Can't install Avast Antivirus

Avast Free Antivirus / Premium Security
1

I tried to do a clean install because I couldn’t update the client.
(On update attempts it kept showing error msg saying it “failed to connect to host”. It was localized in Korean so I’m not sure if that is the exact msg in English clients.)
I uninstalled, did a reboot, downloaded the latest installer from the official website, and then tried to install unsuccessfully. (copy pasted all the warning/error logs below)
So I removed all the other 3rd party security programs from my computer before repeating the process above, just to get the same errors again.

I’m on Windows 10 Home 10.0.17134

Please let me know if there is any other information I can provide that would help resolve the issue.

Thank you.

2018-09-07 02:43:03.923Warningsettings[8040,17060]Did not find any values in file ‘C:\ProgramData\AVAST Software\Avast\burger_client.ini’
2018-09-07 02:43:08.644ErrorAres[8040,13428]Unable to resolve hosts after 3121 ms (258, The wait operation timed out.)
2018-09-07 02:43:08.645Errordnsqueryex[8040,13428]Unable to resolve host ‘j3257973.iavs9x.u.avast.com’ into IPv4 after 0 ms
2018-09-07 02:43:08.646Errordnsqueryex[8040,13428]Unable to resolve host ‘j3257973.iavs9x.u.avast.com’ into IPv6 after 0 ms
2018-09-07 02:43:08.647Errordnsqueryex[8040,13428]Unable to resolve host ‘k7105463.iavs9x.u.avast.com’ into IPv4 after 0 ms
2018-09-07 02:43:08.648Errordnsqueryex[8040,13428]Unable to resolve host ‘k7105463.iavs9x.u.avast.com’ into IPv6 after 0 ms
2018-09-07 02:43:08.649Errordnsqueryex[8040,13428]Unable to resolve host ‘r3015597.iavs9x.u.avast.com’ into IPv4 after 0 ms
2018-09-07 02:43:08.650Errordnsqueryex[8040,13428]Unable to resolve host ‘r3015597.iavs9x.u.avast.com’ into IPv6 after 0 ms
2018-09-07 02:43:08.650Errordnsqueryex[8040,13428]Unable to resolve host ‘s-iavs9x.avcdn.net’ into IPv4 after 0 ms
2018-09-07 02:43:08.651Errordnsqueryex[8040,13428]Unable to resolve host ‘s-iavs9x.avcdn.net’ into IPv6 after 0 ms
2018-09-07 02:43:08.652Errordnsqueryex[8040,13428]Unable to resolve host ‘v6197912.iavs9x.u.avast.com’ into IPv4 after 0 ms
2018-09-07 02:43:08.653Errordnsqueryex[8040,13428]Unable to resolve host ‘v6197912.iavs9x.u.avast.com’ into IPv6 after 0 ms
2018-09-07 02:43:08.654Errordnsqueryex[8040,13428]Unable to resolve host ‘v6959781.iavs9x.u.avast.com’ into IPv4 after 0 ms
2018-09-07 02:43:08.654Errordnsqueryex[8040,13428]Unable to resolve host ‘v6959781.iavs9x.u.avast.com’ into IPv6 after 0 ms
2018-09-07 02:43:11.470ErrorAres[8040,13428]Unable to resolve hosts after 2807 ms (258, The wait operation timed out.)
2018-09-07 02:43:11.477ErrorCurl[8040,13428]‘http://v6197912.iavs9x.u.avast.com/iavs9x/ais_gen_gui-859.vpx’ from [119.207.64.23] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 02:43:11.479Warningdldwrap[8040,13428]HttpGet: download type switched to WinHttp IPv4
2018-09-07 02:43:13.494ErrorWinHttp[8040,13428]‘http://v6959781.iavs9x.u.avast.com/iavs9x/ais_gen_gui-859.vpx’ from [119.207.64.70] was not downloaded (12029, A connection with the server could not be established)
2018-09-07 02:43:13.496Warningdldwrap[8040,13428]HttpGet: download type switched to Curl IPv6
2018-09-07 02:43:15.502ErrorCurl[8040,13428]‘http://v6959781.iavs9x.u.avast.com/iavs9x/ais_gen_gui-859.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 02:43:15.504Warningdldwrap[8040,13428]HttpGet: download type switched to WinHttp IPv6
2018-09-07 02:43:17.508ErrorWinHttp[8040,13428]‘http://v6959781.iavs9x.u.avast.com/iavs9x/ais_gen_gui-859.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, The server name or address could not be resolved)
2018-09-07 02:43:17.511Warningdldwrap[8040,13428]HttpGet: download type switched to Curl IPv4
2018-09-07 02:43:19.147Errortasks[8040,16568]Exception: CURL failed. CURL error code: 28. Timeout was reached. Resolving timed out after 15000 milliseconds
Code: 0x0000001c (28)
2018-09-07 02:43:19.516ErrorCurl[8040,13428]‘http://v6197912.iavs9x.u.avast.com/iavs9x/ais_gen_gui-859.vpx’ from [173.223.227.42] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 02:43:19.518Warningdldwrap[8040,13428]HttpGet: download type switched to WinHttp IPv4
