Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: tfe on June 01, 2012, 09:21:12 PM
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Since May 31 I can't update Avast virus database and program (not automatically, nor manually). The program reports that can not connect to the Avast servers. I have this problem on 3 computers. I can not access Avast main website www.avast.com, but can access forum.avast.com, support.avast.com
Ping and traceroute results don't show any problems.
Have scanned my computer with: Malwarebytes, Kaspersky Virus Removal Tool, Panda Active scan, Spybot S & D. No problems found.
Changed computer's IP address. No effect.
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I had this problem too because I had Ashampoo free firewall installed, as soon as I removed it and reinstalled Avast the problem went away.
Hope this helps.
Cat
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I didn't install anything. And this problem I have on 2 computers.
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I just discovered that I can't open avast.com or www.avast.com website. I can open only forum. I am in Spain.
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I can access www.avast.com trough proxy without any problems.
Does it mean that my IP address has been blocked by Avast?
Just restarted the modem and changed IP address, but it doesn't help. Still can't update virus database and cant access avast.com website.
As I wrote I am in Spain.
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Just tried to open Avast websites in safe mode. The same - they don't open, except forum.avast.com
Does anyone knows Avast's support email? I can't access Avast website to find it.
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Maybe this is interesting for you: http://forum.avast.com/index.php?topic=98853.msg789135#msg789135
DJBone
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DJBone, thank you for your reply.
AVAST Software a.s. is currently blocking access to port 80 (that effectively means websites and updates of avast! software) of its servers from following countries: Iran, Sudan, Cuba, Syria, North Korea and Burma/Myanmar. AVAST Software a.s. [and its subsidiaries/sister companies] must not provide any services in these countries because of policies and regulations that are applicable to AVAST Software a.s.
Blog and forum are available, because we hope they are information source/personal communication service and because of this they have exclusion from these regulations.
I am in Spain. I am not in Iran, Cuba, North Korea etc. Is Spain blocked as well? If yes, why there is no official information about it?
I am very tired, nervous and angry. 2 years ago I had a trojan and a backdoor installed in my PC but Avast didn't report any problems. Now I spent almost 24 hours trying to find out why I can not update Avast and why I can not access Avast website. I have scanned my computer with all possible antivirus software - Kaspersky, Malwarebytes, Panda, Spybot S&D. No problems found, but I still can not update Avast and I can not access Avast website.
So many problems with Avast. Some time ago it reported all websites as infected:
http://forum.avast.com/index.php?topic=75982.msg628477#msg628477
Then Avast reported that their own updates are infected:
http://forum.avast.com/index.php?topic=93599.msg745018#msg745018
I am tired stress and of lack of official information.
If it's a similar case and updates and Avast website doesn't work because Avast have blocked something, tomorrow I delete Avast and install another antivirus software.
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u are talking about things that are 1 or 2 months old..
guys,there is no boycott from avast...its a enforced law on all [well if not all then on many of them] AV companies..please try and understand :-*
Can u try re-installing your firewall and avast?
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What things are 1-2 months old?
I can't update Avast since May 31, not 1 or 2 months.
If Avast has blocked Spain, why there is no official information so that I can switch to another antivirus software?
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the 2 links u gave are 1-2 months old...more ever u dont have layered protection..
just a antivirus is not enough these days..u need 2 layers of security
no av is 100%
what happens when u try to update?? what error is shown?
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OK, we can discuss about it later, but for now I need to know why I can not update virus database and why I can not access www.avast.com
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the point is many AV's have stopped services in iran and other places..
there is law imposed on many av's and that law states to block AV traffic to some countries...unfortunately avast also has been in the list of AV's ...
yesterday i guess...i saw a post where somebody told that the block was removed...so be patient
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by that time try TOR:
https://www.torproject.org/
this is your answer: http://www.wilderssecurity.com/showthread.php?t=324815
TOR will prevent avast and its servers from knowing your location and hence it should work and u will be on a reliable and secure network :D
and here is thread:
http://forum.avast.com/index.php?topic=98734.msg787073#msg787073
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true_indian, thanks, I know about Tor, but it's not a solution.
I need to know the reason why I can not update Avast and why I can not access Avast website.
I am not using a free version of Avast. I paid for it, but now updates don't work. No official information, nothing. I can't use Antivirus which never updates.
If Avast has blocked some countries, including Spain, I need to know it. Then I install another antivirus software and forget about it.
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As per info given here: http://www.infosecisland.com/blogview/20404-Antivirus-Ban-for-Iran-A-Controversial-Penalty.html
i guess this shouldnt be happening at your location.
so i would suggest u a free malware check up and removal from our experts :
http://forum.avast.com/index.php?topic=53253.0
i will notify jeff [malware remover] now
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OK, we can discuss about it later, but for now I need to know why I can not update virus database and why I can not access www.avast.com
Please see:
Avast Total Support now available in Spanish language
http://forum.avast.com/index.php?topic=96773.0
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true indian, I already have scanned my computer with Malwarebytes, Kaspersky Virus removal Tool, Panda, Spybot SD. No problems found.
