Author Topic: Updating Problems  (Read 7751 times)

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barry

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Updating Problems
« on: June 15, 2004, 11:16:16 AM »
Whenever I try to update Avast Professional, it comes up with an error message, and doesn't let me retrieve any updates.

I've got version 4.1.418 and the newest virus definitions. I got these and installed them via the update package on the website.

My subscription is fine, so any ideas why this is happening?

Offline Vlk

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Re:Updating Problems
« Reply #1 on: June 15, 2004, 11:21:50 AM »
What is the error message exactly?
Also, do you use a firewall?
If at first you don't succeed, then skydiving's not for you.

barry

  • Guest
Re:Updating Problems
« Reply #2 on: June 15, 2004, 12:00:19 PM »
ok well the error message comes up in the "Downloading Packages" update screen, and says something to the effect of "Error connecting to server".

I've tried switching the firewall off (Sygate) but the problem is still apparent.

It freezes on the "downloading packages" screen with the 2 bars staying at 0%
« Last Edit: June 15, 2004, 12:01:20 PM by barry »

rloschmann

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Re:Updating Problems
« Reply #3 on: June 15, 2004, 01:57:34 PM »
My question is certainly stupid but are you connected to the net before you try to update ?

I only get this error message if i'm not connected.

barry

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Re:Updating Problems
« Reply #4 on: June 15, 2004, 09:40:39 PM »
lol yea I'm connected to the net when I do it   ;D

Offline Lisandro

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Re:Updating Problems
« Reply #5 on: June 16, 2004, 12:49:50 AM »
"Error connecting to server".

This happens sometimes for some users...
Could be there, could be in your ISP, or any other thing in the web.
Can you update now, manually, or not?
If you disable Sygate will the update occur?

Maybe reading this forum helps: http://forum.avast.com/index.php?board=2;action=display;threadid=5240
« Last Edit: June 16, 2004, 12:52:41 AM by Technical »
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barry

  • Guest
Re:Updating Problems
« Reply #6 on: June 16, 2004, 12:51:39 PM »
ok here's what I've found.
I tried using the update function from within the avast program menu and it works?! It allows me to update manually no problem. But when i right click the "a" icon on the taskbar it comes up with the error I described.

So it is obviously a problem with avast itself and not my firewall, as (Technical) I disabled my firewall and it still didn't work.

So then, what will cause avast to update only when you choose the option from within the avast menu system, but not from the taskbar icon?

barry

PS today I'm going to do a full system check with antivirus scanners, adware, trojan, worm scanners etc. I'll keep you updated with this and if I can locate the root of this problem I'll send a note to technical support about it. it seems such a strange problem..?
If anyone else has had any problems with updating, any posts here about it would be great to give me some ideas!

barry

  • Guest
Re:Updating Problems
« Reply #7 on: June 16, 2004, 07:24:34 PM »
ok I've done a full system check, and it only found one dodgy cookie. Nothing else.
So I'm guessing that the error must be within avast itself. My version is 4.1.418 - the newest version.
I didn't have the problem before I installed the newer version, so maybe its a bug in the software.
ok well thanks for your help  :)

Offline Vlk

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Re:Updating Problems
« Reply #8 on: June 16, 2004, 07:34:45 PM »
Can you post the file <avast>\setup\setup.log? First rename it to <something>.txt as the forum software only accepts .txt file attachments.

Are you always logged on under the same account?
Do you use a proxy server?

Thanks
Vlk
If at first you don't succeed, then skydiving's not for you.

barry

  • Guest
Re:Updating Problems
« Reply #9 on: June 16, 2004, 11:06:49 PM »
VLK - I always log in on the same account, and I don't use a proxy.
Here's the log (I think) you want. I reinstalled avast just before this, and this is the log of the first attempt updating it. (Some info obviously withheld) IP addresses are ok and aren't routed through anything.
Ok here's part of the log - if you need any more info il post again.

