Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: ldei on November 21, 2006, 02:49:58 AM
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I have repeatedly uninstalled and reinstalled. I have never had any other AV on this computer. I tested the problem on four other XP SP2 boxes with the same result. The services fail to start. One of the dependencies is "Standard Shield Support" which is not installed in services. The problem occurred out of the blue with no changes being made to the computer in the last 30 days. I have tried various recommendations on the forum to no avail. It appears that the issue is prevalent and that the complete solution is unknown with some getting fixes without any knowledge of why. I purchased the Pro version and I use this for business. I have critical files in it is imperative that I find an immediate solution. If one is not available, I need to know so I can move on to other AV providers.
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Welcome to the Forum ;)
can you specify which services won't start.
Can you post a Hackthis Log ?
Thanks
Al968
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Which path did you install avast?
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You keep talking about a problem yet you don't give any details about it. What errors are displayed if any ?
Have you checked windows start, run and type, services.msc there are four services, two should be automatic and two manual start, see image, are yours the same ?
Are there any errors in the windows Even Viewer or avast Log Viewer, Warning section ?
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Please give us some info :'(
HackThis Log + Avast Log
lol
It all for your own good
Al968
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Please don't rush to ask for a hijackthis log when the originator hasn't even clearly stated what the problem is.
The reason the Services are not starting is unlikely to be revealed in a HJT log, the fact that this problem is the same over 4 other computers suggests a more fundamental problem.
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Yes, None of the 4 services start. They are correctly configured per the diagram just outlined. Two Auto and two Manual. No errors are reported other than the event viewing stating the service failed to start. The services timed out and did not respond to a control request in a timely fashion. The Avast log has no data in it. It requires a service to run it. The path is the standard path in program files.
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very usefull information,
Did you try setting the two service that are on manual to auto ?
Also you could try reinstalling Avast, you just need the product key.
Hope this helps
Al968
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yes, both the 2 manuals were tested with auto, and I have reinstalled some ten times even using the aswclear.exe as an option a few times to uninstall. The services still do not start.
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In that case the HackThis log is required :-X
Your problem seems very strange ???
But we'll figure it out 8)
Al968
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what is a hackthislog? and how to I find it.
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Sorry I misspelled it :-[
You can download it here : http://www.infos-du-net.com/telecharger/HijackThis,0301-454.html
It is a dignosis program run it then post the results on the forum and we'll take a look at it ;)
Al968
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I need the link in English, I don't know french. Merci
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Two programs were just installed trying to find hijackthis by accident. One a spyware Noadware, and on PC DOC - registry editor, so these are new and will be deleted.
The log file will not fit here. SO i need to know how to send it.
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OK here it goes
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many people on this forum will not open attatchments. You may have better results if you copy and paste your log. Use a couple of posts if it won't fit in one.
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I took a look at it and I don't see anything wrong ???
Sorry :-[
Al968
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very usefull information,
Did you try setting the two service that are on manual to auto ?
Also you could try reinstalling Avast, you just need the product key.
There is absolutely no point in changing the correct manual start to auto start, the asgMaiSv.exe and ashWebSv.exe should only start if the user has enabled those providers, if at any time they were disabled the service would still start. They should be left at manual.
OK here it goes
For an on-line analysis of your log (http://hijackthis.de/logfiles/91ca5b35bf2cfa29b13b1f4b12de3a9c.html) check out the unknown entries (google the file names or upload them for a scan), do you have a firewall as the analysis doesn't detect one. What I also find strange is why this entry is listed:
O4 - Startup: avast! Antivirus.lnk = C:\Program Files\Alwil Software\Avast4\ashAvast.exe
That shouldn't need to run on start-up on an XP system, it certainly isn't on mine. Clicking that file name or desktop shortcut usually kicks off a memory scan and opens the simple user interface to enable you to do an on-demand scan.
I don't know if kicking this off at start-up might have an adverse effect (it would certainly slow things down), so I suggest you fix it and see if that has a positive effect. HJT should save any changes so you can restore it if required, which I can't see a reason for.
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I added it to the startup file as a test to find a fix. I have already removed it, but the problem remains. I have notified tech support and so far there is no know solution. The alamode lines in the log are a valid program for professional real estate appraisal services. beremote.exe is not an unknown process. It is a Symantec service for backing up registry files using their advanced backup software formally Veritas. All other lines are normal as well. Yes, I have a firewall. HPTLBXFX is a service for the HP 3390 fax allinone printer.