2018-09-07 02:43:21.523ErrorWinHttp[8040,13428]‘http://r3015597.iavs9x.u.avast.com/iavs9x/ais_gen_gui-859.vpx’ from [173.223.227.56] was not downloaded (12029, A connection with the server could not be established)
2018-09-07 02:43:21.525Warningdldwrap[8040,13428]HttpGet: download type switched to Curl IPv6
2018-09-07 02:43:23.530ErrorCurl[8040,13428]‘http://v6959781.iavs9x.u.avast.com/iavs9x/ais_gen_gui-859.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 02:43:23.532Warningdldwrap[8040,13428]HttpGet: download type switched to WinHttp IPv6
2018-09-07 02:43:25.536ErrorWinHttp[8040,13428]‘http://v6197912.iavs9x.u.avast.com/iavs9x/ais_gen_gui-859.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, The server name or address could not be resolved)
2018-09-07 02:43:25.542Warningdldwrap[8040,13428]HttpGet: download type switched to Curl IPv4 SSL
2018-09-07 02:43:27.547ErrorCurl[8040,13428]‘https://s-iavs9x.avcdn.net/iavs9x/ais_gen_gui-859.vpx’ from [88.221.81.192] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 02:43:27.550Warningdldwrap[8040,13428]HttpGet: download type switched to Curl IPv6 SSL
2018-09-07 02:43:29.555ErrorCurl[8040,13428]‘https://s-iavs9x.avcdn.net/iavs9x/ais_gen_gui-859.vpx’ from [2600:1417:e:286::240d] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 02:43:29.557Errorengine[8040,13428]UpdateToFull: Unable to download full package ‘ais_gen_gui-859.vpx’!
2018-09-07 02:43:29.559Errorengine[8040,13428]UpdateVPXs: package ais_gen_gui was not updated. Status: 41223 (0x0000A107) [Server is down]
2018-09-07 02:43:29.564ErrorCurl[8040,13428]‘http://r3015597.iavs9x.u.avast.com/iavs9x/ais_gen_gui_cef-845.vpx’ from [119.207.64.21] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 02:43:29.566Warningdldwrap[8040,13428]HttpGet: download type switched to WinHttp IPv4
2018-09-07 02:43:31.570ErrorWinHttp[8040,13428]‘http://j3257973.iavs9x.u.avast.com/iavs9x/ais_gen_gui_cef-845.vpx’ from [173.223.227.42] was not downloaded (12029, A connection with the server could not be established)
2018-09-07 02:43:31.572Warningdldwrap[8040,13428]HttpGet: download type switched to Curl IPv6
2018-09-07 02:43:33.579ErrorCurl[8040,13428]‘http://v6197912.iavs9x.u.avast.com/iavs9x/ais_gen_gui_cef-845.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 02:43:33.583Warningdldwrap[8040,13428]HttpGet: download type switched to WinHttp IPv6
2018-09-07 02:43:35.589ErrorWinHttp[8040,13428]‘http://v6959781.iavs9x.u.avast.com/iavs9x/ais_gen_gui_cef-845.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, The server name or address could not be resolved)
2018-09-07 02:43:35.592Warningdldwrap[8040,13428]HttpGet: download type switched to Curl IPv4 SSL
2018-09-07 02:43:37.598ErrorCurl[8040,13428]‘https://s-iavs9x.avcdn.net/iavs9x/ais_gen_gui_cef-845.vpx’ from [112.175.42.14] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 02:43:37.601Warningdldwrap[8040,13428]HttpGet: download type switched to Curl IPv6 SSL
2018-09-07 02:43:39.623ErrorCurl[8040,13428]‘https://s-iavs9x.avcdn.net/iavs9x/ais_gen_gui_cef-845.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 02:43:39.625Errorengine[8040,13428]UpdateToFull: Unable to download full package ‘ais_gen_gui_cef-845.vpx’!
2018-09-07 02:43:39.627Errorengine[8040,13428]UpdateVPXs: package ais_gen_gui_cef was not updated. Status: 41223 (0x0000A107) [Server is down]
2018-09-07 02:43:52.071Warningdnsqueryex[8040,13780]Unable to resolve ‘v7.stats.avast.com’ into IPv6 via DNS servers [8.8.8.8,8.8.4.4] (1460, This operation returned because the timeout period expired.)
2018-09-07 02:43:52.071Errordnsqueryex[8040,9948]Unable to resolve ‘v7.stats.avast.com’ into IPv4 via DNS servers [8.8.8.8,8.8.4.4] (1460, This operation returned because the timeout period expired.)
2018-09-07 02:43:56.319ErrorAres[8040,13428]Unable to resolve hosts after 16252 ms (258, The wait operation timed out.)
2018-09-07 02:44:11.640ErrorAres[8040,13428]Unable to resolve hosts after 15315 ms (258, The wait operation timed out.)
2018-09-07 02:44:26.683Errortasks[8040,15944]Exception: CURL failed. CURL error code: 28. Timeout was reached. Resolving timed out after 15000 milliseconds
Code: 0x0000001c (28)

