cannot update

system · January 16, 2007, 7:35pm

I have tried to search and find the help i needed for this problem, but I couldn’t find anything. (at least I don’t think i did)

I am very new at this so i apologize if the following questions are dumb.

I use firefox, windows xp, adaware, spywarebot, and avast! (obvisously)

i keep getting the red box that reads “an error has occured while atttempting to update.” so i click and get this “Information about current update:
Last encountered error: Cannot connect to download38.avast.com (67.15.227.35:80).”

then i open the avast program using the desktop icon. i go to settings and to updates and i cannot get it to do anything remotely close to updating, manual or automatic. i try to test the connection and everytime it says “cannot connect to server, please change proxy setting and try to test again”

i have changed the firefox proxy settings (the localhost and port stuff) just like the little tutorial said to do. i ran winsock, i have uninstalled and rebooted and installed, twice. i have tried direct connection, automatic detection, and manual. i have tried the repair function. i have turned off the windows firewall. i would appreciate any advice.

here is a bit of the log:

16.01.2007 13:25:51 internet: SYNCER: Auth: another authentication, use WinInet
16.01.2007 13:25:51 package: ERROR:GetInetFile, CreateFile( “C:\DOCUME~1\Becca\LOCALS~1\Temp_av_proI.tm~a02848\dld1.tmp”) returned 0x00000002
16.01.2007 13:25:51 general: InvalidateCurrent: invalidated server ‘Download24 AVAST server’ from ‘main’
16.01.2007 13:25:51 general: SelectCurrent: selected server ‘Download8 AVAST server’ from ‘main’
16.01.2007 13:25:51 package: GetPackages - set proxy for inet
16.01.2007 13:25:51 internet: SYNCER: Type: use IE settings
16.01.2007 13:25:51 internet: SYNCER: Auth: another authentication, use WinInet
16.01.2007 13:25:51 package: ERROR:GetInetFile, CreateFile( “C:\DOCUME~1\Becca\LOCALS~1\Temp_av_proI.tm~a02848\dld1.tmp”) returned 0x00000002
16.01.2007 13:25:51 general: InvalidateCurrent: invalidated server ‘Download8 AVAST server’ from ‘main’
16.01.2007 13:25:51 general: SelectCurrent: selected server ‘Download66 AVAST server’ from ‘main’
16.01.2007 13:25:51 package: GetPackages - set proxy for inet
16.01.2007 13:25:51 internet: SYNCER: Type: use IE settings
16.01.2007 13:25:51 internet: SYNCER: Auth: another authentication, use WinInet
16.01.2007 13:25:51 package: ERROR:GetInetFile, CreateFile( “C:\DOCUME~1\Becca\LOCALS~1\Temp_av_proI.tm~a02848\dld1.tmp”) returned 0x00000002
16.01.2007 13:25:51 general: InvalidateCurrent: invalidated server ‘Download66 AVAST server’ from ‘main’
16.01.2007 13:25:51 general: SelectCurrent: selected server ‘Download30 AVAST server’ from ‘main’
16.01.2007 13:25:51 package: GetPackages - set proxy for inet
16.01.2007 13:25:51 internet: SYNCER: Type: use IE settings
16.01.2007 13:25:51 internet: SYNCER: Auth: another authentication, use WinInet
16.01.2007 13:25:51 package: ERROR:GetInetFile, CreateFile( “C:\DOCUME~1\Becca\LOCALS~1\Temp_av_proI.tm~a02848\dld1.tmp”) returned 0x00000002
16.01.2007 13:25:51 general: InvalidateCurrent: invalidated server ‘Download30 AVAST server’ from ‘main’
16.01.2007 13:25:51 general: SelectCurrent: unable to find any suitable server in ‘main’
16.01.2007 13:25:51 general: progress end - 0
16.01.2007 13:25:51 general: progress thread end

Thank you,
b

system · January 16, 2007, 9:31pm

Hi b,

Quick question are you able to surf the internet and the problem is just updating Avast?

Two things come to mind then.

1/ Existing infection
2/Some other corruption i.e. uninstall Avast get a fresh download of Home Edition from www.avast.com from another PC .

Will look at the situation a bit further later but please check in about Avast which version of Avast you are running. Right click icon in toolbar and choose ABOUT AVAST!

I am sure you will get the attention of one of the more experienced experts on this forum.

Good Luck and keep us posted.

Freedom

Lisandro · January 17, 2007, 12:13am

Basically, 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.
If your subscription allows the update right now (i.e., if it is not expired).
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
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.
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.

alanrf · January 17, 2007, 1:30am

From this log:

Nothing wrong with the servers.def file
The user has, almost certainly, successfully accessed the avast servers
avast is, for some reason, unable to create a file in the (what looks like a perfectly normal) Windows temp file directory.

