can't reinstall. Avast has been crashing outlook. got remote access popup

Avast Free Antivirus / Premium Security
1

Hi. Avast was causing lots problems with outlook not responding and crashing. I tried offline office repair, then online repair. The online repair caused office icons to disappear and then failed. Went to office set up page and entered activation key etc and got popup error page with phone numbers leading to remote access scam. Terminated access before they finished (they complained my internet speed was low!). Avast didnt prevent popup. Avast automatically updating then. Malware bytes found some files. Still got blue screen of death. Deleted quarantined files. Multiple scans with avast including start up, malwarebytes and adwscanner showed no malicious files. Still problems with Outlook. Then avast stopped updating automatically. Attempts to update gave unknown error. Followed steps in past post. Couldn’t repair. Uninstalled. Then used avastclear but couldn’t do it in safe mode. Now errors reinstalling. log follows

2018-03-01 00:26:28.510Infoinstup[392,396]Command: ‘“C:\Users\CHRIST~1\AppData\Local\Temp_av_iup.tm~a05456\instup.exe” /edition:3 /ga_clientid:cb72c484-b15e-4c2d-a35a-0f9cb4bda352 /guid:0cbc6bb4-1c1c-4c5d-9222-03bd4abe7f22 /prod:ais /sfx:lite /sfxstorage:C:\Users\CHRIST~1\AppData\Local\Temp_av_iup.tm~a05456’
2018-03-01 00:26:28.510Infoinstup[392,396]CPU: Intel(R) Processor 5Y70 CPU @ 1.10GHz,4
2018-03-01 00:26:28.510Infoinstup[392,396]OS: Windows 8.1 x64
2018-03-01 00:26:28.510Infoinstup[392,396]Memory: 31% load. Phys:4194303/4194303K free, Page:4194303/4194303K free, Virt:4012152/4194176K free
2018-03-01 00:26:28.510Infoinstup[392,396]DISKs: C:\ - 390GB free / 454GB total
2018-03-01 00:26:28.510Infoinstup[392,396]DISKs: D:\ - 2GB free / 21GB total
2018-03-01 00:26:28.510Infoinstup[392,396]Running module version: instup.exe - ‘18.1.3800.0’
2018-03-01 00:26:28.510Infoinstup[392,396]Running module version: Instup.dll - ‘18.1.3800.0’
2018-03-01 00:26:28.510Infomutex[392,396]The ownership of the fallback mutex has been successfully taken.
2018-03-01 00:26:28.526Warningsettings[392,396]Did not find any values in file ‘programData\avast5.ini’
2018-03-01 00:26:28.620Infoshepsync[392,396]Trying server IP address ‘shepherd.ff.avast.com’
2018-03-01 00:26:29.214Infoshepsync[392,396]Download of config file from shepherd.ff.avast.com succeeded.
2018-03-01 00:26:29.214Infoshepsync[392,396]Config file successfully updated
2018-03-01 00:26:29.229Infoshepsync[392,396]Postpone interval was reset
2018-03-01 00:26:29.229Warningsettings[392,3124]Did not find any values in file ‘programData\burger_client.ini’
2018-03-01 00:26:29.229Infowizard[392,396]Running module version: HTMLayout.dll - ‘3.3.2.1’
2018-03-01 00:26:29.260Infowizard[392,396]Loaded module version: C:\Users\CHRIST~1\AppData\Local\Temp_av_iup.tm~a05456\HTMLayout.dll - ‘3.3.2.1’
2018-03-01 00:26:29.323Infowizard[392,396]Setup gui was successfully started.
2018-03-01 00:26:29.323Infoinstcore[392,396]Sfx setup update has started.
2018-03-01 00:26:29.338Infoservers[392,396]Server definition(s) loaded for ‘C:\Users\CHRIST~1\AppData\Local\Temp_av_iup.tm~a05456\servers.def’: 29 (maintenance:0)
2018-03-01 00:26:29.338Infoservers[392,396]ChooseServer: selected server ‘Download s4705686 AVAST9 Server’ with current url ‘http://s4705686.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:26:44.354Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:26:44.354Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://s4705686.iavs9x.u.avast.com/iavs9x/servers.def.vpx’. Next try: 1
2018-03-01 00:26:44.354Infoservers[392,396]ChooseServer: selected server ‘Download v4618535 AVAST9 Server’ with current url ‘http://v4618535.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:27:01.386Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:27:01.386Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://v4618535.iavs9x.u.avast.com/iavs9x/servers.def.vpx’. Next try: 2
2018-03-01 00:27:01.386Infoservers[392,396]ChooseServer: selected server ‘Download f7031642 AVAST9 Server’ with current url ‘http://f7031642.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:27:18.418Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:27:18.418Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://f7031642.iavs9x.u.avast.com/iavs9x/servers.def.vpx’. Next try: 3
2018-03-01 00:27:18.418Infoservers[392,396]ChooseServer: selected server ‘Download f6761140 AVAST9 Server’ with current url ‘http://f6761140.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:27:35.449Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:27:35.449Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://f6761140.iavs9x.u.avast.com/iavs9x/servers.def.vpx’. Next try: 4
2018-03-01 00:27:35.449Infoservers[392,396]ChooseServer: selected server ‘Download d0211227 AVAST9 Server’ with current url ‘http://d0211227.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:27:52.496Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:27:52.496Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://d0211227.iavs9x.u.avast.com/iavs9x/servers.def.vpx’. Next try: 5
2018-03-01 00:27:52.496Infoservers[392,396]ChooseServer: selected server ‘Download f6761140 AVAST9 Server’ with current url ‘http://f6761140.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:28:09.528Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:28:09.544Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://f6761140.iavs9x.u.avast.com/iavs9x/servers.def.vpx’. Next try: 6
2018-03-01 00:28:09.544Infoservers[392,396]ChooseServer: selected server ‘Download v6834318 AVAST9 Server’ with current url ‘http://v6834318.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:28:26.591Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:28:26.591Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://v6834318.iavs9x.u.avast.com/iavs9x/servers.def.vpx’. Next try: 7
