[RESOLVED] Both Smart and Deep Scan Fail

[drake145]

Hi,
could you please send us a crash report?

Thanks

Hi Lukas,

How do we send a crash report? I am looking through the interface and there is no obvious "send crash report" button.

I have attached a screenshot of what the failure looks like.

As other posted, it began yesterday, and it seems the failures persists across the following virus definitions (i've initiated both smart and deep scans with them):
20080802
20080804
20080902

[candylovergirl]

 

My scan is stuck in 1% 

[ddabrahim]

It doesn't`t crash but the scan stuck at 1% as the others mentioned above.
I did find some log files at Computer/Library/Logs/Avast
I have deleted all of them and run a scan.

After a failed attempt of a smart scan I got the following logs in that folder:

submit.log is empty

scan_helper.log:

Code: [Select]

2020-08-09 15:54:02.153+0100 [ 3221:  8ad0] WARNING scanner: error on client connection 0
2020-08-09 15:54:02.153+0100 [ 3221:  8ad0] ...     scanner: connection closed
2020-08-09 15:54:23.835+0100 [ 3221:  8ad0] WARNING scanner: error on client connection 0
2020-08-09 15:54:23.835+0100 [ 3221:  8ad0] ...     scanner: connection closed
2020-08-09 15:54:26.995+0100 [ 3221:  8ad0] WARNING server: handler failed
2020-08-09 15:54:26.995+0100 [ 3221:  8ad0] ...     server: connection closed
daemon.log:

Code: [Select]

2020-08-09 15:53:38.559+0100 [ 2654:  8034] NOTICE  main: Starting daemon.
2020-08-09 15:53:40.313+0100 [ 2654:  8034] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:53:49.344+0100 [ 2954:  847c] NOTICE  main: Starting daemon.
2020-08-09 15:53:51.191+0100 [ 2954:  847c] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:54:00.235+0100 [ 3441:  8eef] NOTICE  main: Starting daemon.
2020-08-09 15:54:02.116+0100 [ 3441:  8eef] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:54:11.164+0100 [ 3539:  92a0] NOTICE  main: Starting daemon.
2020-08-09 15:54:12.963+0100 [ 3539:  92a0] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:54:22.013+0100 [ 3540:  9376] NOTICE  main: Starting daemon.
2020-08-09 15:54:23.806+0100 [ 3540:  9376] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:54:32.850+0100 [ 3546:  9495] NOTICE  main: Starting daemon.
2020-08-09 15:54:34.597+0100 [ 3546:  9495] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:54:43.643+0100 [ 3558:  9624] NOTICE  main: Starting daemon.
2020-08-09 15:54:45.428+0100 [ 3558:  9624] NOTICE  engine: Loaded VPS #20080902
Hope it helps.

[lukas.hasik]

We are working on a fix which should be delivered with next update of virus definitions. ETA +4 hours from now.

We are truly sorry for the inconvenience caused by this issue. Thank you for helping us with the resolution! Your posts, logs and support packages allowed us to find, isolate and fix the issue within hours.

[drake145]

We are working on a fix which should be delivered with next update of virus definitions. ETA +4 hours from now.

We are truly sorry for the inconvenience caused by this issue. Thank you for helping us with the resolution! Your posts, logs and support packages allowed us to find, isolate and fix the issue within hours.

Lukas,

Thanks for the update.

[megalodon99]

Avast (Common log) (Mac OS X El capitan (10.11.6)
Yesterday to Today (Central European Time).