2
  • Which Avast…? (Free/Pro/IS/Premier)
  • Which version…?
  • Other security related software installed…?
  • Which AV(s) did you use before Avast…?
3
  • Which Avast…? (Free/Pro/IS/Premier) : Avast Free Antivirus
  • Which version…? : The latest install file from here - https://www.avast.com/en-us/index#pc. Can’t remember the version before I uninstalled it. Sorry.
  • Other security related software installed…? - For anti virus systems, I had McAfee which was disabled and never had it on after I got Avast. I already uninstalled it as soon as I had the issue. I also already uninstalled some web security programs such as anti-key logger just in case.
  • Which AV(s) did you use before Avast…? - McAfee

Sorry if I misunderstood your questions/not providing enough answers. English is not my first language, but Avast seem to have no Korean support pages.

4

First, be sure to get rid of all remnants of your prior installed AV(s)…!!
→ https://support.avast.com/article/11/

Then:

  1. Download Avast Free Antivirus: https://files.avast.com/iavs9x/avast_free_antivirus_setup_offline.exe
  2. Follow instructions: https://www.avast.com/uninstall-utility (Run this tool for all prior installed Avast versions…!!)
  3. Reinstall Avast with the downloaded installer from point 1.
  4. Reboot.
5

Thank you. I removed all the remaining files from old Anti Virus programs and managed to reinstall Avast through those steps.

But I still can’t update the program or the virus definition.
I tried to changed the language to English so I can show you the screenshot, but even the language pack failed to download. (warning/error logs pasted below)

It seems that the client itself is fine, but it just can’t connect to avast domains for some reason.
I checked thoroughly if there is any other firewall / anti virus programs left but couldn’t find any.

Also, I was looking into this issue on the internet, and I noticed that other Avast users seem to have an entry with Avast address in Windows hosts file while mine doesn’t have one.
Could it be related to the issue?

