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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: EAGLEWI on November 29, 2011, 04:21:56 AM

Title: Definitions and/or program, cannot update?
Post by: EAGLEWI on November 29, 2011, 04:21:56 AM
Hello,

Yesterday afternoon I received a popup message saying the last update attempt was unsuccessful.  I tried manually updating the definitions and the program.  Neither worked, and this symptom is still active.  The progess bar moves a very little bit then stops.

Program version: 6.0.1289
Definitions version: 111127-0
Subscription valid till: 5/8/2013

There do not appear to be any other issues.  Where would be a good place to start looking for the cause and cure?
Title: Re: Definitions and/or program, cannot update?
Post by: iYogisolutions1 on November 29, 2011, 04:54:01 AM
Hi,

   First make sure that your system date and time is correct. Then try again.
Title: Re: Definitions and/or program, cannot update?
Post by: DavidR on November 29, 2011, 12:55:00 PM
@ EAGLEWI
You say neither worked in the manual update attempts, what errors did you get ?

What is your Operating System and firewall ?
Title: Re: Definitions and/or program, cannot update?
Post by: ady4um on November 29, 2011, 04:46:11 PM
Reboot and let it update by itself, when Avast is ready. If there is no definitions update ATTEMPT after some time (it may take several minutes, so be patient), check Avast maintenance -> update and post the resulting error shown.
Title: Re: Definitions and/or program, cannot update?
Post by: sartorius on November 29, 2011, 08:40:03 PM
Hello,

I am having the same problem as EAGLEWI and would like to describe it in more details, but I can't figure out how to insert screen captures.  When I click on the icon "insert image", I only get the letters "img" (between brackets) in my text.  Could someone tell me how to download the screen captures and put it where I want in my text?

Thank you!
Title: Re: Definitions and/or program, cannot update?
Post by: ady4um on November 29, 2011, 08:44:07 PM
To the left of the "post - preview" buttons, you have "aditional options for attachments.
Title: Re: Definitions and/or program, cannot update?
Post by: EAGLEWI on December 01, 2011, 03:42:26 AM
Hi,    First make sure that your system date and time is correct. Then try again.

They are
Title: Re: Definitions and/or program, cannot update?
Post by: EAGLEWI on December 01, 2011, 03:46:11 AM
@ EAGLEWI
You say neither worked in the manual update attempts, what errors did you get ?
What is your Operating System and firewall ?

Error message is the red avast! popup message that says

"The last attept to update your virus definitions was unsuccessful. To ensure you are protected from the latest threats, try again to update your virus definitions now"
  
OS is Win 7, FW is what is in avast! and Win 7
Title: Re: Definitions and/or program, cannot update?
Post by: EAGLEWI on December 01, 2011, 03:47:22 AM
Reboot and let it update by itself, when Avast is ready. If there is no definitions update ATTEMPT after some time (it may take several minutes, so be patient), check Avast maintenance -> update and post the resulting error shown.

It's been over two days with several re-boots, waits, and manual attempts.  Not working yet
Title: Re: Definitions and/or program, cannot update?
Post by: iYogisolutions1 on December 01, 2011, 03:49:25 AM
Hi EAGLEWI
 
Please try this

avast! GUI -> Settings (top right corner)-> Troubleshooting-> Updates-> make the settings for both
1)Engine and virus definition
2)Program updates

Automatic update

For update parameters : My computer is always connected to internet

Proxy settings: Direct connection (no proxy).

Then please don't forget to click "ok" there

Try to update the program and reply back..
 
Hope this will work.

 
 
 
Title: Re: Definitions and/or program, cannot update?
Post by: ady4um on December 01, 2011, 04:06:50 AM
Reboot and let it update by itself, when Avast is ready. If there is no definitions update ATTEMPT after some time (it may take several minutes, so be patient), check Avast maintenance -> update and post the resulting error shown.

It's been over two days with several re-boots, waits, and manual attempts.  Not working yet

My intention was that you should reboot after the repair / reinstallation / manual update / complete VPS update.

That is, attempt to update, wait for a couple of minutes, review the info at avast main GUI -> maintenance -> update (it will tell you when the last update was attempted and what was the result), and the reboot.

Only after the reboot, you might get "real" info in the main GUI of Avast.

Please report back after following the suggestions given in several posts in this topic. If it doesn't work, there might be additional steps to try.

