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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Rescue Disc => Topic started by: MaxLV on September 24, 2019, 01:51:26 PM

Title: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: MaxLV on September 24, 2019, 01:51:26 PM
As there's been no response from Avast for my two false positive reports about this (no acknowledgement email, no email reply)  >:( >:(

Haven't seen it reported by anyone else yet...

Every time I try to run create a Rescue Disk, I get the error message: We failed to create a Rescue Disk.

I updated to this version using the update process in Avast on three computers. all were updated successfully, but on two  computers ( I haven't tried the third computer yet) I cant create a rescue disk because Avast is saying that imagex.exe in the Microsoft folder at:

C:\Program File(x86)/Windows Kits\8.0\Assessment and Deployment Kit\x86\DISM\imagex.exe

is malware/Ransomeware/a virus and that it's trying to access/overwrite sensitive files.

This is the Microsoft Imaging Utility.

I've scanned the file with AVAST and Malware Bytes and both say the file is OK.

I've tried temporarily turning off Ransomware Shield and  Sensitive Data Shield, and loaded the file as an exception, but the problem still exists.
I've also sent two false positive reports to Avast about this file and the error.

I've also run a Repair App from the troubleshooting screen and that hasn't fixed this error.

Has anyone else had this problem with this latest update?
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: ApoC on September 25, 2019, 07:19:00 AM
Hello, fix will be rolled out with today VPS update. As a workaround for the issue allowing the process from Ransomware protection dialog should fix the Rescue Disc creation on consecutive run.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: MaxLV on September 25, 2019, 03:09:37 PM
Hello, fix will be rolled out with today VPS update. As a workaround for the issue allowing the process from Ransomware protection dialog should fix the Rescue Disc creation on consecutive run.

I'v e already tried the workaround (by allowing the process from Ransomware protection) on two computers, but the Rescue Disk creation process still fails with the error message we failed to create a Rescue disk.

Update: I've tried it again with the latest VPS update 25/09/2019 11:16pm V190925-2 and it still cant create the Rescue Disk! It just says **we failed to create the rescue disk**
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: rocksteady on September 30, 2019, 05:22:28 PM
Any news from devs on a fix to allow new Rescue Disk creation?
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: MaxLV on October 01, 2019, 12:51:10 PM
Any news from devs on a fix to allow new Rescue Disk creation?

Got an email today, they apparently did release a fix to be included in a VPS, but another problem was caused by this, and they're still working on a fix... 
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: rocksteady on October 02, 2019, 04:15:57 PM
@MaxLV. Thanks for info. I will continue to keep an eye on this thread in hope of better news on Rescue Disk fix.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: rocksteady on October 07, 2019, 04:27:27 PM
Tried to Create Rescue USB again today, but it just bombed out to the default UI screen after a few seconds. So still not fixed on Avast Free v 19.8.2393 (build 19.8.4793.541). I guess the devs are not giving this bug much priority.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: MaxLV on October 10, 2019, 06:54:23 PM
Tried to Create Rescue USB again today, but it just bombed out to the default UI screen after a few seconds. So still not fixed on Avast Free v 19.8.2393 (build 19.8.4793.541). I guess the devs are not giving this bug much priority.

Got another email from Avast support today:
----------------
Hi Max,

 First of all we do sincerely apologize for the delay in handling your request as this is hardly our ideal response time.

 Our developers fixed the problem where Ransomware Shield was blocking the Rescue Disk, but another issue occurred and it should be fixed in the next program update.

 We are sorry for the inconvenience. If you have any further questions, don't hesitate to contact me again.

 Best Regards,
Prokop
 The Avast Support Team
--------

So I guess you're right, it doesn't seem to be a very high priority for them to fix, given that programme updates only come out every 2-3 months...

Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: huanito on October 11, 2019, 10:49:40 PM
sadly today I needed to make a rescue disk and got the same error message.
No more info, no why,  just that we failed .
Guess I'll need to go to some competitor's rescue disk. Sad.  :(
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: bob3160 on October 11, 2019, 11:58:08 PM
sadly today I needed to make a rescue disk and got the same error message.
No more info, no why,  just that we failed .
Guess I'll need to go to some competitor's rescue disk. Sad.  :(
This one works, https://www.emsisoft.com/en/home/emergencykit/ (https://www.emsisoft.com/en/home/emergencykit/)
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: bob3160 on November 04, 2019, 02:28:25 PM
Unfortunately, this is the current status of this very useful function.
(https://screencast-o-matic.com/screenshots/u/Lh/1572873945571-62614.png)
I'm again reporting this to Avast on the developers forum.  :(
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: gregmaan on November 14, 2019, 03:30:46 PM
For me with version 19.8.2393 (Build 19.8.4793.544) also the same problem.
Support told me to do a repair installation from setup ....this doesn´t help...
Found something in the Avastsvc.log:
[2019-11-14 14:01:52.552] [info   ] [rescuedisc ] [ 4488:14696] Creating of rescue disc started
[2019-11-14 14:01:52.554] [info   ] [rescuedisc ] [ 4488:14696] WinPE2 creator using version 4.0
[2019-11-14 14:01:52.558] [info   ] [rescuedisc ] [ 4488:14696] VPS install boot started
[2019-11-14 14:02:10.530] [error  ] [rescuedisc ] [ 4488:14696] WinPE2 creator copy avast files failed with error 0x3 (error searching for files in C:\Program Files\AVAST Software\Avast\setup\CRT)
[2019-11-14 14:02:21.505] [error  ] [rescuedisc ] [ 4488:14696] Creating of rescue disc failed with error 0x3

The folder "CRT" does not exist .
Cheers
Gregor

Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: MartinZ on November 19, 2019, 12:18:06 PM
Hi,
I apologize for the trouble. We got it fixed in next version 19.9 that was planned for November. Unfortunately due to the security attack described here: https://blog.avast.com/ccleaner-fights-off-cyberespionage-attempt-abiss (https://blog.avast.com/ccleaner-fights-off-cyberespionage-attempt-abiss) we have our releases delayed and we hope to release it before Christmas. So please stay tuned the fix is on a way out, we just need more time.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: Amarand Agasi on November 20, 2019, 10:28:34 AM
I'm sorry, but are you saying that there's no fix/workaround to get the rescue disc working currently? Nothing at all?

I'm a long-time paying (Avast Premium Security) customer.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: Asyn on November 20, 2019, 11:08:12 AM
You could try the latest beta: https://forum.avast.com/index.php?board=15
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: MartinZ on November 20, 2019, 11:13:24 AM
Unfortunately not, but we want to release new version asap.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: MaxLV on November 23, 2019, 04:33:36 AM
THIS IS BS!!!!!

When I first reported this problem back in mi September, I was told by an Avast employee that it would be fixed when the next definitions update was released.  It wasn't.

I then logged a fault report via your website, and sent you the requested information on 24th September...

On 25th September I received an email saying the problem had been sent to the developers...

On the 1st October, I received an email saying the fix had been done but another 'problem' had occurred which would stop the fix being rolled out.

On the 11th October I got another email saying the fix has been scheduled for the next programme update with no date scheduled when that will be released.

I sent an email around the 22nd of October asking when the next programme update will be released.

On the 25th October I got a reply saying it should be in the next few weeks, and I could always use the 'beta release' instead.... WTF!!!!

It is now nearly a month since that last email from you, and now I find out through this forum that you claim you haven't released the the latest progreamme update that fixes this because of some sort of 'attack' on Avast!!!!

As stated at the start of this post this is BS and hardly inspires confidence in Avast and it's products....

I renewed my annual subscription in mid September, I am now ready to ask for a refund of that subscription, remove all traces of Avast from all my computers, and do what numerous people have advised me to do, just use MS Windows Security and Malware Bytes, because I dont really need Avast at all....

For a major security firm like Avast to take over two months to try and fix this problem  and still not have a fix available is beyond ridiculous!   
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: rocksteady on December 16, 2019, 03:23:32 PM
@MartinZ.
Any fix for creating Rescue Disk/USB anytime soon?
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: bob3160 on December 16, 2019, 03:41:23 PM
@MartinZ.
Any fix for creating Rescue Disk/USB anytime soon?
It's been fixed in an internal build but don't expect any releases till Jan.
All of this is due to the following:
https://blog.avast.com/ccleaner-fights-off-cyberespionage-attempt-abiss (https://blog.avast.com/ccleaner-fights-off-cyberespionage-attempt-abiss)
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: rocksteady on December 16, 2019, 06:10:14 PM
@bob,
I appreciate that Avast have suffered some unwanted interference in past months (as per your link) and that the version update has been pushed back. I have no problems with that, as long as bugs are fixed when the new version is launched. Although I will not install it myself, can I ask if anyone has actually created a Rescue Disk using the Beta?
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: bob3160 on December 16, 2019, 06:14:31 PM
It's only available on an internal beta. Only authorized Avast personnel have access to that build.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: MaxLV on December 31, 2019, 08:27:47 AM
two questions:

Does Avast use Windows PE to create rescue disks?

