The Package is Broken...

[footballcoach]

Hi,

Just started getting this error on my son's PC.  I have tried Repairing the install to no avail.  I have also done a complete UNinstall, boot, REinstall.  This also did not work.  Final step I have tried it doing a complete UNinstall, boot into safe mode, ASWClear.exe, boot, fresh install and it still gives same error.  Not sure what to do at this point to get Avast! working right again.  Below is the error log I get along with the message "The package is broken"

16.02.2009 20:05:32 general: Started: 16.02.2009, 20:05:32
16.02.2009 20:05:32 general: Running setup_av_pro-537 (1335)
16.02.2009 20:05:32 system: Operating system: WindowsXP ver 5.1, build 2600, sp 3.0 [Service Pack 3]
16.02.2009 20:05:32 system: Memory: 19% load. Phys:1682852/2094596K free, Page:3743764/4032144K free, Virt:2069100/2097024K free
16.02.2009 20:05:32 system: Computer WinName: OGRE
16.02.2009 20:05:32 system: Windows Net User: OGRE\Tige
16.02.2009 20:05:32 general: Cmdline: /downloadpkgs /noreboot /updatevps /silent /progress 
16.02.2009 20:05:32 general: DldSrc set to inet
16.02.2009 20:05:32 general: Operation set to INST_OP_UPDATE_GET_PACKAGES
16.02.2009 20:05:32 general: Old version: 537 (1335)
16.02.2009 20:05:32 registry: Deleted registry: Software\Alwil Software\Avast\4.0\UpdateReady
16.02.2009 20:05:33 system: Using temp: C:\DOCUME~1\Tige\LOCALS~1\Temp\_av_proI.tm~a02844 (235258M free)
16.02.2009 20:05:33 general: SGW32P::CheckIfInstalled set m_bAlreadyInstalled to 1
16.02.2009 20:05:33 internet: SYNCER: Agent=Syncer/4.80 (av_pro-1335;p)
16.02.2009 20:05:33 system: Computer DnsName: ogre
16.02.2009 20:05:33 system: Computer Ip Addr: 192.168.0.101
16.02.2009 20:05:33 system: Installed in: C:\Program Files\Alwil Software\Avast4 (235258M free)
16.02.2009 20:05:33 internet: SYNCER: Type: use IE settings
16.02.2009 20:05:33 internet: SYNCER: Auth: another authentication, use WinInet
16.02.2009 20:05:33 package: Part prg_av_pro-537 is installed
16.02.2009 20:05:33 package: Part vps-9020501 is installed
16.02.2009 20:05:33 package: Part news-4b is installed
16.02.2009 20:05:33 package: Part setup_av_pro-537 is installed
16.02.2009 20:05:33 package: Part jrog-b3 is installed
16.02.2009 20:05:33 general: Old version: 537 (1335)
16.02.2009 20:05:33 general: GUID: 32aefbd5-a139-425f-9189-61f9d51450e7
16.02.2009 20:05:33 general: Server definition(s) loaded for 'main': 219 (maintenance:0)
16.02.2009 20:05:33 general: SelectCurrent: selected server 'Download688 AVAST Server' from 'main'
16.02.2009 20:05:33 internet: SYNCER: Type: use IE settings
16.02.2009 20:05:33 internet: SYNCER: Auth: another authentication, use WinInet
16.02.2009 20:05:33 general: Entered SetupProcessPro::Do( INST_OP_UPDATE_GET_PACKAGES )
16.02.2009 20:05:33 general: Entered SetupProcessWin32Avast::Do( INST_OP_UPDATE_GET_PACKAGES )
16.02.2009 20:05:33 general: Entered SetupProcessWin32::Do( INST_OP_UPDATE_GET_PACKAGES )
16.02.2009 20:05:33 general: Entered SetupProcess::Do( INST_OP_UPDATE_GET_PACKAGES )
16.02.2009 20:05:33 general: progress thread start
16.02.2009 20:05:33 internet: SYNCER: Agent=Syncer/4.80 (av_pro-1335;f)
16.02.2009 20:05:33 internet: Used server: http://download688.avast.com/iavs4x
16.02.2009 20:05:33 general: Server definition(s) loaded for 'main': 219 (maintenance:0)
16.02.2009 20:05:33 general: SelectCurrent: selected server 'Download737 AVAST Server' from 'main'
16.02.2009 20:05:33 internet: SYNCER: Type: use IE settings
16.02.2009 20:05:33 internet: SYNCER: Auth: another authentication, use WinInet
16.02.2009 20:05:34 internet: Used server: http://208.43.71.139/iavs4x
16.02.2009 20:05:34 internet: Used server: http://208.43.71.139/iavs4x
16.02.2009 20:05:34 file: GetFileWithRetry: prod-av_pro.vpu downloaded .
16.02.2009 20:05:34 file: GetNewerStampedFile:DSA_FileVerify(C:\DOCUME~1\Tige\LOCALS~1\Temp\_av_proI.tm~a02844\onefile), error: 0x2000000B
16.02.2009 20:05:34 package: Tried to download prod-av_pro.vpu but failed with error 0x20000011
16.02.2009 20:05:34 package: LoadAllDefs failed 0x20000011
16.02.2009 20:05:34 general: Err:The package is broken

