So many problems with Endpoint protection suite

system · 2017-04-26T21:08:33.000Z

First of all, I cannot believe we cannot get basic phone support after paying thousands for Avast enterprise software and I have to resort to forums. A true shame because this software has so many problems.

I noticed that my mirror servers are not updating their definitions and in turn the endpoint clients are not updating. I’ve had MONTHS old definitions on some clients. If I run mirror.exe on a mirror server, it says all’s fine, nothing to update, yet it has old definitions.

The Root EAS appears to have the latest definitions, I ran mirror.exe anyway on the root server and it pulled from avast servers. I reinstalled the mirror on the root server from the console, I also deleted the entire mirror folder and left servers.def file in there and it redownloaded everything from avast.

I can’t think of anything else to do on the root EAS. The mirrors can reach the root EAS server through the network and inbound TCP port 16135 is open on all servers in question.

If I try to manually update the endpoints that have old definitions, they simply say they have the ‘latest’ definitions which is wrong. I understand I can use the ‘update from internet’ if mirrors are unreachable feature, but that is a disaster because if it’s on, the entire network gets flooded with the endpoints trying to download half gig of definitions. I do NOT want that.

Any further advice would be appreciated.

Eddy · 2017-04-26T21:19:33.000Z

You don’t have to use this webboard.
You can use the business support.

As for the problem, I leave that to someone else to have a look at.

system · 2017-04-27T13:20:05.000Z

Eddy post:2:

You don’t have to use this webboard.
You can use the business support.

As for the problem, I leave that to someone else to have a look at.

Yes but there are no phone numbers/emails that i can find for business support. All I can find is their promotion of their premium paid phone support.

Asyn · 2017-04-28T05:18:17.000Z

Contact business support: https://support.business.avast.com/hc/en-us/requests/new

system · 2017-05-01T19:43:44.000Z

Asyn post:4:

Contact business support: https://support.business.avast.com/hc/en-us/requests/new

Thank you.

Today I’m running mirror.exe and it’s 404 error on all avast definition servers, did they just wipe out their files or something?

