Author Topic: One laptop is no longer updating it's my.avast.com definitions status  (Read 3651 times)

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Offline Gopher John

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I have 3 Android devices running AMS 5.0.17, and 3 Win 7 Pro SP1 laptops running AIS 2016.11.1.2253. On my.avast.com all but the Toshiba laptop are updating their VPS status, etc.  This Toshiba stopped doing so around February 18th, and a repair of the AIS installation did not fully correct the issue, updating the my.avast.com status only once on the first Windows restart after repair.  However, with the Toshiba on, the other laptops can see that it is online via my.avast.com so there is some communication.

All devices, of course, are linked to the same my.avast.com account.
AMD A6-5350M APU with Radeon HD Graphics, 8.0GB RAM, Win7 Pro SP1 64bit, IE11
i7-3610QM 2.3GHZ, 8.0GB Ram,  Nvidia GeForce GT 630M 2GB, Win7 Pro SP1 64bit, IE 11
Common to both: Avast Premium Security 19.7.2388, WinPatrol Plus, SpywareBlaster 5.5, Opera 12.18, Firefox 68.0.2, MBam Free, CCleaner

Offline miraDi

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Re: One laptop is no longer updating it's my.avast.com definitions status
« Reply #1 on: February 25, 2016, 11:15:32 AM »
Hello John,

 can you please create a support package on that machine and send me its ID or generated ticket ID? Instructions here: https://www.avast.com/faq.php?article=AVKB33#artTitle

Thank you,

miraDi

Offline Gopher John

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Re: One laptop is no longer updating it's my.avast.com definitions status
« Reply #2 on: February 25, 2016, 02:11:11 PM »
Support Package ID is 20160225_1305_3XRWL_779085273.zip.  Thank you for your reply.
AMD A6-5350M APU with Radeon HD Graphics, 8.0GB RAM, Win7 Pro SP1 64bit, IE11
i7-3610QM 2.3GHZ, 8.0GB Ram,  Nvidia GeForce GT 630M 2GB, Win7 Pro SP1 64bit, IE 11
Common to both: Avast Premium Security 19.7.2388, WinPatrol Plus, SpywareBlaster 5.5, Opera 12.18, Firefox 68.0.2, MBam Free, CCleaner

Offline Tonanet

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Re: One laptop is no longer updating it's my.avast.com definitions status
« Reply #3 on: February 25, 2016, 06:37:02 PM »
This is the same behavior that happens in some friendly devices...

If you restart, are the stats updated?

Thanks!

Offline Gopher John

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Re: One laptop is no longer updating it's my.avast.com definitions status
« Reply #4 on: February 25, 2016, 06:52:54 PM »
No.  I turn all computers off at night, plus all are restarted for various reasons during the day.  My.avast.com shows this laptop as Last Communication: 3 days ago which was after Windows Restart for Avast repair.
AMD A6-5350M APU with Radeon HD Graphics, 8.0GB RAM, Win7 Pro SP1 64bit, IE11
i7-3610QM 2.3GHZ, 8.0GB Ram,  Nvidia GeForce GT 630M 2GB, Win7 Pro SP1 64bit, IE 11
Common to both: Avast Premium Security 19.7.2388, WinPatrol Plus, SpywareBlaster 5.5, Opera 12.18, Firefox 68.0.2, MBam Free, CCleaner

Offline miraDi

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Re: One laptop is no longer updating it's my.avast.com definitions status
« Reply #5 on: February 26, 2016, 01:05:15 PM »
Hello John,

 thank you for the package, I found some errors in one of the log files.
Is it possible that your computers are running without anybody logged in for some time during the day?

Regards,

miraDi

Offline Gopher John

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Re: One laptop is no longer updating it's my.avast.com definitions status
« Reply #6 on: February 26, 2016, 04:10:59 PM »
Yes, this Toshiba that is not updating my.avast.com account is usually started in the morning and used for about 2-3 hours and then logged off.  The screen is then folded down and the machine then goes into standby mode.  I'll use the machine again during a typical day several times, more in the evening.  The routine hasn't changed, just that now no updates to my.avast.com.

The same thing occurs with the other 2 laptops, but they are used less often, not even every day and for much less time, but they are updating their status on my.avast.com.
AMD A6-5350M APU with Radeon HD Graphics, 8.0GB RAM, Win7 Pro SP1 64bit, IE11
i7-3610QM 2.3GHZ, 8.0GB Ram,  Nvidia GeForce GT 630M 2GB, Win7 Pro SP1 64bit, IE 11
Common to both: Avast Premium Security 19.7.2388, WinPatrol Plus, SpywareBlaster 5.5, Opera 12.18, Firefox 68.0.2, MBam Free, CCleaner

Offline miraDi

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Re: One laptop is no longer updating it's my.avast.com definitions status
« Reply #7 on: February 26, 2016, 04:22:32 PM »
Hello John,

 thank you for confirmation. When avast is trying to update its status to my.avast.com when no one is logged in it ends up in error.
We found out what is causing this. It should be fixed in Avast 2016 R2.

Regards,

miraDi

Offline Gopher John

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Re: One laptop is no longer updating it's my.avast.com definitions status
« Reply #8 on: February 26, 2016, 04:35:36 PM »
That should help, although the status should have been updated during the 2-3 hours of constant usage.  I have AIS set to check for updates every 15 minutes on all 3 laptops. Thank you for troubleshooting this.
AMD A6-5350M APU with Radeon HD Graphics, 8.0GB RAM, Win7 Pro SP1 64bit, IE11
i7-3610QM 2.3GHZ, 8.0GB Ram,  Nvidia GeForce GT 630M 2GB, Win7 Pro SP1 64bit, IE 11
Common to both: Avast Premium Security 19.7.2388, WinPatrol Plus, SpywareBlaster 5.5, Opera 12.18, Firefox 68.0.2, MBam Free, CCleaner