Avast Home Free does not update/uninstall/reinstall.

[Tixx]

Hi, I'm experiencing some annoying problem with Avast recently and wonder if anyone can help me out.

I've reinstalled my XP along with SP3, and installed Avast.

After installation, it has never successfully updated its database, neither auto nor manual worked.

When I clicked on iAVS Update, simply nothing happens.

When I tried to install the manual update, I get this message:
Can't install VPS update. Please, report the following errorcodes:
Ver 4.8.1229
SI: 0x00000002
ST: 0xFFFFFFFF
LE: 0x00000000.

When I tried Add/Remove Program, and clicked Change/Remove, nothing happens.

When I tried to run the setup again, I get this error message:
Setup Selfextract
An error 3 (00000003) has occured.
Last performed operation was:
spawning

My system works totally fine, just Avast not. Any help will be greatly appreciated!

[sded]

What other security software are you/were you running?  There is an Avast! uninstall utility at http://www.avast.com/eng/avast-uninstall-utility.html but could be conflict with current or leftover applications.  Have you had a virus recently?

[Lisandro]

Please, post the last 300-350 lines of avast log: C:\Program Files\Alwil Software\Avast4\DATA\log\Setup.log

[sanketsaan]

I am also facing the same problem. Here are all lines from the setup.log file.

