Author Topic: A bit of an emergency  (Read 6696 times)

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thejerkling

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A bit of an emergency
« on: November 15, 2011, 03:30:10 PM »
Beginning a few days ago, I would get a red pop-up at start-up saying that my definitions hadn't been updated. I had disregarded it initially, thinking that my computer just hadn't connected through the router just yet, and that it would update a few minutes later when I was connected (my router can be slow sometimes). Yesterday, I finally clicked the red balloon and tried to update manually- I was unable to update the definitions, or the program itself. I ran a malwarebytes scan and found two objects- I successfully quarantined and deleted them both, restarted, followed directions from another post to connect directly instead of via proxy, and was eventually able to update the definitions (program was already up-to-date). I spent the rest of yesterday cleaning up the computer- I restarted again, ran another malwarebytes scan, and a quick virus scan, and found nothing. This morning, when I started up, I saw the green balloon that my definitions had been updated. My computer froze (it has been doing this for the last month or so- after its been turned off for more than a few hours, it will freeze a few minutes after the first start-up- then, after I do a hard reset, it is fine and will not freeze again, for the rest of the day- the next morning, it is the same thing, I start it up and it freezes after a few minutes, and after hard resetting from that, it is fine- I have been trying to find the source and am thinking it is some sort of audio driver conflict (read some things on a hardware forum, but am awaiting a response from that forum to determine how to test this). So anyway I started up this morning, got the green balloon that my definitions had been updated- then, after a hard reset, I noticed a red "x" over the avast icon on my tray at bottom right. I clicked to open avast, and the avast window shows a giant red "X" with the warning "Your system is not protected. Please use the Fix Now button to start protecting your system". When I click it, I get the windows pop-up notification asking if it is ok for Avast to make changes- I click yes, and a moment later the window pops up again- I click yes again- but nothing is happening. It will not run. I am concerned that I have a very bad virus, and don't know how to fix this. Can anyone help?

I am running Windows 7 Professional. After cleaning up my computer yesterday, I let Windows make some updates. I don't know whether this is some kind of conflict with Windows, or a virus, or what. I don't know what other information I should provide. Please, I would appreciate any help as soon as possible.

Thank you.

ady4um

  • Guest
Re: A bit of an emergency
« Reply #1 on: November 15, 2011, 03:35:36 PM »
Go to Avast main GUI -> settings -> troubleshooting -> "load avast service only after other system services". Save and reboot.

If this happens again, go to "Add / Remove Programs" and repair Avast. After the repair, please reboot.

BTW, when you run the "fix it" in Avast, you also need to reboot for the final fix to "kick in" (unfortunately, the procedure doesn't request nor reminds the user to do so).

thejerkling

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Re: A bit of an emergency
« Reply #2 on: November 15, 2011, 03:44:14 PM »
Hi Ady4um, thank you for your quick reply. I updated the setting to only load after other services, and restarted- still had the red x over the icon. I went to "control panel", "programs and features", clicked "avast internet security", selected "repair", and got a red dialog box saying "Error processing packages. Please use full update." I clicked the button to "view log" and this is what it displays:

15.11.2011 09:39:46 general: Started: 15.11.2011, 09:39:46
15.11.2011 09:39:46 general: Running setup_ais-509 (1289)
15.11.2011 09:39:46 system: Operating system: Windows 7 ver 6.1, build 7601, sp 1.0 [Service Pack 1] x64
15.11.2011 09:39:46 system: Memory: 25% load. Phys:4194303/4194303K free, Page:4194303/4194303K free, Virt:2025360/2097024K free
15.11.2011 09:39:46 system: Computer WinName: ELJUJU-PC
15.11.2011 09:39:46 system: Windows Net User: ElJuju-PC\El Juju
15.11.2011 09:39:46 general: Cmdline: /uninstwiz 
15.11.2011 09:39:46 general: Old version: 509 (1289)
15.11.2011 09:39:46 registry: Deleted registry: Software\AVAST Software\Avast\UpdateReady
15.11.2011 09:39:46 system: Using temp: C:\Users\ELJUJU~1\AppData\Local\Temp\_asw_aisI.tm~a04732 (373748M free)
15.11.2011 09:39:46 general: SGW32AIS::CheckIfInstalled set m_bAlreadyInstalled to 1
15.11.2011 09:39:46 general: DldSrc set to inet
15.11.2011 09:39:46 internet: SYNCER: Agent=Syncer/5.00 (ais-1289;p)
15.11.2011 09:39:46 system: Computer DnsName: ElJuju-PC
15.11.2011 09:39:46 system: Computer Ip Addr: 192.168.1.4
15.11.2011 09:39:46 system: Installed in: C:\Program Files\AVAST Software\Avast (373748M free)
15.11.2011 09:39:46 internet: SYNCER: Type: no proxy
15.11.2011 09:39:46 internet: SYNCER: Auth: no authentication
15.11.2011 09:39:46 package: Part prg_ais-509 is installed
15.11.2011 09:39:46 package: Part vps_win32-11111500 is installed
15.11.2011 09:39:46 package: Part setup_ais-509 is installed
15.11.2011 09:39:46 package: Part jrog-a7 is installed
15.11.2011 09:39:46 package: Part jrog2-36f is installed
15.11.2011 09:39:46 general: LoadState: Edition=3
15.11.2011 09:39:46 general: Old version: 509 (1289)
15.11.2011 09:39:49 file: SetExistingFilesBitmap: 944->527->522
15.11.2011 09:39:49 general: GUID: efd00546-bb1c-4954-9609-2bd0799afdda
15.11.2011 09:39:49 general: Server definition(s) loaded for 'main': 255 (maintenance:0)
15.11.2011 09:39:49 general: SelectCurrent: selected server 'Download313 AVAST5 Server' from 'main'
15.11.2011 09:39:49 internet: SYNCER: Type: no proxy
15.11.2011 09:39:49 internet: SYNCER: Auth: no authentication
15.11.2011 09:40:03 general: Operation set to INST_OP_REPAIR
15.11.2011 09:40:03 general: Entered SetupProcessAIS::Do( INST_OP_REPAIR )
15.11.2011 09:40:03 general: Entered SetupProcessWin32Avast::Do( INST_OP_REPAIR )
15.11.2011 09:40:03 general: Entered SetupProcessWin32::Do( INST_OP_REPAIR )
15.11.2011 09:40:03 general: Entered SetupProcess::Do( INST_OP_REPAIR )
15.11.2011 09:40:03 general: Entered SetupProcessAIS::Do( INST_OP_UPDATE_INSTALL_PACKAGES )
15.11.2011 09:40:03 general: Entered SetupProcessWin32Avast::Do( INST_OP_UPDATE_INSTALL_PACKAGES )
15.11.2011 09:40:03 general: Entering:UpdateInstallPackages
15.11.2011 09:40:03 general: progress thread start
15.11.2011 09:40:03 package: LoadProductVpu: C:\Program Files\AVAST Software\Avast\Setup\prod-ais.vpx
15.11.2011 09:40:03 package: ERROR: Unable to verify prod-ais.vpx, error 0x2000000B
15.11.2011 09:40:03 package: Error processing packages. 0x20000011

Do I have some kind of awful virus? Can you give me any further steps?

Offline CraigB

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Re: A bit of an emergency
« Reply #3 on: November 15, 2011, 03:53:18 PM »
I think in your case a clean install would be in order, also if your system is a fairly new windows 7 with a decent amount of ram then it shouldn't be neccessary to set avast to start after other system services.

Offline Lisandro

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Re: A bit of an emergency
« Reply #4 on: November 15, 2011, 03:54:35 PM »
15.11.2011 09:40:03 package: ERROR: Unable to verify prod-ais.vpx, error 0x2000000B
Something wrong with your avast installation ::)
Repair it?
The best things in life are free.

ady4um

  • Guest
Re: A bit of an emergency
« Reply #5 on: November 15, 2011, 03:56:51 PM »
I don't know if you have some malware, but I would first do the simple thing suggested there: run the complete setup.exe.

So, please download the latest STABLE version of Avast (the same edition you have, AIS).

Just in case, make a backup of your license file of Avast. Then close any other program, and run the new downloaded setup.exe of AIS. Once the installation finishes, please reboot immediately.

Once rebooted, go to Avast main GUI -> maintenance -> registration, and review the info there so to be sure your original valid registration is still recognized.

Please, don't skip any of the reboots I just suggested.

Then use your system as normal. If you find out that future updates are having problems, report back.