Is this because The Windows PE repository used to build the Avast rescue disk location has been changed for all Windows PE downloads in Avast when building rescue disks?.

The reason I ask is because my backup software (Macrium Reflect) has recently had the same problem, in that it would not complete building the Macrium rescue media, after a recent update. The location of the Windows PE Repository was changed to a new location in the update, and this caused the failure of the rescue media creation process.

Only after they changed the Windows PE Repository location back to the original/default location could rescue media be completed successfully again.   

They claimed that having the Windows PE repository in the new location was causing some Windows PE files to be deleted by AV software like Avast and Malware Bytes to protect the system from virus/malware infections. 

IMO it was because they had made untested/invalid changes to some Windows PE file locations and processes for some reason, and not because of the AV software like Avast or Malware Bytes stopping the rescue media build process.

BTW I still dont buy the story that fixing this problem has been delayed due to the reasons the Avast team have given in this forum. It just seems to be a 'convenient excuse' to me...
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: bob3160 on December 31, 2019, 01:36:41 PM
"BTW I still dont buy the story that fixing this problem has been delayed due to the reasons the Avast team have given in this forum. It just seems to be a 'convenient excuse' to me..."
I guess you're entitled to your opinion. We'll eventually find out once the function works again.
Jan. is almost here. Happy New Year.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: Clint501 on January 11, 2020, 05:20:41 PM
It's Jan 11, 2020 and I am still not able to make a Rescue USB or CD. Are you still working on a fix?? If so when will it be out??
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: besr_chile on January 12, 2020, 05:25:37 AM
It's Jan 11, 2020 and I am still not able to make a Rescue USB or CD. Are you still working on a fix?? If so when will it be out??
No new version with the current version, i have to download another(KRD 18), i can't change to another antivirus  for i have a avast licence
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: hemistud71 on February 10, 2020, 05:33:52 PM
The latest beta doesn't fix the problem, even though it says it does in the description. 
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: bob3160 on February 10, 2020, 05:54:42 PM
The latest beta doesn't fix the problem, even though it says it does in the description.
What error message are you getting?
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: hemistud71 on February 10, 2020, 06:45:52 PM
We failed to create a Rescue Disk

The USB has a drive letter and a volume.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: bob3160 on February 10, 2020, 07:19:02 PM
We failed to create a Rescue Disk

The USB has a drive letter and a volume.
Please post your information in the Beta Forum (https://forum.avast.com/index.php?topic=232096.0 (https://forum.avast.com/index.php?topic=232096.0))
so that Avast can address the problem. I've already posted my own concerns with this function.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: rocksteady on February 20, 2020, 03:03:52 PM
Update. According to this post on Avast Beta thread, Rescue Disk creator is now reported fixed by Beta testers. Now just have to wait for the final public version to be released.
https://forum.avast.com/index.php?topic=232278.msg1536220#msg1536220
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: rocksteady on February 27, 2020, 06:04:20 PM
Updated Avast Free to 20.1.2397 (build 20.1.5069.528).
New Avast "Rescue Disk" can now be created once more.  :)
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: MaxLV on July 31, 2020, 12:50:02 AM

Haven't seen it reported by anyone else yet...
Every time I try to run create a Rescue Disk, I get the error message: We failed to create a Rescue Disk.
Has anyone else had this problem with this latest update?

Quote
Hi all, please welcome Avast 20.6

31/07/2020

Updated all three computers again, immediately tried to create rescue disks (USB) for the computers...

IT"S BAAAACCCCKKKK

**WE FAILED TO CREATE A RESCUE DISK**  on the two computers that I have rescue disks for when it gets to 29%!

How come this fault has reappeared? Are we going to have to wait another four months before you fix it again???  How come faults like this are occurring at all? Do you even test these new releases?

Note my annual paid subscription is due for renewal in two months, at this stage I'm not looking at renewing Avast, due to these problems over the last year, and the length of time it takes you to fix them.

