cannot update

[rronaldson]

I think I've done everything suggested in earlier posts. These are the last page of each of the logs you have requested. Server problems seem to feature largely in the problems. I did download and replace the servers.def file earlier as was suggested.

C:\Program Files\Alwil Software\Avast4\DATA\log\Setup.log
..........................................................
21.01.2007   12:53:42.000   1169384022   general   SelectCurrent: selected server 'Download96 AVAST server' from 'main'
21.01.2007   12:53:42.000   1169384022   package   GetPackages - set proxy for inet
21.01.2007   12:53:42.000   1169384022   internet   SYNCER: Type: no proxy
21.01.2007   12:53:42.000   1169384022   internet   SYNCER: Auth: no authentication
21.01.2007   12:53:44.000   1169384024   package   ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002
21.01.2007   12:53:44.000   1169384024   general   InvalidateCurrent: invalidated server 'Download96 AVAST server' from 'main'
21.01.2007   12:53:44.000   1169384024   general   SelectCurrent: selected server 'Download31 AVAST server' from 'main'
21.01.2007   12:53:44.000   1169384024   package   GetPackages - set proxy for inet
21.01.2007   12:53:44.000   1169384024   internet   SYNCER: Type: no proxy
21.01.2007   12:53:44.000   1169384024   internet   SYNCER: Auth: no authentication
21.01.2007   12:53:47.000   1169384027   package   ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002
21.01.2007   12:53:47.000   1169384027   general   InvalidateCurrent: invalidated server 'Download31 AVAST server' from 'main'
21.01.2007   12:53:47.000   1169384027   general   SelectCurrent: selected server 'Download93 AVAST server' from 'main'
21.01.2007   12:53:47.000   1169384027   package   GetPackages - set proxy for inet
21.01.2007   12:53:47.000   1169384027   internet   SYNCER: Type: no proxy
21.01.2007   12:53:47.000   1169384027   internet   SYNCER: Auth: no authentication
21.01.2007   12:53:49.000   1169384029   package   ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002
21.01.2007   12:53:49.000   1169384029   general   InvalidateCurrent: invalidated server 'Download93 AVAST server' from 'main'
21.01.2007   12:53:49.000   1169384029   general   SelectCurrent: unable to find any suitable server in 'main'
21.01.2007   12:53:49.000   1169384029   internet   tried 100 servers to get file 'servers.def.vpu', but failed (0x00000002)
21.01.2007   12:53:49.000   1169384029   file   GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP\_av_proI.tm~a03400\onefile, servers.def.vpu, error: 0x00000002
21.01.2007   12:53:49.000   1169384029   package   Download servers.def, servers.def.vpu failed with error 0x00000002.
21.01.2007   12:53:49.000   1169384029   package   ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002
21.01.2007   12:53:49.000   1169384029   package   ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002
21.01.2007   12:53:49.000   1169384029   general   InvalidateCurrent: invalidated server 'Download93 AVAST server' from 'main'
21.01.2007   12:53:49.000   1169384029   general   SelectCurrent: unable to find any suitable server in 'main'
21.01.2007   12:53:49.000   1169384029   internet   tried 1 servers to get file 'servers.def', but failed (0x00000002)
21.01.2007   12:53:49.000   1169384029   file   GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP\_av_proI.tm~a03400\onefile, servers.def, error: 0x00000002
21.01.2007   12:53:49.000   1169384029   package   Tried to download servers.def but failed with error 0x00000002.
21.01.2007   12:53:49.000   1169384029   general   Err:The system cannot find the file specified.
21.01.2007   12:53:50.000   1169384030   package   Transferred files: 0
21.01.2007   12:53:50.000   1169384030   package   Transferred bytes: 0
21.01.2007   12:53:50.000   1169384030   package   Transfer time: 0 ms
21.01.2007   12:53:50.000   1169384030   file   NeedReboot=false
21.01.2007   12:53:50.000   1169384030   general   Return code: 0x00000002 [The system cannot find the file specified.]
21.01.2007   12:53:50.000   1169384030   general   Stopped: 21.01.2007, 12:53:50