After you reboot, wait at least 10 minutes to review the update info, and don't force the updates (let it update when Avast can, in "automatic" mode).
Title: Re: Definitions and/or program, cannot update?
Post by: EAGLEWI on December 01, 2011, 04:47:07 AM
Hi EAGLEWI
Please try this
avast! GUI -> Settings (top right corner)-> Troubleshooting-> Updates-> make the settings for both
1)Engine and virus definition
2)Program updates
Automatic update
For update parameters : My computer is always connected to internet
Proxy settings: Direct connection (no proxy).
Then please don't forget to click "ok" there
Try to update the program and reply back..
Hope this will work.

Set per your suggestions.  No change. 
Title: Re: Definitions and/or program, cannot update?
Post by: EAGLEWI on December 01, 2011, 04:48:52 AM
Reboot and let it update by itself, when Avast is ready. If there is no definitions update ATTEMPT after some time (it may take several minutes, so be patient), check Avast maintenance -> update and post the resulting error shown.

It's been over two days with several re-boots, waits, and manual attempts.  Not working yet

My intention was that you should reboot after the repair / reinstallation / manual update / complete VPS update.
That is, attempt to update, wait for a couple of minutes, review the info at avast main GUI -> maintenance -> update (it will tell you when the last update was attempted and what was the result), and the reboot.
Only after the reboot, you might get "real" info in the main GUI of Avast.
Please report back after following the suggestions given in several posts in this topic. If it doesn't work, there might be additional steps to try.
After you reboot, wait at least 10 minutes to review the update info, and don't force the updates (let it update when Avast can, in "automatic" mode).

Rebooting now.  Will check in 10 or 15 minutes

And thanks to all for your continued assistance.  I appreciate it
Title: Re: Definitions and/or program, cannot update?
Post by: EAGLEWI on December 01, 2011, 05:18:59 AM
20+ minutes after reboot.  Auto update did not occur, manual update did not work.  Tested a WIN XP netbook with avast! that was installed on the same day as the deskyop system.  Not only has it been auto updating, but manual updating showed a new program version. Downloaded and installed just fine.

Is there a way to manually install the newer program in the hopes that will fix it? 
Title: Re: Definitions and/or program, cannot update?
Post by: iYogisolutions1 on December 01, 2011, 05:33:07 AM
Hi,

   If that is the case, then we need to reinstall avast! from scratch.

1. Download the latest version of avast! Uninstall Utility and save it.
       You can download it from http://files.avast.com/files/eng/aswclear.exe
2. Download the latest avast! version that you have purchased and save it.
3. Uninstall avast from Control Panel. Reboot after that.
4. Run the avast! Uninstall Utility saved on 1. Reboot after you run it.
5. Install avast! using the setup saved on 2. Boot.
6. Check the status and post back with the results.
Title: Re: Definitions and/or program, cannot update?
Post by: DavidR on December 01, 2011, 12:25:35 PM
<snip>
Error message is the red avast! popup message that says

"The last attept to update your virus definitions was unsuccessful. To ensure you are protected from the latest threats, try again to update your virus definitions now"
 
OS is Win 7, FW is what is in avast! and Win 7

OK, I take it then that you have the avast Internet Security version as you just gave 6.0.1028 as version ?
But reading the "Subscription valid till: 5/8/2013" in the first post, it has to be avast pro or AIS paid versions (as the free is a max 1 year registration period).

If you have AIS then that has a firewall (ensure that avast.setup has outbound permission), but the avast Pro doesn't, so would be using the win7 firewall (that has outbound protection disabled by defaul, so should imped the update)t.

In any case you should download the latest avast version (Pro or AIS) 6.0.1367 and do a clean install of that.

Direct download locations:
Pro AV:  - http://files.avast.com/iavs5x/setup_av_pro.exe (http://files.avast.com/iavs5x/setup_av_pro.exe)
AIS:     - http://files.avast.com/iavs5x/setup_ais.exe (http://files.avast.com/iavs5x/setup_ais.exe)
Title: Re: Definitions and/or program, cannot update?
Post by: EAGLEWI on December 02, 2011, 01:01:15 AM
Hi,
   If that is the case, then we need to reinstall avast! from scratch.
1. Download the latest version of avast! Uninstall Utility and save it.
       You can download it from http://files.avast.com/files/eng/aswclear.exe
2. Download the latest avast! version that you have purchased and save it.
3. Uninstall avast from Control Panel. Reboot after that.
4. Run the avast! Uninstall Utility saved on 1. Reboot after you run it.
5. Install avast! using the setup saved on 2. Boot.
6. Check the status and post back with the results.

I have followed this plan and avast! still does not update, either manually or automatically. 
I have turned off the Windows firewall. 
The symptoms are exactly as they were before, the update status bar moves perhaps a quarter inch then stops.

