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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: JaceKiwi on March 27, 2011, 07:26:52 AM

Title: Can not enable webshield in Version 6.
Post by: JaceKiwi on March 27, 2011, 07:26:52 AM
I have gone into Avast - REal-time shields - Webshield and it says service stoped. I have already tried Summry  Fix Now. Any other ideas?

Thanks,
J.
Title: Re: Can not enable webshield in Version 6.
Post by: SafeSurf on March 27, 2011, 08:06:34 AM
Did this problem happen after an upgrade to a different version or just happen suddenly?  Can you correlate it to something else?

What version (6.xxx - be specific) and product of Avast are you using?  What is your OS?

Try an Avast Repair:
- Go to Control Panel > Add/Remove programs > Avast Antivirus.
- Scroll down and choose Repair function in the pop-up window.
- Reboot.

If this fails to fix your problems, please report back the answers to the above questions as well as the following:

What other security software do you currently have or did you have in the past on this machine including:
- Antivirus (AV)
- Firewall (FW)
- Trial versions of AV, FW and other security programs
- Other security software
- If they were in the past, how did you remove them (the vendor's uninstaller's tool or  another way)?

Thank you.



Title: Re: Can not enable webshield in Version 6.
Post by: JaceKiwi on March 27, 2011, 09:38:27 AM
What version (6.0.1000 - be specific) Free AV
XP Pro SP3

Try an Avast Repair:
- Go to Control Panel > Add/Remove programs > Avast Antivirus.
- Scroll down and choose Repair function in the pop-up window.
- Reboot. - Done

If this fails to fix your problems, please report back the answers to the above questions as well as the following:

What other security software do you currently have or did you have in the past on this machine including:
- Antivirus (AV) Avast 6
- Firewall (FW) PC Tools 7.0.0.111
- Trial versions of AV, FW and other security programs none
- Other security software Spybot

I did install Windows updte KB955759
Title: Re: Can not enable webshield in Version 6.
Post by: CraigB on March 27, 2011, 09:55:56 AM
I would get rid of spybot as its to outdated for the modern types of malware nowdays and then do a clean install with this version of avast http://files.avast.com/files/beta/6.0.1044/setup_av_free.exe as it fixed some compatability issues with some firewalls.
Title: Re: Can not enable webshield in Version 6.
Post by: SafeSurf on March 27, 2011, 10:02:44 AM
Agree with craigb on this.  SB especially if used with Teatimer has been known to cause conflicts with Avast.  MBAM (Malwarebytes) http://www.malwarebytes.org/ (http://www.malwarebytes.org/) is more up to date and is used by most of us here.

Uninstall Spybot S&D w/Teatimer: http://www.safer-networking.org/en/howto/uninstall.html (http://www.safer-networking.org/en/howto/uninstall.html).
- How to disable Spybot-S&D (temporarily).  http://www.safer-networking.org/en/howto/disable.html (http://www.safer-networking.org/en/howto/disable.html) .  Even though it says temporarily, the resident parts of SpyBot Search & Destroy must be enabled manually if disabled in this manner.  TeaTimer doesn't load into memory at all when disabled.  Reboot.

Here is the Avast Uninstaller Tool: http://files.avast.com/files/eng/aswclear6.exe (http://files.avast.com/files/eng/aswclear6.exe).  Reboot.

Let us know if you have any questions.  Thank you.
Title: Re: Can not enable webshield in Version 6.
Post by: doktornotor on March 27, 2011, 10:15:26 AM
+1. Wipe Spybot and do not touch it again.
Title: Re: Can not enable webshield in Version 6.
Post by: JaceKiwi on March 27, 2011, 10:07:00 PM
It looks like PC tools firewall has something like Spybot built in. So shall uninstall it.
When I've done software installs and Windows updates I disconnect from the internet and disable all three (Spybot, Firewall, AV). Then reboot after the install to re-enable everything.
Title: Re: Can not enable webshield in Version 6.
Post by: JaceKiwi on March 27, 2011, 10:56:37 PM
Uninstalled Spybot and Avast. Used cleaner and installed version specified and still get the same error:
"Avast! will not be able to protect mail/news (error 10091)."