All I've been reading on the net is that I only really need to run Windows Security on my computers, that I dont need a third party AV at all...
Modify message

UPDATE: Tried creating rescue disk (USB) again today on both computers, both completed successfully...
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: rocksteady on July 31, 2020, 10:05:24 AM
You would be better to create a new post re 20.6, as subject of this old post is RD failure in 19.8.
I also noticed your other post in AV area of forum which may get more attention.
Sad that Avast cannot seem to get RD ctration/boot to work consistently for all.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: Martin Kudlicka on July 31, 2020, 03:38:05 PM
Hello,
I am sorry rescue disk doesn't work for you again. I am not able to induce any error in our testing environment with version 20.6. Can you please provide us service log file, or can you create and send support package?
Also there was no change in this component since 20.5 so it's possible this error happens due to conflict with other software or AV component. If you don't mind, can you please try it again with shields turned off?
Thank you.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: rocksteady on July 31, 2020, 04:03:41 PM
If you don't mind, can you please try it again with shields turned off?
With shields turned off Rescue Disk (USB) runs to 86% stays there a couple of minutes then runs to completion.
Whether this USB will actually boot is another story.
(Annoyingly when I turned shield back on it knocked out my wifi. Got it back via windows troubleshooter)

Edit:
First time in a long time I actually have a Rescue Disk (USB) that actually boots and can be used.
Shame about having to turn the AV shields off to create it though!
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: Martin Kudlicka on July 31, 2020, 04:20:19 PM
Thank you rocksteady. I forwarded it to our QA to find out what part of AV causes this problem.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: MaxLV on August 01, 2020, 03:49:49 AM
Hello,
I am sorry rescue disk doesn't work for you again. I am not able to induce any error in our testing environment with version 20.6. Can you please provide us service log file, or can you create and send support package?
Also there was no change in this component since 20.5 so it's possible this error happens due to conflict with other software or AV component. If you don't mind, can you please try it again with shields turned off?
Thank you.

I have successfully created rescue disks (USB) on both computers today for V20.6
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: petr.kolacek on August 03, 2020, 11:14:07 AM
If you don't mind, can you please try it again with shields turned off?
With shields turned off Rescue Disk (USB) runs to 86% stays there a couple of minutes then runs to completion.
Whether this USB will actually boot is another story.
(Annoyingly when I turned shield back on it knocked out my wifi. Got it back via windows troubleshooter)

Edit:
First time in a long time I actually have a Rescue Disk (USB) that actually boots and can be used.
Shame about having to turn the AV shields off to create it though!

Hi rocksteady, I just tried to create Rescue Disk on Windows 10 64bit by Avast Premium 20.6.2420 b5495 with all shields enabled and it worked just fine. I assume there is either a problem with downloading the necessary files to create it or a problem with the flashdrive itself. Disconnecting your wifi when you turn the shields off is also interesting and unknown to us.

It would be great to get debug logs from the creation when it fails. If you want to help us to find the issue, please enable debug loggin in the settings - Troubleshooting, replicate the problem and send us the support package (https://support.avast.com/en-ww/article/33/). You can do the same for the wifi problem too and send too packages. Thank you!
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: petr.kolacek on August 03, 2020, 11:49:56 AM
One more thing rocksteady, do you have the AV in the default settings or did you change something - especially for any of the shields? This could have some relation to the problem. Thank you!
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: petr.kolacek on August 03, 2020, 01:11:54 PM
Just a note that we tried to increase the security settings of the shields to maximum (e.g. strict mode, testing of all files, etc.) and creating the rescue disk was always successful.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: rocksteady on August 03, 2020, 05:20:44 PM
I am not using absolutely default settings nor do I intend to revert to them just to test I can create a Rescue Disk for this AV version.
As previously stated, I was able to create and boot a Rescue Disk (USB), but had to turn off shields to create it.
Title: Re: Cant create Rescue disk (USB) after latest update 19.8.2393 (build 19.8.4793.535
Post by: petr.kolacek on August 04, 2020, 10:33:07 AM
I am not using absolutely default settings nor do I intend to revert to them just to test I can create a Rescue Disk for this AV version.
As previously stated, I was able to create and boot a Rescue Disk (USB), but had to turn off shields to create it.

Hi rocksteady, I am not asking you to revert the seetings  ;) What I need to know is what is not default so we can potentially replicate the problem as we are unable to do so in default as well as with some (guessed related) settings changed. If you want, you can export your settings so we can import it and try it. It is located in the settings, Troubleshooting section. Thank you.