Avast Internet Security regularly stops working (UI Failed to load)

system · 2017-08-02T18:30:41.000Z

The past week, I am having a serious issue that Avast regularly stops working:
while running fine for some time, suddenly it stops working with the below message:

AVAST “UI Failed to load.” (“This is really embarrassing. AV Service is not responding.”)

Restarting the service, solves the issue: Avast is running fine again, but only temporarily.
The issue pops up again after some time.
This happens a few times per day. Me not happy…

Searching the forum (and google) I learnt that this issue is reported quite often,
but nowhere I can find a working solution/workaround, nor a possible outlook for a possible fix.

Since I came across some threads explicitily for windows XP and/or Windows 10, I wanted to open a new one.
If someone can either point me to the most relevant thread, or come with a short conclusion, I would be gratefull.

A clean install (with first using ‘avastclear.exe’ in safe mode, and then a complete re-install), like suggested on some threads,
doesn’t solve the issue.

Some details:
AVAST version : Avast Internet Security version 17.5.2303 (build 17.5.3585.192).
Windows OS : Windows 7 Home Premium, Service Pack 1. (32-bit)

Today for example, this occurred already 5 times.
When looking in the Windows event viewer, I can find several errors:
Event 7031: Service Control Manager - The Avast Antivirus-service unexpectedly stopped. => 3 entries for today (the first 3 issues)
→ Note: first entry logged at July 6th 2017
Event 7034: Service Control Manager - The Avast Antivirus-service unexpectedly stopped. => 2 entries for today (issue #4 and #5)
→ Note: first entry logged at July 19th 2017
Event 1000: Application Error - AvastSvc.exe, KERNELBASE.dll => 1 entry (around the same time as issue #4)
→ Note: first entry logged at July 9th 2017

I don’t know whether it is related to the Avast update, or to a Windows update (or a combination of both).
Any suggestions/hints are more than welcome.

So far I am a happy user of Avast for several years, but now I am doubting to renew my license in a couple of months…
I would have hoped that there was a solution available by now…

bob3160 · 2017-08-02T19:46:14.000Z

Try the following:

Repair Avast:
Control Panel> Program and Features (Add/remove program)>Select Avast> Select Repair. Reboot when completed
https://www.avast.com/faq.php?article=AVKB204

If Repair doesn’t fix the problem, try the following:
Clean Install of Avast:
https://goo.gl/4Ptzkf
If you need additional help with the Clean Install, watch this:
https://youtu.be/p-h3myRD51A
You might also want to check out the current beta version that addressed a problem with the Behavior Shield not starting.
https://forum.avast.com/index.php?topic=206494.0

Charvin · 2017-08-03T07:54:02.000Z

Nothing will work. No matter what you do. Clean install reformat windows and install it will come up. I have had this issue since they introduced this new UI and surprisingly still got it. Just a few mins ago i did an avast trail update and the same thing is back again.
Really really fed up with this issue. And frustratingly there are no working solution to the same either. And as you have noticed there is an increased amount of the same issue getting reported in beta and stable. :-\

bob3160 · 2017-08-03T13:19:10.000Z

Next step if you really want to help solve the problem:
Submitting a support file using the Avast Support Tool: https://www.avast.com/faq.php?article=AVKB33

system · 2017-08-06T09:55:16.000Z

Just an update:
I raised a ticket for the Avast Support, but their first workaround suggestion doesn’t help.
They suggested to put the Remote Desktop Services to ‘Automatic’ and make sure it is ‘started’,
and (again) do a clean uninstall and complete re-install, but this doesn’t help.

While looking in the Windows Eventlog, I can see following entries:
at 17:43:59 event 7031 - Service control manager : “Avast Antivirus-service stopped unexpectedly. This occurred 1 time. Next repair action to be executed in 5000ms: restart service”

=> apparantly the repair action (restarting the service) worked

at 18:12:52 event 7031 - Service control manager : “Avast Antivirus-service stopped unexpectedly. This occurred 2 times. Next repair action to be executed in 5000ms: restart service”

=> apparantly the repair action (restarting the service) worked

at 21:01:17 event 7031 - Service control manager : “Avast Antivirus-service stopped unexpectedly. This occurred 3 times. Next repair action to be executed in 5000ms: executing the configured repair program”

=> apparantly this repair action didn’t solve it, since now Avast is stuck. After this event, another event is reported: event 7032 - Service control manager : " executing the configured repair program failed with following reason: no repair program is configured for this service"

Note that the text between quotes is my own translation from Dutch to English (so in English it won’t be literally like that)

bob3160 · 2017-08-06T14:32:33.000Z

@ vaesr
Have you sent a support file as outlined in my last reply?
https://www.avast.com/faq.php?article=AVKB33

system · 2017-08-07T20:18:35.000Z

@bob3160

No I didn’t send a support file yet.
Not because I am stubborn or so, but I was under the impression that the tech guy/girl treating the ticket would ask for if needed.

bob3160 · 2017-08-07T20:27:26.000Z

vaesr post:7:

@bob3160

No I didn’t send a support file yet.
Not because I am stubborn or so, but I was under the impression that the tech guy/girl treating the ticket would ask for if needed.

Can’t give you an answer on that. I don’t work for Avast.

system · 2017-08-12T11:59:08.000Z

Update: my problem is solved.

The support team asked me to do a complete uninstall, manually clean/delete some files, make sure the Remote Desktop Services were started up and then re-install. This solved the issue.

Maybe it can help some others with similar issues as well…

From the support team:
[i]May I ask you to reinstall Avast on your computer once more following the steps on our official webpage below?

https://www.avast.com/faq.php?article=AVKB94

Once you will uninstall Avast and remove all the listed files manually, please verify the status of the service “Remote Desktop Services” again, so that its “Startup type” would be set to “Automatic” and so that the service would be properly running.[/i]

bob3160 · 2017-08-12T13:12:13.000Z

Totally following the advice offered in reply 1 would have accomplished this a while back.

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