you use before Avast..?
-If you mean version, my update is set to auto and it speaks of the April 9th update.
-I have Advanced System Care 8 running passively, and I have MalwareBytes Anti-Malware on call. Both have been there since the start of this installation (back in 2016 after I installed a new motherboard), and neither have been updated, nor has any problem of this nature occurred within the past several years, nor the years before.
-On this installation, none. On this PC, none.
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1. Download Avast Free Antivirus: https://files.avast.com/iavs9x/avast_free_antivirus_setup_offline.exe
2. Follow instructions: https://www.avast.com/uninstall-utility (Run this tool for all prior installed Avast versions..!!)
3. Reinstall Avast with the downloaded installer from point 1.
4. Reboot.
PS: Regarding Avast & Malwarebytes, see: https://forums.malwarebytes.com/topic/200324-exclusions-for-avast-users/
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so uninstall and reinstall, basically. I sort of figured that's what repair did.
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Even if this fixes it, why does it keep happening consistently around the same time every day? What is it doing at that time that causes it to crash? Is there a log of any kind kept somewhere?
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Hi GreatFox422,
can you please upload few dump file for analysis ?
Dump files are stored in c:\Program Data\Avast Software\Avast\log folder and have *.dmp file extension.
Please zip them into GreatFox422_4_2019.zip file and upload them to avast ftp server (ftp://ftp.avast.com/incoming)
Thank you for report !
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Hi GreatFox422,
can you please upload few dump file for analysis ?
Dump files are stored in c:\Program Data\Avast Software\Avast\log folder and have *.dmp file extension.
Please zip them into GreatFox422_4_2019.zip file and upload them to avast ftp server (ftp://ftp.avast.com/incoming)
Thank you for report !
I do not have any .dmps but I do have .mdmps. Is that the same thing?
EDIT: NEvermind. They are all datesigned at the moments and days of crash. I'm zipping them now.
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I have them zipped, but how do I upload them? I've never uploaded to an ftp before.
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FTP. https://support.avast.com/en-eu/article/FTP-file-upload
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FTP. https://support.avast.com/en-eu/article/FTP-file-upload
I didn't expect them to have a tutorial on that. Neat.
Anyway I followed the instructions and sent it with the requested filename. I think. I'm not sure if there's any sort of "upload successful" feedback in this client somewhere...
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mdmp files are also welcome :)
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mdmp files are also welcome :)
Those were sent. I'm not sure if the upload was successful or not; the client didn't say anything like "upload successful" or even "upload failed."
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Thanks for uploading. We can now analyze and fix the crash. Reported internally as a bug VLAB-6680.
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Hi GreatFox422,
I've added some fixes that should resolve this problem. They are beta-only for the time being. Can you check if the crashes happen also with Avast beta? (link: https://forum.avast.com/index.php?topic=226837.0)
Thank you.
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Hi GreatFox422,
I've added some fixes that should resolve this problem. They are beta-only for the time being. Can you check if the crashes happen also with Avast beta? (link: https://forum.avast.com/index.php?topic=226837.0 (https://forum.avast.com/index.php?topic=226837.0))
Thank you.
Please note that if you install the Beta, you will remain on Beta till you do a clean install and go back to the regular build.
Clean Install of Avast:
https://goo.gl/4Ptzkf
If you need additional help with the Clean Install, watch this:
https://youtu.be/p-h3myRD51A
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Hi GreatFox422,
I've added some fixes that should resolve this problem. They are beta-only for the time being. Can you check if the crashes happen also with Avast beta? (link: https://forum.avast.com/index.php?topic=226837.0 (https://forum.avast.com/index.php?topic=226837.0))
Thank you.
Please note that if you install the Beta, you will remain on Beta till you do a clean install and go back to the regular build.
Clean Install of Avast:
https://goo.gl/4Ptzkf
If you need additional help with the Clean Install, watch this:
https://youtu.be/p-h3myRD51A
Will I need to uninstall the stable build to run the beta?
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No
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Then one last question because the linked article confuses me.
Am I testing for crashes on the beta that has the fixes applied, or am I testing the version in the linked thread to see if the changes there affect the issue?