I am indeed running a paid version of AIS, now after the removal and re-install it is version 6.0.1367 with definition version 111128-1 dated 11/28/2011 8:02:42 AM

Next step?
Title: Re: Definitions and/or program, cannot update?
Post by: ady4um on December 02, 2011, 01:25:19 AM
Do you still have firewall rules? Check both firewalls, of AIS and of Windows (even if they are inactive, the rules are still present). Delete the firewall rules. Reboot and wait at least about 10 minutes after the reboot and review the update info in avast -> maintenance -> update -> last attempt and definitions date.

Please report back the results and the info in that tab after waiting those 10 minutes.
Title: Re: Definitions and/or program, cannot update?
Post by: Para-Noid on December 02, 2011, 03:24:46 AM
iyogi has the right idea except after you download the avast file and the uninstall utility reboot into "safe mode" this can be done by pressing F8 repeatedly. Then use the uninstall utility in safe mode.  :)

What other security software do have or ever had and how was it uninstalled?  ;D
Title: Re: Definitions and/or program, cannot update?
Post by: EAGLEWI on December 02, 2011, 04:31:15 AM
Do you still have firewall rules? Check both firewalls, of AIS and of Windows (even if they are inactive, the rules are still present). Delete the firewall rules. Reboot and wait at least about 10 minutes after the reboot and review the update info in avast -> maintenance -> update -> last attempt and definitions date.

Did as instructed, waited half an hour.  No change

Was a new computer this spring.  Never has had anything else installed except AIS

Will try safe mode method tomorrow.  Something is stopping this system from calling home
Title: Re: Definitions and/or program, cannot update?
Post by: ady4um on December 02, 2011, 05:38:25 AM
This was already requested from you in previous posts, but since you had re-installed several times...

Avast main GUI -> settings -> updates -> "direct connection (no proxy)".

Avast main GUI -> settings -> troubleshooting "load avast service only after other system services".

Avast main GUI -> web shield -> EXPERT settings -> "...well known browsers only".

Then please reboot so the all the new settings will take effect.

Are you able to use web browsers (if one is not working, try with IE)?

If you open Avast Main GUI -> summary, wait several seconds with that tab open; do you see avast offers? (This last one is only when your valid license of AIS is still NOT inserted / incorporated, so AIS is working in "trial" mode and it shows ads in the summary tab).
Title: Re: Definitions and/or program, cannot update?
Post by: JackNic on December 02, 2011, 11:01:23 PM
I've been having problems with manual (offline) updates since updating to Avast! Free 6.0.1367.

These are the error details:
Ver:5.0.1367
SI: 0x00000005
ST: 0x20000011
LE: 0x00000000
Title: Re: Definitions and/or program, cannot update?
Post by: EAGLEWI on December 03, 2011, 03:09:55 AM
I have followed all of the instructions here with the exception of rebooting into safe mode to run the avast removal program. I do not have a wired keyboard and my system will not recognize the F8 safe mode reboot with a wireless keyboard.

I have removed and reinstalled two times now with no luck. It still does not work properly

While looking at the C:\Program Files\AVAST Software\Avast\Setup\install log I noticed that the system is incapable of reaching the update server.

Here is the last section

19:58:16 min/gen  Started: 02.12.2011, 19:58:16
19:58:16 min/gen  Running setup_ais-557 (1367)
19:58:16 nrm/sys  Operating system: Windows 7 ver 6.1, build 7601, sp 1.0 [Service Pack 1] x64
19:58:16 nrm/sys  Memory: 22% load. Phys:4194303/4194303K free, Page:4194303/4194303K free, Virt:2045724/2097024K free
19:58:16 vrb/sys  Computer WinName: RAR-PC
19:58:16 min/sys  Windows Net User: SYSTEM
19:58:16 min/gen  Cmdline: /verysilent /noreboot  /stopstat "c:\temp\aswUpdSum.ini"  /session "1"  
19:58:16 vrb/gen  Operation set to INST_OP_STOP_STAT
19:58:16 min/gen  Old version: 557 (1367)
19:58:16 vrb/reg  Deleted registry: Software\AVAST Software\Avast\UpdateReady
19:58:16 nrm/sys  Error while creating folder: c:\temp\_asw_aisI.tm~a03716 (0x00000003)
19:58:16 nrm/sys  Using temp: c:\temp\_asw_aisI.tm~a03716 (837446M free)
19:58:16 nrm/pkg  Transferred: files 0, bytes 0, time 0 ms
19:58:16 nrm/pkg  Retries: total 0, files 0, servers 0
19:58:16 vrb/fil  NeedReboot=false
19:58:16 min/gen  Return code: 0x00000003 [The system cannot find the path specified.]
19:58:16 min/gen  Stopped: 02.12.2011, 19:58:16

Before I uninstalled this last time I looked at the log and all of the update attempt entries showed this exact same thing.

