I am helping a friend of mine with Avast who has Win XP,Avast 5.0.594 update current version 100712-0 with release date 7/12/2010 06:53:32.
Everytime I try to update it stucks at Downloading file: servers.def.vpx and then it gives “Error: Cannot connect to server”
Automatic updates also not working.
Steps that I have done:
Ran MBAM & removed infected files
Ran CCleaner & temp file cleaner
Scanned using Spyware Doctor & removed infected files.
Uninstalled(Add/remove) restarted & re-installed in normal mode.
Did try to repair avast during the process of uninstallation
Also tried update component during uninstalled
Uninstalled using aswClear5.exe in safe mode restarted in normal mode downloaded new file from avast site & installed.
After doing all the above steps I get the same error while trying to update virus definations Downloading file: servers.def.vpx and then it gives "Error: Cannot connect to server
It has gone more worse now Firewall & AntiSpam not working.
I am not able to attach screenshots, if you require it I can do that but you need to tell me how to do that.
Reason for the above problem along with the resolution would be highly appreciable.
[*]Then click the Run Fix button at the top
[*]Let the program run unhindered, reboot the PC when it is done
[*]Open OTL again and click the Quick Scan button. Post the log it produces in your next reply.
[*]Disable your AntiVirus and AntiSpyware applications, usually via a right click on the System Tray icon. They may otherwise interfere with our tools
[*]Double click on ComboFix.exe & follow the prompts.
[*]As part of it’s process, ComboFix will check to see if the Microsoft Windows Recovery Console is installed. With malware infections being as they are today, it’s strongly recommended to have this pre-installed on your machine before doing any malware removal. It will allow you to boot up into a special recovery/repair mode that will allow us to more easily help you should your computer have a problem after an attempted removal of malware.
[*]Follow the prompts to allow ComboFix to download and install the Microsoft Windows Recovery Console, and when prompted, agree to the End-User License Agreement to install the Microsoft Windows Recovery Console.
**Please note: If the Microsoft Windows Recovery Console is already installed, ComboFix will continue it’s malware removal procedures.
Sorry I never noticed McaFee since it was not showing as a installed software … I need to take care of it.
If after removing McaFee it does not work then what could be the next step??
**Note: After running combofix I uninstalled/reinstalled Avast & now the Pro features are missing & even after inserting the license file it not showing there neither the expiration date.
Uninstalled McaFee & restarted
Now its showing the registration details + pro features(but disabled)
Avast Firewall/Antispam not working when tried to update got a new error message
Error:cannot connect to a955sl.avast.com(74.86.125.46:80)
Uninstalled Avast in safe mode using the aswclear utility.
Installed in normal mode.
Back to square one and got the same error as posted in the 1st post.
[*]Then click the Run Fix button at the top
[*]Let the program run unhindered, reboot the PC when it is done
[*]Open OTL again and click the Quick Scan button. Post the log it produces in your next reply.
EDIT : Do you use a router and do any other systems that use it have the same problem ?
Yes I did use PCTools spyware doctor(as mentioned in the first post) to remove infected files & that was after Avast was causing problem but it has been removed now.
Yes its connected wirelessly hence using a router.
Should I use Dial-a-fix to check for any policies??
[*]Save SINO to a place you can remember and run SINO.exe. (If you downloaded the ZIP version you will need to extract it first)
[*]Then please check the following checkboxes:
System Info
Services
Boot Check
Tasklist
Startup Items
Event Log
Ipconfig
Ping
Netstat
Hosts file
Shares
Routing Table
[*]Once checked, hit the Run Scan! button and wait for the program to finish the scan.
[*]A notepad window will pop up. Please copy all of the content into your next reply.
Note: If you try to interact with the program once it’s started scanning it might appear to hang. The scan however will continue.
Thanks for all the help however my customer does not want to perform any more troubleshooting.
He would take the online backup of all the data & perform the OS reinstall.
If even that does not help then he would ask for a refund from Avast.
I provide remote technical support but ofcourse I don’t know everything.
Would appreciate if you can educate me about the usage of OTL & Sino or if you can provide me any documentation for the same.
For Sino there is no tutorial as such - however this is the generated output - as taken from my 64bit windows 7 - I will need to attach it as it is to long to post on the forum ;D
If you wish I can ask Olrik for a copy of the help file