2018-03-01 00:28:26.591Infoservers[392,396]ChooseServer: selected server ‘Download y9663457 AVAST9 Server’ with current url ‘http://y9663457.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:28:43.638Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:28:43.638Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://y9663457.iavs9x.u.avast.com/iavs9x/servers.def.vpx’. Next try: 8
2018-03-01 00:28:43.638Infoservers[392,396]ChooseServer: selected server ‘Download v6834318 AVAST9 Server’ with current url ‘http://v6834318.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:29:00.685Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:29:00.685Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://v6834318.iavs9x.u.avast.com/iavs9x/servers.def.vpx’. Next try: 9
2018-03-01 00:29:00.685Infoservers[392,396]ChooseServer: selected server ‘Download t5730298 AVAST9 Server’ with current url ‘http://t5730298.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:29:17.733Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:29:17.733Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://t5730298.iavs9x.u.avast.com/iavs9x/servers.def.vpx’. Next try: 10
2018-03-01 00:29:17.733Infoservers[392,396]ChooseServer: selected server ‘Download h1874089 AVAST9 Server’ with current url ‘http://h1874089.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:29:19.749Infoservers[392,396]ChooseServer: selected server ‘Download z9743321 AVAST9 Server’ with current url ‘http://z9743321.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:29:34.765Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:29:34.765Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://z9743321.iavs9x.u.avast.com/iavs9x/prod-pgm.vpx’. Next try: 1
2018-03-01 00:29:34.765Infoservers[392,396]ChooseServer: selected server ‘Download r5525652 AVAST9 Server’ with current url ‘http://r5525652.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:29:51.812Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:29:51.812Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://r5525652.iavs9x.u.avast.com/iavs9x/prod-pgm.vpx’. Next try: 2
2018-03-01 00:29:51.812Infoservers[392,396]ChooseServer: selected server ‘Download d0211227 AVAST9 Server’ with current url ‘http://d0211227.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:30:08.859Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:30:08.859Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://d0211227.iavs9x.u.avast.com/iavs9x/prod-pgm.vpx’. Next try: 3
2018-03-01 00:30:08.859Infoservers[392,396]ChooseServer: selected server ‘Download p3713387 AVAST9 Server’ with current url ‘http://p3713387.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:30:25.907Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:30:25.907Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://p3713387.iavs9x.u.avast.com/iavs9x/prod-pgm.vpx’. Next try: 4
2018-03-01 00:30:25.907Infoservers[392,396]ChooseServer: selected server ‘Download d3116203 AVAST9 Server’ with current url ‘http://d3116203.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:30:42.938Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:30:42.953Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://d3116203.iavs9x.u.avast.com/iavs9x/prod-pgm.vpx’. Next try: 5
2018-03-01 00:30:42.953Infoservers[392,396]ChooseServer: selected server ‘Download z2217299 AVAST9 Server’ with current url ‘http://z2217299.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:30:59.985Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:31:00.000Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://z2217299.iavs9x.u.avast.com/iavs9x/prod-pgm.vpx’. Next try: 6
2018-03-01 00:31:00.000Infoservers[392,396]ChooseServer: selected server ‘Download z2461313 AVAST9 Server’ with current url ‘http://z2461313.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:31:17.063Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:31:17.079Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://z2461313.iavs9x.u.avast.com/iavs9x/prod-pgm.vpx’. Next try: 7
2018-03-01 00:31:17.079Infoservers[392,396]ChooseServer: selected server ‘Download v7630928 AVAST9 Server’ with current url ‘http://v7630928.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:31:34.141Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:31:34.141Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://v7630928.iavs9x.u.avast.com/iavs9x/prod-pgm.vpx’. Next try: 8
2018-03-01 00:31:34.141Infoservers[392,396]ChooseServer: selected server ‘Download z2461313 AVAST9 Server’ with current url ‘http://z2461313.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:31:51.188Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:31:51.188Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://z2461313.iavs9x.u.avast.com/iavs9x/prod-pgm.vpx’. Next try: 9
2018-03-01 00:31:51.188Infoservers[392,396]ChooseServer: selected server ‘Download f5136535 AVAST9 Server’ with current url ‘http://f5136535.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:32:08.235Errordldwrap[392,396]HttpGet: download failed with error 0x00002bdc!
2018-03-01 00:32:08.235Errordldwrap[392,396]HttpGet: An error 41227 (0x0000A10B) [Downloader system error] has occured when downloading a file from ‘http://f5136535.iavs9x.u.avast.com/iavs9x/prod-pgm.vpx’. Next try: 10
2018-03-01 00:32:08.235Infoservers[392,396]ChooseServer: selected server ‘Download w6607332 AVAST9 Server’ with current url ‘http://w6607332.iavs9x.u.avast.com/iavs9x’ of type ‘URL_TYPE_DOWNLOAD_PROGRAM’.
2018-03-01 00:32:10.251Errorengine[392,396]LoadLatestProdAndParts: download product file ‘prod-pgm.vpx’ has failed. Status: 41227 (0x0000A10B) [Downloader system error]
2018-03-01 00:32:10.313Warningsettings[392,1308]Did not find any values in file ‘programData\avast5.ini’

