Author Topic: Avast Business Managed: "DNS Resolve has failed"  (Read 38665 times)

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it@rpc-nh.org

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #15 on: August 13, 2018, 07:31:28 PM »
Unless we see your specific support package, we cannot say if it is the same issue. When avast cannot get package with one method it tries another cycling IPv4 and IPv6 and http and https and using curl and winhttp. Messages in the log might be misleading. For instance some hosts do not resolve to IPv6 (intentionally) and such retry is always logged. If your log looks like snippet below, problem is with highlighted lines, remaining stuff in the log (DNS resolving) is just consequence that avast could not connect to server. We are continuing investigation and once we know more we will let you now.


[2018-07-13 02:32:38.193] [warning] [settings   ] [ 4672: 3904] Did not find any values in file 'C:\ProgramData\AVAST Software\Avast\burger_client.ini'
[2018-07-13 02:32:39.865] [error  ] [Ares       ] [ 4672: 3064] Unable to resolve hosts after 1671 ms (258, ?)
[2018-07-13 02:32:39.880] [info   ] [servers    ] [ 4672: 3064] 'http://w3072800.iabs.u.avast.com/iabs' with [62.245.136.56] chosen for 'program'
[2018-07-13 02:33:01.084] [error  ] [Curl       ] [ 4672: 3064] 'http://w3072800.iabs.u.avast.com/iabs/servers.def.vpx' from [62.245.136.56] was not downloaded (12007, Couldn't connect to server)

[2018-07-13 02:33:01.084] [warning] [dldwrap    ] [ 4672: 3064] HttpGet: download type switched to WinHttp IPv4
[2018-07-13 02:33:03.084] [info   ] [servers    ] [ 4672: 3064] 'http://d3831337.iabs.u.avast.com/iabs' with [62.245.136.56] chosen for 'program'
[2018-07-13 02:33:24.099] [error  ] [WinHttp    ] [ 4672: 3064] 'http://d3831337.iabs.u.avast.com/iabs/servers.def.vpx' from [62.245.136.56] was not downloaded (12002, ?)
[2018-07-13 02:33:24.099] [warning] [dldwrap    ] [ 4672: 3064] HttpGet: download type switched to Curl IPv6
[2018-07-13 02:33:26.099] [warning] [servers    ] [ 4672: 3064] There is no suitable url for 'program' with IPv6 and http
[2018-07-13 02:33:26.099] [warning] [dldwrap    ] [ 4672: 3064] HttpGet: download type switched to WinHttp IPv6
[2018-07-13 02:33:29.771] [error  ] [Ares       ] [ 4672: 3064] Unable to resolve hosts after 1671 ms (258, ?)
[2018-07-13 02:33:29.771] [warning] [servers    ] [ 4672: 3064] There is no suitable url for 'program' with IPv6 and http
[2018-07-13 02:33:29.771] [warning] [dldwrap    ] [ 4672: 3064] HttpGet: download type switched to Curl IPv4


I sent my support package over a week ago and I am yet to hear anything from Avast.  How widespread is this issue?  What is the ETA on a fix?

dytlief.moller@gmail.com

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #16 on: August 15, 2018, 04:31:39 PM »
Any update on this matter?

A solution must be speedily created as a lot of our clients are looking elsewhere for AV solutions from competitors

Offline misak

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #17 on: August 15, 2018, 06:33:26 PM »
We're still not able to reproduce the issue locally in case of Avast Business Managed Antivirus. We found an issue in Mirror which caused similar problems in AV managed by CloudCare or Managed Workplace. From all the support packages we got is still unclear what is wrong.

Could you please try to download the following file manually on the device where the resolution failed
http://w3072800.iabs.u.avast.com/iabs/servers.def.vpx

Could you please also try traceroute following URL/IPs and share a result with us?

tracert w3072800.iabs.u.avast.com
tracert 8.8.8.8
tracert 8.8.4.4


joethompson@jetcosys.com

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #18 on: August 16, 2018, 01:01:41 AM »
I'm having this same issue across multiple client systems in different offices.  All other DNS functions are fine.  All of my clients are managed through CloudCare and all are on 4.3.1.