Cheers,
J.
Title: Re: Can not enable webshield in Version 6.
Post by: doktornotor on March 27, 2011, 11:00:13 PM
Uninstalled Spybot and Avast. Used cleaner and installed version specified and still get the same error:
"Avast! will not be able to protect mail/news (error 10091)."

How is this related to webshield?  ??? ??? ???

For email, you must disable SSL/TLS encryption in your email client and leave the ports at normal (25,110,143)
Title: Re: Can not enable webshield in Version 6.
Post by: SafeSurf on March 28, 2011, 09:11:16 AM
It looks like PC tools firewall has something like Spybot built in.
This is not true.  PCT FW is just a FW only unless you installed a suite.

First, did you uninstall SB and TT with the uninstaller tools I posted previously, then reboot?

Second, when you uninstalled PCT FW, did you do it as the vendor suggested then reboot?  BTW, PCT leaves a LOT of remnants behind.  I highly suggest you go into Safe Mode > Advanced Search > type in PC Tools (and on other searches type: PCTools, Symantec, Norton) > anything that comes up on the right side of your screen if you are not sure if it is related to PCT you can right-click on the file for "Properties" to confirm.  If it is related to PCT, you can delete it and put it in the recycle bin and empty while in Safe Mode.  Since PCT is owned by Symantec/Norton, that is why you also need to search under these names as well, and they are known to leave remnants and a search or uninstalling this FW has shown to leave registry or drivers behind which may cause issues with other security software.  Did you reboot after uninstallation?  Turn on your Windows Firewall in XP for now so you have some kind of protection.  Eventually you will need a third-party 2-way FW like Avast IS; Online Armor (free or paid); Comodo (without AV); Outpost (free or paid) - these have not caused conflict with Avast.

Third, when you installed Avast, did you do so using the new Avast Uninstaller tool and uninstall ALL previous versions and products of Avast prior to re-installing?  This third step should be the LAST step after uninstalling all your other software and cleaning your machine.

Here are the steps for uninstalling Avast and doing a clean install (leave the Avast settings at default for now):

1. Save a copy of Avast and save it to your HDD:
http://www.avast.com/download-software (http://www.avast.com/download-software) – all versions
2. Download the Avast Uninstall Utility http://files.avast.com/files/eng/aswclear6.exe (http://files.avast.com/files/eng/aswclear6.exe) and save it to your HDD.
3. Disconnect from the Internet at this time.
4. Go to Control Panel and uninstall Avast through Add/Remove Programs if possible and reboot.
5. If Step 4 fails, boot into Safe Mode (http://Safe Mode) (hit F8 repeatedly) and run the Avast Uninstall Tool.  Uninstall ALL previous versions and products of Avast at this time.
6. Reboot.
7. Install the newest version of Avast and reboot.
8. Get Internet access and register your copy for Free:
    Free – http://www.avast.com/registration-free-antivirus.php (http://www.avast.com/registration-free-antivirus.php)
9. Update the Avast definitions.

Let us know how this works for you.  Thank you.

Title: Re: Can not enable webshield in Version 6.
Post by: Daris on March 28, 2011, 12:12:14 PM
I been running Spybot Off and on with Avast for awhile now anyways, maybe 4 or 5 years...I even had Spybot Portable on my USB for awhile and also Used PC tools Firewall with this combo and they worked Very well together..No they worked Awesome  together...
  I would do as suggested by the guys here though ON Searching for any previous Antivirus that could still have reminants left and or Firewalls...Also check if you have any old versions of Avast, and use the proper Uninstal tool for each from their websites...Also check your registry and delete any Old files, or versions....
   I didn't have any issues on my PC But just did a random searc for Avast.... even though I updated from the Avast Update button...But found some avast 5 folders there So did an Uninstall of all Avast and did a clean Install of Avast 6, and to my surprise my Web Shield wasn't working...To Make a long story short ...I did a Right Click on C drive ..Check Volume for errors ...after the check was done rebooted and all shields were working...Not saying that this will work in your case...just sharing my Opinion..
   Cheers and Safe Surfing!!!
 