Since I bought and installed a three machine license, I looked at the log from a machine that is working correctly. Here is the least entry for that log

19:43:29 min/gen  Started: 02.12.2011, 19:43:29
19:43:29 min/gen  Running setup_ais-557 (1367)
19:43:29 nrm/sys  Operating system: WindowsXP ver 5.1, build 2600, sp 3.0 [Service Pack 3]
19:43:29 nrm/sys  Memory: 20% load. Phys:1657708/2088172K free, Page:3760324/4019496K free, Virt:2068864/2097024K free
19:43:29 vrb/sys  Computer WinName: ANN-HP-MINI
19:43:29 min/sys  Windows Net User: SYSTEM
19:43:29 min/gen  Cmdline: /checkupdate /verysilent
19:43:29 vrb/gen  DldSrc set to inet
19:43:29 vrb/gen  Operation set to INST_OP_CHECK_UPDATE
19:43:29 min/gen  Old version: 557 (1367)
19:43:29 vrb/reg  Deleted registry: Software\AVAST Software\Avast\UpdateReady
19:43:29 nrm/sys  Using temp: c:\TEMP\_asw_aisI.tm~a02372 (136443M free)
19:43:29 nrm/gen  SGW32AIS::CheckIfInstalled set m_bAlreadyInstalled to 1
19:43:29 nrm/int  SYNCER: Agent=Syncer/5.00 (ais-1367;p)
19:43:29 vrb/sys  Computer DnsName: Ann-HP-Mini
19:43:29 vrb/sys  Computer Ip Addr: 192.168.2.9
19:43:29 nrm/sys  Installed in: C:\Program Files\AVAST Software\Avast (136443M free)
19:43:29 vrb/gen  LoadState: Edition=3
19:43:29 nrm/int  SYNCER: Type: use IE settings
19:43:29 nrm/int  SYNCER: Auth: another authentication, use WinInet
19:43:29 vrb/pkg  Part prg_ais-557 is installed
19:43:29 vrb/pkg  Part vps_win32-11120201 is installed
19:43:29 vrb/pkg  Part setup_ais-557 is installed
19:43:29 vrb/pkg  Part jrog-a7 is installed
19:43:29 vrb/pkg  Part jrog2-392 is installed
19:43:29 min/gen  Old version: 557 (1367)
19:43:31 vrb/fil  SetExistingFilesBitmap: 955->449->444
19:43:31 min/gen  GUID: b310e53a-29ed-43b3-a02a-8f45499ecced
19:43:31 nrm/gen  Server definition(s) loaded for 'main': 255 (maintenance:0)
19:43:31 nrm/gen  SelectCurrent: selected server 'Download331 AVAST5 Server' from 'main'
19:43:31 nrm/int  SYNCER: Type: use IE settings
19:43:31 nrm/int  SYNCER: Auth: another authentication, use WinInet
19:43:32 nrm/int  Used server: http://download331.avast.com/iavs5x
19:43:32 min/fil  GetFileWithRetry: servers.def.vpx downloaded .
19:43:32 min/fil  servers.def.vpx not changed, 1322837715
19:43:32 nrm/gen  Server definition(s) loaded for 'main': 255 (maintenance:0)
19:43:32 nrm/gen  SelectCurrent: selected server 'Download725 AVAST5 Server' from 'main'
19:43:32 nrm/int  SYNCER: Type: use IE settings
19:43:32 nrm/int  SYNCER: Auth: another authentication, use WinInet
19:43:32 nrm/int  Used server: http://download725.avast.com/iavs5x
19:43:32 min/fil  GetFileWithRetry: prod-ais.vpx downloaded .
19:43:32 min/fil  prod-ais.vpx not changed, 1322856663
19:43:32 vrb/pkg  LoadPartInfo: jrog = jrog-a7 returned 00000000
19:43:32 vrb/pkg  LoadPartInfo: jrog2 = jrog2-392 returned 00000000
19:43:32 vrb/pkg  LoadPartInfo: program = prg_ais-557 returned 00000000
19:43:32 vrb/pkg  LoadPartInfo: setup = setup_ais-557 returned 00000000
19:43:32 vrb/pkg  LoadPartInfo: vps = vps_win32-11120201 returned 00000000
19:43:32 min/pkg  LoadProductVpu: C:\Program Files\AVAST Software\Avast\Setup\prod-ais.vpx ended with 00000000
19:43:32 vrb/reg  Set registry: Software\AVAST Software\Avast\DataFolder=C:\Documents and Settings\All Users\Application Data\AVAST Software\Avast
19:43:32 vrb/reg  Set registry: Software\AVAST Software\Avast\Version=6.0
19:43:32 vrb/reg  Set registry: Software\AVAST Software\Avast\VersionShort=6.0
19:43:32 vrb/reg  Set registry: Software\AVAST Software\Avast\SetupVersion=1367
19:43:32 vrb/reg  Set registry: Software\AVAST Software\Avast\ProgramFolder=C:\Program Files\AVAST Software\Avast
19:43:32 vrb/reg  Set registry: Software\AVAST Software\Avast\Product=ais
19:43:33 nrm/pkg  setup.ini: files 2, bytes 0, time 766 ms
19:43:33 nrm/pkg  Transferred: files 2, bytes 0, time 766 ms
19:43:33 nrm/pkg  Retries: total 0, files 0, servers 2
19:43:33 vrb/fil  NeedReboot=false
19:43:33 min/gen  Return code: 0x20000001 [Nothing done]
19:43:33 min/gen  Stopped: 02.12.2011, 19:43:33