We have seen this error before a number of times - we still do not have a definitive answer to what is stopping avast creating the temporary file.

I would suggest the alwaysconnected delay - but this user says that manual updates do not work either.

Lisandro · January 17, 2007, 4:19pm

This is generally due to firewall blocking or proxy issues…

alanrf · January 18, 2007, 6:09am

beccacarle,

Please check your avast setup log.

Do you get exactly the same errors reported in the log at system startup (when avast tries the automatic update) and if you wait say 10 minutes and then try a manual update?

Can you please confirm your operating system and the type of internet connection you have?

system · January 20, 2007, 11:41am

I have just started to get this error message for Avast automatic updates. Manual updates work fine. I did try uninstalling , downloading the latest v4.7 home edition and reinstalling but it’s made no difference.

I am using WinXP Home, Windows Firewall and am connecting via an ADSL router/modem.

The firewall allows access to ashUpd.exe and aswUpdSv.exe. I can’t find avast.setup as a program or file. There is a Setup folder but there are no programs in it.

I have done a search for previous reports of this problem but most are several months old so I was “pleased” to see this current thread.

Lisandro · January 20, 2007, 11:50am

When? Just after login or any time, I mean, you don’t receive any automatic update at all…?

Indeed, the following programs need access:
C:\Program Files\Alwil Software\Avast4\ashWebSv.exe (avast! Web Scanner)
C:\Program Files\Alwil Software\Avast4\ashMaiSv.exe (avast! e-Mail Scanner Service)
C:\Program Files\Alwil Software\Avast4\Setup\avast.setup (avast! Update executable).

Don’t need rights to connect:
C:\Program Files\Alwil Software\Avast4\ashServ.exe (avast! antivirus service)
C:\Program Files\Alwil Software\Avast4\aswUpdSv.exe (avast! Update Service)

But with Windows Firewall they will just ask for ‘inbound’ connections as it, the Windows Firewall, does not protect (ask) for ‘outbound’ connections.

This is a temporary file that just appears when an update (check) is about to launch, and disappears again afterwards.

system · January 20, 2007, 1:23pm

Presumably when it wants to do an automatic update.

So are you saying that the Windows Firewall permissions are not required for all these programs or just the last two?

DavidR · January 20, 2007, 2:41pm

The reason we ask about when is if it happens very close to booting up then it is possible to delay the update check to allow your connection to be established.

Unfortunately “Presumably when it wants to do an automatic update” doesn’t tell us anything, so does this typically happen shortly after boot ?

The windows firewall may already have Exceptions for the first three (Control Panel, Windows Firewall, Exceptions Tab), the last two don’t need to connect and as such shouldn’t need any exception. However the windows firewall doesn’t provide any outbound protection.

Lisandro · January 20, 2007, 3:09pm

If it is after boot, just change (or add) AlwaysConnectedWaitSeconds value into the [InetWD] section of avast4.ini file.
You could set the number of seconds to wait before attempting to update. The default is 30 but it may not be enough in some DSL systems. In this case, you can try increasing this e.g. to 60 (1 minute). That should be enough. More details here: http://forum.avast.com/index.php?board=2;action=display;threadid=1647

As far I can understand, for none… but if any asks you inbound access, let it (maybe it’s needed to check the versions you have installed).

system · January 20, 2007, 3:55pm

It does not typically happen after boot. It happens at irregular intervals. I’m aware that the Windows firewall does not provide outbound protection. Avast.setup is not one of the firewall exceptions and I can’t see how you can set up an exception for an item that is not there all the time. I can never recall the firewall asking me for permission to do anything; does Windows firewall do that? If it is a firewall problem I’ll try a different one.

Lisandro · January 20, 2007, 4:30pm

You don’t have to. avast.setup will get outbound connection only.

No, Windows firewall only alerts you inbound connection (attacks or when your computer or application needs to act like a server).

system · January 21, 2007, 10:14am

I’ve changed my firewall to Sygate Personal Firewall which I’ve used before on my desktop PC. I switched it to Allow All and I am still getting the fail to update error message so I don’t think it’s firewall related. Any other ideas?.

Lisandro · January 21, 2007, 12:09pm

I can’t be sure… Firewall has its tricks… even low level drivers troubles.
Did you follow all other suggestions I’ve posted before in this thread?