My test machine currently does have the "DNS Resolve Failed" issue but can download the server.def.vpx file below with no issue.

tracert info:  Local IP addresses removed

Tracing route to a428.dscd.akamai.net [184.27.199.33]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  xxxxxxxx
  2     9 ms     9 ms     3 ms  xxxxxxxx-static.hfc.comcastbusiness.net [xxxxxxxx]
  3    31 ms    29 ms    29 ms  96.120.14.37
  4    17 ms    11 ms    21 ms  ae-222-rur01.sacramento.ca.ccal.comcast.net [68.87.203.69]
  5    26 ms    31 ms    19 ms  ae-2-ar01.sacramento.ca.ccal.comcast.net [162.151.18.133]
  6    28 ms    20 ms    19 ms  a184-27-199-33.deploy.static.akamaitechnologies.com [184.27.199.33]

Trace complete.


Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  xxxxxxxxxxxxxxx
  2     2 ms     5 ms     1 ms  xxxxxxxxxxxx-static.hfc.comcastbusiness.net [xxxxxxxxxxxx]
  3    28 ms    27 ms    29 ms  96.120.14.37
  4    28 ms    29 ms    29 ms  ae-222-rur01.sacramento.ca.ccal.comcast.net [68.87.203.69]
  5    16 ms    29 ms    19 ms  ae-2-ar01.sacramento.ca.ccal.comcast.net [162.151.18.133]
  6    24 ms    29 ms    29 ms  be-33667-cr01.9greatoaks.ca.ibone.comcast.net [68.86.93.25]
  7    30 ms    29 ms    30 ms  be-12578-pe04.9greatoaks.ca.ibone.comcast.net [68.86.88.18]
  8    23 ms    39 ms    29 ms  96-87-8-246-static.hfc.comcastbusiness.net [96.87.8.246]
  9     *        *        *     Request timed out.
 10    30 ms    25 ms    19 ms  108.170.237.104
 11    27 ms    29 ms    39 ms  108.170.232.61
 12    26 ms    29 ms    29 ms  google-public-dns-a.google.com [8.8.8.8]


Tracing route to google-public-dns-b.google.com [8.8.4.4]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  xxxxxxxxxxxxx
  2     3 ms     9 ms     3 ms  xxxxxxxxxxxxx-static.hfc.comcastbusiness.net [xxxxxxxxxxxx]
  3    27 ms    29 ms    19 ms  96.120.14.37
  4    17 ms    19 ms    21 ms  ae-222-rur01.sacramento.ca.ccal.comcast.net [68.87.203.69]
  5    11 ms    28 ms    23 ms  ae-2-ar01.sacramento.ca.ccal.comcast.net [162.151.18.133]
  6    23 ms    30 ms    28 ms  be-33667-cr01.9greatoaks.ca.ibone.comcast.net [68.86.93.25]
  7    21 ms    29 ms    22 ms  be-12544-pe01.9greatoaks.ca.ibone.comcast.net [68.86.87.150]
  8    28 ms    29 ms    23 ms  fonality-cr01.losangeles.ca.ibone.comcast.net [75.149.228.74]
  9     *        *        *     Request timed out.
 10    25 ms    29 ms    40 ms  209.85.248.34
 11    26 ms    29 ms    29 ms  209.85.142.235
 12    17 ms    29 ms    28 ms  google-public-dns-b.google.com [8.8.4.4]

Trace complete.

Offline Libor Ambruz

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #19 on: August 16, 2018, 10:32:21 AM »
Hi jetcosys,

please, could you upload technical support package and write here back the package id? There is a link how to do it: https://support.avast.com/en-ww/article/Submit-support-file

Thank you in advance

Offline TruLife Optics Ltd

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #20 on: August 16, 2018, 12:11:48 PM »
In response to:

Aleksandr Nazaryan - "When "Always update from Avast servers" checkbox is checked, then no DNS resolve error is displayed and updates are pulled only from Internet."


