Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: Poot36 on October 13, 2019, 08:27:39 PM
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Hi I am having trouble using the online installer to install Avast free. When I install I get an error message and a log file to view.
Here is the text of the log file:
2019-10-13 18:12:49.451Infoinstup[10184,5124]Command: '"C:\Program Files\AVAST Software\Avast\setup\Sfx\instup.exe" /edition:1 /ga_clientid:821b4487-723f-4e1f-bfe8-b0173e5d23dc /prod:ais /sfx:lite /sfxstorage:C:\WINDOWS\Temp\asw.2d1451d8a057a3b1 /ga_clientid:821b4487-723f-4e1f-bfe8-b0173e5d23dc /edat_dir:C:\WINDOWS\Temp\asw.38f0e527d1ca8daa'
2019-10-13 18:12:49.451Infoinstup[10184,5124]CPU: Intel(R) Core(TM) i5-4570 CPU @ 3.20GHz,4
2019-10-13 18:12:49.451Infoinstup[10184,5124]OS: Windows 10 (10.0.18362) x64
2019-10-13 18:12:49.451Infoinstup[10184,5124]setup: x64
2019-10-13 18:12:49.451Infoinstup[10184,5124]Memory: 38% load. Phys:4806816/7809824K free, Page:5924004/9055008K free, Virt:135287112400/137438953344K free
2019-10-13 18:12:49.451Infoinstup[10184,5124]DISKs: C:\ - 55556MB free / 118GB total
2019-10-13 18:12:49.451Infoinstup[10184,5124]Running module version: instup.exe - '19.8.4793.0'
2019-10-13 18:12:49.451Infoinstup[10184,5124]Running module version: Instup.dll - '19.8.4793.0'
2019-10-13 18:12:49.452Infomutex[10184,5124]The ownership of the secure mutex has been successfully taken.
2019-10-13 18:12:49.452Infoinstup[10184,5124]Loading product state
2019-10-13 18:12:49.456Infoinstup[10184,5124]Guid = e2d5f1a5-dfe6-464d-a825-d82809a6ded5, Created = 19:57:11 12.09.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Persistent Guid = e3d1fa1f-5b95-425b-a1d6-47f69f657f4b, Created = 21:10:58 22.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]ProductId = ais
2019-10-13 18:12:49.456Infoinstup[10184,5124]Edition = 1
2019-10-13 18:12:49.456Infoinstup[10184,5124]RealEdition = 1
2019-10-13 18:12:49.456Infoinstup[10184,5124]SubEdition =
2019-10-13 18:12:49.456Infoinstup[10184,5124]Installed Part info:
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'jrog2' = 'jrog2', 1114 (0x0000045A), 00:14:58 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'program' = 'prg_ais', 319228244 (0x13070954), 02:54:19 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'setup' = 'setup_ais', 319228244 (0x13070954), 02:54:20 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'vps' = 'vps_windows', 419960064 (0x19081500), 00:14:59 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Latest Part info:
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'jrog2' = 'jrog2', 1114 (0x0000045A), 00:14:58 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'program' = 'prg_ais', 319228244 (0x13070954), 02:54:19 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'setup' = 'setup_ais', 319228244 (0x13070954), 02:54:20 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'vps' = 'vps_windows', 419960064 (0x19081500), 00:14:59 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Backing up 'C:\Program Files\AVAST Software\Avast\setup\setup.ini' to registry
2019-10-13 18:12:49.463Infoinstup[10184,5124]'C:\Program Files\AVAST Software\Avast\setup\setup.ini' successfully backed up to registry
2019-10-13 18:12:49.464Infousnca[10184,5124]USN cache loaded from the disk.
2019-10-13 18:12:49.474Infopart[10184,5124]SetInstalled: Part package part-jrog2-45a.vpx is installed.
2019-10-13 18:12:49.484Infopart[10184,5124]SetInstalled: Part package part-prg_ais-13070954.vpx is installed.
2019-10-13 18:12:49.531Infoinstcore[10184,5124]PkgLoadProductInfo: product XML was successfully loaded for part 'program'.
2019-10-13 18:12:49.535Infopart[10184,5124]SetInstalled: Part package part-setup_ais-13070954.vpx is installed.
2019-10-13 18:12:49.560Infoinstcore[10184,5124]PkgLoadProductInfo: product XML was successfully loaded for part 'setup'.
2019-10-13 18:12:49.563Infopart[10184,5124]SetInstalled: Part package part-vps_windows-19081500.vpx is installed.
2019-10-13 18:12:49.572Infoinstcore[10184,5124]PkgLoadProductInfo: product XML was successfully loaded for part 'vps'.
