Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: horszaga on May 20, 2021, 11:32:01 AM
-
Hallo Support,
I have windows 10 home latest
For a while Avast free is not working on my laptop.
I can start the installer, I can select minimal/recommended/custom, it starts the installation, then vanquish and only aswEngSrv.exe comes up as a process.
I already run an offline antiviurs scan on this system (attached the disk to another system where avast antivirus free runs) - did not find any issue
I already run the cleanup software of yours - did not help
Today I reinstalled again, but nothing...
Any idea from your side ?
br,
A
-
- Which version/build of Avast Free..?
- OS..? (32/64 Bit..? - which SP/Build..?)
- Other security related software installed..?
- Which AV(s) did you use before Avast..?
-
Hallo Support,
I have windows 10 home latest
For a while Avast free is not working on my laptop.
I can start the installer, I can select minimal/recommended/custom, it starts the installation, then vanquish and only aswEngSrv.exe comes up as a process.
I already run an offline antiviurs scan on this system (attached the disk to another system where avast antivirus free runs) - did not find any issue
I already run the cleanup software of yours - did not help
Today I reinstalled again, but nothing...
Any idea from your side ?
br,
A
Hi,
Is there any error message?
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
-
- Which version/build of Avast Free..?
- OS..? (32/64 Bit..? - which SP/Build..?)
- Other security related software installed..?
- Which AV(s) did you use before Avast..?
Avast free latest - downloaded today
OS Win10 64bit (is anyone still using 32?) latest build
no other security related software
only avast was on the laptop, but since it fails I tried AVtotal for a month (hoped avast will sove this until)
-
Hallo Support,
I have windows 10 home latest
For a while Avast free is not working on my laptop.
I can start the installer, I can select minimal/recommended/custom, it starts the installation, then vanquish and only aswEngSrv.exe comes up as a process.
I already run an offline antiviurs scan on this system (attached the disk to another system where avast antivirus free runs) - did not find any issue
I already run the cleanup software of yours - did not help
Today I reinstalled again, but nothing...
Any idea from your side ?
br,
A
Hi,
Is there any error message?
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
No error message, Installer just vanquished without error or any status - that's why I thought it must be a virus and checked the system offline
The original issue was: Avast icon vanquished from the tray (it was working for years!)
Then some day I wanted to run a scan, but could not start up the GUI at all.
Then uninstalled once and since I cannot reinstall
I already made a support file, but it is not secure (not protected by a password) and it says I should get a ticket number first
-
No error message, Installer just vanquished without error or any status - that's why I thought it must be a virus and checked the system offline
The original issue was: Avast icon vanquished from the tray (it was working for years!)
Then some day I wanted to run a scan, but could not start up the GUI at all.
Then uninstalled once and since I cannot reinstall
I already made a support file, but it is not secure (not protected by a password) and it says I should get a ticket number first
Hi,
The support package would be sent to us even without a ticket number.
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
-
I already made a support package, but I would not like to share it here, because it is not password protected.
Could you remedy this some way please ?
-
I already made a support package, but I would not like to share it here, because it is not password protected.
Could you remedy this some way please ?
All you are being asked to do by r@vast is to "Please provide us with a support file ID." a 4 digit alphabetic ID, not attach the file.
This allows Avast to identify the file that was sent to them with your topic.
-
Dear All,
It is not matching.
The support tool requires a ticket id.
I submitted already the package with the builtin support tool - infortunatelly I did not noted that ID, because I thought the common relation will be the ticket id.
I already got an email from AVG support about the upload, but the ID is not mentioned there also.
(I would suggest to correct these either by adding the ID to that email or highlight that ID at the end of your application and recommend to note it down)
How to proceed then ?
Shall I upload again ?
br,
Attila
-
Now you have me confused, this is the Avast Antivirus support forum, and although Avast Software owns AVG, the two support forums, etc. are separate.
So I don't know how you got a response from AVG Support - Whilst the https://support.avast.com/en-ww/article/Submit-support-file link that says you need to create a support ticket, to warn avast support you are sending a support file.
Important:Avast Support does not automatically check for newly submitted support files. Before you send a support file via the Avast Support Tool, please notify Avast Support via the support portal.
r@vast is trying to help circumvent the need for that by giving him the File ID that is given when you ran the avastsupport.exe to generate the support file.
