Avast won't update

Avast Free Antivirus / Premium Security
1

For some reason, I can’t get Avast to update. It tells me it can’t connect to the http://download105.avast.com/ server. My firewall is on, but Avast is in the exceptions. What could be the problem?

2

Basically, check the log files (or post the last 150 lines of the logs):
C:\Program Files\Alwil Software\Avast4\DATA\log\Setup.log or
C:\Program Files\Alwil Software\Avast4\Setup\setup.log

Also check:

  1. If your subscription allows the update right now (i.e., if it is not expired). Home (free) version need registering each 14 months.
    I hope you haven’t bought a license from a site on this list: http://www.avast.com/eng/fraudulent-sales-of-avast-products.html

Also, bad jollyroger.vpu file could contain banned registration keys with error and then update fails because of an invalid key. See how to download a new jollyroger.vpu, http://forum.avast.com/index.php?topic=27185.msg222148#msg222148.

  1. If your firewall settings and allow avast.setup to connect.
    If you’re not sure, just turn off your firewall (to be sure the update failure is not due to it).
    Maybe you should ‘remove’ avast.setup entry, try to update, receiving a new alert from the firewall, allowing it and checking it to remember.

  2. Check your proxy settings into avast!:
    Left click the avast icon > Settings
    Update (Basic) > Details > Proxy
    Make sure your browser is not set to “Work Offline” (this option is generally in the File menu).
    If it doesn’t help, try switching from “Auto-detect” to “No proxy” (I’m assuming you’re not connecting to the Internet via proxy).
    You can run proxycfg -d in a DOS window to make your computer connect direct, without proxy. You can run proxycfg -h for help.

  3. Also you can try changing update service’s login account, follow this:
    Open services control panel (e.g. Start->Run, and type: services.msc
    Double-click on avast! iAVS4 Control Service to show properties. Switch to LogOn page.
    Enter administrator account name and password.
    Do the same for avast! Antivirus service.
    Then start update again.

  4. The last option, check if the servers.def file is corrupt or 0KB (C:\Program Files\Alwil Software\Avast4\Setup\servers.def).
    You can try and download the servers.def file, http://files.avast.com/iavs4x/servers.def and replace the one in the avast setup folder.

3

I’m not that “computer savvy,” so do I have to post the last 150 lines from each of those files, or from one or the other?

Also, I think that 4. might be the problem. Where exactly do I type in this information?

4

C:\Program Files\Alwil Software\Avast4\DATA\log\Setup.log should be ok.

Sorry, I can only make screenshots in Portuguese…

5

When I typed in the username and password and then restarted the service it told me that the logon name was invalid.

6

Please, post the last 150 lines of the logs as I’ve asked before.

7

Here are the last 150. This may take a couple posts.