2018-09-07 05:27:52.989Warningsettings[23312,7784]Did not find any values in file ‘C:\ProgramData\AVAST Software\Avast\burger_client.ini’
2018-09-07 05:28:05.206Errordnsqueryex[23312,16804]Unable to resolve ‘v7event.stats.avast.com’ into IPv4 via DNS servers [8.8.8.8,8.8.4.4] (1460, This operation returned because the timeout period expired.)
2018-09-07 05:28:05.207Warningdnsqueryex[23312,16176]Unable to resolve ‘v7event.stats.avast.com’ into IPv6 via DNS servers [8.8.8.8,8.8.4.4] (1460, This operation returned because the timeout period expired.)
2018-09-07 05:28:08.130Errortasks[23312,21916]Exception: CURL failed. CURL error code: 28. Timeout was reached. Resolving timed out after 15000 milliseconds
Code: 0x0000001c (28)
2018-09-07 05:28:08.814ErrorAres[23312,22688]Unable to resolve hosts after 15610 ms (258, The wait operation timed out.)
2018-09-07 05:28:26.008ErrorAres[23312,22688]Unable to resolve hosts after 17187 ms (258, The wait operation timed out.)
2018-09-07 05:28:29.328ErrorAres[23312,22688]Unable to resolve hosts after 2806 ms (258, The wait operation timed out.)
2018-09-07 05:28:29.334Errordnsqueryex[23312,22688]Unable to resolve host ‘b5631766.iavs9x.u.avast.com’ into IPv4 after 0 ms
2018-09-07 05:28:29.338Errordnsqueryex[23312,22688]Unable to resolve host ‘b5631766.iavs9x.u.avast.com’ into IPv6 after 0 ms
2018-09-07 05:28:29.341Errordnsqueryex[23312,22688]Unable to resolve host ‘d0566038.iavs9x.u.avast.com’ into IPv4 after 0 ms
2018-09-07 05:28:29.344Errordnsqueryex[23312,22688]Unable to resolve host ‘d0566038.iavs9x.u.avast.com’ into IPv6 after 0 ms
2018-09-07 05:28:29.350Errordnsqueryex[23312,22688]Unable to resolve host ‘j3257973.iavs9x.u.avast.com’ into IPv4 after 0 ms
2018-09-07 05:28:29.353Errordnsqueryex[23312,22688]Unable to resolve host ‘j3257973.iavs9x.u.avast.com’ into IPv6 after 0 ms
2018-09-07 05:28:29.356Errordnsqueryex[23312,22688]Unable to resolve host ‘l2932126.iavs9x.u.avast.com’ into IPv4 after 0 ms
2018-09-07 05:28:29.360Errordnsqueryex[23312,22688]Unable to resolve host ‘l2932126.iavs9x.u.avast.com’ into IPv6 after 0 ms
2018-09-07 05:28:29.363Errordnsqueryex[23312,22688]Unable to resolve host ‘s-iavs9x.avcdn.net’ into IPv4 after 0 ms
2018-09-07 05:28:29.368Errordnsqueryex[23312,22688]Unable to resolve host ‘s-iavs9x.avcdn.net’ into IPv6 after 0 ms
2018-09-07 05:28:29.373Errordnsqueryex[23312,22688]Unable to resolve host ‘v6959781.iavs9x.u.avast.com’ into IPv4 after 0 ms
2018-09-07 05:28:29.374Errordnsqueryex[23312,22688]Unable to resolve host ‘v6959781.iavs9x.u.avast.com’ into IPv6 after 0 ms
2018-09-07 05:28:32.191ErrorAres[23312,22688]Unable to resolve hosts after 2806 ms (258, The wait operation timed out.)
2018-09-07 05:28:32.210ErrorCurl[23312,22688]‘http://j3257973.iavs9x.u.avast.com/iavs9x/ais_dll_eng-879.vpx’ from [119.207.64.149] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 05:28:32.217Warningdldwrap[23312,22688]HttpGet: download type switched to WinHttp IPv4
2018-09-07 05:28:34.231ErrorWinHttp[23312,22688]‘http://d0566038.iavs9x.u.avast.com/iavs9x/ais_dll_eng-879.vpx’ from [119.207.64.21] was not downloaded (12029, A connection with the server could not be established)
2018-09-07 05:28:34.237Warningdldwrap[23312,22688]HttpGet: download type switched to Curl IPv6
2018-09-07 05:28:36.244ErrorCurl[23312,22688]‘http://d0566038.iavs9x.u.avast.com/iavs9x/ais_dll_eng-879.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 05:28:36.249Warningdldwrap[23312,22688]HttpGet: download type switched to WinHttp IPv6
2018-09-07 05:28:38.254ErrorWinHttp[23312,22688]‘http://j3257973.iavs9x.u.avast.com/iavs9x/ais_dll_eng-879.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, The server name or address could not be resolved)
2018-09-07 05:28:38.259Warningdldwrap[23312,22688]HttpGet: download type switched to Curl IPv4
2018-09-07 05:28:40.266ErrorCurl[23312,22688]‘http://l2932126.iavs9x.u.avast.com/iavs9x/ais_dll_eng-879.vpx’ from [173.223.227.42] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 05:28:40.271Warningdldwrap[23312,22688]HttpGet: download type switched to WinHttp IPv4
2018-09-07 05:28:42.277ErrorWinHttp[23312,22688]‘http://b5631766.iavs9x.u.avast.com/iavs9x/ais_dll_eng-879.vpx’ from [119.207.65.60] was not downloaded (12029, A connection with the server could not be established)
2018-09-07 05:28:42.282Warningdldwrap[23312,22688]HttpGet: download type switched to Curl IPv6
2018-09-07 05:28:44.292ErrorCurl[23312,22688]‘http://d0566038.iavs9x.u.avast.com/iavs9x/ais_dll_eng-879.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 05:28:44.297Warningdldwrap[23312,22688]HttpGet: download type switched to WinHttp IPv6
2018-09-07 05:28:46.303ErrorWinHttp[23312,22688]‘http://v6959781.iavs9x.u.avast.com/iavs9x/ais_dll_eng-879.vpx’ from [2600:1480:e800::c0] was not downloaded (12007, The server name or address could not be resolved)
2018-09-07 05:28:46.315Warningdldwrap[23312,22688]HttpGet: download type switched to Curl IPv4 SSL
2018-09-07 05:28:48.321ErrorCurl[23312,22688]‘https://s-iavs9x.avcdn.net/iavs9x/ais_dll_eng-879.vpx’ from [23.59.151.87] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 05:28:48.326Warningdldwrap[23312,22688]HttpGet: download type switched to Curl IPv6 SSL
2018-09-07 05:28:50.331ErrorCurl[23312,22688]‘https://s-iavs9x.avcdn.net/iavs9x/ais_dll_eng-879.vpx’ from [2600:1417:e:284::240d] was not downloaded (12007, Couldn’t connect to server)
2018-09-07 05:28:50.339Errorengine[23312,22688]UpdateToFull: Unable to download full package ‘ais_dll_eng-879.vpx’!
2018-09-07 05:28:50.343Errorengine[23312,22688]UpdateVPXs: package ais_dll_eng was not updated. Status: 41223 (0x0000A107) [Server is down]
2018-09-07 05:29:03.303Errordnsqueryex[23312,16176]Unable to resolve ‘v7.stats.avast.com’ into IPv4 via DNS servers [8.8.8.8,8.8.4.4] (1460, This operation returned because the timeout period expired.)
2018-09-07 05:29:03.304Warningdnsqueryex[23312,16804]Unable to resolve ‘v7.stats.avast.com’ into IPv6 via DNS servers [8.8.8.8,8.8.4.4] (1460, This operation returned because the timeout period expired.)
2018-09-07 05:29:08.490ErrorAres[23312,22688]Unable to resolve hosts after 17188 ms (258, The wait operation timed out.)
2018-09-07 05:29:30.047ErrorAres[23312,22688]Unable to resolve hosts after 21548 ms (258, The wait operation timed out.)
2018-09-07 05:29:45.085Errortasks[23312,22256]Exception: CURL failed. CURL error code: 28. Timeout was reached. Resolving timed out after 15000 milliseconds
Code: 0x0000001c (28)
2018-09-07 05:31:07.301Errorstats2[23312,23256]Unable to send statistics with error 0x0000a106 (Unable to send statistics with HTTP status code 0!)!
2018-09-07 05:32:11.342Errorstats2[23312,23272]Unable to send statistics with error 0x0000a106 (Unable to send statistics with HTTP status code 0!)!