11.11.2008   14:18:07.000   1226393287   general   SelectCurrent: selected server 'Download676 AVAST Server' from 'main'
11.11.2008   14:18:07.000   1226393287   internet   SYNCER: Type: use IE settings
11.11.2008   14:18:07.000   1226393287   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:18:30.000   1226393310   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:18:30.000   1226393310   general   InvalidateCurrent: invalidated server 'Download676 AVAST Server' from 'main'
11.11.2008   14:18:30.000   1226393310   general   SelectCurrent: selected server 'Download910 AVAST Server' from 'main'
11.11.2008   14:18:30.000   1226393310   internet   SYNCER: Type: use IE settings
11.11.2008   14:18:30.000   1226393310   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:18:55.000   1226393335   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:18:55.000   1226393335   general   InvalidateCurrent: invalidated server 'Download910 AVAST Server' from 'main'
11.11.2008   14:18:55.000   1226393335   general   SelectCurrent: selected server 'Download935 AVAST Server' from 'main'
11.11.2008   14:18:55.000   1226393335   internet   SYNCER: Type: use IE settings
11.11.2008   14:18:55.000   1226393335   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:19:19.000   1226393359   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:19:19.000   1226393359   general   InvalidateCurrent: invalidated server 'Download935 AVAST Server' from 'main'
11.11.2008   14:19:19.000   1226393359   general   SelectCurrent: selected server 'Download100 AVAST Server' from 'main'
11.11.2008   14:19:19.000   1226393359   internet   SYNCER: Type: use IE settings
11.11.2008   14:19:19.000   1226393359   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:19:42.000   1226393382   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:19:42.000   1226393382   general   InvalidateCurrent: invalidated server 'Download100 AVAST Server' from 'main'
11.11.2008   14:19:42.000   1226393382   general   SelectCurrent: selected server 'Download211 AVAST Server' from 'main'
11.11.2008   14:19:42.000   1226393382   internet   SYNCER: Type: use IE settings
11.11.2008   14:19:42.000   1226393382   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:20:05.000   1226393405   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:20:05.000   1226393405   general   InvalidateCurrent: invalidated server 'Download211 AVAST Server' from 'main'
11.11.2008   14:20:05.000   1226393405   general   SelectCurrent: selected server 'Download920 AVAST Server' from 'main'
11.11.2008   14:20:05.000   1226393405   internet   SYNCER: Type: use IE settings
11.11.2008   14:20:05.000   1226393405   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:20:07.000   1226393407   internet   tried 10 servers to get file 'servers.def.vpu', but failed (0x20000004)
11.11.2008   14:20:07.000   1226393407   file   GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP\_av_proI.tm~a02092\onefile, servers.def.vpu, error: 0x20000004
11.11.2008   14:20:07.000   1226393407   package   Download servers.def, servers.def.vpu failed with error 0x20000004.
11.11.2008   14:20:28.000   1226393428   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:20:49.000   1226393449   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:20:49.000   1226393449   general   InvalidateCurrent: invalidated server 'Download920 AVAST Server' from 'main'
11.11.2008   14:20:49.000   1226393449   general   SelectCurrent: selected server 'Download203 AVAST Server' from 'main'
11.11.2008   14:20:49.000   1226393449   internet   SYNCER: Type: use IE settings
11.11.2008   14:20:49.000   1226393449   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:21:10.000   1226393470   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:21:10.000   1226393470   general   InvalidateCurrent: invalidated server 'Download203 AVAST Server' from 'main'
11.11.2008   14:21:10.000   1226393470   general   SelectCurrent: selected server 'Download214 AVAST Server' from 'main'
11.11.2008   14:21:10.000   1226393470   internet   SYNCER: Type: use IE settings
11.11.2008   14:21:10.000   1226393470   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:21:33.000   1226393493   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:21:33.000   1226393493   general   InvalidateCurrent: invalidated server 'Download214 AVAST Server' from 'main'
11.11.2008   14:21:33.000   1226393493   general   SelectCurrent: selected server 'Download953 AVAST Server' from 'main'
11.11.2008   14:21:33.000   1226393493   internet   SYNCER: Type: use IE settings
11.11.2008   14:21:33.000   1226393493   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:21:56.000   1226393516   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:21:56.000   1226393516   general   InvalidateCurrent: invalidated server 'Download953 AVAST Server' from 'main'
11.11.2008   14:21:56.000   1226393516   general   SelectCurrent: selected server 'Download932 AVAST Server' from 'main'
11.11.2008   14:21:56.000   1226393516   internet   SYNCER: Type: use IE settings
11.11.2008   14:21:56.000   1226393516   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:22:19.000   1226393539   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:22:19.000   1226393539   general   InvalidateCurrent: invalidated server 'Download932 AVAST Server' from 'main'
11.11.2008   14:22:19.000   1226393539   general   SelectCurrent: selected server 'Download660 AVAST Server' from 'main'
11.11.2008   14:22:19.000   1226393539   internet   SYNCER: Type: use IE settings
11.11.2008   14:22:19.000   1226393539   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:22:42.000   1226393562   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:22:42.000   1226393562   general   InvalidateCurrent: invalidated server 'Download660 AVAST Server' from 'main'
11.11.2008   14:22:42.000   1226393562   general   SelectCurrent: selected server 'Download623 AVAST Server' from 'main'
11.11.2008   14:22:42.000   1226393562   internet   SYNCER: Type: use IE settings
11.11.2008   14:22:42.000   1226393562   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:23:05.000   1226393585   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:23:05.000   1226393585   general   InvalidateCurrent: invalidated server 'Download623 AVAST Server' from 'main'
11.11.2008   14:23:05.000   1226393585   general   SelectCurrent: selected server 'Download212 AVAST Server' from 'main'
11.11.2008   14:23:05.000   1226393585   internet   SYNCER: Type: use IE settings
11.11.2008   14:23:05.000   1226393585   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:23:28.000   1226393608   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:23:28.000   1226393608   general   InvalidateCurrent: invalidated server 'Download212 AVAST Server' from 'main'
11.11.2008   14:23:28.000   1226393608   general   SelectCurrent: selected server 'Download669 AVAST Server' from 'main'
11.11.2008   14:23:28.000   1226393608   internet   SYNCER: Type: use IE settings
11.11.2008   14:23:28.000   1226393608   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:23:52.000   1226393632   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:23:52.000   1226393632   general   InvalidateCurrent: invalidated server 'Download669 AVAST Server' from 'main'
11.11.2008   14:23:52.000   1226393632   general   SelectCurrent: selected server 'Download504 AVAST Server' from 'main'
11.11.2008   14:23:52.000   1226393632   internet   SYNCER: Type: use IE settings
11.11.2008   14:23:52.000   1226393632   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:24:15.000   1226393655   internet   ERROR:HttpGetWininet, catch returned 0x00002EFD
11.11.2008   14:24:15.000   1226393655   general   InvalidateCurrent: invalidated server 'Download504 AVAST Server' from 'main'
11.11.2008   14:24:15.000   1226393655   general   SelectCurrent: selected server 'Download79 AVAST Server' from 'main'
11.11.2008   14:24:15.000   1226393655   internet   SYNCER: Type: use IE settings
11.11.2008   14:24:15.000   1226393655   internet   SYNCER: Auth: another authentication, use WinInet
11.11.2008   14:24:17.000   1226393657   internet   tried 10 servers to get file 'servers.def', but failed (0x20000004)
11.11.2008   14:24:17.000   1226393657   file   GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP\_av_proI.tm~a02092\onefile, servers.def, error: 0x20000004
11.11.2008   14:24:17.000   1226393657   package   Tried to download servers.def but failed with error 0x20000004.
11.11.2008   14:24:17.000   1226393657   package   LoadAllDefs failed 0x20000004
11.11.2008   14:24:17.000   1226393657   general   Err:Cannot connect to download504.avast.com (75.126.53.170:80).
11.11.2008   14:24:17.000   1226393657   package   Transferred: files 22, bytes 0, time 467282 ms
11.11.2008   14:24:17.000   1226393657   package   Retries: total 20, files 2, servers 21
11.11.2008   14:24:17.000   1226393657   package   Submit: files 0, bytes 0, time 0 ms
11.11.2008   14:24:17.000   1226393657   package   Submit success: files 0, bytes 0, time 0 ms
11.11.2008   14:24:38.000   1226393678   internet   Sending stats 'http://download79.avast.com/cgi-bin/iavs4stats.cgi': 20000004 0
11.11.2008   14:24:38.000   1226393678   file   NeedReboot=false
11.11.2008   14:24:38.000   1226393678   general   Return code: 0x20000004 [Cannot connect to download79.avast.com (75.126.53.165:80).]
11.11.2008   14:24:38.000   1226393678   general   Stopped: 11.11.2008, 14:24:38