14:12:44 min/pkg GetPackages - set proxy for inet
14:12:44 nrm/int SYNCER: Type: use IE settings
14:12:44 nrm/int SYNCER: Auth: another authentication, use WinInet
14:12:44 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 154
14:12:46 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:12:46 nrm/gen InvalidateCurrent: invalidated server ‘Download82 AVAST server’ from ‘main’
14:12:46 nrm/gen SelectCurrent: selected server ‘Download81 AVAST server’ from ‘main’
14:12:46 min/pkg GetPackages - set proxy for inet
14:12:46 nrm/int SYNCER: Type: use IE settings
14:12:46 nrm/int SYNCER: Auth: another authentication, use WinInet
14:12:46 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 155
14:12:48 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:12:48 nrm/gen InvalidateCurrent: invalidated server ‘Download81 AVAST server’ from ‘main’
14:12:48 nrm/gen SelectCurrent: selected server ‘Download102 AVAST server’ from ‘main’
14:12:48 min/pkg GetPackages - set proxy for inet
14:12:48 nrm/int SYNCER: Type: use IE settings
14:12:48 nrm/int SYNCER: Auth: another authentication, use WinInet
14:12:48 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 156
14:12:50 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:12:50 nrm/gen InvalidateCurrent: invalidated server ‘Download102 AVAST server’ from ‘main’
14:12:50 nrm/gen SelectCurrent: selected server ‘Download94 AVAST server’ from ‘main’
14:12:50 min/pkg GetPackages - set proxy for inet
14:12:50 nrm/int SYNCER: Type: use IE settings
14:12:50 nrm/int SYNCER: Auth: another authentication, use WinInet
14:12:50 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 157
14:12:52 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:12:52 nrm/gen InvalidateCurrent: invalidated server ‘Download94 AVAST server’ from ‘main’
14:12:52 nrm/gen SelectCurrent: selected server ‘Download209 AVAST server’ from ‘main’
14:12:52 min/pkg GetPackages - set proxy for inet
14:12:52 nrm/int SYNCER: Type: use IE settings
14:12:52 nrm/int SYNCER: Auth: another authentication, use WinInet
14:12:52 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 158
14:12:54 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:12:54 nrm/gen InvalidateCurrent: invalidated server ‘Download209 AVAST server’ from ‘main’
14:12:54 nrm/gen SelectCurrent: selected server ‘Download1 AVAST server’ from ‘main’
14:12:54 min/pkg GetPackages - set proxy for inet
14:12:54 nrm/int SYNCER: Type: use IE settings
14:12:54 nrm/int SYNCER: Auth: another authentication, use WinInet
14:12:54 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 159
14:12:56 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:12:56 nrm/gen InvalidateCurrent: invalidated server ‘Download1 AVAST server’ from ‘main’
14:12:56 nrm/gen SelectCurrent: selected server ‘Download914 AVAST server’ from ‘main’
14:12:56 min/pkg GetPackages - set proxy for inet
14:12:56 nrm/int SYNCER: Type: use IE settings
14:12:56 nrm/int SYNCER: Auth: another authentication, use WinInet
14:12:56 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 160
14:12:58 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:12:58 nrm/gen InvalidateCurrent: invalidated server ‘Download914 AVAST server’ from ‘main’
14:12:58 nrm/gen SelectCurrent: selected server ‘Download39 AVAST server’ from ‘main’
14:12:58 min/pkg GetPackages - set proxy for inet
14:12:58 nrm/int SYNCER: Type: use IE settings
14:12:58 nrm/int SYNCER: Auth: another authentication, use WinInet
14:12:58 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 161
14:13:00 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:13:00 nrm/gen InvalidateCurrent: invalidated server ‘Download39 AVAST server’ from ‘main’
14:13:00 nrm/gen SelectCurrent: selected server ‘Download202 AVAST server’ from ‘main’
14:13:00 min/pkg GetPackages - set proxy for inet
14:13:00 nrm/int SYNCER: Type: use IE settings
14:13:00 nrm/int SYNCER: Auth: another authentication, use WinInet
14:13:00 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 162
14:13:03 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:13:03 nrm/gen InvalidateCurrent: invalidated server ‘Download202 AVAST server’ from ‘main’
14:13:03 nrm/gen SelectCurrent: selected server ‘Download108 AVAST server’ from ‘main’
14:13:03 min/pkg GetPackages - set proxy for inet
14:13:03 nrm/int SYNCER: Type: use IE settings
14:13:03 nrm/int SYNCER: Auth: another authentication, use WinInet
14:13:03 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 163
14:13:05 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:13:05 nrm/gen InvalidateCurrent: invalidated server ‘Download108 AVAST server’ from ‘main’
14:13:05 nrm/gen SelectCurrent: selected server ‘Download62 AVAST server’ from ‘main’
14:13:05 min/pkg GetPackages - set proxy for inet
14:13:05 nrm/int SYNCER: Type: use IE settings
14:13:05 nrm/int SYNCER: Auth: another authentication, use WinInet
14:13:05 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 164
14:13:07 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:13:07 nrm/gen InvalidateCurrent: invalidated server ‘Download62 AVAST server’ from ‘main’
14:13:07 nrm/gen SelectCurrent: selected server ‘Download105 AVAST server’ from ‘main’
14:13:07 min/pkg GetPackages - set proxy for inet
14:13:07 nrm/int SYNCER: Type: use IE settings
14:13:07 nrm/int SYNCER: Auth: another authentication, use WinInet
14:13:07 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 165
14:13:09 min/pkg ERROR:HttpGetWininet, catch returned 0x00002EFD
14:13:09 nrm/gen InvalidateCurrent: invalidated server ‘Download105 AVAST server’ from ‘main’
14:13:09 min/gen SelectCurrent: unable to find any suitable server in ‘main’
14:13:09 dbg/int while trying to get file ‘servers.def.vpu’, error 0x20000004 has occured, try 166
14:13:09 min/int tried 166 servers to get file ‘servers.def.vpu’, but failed (0x20000004)
14:13:09 min/fil GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP_av_proI.tm~a03780\onefile, servers.def.vpu, error: 0x20000004
14:13:09 min/pkg Download servers.def, servers.def.vpu failed with error 0x20000011.

8

14:13:09 min/gen Err:Cannot connect to download105.avast.com (74.53.75.210:80).
14:13:09 nrm/pkg Transferred files: 0
14:13:09 nrm/pkg Transferred bytes: 0
14:13:09 nrm/pkg Transfer time: 0 ms
14:13:09 vrb/fil NeedReboot=false
14:13:09 min/gen Return code: 0x20000004 [Cannot connect to download105.avast.com (74.53.75.210:80).]
14:13:09 min/gen Stopped: 03.10.2007, 14:13:09