Title: Re: Can not enable webshield in Version 6.
Post by: JaceKiwi on March 29, 2011, 01:10:47 AM
Uninstalled Spybot and Avast. Used cleaner and installed version specified and still get the same error:
"Avast! will not be able to protect mail/news (error 10091)."

How is this related to webshield?  ??? ??? ???

For email, you must disable SSL/TLS encryption in your email client and leave the ports at normal (25,110,143)

I have no idea - right-click - Open Avast! User Interface - REal-Time-Shields - Webshield - Protection status: SERVICE STOPPED!
Title: Re: Can not enable webshield in Version 6.
Post by: JaceKiwi on March 29, 2011, 01:23:00 AM
It looks like PC tools firewall has something like Spybot built in.
This is not true.  PCT FW is just a FW only unless you installed a suite.

First, did you uninstall SB and TT with the uninstaller tools I posted previously, then reboot?

Second, when you uninstalled PCT FW, did you do it as the vendor suggested then reboot?  BTW, PCT leaves a LOT of remnants behind.  I highly suggest you go into Safe Mode > Advanced Search > type in PC Tools (and on other searches type: PCTools, Symantec, Norton) > anything that comes up on the right side of your screen if you are not sure if it is related to PCT you can right-click on the file for "Properties" to confirm.  If it is related to PCT, you can delete it and put it in the recycle bin and empty while in Safe Mode.  Since PCT is owned by Symantec/Norton, that is why you also need to search under these names as well, and they are known to leave remnants and a search or uninstalling this FW has shown to leave registry or drivers behind which may cause issues with other security software.  Did you reboot after uninstallation?  Turn on your Windows Firewall in XP for now so you have some kind of protection.  Eventually you will need a third-party 2-way FW like Avast IS; Online Armor (free or paid); Comodo (without AV); Outpost (free or paid) - these have not caused conflict with Avast.

Third, when you installed Avast, did you do so using the new Avast Uninstaller tool and uninstall ALL previous versions and products of Avast prior to re-installing?  This third step should be the LAST step after uninstalling all your other software and cleaning your machine.

Here are the steps for uninstalling Avast and doing a clean install (leave the Avast settings at default for now):

1. Save a copy of Avast and save it to your HDD:
http://www.avast.com/download-software (http://www.avast.com/download-software) – all versions
2. Download the Avast Uninstall Utility http://files.avast.com/files/eng/aswclear6.exe (http://files.avast.com/files/eng/aswclear6.exe) and save it to your HDD.
3. Disconnect from the Internet at this time.
4. Go to Control Panel and uninstall Avast through Add/Remove Programs if possible and reboot.
5. If Step 4 fails, boot into Safe Mode (http://Safe Mode) (hit F8 repeatedly) and run the Avast Uninstall Tool.  Uninstall ALL previous versions and products of Avast at this time.
6. Reboot.
7. Install the newest version of Avast and reboot.
8. Get Internet access and register your copy for Free:
    Free – http://www.avast.com/registration-free-antivirus.php (http://www.avast.com/registration-free-antivirus.php)
9. Update the Avast definitions.

Let us know how this works for you.  Thank you.



So PC Tools isn't compatible with aVast either?
Title: Re: Can not enable webshield in Version 6.
Post by: JaceKiwi on March 29, 2011, 01:42:54 AM
Even with no firewalls installed (using MS one) I still get the same errors.
Title: Re: Can not enable webshield in Version 6.
Post by: Daris on March 29, 2011, 07:36:32 AM
PC Tools Firewall for me installed awesome with Avast and SpyShelter not even disabled....No Issues whatsoever...Not even on any ignore lists...They all work awesome...together!!
       Just thought I'd add that in case it would help any...
     Cheers!!! and safe surfing!!!
Title: Re: Can not enable webshield in Version 6.
Post by: doktornotor on March 29, 2011, 07:47:28 AM
Uninstalled Spybot and Avast. Used cleaner and installed version specified and still get the same error:
"Avast! will not be able to protect mail/news (error 10091)."
How is this related to webshield?  ??? ??? ???
For email, you must disable SSL/TLS encryption in your email client and leave the ports at normal (25,110,143)
I have no idea - right-click - Open Avast! User Interface - REal-Time-Shields - Webshield - Protection status: SERVICE STOPPED!

