[Resolved] Cannot Update

Avast Free Antivirus / Premium Security
1

I have been using Avast free for over 1 yr on two computers at home and never had a problem
All is fine on Computer 1

On computer 2 - connected by Wifi
I get error message Update failed - When I hit “Update” the connection works and Avast recognises a new file - the screen closes with an OK button which when clicked Gives me a message - My file is obsolete and a bar to update shows up at the top. When I press this I go round in a circle but come back to the same message.
Many Thanks for your help

2

Try on machine #2: GUI > Maintenance > Update and do a manual update. If this fails, reboot your machine and try this again.

What firewall and what other security software do you have on this machine?

3

I tried the manual updates yesterday switched all off and started again this am Still no luck.

The computer is running Windows XP with no other anti-virus software and the Windows firewall activated.

I was previously away and when I came back yesterday I updated the programme to 5.0.594
The viral base is 100711-1 which is obsolete

Hope this helps

4

What was the previous version of Avast that you had before 5.0.594?

5

To clarify – did you upgrade Avast recently from an older version to 5.0.594?

6

Yes - I had been away and I gues I had a version from July - Is there a register that I can see which version I updatede from?
I’m afraid I am not a computer expert

7

Did you have a blue ball on the bottom of your machine or an orange ball before the upgrade?

8

I think it was blue

9

OK…it sounds like you had version 4.8 on your machine. Your other machine that has no problems had the same version and you also did the upgrade with no problems?

10

My other machine is fine and it had the same version on it. However since I do noy use the second computer all the time it is certain that I had updated the first computer for some time without updating the second one. I thought that they were independant. Just for your info the first computer uses Windows 7.
I have just looked at the Window7 security screen and it appears I should update with “Smartscreen”. which I will now do.

11

OK…but machine #2 is the problem now.

If you open your Avast GUI > Settings (upper right corner) > Updates (2nd down on the left) >

[b]Try the following settings:

  • NO PROXY
  • PERMANENT CONNECTION TO THE INTERNET.[/b]

Now try doing your (manual this time) update. Let me know if this works.

12

I updated as you said and it did’nt work-

As a precaution I rebooted and waited fot the automatic update to work. I still get the same error message “Update failed”

13

Since there have been so many changes from version 4.8 to 5.0.594, I suggest an uninstall of Avast and CLEAN install:

  1. Save a copy of newest version of Avast (5.0.594) for the version you need and save it to your HDD:
    Free – http://files.avast.com/iavs5x/setup_av_free.exe
  2. Download the Avast Uninstall Utility, aswClear5.exe http://www.avast.com/uninstall-utility and save it to your HDD (it has uninstall tools for both 4.0 and 5.0). Since you had 4.0 and 5.0 on your machine, uninstall both.
  3. Disconnect from the Internet at this time; turn off your connection from the Internet.
  4. Uninstall Avast through “Add/Remove Programs” through Control Panel.
  5. Boot into Safe Mode (hit F8 repeatedly) and run the Avast Uninstall Tool.
  6. Reboot twice.
  7. Clean your computer up (clean up cache, temporary Internet files, etc.). **[See below - CCleaner]
  8. Install the newest version of Avast and reboot twice.
  9. Get Internet access and update Avast definitions.
  10. Register your copy or add the license key for Free.
  11. Reset your settings, if needed.

Please post your results. Thank you.

**CCleaner http://www.piriform.com/ccleaner is a freeware system optimization, privacy and cleaning tool. It removes unused files (cache, temporary Internet files, etc.) from your system - allowing Windows to run faster and freeing up valuable hard disk space. It also cleans traces of your online activities such as your Internet history. Additionally it contains a fully featured registry cleaner. Remember when installing CCleaner to uncheck the Yahoo toolbar.

I will be signing off, but there are others here to help if needed since this will take a little time. I will check back with you later.

14

Thanks - I will keep you posted

15

Oh Dear!

I have followed instructions above but at no 5) Boot in Safe Mode - I have a problem.

I arrive on the correct screen but it is frozen - there is no method to move the highlighted instructions (with up and down arrows) I have to switch computer off and strat again which I have done 3 or 4 times.

  1. Is it essential to be in Safe Mode?
  2. If Yes is there another way to start a computer in safe-mode?

I have looked on other forums and it would seem likely that the two symptoms - Avast not updating and safe mode disabled could be the result of malware.

I have disconnected Internet and await help from someone

16

Well, it could be done in normal boot.
But you should be able to boot in Safe Mode. That should be another problem that, maybe, another savvy user could take a look in your computer. It’s dangerous to use a computer that, for any reason, can’t boot in Safe Mode.

17

Agreed. Even though you told me you had no other security software on this machine (#2), I just want to verify that you had no other antivirus or other security software previously installed on it.

Please read this information from your other machine (#1):

Check the information on the first post of this thread under Virus/Worms for you to check your machine for malware: http://forum.avast.com/index.php?topic=53253.0.

Follow the directions of obtaining an MBAM log (make sure you update MBAM first) and OTL logs and you can post the MBAM log here (copy and past) and the OTL log as an attachment (Additional Options in the bottom left corner under the message screen when posting). We can then analyze this in the meantime for any malware, and if any malware is found we will refer you to one of our malware experts. You can post the MBAM log first, then get back to us with the OTL log.

Please let us know if you have any questions.

18

Thank you for your reply which appeared on page 2 and I had miissed it previously.

I believe I had Norton anti-virus a long time ago.

Unfortunateltly I am travalling away from home this week and will be back next Friday to continue to follow your instructions. in the mean time I will call a local repairer - I am concerned that this is going to be complicated for a not very computer literate person - I will keep you informed

Again thank you for your help

19

cBFR01,

We can walk you though the steps when you return. It’s really not that difficult; we have helped beginners before. Please feel free to ask questions. Let us know when you return.

20

I called the person who repairs my Computers and he told me the reason for not starting in Safe Mode was that I had a USB keyboard - not recognised by BIOS.

So I plugged in a keyboard with PS2 plug and Safe mode worked!

So I went back and followed the instructions for a clean install given by SafeSafe.

All worked fine and I am now updating normally.

Once again thank you very much for all your help and comments. The PS2 issue might be worth noting.
I think I should mark this post as resolved - I am not sure how to do that