14:13:10 min/gen Started: 03.10.2007, 14:13:10
14:13:10 min/gen Running setup_av_pro-413 (1043)
14:13:10 nrm/sys Operating system: WindowsXP ver 5.1, build 2600, sp 2.0 [Service Pack 2]
14:13:10 vrb/sys Computer WinName: DIEMER
14:13:10 min/sys Windows Net User: SYSTEM
14:13:10 min/gen Cmdline: /stopstat /verysilent /noreboot
14:13:10 vrb/gen Operation set to INST_OP_[16]
14:13:10 min/gen Old version: 413 (1043)
14:13:10 nrm/gen SGW32P::CheckIfInstalled set m_bAlreadyInstalled to 1
14:13:10 nrm/int SYNCER: Type: use IE settings
14:13:10 nrm/int SYNCER: Auth: another authentication, use WinInet
14:13:10 vrb/pkg Part prg_av_pro-413 is installed
14:13:10 vrb/pkg Part vps-77301 is installed
14:13:10 vrb/pkg Part news-4b is installed
14:13:10 vrb/pkg Part setup_av_pro-413 is installed
14:13:10 vrb/pkg Part jrog-15 is installed
14:13:10 min/gen Old version: 413 (1043)
14:13:10 nrm/pkg Transferred files: 0
14:13:10 nrm/pkg Transferred bytes: 0
14:13:10 nrm/pkg Transfer time: 0 ms
14:13:10 vrb/fil NeedReboot=false
14:13:10 min/gen Return code: 0x20000001 [Nothing done]
14:13:10 min/gen Stopped: 03.10.2007, 14:13:10

14:16:09 min/gen Started: 03.10.2007, 14:16:09
14:16:09 min/gen Running setup_av_pro-413 (1043)
14:16:09 nrm/sys Operating system: WindowsXP ver 5.1, build 2600, sp 2.0 [Service Pack 2]
14:16:09 vrb/sys Computer WinName: (Name here)
14:16:09 min/sys Windows Net User: (User here)
14:16:09 min/gen Cmdline: /showsummary /silent /noreboot
14:16:09 vrb/gen Operation set to INST_OP_[17]
14:16:09 min/gen Old version: 413 (1043)
14:16:09 nrm/gen SGW32P::CheckIfInstalled set m_bAlreadyInstalled to 1
14:16:09 nrm/int SYNCER: Type: use IE settings
14:16:09 nrm/int SYNCER: Auth: another authentication, use WinInet
14:16:09 vrb/pkg Part prg_av_pro-413 is installed
14:16:09 vrb/pkg Part vps-77301 is installed
14:16:09 vrb/pkg Part news-4b is installed
14:16:09 vrb/pkg Part setup_av_pro-413 is installed
14:16:09 vrb/pkg Part jrog-15 is installed
14:16:09 min/gen Old version: 413 (1043)
14:16:19 nrm/pkg Transferred files: 0
14:16:19 nrm/pkg Transferred bytes: 0
14:16:19 nrm/pkg Transfer time: 0 ms
14:16:19 vrb/fil NeedReboot=false
14:16:19 min/gen Return code: 0x20000001 [Nothing done]
14:16:19 min/gen Stopped: 03.10.2007, 14:16:19

9

Seems that you’re not being able to download C:\Program Files\Alwil Software\Avast4\Setup\servers.def file.
You can try and download the servers.def file, http://files.avast.com/iavs4x/servers.def and replace the one in the avast setup folder.

10

What this log showed was that the user had a perfectly good servers.def file.

The log showed that every attempt to download from each avast server failed and that avast trashed every server from the servers.def file.

The log showed the servers.def file was depleted by avast and that it could then not download a new servers.def file.

This is repeated over and over and over and over and over and over again in this forum.

It really is time that the avast team made some intellectual investment in eliminating this unnecessarily repetitive problem for avast users.

If, as so often claimed by avast, this is a user problem then please give much better advice to users on how to overcome your failure. I find it hard to think of another function that has the reported update problems that I see in this forum. You know I am a supporter … but, for the life of me, I cannot think of another product that has the number of reported regular update problems (other than Thunderbird … do you want to be in that class?) than avast.

11

Well, I’m also having several other strange online related problems.

I got Avast to replace Norton (which sucked, Avast is doing great. Got rid of four Trojans). Norton could never update either. And, in Halo when I make a game, nobody can join. Another problem that recently miraculously fixed itself is that Outlook would never Send/Receive mail. Same with Thunderbird. Now they both can with no problems whatsever.

12

Isolate the problem will help troubleshooting.

  1. Remove NAV through Add/Remove programs from Control Panel. Boot.
  2. Use Norton Removal Tool for Windows 2000/XP/Vista.
  3. Boot.
  4. Install avast! Boot.
  5. See what you get.
13

Well, I removed it via CCleaner. Should that have worked?

14

Maybe not. CCleaner is far from the deepness of that Symantec tool that you can try at any time, even now when time has passed by since the uninstallation.

15

I don’t see anything Norton related besides LiveUpdate in the Add/Remove Programs.

16

Add Remove problems isn’t the issue but remnants left in the registry like virtual device drivers which can conflict, so to be absolutely sure you should run the removal tool designed for the task.

17

Hmmm… The download link didn’t work for me.

18

Can you say exactly which part doesn’t work, the link to the page or the actual download as both work for me ?

What errors or messages are displayed, etc. ?
You could try this link for the removal tool that can remove the remnants of a number of different Norton Programs:
Removing your Norton program using SymNRT

19

The problem might be browser, since I’m using Firefox.

EDIT: And I get a “Page cannot be displayed” when I click on Download Now.

Wait, I looked closer at that picture and saw that you were using Firefox too.

20

Are you sure…? I’ve tested right now.