I am having a weird issue reinstalling Avast Security for Mac since I was unable to update the program yesterday. So I uninstalled Avast via the uninstaller and cleaned all caches and leftovers with Onyx.
Then I wanted to do a fresh and clean new installation of Avast Security which is not possible anymore and the installer always ends with the error message “The installation failed. The installer encountered an error that caused the installation to fail. Contact software manufacturer for assistance.” (See attached screenshot).
After closing this error message of the installer, I’ve seen that Avast has been installed but I am unable to use it because it tells me it can’t connect to the Avast server and the update functions are being greyed out (see also attached screenshots). I double checked my firewall (Little Snitch) and none of the Avast connections are blocked and all have access to the internet.
I already googled around and it seems some other folks also have this issue but I did not find a solve for it yet.
I am running OSX 10.12.6
Really clueless on how to solve this and every help is appreciated!
@hanser - could you send also some logs? Either via “Help > Technical Support > Generate Support Package”, or look for log starting with “avast” in /tmp directory.
you have to submit the feedback to let the AV upload a zip file with logs and your comments to our servers.
The logs are collected from various directories - all /tmp/avast*.log files, some avast config files, etc.
The support package zip file (as we call it) appears in /tmp/support_pkg before you send it.
However I just realized that the package might not be send because it look that the avast service is not running.
Could you collect them manually? Start “Terminal”, then “cd /tmp”, “zip LOGS avast*”, and send me the LOGS.zip that will appear in /tmp directory, please.
via terminal
press CMD+SPACE and type “terminal”, ENTER
then type “cd /tmp”, ENTER
you can list files in this directory with “ls”
via Finder - probably more convenient as you want to send the zipped logs to me
open Finder, then “Go > Go to Folder…” and type “/tmp”
it will open the /tmp directory, add files starting with avast as attachment to an email and send it to me (hasik at avast dot com)
I have the same issue on 10.13.1, please see extract from system log:
Dec 8 10:26:04 MacBook com.apple.xpc.launchd[1] (com.avast.daemon): This service is defined to be constantly running and is inherently inefficient.
Dec 8 10:26:04 MacBook com.avast.daemon[11183]: Starting daemon.
Dec 8 10:26:04 MacBook sam[11231]: SecureLine installation failed
Dec 8 10:26:05 MacBook sam[11261]: Passwords installation failed
Dec 8 10:26:05 MacBook sam[11335]: Cleanup installation failed
Dec 8 10:26:06 MacBook com.avast.submit[11346]: Invalid version format: bd0cfa0883e5-13.1
Dec 8 10:26:08 MacBook com.avast.daemon[11183]: Loaded VPS #17120800
Dec 8 10:26:08 MacBook com.apple.xpc.launchd[1] (com.avast.service): This service is defined to be constantly running and is inherently inefficient.
Dec 8 10:26:08 MacBook com.avast.service[11384]: sock_connect_unix_socket: connect(/Library/Application Support/Avast/run/wifiguard.sock) failed: No such file or directory
Dec 8 10:26:08 MacBook com.avast.service[11384]: WifiGuardNotifier: failed to connect
Dec 8 10:26:10 MacBook com.apple.xpc.launchd[1] (com.avast.proxy): This service is defined to be constantly running and is inherently inefficient.
Dec 8 10:26:10 MacBook com.avast.proxy[11413]: Starting daemon.
Dec 8 10:26:10 MacBook com.avast.proxy[11413]: Error connecting to service socket: connect(): /Library/Application Support/Avast/run/service.sock: No such file or directory
Dec 8 10:26:10 — last message repeated 1 time —
Dec 8 10:26:10 MacBook com.apple.xpc.launchd[1] (com.apple.preference.displays.MirrorDisplays): Service only ran for 0 seconds. Pushing respawn out by 10 seconds.