01.05.2017 15:18:18.000 1493666298 (null) Started: 01.05.2017, 15:18:18 01.05.2017 15:18:18.000 1493666298 (null) Running mirror_w32-0 (0) 01.05.2017 15:18:18.000 1493666298 (null) Operating system: Windows 7 ver 6.2, build 9200, sp 0.0 SERVER 01.05.2017 15:18:18.000 1493666298 (null) Memory: 82% load. Phys:359248/2094116K free, Page:689672/2552868K free, Virt:2054100/2097024K free 01.05.2017 15:18:18.000 1493666298 (null) Computer WinName: CBH-AV 01.05.2017 15:18:18.000 1493666298 (null) Windows Net User: **removed by op for security reasons** 01.05.2017 15:18:18.000 1493666298 (null) Using temp: **removed by op for security reasons** \_av_mirrI.tm~a01348 (102574M free) 01.05.2017 15:18:18.000 1493666298 (null) DldSrc set to inet 01.05.2017 15:18:18.000 1493666298 (null) Computer DnsName: **removed by op for security reasons** 01.05.2017 15:18:18.000 1493666298 (null) Computer Ip Addr: 10.50.6.64 01.05.2017 15:18:18.000 1493666298 (null) scr: mirror begin... 01.05.2017 15:18:18.000 1493666298 (null) Operation set to INST_OP_MIRROR_DOALL 01.05.2017 15:18:18.000 1493666298 (null) SYNCER: Type: use IE settings 01.05.2017 15:18:18.000 1493666298 (null) SYNCER: Auth: another authentication, use WinInet 01.05.2017 15:18:18.000 1493666298 (null) GUID: c4d8c196-f1f3-4919-bdc6-4839eae0e23c 01.05.2017 15:18:18.000 1493666298 (null) scr: Mirroring... 01.05.2017 15:18:18.000 1493666298 (null) Mirror server pseudo definition loaded as 'http://10.50.6.64:16135'. 01.05.2017 15:18:18.000 1493666298 (null) Server definition(s) loaded for 'mirror': 1 (maintenance:0) 01.05.2017 15:18:18.000 1493666298 (null) Server definition(s) loaded for 'main': 29 (maintenance:0) 01.05.2017 15:18:18.000 1493666298 (null) SelectCurrent: selected server 'temp_mirror' from 'mirror' 01.05.2017 15:18:18.000 1493666298 (null) scr: Using server: http://10.50.6.64:16135 01.05.2017 15:18:18.000 1493666298 (null) GetFileWithRetry: servers.def downloaded . 01.05.2017 15:18:18.000 1493666298 (null) servers.def not changed, 1486590707 01.05.2017 15:18:18.000 1493666298 (null) GetFileWithRetry: servers_mirror.def downloaded . 01.05.2017 15:18:18.000 1493666298 (null) servers_mirror.def not changed, 1493665660 01.05.2017 15:18:18.000 1493666298 (null) Mirror server pseudo definition loaded as 'http://10.50.6.64:16135'. 01.05.2017 15:18:18.000 1493666298 (null) Server definition(s) loaded for 'mirror': 1 (maintenance:0) 01.05.2017 15:18:18.000 1493666298 (null) Server definition(s) loaded for 'main': 29 (maintenance:0) 01.05.2017 15:18:18.000 1493666298 (null) SelectCurrent: selected server 'temp_mirror' from 'mirror' 01.05.2017 15:18:18.000 1493666298 (null) scr: Using server: http://10.50.6.64:16135 01.05.2017 15:18:19.000 1493666299 (null) GetFileWithRetry: jollyroger.vpx downloaded . 01.05.2017 15:18:19.000 1493666299 (null) GetFileWithRetry: mirror.def downloaded . 01.05.2017 15:18:21.000 1493666301 (null) scr: Setting product 'abp' files (737 of 738 set) 01.05.2017 15:18:37.000 1493666317 (null) scr: prod-abp.vpx - size is different 01.05.2017 15:18:56.000 1493666336 (null) scr: Resetting existing files (reset 514 files, leaving 223 files). 01.05.2017 15:18:56.000 1493666336 (null) Mirror server pseudo definition loaded as 'http://10.50.6.64:16135'. 01.05.2017 15:18:56.000 1493666336 (null) Server definition(s) loaded for 'mirror': 1 (maintenance:0) 01.05.2017 15:18:56.000 1493666336 (null) Server definition(s) loaded for 'main': 29 (maintenance:0) 01.05.2017 15:18:56.000 1493666336 (null) SelectCurrent: selected server 'temp_mirror' from 'mirror' 01.05.2017 15:18:56.000 1493666336 (null) scr: Using server: http://10.50.6.64:16135 01.05.2017 15:18:56.000 1493666336 (null) scr: mirroring 'abp'. 01.05.2017 15:18:57.000 1493666337 (null) InvalidateCurrent: invalidated server 'temp_mirror' from 'mirror' 01.05.2017 15:18:57.000 1493666337 (null) SelectCurrent: unable to find any suitable server in 'mirror' 01.05.2017 15:18:57.000 1493666337 (null) SelectCurrent: selected server 'Download k8814960 AVAST5 Server' from 'main' 01.05.2017 15:18:57.000 1493666337 (null) scr: Using server: http://k8814960.iavs5x.u.avast.com/iavs5x 01.05.2017 15:18:57.000 1493666337 (null) while trying to get file 'jrog2-107b-107a.vpx', error 0x20000006 has occured, try 1 01.05.2017 15:18:57.000 1493666337 (null) Server returned 404 on file jrog2-107b-107a.vpx 01.05.2017 15:18:57.000 1493666337 (null) InvalidateCurrent: invalidated server 'Download k8814960 AVAST5 Server' from 'main' 01.05.2017 15:18:57.000 1493666337 (null) SelectCurrent: unable to find any suitable server in 'mirror' 01.05.2017 15:18:57.000 1493666337 (null) SelectCurrent: selected server 'Download g0512802 AVAST5 Server' from 'main' 01.05.2017 15:18:57.000 1493666337 (null) scr: Using server: http://g0512802.iavs5x.u.avast.com/iavs5x 01.05.2017 15:18:57.000 1493666337 (null) while trying to get file 'jrog2-107b-107a.vpx', error 0x20000006 has occured, try 2 01.05.2017 15:18:57.000 1493666337 (null) Server returned 404 on file jrog2-107b-107a.vpx 01.05.2017 15:18:57.000 1493666337 (null) InvalidateCurrent: invalidated server 'Download g0512802 AVAST5 Server' from 'main' 01.05.2017 15:18:57.000 1493666337 (null) SelectCurrent: unable to find any suitable server in 'mirror' 01.05.2017 15:18:57.000 1493666337 (null) SelectCurrent: selected server 'Download s3970148 AVAST5 Server' from 'main' 01.05.2017 15:18:57.000 1493666337 (null) scr: Using server: http://s3970148.iavs5x.u.avast.com/iavs5x 01.05.2017 15:18:57.000 1493666337 (null) while trying to get file 'jrog2-107b-107a.vpx', error 0x20000006 has occured, try 3 01.05.2017 15:18:57.000 1493666337 (null) Server returned 404 on file jrog2-107b-107a.vpx 01.05.2017 15:18:57.000 1493666337 (null) InvalidateCurrent: invalidated server 'Download s3970148 AVAST5 Server' from 'main' 01.05.2017 15:18:57.000 1493666337 (null) SelectCurrent: unable to find any suitable server in 'mirror' 01.05.2017 15:18:57.000 1493666337 (null) SelectCurrent: selected server 'Download y2440880 AVAST5 Server' from 'main' 01.05.2017 15:18:57.000 1493666337 (null) scr: Using server: http://y2440880.iavs5x.u.avast.com/iavs5x 01.05.2017 15:18:57.000 1493666337 (null) while trying to get file 'jrog2-107b-107a.vpx', error 0x20000006 has occured, try 4 01.05.2017 15:18:57.000 1493666337 (null) Server returned 404 on file jrog2-107b-107a.vpx 01.05.2017 15:18:57.000 1493666337 (null) scr: downloading of file 'jrog2-107b-107a.vpx' failed. 01.05.2017 15:18:57.000 1493666337 (null) Error:Other HTTP error (404), while trying 104.107.60.225:80//iavs5x/jrog2-107b-107a.vpx 01.05.2017 15:18:57.000 1493666337 (null) Sending stats 'http://v7.stats.avast.com/cgi-bin/iavs4stats.cgi': 00000000 200 01.05.2017 15:18:57.000 1493666337 (null) Direct delete of file: C:\Users\admin\AppData\Local\Temp\1\_av_mirrI.tm~a01348\onefile 01.05.2017 15:18:57.000 1493666337 (null) Return code: 0x20000006 [Other HTTP error (200), while trying 46.4.29.2:80//cgi-bin/iavs4stats.cgi] 01.05.2017 15:18:57.000 1493666337 (null) Stopped: 01.05.2017, 15:18:57

