Author Topic: Can't update or log in  (Read 4759 times)

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Offline Deltharis

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Can't update or log in
« on: July 02, 2017, 03:29:29 PM »
I have a weird problem... Since some time (I think since 20th of June?) Avast can't connect properly to it's servers. Updating either virus definitions or the program fails at the download phase. Even installation fails (as I thought "maybe I'll install again and it'll go away") - and it's related to connection problems as can be seen in the log attached. I reinstalled from some offline instalator, but the problem persists there.
Interesting thing is when I try to log in through the program - it clearly connects somewhere, as it knows when I input incorrect credentials. But when I put in correct ones it thinks for a while and than says it couldn't connect my machine to my account.

Offline Asyn

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Re: Can't update or log in
« Reply #1 on: July 02, 2017, 03:31:39 PM »
- Which Avast..? (Free/Pro/IS/Premier)
- Which version..?
- OS..? (32/64 Bit..? - which SP/Build..?)
- Other security related software installed..?
- Which AV(s) did you use before Avast..?
W8.1 [x64] - Avast Free AV 23.3.8047.BC [UI.757] - Firefox ESR 102.9 [NS/uBO/PB] - Thunderbird 102.9.1
Avast-Tools: Secure Browser 109.0 - Cleanup 23.1 - SecureLine 5.18 - DriverUpdater 23.1 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline Deltharis

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Re: Can't update or log in
« Reply #2 on: July 02, 2017, 03:37:35 PM »
Avast Free, currently 17.5.2302 after install from offline installer (but was similar before, most likely stuck at a version that was up to date on 20.06).
64 bit Windows 10 Pro, updated today to creators update (though it wasn't working before that as well)
I have Malwarebytes installed though not running constantly, CCleaner as well.
I used avast for the last 3 years on this machine, and longer on other ones, not sure why that's relevant.

Offline Asyn

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Re: Can't update or log in
« Reply #3 on: July 02, 2017, 03:40:17 PM »
Repair Avast:
1. Control Panel -> Add/Remove programs -> Avast
2. Click on 'Repair'.
3. Follow instructions.
4. Reboot.
W8.1 [x64] - Avast Free AV 23.3.8047.BC [UI.757] - Firefox ESR 102.9 [NS/uBO/PB] - Thunderbird 102.9.1
Avast-Tools: Secure Browser 109.0 - Cleanup 23.1 - SecureLine 5.18 - DriverUpdater 23.1 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline Eddy

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Re: Can't update or log in
« Reply #4 on: July 02, 2017, 03:44:35 PM »
No need for a repair or anything.
Change your DNS to the one from Google and it should work.

For some strange reason several of the avast servers can't handle IPV6.

Offline Asyn

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Re: Can't update or log in
« Reply #5 on: July 02, 2017, 03:54:01 PM »
For some strange reason several of the avast servers can't handle IPV6.
Hi Eddy,

where did you get this info from (link appreciated)..!?
If so, this needs to get fixed ASAP, IPV6 isn't new anymore.
W8.1 [x64] - Avast Free AV 23.3.8047.BC [UI.757] - Firefox ESR 102.9 [NS/uBO/PB] - Thunderbird 102.9.1
Avast-Tools: Secure Browser 109.0 - Cleanup 23.1 - SecureLine 5.18 - DriverUpdater 23.1 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline Eddy

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Re: Can't update or log in
« Reply #6 on: July 02, 2017, 04:00:00 PM »
I've seen someone from avast mentioning it on this webboard, but only 1 time as if they try to hide this info.
But look at all the people whit the same error in the log.
Changing the DNS solved it.

I expect to see more and more people with the same problem soon as more and more ISP's are rolling out IPV6.

I've asked avast several times to explain/add the 41227 error in the list with error codes but they are really quiet about it  >:(
« Last Edit: July 02, 2017, 04:03:25 PM by Eddy »

Offline Deltharis

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Re: Can't update or log in
« Reply #7 on: July 02, 2017, 04:01:06 PM »
That was it actually! I turned off IPv6 in connection settings, and set my DNS manually to google ones (8.8.8.8 and 8.8.4.4) in IPv4 and magically updates work now, and I can log in

Offline Eddy

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Re: Can't update or log in
« Reply #8 on: July 02, 2017, 04:02:30 PM »
As I expected  ;)

Offline Asyn

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Re: Can't update or log in
« Reply #9 on: July 02, 2017, 04:11:28 PM »
I expect to see more and more people with the same problem soon as more and more ISP's are rolling out IPV6.
Well, I'm on IPV6 for a long time and have no issues here, there must be something else in the mix.
W8.1 [x64] - Avast Free AV 23.3.8047.BC [UI.757] - Firefox ESR 102.9 [NS/uBO/PB] - Thunderbird 102.9.1
Avast-Tools: Secure Browser 109.0 - Cleanup 23.1 - SecureLine 5.18 - DriverUpdater 23.1 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline Eddy

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Re: Can't update or log in
« Reply #10 on: July 02, 2017, 04:24:15 PM »
It can be your ISP is using a "fallback" to IPV4 is IPV6 isn't working.

Offline Asyn

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Re: Can't update or log in
« Reply #11 on: July 02, 2017, 04:25:23 PM »
It can be your ISP is using a "fallback" to IPV4 is IPV6 isn't working.
Sure, but doesn't any ISP do that..!?
W8.1 [x64] - Avast Free AV 23.3.8047.BC [UI.757] - Firefox ESR 102.9 [NS/uBO/PB] - Thunderbird 102.9.1
Avast-Tools: Secure Browser 109.0 - Cleanup 23.1 - SecureLine 5.18 - DriverUpdater 23.1 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline Eddy

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Re: Can't update or log in
« Reply #12 on: July 02, 2017, 04:34:17 PM »
No.

Offline Asyn

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Re: Can't update or log in
« Reply #13 on: July 02, 2017, 04:36:07 PM »
No.
Well, if so, my advice to the OP is to change his ISP.
W8.1 [x64] - Avast Free AV 23.3.8047.BC [UI.757] - Firefox ESR 102.9 [NS/uBO/PB] - Thunderbird 102.9.1
Avast-Tools: Secure Browser 109.0 - Cleanup 23.1 - SecureLine 5.18 - DriverUpdater 23.1 - CCleaner 6.01
Avast Wissenswertes (Downloads, Anleitungen & Infos): https://forum.avast.com/index.php?topic=60523.0

Offline bob3160

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Re: Can't update or log in
« Reply #14 on: July 02, 2017, 05:26:36 PM »
No.
Well, if so, my advice to the OP is to change his ISP.
In many locations, that's not an option. :)
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