19:22:26 min/gen  Started: 14.06.2004, 19:22:26
19:22:26 min/gen  Running setup_av_pro-1a2 (418)
19:22:26 nrm/sys  Operating system: WindowsXP ver 5.1, build 2600, sp 1.0 [Service Pack 1]
19:22:26 vrb/sys  Computer WinName: *
19:22:26 min/sys  Windows Net User: *\*
19:22:26 min/gen  Cmdline: /downloadpkgs /noreboot /updatevps /silent /progress  
19:22:26 vrb/gen  DldSrc set to inet
19:22:26 vrb/gen  Operation set to INST_OP_UPDATE_GET_PACKAGES
19:22:26 min/gen  Old version: 1a2 (418)
19:22:26 nrm/gen  SGW32P::CheckIfInstalled set m_bAlreadyInstalled to 1
19:22:26 vrb/sys  Computer DnsName: *
19:22:26 vrb/sys  Computer Ip Addr: *.*.*.*
19:22:26 nrm/int  SYNCER: Type: -1
19:22:26 nrm/int  SYNCER: Auth: 0
19:22:26 vrb/pkg  Part prg_av_pro-1a2 is installed
19:22:26 vrb/pkg  Part vps-42403 is installed
19:22:26 vrb/pkg  Part news-40 is installed
19:22:26 vrb/pkg  Part setup_av_pro-1a2 is installed
19:22:26 min/gen  Old version: 1a2 (418)
19:22:27 vrb/fil  SetExistingFilesBitmap: 361->116->116
19:22:27 min/gen  GUID: 6e48f992-2e4e-4d7a-a1f1-c3a29c7e7b8f
19:22:27 nrm/gen  Server definition(s) loaded for 'main': 8 (maintenance:0)
19:22:27 nrm/gen  SelectCurrent: selected server 'Download5 AVAST server' from 'main'
19:22:48 min/pkg  ERROR:HttpGetWinsock, WinsockTcpConnect() returned 0x0000274C
19:23:10 min/pkg  ERROR:HttpGetWinsock, WinsockTcpConnect() returned 0x0000274C
19:23:32 min/pkg  ERROR:HttpGetWinsock, WinsockTcpConnect() returned 0x0000274C
19:23:55 min/pkg  ERROR:HttpGetWinsock, WinsockTcpConnect() returned 0x0000274C
19:24:18 min/pkg  ERROR:HttpGetWinsock, WinsockTcpConnect() returned 0x0000274C
19:24:18 nrm/gen  InvalidateCurrent: invalidated server 'Download5 AVAST server' from 'main'
19:24:18 nrm/gen  SelectCurrent: selected server 'Download6 AVAST server' from 'main'
19:24:20 nrm/gen  InvalidateCurrent: invalidated server 'Download6 AVAST server' from 'main'
19:24:20 nrm/gen  SelectCurrent: selected server 'Download7 AVAST server' from 'main'
19:24:22 nrm/gen  InvalidateCurrent: invalidated server 'Download7 AVAST server' from 'main'
19:24:22 nrm/gen  SelectCurrent: selected server 'Main ASW server' from 'main'
19:24:24 nrm/gen  InvalidateCurrent: invalidated server 'Main ASW server' from 'main'
19:24:24 nrm/gen  SelectCurrent: selected server 'Download3 AVAST server' from 'main'
19:24:26 nrm/gen  InvalidateCurrent: invalidated server 'Download3 AVAST server' from 'main'
19:24:26 nrm/gen  SelectCurrent: selected server 'Download4 AVAST server' from 'main'
19:24:28 nrm/gen  InvalidateCurrent: invalidated server 'Download4 AVAST server' from 'main'
19:24:28 nrm/gen  SelectCurrent: selected server 'Download1 AVAST server' from 'main'
19:24:30 nrm/gen  InvalidateCurrent: invalidated server 'Download1 AVAST server' from 'main'
19:24:30 nrm/gen  SelectCurrent: selected server 'Secondary ASW server' from 'main'
19:24:32 nrm/gen  InvalidateCurrent: invalidated server 'Secondary ASW server' from 'main'
19:24:32 min/gen  SelectCurrent: unable to find any suitable server in 'main'
19:24:32 min/int  tried 8 servers to get file 'servers.def', but failed (0x000004C7)
19:24:32 min/pkg  Tried to download servers.def but failed with error 0x000004C7.
19:24:32 nrm/pkg  Transferred files: 0
19:24:32 nrm/pkg  Transferred bytes: 0
19:24:32 nrm/pkg  Transfer time: 0 ms
19:24:32 vrb/fil  NeedReboot=false
19:24:32 min/gen  Return code: 0x000004C7 [The operation was canceled by the user.]
19:24:32 min/gen  Stopped: 14.06.2004, 19:24:32

labrie

  • Guest
Re:Updating Problems
« Reply #10 on: June 16, 2004, 11:54:40 PM »
same problem happened to me. i think i solved it configuring again avast, i used the autodetect  connection option.

barry

  • Guest
Re:Updating Problems
« Reply #11 on: June 16, 2004, 11:59:24 PM »
"Auto-detect connection"? where's that option?

oh wait I've found it, applied it, made no difference... Thx for idea though
« Last Edit: June 17, 2004, 12:02:17 AM by barry »

kubecj

  • Guest
Re:Updating Problems
« Reply #12 on: June 17, 2004, 12:11:41 PM »
barry,

this is simply a misconfiguration problem. Setup can't connect to any outside server. There must be _something_ blocking its way out, some firewall or proxy.

barry

  • Guest
Re:Updating Problems
« Reply #13 on: June 17, 2004, 01:42:00 PM »
ok, well if it is a misconfiguration, how come I can retrieve updates when I load up the main avast screen and update from there, but NOT when I right click on the taskbar icon?

kubecj

  • Guest
Re:Updating Problems
« Reply #14 on: June 18, 2004, 11:53:07 AM »
Barry,

we've checked the code, clicking on update icon in simple interface and selecting update from taskbar icon's context menu should be routed to the very same function.

Do this test for us, please:
check the update from the simple interface and copy the appropriate lines from the setup.log

then do the same from taskbar icon and again copy the lines.

Send us the reports _BUT!_ without any clearing of the fields. We usually need all the info (including the username), that's why we print it there.

Send the reports here: setup-support AT asw DOT cz

Don't forget to attach the details such as your os, language, network configuration etc.

thanks,