2019-10-13 18:12:49.572Infoinstup[10184,5124]Loading Proxy settings
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-Type: 'no proxy'
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-Authorization: 'no authentication'
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-Port: '8080'
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-Name: ''
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-User: ''
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-Pass: '???'
2019-10-13 18:12:49.587Warningini_access[10184,5124]failed to read from ini file C:\WINDOWS\Temp\asw.2d1451d8a057a3b1\config.def.ini
2019-10-13 18:12:49.587Infoshepsync[10184,5124]Wait interval 60
2019-10-13 18:12:49.601Infoshepsync[10184,5124]Trying server IP address '77.234.44.62'
2019-10-13 18:12:50.029Infoshepsync[10184,5124]Download of config file config.def from shepherd.ff.avast.com succeeded.
2019-10-13 18:12:50.054Infoshepsync[10184,5124]Config file C:\WINDOWS\Temp\asw.2d1451d8a057a3b1\config.def successfully updated
2019-10-13 18:12:50.064Infoshepsync[10184,5124]Postpone interval was reset
2019-10-13 18:12:50.080Warningini_access[10184,10044]failed to read from ini file C:\ProgramData\AVAST Software\Avast\burger_client.ini
2019-10-13 18:12:50.081Infowizard[10184,5124]Running module version: HTMLayout.dll - '3.3.2.1'
2019-10-13 18:12:50.095Infowizard[10184,5124]Loaded module version: C:\WINDOWS\Temp\asw.2d1451d8a057a3b1\HTMLayout.dll - '3.3.2.1'
2019-10-13 18:12:50.150Infowizard[10184,5124]Setup gui was successfully started.
2019-10-13 18:12:50.150Infoinstcore[10184,5124]Sfx setup update has started.
2019-10-13 18:12:50.163Noticeservers[10184,5124]Load: 'urlpgm' key used as the program repository.
2019-10-13 18:12:50.167Infoservers[10184,5124]Server definition(s) loaded from 'C:\WINDOWS\Temp\asw.2d1451d8a057a3b1\servers.def'
2019-10-13 18:12:52.675ErrorAres[10184,5124]Unable to resolve hosts after 2500 ms (258, The wait operation timed out.)
2019-10-13 18:12:52.678Errordnsqueryex[10184,5124]Unable to resolve host 'k5854113.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:12:52.679Errordnsqueryex[10184,5124]Unable to resolve host 'm9761227.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:12:52.681Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv4 after 0 ms
2019-10-13 18:12:52.682Errordnsqueryex[10184,5124]Unable to resolve host 't7758057.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:12:52.683Errordnsqueryex[10184,5124]Unable to resolve host 'w5810700.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:12:52.684Errordnsqueryex[10184,5124]Unable to resolve host 'z3746924.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:12:55.213ErrorAres[10184,5124]Unable to resolve hosts after 2499 ms (258, The wait operation timed out.)
2019-10-13 18:12:55.215Errordnsqueryex[10184,5124]Unable to resolve host 'k5854113.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:12:55.216Errordnsqueryex[10184,5124]Unable to resolve host 'm9761227.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:12:55.217Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv6 after 0 ms
2019-10-13 18:12:55.218Errordnsqueryex[10184,5124]Unable to resolve host 't7758057.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:12:55.219Errordnsqueryex[10184,5124]Unable to resolve host 'w5810700.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:12:55.220Errordnsqueryex[10184,5124]Unable to resolve host 'z3746924.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:12:57.734ErrorAres[10184,5124]Unable to resolve hosts after 2499 ms (258, The wait operation timed out.)
2019-10-13 18:13:00.253ErrorAres[10184,5124]Unable to resolve hosts after 2500 ms (258, The wait operation timed out.)
2019-10-13 18:13:10.280ErrorAres[10184,5124]Unable to resolve hosts after 5001 ms (258, The wait operation timed out.)
2019-10-13 18:13:10.283Errordnsqueryex[10184,5124]Unable to resolve host 'f3355109.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:10.284Errordnsqueryex[10184,5124]Unable to resolve host 'g5569634.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:10.285Errordnsqueryex[10184,5124]Unable to resolve host 'l2350042.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:10.287Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv4 after 0 ms
2019-10-13 18:13:10.288Errordnsqueryex[10184,5124]Unable to resolve host 'v6831430.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:10.290Errordnsqueryex[10184,5124]Unable to resolve host 'x5026866.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:15.300ErrorAres[10184,5124]Unable to resolve hosts after 4985 ms (258, The wait operation timed out.)