Once again - how is this related to webshield?  ??? ??? ??? (IOW, stick with the topic here).
Title: Re: Can not enable webshield in Version 6.
Post by: SafeSurf on March 29, 2011, 10:50:38 AM
So PC Tools isn't compatible with aVast either?
You posted on 3/27/11 that you were uninstalling PCT FW.  That being said, you continued to have problems.  I posted that after uninstalling PCT FW, it is known to leave many remnants behind and posted how to remove them because if remnants are left behind and you try to install another security software (AV, FW, or anything else), it can cause conflicts.

PCT FW is compatible, although some users in the past with an older version did report problems.  You have a different version so I cannot comment on it.  In addition, everyone's set up is different.

Questions:
1. You state now that you are using the Windows FW, however did you check your machine for remnants after uninstalling PCT FW?  Did you actually uninstall PCT FW or just "disable" it?  I need clarification.

2. Did you do an Avast uninstall and clean install per the instructions I posted?  If so, did you leave the settings at default?

3. Did you uninstall SB and TT per the instructions posted?

Next, I'd like you to to an MBAM scan to make sure we are not missing something:
Check your computer for malware with Malwarebytes’ Anti-Malware (MBAM).
·   Download free http://www.malwarebytes.org/ (http://www.malwarebytes.org/) (the blue button) for an on-demand scanner.
·   Double Click mbam-setup.exe to install the application.
·   After install, click update so you have latest database before scanning.
·   Under Settings:
o   General: Automatically Save File After Scan Completes is checked off
o   Scanner SettingsCheck all boxes
o   Updater: Download and install update if available is checked off
·   Once the program has loaded, select "Perform FULL Scan", then click Scan.
·   The scan may take some time to finish, so please be patient.
·   When the disinfection scan is complete, a log will appear in Notepad and you may be prompted to Restart. (See Extra Note).
·   Click the “remove selected” button to quarantine anything found.  You will find the infection details under the Quarantine tab.
·   The log is automatically saved by MBAM and can be viewed by clicking the Logs tab in MBAM.
·   Copy & Paste the entire report in your next reply.

Thank you.
Title: Re: Can not enable webshield in Version 6.
Post by: JaceKiwi on April 24, 2011, 01:41:43 AM
Questions:
1. I've re-installed PC Tools as it is better than MS and others posted there is no issue with it

2. Exactly as posted here and email directly from Avast

3. Yes

Next, I'd like you to to an MBAM scan to make sure we are not missing something:
Check your computer for malware with Malwarebytes’ Anti-Malware (MBAM).
·   Done.
·   Done
·   It won't update - says there's a firewall proxy error - there is no way to set these up in MBAM?
·   Under Settings:
o   Done
o   Done
o   Not visible
·   Once the program has loaded, select "Perform FULL Scan", then click Scan.
·   The scan may take some time to finish, so please be patient.
·   When the disinfection scan is complete, a log will appear in Notepad and you may be prompted to Restart. (See Extra Note).
·   Click the “remove selected” button to quarantine anything found.  You will find the infection details under the Quarantine tab.
·   The log is automatically saved by MBAM and can be viewed by clicking the Logs tab in MBAM.
·   Copy & Paste the entire report in your next reply.
Title: Re: Can not enable webshield in Version 6.
Post by: SafeSurf on April 24, 2011, 11:28:18 AM
Check your computer for malware with Malwarebytes’ Anti-Malware (MBAM).
·   It won't update - says there's a firewall proxy error - there is no way to set these up in MBAM?
MBAM needs to be updated prior to doing a scan every time.  Go into your firewall (FW) but under Advanced Settings.  Check for MBAB (Malwarebytes Antimalware) and see if there is a yellow or red dot or a question mark indicating that it is being blocked.  If so, right click it and "allow" it so that you now "trust" MBAM in your FW.  If you stay in the Advanced settings of your FW, leave it there, otherwise, change it back to the basic settings you had.

Now you should be able to update MBAM.  Open MBAM > click Update > then scan and follow the rest of my previous directions.

