Avast WEBforum
Consumer Products => Avast Secure Browser => Avast Secure Browser for Windows => Topic started by: bznbisons on October 30, 2019, 01:37:03 PM
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I have used the Avast Safe Browser for months with no issues. Yesterday when I tried to open the Browser I got a “side by side configuration” warning. Event Viewer error was a 77.0.1801.76 could not be found. I uninstalled Avast from my computer and attempted to reinstall. The Anti Virus installed with no issues, but the Safe Browser will not install. All I get is a message that says to contact Avastbrowser .com for help - which does not exits. Would welcome your thoughts. Thanks
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I have used the Avast Safe Browser for months with no issues. Yesterday when I tried to open the Browser I got a “side by side configuration” warning. Event Viewer error was a 77.0.1801.76 could not be found. I uninstalled Avast from my computer and attempted to reinstall. The Anti Virus installed with no issues, but the Safe Browser will not install. All I get is a message that says to contact Avastbrowser .com for help - which does not exits. Would welcome your thoughts. Thanks
Hi, please try to install it using this link: https://www.avast.com/secure-browser#pc
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Thanks for getting back to me. That is the link I have been using. It makes three attempts to download and then I get a Error message.
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I am having the exact same issue. Please help
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The link is working for me.
Could you try to uninstall it using this link https://download.avastbrowser.com/avast_secure_browser_uninstall.exe
(de-select "Also delete your browsing data")
"Restart" and then re-install.
If you still get the error after having performed the above steps, please attach a screenshot of the error message you receive.
Which browser are you using to download Avast Secure Browser?
[Use "Attachments and other options" located below the reply box to add the screenshot]
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Hi. I did as requested and was still not able to install. I tried to insert a picture directly, but found I was unable to. Below is a link to a picture of my screen shot with the install error message.
Thanks for your help
https://imgur.com/a/2aDEle9
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I am using Edge 44 on Windows 10 Pro
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I have tried it using edge and chrome browsers.
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Please try the following.
Maybe it's time for a clean install of the Secure Browser
Download the installer from here, https://www.avast.com/en-us/secure-browser
Download the Secure Browser Removal tool from here, https://download.avastbrowser.com/avast_secure_browser_uninstall.exe
Save your Bookmarks via the Book Marks Manager if you have custom bookmarks so you can import them when you re-install.
Uninstall Secure Browser via Programs and Features - Reboot
Run the removal tool, reboot, run the installer import your favorites if you saved them.
A video to help with the installation: https://youtu.be/r_VLA0HMLQM
Report back if that's solved the problem or not.
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Thanks for the suggestion. I tried it. Still not loading.
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Hi bznbisons.
I'm one of the senior developers in the Browser team, mainly working on auxiliary products - including part of the installer application. I'd like to try and help you if I can, but to do so I'll need you to help me. Would that be okay?
First of all, in your initial post you reported an error in the Event Viewer. Can you check to see if this installation failure has generated an Event Viewer entry and, if so, let me know what the details are. That may give us a clue as to what's happening here. If not, I'd like to talk you through the process of enabling logging for the installation process on your system. Once enabled, this will generate a detailed log file of the install process and should allow us to identify why the installation is failing. We can do that if the Event Viewer doesn't yield any fruit. How does that sound to you?
I'm sorry you're having this issue, but I will do my best to try and help you resolve it. The installation process is quite complicated and so we may need to dig into this a little; however, I'll do what I can to assist you.
Cheers,
-thermo
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Thermoduric,
Thankyou for helping me out. I tried to install once more and checked my Event Viewer. The only thing I found of interest was the following warning. Please see the attached link. I still have not figured out how to attach a pictures directly.
https://imgur.com/a/eUoU9tT
I hope you find it of some help.
In any case would be grateful for your help with the enabling process.
Thanks and Cheers,
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Unfortunately, that event log isn't particularly helpful. Oh well, it was worth a shot.
