Avast pro 4.8.1335 hangs at 29% of scan

[rogeracorn]

I bought and installed Avast in February,  did a full scan no problem.
But since march when I try to do a full scan, Avast hangs at about 29%
I tried deleting a file and Avast still hangs at that % (not on the file).

I also can NOT access the support.avast.com site. (not in IE6 nor Firefox)

I looked in the logs and see this Warning message repeated endlessly
Function setifaceUpdatyePackages() has failed. Return code is 0x2000001D, dwRes is 2000001D.

I also see this Error
SYSTEM 1716  AAVM - Scanning error: x_AavmCheckFileDirectEx: avfilesScanReal of http://download.microsoft.com/download/e/e/9/ee9d0116-c9fe-4fc2-b59c-406cbfb6d515/xpsp3_5512    It just goes on forever

I am running win XP pro sp3 
I can run hijack to send a log file.
help

[scythe944]

I also can NOT access the support.avast.com site. (not in IE6 nor Firefox)

Sounds like a host file problem.  Have you run a malware bytes scan or a superantispyware scan?

In avast, I'd try a boot time scan.

[rogeracorn]

the hosts file is fine (empty except for Adobe activate sites)

I ran Malwarebytes and it says "all clear" when using the quick scan.  But it ALSO hangs
when doing a full scan. (On any drive [C:, D:, F:,G:,H:])

something else is wrong.  I also ran the Norton uninstall program.

[scythe944]

The code 0x2000001D means that the license code is not valid.  I'd check your system date / time and or request another key on avast's registration page.

As for the scan not completing, I know there's a way to enable a log so that you can see where the scan is failing, but I can't find it.

You'll have to wait until someone else fills us in.

[rogeracorn]

I still have not gotten any reply from Avast support.  Is that typical?

[Mr.Agent]

I think you should contact the support by email or maybe pm a ALWIL Team Member

[Lisandro]

How exactly does it freeze? Does it happen always approximately at the same place/folder of the scan?
Do you see a hard disk activity (when it freezes)? Is only the program frozen, or the whole computer (possibly with mouse cursor)?

You can go to the program settings and turn on the creation of the report file (with "OK files" to be included as well in the report). This way, you can find out where the scan really stopped (it's going to be close to the end of the report).

After avast! disappears, check the end of the report file - the "troublesome" file is likely to be close to the end (close in the sense that this particular file will probably not be written in the report, but the previous one will be the last line, so it shouldn't be hard to guess). They would certainly like to have this file - if it really causes problems to avast! - so that they could fix the problem.

The report file created (if you turned it on in program settings) will be (default location) at <avast4>\Data\Report\Simple User Interface.txt

Also, let's say clearly: if during an avast! scan,
1. avast! freezes or crashes, it's probably avast! problem.
2. The computer freezes or restarts, it could be e.g. a conflict with some other program, or a hardware problem.
3. The computer powers down - it's probably a hardware problem (e.g. overheating). The scan generates a lot of hard disk activity (and is also CPU intensive), which may increase the temperature of your hardware. I suggest to check the coolers in the case.
4. If you get a blue screen, it could have a bug in avast! drivers (but then, there is not a power down).

[rogeracorn]

Finally, a useful response, thank you.

1. Only Avast freezes.  It seems to hang at about 29%.  It did the same thing on C:
and then when I tried scanning another drive (F: ), Avast did the same thing.

I cannot click on the topmost right-hand "X" to kill Avast.
I go into Mask Manager and it shows Avast as "Not responding"
I kill it.  Then I see about 60% CPU usage.
Then Avast closes.

I can repeat this over and over and get the exact same result.

2. I will now test as you suggest.
HANG.
A. Task Manager shows the Avast app as running, but CPU is 1%
B. No HD activity
C. everything else seems to work fine.

I paste in here the start and end of the report.
*
* avast! Report
* This file is generated automatically
*
* Task 'Simple user interface' used
* Started on Tuesday, May 05, 2009 3:31:00 PM
* VPS: 090505-0, 05/05/2009
*

