Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: slybo on March 07, 2012, 08:22:13 PM
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I just did a clean install of 7.0.1426 on two computers that had 7.0.1407 (pro). Windows 7. I had no problems with making a Avast Account but this time they show connected in the program but when I go to the web site no devices are shown. Is this just from server overload? Just wanted to know if anyone else is seeing this or just me? 7.0.1426 is working great on both computer except for the devices showing up in the web account. thanks slybo
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yes having the same problem with 5 systems upgraded from version 7.0.1414 (clean install i.e de installation and re installation) over 6 hours ago (3 x Win7 and 2 x XP SP3). After many hours and although Avast GUI all says they are connected I have no updates in the my.avast.com account
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Thanks gillest, I think I will check out the scans and come back after and see if this gets resolved. Not going to worry if someone else is seeing this also. thanks slybo
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You see them not updated, or there are no computers listed at all?
If the latter, were you using any of the v7 betas (and tried to connect them to the same account)?
Thanks
Vlk
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You see them not updated, or there are no computers listed at all?
If the latter, were you using any of the v7 betas (and tried to connect them to the same account)?
Thanks
Vlk
yes, in my case upgraded from 1414 (wich was showing in my.avast.com) to 1426 (deinstal/reinstall). I only have 1 account and 5 systems show all connected on the GUI. I would have expected as a minimum, if no longer recognized, that they would have showed as "New Device" on the device list?
If you think it would help I could pm you my my.avast.com account email address?
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When I first installed 7.0.1407 it would not update the information at myavastcom and so I disconnected in the program and reconnect to get it to work and landed up with double entry for each computer. I had to delete the extra device from myavastcom and then everything was good. This time with clean install of 7.0.1426 when I log on it showed the devices but they had the wrong defs listed. So I deleted them from the online account and the UI of avast thinking this might have been the previous install and then reconnected in the UI thinking it would put them back on the myavastcom site. So now they are showing connect in the UI of avast but no devices show up in myavastcom. I might have caused some of this and just need to wait for the system to catch up but thought since it was showing connected in the UI of avast it should show up at myavastcom within a few minutes. Hope this is more of what you need to know. thanks slybo
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Same here, the devices were there in my account but not communicating. I deleted both of them figuring a reconnection would start me off fresh again. I connected through the GUI on both machines and neither one will show up at all on the account page.
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I have the same problem.
Not since update from .1414 to .1426 but since the last 2 or 3 weeks from the first version 7 beta on through all versions up to .1426 :'( :'( :'(
I never saw any device on my.avast.com, only the default page!
See post: http://forum.avast.com/index.php?topic=94922.0
You see them not updated, or there are no computers listed at all?
If the latter, were you using any of the v7 betas (and tried to connect them to the same account)?
Thanks
Vlk
@Vlk
Yes I had all through the betas the same account and also connected with version .1426 to that account!
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They were working and showing for me with the betas and with 1407. Sometimes they would stop communicating so I deleted them and reconnected through the GUI and they would show back up and work. Now, with 1426, they don't show at all.
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............... Now, with 1426, they don't show at all.
Same over here but they also never showed before all through the beta test and there was and is no way to convince my computer to show up on the "Device" page.
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Just tried going into avast>settings>account and disconnecting and closing program, then going back and connecting, then checking myavastcom and no devices is all I see. It is still not working. This is what worked before with 7.0.1407 but is not working with 7.0.1426. Just wanted to give an update. slybo
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looked in my.avast. account this morning and out of the 5 systems not being updated there is 1 (XP SP3) that was updated 9 hours ago finally. This is a laptop that I have, that is always on. and where I have set the update rate to 15 mins (same with other systems not reporting). Although it updated to the latest virus db this morning it is still showing yesterday`s virus def since the web site says it communicated last 9 hours ago...
Is anyone from Avast looking into this issue with the my.avast.com account?
Maybe these accounts need to be closed and reopened? How do you close a my.avast.com account?
Thanks
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Is anyone from Avast looking into this issue with the my.avast.com account?
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Since I have an open ticket with this matter I want to share the last reply to me from avast! support:
"Hello,
There are still some "bugs" in My avast! account. It's not working properly at this time.
Our team have been working on these problems.
We sincerely apologize for the inconvenience."
I hope this gives a little bit of an answer to the open questions.
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Hi!
I am trying to reproduce the problem here in our avast! QA lab, but without success. Would it be OK for some of you to help us a bit with debugging?