Does this provide any clues at all?  

Again, I have made all of the changes everyone here has suggested, and it still does not work properly

And yes, I am able to use IE and Firefox with no problems
Title: Re: Definitions and/or program, cannot update?
Post by: Lisandro on December 03, 2011, 01:37:15 PM
I'm not used to x64 systems... but, did you change your default temp folder? c:\temp\ ?
Title: Re: Definitions and/or program, cannot update?
Post by: YoKenny on December 03, 2011, 02:52:49 PM
Quote
I do not have a wired keyboard and my system will not recognize the F8 safe mode reboot with a wireless keyboard.
I would recommend getting a wired keyboard.
Title: Re: Definitions and/or program, cannot update?
Post by: lukas.hasik on December 03, 2011, 04:05:54 PM
I've been having problems with manual (offline) updates since updating to Avast! Free 6.0.1367.

These are the error details:
Ver:5.0.1367
SI: 0x00000005
ST: 0x20000011
LE: 0x00000000
this one is tracked in other thread at the forum. The vpsupd.exe package have to be updated (and fixed). For now the vpsupd binary was removed from avasr website it will appear again when it's fixed. Sorry for inconvenience.
Title: Re: Definitions and/or program, cannot update?
Post by: Asyn on December 03, 2011, 04:55:31 PM
I've been having problems with manual (offline) updates since updating to Avast! Free 6.0.1367.

These are the error details:
Ver:5.0.1367
SI: 0x00000005
ST: 0x20000011
LE: 0x00000000
this one is tracked in other thread at the forum. The vpsupd.exe package have to be updated (and fixed). For now the vpsupd binary was removed from avasr website it will appear again when it's fixed. Sorry for inconvenience.

Thanks Lukas,
I was waiting for this info/confirmation. :)
Title: Re: Definitions and/or program, cannot update?
Post by: EAGLEWI on December 03, 2011, 08:09:06 PM
Here are a few more details

Looking in the system event logs showed these warnings

Name resolution for the name program.avast.com timed out after none of the configured DNS servers responded.

Name resolution for the name static.avast.com timed out after none of the configured DNS servers responded.

Name resolution for the name program.avast.com timed out after none of the configured DNS servers responded.

Name resolution for the name www.avast.com timed out after none of the configured DNS servers responded.

Name resolution for the name static2.avast.com timed out after none of the configured DNS servers responded.
Title: Re: Definitions and/or program, cannot update?
Post by: ady4um on December 03, 2011, 08:19:42 PM
I've been having problems with manual (offline) updates since updating to Avast! Free 6.0.1367.

These are the error details:
Ver:5.0.1367
SI: 0x00000005
ST: 0x20000011
LE: 0x00000000
this one is tracked in other thread at the forum. The vpsupd.exe package have to be updated (and fixed). For now the vpsupd binary was removed from avasr website it will appear again when it's fixed. Sorry for inconvenience.

Thanks Lukas,
I was waiting for this info/confirmation. :)

One important information is missing. For those already having update problems, or that already applied the "broken" VPS, how should they proceed until the new corrected VPS is fixed and published? Or, in other words, what would be the correct advice for them?

One more question. Was this problem (bug) part of the default VPS in the original avast 6.0.1367? Any additional advice for those having problems to update (besides the usual repair, firewall rules, reinstall and other well-known procedures)?