system · 2017-05-01T20:25:46.000Z

nevermind the post above. I just wiped the mirror folder yet again, left servers.def file, and re-ran mirror.exe. It pulled the entire def. database from avast servers successfully.

Eddy · 2017-05-01T20:47:53.000Z

You would expect it would have done so the first time you wiped the folder.

Ah well, good to hear you got it solved.

system · 2017-05-01T22:01:54.000Z

Sadly, the bulk of my issues have not been solved. The mirror servers cannot update their definitions from the EAS. I’ve reinstalled the mirrors from the consoles now, in addition to everything else I posted up above, but no go. The log file basically says it tries to update from the EAS but fails, then it tries to update from avast servers, and it gets error 404’s.

I am starting to re-think whether avast endpoint protection suite is even compatible with Server 2012 R2?? Is there any documentation that shows it is? I honestly had no problems when I was on 2008 R2 until I started using this new server. I did a fresh install to begin with, and it is running SQL 2008 R2 standard, not express.

Is my console out of date? are there any updates to this thing? My console shows APRIL 2016

Eddy · 2017-05-01T22:31:13.000Z

I don’t use a avast server product, so all I can do is using a bit of logical thinking…
According to the avast website:

Microsoft Windows Server 2003 and 2003 R2 (any edition with latest Service Pack, 32-bit or 64-bit, incl. Small Business Server) Microsoft Windows Server 2008 and 2008 R2 (any edition with latest Service Pack, 32-bit or 64-bit, incl. Small Business Server, except Server Core) Microsoft Windows Small Business Server 2011 (any edition with latest Service Pack, x64bit) new iconMicrosoft Windows Server 2012 and Server 2012 R2 (any edition with latest Service Pack, x64bit, incl. Small Business Server/Essentials, except Server Core)

I take it you have the latest SP installed ? If so, using 2012 shouldn't be a problem.

Even if the console is old(er), it shouldn’t be a problem.
I do see however multiple complains about updating the vps on “home” versions of avast as well as installing avast with the on-line installer.
There are definitely problems there that avast should solve a.s.a.p.

No clue if it will work or even is possible.
As it is about the vps, I wonder if it is possible the latest vps and deploy it to the mirrors?
Just a thought…

Asyn · 2017-05-02T03:55:09.000Z

Dime3 post:5:

Asyn post:4:

Contact business support: https://support.business.avast.com/hc/en-us/requests/new

Thank you.

You’re welcome.

system · 2017-05-04T16:27:13.000Z

Asyn post:10:

Dime3 post:5:

Asyn post:4:

Contact business support: https://support.business.avast.com/hc/en-us/requests/new

Thank you.

You’re welcome.

Upon submitting a request, I received an auto-gen email saying I need to send to https://www.avast.com/business-support.php

So I did, but no reply receipt email and no reply since Tuesday 5/2

system · 2017-05-09T09:08:41.000Z

Dime3 post:11:

Asyn post:10:

Dime3 post:5:

Asyn post:4:

Contact business support: https://support.business.avast.com/hc/en-us/requests/new

Thank you.

You’re welcome.

Upon submitting a request, I received an auto-gen email saying I need to send to https://www.avast.com/business-support.php

So I did, but no reply receipt email and no reply since Tuesday 5/2

I also sent a request to support. They are changing the helpdesk system so they gave me this answer:

“We are moving to a new ticketing system and there’s some issues that we are working through.”

Just look into the web portal for answers till the problem is solved.

Eddy · 2017-05-09T12:53:34.000Z

When did you created the ticket and how long took it to get a response Christian ?

system · 2017-05-10T05:25:04.000Z

Created: March 30, 2017 08:40
Response: March 30, 2017 16:57

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