We need to figure out, whether your avast! tries to connect to the my.avast account or not. This can be nicely done using e.g. Wireshark (http://www.wireshark.org/download.html). I don't know if you are familiar with this tool or not, so I will rather describe the process in a few steps:
1) Install and run the Wireshark
2) On the main screen, in the "Capture" section, click on the network interface, which you use to connect to the Internet
3) This starts the capturing of all packets, we need just those ones related to the my.account
4) In the "Filter:" field, write this expression: http.host == vl.ff.avast.com
5) In the avast! GUI settings, the "Account" section, set the "Update frequency:" to 1 minute (just for the debugging purposes)
6) Go back to the Wireshark. You should see there a new http request to "http://vl.ff.avast.com/F/some_stuff" every minute
If you do not see any requests, please open your browser and type in the address bar the http://vl.ff.avast.com/ address. That should also generate a visible record in the Wireshark.
Now, if your browser generates the requests, but avast! does not, then we will have to look more into the program itself.
Please let me know how did it go. Hopefully, we will figure out, what the root cause of the problem is.
Thanks!
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Is this wireshark a program that install and can then be uninstalled from the control panel like most programs? Will I need to know anything about files it may leave so I can delete all of it? I may have time in the next few days, how long would all this take?
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Petr,
getting this error when I start Wireshark:
Invalid capture filter: "http.host == vl.ff.avast.com"!
That string looks like a valid display filter; however, it isn't a valid
capture filter (syntax error).
Note that display filters and capture filters don't have the same syntax,
so you can't use most display filter expressions as capture filters.
See the User's Guide for a description of the capture filter syntax.
please advise. Also note that Wireshark version downloaded is 1.6.5
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I can see by your post gillest that this is a little over my head, I will watch the thread and if it gets sorted out and something I can easily do and my help is needed I will try. Looks like you know enough to do this. Thanks slybo
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Just disconnected from the account and reconnected through the GUI. No devices showing. I also am daunted by the wireshark thing.
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(http://i184.photobucket.com/albums/x72/CareyCrew/th_60313e0a.png) (http://i184.photobucket.com/albums/x72/CareyCrew/60313e0a.png)
Connect to account, update frequency 1 minute, no devices shown.
Tried from 2 machines several times today, tried with a new email and could not get any device to show.
Having read this thread and downloaded Wireshark I tried to connect and there was a" new device14 " shown and the account stated the last connection was "4 hours ago so the system appears to connect correctly but the account page is failing to display the information. Disconnect again and then reconnect and no device is shown , waited 15 minutes still no devices shown.
Wireshark is polling connections to avast.
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see attachment for capture results, Under info the 3 x GET are when I just clicked on the url in your post
Hope this helps
Gillest
BTW My account still does not update.
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Here is my result:
--- Update frequency was 1 minute
--- Recording time about 30 minutes
--- at start of recording I triggered the browser with mentioned link (first 4 entries)
--- in the middle of recording time I disconnected from account and reconnected again
--- at end of recording i refreshed the browser window (last 3 entries)
Please take into account that my system never showed up on the "Device" page in "my.avast.com" all through the betas, RC's and releases.
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Thank you all for those reports!
That is exactly what we needed to know.
jrace, your situation is a bit different from others. The log really shows, that your avast! does not connect to the my.avast servers at all.
gillest and AdrianH, your avast! clients do connect properly. With this knowledge in mind, we are looking into my.avast servers right now.
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jrace, your situation is a bit different from others. The log really shows, that your avast! does not connect to the my.avast servers at all.
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@petr.chytil:
I hope that does not mean that nobody cares about me anymore.
Am I the black sheep now? :'( :'( :'(
Edit: would you please inform the support people about the situation --- Support ticket: RJU-421363
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gillest and AdrianH: Is it any better now?
jrace: No. It just means that your problem is different than the one of the two other guys (same symptoms, difference cause). Does the Cloud Services page show you "Connection established"? Do you use a 3rd party firewall that may be blocking the communication?
Thanks
Vlk
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WOW! THAT WAS FAST!!
IT IS UPDATING AGAIN. 8)
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My account is now working. I am showing the two computers I have connected to avast in the avast UI showing up in myavastcom. All is good now. Thanks slybo
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.......
jrace: No. It just means that your problem is different than the one of the two other guys (same symptoms, difference cause). Does the Cloud Services page show you "Connection established"? Do you use a 3rd party firewall that may be blocking the communication?
Thanks
Vlk
Thanks for the consolation Vlk.
--- Cloud service was and is connected and working perfect since beta phase, last update about 1,5 hours ago.
--- Nothing but the Windows 7 default firewall, up to now untouched and running.
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Can you please send me the file C:\ProgramData\AVAST Software\avast5.ini?
Thanks
Vlk
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This Win 7 machine is now showing. I'll have to boot up the XP one now and see what happens.
