Author Topic: Avast Safe Browser will not install  (Read 8855 times)

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Offline bznbisons

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Avast Safe Browser will not install
« on: October 30, 2019, 01:37:03 PM »
I have used the Avast Safe Browser for months with no issues.  Yesterday when I tried to open the Browser I got a “side by side configuration” warning.   Event Viewer error was a 77.0.1801.76 could not be found.  I uninstalled Avast from my computer and attempted to reinstall.   The Anti Virus installed with no issues, but the Safe Browser will not install.  All I get is a message that says to contact Avastbrowser .com for help - which does not exits.   Would welcome your thoughts.  Thanks

Offline r@vast

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Re: Avast Safe Browser will not install
« Reply #1 on: October 30, 2019, 02:30:57 PM »
I have used the Avast Safe Browser for months with no issues.  Yesterday when I tried to open the Browser I got a “side by side configuration” warning.   Event Viewer error was a 77.0.1801.76 could not be found.  I uninstalled Avast from my computer and attempted to reinstall.   The Anti Virus installed with no issues, but the Safe Browser will not install.  All I get is a message that says to contact Avastbrowser .com for help - which does not exits.   Would welcome your thoughts.  Thanks

Hi, please try to install it using this link: https://www.avast.com/secure-browser#pc

Offline bznbisons

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Re: Avast Safe Browser will not install
« Reply #2 on: October 31, 2019, 01:39:08 AM »
Thanks for getting back to me.  That is the link I have been using.   It makes three attempts to download and then I get a Error message. 

Offline txmnt

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Re: Avast Safe Browser will not install
« Reply #3 on: October 31, 2019, 03:10:08 AM »
I am having the exact same issue. Please help

Offline r@vast

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Re: Avast Safe Browser will not install
« Reply #4 on: October 31, 2019, 10:24:06 AM »
The link is working for me.
Could you try to uninstall it using this link https://download.avastbrowser.com/avast_secure_browser_uninstall.exe
(de-select "Also delete your browsing data")
"Restart" and then re-install.

If you still get the error after having performed the above steps, please attach a screenshot of the error message you receive.
Which browser are you using to download Avast Secure Browser?
[Use "Attachments and other options" located below the reply box to add the screenshot]

Offline bznbisons

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Re: Avast Safe Browser will not install
« Reply #5 on: October 31, 2019, 03:21:16 PM »
Hi.   I did as requested and was still not able to install.    I tried to insert a picture directly, but found I was unable to.   Below is a link to a picture of my screen shot with the install error message.   

Thanks for your help


https://imgur.com/a/2aDEle9

Offline bznbisons

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Re: Avast Safe Browser will not install
« Reply #6 on: October 31, 2019, 03:36:09 PM »
I am using Edge 44 on Windows 10 Pro

Offline txmnt

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Re: Avast Safe Browser will not install
« Reply #7 on: October 31, 2019, 04:59:20 PM »
I have tried it using edge and chrome browsers.

Offline bob3160

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Re: Avast Safe Browser will not install
« Reply #8 on: October 31, 2019, 11:37:00 PM »
Please try the following.

Maybe it's time for a clean install of the Secure Browser
Download the installer from here, https://www.avast.com/en-us/secure-browser
Download the Secure Browser Removal tool from here, https://download.avastbrowser.com/avast_secure_browser_uninstall.exe
Save your Bookmarks via the Book Marks Manager if you have custom bookmarks so you can import them when you re-install.
Uninstall Secure Browser via Programs and Features - Reboot
Run the removal tool, reboot, run the installer import your favorites if you saved them.
A video to help with the installation: https://youtu.be/r_VLA0HMLQM
Report back if that's solved the problem or not.
Free avast! Security Seminar: http://bit.ly/2N1eaR2  -  Important: http://www.organdonor.gov/ -- My Web Site: http://bob3160.strikingly.com/ - Win 10 Pro v1909 64bit, 24 Gig Ram, 1TB SSD, AvastOmni 20.3.xxx, How to Successfully Install Avast http://goo.gl/VLXdeRepair & Clean Install https://goo.gl/t7aJGq

Offline bznbisons

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Re: Avast Safe Browser will not install
« Reply #9 on: November 01, 2019, 12:43:37 PM »
Thanks for the suggestion.   I tried it.  Still not loading. 

Offline thermoduric

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Re: Avast Safe Browser will not install
« Reply #10 on: November 01, 2019, 04:20:17 PM »
Hi bznbisons.

I'm one of the senior developers in the Browser team, mainly working on auxiliary products - including part of the installer application. I'd like to try and help you if I can, but to do so I'll need you to help me. Would that be okay?

First of all, in your initial post you reported an error in the Event Viewer. Can you check to see if this installation failure has generated an Event Viewer entry and, if so, let me know what the details are. That may give us a clue as to what's happening here. If not, I'd like to talk you through the process of enabling logging for the installation process on your system. Once enabled, this will generate a detailed log file of the install process and should allow us to identify why the installation is failing. We can do that if the Event Viewer doesn't yield any fruit. How does that sound to you?

I'm sorry you're having this issue, but I will do my best to try and help you resolve it. The installation process is quite complicated and so we may need to dig into this a little; however, I'll do what I can to assist you.

Cheers,

-thermo
- thermoduric
Senior Software Engineer II (Browser Team)

Offline bznbisons

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Re: Avast Safe Browser will not install
« Reply #11 on: November 02, 2019, 02:40:55 AM »
Thermoduric,

Thankyou for helping me out.    I tried to install once more and checked my Event Viewer.   The only thing I found of interest was the following warning.   Please see the attached link. I still have not figured out how to attach a pictures directly.   

 https://imgur.com/a/eUoU9tT

I hope you find it of some help.   

