Author Topic: Avast Small Office Protection - only File Core Shield working  (Read 683 times)

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Offline developer

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Avast Small Office Protection - only File Core Shield working
« on: August 05, 2022, 03:45:15 AM »
Hi,

We're having issues with Small Office Protection for Mac 15.1. File Shield starts ok, but Web Field, Email Shield, and Real Site can not be started and the following error is displayed: "We're sorry. There is some problem on our side. We'll fix it as soon as possible".

Also have found this in Console:

Process:               com.avast.Antivirus.SystemExtension [320]
Path:                  /Library/SystemExtensions/*/com.avast.Antivirus.SystemExtension
Identifier:            com.avast.Antivirus.SystemExtension
Version:               ???
Code Type:             X86-64 (Native)
Parent Process:        launchd [1]
Responsible:           com.avast.Antivirus.SystemExtension [320]
User ID:               0

Date/Time:             2022-08-02 10:26:54.961 +1000
OS Version:            macOS 11.4 (20F71)
Report Version:        12
Anonymous UUID:        90DDA18D-5271-2F75-B923-BB8E37D94568


Time Awake Since Boot: 290 seconds

System Integrity Protection: enabled

Crashed Thread:        Unknown

Exception Type:        EXC_CRASH (Code Signature Invalid)
Exception Codes:       0x0000000000000000, 0x0000000000000000
Exception Note:        EXC_CORPSE_NOTIFY

Termination Reason:    Namespace CODESIGNING, Code 0x1

kernel messages:

VM Regions Near 0 (cr2):
-->
    mapped file                 10d122000-10d176000    [  336K] r-x/r-x SM=COW  Object_id=1ec5a6d5

Backtrace not available

Unknown thread crashed with X86 Thread State (64-bit):
  rax: 0x0000000000000000  rbx: 0x0000000000000000  rcx: 0x0000000000000000  rdx: 0x0000000000000000
  rdi: 0x0000000000000000  rsi: 0x0000000000000000  rbp: 0x0000000000000000  rsp: 0x00007ffee2addc68
   r8: 0x0000000000000000   r9: 0x0000000000000000  r10: 0x0000000000000000  r11: 0x0000000000000000
  r12: 0x0000000000000000  r13: 0x0000000000000000  r14: 0x0000000000000000  r15: 0x0000000000000000
  rip: 0x00000001115e1000  rfl: 0x0000000000000200  cr2: 0x0000000000000000
 
Logical CPU:     0
Error Code:      0x00000000
Trap Number:     0

Unknown thread instruction stream not available.

Unknown thread last branch register state not available.


Binary images description not available


External Modification Summary:
  Calls made by other processes targeting this process:
    task_for_pid: 0
    thread_create: 0
    thread_set_state: 0
  Calls made by this process:
    task_for_pid: 0
    thread_create: 0
    thread_set_state: 0
  Calls made by all processes on this machine:
    task_for_pid: 0
    thread_create: 0
    thread_set_state: 0

VM Region Summary:
Writable regions: Total=8400K written=0K(0%) resident=0K(0%) swapped_out=0K(0%) unallocated=8400K(100%)
 
                                VIRTUAL   REGION
REGION TYPE                        SIZE    COUNT (non-coalesced)
===========                     =======  =======
STACK GUARD                       56.0M        1
Stack                             8192K        1
VM_ALLOCATE                          8K        2
VM_ALLOCATE (reserved)             228K        3         reserved VM address space (unallocated)
mapped file                       1372K        7
===========                     =======  =======
TOTAL                             65.6M       14
TOTAL, minus reserved VM space    65.3M       14

This is the second time it appears to have crashed. How do we fix? Also why can we not update to 15.2?

Thanks

Offline kyle.w

  • Avast team
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Re: Avast Small Office Protection - only File Core Shield working
« Reply #1 on: August 11, 2022, 09:35:56 PM »
Hello,

There are a number of things that could cause the the web an mail shields to fail to start. If there is another application on the device that is interacting with the system in the same manner as those components, it could cause a conflict that would result in a service or system crash. I would like to take a look at Avast logs from the device. To provide me with the data, please open the Avast UI on the affected device > select "Avast Business" at the top of the screen > select support > select generate support package. When generating a support package, please input your email address. After running the support tool, please submit a support ticket using the the following form: https://www.avast.com/en-us/business-support-contact#pc When submitting the support ticket, please address the ticket to Kyle and include the email address used when running the support tool. I will review the data in the logs and provide you with the findings via an email reply using the submitted support ticket.

Thank you,
Kyle