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previously my acc is not updating too. just disconnected and reconnect again - it is working now. thx ;)
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gillest and AdrianH: Is it any better now?
jrace: No. It just means that your problem is different than the one of the two other guys (same symptoms, difference cause). Does the Cloud Services page show you "Connection established"? Do you use a 3rd party firewall that may be blocking the communication?
Thanks
Vlk
Looks good here now, boot another machine and it is picked up straight away, the system is clearly updating every minute. Will watch for any issues today.
Well that is not right. Having edited the machine details in "My Account" I disconnected my 32Bit Dell machine ( my only 32Bit system) from the account via the GUI. 10 minutes later I reconnected, looking again now at the "My Account" page I now have 2 devices which I named and a "new device21" which is actually my 32bBit Dell machine. The named 32Bit device is no longer being updated, the new device is. So every time a machine is shut down or disconnected, upon reboot it is no longer recognised at the account page and a new device is listed, this makes the editing/naming process useless.
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Can you please send me the file C:\ProgramData\AVAST Software\avast5.ini?
Thanks
Vlk
@Vlk:
Thanks for your answer.
Here you have my "avast5.ini". Sorry I had to rename it to "avast5.ini.txt" to attach it. The extension ".ini" was not allowed.
Edit: attachment removed, 23.03.2012, 23:38
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gillest and AdrianH: Is it any better now?
jrace: No. It just means that your problem is different than the one of the two other guys (same symptoms, difference cause). Does the Cloud Services page show you "Connection established"? Do you use a 3rd party firewall that may be blocking the communication?
Thanks
Vlk
Looks good here now, boot another machine and it is picked up straight away, the system is clearly updating every minute. Will watch for any issues today.
Well that is not right. Having edited the machine details in "My Account" I disconnected my 32Bit Dell machine ( my only 32Bit system) from the account via the GUI. 10 minutes later I reconnected, looking again now at the "My Account" page I now have 2 devices which I named and a "new device21" which is actually my 32bBit Dell machine. The named 32Bit device is no longer being updated, the new device is. So every time a machine is shut down or disconnected, upon reboot it is no longer recognised at the account page and a new device is listed, this makes the editing/naming process useless.
No it's not useless, you just can't disconnect a device once it has been detected and have it recognized as the same one when you reconnect. I agree that it shouldn't happen that way but it has since the account feature started. A workaround for now is simply to not disconnect.
PROBLEM:--- I can't connect to the account page now. It hangs up and eventually says that either my name or password are incorrect.
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No it's not useless, you just can't disconnect a device once it has been detected and have it recognized as the same one when you reconnect. I agree that it shouldn't happen that way but it has since the account feature started. A workaround for now is simply to not disconnect.
PROBLEM:--- I can't connect to the account page now. It hangs up and eventually says that either my name or password are incorrect.
I am new to this thread, but the above quote gives me pause. What do you mean by you can't just disconnect a device once it has been detected and have it recognized as the same one when you reconnect? As I use a laptop and have no desktop, does this apply to that kind of setup.
(Sorry if I misunderstand the topic here OR if this is the wrong place to post.)
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Simple, if you register your device at my.avast.com and then disconnect it via the GUI upon reconnecting that device is no longer recognised and you will see a new "device #(any number) listed, the previously edited/named device is still there but will fail to update.
You will need to delete that device and rename the new numbered device. The data remains the same it's just a PITA having to go through this.
As the system is so badly flawed I am just disconnecting my machines.
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No it's not useless, you just can't disconnect a device once it has been detected and have it recognized as the same one when you reconnect. I agree that it shouldn't happen that way but it has since the account feature started. A workaround for now is simply to not disconnect.
PROBLEM:--- I can't connect to the account page now. It hangs up and eventually says that either my name or password are incorrect.
I am new to this thread, but the above quote gives me pause. What do you mean by you can't just disconnect a device once it has been detected and have it recognized as the same one when you reconnect? As I use a laptop and have no desktop, does this apply to that kind of setup.
(Sorry if I misunderstand the topic here OR if this is the wrong place to post.)
It doesn't mean to disconnect from the internet. It means to disconnect from the avast! account from within the settings menu of your version of avast!. If you do that and then reconnect from the GUI, your machine will be recognized as a completely new device and the original listing will no longer update on the account web page.
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Can you please send me the file C:\ProgramData\AVAST Software\avast5.ini?
Thanks
Vlk
@Vlk:
Thanks for your answer.
Here you have my "avast5.ini". Sorry I had to rename it to "avast5.ini.txt" to attach it. The extension ".ini" was not allowed.
@Vlk
Any news on that mentioned proplem?
The situation with my account is still unchanged.
Thanks!
