[RESOLVED] Both Smart and Deep Scan Fail

Avast Mac Security
1

I attempted to do both a smart and then deep scan today. Have never had a problem before before and nothing has changed in configuration to my knowledge. Am running
Avast 14.6 and Mac OS 10.15.6 Both scan modes repeatedly fail. Smart scan just keeps scanning at 1% with no further progress, while deep scan aborts and shows a failure message after about a minute. Deleted Avast app and reinstalled, but same issue.

2

I recently uninstalled and reinstalled the latest free version for a Powerbook and an iMac running OS 10.15.6. Now I get stuck on 1% w/no file name appearing. Seems like the same issue.

3

Same for me…I don’t know why?

my Mac is an OS.X.11.6 and Avast was working fine yesterday!

4

Same here. Has never failed before today. 8/8/2020
Mac OS Catalina 10.15.6
Avast version: 14.5

All attempts at scan are failing.

5

Since it was working fine yesterday, I think the virus definitions may be the problem, since that is the only thing that changed.

Avast version:14.5
Virus definitions: 20080802

Update: Just updated to 20080804 and the scan failures persist.

6

I am also getting the same issue (Mac OS 10.15.6, Avast 14.5, Virus def: 20080804). Whenever I select a mapped network drive it eventually times out telling me that 0 files were scanned after 30 seconds. In addition if you look at the advanced settings both the “scan external drives” & “scan mounted network volumes” is unchecked, even though these options are checked in my preferences.

7

I`m also getting the same issue described above.

macOS Catalina 10.15.6
Avast Premium Security Version 14.5
Virus definitions: 20080802

8

I’ve reported this to Avast. Let’s see if that helps.

9

Thanks Bob, this really ruins my evening :-\ !

10

Do you suspect an infection on your Mac? If not, then it shouldn’t be a problem to wait for Avast to look into the problem.

11

Yup, I have been always a little bit paranoid with computers, even Mac…today especially because a friend sent me some files, and I don’t know if those are clean and clear of any infection.

Okay, I have Malwarebytes, Clean My Mac (version 3) and Chkrootkit to help me out, so I think it should be fine;).

12

I just updated the virus definitions and noticed the virus definitions number field is empty, so Avast may already be working on it.

Update(1): I checked again and it re-dowloaded 20080804, so I think we just need to patiently wait for the fix.

Update(2): 20080902 does not fix it.

13

Same problem here. Running Mac OS X 10.14.6. Did a reinstall of Avast and it didn’t help.

14

Same issue here! – scan never proceeds beyond 1% - (Un installed and re installed - no change)

15

Hi,
could you please send us a crash report?

Thanks

16

Hi Lukas,

How do we send a crash report? I am looking through the interface and there is no obvious “send crash report” button.

I have attached a screenshot of what the failure looks like.

As other posted, it began yesterday, and it seems the failures persists across the following virus definitions (i’ve initiated both smart and deep scans with them):
20080802
20080804
20080902

17

:frowning: >:( >:(

My scan is stuck in 1% >:( >:( >:(

18

It doesn’t`t crash but the scan stuck at 1% as the others mentioned above.
I did find some log files at Computer/Library/Logs/Avast
I have deleted all of them and run a scan.

After a failed attempt of a smart scan I got the following logs in that folder:

submit.log is empty

scan_helper.log:

2020-08-09 15:54:02.153+0100 [ 3221:  8ad0] WARNING scanner: error on client connection 0
2020-08-09 15:54:02.153+0100 [ 3221:  8ad0] ...     scanner: connection closed
2020-08-09 15:54:23.835+0100 [ 3221:  8ad0] WARNING scanner: error on client connection 0
2020-08-09 15:54:23.835+0100 [ 3221:  8ad0] ...     scanner: connection closed
2020-08-09 15:54:26.995+0100 [ 3221:  8ad0] WARNING server: handler failed
2020-08-09 15:54:26.995+0100 [ 3221:  8ad0] ...     server: connection closed

daemon.log:

2020-08-09 15:53:38.559+0100 [ 2654:  8034] NOTICE  main: Starting daemon.
2020-08-09 15:53:40.313+0100 [ 2654:  8034] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:53:49.344+0100 [ 2954:  847c] NOTICE  main: Starting daemon.
2020-08-09 15:53:51.191+0100 [ 2954:  847c] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:54:00.235+0100 [ 3441:  8eef] NOTICE  main: Starting daemon.
2020-08-09 15:54:02.116+0100 [ 3441:  8eef] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:54:11.164+0100 [ 3539:  92a0] NOTICE  main: Starting daemon.
2020-08-09 15:54:12.963+0100 [ 3539:  92a0] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:54:22.013+0100 [ 3540:  9376] NOTICE  main: Starting daemon.
2020-08-09 15:54:23.806+0100 [ 3540:  9376] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:54:32.850+0100 [ 3546:  9495] NOTICE  main: Starting daemon.
2020-08-09 15:54:34.597+0100 [ 3546:  9495] NOTICE  engine: Loaded VPS #20080902
2020-08-09 15:54:43.643+0100 [ 3558:  9624] NOTICE  main: Starting daemon.
2020-08-09 15:54:45.428+0100 [ 3558:  9624] NOTICE  engine: Loaded VPS #20080902

Hope it helps.

19

We are working on a fix which should be delivered with next update of virus definitions. ETA +4 hours from now.

We are truly sorry for the inconvenience caused by this issue. Thank you for helping us with the resolution! Your posts, logs and support packages allowed us to find, isolate and fix the issue within hours.

20

Lukas,

Thanks for the update.