Hi everyone,
I am using Avast Free Antivirus and I’m experiencing a very frustrating issue. Every 4-5 minutes, an automatic login pop-up appears, but it fails to log in and shows the following error screen:
“Oops, something went wrong. We are resolving an issue that prevents us from completing your request. Please try again later. Error Code: -500” (My Avast is in Turkish, so it says “Hata Kodu: -500”).
Here is what I have already tried to fix it, but without success:
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Used the “Repair” option from the Windows Control Panel.
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Changed my network DNS settings to Google DNS (8.8.8.8 / 8.8.4.4) and flushed the DNS cache via CMD.
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Performed a clean uninstallation using the Avast Clear (Uninstall Utility) in Safe Mode, then reinstalled the latest version of Avast.
Despite a completely fresh and clean installation, the 5-minute login pop-up loop and the Error -500 still continue. Is this a known server-side issue, or is there anything else I can do?
Thanks in advance for your help.
3 Likes
Hello @user6917 , I’m sorry to hear about this issue. Can you please send us logs from your system?
The process is described in this article: How to submit a support file using the Avast Support Tool | Avast
You can enter the number “909511” as your “Ticket number” during the process.
Once the logs are sent, please send the “File ID” in your next response.
Thank you!
Thank you for the quick response. I have submitted the logs using the support tool.
File ID: IW20X
Looking forward to your help.
1 Like
Hello, prokopes.
I have the same problem as user6917. The freshly installed Free Antivirus App is asking me to log in, but when I enter my password it says Error: -500. And if I try via temporary code, the login-app-window freezes up when I enter the code.
I already downloaded the support app.
And it seems that the Avast webpage has some troubles too, because I found two 404-errors:
( Page not found | Official Avast Support )
(https://support.avast.com/en-ww/article/474/#pc)
Can you confirm?
1 Like
@bruno-angelika actually I cannot confirm that. These should be two separate problems (-500 error in the app and the 404 errors on our website).
I reported the two 404 errors to my colleagues and it should be fixed soon.
As for the -500 error in the app, can you please share the log files just like @user6917 did?
We apologize for these issues.
Hello!
Yes, it are two different problems. I just wanted to mention that with the website pages not working alongside.
I entered “909511-2“ as my ticket number (I didn’t submit right away, because I thought I would get a new ticked number, since the tool doesn’t generate one on its own).
The .zip-file has been generated and stored locally in the default location.
File ID is “6IDB2”.
Thank you for your help!
Same issue here: an automatic login pop-up appears, but it fails to log in and shows the following error screen:
“Oops, something went wrong. We are resolving an issue that prevents us from completing your request. Please try again later. Error Code: -500”
It happened in a fresh Windows 11 instalation and after downloading and instaling the latest Avast version in the laptop.
It seems clearly an Avast problem.
Please, let us know how we can fix it, as the pop-up constantly showing is quite annoying.
Thanks!!
1 Like
All of these users are telling the truth:the issue is on Avast’s end.
Please fix this, the constant login pop-ups every 10 (?) minutes are wrecking my nerves. They draw the focus automatically to the login window, that means whatever you are doing on your PC gets interrupted.
I’ve never had any issues with Avast on my old installation, but after having to freshly install Avast, logging in has become impossible, and the pop-ups don’t help.
I had to completely uninstall your antivirus, it is unuseable in this state.
2 Likes
Any hint that could be provided to skip this continuous pop-up?
Thanks!!
1 Like
@prokopes_ Now I am getting this upon attempting to log into the Avast app on my Windows PC:
Error occured while processing your request.
Error id: c6b61c56-cdd3-427d-8aa6-aba43fb5fdc8
Thank you very much for providing the logs and other details. We are looking into the culprit and will try to release a fix as soon as possible.
In the meantime, can you please try enabling the “Silent Mode”? How to manage pop-up notifications in Avast applications | Avast
1 Like
Dear @prokopes_ ,
First off, thank you for looking into this issue! 
Unfortunately, the Silent Mode does not keep the login prompt from popping up. 
This was one of the first things I tried.
Kind regards
My experience is that it gives up after 3 times popping up and being canceld after launching my PC.
Popping up once would be enough honestly. It looks king of needy. 
If I’m running the free version, why is a loging even required? There is no abo to be kept track of.
Hi everyone, we’ve released a hotfix that should stop this error from repeating.
Could you please check and let us know if it’s resolved?
If the issue persists, try restarting your system and check again.