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Try the latest beta: https://forum.avast.com/index.php?board=15
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Try the latest beta: https://forum.avast.com/index.php?board=15 (https://forum.avast.com/index.php?board=15)
That doesn't answer his/her question. :)
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Try the latest beta: https://forum.avast.com/index.php?board=15 (https://forum.avast.com/index.php?board=15)
That doesn't answer his/her question. :)
There's only one beta at a time, so there basically is no other choice than the latest one. ;)
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Try the latest beta: https://forum.avast.com/index.php?board=15 (https://forum.avast.com/index.php?board=15)
That doesn't answer his/her question. :)
There's only one beta at a time, so there basically is no other choice than the latest one. ;)
We're getting off topic but that isn't the users question. Allow Avast to answer his question.
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Try the latest beta: https://forum.avast.com/index.php?board=15 (https://forum.avast.com/index.php?board=15)
That doesn't answer his/her question. :)
There's only one beta at a time, so there basically is no other choice than the latest one. ;)
We're getting off topic but that isn't the users question. Allow Avast to answer his question.
Jiří Šembera already answered him and asked to test the beta, see Reply #14..!!
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Jiri didn't answer his latest question.
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Jiri didn't answer his latest question.
Nope, but I did.
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Jiri didn't answer his latest question.
Nope, but I did.
The question was, Does the beta specifically address the users problem or, is the user supposed to try the beta and see
if it may solve his problem.
I can't find your answer to that question. I can't answer the question only Avast can.
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Bob, feel free to PM me. No need to clutter up this thread with our chit chat. ;)
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Bob, feel free to PM me. No need to clutter up this thread with our chit chat. ;)
The only chit chat is your insistence on not allowing Avast to answer the users concern.
I believe his question wasn't addressed at either of us but at Jiri.
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See Reply #14.
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I installed the most recent beta. Another quick question, just to make sure: Would a shut down instead of a restart be just as valid? Or does it need the actual reboot call?
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Both will work.
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Thank you. I thought as much but wanted to make sure. The boot time for this machine is fairly long so wrapping up this session as normal and letting the installation finish up tomorrow is ideal.
I will post results in the coming days as they manifest.
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You're welcome.
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Both will work.
Certain changes in Windows only take effect if you use the restart.
Unless you've turned the Quick Start function off in Windows, a shutdown may not be sufficient.
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Both will work.
Certain changes in Windows only take effect if you use the restart.
Unless you've turned the Quick Start function off in Windows, a shutdown may not be sufficient.
-> https://answers.microsoft.com/en-us/windows/forum/windows_7-desktop/what-is-the-difference-between-shutdown-and/dce1deb2-f866-47d0-b364-3980f24fe34c
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Day one, already a crash.
Would the avast staff like the crash log?
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Yes please upload *.mdmp file to our ftp i will take a look.
Thank you.
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Uploaded under the filename "Greatfox422_5_2019.zip"
As a side-note, both on boot and after I did a restart of this machine, I noticed the Avast installer suddenly taking up power. I'm not sure why; maybe it's a delayed virus definition update since the days match but not the times (even if the computer was running during the noted time), though I'm not sure how that works or if this is worth being concerned about.
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Okay I think I can confirm that this shouldn't be happening. IT just did it again half an hour after boot, despite no further updates being displayed.
I worry if this might not be causing damage to the harddrive.
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Hi GreatFox422,
thank you for the crash dumps and your patience. The crash triggers when a VPS unloads (that's usually on VPS update to that makes it hapeen regularly). I have a decent understanding what is broken but have to figure out why. Unfortunately this turns out to be a bit more complex issue than I originally anticipated.
Your harddrive should be fine since all Avast does is reading and writing data, which is what harddrives are built for.
Regards
Jiri
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thank you for the crash dumps and your patience. The crash triggers when a VPS unloads (that's usually on VPS update to that makes it hapeen regularly). I have a decent understanding what is broken but have to figure out why. Unfortunately this turns out to be a bit more complex issue than I originally anticipated.