Please, post the last 50-100 files of avast log files:
C:\Program Files\Alwil Software\Avast4\DATA\log\Setup.log
C:\Program Files\Alwil Software\Avast4\Setup\setup.log

system · January 21, 2007, 1:16pm

I think I’ve done everything suggested in earlier posts. These are the last page of each of the logs you have requested. Server problems seem to feature largely in the problems. I did download and replace the servers.def file earlier as was suggested.

C:\Program Files\Alwil Software\Avast4\DATA\log\Setup.log .......................................................... 21.01.2007 12:53:42.000 1169384022 general SelectCurrent: selected server 'Download96 AVAST server' from 'main' 21.01.2007 12:53:42.000 1169384022 package GetPackages - set proxy for inet 21.01.2007 12:53:42.000 1169384022 internet SYNCER: Type: no proxy 21.01.2007 12:53:42.000 1169384022 internet SYNCER: Auth: no authentication 21.01.2007 12:53:44.000 1169384024 package ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002 21.01.2007 12:53:44.000 1169384024 general InvalidateCurrent: invalidated server 'Download96 AVAST server' from 'main' 21.01.2007 12:53:44.000 1169384024 general SelectCurrent: selected server 'Download31 AVAST server' from 'main' 21.01.2007 12:53:44.000 1169384024 package GetPackages - set proxy for inet 21.01.2007 12:53:44.000 1169384024 internet SYNCER: Type: no proxy 21.01.2007 12:53:44.000 1169384024 internet SYNCER: Auth: no authentication 21.01.2007 12:53:47.000 1169384027 package ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002 21.01.2007 12:53:47.000 1169384027 general InvalidateCurrent: invalidated server 'Download31 AVAST server' from 'main' 21.01.2007 12:53:47.000 1169384027 general SelectCurrent: selected server 'Download93 AVAST server' from 'main' 21.01.2007 12:53:47.000 1169384027 package GetPackages - set proxy for inet 21.01.2007 12:53:47.000 1169384027 internet SYNCER: Type: no proxy 21.01.2007 12:53:47.000 1169384027 internet SYNCER: Auth: no authentication 21.01.2007 12:53:49.000 1169384029 package ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002 21.01.2007 12:53:49.000 1169384029 general InvalidateCurrent: invalidated server 'Download93 AVAST server' from 'main' 21.01.2007 12:53:49.000 1169384029 general SelectCurrent: unable to find any suitable server in 'main' 21.01.2007 12:53:49.000 1169384029 internet tried 100 servers to get file 'servers.def.vpu', but failed (0x00000002) 21.01.2007 12:53:49.000 1169384029 file GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP\_av_proI.tm~a03400\onefile, servers.def.vpu, error: 0x00000002 21.01.2007 12:53:49.000 1169384029 package Download servers.def, servers.def.vpu failed with error 0x00000002. 21.01.2007 12:53:49.000 1169384029 package ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002 21.01.2007 12:53:49.000 1169384029 package ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002 21.01.2007 12:53:49.000 1169384029 general InvalidateCurrent: invalidated server 'Download93 AVAST server' from 'main' 21.01.2007 12:53:49.000 1169384029 general SelectCurrent: unable to find any suitable server in 'main' 21.01.2007 12:53:49.000 1169384029 internet tried 1 servers to get file 'servers.def', but failed (0x00000002) 21.01.2007 12:53:49.000 1169384029 file GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP\_av_proI.tm~a03400\onefile, servers.def, error: 0x00000002 21.01.2007 12:53:49.000 1169384029 package Tried to download servers.def but failed with error 0x00000002. 21.01.2007 12:53:49.000 1169384029 general Err:The system cannot find the file specified. 21.01.2007 12:53:50.000 1169384030 package Transferred files: 0 21.01.2007 12:53:50.000 1169384030 package Transferred bytes: 0 21.01.2007 12:53:50.000 1169384030 package Transfer time: 0 ms 21.01.2007 12:53:50.000 1169384030 file NeedReboot=false 21.01.2007 12:53:50.000 1169384030 general Return code: 0x00000002 [The system cannot find the file specified.] 21.01.2007 12:53:50.000 1169384030 general Stopped: 21.01.2007, 12:53:50

