I cannot install avast anymore

Avast Free Antivirus / Premium Security
1

Dear Support Team,

I have a license for the avast internet security. I use the German Version. After I experienced problems with the update finction (would not download the files) I de-installed Avast and tried to reinstall it. Did not work, the installer just did not continue and the symbol indication working/loading just kept staying there. after opening the task tray the program finds out itself that Avast cannot be installed.
I already checked a complete de-installation with avast clear and the avast cleanup tool 1.3 (safe mode), but his did not work either.

I am running windows 7 64-bit on a laptop. Computer is situated in a domain with an internet proxy :8080

Would glad if you could help me since I would like to have anti-virus safety again.

Thanks in advance,

Steve

2
  • Which version of AIS…??
  • Other security related software installed…??
  • Which AV(s) did you use before avast!..??
3

Did you try both the online as well as the offline installer?

4

Dear Asyn,

thanks for your reply.

  • Which version of AIS…??

I downloaded the newest version from: http://www.avast.com/de-de/download-thank-you.php?product=ISE-ONLINE&locale=de-de
I didn’t find any other download and decided then to unlock it with the license key I have.

  • Other security related software installed…??
    I just have Microsoft security essentials and the windows firewall installed. But my internet connection is via Proxy in a network and in the network we have a defendo installed.
    But with the same configuration IS just worked fine. I still had to update manually and with proxy information provided it was no problem.

  • Which AV(s) did you use before avast!..??
    I just had some McAfee which I removed. This one got on my computer with some software package. I am also using Bitdefender Quickscan as plugin in Chrome

Hope this answers can help you localising the problem.

Cheers,

Steve

5

Dear Eddy,

I was using the online installed since I was only able to find that one.
http://www.avast.com/de-de/download-thank-you.php?product=ISE-ONLINE&locale=de-de
File size is 4,61 MB

Thanks for your efforts,

Steve

6

You’ve to drop MSE…!! First, be sure to get rid of all remnants of your prior installed AV(s)…!!
→ http://www.avast.com/faq.php?article=AVKB11

Then:

  1. Download avast! Internet Security: http://files.avast.com/iavs9x/avast_internet_security_setup.exe
  2. Follow instructions: http://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.
7

Thanks so far, installation worked, wished I could tell I have all issues solved…
but I still cannot download virus information and the software still changes to the mode “unsafe”
When I try to download the update files, it just stays at the first file. It seems that I cannot connect to the update server.
I put in the correct proxy information with which I am able to post here.
What could block software? I checked in in the windows firewall and all the entries for Avast are open.

Thanks in advance for the answer…
Steve

8

At least it is a start.
Now further to tackle the next problem.

Let’s start with a repair of avast:
control panel > software > avast > change > repair

9

Dear Eddy,

thanks a lot
I did repair as you described in your post but with no (positive) result.
The repair instance ran through without any fault messages. I restartet after the repair session but update function is still not available and Avast service shuts down shortly after I try to update or after a short period of time.
Are there only 2 entries in the windows firewall which should be there or should I add another one?

Thanks in advance for your reply.
Steve

10

Ok, let’s see if we can find something that shouldn’t be there.
Follow the instructions and attach the log files:
https://forum.avast.com/index.php?topic=53253.0

11

Dear Eddy,

I did all the scans and added the files as attachments. So far only aswMBR has shown irregularities in my opinion.
Hope this helps to solve the issue.

Thanks in advance,

Steffen

12

You have a lot of McAfee drivers still running yet I cannot see it in your uninstall list

Download and run this tool http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe and once done could you run a fresh FRST scan for me

13

Dear essexboy,

I ran the deinstallation tool and attached the new FRST.
The McAfee files are basically from the Drice enryption system from McAfee which goes with the HP Software Package of the Installation. The files are there already for a longer time and worked besides Avast in the earlier installation.
Nevertheless, safeboot is still on the computer but this seems it cannnot be deinstalled with the McAfee deinstallation program.

Looking forward to your answer.
Thanks in advance,
Steve

14

Did you have the time to check my issue?
The license is for multiple computers and the other ones just work fine in the network. If I want to update the computer it just shows, it is loading but there is no progress in the bar indicating progress (up to 5 minutes). It just stays at servers.def.vpx.dld
When Avast just tells me I am not secured, I can click on “Solve Problems” or “Start” (Avast Service) but after some time, computer is unsecure again.
Is it not possible to change that state since software is outdated (Program 2014.9.0.2021)
If I want to connect to the Avast Account, it says, service is not available.
Hope this additional information could help.
Thanks for answering,
Steve

15

Essexboy,
shouldn’t make a difference, but cleaning these can’t hurt i.m.o.

SearchScopes: HKLM - {0633EE93-D776-472f-A0FF-E1416B8B2E3A} URL = 
SearchScopes: HKLM-x32 - {0633EE93-D776-472f-A0FF-E1416B8B2E3A} URL = 
SearchScopes: HKCU - DefaultScope {E8E96765-A1D3-44EA-9102-639084622E71} URL = 
Toolbar: HKLM - avast! Online Security - {318A227B-5E9F-45bd-8999-7F8F10CA4CF5} -  No File
Toolbar: HKLM - No Name - {CC1A175A-E45B-41ED-A30C-C9B1D7A0C02F} -  No File

Steve,
are you running mbam premium?
If so, disable it and check if there is a change.

16

No real problem with those Eddy

Could you download and run the latest VPS from here and let me know if that kick starts the system

http://www.avast.com/en-gb/download-update

17

Dear Essexboy, dear Eddy,
I deinstalled MBAM (free version), then installed the VPS and also ran a registry clean with Glary Tools. Rebooted.
But Update always fails and then system sets itself back to unsafe mode after a while (see picture), Update process stays/pauses at the level shown there.
Also accessed internet without the proxy to check whether this would be the reason but same result.
In Systray Avast showns it is online but when I open the console, it showns me, I am unprotected.
But, I stumbled over something else… In Task Manager, Avast is “AvastUI.exe *32” but I have a 64-bit system. May be that the reason? but why did the autoinstaller install the wrong version then?
How can I change that?
Thanks a lot for your answers in advance,

Steve

18

avast does mot have a 64bit installer, but it will run on 64bit os

many old posts about this in the forum if you search…

19

To me that looks like it is unable to access the Avast servers so the old question about firewalls. Do you have one. Have you set the proxy in Avast

20

Dear Pondus,
thanks for the info.

Dear Essexboy,
Proxy is set correctly (I surf via the same proxy, see attached picture). I also tried to access it with a normal connection (WLAN, not behind proxy) with the same result.
I have windows firewall running, all Avast services are set to free (see picture already posted before).
There are 2 entries for incoming rules: Tere are besically all points set on free for TCP and UDP as you can see on the picture. Am I missing some rules? These are the only two entries I could find for Avast in the Firewall.
Avast Firewall is also activated and I think, the firewall still operates even if Avast does not run.
But with the same settings Avast already was running on my system. I do not know what should have changed there. Only that I installed Microsoft Security Essentials (deinstalled at the current point). But did that leave something in the system?
Hope this inout helps. Is there a program with which I can monitor real time what happens when I try to run the update or Avast tries to connect tot he server?
Hope you can help me here.
BR,
Steffen