Right, first of all, let's make sure that there are no remnants of a previous install left behind. Please follow these instructions VERY carefully - don't do anything without reading each instruction twice, fully understanding it and double checking what you're about to do before you do it. Making a mistake could damage your system and neither I nor Avast will accept responsibility for that. As long as you follow these instructions, what I'm about to ask you to do is perfectly safe. For the same of keeping it simple, I will write each separate step as a bullet point so as not to cause any confusion.
Here we go:
Open the tools we need
- Start Windows Registry Editor (regedit.exe)
- Start a Command Prompt with Administrator privileges (right click icon, left click "Run as Administrator"
- Open Windows Explorer (explorer.exe)
Get uninstall string
- Switch to the Windows Registry Editor
- Browser to HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\Avast Secure Browser
- Double click "Uninstall String" to open the value editor
- Click in the "value data" edit box
- Press CTRL-A (that's the CTRL key and the 'A' key together) to select everything
- Press CTRL-C (that's the CTRL key and the 'C' key together) to copy everything
- Click "Cancel" to dismiss the value editor window
Attempt a clean uninstall
- Switch to the Command Prompt
- Right click on the title bar, select Edit>Paste from the drop down menu
- You should now see the uninstall string copied into the Command Prompt window
- Press enter to execute the uninstall string
- If you see any errors, ignore them (we're just attempting a clean remove before we get our hands dirty)
Remove any left-over registry keys (in case of uninstall failure)
- Switch to the Windows Registry Editor
- Remove HKEY_LOCAL_MACHINE\SOFTWARE\AVAST Software\Browser
- Remove HKEY_LOCAL_MACHINE\SOFTWARE\AVAST Software\Browser
- Remove HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\AVAST Software\Browser
Remove any left-over folders (in case of uninstall failure)
- Switch to Windows Explorer
- Navigate to C:\Program Files (x86)\AVAST Software\
- If you see a subfolder named "Browser" you should delete it
- Navigate to C:\ProgramData\AVAST Software
- If you see a subfolder named "Browser" you should delete it
- Navigate to %LOCALAPPDATA%\AVAST Software
- If you see a subfolder named "Browser" you should delete it
- Close Windows Explorer
Remove any left-over services (in case of uninstall failure)
- Switch to the Command Prompt
- type "sc delete avast" and pres enter
- type "sc delete avastm" and pres enter
- type "sc delete AvastSecureBrowserElevationService" and pres enter
- Close Windows Registry Editor
- Close Windows Explorer
- Close the Command Prompt
- Finally, I'd recommend using CCleaner (http://"https://www.ccleaner.com/ccleaner/download/standard") to clean your registry of any orphaned keys (link below)
At this point, all traces of Avast Secure Browser should now be eradicated from your machine.
Now, let's enable logging so that we can get some diagnostics should attempting to install the browser still fails:
- Attached you will find a zip file called JSIS_Omaha_DebugLogging.zip
- Please download this file and extract it somewhere (for example, to you Desktop)
- Inside the zip file are instructions and configuration files to enable logging for the installation process
- Please read and follow these instructions (see howto.txt - reproduced, below)
How to enable logging of the Secure Browser installation:
---------------------------------------------------------
By commandline batch
- copy the DebugBuildLogging folder to your pc
- launch Enable_Logging.bat as administrator
Manually
- copy the .avast folder to yout user folder (c:\Users\yourname)
- create c:\BrowserLogs folder
- copy AvastBrowserUpdate.ini to the root of c:\
What components are logging:
- Installer: jsis installer avast_secure_browser_*.exe
- Omaha: The AvastBrowserUpdate.exe process
Once you have followed those instructions, please attempt to reinstall the browser.
If it succeeds you can disable logging by running Disable_Logging.bat.
If it fails, please zip up the folder c:\BrowserLogs and attach that zip file here.
I hope this helps.
-thermo
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Thanks Thermo
I will try it this weekend
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I too am having a problem re-installing ASB - this is what I posted on https://forum.avast.com/index.php?topic=226983.45:
OK, well I've tried several times to re-install and each time, after re-installation, ASB does not work: it is running (16 AvastBrowser.exe processes in Task Manager) some of which are keeping the CPU busy so that it is running at ~80%. But the application's window is invisible - if I switch to it and press Alt-Space I just get a floating window menu (Restore, Move, Size, etc). If I close it, CPU drops back to 0-5%.