If this fails to work, check to see if you put a proxy on your FW that is preventing you from updating MBAM.  Can you surf on the Internet and update Avast without problems?

Let me know if you have any questions or problems.  Thank you.
Title: Re: Can not enable webshield in Version 6.
Post by: JaceKiwi on April 25, 2011, 12:00:04 AM
Shouldn't be using proxy - there is no way to set one in mbam. I disabled the firewall completely to see if mbam updated - still same error.
Now after running mbam i get: "avast will not be able to protect mail/news (error 10091).
Please check that the avast service (Avastsvc.exe) is not blocked by your personal firewall."

So it made things worse, not better!
Title: Re: Can not enable webshield in Version 6.
Post by: SafeSurf on April 25, 2011, 10:05:47 AM
Shouldn't be using proxy - there is no way to set one in mbam.
There is a way to set a proxy in MBAM.  If you do not use a proxy, please make sure it is not accidentally enabled in MBAM:

- Open the MBAM GUI > Settings > Update Settings > make sure the box for "Use proxy server to download updates" is unchecked.

Please check that the avast service (Avastsvc.exe) is not blocked by your personal firewall."
Even though you disabled your FW, it remains on your machine and the drivers and registries are still there.  Open up your FW and look to see if anything related to Avast is blocked (in red under Advanced settings), and if so enable it so that it is not blocked. 

There is something else going on here that needs further investigation.  What version and product of Avast are you using now?  Please give me the exact #.  The current version is 6.0.1091.  If you don't have this version on your machine, please do an Avast Repair:
- Go to Control Panel > Add/Remove programs > Avast Antivirus.
- Scroll down and choose Repair function in the pop-up window.
- Reboot.
- Then upgrade to v. 6.0.1091 and reboot again.
- Make sure your definitions are up to date and you are registered.

To investigate what is going on further, please follow the directions for obtaining the OTS logs (save them as ANSI and not Unicode).  Post the OTS log as an attachment (Additional Options > Attach > Post).  After you post your log, I will also have someone called Essexboy take a look at it as well.

Let me know if you have any questions.  Thank you.
Title: Re: Can not enable webshield in Version 6.
Post by: JaceKiwi on May 28, 2011, 09:49:59 AM
I've narrowed the problem down: I uninstalled Vodafone 9.4 and the problem went away. Re-installed it so I could use internet on 3G (Version 9.3 greys out some options) and the problem came back.
Title: Re: Can not enable webshield in Version 6.
Post by: SafeSurf on May 28, 2011, 10:29:51 AM
I've narrowed the problem down: I uninstalled Vodafone 9.4 and the problem went away. Re-installed it so I could use internet on 3G (Version 9.3 greys out some options) and the problem came back.
Now that you figured out the problem (Vodaphone being the issue), is there any way to put Vodophone on a different machine by any chance or use something different?  If not, I will have you submit a mini-dump file with Vodaphone while having the problem so that Avast can see the conflict and try and resolve the issue for the next release version if possible.
Title: Re: Can not enable webshield in Version 6.
Post by: JaceKiwi on June 01, 2011, 06:30:16 AM
Once Kinect get their act together I will dump vodafone. The webshield log is showing no errors. How do I get to the log you want?
Title: Re: Can not enable webshield in Version 6.
Post by: SafeSurf on June 01, 2011, 08:06:14 AM
Here is additional information on how to invoke a memory dump file:  http://support.avast.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=71 (http://support.avast.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=71).

Please, zip and upload the C:\Windows\Memory.dmp file to this anonymous ftp server and name it uniquely giving us the name of the file in this thread: ftp.avast.com/incoming (http://ftp.avast.com/incoming).  Avast will analyze it and respond back to you in this thread.

If you are having difficulty with dump file:

-   Using Internet Explorer, Connect to the link and drag the file into the Right pane and drop it, that starts the upload, you don't have read access to this folder, so you won't be able to see it once uploaded.
Or
-   Upload it using the Run command-line in Windows: Windows Key + R (to get the run box), copy and paste this:
Code:
explorer ftp://ftp.avast.com/incoming

     and drag the file into the window, from another explorer window.