That is NOT an acceptable answer for anything more than an estate of a few machines.

Mine is pretty small at 32, others are hundreds. You really, REALLY don't want all of those going to the internet individually for their updates.

What the hell is the point of assigning "update agent" machines then? NONE!

BTW - I've noticed that a relatively new "behaviour" with my cloud care is that the update agents I've assigned for each subnet keep being cleared! Why?

Is this Avast's ham-fisted attempt to try and keep updates going while they figure out what is broken in UpdateProxy.dll?
« Last Edit: August 16, 2018, 12:15:19 PM by Colour Holographic Ltd »

Offline EDV@RT

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #21 on: August 16, 2018, 01:57:38 PM »
We're still not able to reproduce the issue locally in case of Avast Business Managed Antivirus. We found an issue in Mirror which caused similar problems in AV managed by CloudCare or Managed Workplace. From all the support packages we got is still unclear what is wrong.

Could you please try to download the following file manually on the device where the resolution failed
http://w3072800.iabs.u.avast.com/iabs/servers.def.vpx

Could you please also try traceroute following URL/IPs and share a result with us?

tracert w3072800.iabs.u.avast.com
tracert 8.8.8.8
tracert 8.8.4.4


On our clients the file can be downloaded, and tracing the host and IPs works like a charm.
We need a solution immediately, or we need to recommend anti-virus software from other manufacturers to our customers in the future.

That is not satisfying!

Offline drake127

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #22 on: August 16, 2018, 04:58:28 PM »
Hello, I read log snippet as there is 20s timeout reached for connection to our servers (specifically http://w3072800.iabs.u.avast.com/iabs/servers.def.vpx served by 62.245.136.56). The content is present on the server so I can only point to some networking issue.

Offline EDV@RT

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #23 on: August 16, 2018, 06:28:36 PM »
Hello.

Are you saying that all of our Avast Business Cloud installations happen to have the same problem at about two dozen of our customers, with different network configurations, firewalls, and ISPs?
In addition, other customers here in the forum have the same unexplainable problem? Sorry, that does not seem realistic to me.

I am expert in IT networking and infrastructure. All of our above mentioned customers only have this problems with Avast update mechanisms and only since "upgrading" it from Avast Endpoint Security, while upgrading means that we did fresh installations without importing old settings automatically.

If pointing to others shows the kind of support that Avast will offer to its customers in the future, then we will have to use products from other manufacturers for our customers in the future. This is not the quality of software we can represent.

Best regards.

Offline RichardEb

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #24 on: August 16, 2018, 10:58:25 PM »
Any solution yet?

it@cmc.pshs.edu.ph

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #25 on: August 17, 2018, 02:05:03 AM »
Any update? Same issue here.. >:( >:(

Offline RichardEb

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #26 on: August 17, 2018, 08:51:58 AM »
I removed alle Master Agents. Now most of the Workstations are updating again. Looks like a Problem with the Master Agent concept itself. Maybe in relation with the DNS-Services of a Domain-Controler? Anyway: disabling the Master Agent isn't a real solution.

What me really bothers is that: Why don't the Workstations switch to online update if they can't reache the Master Agent? This looks like a desing failure to me

Offline drake127

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #27 on: August 17, 2018, 10:01:05 AM »
Wireshark dump of failed update might be interesting to see.

Offline tomsc

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #28 on: August 17, 2018, 10:17:39 AM »
We are testing fixes on both P1 issues with CloudCare and AfB update mirrors. We will post here again when we get ETA for the release.
« Last Edit: August 17, 2018, 10:24:11 AM by tsca »

Offline RichardEb

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Re: Avast Business Managed: "DNS Resolve has failed"
« Reply #29 on: August 17, 2018, 10:27:07 AM »
You may want to add a fallback also: If an update via Master Agent fails, a direct online update should be performed. A Master Agent could be unreachable for several reasons. But an up to date client is essential.