Thanks for any help!!! 

[footballcoach]

Update:  I have successfully updated my wife's PC and my own home PC without this issue.  Could it be the server that my son's PC is pulling from?  Maybe the files are damaged on that specific server?  Or does the server change randomly?

Is it possible to point the update at a different server?  Avast seems to install with no issues, it's only when I do a Program Update or iAVS update that it bombs with the package broken error.  Since this is not common on any other of my PCs I am wondering if it may be a server-side issue?

Thanks again for any help!

[DavidR]

I have to admit seeing your post earlier but from what was there I really couldn't figure out why. More importantly why a repair or reinstall even after using the uninstall utility didn't resolve anything, so it had to be something outside avast, exactly what is the question.

The last few lines mentions not being able to verify the download so it could possibly have been a server or connection issue. Trying to google the error numbers is about as productive as eating soup with a fork, but some appear to say a failed write.

The servers.def file has a list of over 200 servers and it will cycle through if it experiences a problem, you can't select a server to use, that is done by the update process to balance server load.

[Forejt]

The error code at DSA_FileVerify means that setup cannot verify signature of one downloaded file. This is mostly caused by corrupted download, but since you mentioned the problem is only on one computer and others are ok, I'll ask you by email for more details.

To be up-to-date, please download and run vps update from here:
http://www.avast.com/eng/updates.html
It contains full (non-incremental) database, so the download size is about 21.5MB.

[footballcoach]

OK, good news!   

Posting in case anyone else ever has this occur.  After my last post I started wondering why that one PC (my son's) was failing while all the others were succeeding.  That's when a light bulb went off in my head.     I had recently upgraded my router and it is using DLink Sentinel services.  However, I hadn't gotten around to creating profiles for all the computers.  Just my son's. 

It didn't occur to me because when a site is blocked you *should* get a banner website saying Sentinel blocked the page.  That is what occurs on every other site that are not age appropriate for him.  However, something must occur at the end of an Avast! update where the Sentinel service was allowing everything else through (website, download, etc), but at the very end failed to write the file.  Could be a bug in the router or the Sentinel service.

I suspect the most recent firmware for the router is the cause.  I had another identical router before it died but it was running on older firmware and never had a problem with Avast before. 

Anyway, once I disabled the Sentinel service for my son's PC it worked! 

Thanks again for all the help!  You guys helped me start thinking on the right path. 

[DavidR]

No problem, thanks for the feedback, glad that you have finally got it resolved.

Welcome to the forums.

[footballcoach]

Thanks! 

And a huge thanks and kudos to the devs at Avast!  You guys make an outstanding product!  I have been an Avast! user since its' inception and this is my first post of a technical problem (one of my own doing in fact!). 

That goes to show you what a quality product this is.  Thanks guys/gals!