2019-10-13 18:13:15.303Errordnsqueryex[10184,5124]Unable to resolve host 'f3355109.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:15.304Errordnsqueryex[10184,5124]Unable to resolve host 'g5569634.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:15.305Errordnsqueryex[10184,5124]Unable to resolve host 'l2350042.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:15.307Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv6 after 0 ms
2019-10-13 18:13:15.308Errordnsqueryex[10184,5124]Unable to resolve host 'v6831430.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:15.309Errordnsqueryex[10184,5124]Unable to resolve host 'x5026866.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:20.326ErrorAres[10184,5124]Unable to resolve hosts after 5001 ms (258, The wait operation timed out.)
2019-10-13 18:13:25.330ErrorAres[10184,5124]Unable to resolve hosts after 4985 ms (258, The wait operation timed out.)
2019-10-13 18:13:35.359ErrorAres[10184,5124]Unable to resolve hosts after 5001 ms (258, The wait operation timed out.)
2019-10-13 18:13:35.361Errordnsqueryex[10184,5124]Unable to resolve host 'b4380882.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:35.362Errordnsqueryex[10184,5124]Unable to resolve host 'g0679661.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:35.363Errordnsqueryex[10184,5124]Unable to resolve host 'm5972635.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:35.364Errordnsqueryex[10184,5124]Unable to resolve host 'r7110576.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:35.365Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv4 after 0 ms
2019-10-13 18:13:35.372Errordnsqueryex[10184,5124]Unable to resolve host 'v6831430.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:40.386ErrorAres[10184,5124]Unable to resolve hosts after 4985 ms (258, The wait operation timed out.)
2019-10-13 18:13:40.389Errordnsqueryex[10184,5124]Unable to resolve host 'b4380882.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:40.390Errordnsqueryex[10184,5124]Unable to resolve host 'g0679661.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:40.391Errordnsqueryex[10184,5124]Unable to resolve host 'm5972635.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:40.392Errordnsqueryex[10184,5124]Unable to resolve host 'r7110576.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:40.393Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv6 after 0 ms
2019-10-13 18:13:40.395Errordnsqueryex[10184,5124]Unable to resolve host 'v6831430.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:45.412ErrorAres[10184,5124]Unable to resolve hosts after 5001 ms (258, The wait operation timed out.)
2019-10-13 18:13:50.431ErrorAres[10184,5124]Unable to resolve hosts after 5000 ms (258, The wait operation timed out.)
2019-10-13 18:13:50.433Errordldwrap[10184,5124]HttpGet: dns resolves were not successfull during '~o_o~/stable/servers.def.vpx' downloading
If you could help me to fix this that would be great.
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I would suggest downloading using the 'off-line' installer.
https://forum.avast.com/index.php?topic=229461.0 (https://forum.avast.com/index.php?topic=229461.0)
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I have done that but now the virus definitions won't update and I suspect the program won't as well. It trys updating for a while and then gives up. I am starting to suspect an issue with Windows blocking some sort of internet access to the program but I don't know how to prove that. I suspect that is also why the online installer does not run correctly as well.
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something to try. sett google DNS https://developers.google.com/speed/public-dns/docs/using
reboot and try again ...
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I tried changing the DNS and it is still failing. The online installer works on a Vista and Win 7 system attached to the same network so I don't think it is a network issue. I had this same issue with a fresh install of Win 10 1803 (I think it was 1803) that the online installer would not work and the offline one would not update. I have updates both systems to 1903 and am still having install/update issues. I think Win 10 is blocking it somehow.
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I tried changing the DNS and it is still failing. The online installer works on a Vista and Win 7 system attached to the same network so I don't think it is a network issue. I had this same issue with a fresh install of Win 10 1803 (I think it was 1803) that the online installer would not work and the offline one would not update. I have updates both systems to 1903 and am still having install/update issues. I think Win 10 is blocking it somehow.
I'm not sure how Win 10 could be blocking, as I've run Win 10 on both OS since the beginning and have never encountered an 'issue' with installing any Avast product or other software that could be attributed to the Win 10 OS.
I don't know why you're having this issue and it does appear very strange, possible others with different experience can shed some light
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Sounds like you're having internet access problems.
Offline works and anything online like updates or an online installer fails.
I suggest you check with your ISP and get your connection problem solved.
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What I don't get is why it works correctly on 2 other OS's that are not Windows 10. Does the Win 10 installer/updater work differently then the one for older OS's? I can ping the addresses that fail to connect in the error log on the Win 10 system.
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What I don't get is why it works correctly on 2 other OS's that are not Windows 10. Does the Win 10 installer/updater work differently then the one for older OS's? I can ping the addresses that fail to connect in the error log on the Win 10 system.