[Lisandro]

Error 0x20000004 could be anything... it does not help troubleshoot, at least, not for us users.

Also check:

1) If your subscription allows the update right now (i.e., if it is not expired). Home (free) version need registering each 14 months.

2) If your firewall settings and allow avast.setup to connect.
    If you're not sure, just turn off your firewall (to be sure the update failure is not due to it).
    Maybe you should 'remove' avast.setup entry, try to update, receiving a new alert from the firewall, allowing it and checking it to remember.

3)  Check your proxy settings into avast!:
     Left click the avast icon > Settings
     Update (Basic) > Details > Proxy
     Make sure your browser is not set to "Work Offline" (this option is generally in the File menu).
     If it doesn't help, try switching from "Auto-detect" to "No proxy" (I'm assuming you're not connecting to the Internet via proxy).

4) Also you can try changing update service's login account, follow this:
    Open services control panel (e.g. Start->Run, and type: services.msc
    Double-click on avast! iAVS4 Control Service to show properties. Switch to LogOn page.
    Enter administrator account name and password.
    Do the same for avast! Antivirus service.
    Then start update again.

[sanketsaan]

Thanks Tech. Here are my findings:

1. My subscription is still valid as my installation is not old than 14 months.

2. I had Zone Alarm installed. But I have uninstalled it recently. So no firewall as such!

3. I am not using any Proxy and my IE7 is not set to work offline.

4. I do not need any credentials to login to Windows. So default account is administrator account without password. What should I do with update service now?

Recently my PC was infected with CKVO Virus. I removed it using Avast!'s boot time scan. Any implications of it still?

[Lisandro]

Recently my PC was infected with CKVO Virus. I removed it using Avast!'s boot time scan. Any implications of it still?

http://hubpages.com/hub/how-to-remove-tavo-kavo-and-ckvo-virus
Or run MBAM.

[sanketsaan]

Thanks Tech.