Using windows 8, firefox, internet security,
I am sick of it all. Disappointed avast didn’t detect popup. Not sure if this machine is really clean. Have redone passwords etc as I don’t know what scammers got. They tried to get into microsoft account from New Dehli afterwards but failed. The crashing of outlook was what triggered the popup and blue screen of death. I am not a geek but can try if you can help. Even though avast was up to date a few days ago, avast addin in outlook removed and all drivers and windows up to date outlook was still freezing and it was only reinstalled a week ago.
Appreciate any help.

2

Try OpenDNS or GoogleDNS.

3

Hi. I am in Australia. These problems started 2 weeks ago but the avast update is only about 3 days old. I have a new modem as I have been transferred to the fibre to the Node Internet from adsl. The new modem is sagecom fast ac but it is crap. I rang ISP to ask about using different dns. They say I can’t with their service. On modem advanced settings it says DynDNS.org, TZO or no-ip.com as the only options. Then it says host name interface. I don’t know if I can do what you say.

4
  • Which Avast…? (Free/Pro/IS/Premier)
  • Which version…?
  • OS…? (32/64 Bit…? - which SP/Build…?)
  • Other security related software installed…?
  • Which AV(s) did you use before Avast…?
5

Internet security. I had the latest version because I had been doing scans every day. Now I have installer only, driver update and cleanup. Windows 8.1 64 bit. Only Malwarebytes running at present. I added malwarebytes after the scam. I also did other scans at that time but they are not running now. I turned malwarebytes off but still couldn’t install. I have been using avast IS for a few years but still got the malware. It has always been on auto update. It alerted me it was out of date.Avast add in for Outlook caused problems in recent months. The modem is new last week and has been reset lots. Could that do it? They reset my Internet connection prior to it failing. My son has no problems on ethernet.

6
  1. Download Avast Internet Security: https://files.avast.com/iavs9x/avast_internet_security_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.

PS: Regarding Avast & MBAM, see: https://forums.malwarebytes.com/topic/200324-exclusions-for-avast-users/

7

Hi. I didn’t manage to use avast clear in safe mode earlier today and just did it in normal mode. I did manage to do it in safe mode this time.It was hard as only arrow keys working and couldn’t select what I wanted first time.
It won’t open. It says UI failed to load. This is really embarrassing. AV service is not responding. I hit restart.screen has Avast internet SECURITY in corner and just status and settings.
When I did clear. I couldn’t chose version to remove as it wouldn’t change in safe mode with only arrow keys so it said premium.

8

So, does it work now…??

9

No. I have icon on desktop and toolbar plus chrome icon. I had computer off. It asks me now what operating system do I want Avast clear or windows 8 on a blue screen after booting. On windows clicking on icon I get a brief blue circle then it stops. Right clicking open won’t open either. If I go to AvastUI and right click run as administrator I get the box about do you allow this program to make changes. If I say yes nothing at all happens.
Could any of this be related to the remote access as they did look at avast first thing? Also Malwarebytes found 4 registry type files which I later deleted. But that was a week before the failure to update.

10

Let’s check your system…
Start a new topic in V&W and post your logs there: https://forum.avast.com/index.php?action=post;board=4
Instructions: https://forum.avast.com/index.php?topic=194892

11

The operating systems I get to choose from on startup are Avast Antivirus Clear Uninstall or windows 8. It will go to windows by default after 30 sec.

12

See: https://forum.avast.com/index.php?topic=211965.msg1436346#msg1436346

13

Hi. I followed up on your DNS suggestion. Sorry I’m not knowledgeable in that area. I couldn’t change router/modem settings and ISP no help. Today I dicovered another computer in house with windows 10 could suddenly also not update avast anymore. I rang ISP again. Someone else suggested changing DNS on computer with this https://m.windowscentral.com/how-change-your-pcs-dns-settings-windows-10
This worked. This is probably what you meant yesterday but I didn’t understand. I went back to my windows 8 and did this and did whole avast clear and reinstall using the online version and it worked. I have done all scans and it didn’t find anything. Thanks for your help on the updating. I would still like to know what they think in the other thread as I would like to feel confident that malware is no longer there.

14

OK, you’re welcome.