6
But I still can't update the program or the virus definition.
If you change DNS to OpenDNS or Google DNS, does it work then?

Edit: it seems you already had google DNS … Anyway, changing has worked in some previous cases

2018-09-07 05:29:03.304Warningdnsqueryex[23312,16804]Unable to resolve 'v7.stats.avast.com' into IPv6 via DNS servers [b][8.8.8.8,8.8.4.4] [/b](1460, This operation returned because the timeout period expired.)
7

I tried setting my DNS to both google DNS ( 8.8.8.8 / 8.8.4.4) and open DNS (208.67.222.222 / 208.67.220.220)

and got the same results.

8

Which Korea…? North or South…?

9

I don’t think North Koreans would need Avast. Don’t need Anti Virus if you have no internet.

Jokes aside, I live in South Korea.

10

OK, there should be no block then. :wink:
Did you try the DNS servers from your ISP…?

11

Actually, yes. After trying google and open DNS, I tried my internet provider’s DNS but didn’t work either. :cry:

12

No idea then, sorry.

13

At this point, I guess I’ll have to assume it’s more of a problem with my pc / network than one with Avast client.
Manually reinstalling with offline installer from now and then sounds quite trifling, but I guess it’s better than staying on old virus definition.

At least I have it back up running thanks to you guys :smiley:

Please let me know if you guys come up with any ideas with the update problem. Thank you so much for all the help!

14

You’re welcome.

PS: You can manually download/install the VPS (updated daily): http://vpsnitro.u.avast.com/vpsnitro/vpsupd.exe

15

Wow that’s perfect!

Thank you. You are my savior.

16

NP, glad we could help. :slight_smile: