Avast free not installing on Windows 10

[Poot36]

Hi I am having trouble using the online installer to install Avast free.  When I install I get an error message and a log file to view.

Here is the text of the log file:


2019-10-13 18:12:49.451Infoinstup[10184,5124]Command: '"C:\Program Files\AVAST Software\Avast\setup\Sfx\instup.exe" /edition:1 /ga_clientid:821b4487-723f-4e1f-bfe8-b0173e5d23dc /prod:ais /sfx:lite /sfxstorage:C:\WINDOWS\Temp\asw.2d1451d8a057a3b1 /ga_clientid:821b4487-723f-4e1f-bfe8-b0173e5d23dc /edat_dir:C:\WINDOWS\Temp\asw.38f0e527d1ca8daa'
2019-10-13 18:12:49.451Infoinstup[10184,5124]CPU: Intel(R) Core(TM) i5-4570 CPU @ 3.20GHz,4
2019-10-13 18:12:49.451Infoinstup[10184,5124]OS: Windows 10 (10.0.18362) x64
2019-10-13 18:12:49.451Infoinstup[10184,5124]setup: x64
2019-10-13 18:12:49.451Infoinstup[10184,5124]Memory: 38% load. Phys:4806816/7809824K free, Page:5924004/9055008K free, Virt:135287112400/137438953344K free
2019-10-13 18:12:49.451Infoinstup[10184,5124]DISKs: C:\ - 55556MB free / 118GB total
2019-10-13 18:12:49.451Infoinstup[10184,5124]Running module version: instup.exe - '19.8.4793.0'
2019-10-13 18:12:49.451Infoinstup[10184,5124]Running module version: Instup.dll - '19.8.4793.0'
2019-10-13 18:12:49.452Infomutex[10184,5124]The ownership of the secure mutex has been successfully taken.
2019-10-13 18:12:49.452Infoinstup[10184,5124]Loading product state
2019-10-13 18:12:49.456Infoinstup[10184,5124]Guid = e2d5f1a5-dfe6-464d-a825-d82809a6ded5, Created = 19:57:11 12.09.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Persistent Guid = e3d1fa1f-5b95-425b-a1d6-47f69f657f4b, Created = 21:10:58 22.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]ProductId = ais
2019-10-13 18:12:49.456Infoinstup[10184,5124]Edition = 1
2019-10-13 18:12:49.456Infoinstup[10184,5124]RealEdition = 1
2019-10-13 18:12:49.456Infoinstup[10184,5124]SubEdition =
2019-10-13 18:12:49.456Infoinstup[10184,5124]Installed Part info:
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'jrog2' = 'jrog2', 1114 (0x0000045A), 00:14:58 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'program' = 'prg_ais', 319228244 (0x13070954), 02:54:19 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'setup' = 'setup_ais', 319228244 (0x13070954), 02:54:20 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'vps' = 'vps_windows', 419960064 (0x19081500), 00:14:59 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Latest Part info:
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'jrog2' = 'jrog2', 1114 (0x0000045A), 00:14:58 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'program' = 'prg_ais', 319228244 (0x13070954), 02:54:19 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'setup' = 'setup_ais', 319228244 (0x13070954), 02:54:20 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Part 'vps' = 'vps_windows', 419960064 (0x19081500), 00:14:59 15.08.2019
2019-10-13 18:12:49.456Infoinstup[10184,5124]Backing up 'C:\Program Files\AVAST Software\Avast\setup\setup.ini' to registry
2019-10-13 18:12:49.463Infoinstup[10184,5124]'C:\Program Files\AVAST Software\Avast\setup\setup.ini' successfully backed up to registry
2019-10-13 18:12:49.464Infousnca[10184,5124]USN cache loaded from the disk.
2019-10-13 18:12:49.474Infopart[10184,5124]SetInstalled: Part package part-jrog2-45a.vpx is installed.
2019-10-13 18:12:49.484Infopart[10184,5124]SetInstalled: Part package part-prg_ais-13070954.vpx is installed.
2019-10-13 18:12:49.531Infoinstcore[10184,5124]PkgLoadProductInfo: product XML was successfully loaded for part 'program'.
2019-10-13 18:12:49.535Infopart[10184,5124]SetInstalled: Part package part-setup_ais-13070954.vpx is installed.
2019-10-13 18:12:49.560Infoinstcore[10184,5124]PkgLoadProductInfo: product XML was successfully loaded for part 'setup'.
2019-10-13 18:12:49.563Infopart[10184,5124]SetInstalled: Part package part-vps_windows-19081500.vpx is installed.
2019-10-13 18:12:49.572Infoinstcore[10184,5124]PkgLoadProductInfo: product XML was successfully loaded for part 'vps'.
2019-10-13 18:12:49.572Infoinstup[10184,5124]Loading Proxy settings
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-Type: 'no proxy'
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-Authorization: 'no authentication'
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-Port: '8080'
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-Name: ''
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-User: ''
2019-10-13 18:12:49.572Infoinstup[10184,5124]Proxy-Pass: ''
2019-10-13 18:12:49.587Warningini_access[10184,5124]failed to read from ini file C:\WINDOWS\Temp\asw.2d1451d8a057a3b1\config.def.ini
2019-10-13 18:12:49.587Infoshepsync[10184,5124]Wait interval 60
2019-10-13 18:12:49.601Infoshepsync[10184,5124]Trying server IP address '77.234.44.62'
2019-10-13 18:12:50.029Infoshepsync[10184,5124]Download of config file config.def from shepherd.ff.avast.com succeeded.
2019-10-13 18:12:50.054Infoshepsync[10184,5124]Config file C:\WINDOWS\Temp\asw.2d1451d8a057a3b1\config.def successfully updated
2019-10-13 18:12:50.064Infoshepsync[10184,5124]Postpone interval was reset
2019-10-13 18:12:50.080Warningini_access[10184,10044]failed to read from ini file C:\ProgramData\AVAST Software\Avast\burger_client.ini
2019-10-13 18:12:50.081Infowizard[10184,5124]Running module version: HTMLayout.dll - '3.3.2.1'
2019-10-13 18:12:50.095Infowizard[10184,5124]Loaded module version: C:\WINDOWS\Temp\asw.2d1451d8a057a3b1\HTMLayout.dll - '3.3.2.1'
2019-10-13 18:12:50.150Infowizard[10184,5124]Setup gui was successfully started.
2019-10-13 18:12:50.150Infoinstcore[10184,5124]Sfx setup update has started.
2019-10-13 18:12:50.163Noticeservers[10184,5124]Load: 'urlpgm' key used as the program repository.
2019-10-13 18:12:50.167Infoservers[10184,5124]Server definition(s) loaded from 'C:\WINDOWS\Temp\asw.2d1451d8a057a3b1\servers.def'
2019-10-13 18:12:52.675ErrorAres[10184,5124]Unable to resolve hosts after 2500 ms (258, The wait operation timed out.)
2019-10-13 18:12:52.678Errordnsqueryex[10184,5124]Unable to resolve host 'k5854113.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:12:52.679Errordnsqueryex[10184,5124]Unable to resolve host 'm9761227.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:12:52.681Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv4 after 0 ms
2019-10-13 18:12:52.682Errordnsqueryex[10184,5124]Unable to resolve host 't7758057.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:12:52.683Errordnsqueryex[10184,5124]Unable to resolve host 'w5810700.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:12:52.684Errordnsqueryex[10184,5124]Unable to resolve host 'z3746924.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:12:55.213ErrorAres[10184,5124]Unable to resolve hosts after 2499 ms (258, The wait operation timed out.)
2019-10-13 18:12:55.215Errordnsqueryex[10184,5124]Unable to resolve host 'k5854113.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:12:55.216Errordnsqueryex[10184,5124]Unable to resolve host 'm9761227.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:12:55.217Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv6 after 0 ms
2019-10-13 18:12:55.218Errordnsqueryex[10184,5124]Unable to resolve host 't7758057.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:12:55.219Errordnsqueryex[10184,5124]Unable to resolve host 'w5810700.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:12:55.220Errordnsqueryex[10184,5124]Unable to resolve host 'z3746924.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:12:57.734ErrorAres[10184,5124]Unable to resolve hosts after 2499 ms (258, The wait operation timed out.)
2019-10-13 18:13:00.253ErrorAres[10184,5124]Unable to resolve hosts after 2500 ms (258, The wait operation timed out.)
2019-10-13 18:13:10.280ErrorAres[10184,5124]Unable to resolve hosts after 5001 ms (258, The wait operation timed out.)
2019-10-13 18:13:10.283Errordnsqueryex[10184,5124]Unable to resolve host 'f3355109.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:10.284Errordnsqueryex[10184,5124]Unable to resolve host 'g5569634.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:10.285Errordnsqueryex[10184,5124]Unable to resolve host 'l2350042.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:10.287Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv4 after 0 ms
2019-10-13 18:13:10.288Errordnsqueryex[10184,5124]Unable to resolve host 'v6831430.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:10.290Errordnsqueryex[10184,5124]Unable to resolve host 'x5026866.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:15.300ErrorAres[10184,5124]Unable to resolve hosts after 4985 ms (258, The wait operation timed out.)
2019-10-13 18:13:15.303Errordnsqueryex[10184,5124]Unable to resolve host 'f3355109.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:15.304Errordnsqueryex[10184,5124]Unable to resolve host 'g5569634.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:15.305Errordnsqueryex[10184,5124]Unable to resolve host 'l2350042.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:15.307Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv6 after 0 ms
2019-10-13 18:13:15.308Errordnsqueryex[10184,5124]Unable to resolve host 'v6831430.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:15.309Errordnsqueryex[10184,5124]Unable to resolve host 'x5026866.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:20.326ErrorAres[10184,5124]Unable to resolve hosts after 5001 ms (258, The wait operation timed out.)
2019-10-13 18:13:25.330ErrorAres[10184,5124]Unable to resolve hosts after 4985 ms (258, The wait operation timed out.)
2019-10-13 18:13:35.359ErrorAres[10184,5124]Unable to resolve hosts after 5001 ms (258, The wait operation timed out.)
2019-10-13 18:13:35.361Errordnsqueryex[10184,5124]Unable to resolve host 'b4380882.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:35.362Errordnsqueryex[10184,5124]Unable to resolve host 'g0679661.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:35.363Errordnsqueryex[10184,5124]Unable to resolve host 'm5972635.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:35.364Errordnsqueryex[10184,5124]Unable to resolve host 'r7110576.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:35.365Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv4 after 0 ms
2019-10-13 18:13:35.372Errordnsqueryex[10184,5124]Unable to resolve host 'v6831430.iavs9x.u.avast.com' into IPv4 after 0 ms
2019-10-13 18:13:40.386ErrorAres[10184,5124]Unable to resolve hosts after 4985 ms (258, The wait operation timed out.)
2019-10-13 18:13:40.389Errordnsqueryex[10184,5124]Unable to resolve host 'b4380882.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:40.390Errordnsqueryex[10184,5124]Unable to resolve host 'g0679661.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:40.391Errordnsqueryex[10184,5124]Unable to resolve host 'm5972635.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:40.392Errordnsqueryex[10184,5124]Unable to resolve host 'r7110576.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:40.393Errordnsqueryex[10184,5124]Unable to resolve host 's-iavs9x.avcdn.net' into IPv6 after 0 ms
2019-10-13 18:13:40.395Errordnsqueryex[10184,5124]Unable to resolve host 'v6831430.iavs9x.u.avast.com' into IPv6 after 0 ms
2019-10-13 18:13:45.412ErrorAres[10184,5124]Unable to resolve hosts after 5001 ms (258, The wait operation timed out.)
2019-10-13 18:13:50.431ErrorAres[10184,5124]Unable to resolve hosts after 5000 ms (258, The wait operation timed out.)
2019-10-13 18:13:50.433Errordldwrap[10184,5124]HttpGet: dns resolves were not successfull during '~o_o~/stable/servers.def.vpx' downloading

If you could help me to fix this that would be great.

[schmidthouse]

I would suggest downloading using the 'off-line' installer.
https://forum.avast.com/index.php?topic=229461.0

[Poot36]

I have done that but now the virus definitions won't update and I suspect the program won't as well.  It trys updating for a while and then gives up.  I am starting to suspect an issue with Windows blocking some sort of internet access to the program but I don't know how to prove that.  I suspect that is also why the online installer does not run correctly as well.

[Pondus]

something to try. sett google DNS  https://developers.google.com/speed/public-dns/docs/using

reboot and try again ...

[Poot36]

I tried changing the DNS and it is still failing.  The online installer works on a Vista and Win 7 system attached to the same network so I don't think it is a network issue.  I had this same issue with a fresh install of Win 10 1803 (I think it was 1803) that the online installer would not work and the offline one would not update.  I have updates both systems to 1903 and am still having install/update issues.  I think Win 10 is blocking it somehow.

[schmidthouse]

I tried changing the DNS and it is still failing.  The online installer works on a Vista and Win 7 system attached to the same network so I don't think it is a network issue.  I had this same issue with a fresh install of Win 10 1803 (I think it was 1803) that the online installer would not work and the offline one would not update.  I have updates both systems to 1903 and am still having install/update issues.  I think Win 10 is blocking it somehow.

I'm not sure how Win 10 could be blocking, as I've run Win 10 on both OS since the beginning and have never encountered an 'issue' with installing any Avast product or other software that could be attributed to the Win 10 OS.
I don't know why you're having this issue and it does appear very strange, possible others with different experience can shed some light

[bob3160]

Sounds like you're having internet access problems.
Offline works and anything online like updates or an online installer fails.
I suggest you check with your ISP and get your connection problem solved.

[Poot36]

What I don't get is why it works correctly on 2 other OS's that are not Windows 10.  Does the Win 10 installer/updater work differently then the one for older OS's?  I can ping the addresses that fail to connect in the error log on the Win 10 system.

[bob3160]

What I don't get is why it works correctly on 2 other OS's that are not Windows 10.  Does the Win 10 installer/updater work differently then the one for older OS's?  I can ping the addresses that fail to connect in the error log on the Win 10 system.

Not that I know of. I'm on Windows 10 and have been since early beta testing days.
No connection problems here and I do a lot of things via the internet including remote presentations.

[Poot36]

Ok, what ports should I check on my modem to make sure that avast can access the internet?

[bob3160]

Ok, what ports should I check on my modem to make sure that avast can access the internet?

There are many. I allowed Avast access not ports. You'll need to wait for someone with that answer if
one is available.

[Poot36]

Ok, thanks for the help.  I guess I will have to wait until I can get more information.  The weird part is it used to work and I have not changed any of the internet settings so I don't know what is going on.

[Poot36]

Well this is interesting.  I powered on a system with a older version of Win 10 and it successfully updated the definitions but after it updated windows the application updates failed on resolving the DNS server.  I wonder if it is Win 10 blocking it somehow?  Got any ideas?

[Patrick2]

Not Running Windows Insider Preview by Chance on particular PC?    Installed Avast this morning clean install on Windows 10 Laptop, offline installer, and worked fine, so don't think Windows 10 Blocking Avast at least I don't think so myself.


Only idea I had for this topic

[Poot36]

I just tried the latest offline installer and it is still having the no definitions updates issue.  Is there some other program that I can run to see what network it is trying to connect to?