Avast Business Managed: "DNS Resolve has failed"

[RichardEb]

Hello,

I'm using Avast Business Manages (cloud hosting). At the moment none of my clients can retrieve (definition) updates. I allways get the error  "DNS Resolve has failed".

Any Ideas? Which URL ist Avast resolving there? (If you can give me the url I can check my dns Server for problems). But any other DNS Requests work properly.

Thx

[REDACTED]

I am having the same issue.  All of my machines are unable to pull updates from the server with the "DNS resolve has failed" error.

[EDV@RT]

Same issue here.

[REDACTED]

Hi,

We are receiving many reports of this from On-premise and Cloud based console installs.(with or without local update mirror/master agents)

Can we speedily resolve?

[REDACTED]

We are using cloud based management console and already tested with and without local update mirror.
Problem also seen at multiple multiple sites (we are IT solution provider and installed Avast Business at multiple customer's sites).

Best regards.

[REDACTED]

Ditto.

Some of our customer installations seem to work fine. But others are suffering from the DNS Resolve has failed problem. This is despite changing DNS servers to Google's DNS to see if this worked (it didn't). Reinstalling on one Windows 10 machine has worked. But reinstalling on a Windows Server 2012 computer didn't.

Looking forward to a resolution...

[Asyn]

Hi guys, I forwarded it. Let's see...

[jaromir]

Can you, please, generate support package and send us package ID? How to generate support package can be found at https://support.avast.com/cs-cz/article/Submit-support-file https://support.avast.com/en-ww/article/Submit-support-file (thanks Asyn)

[Asyn]

Can you, please, generate support package and send us package ID? How to generate support package can be found at https://support.avast.com/cs-cz/article/Submit-support-file

English version: https://support.avast.com/en-ww/article/Submit-support-file

[TruLife Optics Ltd]

I've been seeing this same issue for the best part of 2 weeks now on my entire estate with Avast Business Cloudcare.

Several conference calls with Avast 2/3 tier (when they're not a. Not in at the time we've been told to call or b. On vacation!!!!!) via our re-seller and the best they can come up with - "it's your DNS".

I'd post my reply to that - but it is unprintable in polite language. I'm also going to forward a link to this topic to my re-seller. It might help them focus their anger on Avast when the revenue stream from us is terminated because Avast have broken something and refuse to even admit they have a problem.

[Johan109]

Same issue for the last two weeks, cloud 900 users. Please just fix it avast just moved over to Avast come on Avast.

[REDACTED]

Also seeing this since June. I am looking for a refund for all the time that was paid for and protection defunked. This is not ok, this needs to be addressed ASAP. This is not business class.

[jaromir]

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

[Libor Ambruz]

You'll be contacted by technical support representatives in order to get debug log files.

[Aleksandr Nazaryan]

In my case I see "DNS resolve has failed" only for machines which are placed under Group with "Always update from Avast servers" checkbox is clear.
But after that failure error display updates are being pulled from Local Update server (located by IP address), you can see the screenshots in attached screenshots.
I guess "DNS resolve has failed" relates to failure to resolve Local Update server hostname.

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