-
Sorry, it was a typo. Excuse me. Of course I am writing about Avast.
I have re-uploaded thepackage.
The code is : IH5NO
br,
Attila
-
Thanks, hopefully r@avast can pin it down now.
-
Sorry, it was a typo. Excuse me. Of course I am writing about Avast.
I have re-uploaded thepackage.
The code is : IH5NO
br,
Attila
Hi,
Thank you.
I will get back to you.
-
any update/idea on this please ?
-
any update/idea on this please ?
Hi,
If you go via the control panel, do you see Avast Free (it seems that you still have Avast free 21.3 installed)av
If it is there, could you try to run a repair, please?
https://support.avast.com/en-ww/article/Repair-Antivirus/
-
of course it is installed, but only something got installed, but not the whole application.
This is what I wrote initially.
Installer vanquishes, I have no processes, no tray icon, cannot start the application...
Also the same when uninstall + reinstall it,
Also the same when using avast cleaner + reinstall
-
yesterday I installed the latest (21.4).
Issue is the same.
Installer vanquish at the end, but:
- nothing comes up in the tray
- two processes are running in the background: aswEngSrv.exe, aswToolsSvc.exe
- application cannot be found in the start menu ==> cannot start the gui
of course I tried the installer on its own for the first run
then I tried the avast cleaner (in safe mode) then a fresh install
nothing helped
-
Hi,
Please uninstall any other antivirus applications and then try to install Avast Free again.
https://support.avast.com/en-ww/article/Uninstall-other-antivirus/
-
there is no another 3rd party anitivirus installed
-
there is no another 3rd party anitivirus installed
How did you remove the AV you used prior to Avast and which wone was that?
-
it was kaspersky, but please let me repeat: originally I had avast, and it was working for months without issues.
For some unknown reason it failed and now I cannot reinstall or fix or cleanup+reinstall it properly.
-
I have 21.4 partial install for now
I have no repair button in control panel
I can only modify the components only - it does it, but nothing changes
-
I have 21.4 partial install for now
I have no repair button in control panel
I can only modify the components only - it does it, but nothing changes
If you choose uninstall, you'll eventually see the option to repair.
-
ok I did it - the results:
now the icon appears on my desktop, in start menu, in the tray, but
when I hover my mouse over the icon in the tray - it vanquishes ==> cannot open it
when I start it from the start menu or from the deskto icon in the tray it appears, but nothing else happens + if I hover the mouse over the tray icon then it vanquishes ==>cannot open it
when I start the executables, nothing happens, except the avastui - then the icon appears in the tray, but it vanquishes when I hover the mouse over it
I already scanned the machine in an offline state (hdd out + insert into a clean machine and scanned) - but it is clean (ot not known virus does this)
any idea ?
-
another repair attempt results:
I could hover the mouse over the icon in the tray, but it disappeared again, when I clicked on it.
-
If Repair doesn't fix the problem, try the following:
If your Avast settings are not the default settings and you want them restored after the Clean Install, follow this before removing Avast.
https://goo.gl/TXjM7h
Clean Install of Avast:
https://goo.gl/4Ptzkf
If you need additional help with the Clean Install, watch this:
https://youtu.be/p-h3myRD51A
-
I cannot start avast, hence your first suggestion won't work
As I mentioned - I already used the cleaner utility of Avast
-
Hi, no idea if it helps, but you could try the new Icarus installer.
-> https://forum.avast.com/index.php?topic=264883.0
-
wow
first I did run the new av_cler.exe
restarted the machine
then started the icarus installer and it failed first and threw error
[2021-06-11 11:37:08.779] [error ] [repository ] [11664:15916] ActionCommit: Files download has failed!
Exception: Unable to perform cURL request ('https://honzik.avcdn.net//universe/76e2/c038/5b31/76e2c0385b318200c144dc31dbfa206152d5727d5d3633da9ae902d6380027c4.lzma') after 4 retries!
HTTP response code said error (The HTTP request failed with response status 504!)
Code: 0x00000016 (22)
[2021-06-11 11:37:08.781] [debug ] [repository ] [11664:15916] mMoves cleared.
[2021-06-11 11:37:08.781] [error ] [avast-av ] [11664:15916] Execution of 'class asw::repository::ActionCommit' failed with:'45003(afcb)'
[
I tried the icarus installer (without clean) once more and now it works!
Thank you!
-
You're welcome.