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ldei,
I do not wish to discount the fact that you are experiencing a problem.
However, computers do not change the way they run "out of the blue", they change because of changes made to them, more often than not by those controlling them.
avast has not changed on the 4 up to date Win XP SP2 machines it is running on in this location, it has not changed for the users I support in other locations on Win XP SP2 systems. All are running - just fine as usual.
I do not post this with any intent to annoy you, I am sure your frustration is real enough. If this were a widespread problem among the literally millions of avast users we would be seeing many more "me too" posts in this forum.
This is just a plea to work with the experienced members of this forum (who, by and large, are avast users ... just as you are) and, perhaps, input from the Alwil team - they are frequent participants in this forum. Oh, and a plea to keep it to one thread rather than expressing your frustration in multiple threads.
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As per the replies, I have been working with them. But there is no solution as of yet. The computer has not changed in any way except Windows updates. The duty of ALWIL is to make sure the product runs with the current Windows system. I have tried four other XP SP2 boxes with the same results. Notice there is another user with the same identical problem.
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I hope that you will forgive me in noting again that the alwil team has done an excellent job of making sure that it works on the 4 up to date Win XP systems I have running here and that of every person I am supporting outside of this location (and the millions of other avast users).
What we need to concentrate on is finding out what is the difference on the machines under your control that do not work.
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Thats what I want is to figure it out. But the critical nature of my files does not allow me a long time to get this fixed. I am a paying user. I do not have the free version. I need a fix, but there appears to be no answer. Do you have any?
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A simple answer to a simple question. The answer is: No
I do not have an answer to your problem. I am not able to reproduce your problem.
I am not part of the alwil team. I do my best to reproduce the problems I see in this forum, if I find I can reproduce the problem and find a solution, I post it. If I can reproduce a problem and cannot find a solution then I am known to be critical of the alwil team.
There appears to be one other person, as you have noted, that currently experiences the same problem you report on 5 systems. I stand by my comment that "problems to not occur out of the blue".
I would encourage you to think very carefully about any change - however small or insignificant - you may have made to all of these systems in the recent past. (Reminds me of the discussion I had with one of the folks I support this afternoon - "I have not made any changes - well just that little clock program I downloaded a few days ago" - yes you guessed it - the cause of his problem). Sorry for the (true) story - but you know we all experience this stuff, even with ourselves.
Only you can decide on the urgency for your environment - I intervened in this thread to remind you that you are dealing mainly with fellow users and ask you to try to limit the frustration you express in dealing with folks just trying to help you.
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Sorry for jumping in little bit late.
So, to recap,
1. none of the 4 avast services starts after reboot (this includes the "avast! IAVS4 Control Service", right?)
2. when you try to manually start any of the services, it takes a long time, and after that, it displays the "Service did not start in a timely fashion" message.
3. The avast tray icon is visible, but has a red cross on it.
Is that correct?
Also, what happens if you double-click the avast icon on the desktop? (or click "avast! Antivirus" from the Start menu)?
Thanks
Vlk
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When I manually start the services, they start immediately and execute normally. There is no delay. The red ball then disappears and updates start. The problem is that Avast does not start the service automatically. I believe if the Avast Antivirus would auto start, then the other Avast services would automatically start. Some event viewer errors are:
AswChestInterface - Program error description: CChestListView::OnCreate() !m_strErrorWnd.IsEmpty(). AswChestInterface - Program error description: CChestListView::LoadFiles() chestOpenList() failed: 2147422219.
Error in aswChestC: chestOpenList Error 1753.
The avast! Antivirus service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.
Timeout (30000 milliseconds) waiting for the avast! Antivirus service to connect.
The avast! iAVS4 Control Service service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.
Timeout (30000 milliseconds) waiting for the avast! iAVS4 Control Service service to connect.
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What kind of network connection do you have?
Does the same happen even if the network (whatever it is - ethernet, USB etc) is disconnected during the boot?
Thanks
Vlk
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Yes
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Am I right if I assume that the ashServ.exe process is visible in the list of running processes during boot - i.e. immediately after you log on (provided you log on just after Windows prompts you to do so)?
That is, ashServ.exe is there, and stays there for a while until it disappears (and the message is logged)?