2020-08-08 20:33:45.064 [Info] [SharedKit] [AccountProvider.swift:203] > Account status changed
2020-08-08 20:33:45.192 [Info] [Notifications] [APINotificationsListener.swift:29] > Notification service started
2020-08-08 20:35:53.254 [Info] [SharedKit] [GDPRModelWorker.swift:43] > GDPR configuration changed.
2020-08-08 20:35:53.255 [Info] [SharedKit] [GDPRModelWorker.swift:43] > GDPR configuration changed.
2020-08-08 20:36:03.093 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 0.
2020-08-08 20:36:08.501 [Info] [IPMStuff] [IPMDisplayDelegate.swift:82] > Loading IPM content succeeded for ipm type: view. Element: Optional(0)
2020-08-08 20:36:58.307 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 140.
2020-08-08 20:36:59.095 [Error] [IPMStuff] [IPMDisplayDelegate.swift:158] > Loading ipm content failed for ipm type: toaster((0.0, 0.0, 0.0, 0.0), 0.0)
2020-08-08 20:43:22.227 [Info] [SharedKit] [GDPRModelWorker.swift:43] > GDPR configuration changed.
2020-08-08 20:43:22.227 [Info] [SharedKit] [GDPRModelWorker.swift:43] > GDPR configuration changed.
2020-08-08 20:43:41.478 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 0.
2020-08-08 20:43:47.334 [Info] [IPMStuff] [IPMDisplayDelegate.swift:82] > Loading IPM content succeeded for ipm type: view. Element: Optional(0)
2020-08-08 21:12:59.900 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 0.
2020-08-08 21:13:01.170 [Info] [IPMStuff] [IPMDisplayDelegate.swift:82] > Loading IPM content succeeded for ipm type: view. Element: Optional(0)
2020-08-08 23:55:32.508 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 0.
2020-08-08 23:55:34.306 [Info] [IPMStuff] [IPMDisplayDelegate.swift:82] > Loading IPM content succeeded for ipm type: view. Element: Optional(0)
2020-08-09 00:54:26.075 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 0.
2020-08-09 00:54:27.297 [Info] [IPMStuff] [IPMDisplayDelegate.swift:82] > Loading IPM content succeeded for ipm type: view. Element: Optional(0)
2020-08-09 11:15:32.817 [Info] [SharedKit] [AccountProvider.swift:203] > Account status changed
2020-08-09 11:15:32.833 [Info] [Notifications] [APINotificationsListener.swift:29] > Notification service started
2020-08-09 11:16:09.402 [Info] [IPMStuff] [IPMService.swift:308] > Promo event arrived: unsecuredWifi
2020-08-09 11:16:10.491 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 109.
2020-08-09 11:16:11.433 [Error] [IPMStuff] [IPMDisplayDelegate.swift:158] > Loading ipm content failed for ipm type: toaster((0.0, 0.0, 0.0, 0.0), 0.0)
2020-08-09 11:19:41.480 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 140.
2020-08-09 11:19:42.059 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 0.
2020-08-09 11:19:42.371 [Error] [IPMStuff] [IPMDisplayDelegate.swift:158] > Loading ipm content failed for ipm type: toaster((0.0, 0.0, 0.0, 0.0), 0.0)
2020-08-09 11:19:44.222 [Info] [IPMStuff] [IPMService.swift:308] > Promo event arrived: unsecuredWifi
2020-08-09 11:19:44.857 [Info] [IPMStuff] [IPMDisplayDelegate.swift:82] > Loading IPM content succeeded for ipm type: view. Element: Optional(0)
2020-08-09 11:19:45.507 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 109.
2020-08-09 11:19:45.668 [Error] [IPMStuff] [IPMDisplayDelegate.swift:158] > Loading ipm content failed for ipm type: toaster((0.0, 0.0, 0.0, 0.0), 0.0)
2020-08-09 11:19:50.713 [Info] [IPMStuff] [IPMService.swift:308] > Promo event arrived: unsecuredWifi
2020-08-09 11:19:51.489 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 109.
2020-08-09 11:19:52.190 [Error] [IPMStuff] [IPMDisplayDelegate.swift:158] > Loading ipm content failed for ipm type: toaster((0.0, 0.0, 0.0, 0.0), 0.0)
2020-08-09 19:21:45.310 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 0.
2020-08-09 19:21:45.349 [Error] [IPMStuff] [IPMDisplayDelegate.swift:158] > Loading ipm content failed for ipm type: view
2020-08-09 19:22:03.010 [Info] [IPMStuff] [IPMService.swift:308] > Promo event arrived: unsecuredWifi
2020-08-09 19:22:05.473 [Info] [IPMStuff] [IPMService.swift:120] > Request for IPM element 109.
2020-08-09 19:22:06.046 [Error] [IPMStuff] [IPMDisplayDelegate.swift:158] > Loading ipm content failed for ipm type: toaster((0.0, 0.0, 0.0, 0.0), 0.0)
 

[megalodon99]

Thanks for the help Lukas

[lukas.hasik]

This issue should be fixed now. Please make sure that you have the latest VPS (virus definitions) - Avast tray icon (or app menu) and "Check for updates".

[megalodon99]

Everything seems correct right now, Thanks Lukas and Avast team!
Have a nice day .