Err:The package is broken

[captpixel]

I have been studying this forum all day and can't find an answer. There are numerous entries about the error message 'Err:The package is broken' but nothing gives me a solution.

When I booted up this morning I recieved the Red Notification Banner telling me that AVAST could not access the Internet.
After the boot had completed and I could see that I did have internet access so I right clicked on the 'AVAST Updating/iAVS Update' menu item. My VISTA User Account Control came up to get my permission to allow the upgrade to proceed. I then got the Avast! Antivirus Setup Error Window saying: 'The package is broken' View log message.

This is the last log:
30.05.2008 21:32:59 general: Started: 30.05.2008, 21:32:59
30.05.2008 21:32:59 general: Running setup_av_pro-4b1 (1201)
30.05.2008 21:32:59 system: Operating system: Windows Vista ver 6.0, build 6001, sp 1.0 [Service Pack 1]
30.05.2008 21:32:59 system: Memory: 52% load. Phys:985636/2094864K free, Page:2819136/4194303K free,
Virt:2030128/2097024K free
30.05.2008 21:32:59 system: Computer WinName: MIKESDESKTOP
30.05.2008 21:32:59 system: Windows Net User: Mikesdesktop\Michael
30.05.2008 21:32:59 general: Cmdline: /downloadpkgs /noreboot /updatevps /silent /progress 
30.05.2008 21:32:59 general: DldSrc set to inet
30.05.2008 21:32:59 general: Operation set to INST_OP_UPDATE_GET_PACKAGES
30.05.2008 21:32:59 general: Old version: 4b1 (1201)
30.05.2008 21:32:59 system: Using temp: C:\Users\Michael\AppData\Local\Temp\_av_proI.tm~a07964 (37470M free)
30.05.2008 21:32:59 general: SGW32P::CheckIfInstalled set m_bAlreadyInstalled to 1
30.05.2008 21:32:59 internet: SYNCER: Agent=Syncer/4.80 (av_pro-1201;p)
30.05.2008 21:32:59 system: Computer DnsName: Mikesdesktop
30.05.2008 21:32:59 system: Computer Ip Addr: 192.168.1.120
30.05.2008 21:32:59 system: Installed in: C:\Program Files\Alwil Software\Avast4 (37470M free)
30.05.2008 21:32:59 internet: SYNCER: Type: use IE settings
30.05.2008 21:32:59 internet: SYNCER: Auth: another authentication, use WinInet
30.05.2008 21:32:59 package: Part prg_av_pro-4b1 is installed
30.05.2008 21:32:59 package: Part vps-8053000 is installed
30.05.2008 21:32:59 package: Part news-4b is installed
30.05.2008 21:32:59 package: Part setup_av_pro-4b1 is installed
30.05.2008 21:32:59 package: Part jrog-3c is installed
30.05.2008 21:32:59 general: Old version: 4b1 (1201)
30.05.2008 21:33:01 file: SetExistingFilesBitmap: 1054->160->160
30.05.2008 21:33:01 general: GUID: f47d1cc5-d076-4372-9c2b-adc23af984a3
30.05.2008 21:33:01 general: Server definition(s) loaded for 'main': 183 (maintenance:0)
30.05.2008 21:33:01 general: SelectCurrent: selected server 'Download961 AVAST Server' from 'main'
30.05.2008 21:33:01 internet: SYNCER: Type: use IE settings
30.05.2008 21:33:01 internet: SYNCER: Auth: another authentication, use WinInet
30.05.2008 21:33:01 general: Entered SetupProcessPro::Do( INST_OP_UPDATE_GET_PACKAGES )
30.05.2008 21:33:01 general: Entered SetupProcessWin32Avast::Do( INST_OP_UPDATE_GET_PACKAGES )
30.05.2008 21:33:01 general: Entered SetupProcessWin32::Do( INST_OP_UPDATE_GET_PACKAGES )
30.05.2008 21:33:01 general: Entered SetupProcess::Do( INST_OP_UPDATE_GET_PACKAGES )
30.05.2008 21:33:01 general: progress thread start
30.05.2008 21:33:01 internet: SYNCER: Agent=Syncer/4.80 (av_pro-1201;p)
30.05.2008 21:33:01 internet: Used server: http://download961.avast.com/iavs4x
30.05.2008 21:33:01 internet: Used server: http://download961.avast.com/iavs4x
30.05.2008 21:33:01 file: GetFileWithRetry: servers.def.vpu downloaded .
30.05.2008 21:33:01 file: GetNewerStampedFile:DSA_FileVerify
(C:\Users\Michael\AppData\Local\Temp\_av_proI.tm~a07964\onefile), error: 0x2000000B
30.05.2008 21:33:01 package: Download servers.def, servers.def.vpu failed with error 0x20000011.
30.05.2008 21:33:01 internet: Used server: http://download961.avast.com/iavs4x
30.05.2008 21:33:01 internet: Used server: http://download961.avast.com/iavs4x
30.05.2008 21:33:01 file: GetFileWithRetry: servers.def downloaded .
30.05.2008 21:33:01 file: GetNewerStampedFile:DSA_FileVerify
(C:\Users\Michael\AppData\Local\Temp\_av_proI.tm~a07964\onefile), error: 0x2000000B
30.05.2008 21:33:01 package: Tried to download servers.def but failed with error 0x20000011.
30.05.2008 21:33:02 general: Err:The package is broken