If you think that it's malware that can not be detected by any of these sowtware, how is it possible that this problem appeared on 2 computers at the same time? The same problem has 3rd computer which was off for several weeks. Last night I turned it on and tried to update Avast. The same problem - can't update.
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go ahead and follow in yokenny comment and contact support.its free...also u must attach the logs...There is something that logs reveal than just what scanners show...disable avast when doing scans from tools like OTL
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OK, I scanned computer with aswMBR.exe and OTL and submitted results to the support.
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Tfe.
I guess you speak, read, and write Spanish being in Spain and all. I help in the Spanish Forum and there have been a couple of members from Spain and Islas Canarias with the same problem. Would you check these threads and see if you find the solution in one of them:
http://forum.avast.com/index.php?topic=99059.0
http://forum.avast.com/index.php?topic=98990.0
http://forum.avast.com/index.php?topic=99018.0
Suerte.
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iroc9555, gracias.
I am from Islas Canarias too.
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I just reinstalled Windows on one of my computers. The same problem - can't access www.avast.com but can access forum.avast.com.
So, there is no malware involved in this problem.
I can't even to reinstall Avast because I can't access the website to download it.
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Tfe.
Choose your Avast! from one of these links:
http://files.avast.com/iavs5x/avast_free_antivirus_setup.exe
http://files.avast.com/iavs5x/avast_pro_antivirus_setup.exe
http://files.avast.com/iavs5x/avast_internet_security_setup.exe
I wonder if it is an ISP problem.
Also, did you try to download manual update from here ?
http://www.avast.com/download-update
http://www.avast.com/es-es/download-update
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iroc9555, thanks, but I can not access: files.avast.com nor www.avast.com to download something. I can access only forum.avast.com and support.avast.com.
One person in Spanish forum (from the same area where I live) reported the same problem. Later he/she updated the popic as "solved". He/she writes that registry cleaning helped to solve the problem. In my case even Windows reinstalling doesn't help. Something blocks port 80 for accessing Avast website and updating virus database. Don't know if it's Avast or ISP.
I have submitted a support ticket to Avast but still no reply.
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I have submitted a support ticket to Avast but still no reply.
Well, it's weekend. ;)
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Where are the logs? :)
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Common link with all three computers is router or dsl modem? Check your settings? You have a home network?
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Yes, common link with all 3 computers is DSL modem. I don't have a home network. What settings shoud I check?
There are other people in Spain who report the same problem:
http://forum.avast.com/index.php?topic=99018.15 (http://forum.avast.com/index.php?topic=99018.15)
I guess the problem is caused by Avast. I didn't change any settings in my computer and I didn't install anything. It's not possible that several people at the same time have misconfigured settings that blocks Avast website.
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@tfe
In the thread you referenced is a link to another thread that reports a solution. http://forum.avast.com/index.php?topic=98990.0 (http://forum.avast.com/index.php?topic=98990.0)
Evidently, the standard clean removal of Avast, including using AswClear uninstall utility in Windows Safe Mode and then reinstalling fixed their problem. I realize that you cannot connect to the servers to download the needed files. Do you have neighbors or friends that will retrieve the files for you and put them on removable media?
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Gopher John, as I wrote before, I have even reinstalled Windows and still can not access Avast website nor download Avast. It's 100% Avast's problem because I am not the only person in Spain who can not update virus DB and can't access Avast website. I don't see any reason for Telefonica (ISP) to block Avast's website.
I am waiting for an answer from Avast support. I will switch to another antivirus if they don't solve this problem. Of course, I can ask friends to download Avast but I have many other things to do. I can not spend days and weeks to investigate Avast problems.
Anyway, thanks for your message.
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Then Avast reported that their own updates are infected:
http://forum.avast.com/index.php?topic=93599.msg745018#msg745018
http://forum.avast.com/index.php?topic=93599.msg745237#msg745237
Just to make things clear...
It was an IP block. Avast! did NOT list their own site as infected. The site used an IP that was listed in the blacklist, thus giving URL: Mal.
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@tfe
When you do a ping www.avast.com from a command prompt, what is the result? You could try it from Windows Safe Mode, as Avast is not active then and couldn't interfere. Try the same with files.avast.com and report the results.
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Gopher John, I wrote before that ping and traceroute works without any problems.
I also tried to update/access Avast website in safe mode. It doesn't work either.
As I wrote before I have reinstalled Windows on 1 of my computers. Now it's without Avast software but I still can not access Avast website.
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Gopher John, I wrote before that ping and traceroute works without any problems.
I also tried to update/access Avast website in safe mode. It doesn't work either.
As I wrote before I have reinstalled Windows on 1 of my computers. Now it's without Avast software but I still can not access Avast website.
I realize that you said that ping and traceroute worked, but what were the IPs, delay and the routing? Would you please post them?