Dec 8 10:26:11 MacBook com.avast.proxy[11413]: swquery.apple.com:https: nodename nor servname provided, or not known
Dec 8 10:26:11 MacBook com.avast.daemon[11183]: License error: /Library/Application Support/Avast/config/license.avastlic: No such file or directory
Dec 8 10:26:11 MacBook com.avast.service[11384]: sock_connect_unix_socket: connect(/Library/Application Support/Avast/run/wifiguard.sock) failed: No such file or directory
Dec 8 10:26:11 MacBook com.avast.service[11384]: WifiGuardNotifier: failed to connect
Dec 8 10:26:11 MacBook com.apple.xpc.launchd[1] (com.avast.fileshield): This service is defined to be constantly running and is inherently inefficient.
Dec 8 10:26:11 MacBook com.avast.fileshield[11477]: fs: Starting daemon
Dec 8 10:26:11 MacBook com.avast.fileshield[11477]: fs: config_load: ini_read() failed [-1]. Will use defaults.
Dec 8 10:26:12 MacBook com.apple.xpc.launchd[1] (com.apple.security.cloudkeychainproxy3[11479]): Service exited with abnormal code: 1
Dec 8 10:26:12 MacBook com.apple.xpc.launchd[1] (com.apple.security.cloudkeychainproxy3): Service only ran for 0 seconds. Pushing respawn out by 10 seconds.
Dec 8 10:26:12 MacBook com.apple.xpc.launchd[1] (com.avast.account[11486]): Could not find and/or execute program specified by service: 2: No such file or directory: /Library/Application Support/components/account/com.avast.account-sync
Dec 8 10:26:12 MacBook com.apple.xpc.launchd[1] (com.avast.account[11486]): Service setup event to handle failure and will not launch until it fires.
Dec 8 10:26:12 MacBook com.apple.xpc.launchd[1] (com.avast.wifiguard): This service is defined to be constantly running and is inherently inefficient.
Dec 8 10:26:14 MacBook com.apple.xpc.launchd[1] (com.apple.quicklook[11514]): Endpoint has been activated through legacy launch(3) APIs. Please switch to XPC or bootstrap_check_in(): com.apple.quicklook
Dec 8 10:26:15 MacBook com.avast.fileshield[11477]: fs: Stopping File Shield…
However using any Browser or Terminal is able to connect to the above without any problems.
Reading through the forum and other forums in the web it seems I am not the only one with the problem.
Really clueless, please if anybody has a solve for this let me know. Otherwise I have to switch to a different Antivirus Program on OSX moving forward.
Hello,
since that operation is done after elevation, there could be something wrong with the root environment. Could you please run shell as root and try the download afterwards? Eg. run these in a terminal:
Hello,
I know you have sent the logs, Lukas Hasik has received them, however since the download command is not run in verbose mode in our script, the log output does not give us any details about why the connect attempt failed. The command I have posted could potentially give us more details about what could be wrong.
EDIT: Sorry, I have missread your answer. The difference between what Lukas asked you to run and this is that this time you run it as root; we are suspecting that something is wrong with the root’s environment.
Kind regards,
Ondrej Kolacek
Yup, same problem for me. Just reinstalled my osx (10.13.2) and can’t install Avast. Or it looks like it is since the next time I start the install it says that Avast is already installed but I can’t find it or start it.
we are currently having a problem with installation - unfortunately we had a bug in our release process of scanning engine which caused an incomplete engine to be deployed for download. The client detect this and ignores it, however this causes install to fail. We are working on fixing this, hopefully it should be fixed soon. Please try to install Avast a bit later (NOTE: you may need to delete avast directory via command
rm -rf “/Library/Application Support/Avast”
before trying that to get rid of the “avast already installed” error and to progress further through the installation).
The issue discussed in this thread originally is not relevant to this issue.
issue with update reported by greg00001, vordme34, naesstrom has been fixed some hours ago. There was an old bug in our deployment process that unfortunately showed up this weekend. It caused that an incomplete virus definitions update appeared on update server. Installation + update process should be working again.
All AV clients will update their virus definitions to the latest ones automatically(except those who turned on manual update). They were receiving Streaming updates with most critical updates in meanwhile.
just for record - hanser’s issue hasn’t been isolated. It magically disappeared==it’s working for him again.
issue with corrupted installation of AV after error in install process mentioned by @ondrej.kolacek will be fixed in the next product update
Thank you for sharing your experience with us! We are doing our best to address your feedback to avoid similar inconveniences in future.
Lukas