Honestly, I've never had so many problems with a piece of commercial software.
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any update???
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Hello! We are still working on this issue. I will let you know when the issue will be solved. Thank you!
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Thank you...
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new update Cristina???
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Hello, YahayKa! Unfortunately, we are still working on this issue and our developers are trying to solve it. I will let you know when the issue will be solved. Thank you!
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Same here. ASB was working fine for years, but there was an update. Downloaded install file as indicated in this thread. Window pops up indicating ASB is being installed, but then nothing happens. Rebooted, re-tried several times.
Uninstalled, un-checking box for deleting files. Rebooted. Re-downloaded same install file. Same thing happens. Popup window says "ASB installing" with progress bar. Progress bar completes left to right in one or two seconds then window closes. Rinse, repeat numerous times.
Now I have no ASB and lost numerous open tabs I need. Any way to find history file and copy those to another browser till we get ASB back up? Thanks.
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...Any way to find history file and copy those to another browser till we get ASB back up? Thanks.
Hi,
You can find it here:
C:\Users\yourusername\AppData\Local\AVAST Software\Browser\User Data\Default
(Where yourusername is the account/user profile you use on windows)
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Still nothing!?!? Doesn't seem like they are actually working on it.
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OK. So I completely uninstalled all Avast products including the anti-virus. Downloaded Avast INternet Security and installed it, added activation code for my subscription. Downloaded Avast Secure Browser and ran install. Still fails, I guess you don't value my subscription?
Time to find a new Antivirus provider
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any update???
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Hello, guys
Well, this task is still at work of our developers, and after we finish - we still need to provide a new release for publishing of new, fixed version, so, unfortunately, at the moment it is not ready :(
BUT, i have one way, that can help:
1. uninstall the browser
2. switch off antivirus self defense (general settings - troubleshooting - disable Self-defense)
3. download this .bat file https://drive.google.com/file/d/1CZE64aD5uE7Wzh-aCIzdaesgeRiRok_X/view?usp=sharing (https://drive.google.com/file/d/1CZE64aD5uE7Wzh-aCIzdaesgeRiRok_X/view?usp=sharing)
4. run it as admin
this file will clean all possible browser steps on your machine and after that the browser installation should be totally clean
Or, without .bat you can try to follow the instructions on the first page of this topic from @thermoduric
Thank you for understanding and have a nice day!
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Hello, guys
Well, this task is still at work of our developers, and after we finish - we still need to provide a new release for publishing of new, fixed version, so, unfortunately, at the moment it is not ready :(
BUT, i have one way, that can help:
1. uninstall the browser
2. switch off antivirus self defense (general settings - troubleshooting - disable Self-defense)
3. download this .bat file https://drive.google.com/file/d/1CZE64aD5uE7Wzh-aCIzdaesgeRiRok_X/view?usp=sharing (https://drive.google.com/file/d/1CZE64aD5uE7Wzh-aCIzdaesgeRiRok_X/view?usp=sharing)
4. run it as admin
this file will clean all possible browser steps on your machine and after that the browser installation should be totally clean
Or, without .bat you can try to follow the instructions on the first page of this topic from @thermoduric
Thank you for understanding and have a nice day!
Hi ekaterina, does your .bat file keep user profiles, or deleted as well?
Thanks!
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Hi, NON
Yes, this .bat will delete profiles. It is wider uninstaller for our browser :)
Have a good day!
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Hi ekaterina, thanks for the answer :)
But as far as I can see in the bat file, %userprofile%\AppData\Local\Avast Software\Browser will be left intact... ???
It is a good thing at least for me as I can suggest using this bat file without worrying bookmark lost, so if this is not an intended behavior, I'd like you to keep current bat for the time being.
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Is this problem resolved yet?
The browser stopped working for me a few weeks ago (presumably after latest update) and has defied all efforts to re-install.
I have run the uninstall file and the above .bat file but installation gives up after a couple of retries and reports an error, again!
On a brighter note, Chrome still works!
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https://forum.avast.com/index.php?topic=233487.0