Not that I know of. I'm on Windows 10 and have been since early beta testing days.
No connection problems here and I do a lot of things via the internet including remote presentations.
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Ok, what ports should I check on my modem to make sure that avast can access the internet?
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Ok, what ports should I check on my modem to make sure that avast can access the internet?
There are many. I allowed Avast access not ports. You'll need to wait for someone with that answer if
one is available.
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Ok, thanks for the help. I guess I will have to wait until I can get more information. The weird part is it used to work and I have not changed any of the internet settings so I don't know what is going on.
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Well this is interesting. I powered on a system with a older version of Win 10 and it successfully updated the definitions but after it updated windows the application updates failed on resolving the DNS server. I wonder if it is Win 10 blocking it somehow? Got any ideas?
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Not Running Windows Insider Preview by Chance on particular PC? Installed Avast this morning clean install on Windows 10 Laptop, offline installer, and worked fine, so don't think Windows 10 Blocking Avast at least I don't think so myself.
Only idea I had for this topic
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I just tried the latest offline installer and it is still having the no definitions updates issue. Is there some other program that I can run to see what network it is trying to connect to?
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I just tried the latest offline installer and it is still having the no definitions updates issue. Is there some other program that I can run to see what network it is trying to connect to?
Hello, I use this little free program to see in real time where the pc is trying to connect to
https://www.nirsoft.net/utils/cports.html
(https://www.nirsoft.net/utils/cports.gif)
Hope this helps! :)
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Well I used that program and the avast updater is trying to connect to a IP address of 0.0.0.0 on different UDP ports (I suspect it switching between ipv4 and ipv6 protocols). No other info is displayed about the program and I don't know what to do from here.
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Hi,
Have you tried disabling IPv6 in the network adapter's settings?
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did you check your hosts file? maybe some malware is redirecting the avast servers to 0.0.0.0
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I tried disabling ipv6 and that made no difference. My host file is clean as far as I can tell and the installer has the same issue on a fresh install of Win 10. My modem has very few settings for UDP ports as far as I can tell. I is a T220H Actiontec Telus modem.
Here is the firewall settings that it has:
DirectX Multimedia Control 2300-2400, 47624, 2300-2400 UDP, 6073 UDP
DNS DNS 53
FTP File Transfer 20, 21
FTPS Secure File Transfer 990
H323 Video 1720
HTTP Web Service 80
HTTPS Secure Web Service 443
ICMP Echo Request Web Service N/A
ICMP Echo Reply Web Service N/A
ICMP TTL Expire Web Service N/A
ICMP Trace route Web Service N/A
IMAP Mail Service 143
IMAPS Mail Service 993
IPP Remote Printing 631
IPSEC VPN Service 50, 51-500 UDP
IRC Chat Service 113, 194, 1024-1034, 6661-7000
L2TP VPN Service 1701 UDP
MSN Gaming Gaming Service 28800-29100 TCP/ UDP
MySQL Database Management 3306
NNTP Newsgroup 119
NTP Newtork Time 123
Oracle SQL Database Management 66, 1525
PC Anywhere Remote Management 66, 1525 5631 TCP/ UDP - 5532 TCP/ UDP
PPTP VPN Service All GRE, 1723
POP3 Mail Service 110
POP3S Secure Mail Service 995
PS2 / PS3 Game Console 4658 TCP/ UDP, 4659 TCP/ UDP, 3478, 3479, 3658 UDP, 5223 TCP
RIP Web Service 520 UDP
REAL A/V Audio/ Video 7070
Real Server/ Quick Time Audio/ Video 7070, 6970-7170 UDP
SFTP Secure File Transfer 22, 115
SIP Session Control 5060
SlingBox Media Service 5001
SMTP Mail Service 25
SQL Database Management 1433
SSH Secure Remote Management 22
T120 Conferencing Service 1503
Telnet Remote Management 23
VNC Remote Management 5500, 5800, 5801, 5900, 5901
Wii Game Console 28910, 29900, 29901, 29920
Windows Messaging Windows Messaging 1024-1030
Windows Service Windows Service 135-139,445,1434
XBox Game Console 53 TCP/ UDP, 88 UDP, 3074 TCP/ UDP
Yahoo Messenger with Client Directory Chat Service 500-5010, 5050, 5100, 6600-6699
All Other Ports Open or close all IP ports not defined in the firewall table. All Undefined Ports
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Well I finally figured it out, for some reason this setting IPSEC VPN Service 50, 51-500 UDP in the firewall has to be enabled to allow updates to work but only under windows 10. Got any idea why that is?