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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: AC12 on February 23, 2021, 07:39:26 PM

Title: Software Update Failure
Post by: AC12 on February 23, 2021, 07:39:26 PM: Hi,
I've been having trouble updating programs on the software updater component of Avast for the past couple of months. I've tried resetting it in the geek settings, but it doesn't seem to help. The error I get is "Something went wrong, and the update failed. Please try again.". Looking at other threads I'm guessing the only option I have now is a clean reinstall. Is there a way I can back up all my settings and the exceptions for websites or programs that I've added or is there any other option to fix this?

Thanks
Title: Re: Software Update Failure
Post by: Asyn on February 24, 2021, 07:30:54 AM: Quote from: AC12 on February 23, 2021, 07:39:26 PM
Is there a way I can back up all my settings and the exceptions for websites or programs that I've added or is there any other option to fix this?
Hi, you can export/import your settings.
Title: Re: Software Update Failure
Post by: strakl on February 24, 2021, 02:37:16 PM: For more detail: Go to Menu>Settings>Troubleshooting>backup your settings, then if you want to import you can do that from the same location.
Title: Re: Software Update Failure
Post by: AC12 on February 24, 2021, 06:42:46 PM: Sounds good, thank you!
Title: Re: Software Update Failure
Post by: AC12 on February 24, 2021, 07:29:29 PM: Hi, even after doing a clean uninstall I am still getting the same error as before.
Title: Re: Software Update Failure
Post by: Asyn on February 25, 2021, 06:52:32 AM: Quote from: AC12 on February 24, 2021, 06:42:46 PM
Sounds good, thank you!
You're welcome.
Title: Re: Software Update Failure
Post by: r@vast on February 25, 2021, 10:49:39 AM: Quote from: AC12 on February 24, 2021, 07:29:29 PM
Hi, even after doing a clean uninstall I am still getting the same error as before.

Hi,

Please try this: https://support.avast.com/en-ww/article/Reset-Software-Updater/
Title: Re: Software Update Failure
Post by: AC12 on February 25, 2021, 09:25:32 PM: Quote from: r@vast on February 25, 2021, 10:49:39 AM
Quote from: AC12 on February 24, 2021, 07:29:29 PM
Hi, even after doing a clean uninstall I am still getting the same error as before.

Hi,

Please try this: https://support.avast.com/en-ww/article/Reset-Software-Updater/
Hi, I've tried that multiple times and tried it again, but it doesn't seem to do anything.
Title: Re: Software Update Failure
Post by: r@vast on March 01, 2021, 01:48:00 PM: Quote from: AC12 on February 25, 2021, 09:25:32 PM
Quote from: r@vast on February 25, 2021, 10:49:39 AM
Quote from: AC12 on February 24, 2021, 07:29:29 PM
Hi, even after doing a clean uninstall I am still getting the same error as before.

Hi,

Please try this: https://support.avast.com/en-ww/article/Reset-Software-Updater/
Hi, I've tried that multiple times and tried it again, but it doesn't seem to do anything.

Hi,

Could you please provide us with a support file id?
To generate the support file, please see this link.
https://support.avast.com/en-ww/article/Submit-support-file
Title: Re: Software Update Failure
Post by: AC12 on March 03, 2021, 06:05:13 AM: Quote from: r@vast on March 01, 2021, 01:48:00 PM
Quote from: AC12 on February 25, 2021, 09:25:32 PM
Quote from: r@vast on February 25, 2021, 10:49:39 AM
Quote from: AC12 on February 24, 2021, 07:29:29 PM
Hi, even after doing a clean uninstall I am still getting the same error as before.

Hi,

Please try this: https://support.avast.com/en-ww/article/Reset-Software-Updater/
Hi, I've tried that multiple times and tried it again, but it doesn't seem to do anything.

Hi,

Could you please provide us with a support file id?
To generate the support file, please see this link.
https://support.avast.com/en-ww/article/Submit-support-file

Hey,
sorry for the late reply. the file id is XYBXV
Title: Re: Software Update Failure
Post by: r@vast on March 03, 2021, 09:11:03 AM: Quote from: AC12 on March 03, 2021, 06:05:13 AM

Hey,
sorry for the late reply. the file id is XYBXV

Hi,

Would you mind adding a screenshot of the error message as well, please?
Please see this article on how to generate a screenshot (if need be). https://support.avast.com/en-ww/article/Create-screenshot
Title: Re: Software Update Failure
Post by: AC12 on March 03, 2021, 09:16:32 PM: Quote from: r@vast on March 03, 2021, 09:11:03 AM

Hi,

Would you mind adding a screenshot of the error message as well, please?
Please see this article on how to generate a screenshot (if need be). https://support.avast.com/en-ww/article/Create-screenshot

I get this for every application.

(https://i.imgur.com/6Puf4lB.png)
Title: Re: Software Update Failure
Post by: r@vast on March 05, 2021, 10:22:32 AM: Quote from: AC12 on March 03, 2021, 09:16:32 PM
Quote from: r@vast on March 03, 2021, 09:11:03 AM

Hi,

Would you mind adding a screenshot of the error message as well, please?
Please see this article on how to generate a screenshot (if need be). https://support.avast.com/en-ww/article/Create-screenshot

I get this for every application.

(https://i.imgur.com/6Puf4lB.png)

Thank you for the screenshot. Could you please click on the green "Check for updates" button again (it should start downloading) - after that you should be able to install it.
Title: Re: Software Update Failure
Post by: AC12 on March 05, 2021, 06:37:54 PM: Quote from: r@vast on March 05, 2021, 10:22:32 AM
Thank you for the screenshot. Could you please click on the green "Check for updates" button again (it should start downloading) - after that you should be able to install it.

I clicked it and it didn't do anything. Keep getting the same error.
Title: Re: Software Update Failure
Post by: r@vast on March 08, 2021, 12:25:06 PM: Quote from: AC12 on March 05, 2021, 06:37:54 PM
Quote from: r@vast on March 05, 2021, 10:22:32 AM
Thank you for the screenshot. Could you please click on the green "Check for updates" button again (it should start downloading) - after that you should be able to install it.

I clicked it and it didn't do anything. Keep getting the same error.

Hi,

When you go to Menu>Settings> Update (in Avast Antivirus) what build do you have?
Please also generate and provide a support file ID.
To generate the support file, please see this link.
https://support.avast.com/en-ww/article/Submit-support-file
Title: Re: Software Update Failure
Post by: AC12 on March 08, 2021, 10:14:56 PM: Ver. 21.1.2449 - build 21.1.5968.643

Do I need to submit another support file? I had already done one and had been in contact with a customer support member, but did not get a reply after one of the recommendations failed to fix the problem (Changing DNS).