In any case would be grateful for your help with the enabling process. 

Thanks and Cheers, 




Offline thermoduric

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Re: Avast Safe Browser will not install
« Reply #12 on: November 06, 2019, 11:38:35 AM »
Unfortunately, that event log isn't particularly helpful. Oh well, it was worth a shot.

Right, first of all, let's make sure that there are no remnants of a previous install left behind. Please follow these instructions VERY carefully - don't do anything without reading each instruction twice, fully understanding it and double checking what you're about to do before you do it. Making a mistake could damage your system and neither I nor Avast will accept responsibility for that. As long as you follow these instructions, what I'm about to ask you to do is perfectly safe. For the same of keeping it simple, I will write each separate step as a bullet point so as not to cause any confusion.

Here we go:

    Open the tools we need
    • Start Windows Registry Editor (regedit.exe)
    • Start a Command Prompt with Administrator privileges (right click icon, left click "Run as Administrator"
    • Open Windows Explorer (explorer.exe)

    Get uninstall string

    • Switch to the Windows Registry Editor
    • Browser to HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\Avast Secure Browser
    • Double click "Uninstall String" to open the value editor
    • Click in the "value data" edit box
    • Press CTRL-A (that's the CTRL key and the 'A' key together) to select everything
    • Press CTRL-C (that's the CTRL key and the 'C' key together) to copy everything
    • Click "Cancel" to dismiss the value editor window

    Attempt a clean uninstall

    • Switch to the Command Prompt
    • Right click on the title bar, select Edit>Paste from the drop down menu
    • You should now see the uninstall string copied into the Command Prompt window
    • Press enter to execute the uninstall string
    • If you see any errors, ignore them (we're just attempting a clean remove before we get our hands dirty)

    Remove any left-over registry keys (in case of uninstall failure)

    • Switch to the Windows Registry Editor
    • Remove HKEY_LOCAL_MACHINE\SOFTWARE\AVAST Software\Browser
    • Remove HKEY_LOCAL_MACHINE\SOFTWARE\AVAST Software\Browser
    • Remove HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\AVAST Software\Browser

    Remove any left-over folders (in case of uninstall failure)

    • Switch to Windows Explorer
    • Navigate to C:\Program Files (x86)\AVAST Software\
    • If you see a subfolder named "Browser" you should delete it
    • Navigate to C:\ProgramData\AVAST Software
    • If you see a subfolder named "Browser" you should delete it
    • Navigate to %LOCALAPPDATA%\AVAST Software
    • If you see a subfolder named "Browser" you should delete it
    • Close Windows Explorer

    Remove any left-over services (in case of uninstall failure)

    • Switch to the Command Prompt
    • type "sc delete avast" and pres enter
    • type "sc delete avastm" and pres enter
    • type "sc delete AvastSecureBrowserElevationService" and pres enter
    • Close Windows Registry Editor
    • Close Windows Explorer
    • Close the Command Prompt
    • Finally, I'd recommend using CCleaner to clean your registry of any orphaned keys (link below)

    At this point, all traces of Avast Secure Browser should now be eradicated from your machine.

    Now, let's enable logging so that we can get some diagnostics should attempting to install the browser still fails:

    • Attached you will find a zip file called JSIS_Omaha_DebugLogging.zip
    • Please download this file and extract it somewhere (for example, to you Desktop)
    • Inside the zip file are instructions and configuration files to enable logging for the installation process
    • Please read and follow these instructions (see howto.txt - reproduced, below)

    How to enable logging of the Secure Browser installation:
    ---------------------------------------------------------

    By commandline batch
    - copy the DebugBuildLogging folder to your pc
    - launch Enable_Logging.bat as administrator

    Manually
    - copy the .avast folder to yout user folder (c:\Users\yourname)
    - create c:\BrowserLogs folder
    - copy AvastBrowserUpdate.ini to the root of c:\

    What components are logging:
    - Installer: jsis installer avast_secure_browser_*.exe
    - Omaha: The AvastBrowserUpdate.exe process


    Once you have followed those instructions, please attempt to reinstall the browser.
    If it succeeds you can disable logging by running Disable_Logging.bat.
    If it fails, please zip up the folder c:\BrowserLogs and attach that zip file here.

    I hope this helps.

    -thermo
    [/list]
    « Last Edit: November 06, 2019, 11:42:30 AM by thermoduric »
    - thermoduric
    Senior Software Engineer II (Browser Team)

    Offline bznbisons

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    Re: Avast Safe Browser will not install
    « Reply #13 on: November 08, 2019, 02:30:37 AM »
    Thanks Thermo

    I will try it this weekend


    Offline 3guesses

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    Re: Avast Safe Browser will not install
    « Reply #14 on: November 11, 2019, 04:44:22 PM »
    I too am having a problem re-installing ASB - this is what I posted on https://forum.avast.com/index.php?topic=226983.45:

    OK, well I've tried several times to re-install and each time, after re-installation, ASB does not work: it is running (16 AvastBrowser.exe processes in Task Manager) some of which are keeping the CPU busy so that it is running at ~80%.  But the application's window is invisible - if I switch to it and press Alt-Space I just get a floating window menu (Restore, Move, Size, etc).  If I close it, CPU drops back to 0-5%.

    Honestly, I've never had so many problems with a piece of commercial software.