I have uninstalled and reinstalled many times. I have now run out of options. (and patience)
Can anyone help me pleeeese?  :'(

[rassel]

Are you using dial-up internet connection?

Can you download again the avast installer and before that uninstall avast with avast uninstaller

[DavidR]

I have been studying this forum all day and can't find an answer. There are numerous entries about the error message 'Err:The package is broken' but nothing gives me a solution.
<snip>

Before trying a reinstall, try a repair of avast. Add Remove programs, select 'avast! Anti-Virus,' click the Change/Remove button and scroll down to Repair, click next and follow.

[captpixel]

I tried to repair but got the message: ' Error processing package please use full update.'
I tried the full update and got the now familiar 'The package is broken'.
I Uninstalled AVAST and following a reboot deleted the AVAST program folder and using PCTools Registry Mechanic cleaned up any remaining AVAST clutter from the registry and then reinstalled. Same problems!
If I had any hair I would pull it out now!

[Lisandro]

Can you try an installation from the scratch?

1. Uninstall avast from Control Panel first.
2. Boot.
3. Download the latest version of Avast Uninstall and use it for complete uninstallation.
4. Boot.
5. Install again the last avast! version.
6. Boot.
7. Check and post the results.

Which was your old antivirus, the one before avast?

[kubecj]

The function responsible for the verification of the downloaded files failed. Either the files are downloaded mangled or your computer is computing them in a incorrect way.

You may download MemTest http://www.memtest.org/, burn the cd, boot from it and let the computer test for few hours to verify if your memory/cpu operations are performed fine.

[captpixel]

SUCCESS!
I found the problem in PCTools Firewall and removed it and now all is OK.
Thanks for everyones help. It is to bad that the rest of the world can't get along like we can and help each other instead of hurting each other.
take care everyone.
Mike

[DavidR]

What exactly was the problem ?
The answer could help others.

[mrag]

(I am brand new here and pre apologize if this is not appropriate, but since I had a similar "problem"....)

I have Vista SP1 and removed AVG7.5 before installing Avast 4.8 last night. At some point during the install, I was asked if I wanted something checked (sorry, the mind is old and feeble).  I said yes, screen went black and there was some testing going on. I left and came back three hours later, my system was frozen with black screen. I forced a shut down, on restart got message that Windows did not shut down "normally." I did "normal" restart and then went to click on the Avast i icon. At that point I got the small window pop up cryptically saying "The Package is broken." I just clicked on some other Avast selection boxes, rebooted and so far, no more "Package is broken." I did not do a new download or "repair." I did not get the "something checked" message when I installed Avast on my wife's laptop.

In other words I don't know what I did to cause it or fix it. Perhaps someone can use these pieces though to come up with a real explanation if the issue keeps coming up. I wish I could offer more details. Otherwise, great program. 

[Lisandro]

I wish I could offer more details. Otherwise, great program. 

If you want us to troubleshoot, please, post the last 200-250 lines of avast log: C:\Program Files\Alwil Software\Avast4\DATA\log\Setup.log
Anyway, glad you have it working

[mrag]

Per your suggestion, here is the final section of the "log." (I had to delete some stuff in the middle as I exceeded th 10,000 length) I can't really understand the log, but it seems I must have installed Avast around 3:00 and it did its "check something" around 3:13 with the 'black screen. I must have tried to do something with the program at about 8:39 when the log starts again. Can you tell I don't understand a lot of this    Thanks for any feedback.