C:\Program Files\Alwil Software\Avast4\Setup\setup.log ................................................................... 12:53:42 dbg/int while trying to get file 'servers.def.vpu', error 0x00000002 has occured, try 97 12:53:44 min/pkg ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002 12:53:44 nrm/gen InvalidateCurrent: invalidated server 'Download96 AVAST server' from 'main' 12:53:44 nrm/gen SelectCurrent: selected server 'Download31 AVAST server' from 'main' 12:53:44 min/pkg GetPackages - set proxy for inet 12:53:44 nrm/int SYNCER: Type: no proxy 12:53:44 nrm/int SYNCER: Auth: no authentication 12:53:44 dbg/int while trying to get file 'servers.def.vpu', error 0x00000002 has occured, try 98 12:53:47 min/pkg ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002 12:53:47 nrm/gen InvalidateCurrent: invalidated server 'Download31 AVAST server' from 'main' 12:53:47 nrm/gen SelectCurrent: selected server 'Download93 AVAST server' from 'main' 12:53:47 min/pkg GetPackages - set proxy for inet 12:53:47 nrm/int SYNCER: Type: no proxy 12:53:47 nrm/int SYNCER: Auth: no authentication 12:53:47 dbg/int while trying to get file 'servers.def.vpu', error 0x00000002 has occured, try 99 12:53:49 min/pkg ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002 12:53:49 nrm/gen InvalidateCurrent: invalidated server 'Download93 AVAST server' from 'main' 12:53:49 min/gen SelectCurrent: unable to find any suitable server in 'main' 12:53:49 dbg/int while trying to get file 'servers.def.vpu', error 0x00000002 has occured, try 100 12:53:49 min/int tried 100 servers to get file 'servers.def.vpu', but failed (0x00000002) 12:53:49 min/fil GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP\_av_proI.tm~a03400\onefile, servers.def.vpu, error: 0x00000002 12:53:49 min/pkg Download servers.def, servers.def.vpu failed with error 0x00000002. 12:53:49 min/pkg ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002 12:53:49 min/pkg ERROR:GetInetFile, CreateFile( "C:\WINDOWS\TEMP\_av_proI.tm~a03400\dld1.tmp") returned 0x00000002 12:53:49 nrm/gen InvalidateCurrent: invalidated server 'Download93 AVAST server' from 'main' 12:53:49 min/gen SelectCurrent: unable to find any suitable server in 'main' 12:53:49 dbg/int while trying to get file 'servers.def', error 0x00000002 has occured, try 1 12:53:49 min/int tried 1 servers to get file 'servers.def', but failed (0x00000002) 12:53:49 min/fil GetNewerStampedFile:GetFileWithRetry failed: C:\WINDOWS\TEMP\_av_proI.tm~a03400\onefile, servers.def, error: 0x00000002 12:53:49 min/pkg Tried to download servers.def but failed with error 0x00000002. 12:53:49 min/gen Err:The system cannot find the file specified. 12:53:50 nrm/pkg Transferred files: 0 12:53:50 nrm/pkg Transferred bytes: 0 12:53:50 nrm/pkg Transfer time: 0 ms 12:53:50 vrb/fil NeedReboot=false 12:53:50 min/gen Return code: 0x00000002 [The system cannot find the file specified.] 12:53:50 min/gen Stopped: 21.01.2007, 12:53:50

Lisandro · January 21, 2007, 1:27pm

If you did not say that, I’ll ask you because it seems that there is a problem with servers.def.
If you open that file into Notepad, will you see a long list of servers that avast uses to update?
Did you change any setting (access rights) to C:\WINDOWS\TEMP\ folder?
Can you clean all _av_proI.tm~a03400 and any other temporary avast folder there?

system · January 21, 2007, 1:44pm

I had a look in servers.def and it looks like you said. The only thing in Windows/temp/avast4 is a file called Webshlock.txt but I cannot do anything with that as it’s “being used by another program”. I haven’t done anything regarding access rights or anything else for Windows/temp.

Lisandro · January 21, 2007, 1:57pm

I know it will take some time, but can you search the board for 0x00000002 keyword and try to find any solution to your problem?
It’s strange, some computers refuse to update… others, the lucky ones, have not a problem…

alanrf · January 21, 2007, 8:34pm

If you read the log, it say very clearly that avast had a perfectly good servers.def file to start with that contained 100 servers. You will note in the first part of the log posted that avast (as always in these 0x00000002 errors) cannot create files in the Windows temporary file directory.

That suggests that some other process is blocking avast from creating the temporary files it needs.

This is plain clear and simple not not a connectivity problem.

So we really need to be looking at things that could be the “block” to avast creating the temporary files.

The very strange thing about this incident is that we know that avast could write to the Windows temporary folder at startup because it created the Webshlock.txt then. avast is writing to the temporary folder all the time during normal surfing with the Webshield active. So how come only the avast update process (apparently) cannot create temporary files in the middle of normal system processing?

I really think we need some thought from the avast team on better ways to further diagnose a problem like this.

cannot update

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