After a couple of reboots and normal use, you might want to run a new scan, just to be sure.

thejerkling

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Re: A bit of an emergency
« Reply #6 on: November 15, 2011, 03:58:53 PM »
My computer is on the newer side- had since summer 2009.

One question re: my RAM (was going to ask but wanted to stick to one issue at a time)- I noticed it says "Phys:4194303/4194303K free, Page:4194303/4194303K free, Virt:2025360/2097024K free". I have 6 GB of physical RAM, and I don't know if I am misreading the log (quite possible) but it might appear that I only have 4 GB? Can you confirm what you were looking at- what your impression of my total RAM was? When I check computer>properties it shows 6 GB, and when I run task manager, there are displays for all 6 GB, so hopefully I just don't know what I'm looking at, but could you confirm?

Also, re: clean install, do I just do a full uninstall, download a fresh installer, and then run it? Are these the correct steps, and are there any other steps to take? (Sorry to ask what might be dumb questions, but I just want to make sure I do everything correctly). Also, would I need to disable malwarebytes for the uninstall?

Ah, I see two new messages since I started typing this response. Will follow ady4um's steps, including reboots, and post back.

Thanks for such quick responses, all.

thejerkling

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Re: A bit of an emergency
« Reply #7 on: November 15, 2011, 04:02:21 PM »
Um, ridiculous question, but I can't find how to download "Avast Internet Security" without paying for a new registration. Should I click the "get trial version" link under the "Buy Now and Save"?

ady4um

  • Guest
Re: A bit of an emergency
« Reply #8 on: November 15, 2011, 04:04:10 PM »
Um, ridiculous question, but I can't find how to download "Avast Internet Security" without paying for a new registration. Should I click the "get trial version" link under the "Buy Now and Save"?

Yes, should be fine, but please backup your license file before running it.

thejerkling

  • Guest
Re: A bit of an emergency
« Reply #9 on: November 15, 2011, 04:07:07 PM »
Trying to find my license information- is there a way to view it from the main avast window?

I'm so sorry to ask all of these questions- I would presume you guys are as busy as anyone else, and don't mean to waste your time.

Offline CraigB

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Re: A bit of an emergency
« Reply #10 on: November 15, 2011, 04:08:42 PM »
To check how much ram you have go to control panel then system, you'll get what your after there, 4 or 6 Gb is fine,( plenty )

Download AIS from here direct and save http://files.avast.com/iavs5x/setup_ais.exe follow ady4um's instruction's, if you still have your license file in the email you recieved then use that.

ady4um

  • Guest
Re: A bit of an emergency
« Reply #11 on: November 15, 2011, 04:16:05 PM »
In your original email you should have a copy of license.avastlic.

You may want to search it in your system. Sorry, I don't remember currently where exactly the file is saved.

If you can't find it "anywhere" (not in your system and not in your email), you can still use AIS several days, until you request to resend it to you. Let use know, so to give you instructions then.


@craigb, JFYI, I know about the direct link to the current AIS. I have reasons not to post the direct link (in any topic).

YoKenny

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Re: A bit of an emergency
« Reply #12 on: November 15, 2011, 04:18:11 PM »
Um, ridiculous question, but I can't find how to download "Avast Internet Security" without paying for a new registration. Should I click the "get trial version" link under the "Buy Now and Save"?

Yes, should be fine, but please backup your license file before running it.
It is best to save the licence file to a Flash stick for later retrieval.

thejerkling

  • Guest
Re: A bit of an emergency
« Reply #13 on: November 15, 2011, 04:20:52 PM »
Ok, I copied and pasted the instructions for this into a notepad doc, and closed out of my browser, ran the installer, and it asked me if I wanted to "change" or "uninstall". Should I do an uninstall from the windows control panel first, before running this installer (was not mentioned in the instructions), or just open the installer and then select "change"?

Offline CraigB

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Re: A bit of an emergency
« Reply #14 on: November 15, 2011, 04:25:34 PM »
Ok, I copied and pasted the instructions for this into a notepad doc, and closed out of my browser, ran the installer, and it asked me if I wanted to "change" or "uninstall". Should I do an uninstall from the windows control panel first, before running this installer (was not mentioned in the instructions), or just open the installer and then select "change"?
Yes it's best to uninstall your current copy first then reboot and install the new.