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same problem
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same problem
Hi "tkt",
I guess the best thing is to file a "support ticket" via the e-mail support of avast!
There seems to be nobody caring anymore about this problem. I also have a "support ticket: RJU-421363" but don't be too enthusiastic, I didn't hear anything about mine since the last 14 days.
Good luck!
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Petr,
getting this error when I start Wireshark:
Invalid capture filter: "http.host == vl.ff.avast.com"!
That string looks like a valid display filter; however, it isn't a valid
capture filter (syntax error).
Note that display filters and capture filters don't have the same syntax,
so you can't use most display filter expressions as capture filters.
See the User's Guide for a description of the capture filter syntax.
please advise. Also note that Wireshark version downloaded is 1.6.5
how you solve 'Invalid capture filter' problem of Wireshark
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how you solve 'Invalid capture filter' problem of Wireshark
As shown in the attached screen cap, the capture filter should be empty and the display filter should contain http.host == vl.ff.avast.com
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no, my avast not try to connect my.avast.com (Wireshark). but cloud connection are extablished
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no, my avast not try to connect my.avast.com (Wireshark). but cloud connection are extablished
Are you also on Win7/32 or what is your system?
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Yes, Windows 7 32 bit
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Yes, Windows 7 32 bit
So it seems to be a bit more than a accidental coincidence with our systems, but you never know if it is typical and if somebody cares at all!
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avast support center dose not reply you with this matter. if reply, what avast technician tell you about this????????
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avast support center dose not reply you with this matter. if reply, what avast technician tell you about this????????
The last reply (e-mail) on my "Support Case" I got was from 07.03.2012 saying:
"Hello,
There are still some "bugs" in My avast! account. It's not working properly at this time.
Our team have been working on these problems.
We sincerely apologize for the inconvenience."
2 more e-mails from my side to "Support", to get any news, have not been answered!
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It appears that this is still not resolved. I am still getting very inconsistent statuses of my devices, totally opposite to the actual situation.
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i give set the Update frequency to 1 minute but after 20 min Wireshark display 1 request
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Several more days and this is still not working. My regular work PC with Pro still showing 7.1407 and last communication about 3 weeks ago, when it is certainly used more than that. All is ok in avast UI - connection established, streaming updates enabled, account connected, etc. but the website still shows 'off'.
I tried to disconnect and re-connect. It is again showing ok in avast UI, but on my avast.com now the PC has disappeared from the list of devices.
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@sandeep108: did u try to do as requested at post #13?
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avast! informed me on my "Support Case" that they did a lot of improvement on the page "my.avast.com" and asked me about the situation now.
My situation is unchanged.
So seemingly they could not yet figure out why some systems just don't send the required information to update or even build the "Devices" page!
That means, we most likely have to wait for further investigations.
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The page has been improved quite a bit. Have you tried disconnecting from the account through the settings menu and then reconnecting through the GUI lately? Doing that should force a new detection of the machine and maybe the page will work.
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Yea, Dch48, that's what avast! service also requested.
I did that quite some times yesterday with with a refresh rate down to 1 minute, left the system sit there for more than an hour and now for the whole night.
It just does not work. :'(
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avast support closed my Ticket without solving this :'( :-[ >:( :-\
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Not working at all, even after disconnecting / reconnecting. In fact after doing this, the Pro PC does not even now show in devices. My avast simply does not work in any reliable manner at present. It has been several weeks now.
I have no inclination to try to jump through hoops to diagnose the issue when all else is just fine. Avast needs to sort this one out, hopefully in the next program update.
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Yesterday was the first day where I discovered my avast! account was showing some information under "Devices".
But why does it say even today :o:
Security Status: OFF
Last Update: Apr 21, 2012
Definition Version: 120421-1
Last Communication: 2 days ago
The program is current with 120424-0!
The update rate for my account is set to 15 minutes!
Edit: There also seems to be still some trouble with the website (my.avast.com) itself, you try 10 times and come through 1 time!
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I have noticed that sometimes the information is behind by as much as a couple of days. It seems to still be a work in progress.
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I have noticed that sometimes the information is behind by as much as a couple of days. It seems to still be a work in progress.
Yes, I beleave so too.
But you know the funny thing is: the XP-system of a friend of mine which I connected for test to my account is updated in allmost "real time" since some days while my W7-system still sits on "OFF" with the first and last connection 4 days ago.
The settings are the same on both systems.
That very carefully tells me there is a difference in behaviour between XP amd W7 in this respect.
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I actually am seeing the exact opposite with my XP machine being behind and the Win 7 one always current.
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.......That very carefully tells me there is a difference in behaviour between XP amd W7 in this respect.
hmm, so you might as well scratch my last sentence.
Thanks anyway for the information.