04.06.2008   03:13:46.000   1212563626   package   LoadProductVpu: C:\Program Files\Alwil Software\Avast4\Setup\prod-av_pro.vpu
04.06.2008   03:13:46.000   1212563626   package   ERROR: Unable to verify prod-av_pro.vpu, error 0x2000000B
04.06.2008   03:13:46.000   1212563626   general   Err:The package is broken.
04.06.2008   03:14:23.000   1212563663   package   Transferred: files 2, bytes 20, time 437 ms
04.06.2008   03:14:23.000   1212563663   package   Retries: total 0, files 0, servers 2
04.06.2008   03:14:23.000   1212563663   package   Submit: files 0, bytes 0, time 0 ms
04.06.2008   03:14:23.000   1212563663   package   Submit success: files 0, bytes 0, time 0 ms
04.06.2008   03:14:23.000   1212563663   internet   Sending stats 'http://download936.avast.com/cgi-bin/iavs4stats.cgi': 00000000 204
04.06.2008   03:14:23.000   1212563663   file   NeedReboot=false
04.06.2008   03:14:23.000   1212563663   general   Return code: 0x20000011 [The package is broken.]
04.06.2008   03:14:23.000   1212563663   general   Stopped: 04.06.2008, 03:14:23


04.06.2008   08:39:49.000   1212583189   general   Started: 04.06.2008, 08:39:49
04.06.2008   08:39:49.000   1212583189   general   Running setup_av_pro-4b1 (1201)
04.06.2008   08:39:49.000   1212583189   system   Operating system: Windows Vista ver 6.0, build 6001, sp 1.0 [Service Pack 1]
04.06.2008   08:39:49.000   1212583189   system   Memory: 69% load. Phys:276896/915212K free, Page:1228684/2099328K free, Virt:2031140/2097024K free
04.06.2008   08:39:49.000   1212583189   system   Computer WinName: VICKY-PC
04.06.2008   08:39:49.000   1212583189   system   Windows Net User: SYSTEM
04.06.2008   08:39:49.000   1212583189   general   Cmdline: /downloadpkgs /noreboot /updatevps /verysilent  /limitcpu 
04.06.2008   08:39:49.000   1212583189   general   DldSrc set to inet
04.06.2008   08:39:49.000   1212583189   general   Operation set to INST_OP_UPDATE_GET_PACKAGES
04.06.2008   08:39:49.000   1212583189   general   Old version: 4b1 (1201)
04.06.2008   08:39:49.000   1212583189   system   Using temp: C:\Windows\TEMP\_av_proI.tm~a01956 (265178M free)
04.06.2008   08:39:49.000   1212583189   general   SGW32P::CheckIfInstalled set m_bAlreadyInstalled to 1
04.06.2008   08:39:49.000   1212583189   internet   SYNCER: Agent=Syncer/4.80 (av_pro-1201;p)
04.06.2008   08:39:49.000   1212583189   system   Computer DnsName: Vicky-PC
04.06.2008   08:39:49.000   1212583189   system   Computer Ip Addr: 192.168.0.4
04.06.2008   08:39:49.000   1212583189   system   Installed in: C:\Program Files\Alwil Software\Avast4 (265178M free)
04.06.2008   08:39:49.000   1212583189   internet   SYNCER: Type: use IE settings
04.06.2008   08:39:49.000   1212583189   internet   SYNCER: Auth: another authentication, use WinInet