C:\Program Files\Alwil Software\Avast4\Setup\setup.log
...................................................................
12:53:42 dbg/int  while trying to get file 'servers.def.vpu', error 0x00000002 has occured, try 97
12:53:44 min/pkg  ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002
12:53:44 nrm/gen  InvalidateCurrent: invalidated server 'Download96 AVAST server' from 'main'
12:53:44 nrm/gen  SelectCurrent: selected server 'Download31 AVAST server' from 'main'
12:53:44 min/pkg  GetPackages - set proxy for inet
12:53:44 nrm/int  SYNCER: Type: no proxy
12:53:44 nrm/int  SYNCER: Auth: no authentication
12:53:44 dbg/int  while trying to get file 'servers.def.vpu', error 0x00000002 has occured, try 98
12:53:47 min/pkg  ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002
12:53:47 nrm/gen  InvalidateCurrent: invalidated server 'Download31 AVAST server' from 'main'
12:53:47 nrm/gen  SelectCurrent: selected server 'Download93 AVAST server' from 'main'
12:53:47 min/pkg  GetPackages - set proxy for inet
12:53:47 nrm/int  SYNCER: Type: no proxy
12:53:47 nrm/int  SYNCER: Auth: no authentication
12:53:47 dbg/int  while trying to get file 'servers.def.vpu', error 0x00000002 has occured, try 99
12:53:49 min/pkg  ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002
12:53:49 nrm/gen  InvalidateCurrent: invalidated server 'Download93 AVAST server' from 'main'
12:53:49 min/gen  SelectCurrent: unable to find any suitable server in 'main'
12:53:49 dbg/int  while trying to get file 'servers.def.vpu', error 0x00000002 has occured, try 100
12:53:49 min/int  tried 100 servers to get file 'servers.def.vpu', but failed (0x00000002)
12:53:49 min/fil  GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP\_av_proI.tm~a03400\onefile, servers.def.vpu, error: 0x00000002
12:53:49 min/pkg  Download servers.def, servers.def.vpu failed with error 0x00000002.
12:53:49 min/pkg  ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002
12:53:49 min/pkg  ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002
12:53:49 nrm/gen  InvalidateCurrent: invalidated server 'Download93 AVAST server' from 'main'
12:53:49 min/gen  SelectCurrent: unable to find any suitable server in 'main'
12:53:49 dbg/int  while trying to get file 'servers.def', error 0x00000002 has occured, try 1
12:53:49 min/int  tried 1 servers to get file 'servers.def', but failed (0x00000002)
12:53:49 min/fil  GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP\_av_proI.tm~a03400\onefile, servers.def, error: 0x00000002
12:53:49 min/pkg  Tried to download servers.def but failed with error 0x00000002.
12:53:49 min/gen  Err:The system cannot find the file specified.
12:53:50 nrm/pkg  Transferred files: 0
12:53:50 nrm/pkg  Transferred bytes: 0
12:53:50 nrm/pkg  Transfer time: 0 ms
12:53:50 vrb/fil  NeedReboot=false
12:53:50 min/gen  Return code: 0x00000002 [The system cannot find the file specified.]
12:53:50 min/gen  Stopped: 21.01.2007, 12:53:50

[Lisandro]

I think I've done everything suggested in earlier posts.
I did download and replace the servers.def file earlier as was suggested.

If you did not say that, I'll ask you because it seems that there is a problem with servers.def.
If you open that file into Notepad, will you see a long list of servers that avast uses to update?
Did you change any setting (access rights) to C:\WINDOWS\TEMP\ folder?
Can you clean all _av_proI.tm~a03400 and any other temporary avast folder there?

[rronaldson]

I had a look in servers.def and it looks like you said.  The only thing in Windows/temp/_avast4_ is a file called Webshlock.txt but I cannot do anything with that as it's "being used by another program". I haven't done anything regarding access rights or anything else for Windows/temp.

[Lisandro]

I know it will take some time, but can you search the board for 0x00000002 keyword and try to find any solution to your problem?
It's strange, some computers refuse to update... others, the lucky ones, have not a problem...

[alanrf]

If you read the log, it say very clearly that avast had a perfectly good servers.def file to start with that contained 100 servers.  You will note in the first part of the log posted that avast (as always in these 0x00000002 errors) cannot create files in the Windows temporary file directory. 

That suggests that some other process is blocking avast from creating the temporary files it needs.

This is plain clear and simple not not a connectivity problem.

So we really need to be looking at things that could be the "block" to avast creating the temporary files.

The very strange thing about this incident is that we know that avast could write to the Windows temporary folder at startup because it created the Webshlock.txt then.  avast is writing to the temporary folder all the time during normal surfing with the Webshield active.  So how come only the avast update process (apparently) cannot create temporary files in the middle of normal system processing?

I really think we need some thought from the avast team on better ways to further diagnose a problem like this.   
 

[Lisandro]

I really think we need some thought from the avast team on better ways to further diagnose a problem like this.

Me too... but seems they're not following updating threads...  :'(

[Forejt]

Hi,
try again avast settings - update (connection) - proxy, and select Direct connection, press OK and try update again.

Also you can try changing update service's login account, follow this:
1)open services control panel (e.g. Start->Run, and type
"services.msc")
2)double-click on avast! iAVS4 Control Service to show properties
3)switch to LogOn page
4)enter administrator account name and password
5)do the same for avast! Antivirus service

Then start update again.

Please send complete file setup.log to my email.

[Lisandro]

but seems they're not following updating threads...  :'(

Oopss... I need to bite my tongue 

[rronaldson]

Also you can try changing update service's login account, follow this:
1)open services control panel (e.g. Start->Run, and type
"services.msc")
2)double-click on avast! iAVS4 Control Service to show properties
3)switch to LogOn page
4)enter administrator account name and password
5)do the same for avast! Antivirus service

Tried this but got confused about what was the administrator account name and password. Anyway after that it wouldn't run at all; it had the little "no go" symbol on the systray icon. Sure enough it was the name/password so I set it back to Auto Logon and rebooted and shortly after boot I got the blue pop-up to say that an update had been successful. So it's working again now. Very odd but I'm not complaining 

Thanks everybody for all the helpful suggestions.

[alanrf]

Like I said - definitely not a connection issue.

By the way - I'm not surprised that the issue "went away".  That is also part of the pattern of this error.  Unfortunately, it also seems to be part of the pattern for some users that it will come back again.

That is why we need some better diagnostic guidance for when the problem exists.