I will surely visit those links.

But my problem remains: Why isn't Avast! is updating or allowing me to install new version? Any insight on that please?

[Jaffa]

I have the same problem with Avast. I can't update or uninstal. i heard if Avast is good Antivirus but i changed my opinion. from this reason.  i want change antivirus but i can't. this is not consistent with law i can choose which program i want to use, but not in this reason. i installed this program on fresh system & at the beggining i have problem with that. please help me.

[sanketsaan]

Just to add here, I am scanning my PC using latest McAfee Stinger and it has found out that my PC is infected with Generic!Atremis Virus and infected filename is HPWaitWindow.exe

Does this help in identifying the cause why Avast! is unable to update the program / definitions? Any help on this is appreciated!

Thanks!

[Lisandro]

Why isn't Avast! is updating or allowing me to install new version? Any insight on that please?

Did you try an installation from the scratch?

1. Uninstall avast from Control Panel first. (or boot in Safe Mode if it fails and uninstall from there).
2. Boot.
3. Download the latest version of Avast Uninstall and use it for complete uninstallation. Or in Safe Mode.
4. Boot.
5. Install again the latest avast! version.
6. Boot.
7. Check and post the results.

[DavidR]

I have the same problem with Avast. I can't update or uninstal. i heard if Avast is good Antivirus but i changed my opinion. from this reason.  i want change antivirus but i can't. this is not consistent with law i can choose which program i want to use, but not in this reason. i installed this program on fresh system & at the beggining i have problem with that. please help me.

Well there really isn't much information for us to work with to try and help.

You don't say why you can't install (that could help us to help you) ?

But not being able to uninstall is a possibility if the installation failed and this is commonly caused by having another AV installed or remnants of a previous one.
Have (or did) you another AV installed in this system, if so what was it and how did you get rid of it ?

What is your firewall ?
Does it allow avast.setup internet access ?
- If it does delete the entry for it and do a manual update, this will force the firewall to ask permission again.

[Tixx]

I have these in my log file.
I only have the free version of Ad-aware, and nothing else. Not Ad-watch, no Zone-Alarm etc.
I do have Windows Firewall on, but is allowing Avast's traffic.

11/13/2008 12:53:47 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "C:\whi.com" file. 
11/13/2008 12:54:23 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "C:\WINDOWS\system32\gasretyw0.dll" file. 
11/13/2008 12:54:31 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "F:\whi.com" file. 
11/13/2008 12:54:37 AM   SYSTEM   1700   Sign of "Win32:Rootkit-gen [Rtk]" has been found in "C:\DOCUME~1\Adexitic\LOCALS~1\Temp\help.exe" file. 
11/13/2008 12:55:06 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "C:\whi.com" file. 
11/13/2008 12:55:23 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "F:\whi.com" file. 
11/13/2008 12:55:54 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "C:\whi.com" file. 
11/13/2008 12:57:02 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "F:\whi.com" file. 
11/13/2008 12:57:36 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "C:\whi.com" file. 
11/13/2008 12:58:04 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "C:\whi.com" file. 
11/13/2008 12:58:44 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "C:\whi.com" file. 
11/13/2008 1:00:43 AM   SYSTEM   1700   Sign of "Win32:Gamona [trj]" has been found in "C:\whi.com" file. 
11/13/2008 1:00:53 AM   Adexitic   3624   Sign of "Win32:Gamona [trj]" has been found in "c:\windows\system32\kamsoft.exe" file. 
11/24/2008 5:05:19 PM   SYSTEM   1496   Sign of "Win32:Flux-DJ [trj]" has been found in "F:\RECYCLER\S-1-5-21-1482476501-1644491937-682003330-1013\winse32.exe" file. 
11/24/2008 5:06:56 PM   Adexitic   688   Sign of "BV:AutoRun-G [Wrm]" has been found in "F:\autorun.inf" file. 

[Eddy]

Tixx, please follow ALL instructions in the malware removal section you can find if you click the link in my signature.

[Lisandro]

Tixx, follow also the instructions on reply #10.