04.06.2008   08:40:27.000   1212583227   package   LoadPartInfo: vps = vps-8060401 returned 00000000
04.06.2008   08:40:27.000   1212583227   package   LoadProductVpu: C:\Program Files\Alwil Software\Avast4\Setup\prod-av_pro.vpu ended with 00000000
04.06.2008   08:40:27.000   1212583227   package   LoadPartVpu: Loading 'part-prg_av_pro-4b1.vpu' returned 00000000
04.06.2008   08:40:27.000   1212583227   package   LoadPartVpu: Loading 'part-vps-8060401.vpu' returned 00000000
04.06.2008   08:40:27.000   1212583227   package   LoadPartVpu: Loading 'part-news-4b.vpu' returned 00000000
04.06.2008   08:40:27.000   1212583227   package   LoadPartVpu: Loading 'part-setup_av_pro-4b1.vpu' returned 00000000
04.06.2008   08:40:27.000   1212583227   package   WARN:LoadPartVpu ended on no pInfo
04.06.2008   08:40:27.000   1212583227   package   LoadPartVpu: Loading 'part-jrog-3d.vpu' returned 00000000
04.06.2008   08:40:27.000   1212583227   package   FilterOutExistingFiles: 154 & 154 = 0
04.06.2008   08:40:27.000   1212583227   package   FilterOutExistingFiles: 154 & 154 = 0
04.06.2008   08:40:27.000   1212583227   package   IsFullOkay: vps-8060400.vpu - is okay
04.06.2008   08:40:27.000   1212583227   package   IsFullOkay: vpsm-8060401.vpu - is okay
04.06.2008   08:40:27.000   1212583227   package   ArePartsInstallable: 1
04.06.2008   08:40:52.000   1212583252   package   vps: updated [8060401]
04.06.2008   08:40:52.000   1212583252   file   Fix security on: C:\Program Files\Alwil Software\Avast4\*.*
04.06.2008   08:40:53.000   1212583253   file   Fix security on: C:\Program Files\Alwil Software\Avast4\ENGLISH\*.*
04.06.2008   08:40:53.000   1212583253   file   Fix security on: C:\Program Files\Alwil Software\Avast4\ENGLISH\HELP\*.*
04.06.2008   08:40:53.000   1212583253   file   Fix security on: C:\Program Files\Alwil Software\Avast4\ENGLISH\HtmlData\*.*
04.06.2008   08:40:53.000   1212583253   file   Fix security on: C:\Program Files\Alwil Software\Avast4\images\*.*
04.06.2008   08:40:53.000   1212583253   system   RemoveFileAcess(C:\Windows\system32\OleAcc.dll), SetNamedSecurityInfo returned 0x00000005
04.06.2008   08:40:53.000   1212583253   system   RemoveFileAcess(C:\Windows\system32\psapi.dll), SetNamedSecurityInfo returned 0x00000005
04.06.2008   08:40:53.000   1212583253   package   Transferred: files 0, bytes 0, time 0 ms
04.06.2008   08:40:53.000   1212583253   package   Retries: total 0, files 0, servers 0
04.06.2008   08:40:53.000   1212583253   file   NeedReboot=false
04.06.2008   08:40:53.000   1212583253   general   Return code: 0x20000000 [Something done]
04.06.2008   08:40:53.000   1212583253   general   Stopped: 04.06.2008, 08:40:53

[Lisandro]

Can you manually update avast?

Can you try to repair your installation?
Go to Control Panel > Add/Remove programs > avast! antivirus > Remove. Then choose Repair function in the popup window (Repair).

Your log seems ok at the end...

[mrag]

When I start my Vista system, everything goes smoothly. A small blue window pops up in the lower right by the "clock" and reads something to the effect my definitions have been updated. On our XP system, the same thing happens although there is a cool wav file that says "you have been updated" or so which I have not found yet in the Avast preferences on Vista. I do not recall setting that up on the XP, it was like a default.

I just tried a manual update (iAVS update) and that reported back I was current (080605-0). I have the twirling blue ball with the "a" and the blue ball with the "i" on both my XP and Vista pc's.

Frankly, I think everything seems to be working so I'm reluctant to try a "repair."  You know the story about if it ain't broke don't fix it. I think I also saw on the Avast site a way to 'test" for a virus so perhaps I should find that and give that a go. It would seem, Avast fixed itself after "The package is broken" message, but I'll leave that to your further help and guidance which is much appreciated.

[Lisandro]

I have not found yet in the Avast preferences on Vista. I do not recall setting that up on the XP, it was like a default.

Program Settings > Update (Basic) > Details

I think everything seems to be working so I'm reluctant to try a "repair."

Repair does not harm, just correct anything wrong or missing.
It does not change your settings.

[mrag]

I went to Control Panel > Programs and selected "repair" for Avast. I saw "VPS" on the screen and in the lower right something about "write access to the registry...." Perhaps a Court Stenographer could have read it and transcribed exactly what it said, I couldn't as it went by too fast. In any event, the bottom line was "product successfully installed" showed on the screen. Good idea, thanks.

As for Program Settings>Update (Basic)>Details I did not see where that would give me the wav file that announces the virus definitions have been updated like it does on my wife's XP system although I suspect we might have been talking about two different things. Clearly not a big deal.

A littlle off the thread here, I have now dealt fairly extensively and directly with two other av suppliers; one very well known commercial company* that is so terrible, it is not worth repeating and one other freeware that all in all was pretty good. I have also been on two different general based Forums with specific threads on av's. So far, my experience with Avast has been great, pleasant and informative. I hope my next biggest hurdle is only figuring out how to register 

* I would completely deny I was talking about Norton, but then I would be lying.