PID 0

• is OK

PID 4

• is OK

C:\WINDOWS\system32\smss.exe

• is OK

C:\WINDOWS\system32\csrss.exe

• is OK

C:\WINDOWS\system32\winlogon.exe

• is OK

C:\WINDOWS\system32\services.exe

• is OK

C:\WINDOWS\system32\lsass.exe

• is OK

C:\WINDOWS\system32\svchost.exe

• is OK

C:\WINDOWS\system32\svchost.exe

• is OK

C:\WINDOWS\system32\svchost.exe

• is OK

C:\WINDOWS\system32\svchost.exe

• is OK

C:\WINDOWS\system32\svchost.exe

• is OK

C:\WINDOWS\system32\ZoneLabs\vsmon.exe

• is OK

C:\WINDOWS\explorer.exe

• is OK

C:\Program Files\Alwil Software\Avast4\aswUpdSv.exe

• is OK

C:\Program Files\Alwil Software\Avast4\ashServ.exe

• is OK

C:\WINDOWS\system32\spoolsv.exe

• is OK

C:\WINDOWS\system32\cisvc.exe

• is OK

C:\Program Files\Common Files\LightScribe\LSSrvc.exe

• is OK

C:\WINDOWS\system32\nvsvc32.exe

• is OK

C:\Program Files\PDF Complete\pdfsvc.exe

• is OK

C:\WINDOWS\system32\IoctlSvc.exe

• is OK

C:\WINDOWS\system32\svchost.exe

• is OK

C:\WINDOWS\system32\wdfmgr.exe

• is OK

C:\Program Files\Alwil Software\Avast4\ashMaiSv.exe

• is OK

C:\Program Files\Alwil Software\Avast4\ashWebSv.exe

• is OK

C:\WINDOWS\system32\alg.exe

• is OK

C:\WINDOWS\system32\wscntfy.exe

• is OK

C:\WINDOWS\RTHDCPL.exe

• is OK

-------many lines snipped out -----------
C:\SWSetup\NVIDIA-162.52\nvcpltrk.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdsp.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspARA.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspCHS.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspCHT.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspCSY.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspDAN.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspDEU.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspELL.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspENG.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspESN.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspFIN.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspFRA.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspHEB.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspHUN.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspITA.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspJPN.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspKOR.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspNLD.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspNOR.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspPLK.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspPTB.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspPTG.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspRUS.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspSKY.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspSLV.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspSVE.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspTHA.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvdspTRK.chm

• is OK

C:\SWSetup\NVIDIA-162.52\NVHW.INF

• is OK

C:\SWSetup\NVIDIA-162.52\nvmob.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobARA.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobCHS.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobCHT.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobCSY.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobDAN.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobDEU.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobELL.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobENG.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobESN.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobFIN.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobFRA.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobHEB.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobHUN.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobITA.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobJPN.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobKOR.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobNLD.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobNOR.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobPLK.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobPTB.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobPTG.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobRUS.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobSKY.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobSLV.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobSVE.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobTHA.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvmobTRK.chm

• is OK

C:\SWSetup\NVIDIA-162.52\nvudisp.exe

• is OK

C:\SWSetup\NVIDIA-162.52\setup.exe

• is OK

C:\SWSetup\PDFComplete\pdfc_se_35031_rc4.exe

• is OK

C:\SWSetup\SetPoint\CDDRV\CDDRV_Installer.exe

• is OK

C:\SWSetup\SetPoint\khal\khal.msi

• is OK

C:\SWSetup\SetPoint\setup.exe

• is OK

C:\System Volume Information\MountPointManagerRemoteDatabase

• is OK

---------EOF---------------

Odd thing #1  I can move the Avast interface around on the screen (using the mouse).
Odd thing #2  the scan ended at 30%  It says the file is C:SWSetup\sw ver
   but that is a dir not a file.

Thank you for whatever help you can suggest.

[Lisandro]

I need some help from Igor... or other programmer...

[igor]

http://forum.avast.com/index.php?topic=38353.msg321609#msg321609

[rogeracorn]

OK, I found the  issue.

System Volume Information directory causes a hang.

I excluded the "System Volume Information" directory on C: Drive.
Then Avast hung when it got to the "System Volume Information" directory on D:

I'll exclude the "System Volume Information" dir for each drive and that should solve the problem.
Side note.  "System Volume Information" is a WindowsXP dir used for System recover.
Why do you suggest it has to do with Zone Alarm?

[igor]

Because it's not a System Volume Information folder itself - but one particular file that ZoneAlarm has in that folder. Whenever a process tries to open that file, the system call (responsible for opening the file) never returns - i.e. the process freezes.

[Lisandro]

If you use ZA firewall and avast you should exclude the scanning of the tracking.log which we believe is the cause of the avast hanging up.

For the Standard Shield provider (on-access scanning):
Left click the 'a' blue icon, click on the provider icon at left and then Customize.
Go to Advanced tab and click on Add button. Write there:
?:\System Volume Information\tracking.log

For the other providers (on-demand scanning such as the screen-saver or the Simple User Interface):
Right click the 'a' blue icon, click Program Settings.
Go to Exclusions tab and click on Add button. Write there:
?:\System Volume Information\tracking.log

The System Volume Information folder belongs to Windows System Restore.