VPS? As in a virtual private server? Is that something Avast provides? I don't remember installing one myself, unless it's a default with Windows or Firefox or something...
Your harddrive should be fine since all Avast does is reading and writing data, which is what harddrives are built for.
Thanks, that reassures me a little.
That being said, why is it trying to read and write data at those times? What is the updater trying to do ~30-60 minutes after boot? Like I said, I at first thought it was a delayed definitions update, but it did this three times in one day, with the latest known update never changing.
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VPS? As in a virtual private server?
Nope, that are the Avast virus definition updates.
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VPS? As in a virtual private server?
Nope, that are the Avast virus definition updates.
Oh. Okay, I was really concerned there for a while...
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Hi GreatFox422
it seems that we have to reopen your case as callstack points into the same place.
Thanks for a new dump !
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Hi GreatFox422,
I've added some fixes over the weekend and according to our telemetry the number of crashes related to this bug seem to be falling (although it will take some extra time to verify that statistically). Did the crashes stop on your machine as well?
The major fix went live on Friday (VPS 19051100), some minor fixes were added in 19051300 (for both Beta and production version of Avast)
Jiri
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Hi GreatFox422,
I've added some fixes over the weekend and according to our telemetry the number of crashes related to this bug seem to be falling (although it will take some extra time to verify that statistically). Did the crashes stop on your machine as well?
The major fix went live on Friday (VPS 19051100), some minor fixes were added in 19051300 (for both Beta and production version of Avast)
Jiri
The last crash event I have recorded happened at about 1 am Saturday morning. Unusual time, but there has been the rare event at like 10 am.
Regardless I'm not sure if this counts or not. I don't know the exact time my Avast received the update or the exact time the update was sent out relative to my time zone. But I can at least say it hasn't crashed since, so far.
I've also noted that my computer seems to have returned to one of its odd behaviors. Normally this would be a problem but I realized the other day that it hadn't happened in the entire time Avast had this issue. And I noticed when I booted the computer on Saturday that it had begun happening again.
It could purely be coincidence, but it might also be a sign that things are working normally. I'll keep checking my event log. If it crashes again I'll let you know.
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What's the odd missing behavior? (You didn't say.)
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What's the odd missing behavior? (You didn't say.)
It's my Advanced System Care running an automatic boot scan. This is odd because it's not the active antivirus; avast is. And I have not been able to find the controls for that scan anywhere in ASC. It seems to happen every other week or so, and by the time Avast first began to crash, it was already about due for it to happen. And it never did until about Saturday, the session after the last recorded crash.
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ASC from IObit isn't a product most of us recommend and may be your problem.
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I mostly have it for a second opinion and the live resource monitor.
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I'd uninstall ASC to see if that improves things.
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Well none of that matters because it was coincidence after all.
It crashed again. Brought up the window, too.
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Interesting. I've been monitoring our telemetry and this issue pretty much disappeared (and nothing new showed up). Can you please once again upload the dump to our FTP? I'm really curious what went wrong.
Thank you!
Jiri
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Sent, under filename "GreatFox422_5a_2019.zip".
Just to be safe I also included the logs of Saturday's crash in case that happened after the update.
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Thank you for the dumps. The one from Saturday is from VPS before fixes, however the other one is from VPS with the fixes so there's still a bug to be found and fixed.
At least this new type of crash seems to be occuring far less often (at least according to our telemetry where it finally showed up and the crash counters among our userbase are about an order of magnitude lower).
Jiri
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Thank you for the dumps. The one from Saturday is from VPS before fixes, however the other one is from VPS with the fixes so there's still a bug to be found and fixed.
At least this new type of crash seems to be occuring far less often (at least according to our telemetry where it finally showed up and the crash counters among our userbase are about an order of magnitude lower).
Jiri
So are you saying the crash that brings up the Avast window is different from the other crashes that make up the bulk of my logs?
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No. The crashes are related to the same issue.
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Hi GreatFox422,
we've just released a fix for this issue (in VPS 19052200). Avast may crash while updating to the 19052200 however that should be the last crash. Please let me know if that's not the case.
Thank you very much for your help and patience!
Regards
Jiri