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C:\Users\usr3>ping avast.com
Haciendo ping a avast.com [74.86.245.123] con 32 bytes de datos:
Respuesta desde 74.86.245.123: bytes=32 tiempo=217ms TTL=52
Respuesta desde 74.86.245.123: bytes=32 tiempo=209ms TTL=52
Respuesta desde 74.86.245.123: bytes=32 tiempo=205ms TTL=52
Respuesta desde 74.86.245.123: bytes=32 tiempo=210ms TTL=52
Estadísticas de ping para 74.86.245.123:
Paquetes: enviados = 4, recibidos = 4, perdidos = 0
(0% perdidos),
Tiempos aproximados de ida y vuelta en milisegundos:
Mínimo = 205ms, Máximo = 217ms, Media = 210ms
C:\Users\usr3>tracert avast.com
Traza a la dirección avast.com [74.86.245.123]
sobre un máximo de 30 saltos:
1 2 ms 1 ms 1 ms 192.168.1.1
2 43 ms 41 ms 42 ms 112.Red-80-58-67.staticIP.rima-tde.net [80.58.67
.112]
3 * * * Tiempo de espera agotado para esta solicitud.
4 68 ms 67 ms 68 ms 221.Red-80-58-83.staticIP.rima-tde.net [80.58.83
.221]
5 72 ms 74 ms 71 ms Et5-0-0-0-grtmadad1.red.telefonica-wholesale.net
[84.16.11.37]
6 97 ms 135 ms 90 ms Xe5-1-6-0-grtpareq1.red.telefonica-wholesale.net
[84.16.13.2]
7 218 ms 256 ms 169 ms Xe7-1-1-0-grtwaseq3.red.telefonica-wholesale.net
[94.142.123.193]
8 173 ms 185 ms 169 ms Xe5-2-0-0-grtwaseq5.red.telefonica-wholesale.net
[84.16.14.217]
9 179 ms 177 ms 176 ms SOFTLAYER-AE-0-0-grtwaseq5.red.telefonica-wholes
ale.net [84.16.11.14]
10 169 ms 169 ms 170 ms ae7.bbr01.eq01.wdc02.networklayer.com [173.192.1
8.194]
11 190 ms 189 ms 189 ms ae0.bbr01.tl01.atl01.networklayer.com [173.192.1
8.153]
12 210 ms 216 ms 211 ms ae13.bbr02.eq01.dal03.networklayer.com [173.192.
18.134]
13 211 ms 210 ms 213 ms ae1.dar01.sr01.dal01.networklayer.com [173.192.1
8.255]
14 204 ms 205 ms 210 ms po1.fcr03.sr04.dal01.networklayer.com [66.228.11
8.186]
15 210 ms 209 ms 206 ms a722sl.avast.com [74.86.245.123]
Traza completa.
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What do you get for www.avast.com and files.avast.com, as those resolve to different IPs?
Since Spain isn't on the blocklist, perhaps there is an errant entry in your hosts file, or there is some DNS poisoning involved?
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I'm not sure if you use ping you can test this effectively as doesn't ping use a different port, e.g. not port 80 (which is what I believe is blocked). If this is a blocking function like the Iran blocking issue.
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www.avast.com = 46.4.66.67
files.avast.com = 46.165.196.140
I also tried to open: http://46.4.66.67 and http://46.165.196.140. Don't work either. So, I think there is no DNS issues involved.
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Edit: I also tried those IP addresses and got nothing also. Maybe using OpenDNS would solve the issue. I do not know.
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Tgell, "nothing" was a blank page or your browser was not able to open both URLs?
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They were a white blank page.
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Problem solved. Just changed the ADSL modem and everything works OK now.
But all this is very strange. How a modem can block some website? Why it blocked only Avast's website? Why other people have the same problem?
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Hostname: a352vg.avast.com
IP Address: 46.165.196.140
Hostname: a543he.avast.com
IP Address: 46.4.66.67
The IPs for you in Spain evidently are hosted in Germany. Below are the respective IPs resolved thru my ISP here in the USA. You may want to try them, but for me, I also get a blank page in Firefox when using the IPs. In Opera, I get an error page generated by Opera, not the web site. Same with your IPs. However, I can visit the named sites as they resolve thru the browsers, using the bookmarks that I've always used.
Hostname: www.avast.com
IP Address: 208.43.71.134
Hostname: files.avast.com
IP Address: 109.123.116.34
I thought that http://208.43.71.134:80 would display the site, but it didn't.
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Problem solved. Just changed the ADSL modem and everything works OK now.
But all this is very strange. How a modem can block some website? Why it blocked only Avast's website? Why other people have the same problem?
Does the modem have a router built into it? If it does, it's quite possible to block some sites using it. It could have been a bad update to the modem by your ISP that went awry.
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Yes, it has a router, but what was the reason to block Avast?
Can modems be infected with viruses?
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Yes, it has a router, but what was the reason to block Avast?
Can modems be infected with viruses?
I'm not sure about modems being infected. Surely, your ISP has the ability to administer the modem and router remotely. I'm on cable, and have a separate router that I purchased. I disabled remote administration in the router and set a password so that others in the house cannot modify its settings thru it's web interface. Of course, anyone that has physical access to the router can do a hardware reset to default which will blow away the password, etc.
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OK, thanks to all people who participated in this thread and helped to solve my problem.