Update Problem

DavidR · 2007-12-08T01:39:28.000Z

Lets try the usual suspects.

First try a repair of avast. Add Remove programs, select ‘avast! Anti-Virus,’ click the Change/Remove button and scroll down to Repair, click next and follow.
That may resolve the package has failed error.

What is your firewall ?
Does it allow avast.setup internet access ?

If it does delete the entry for it and do a manual update, this will force the firewall to ask permission again.

Have (or did) you another AV installed in this system, if so what was it and how did you get rid of it ?

You say you checked the proxy settings, which ones and do you use a proxy to connect to the Internet ?

system · 2007-12-08T02:16:19.000Z

DavidR post:2:

Lets try the usual suspects.

First try a repair of avast. Add Remove programs, select ‘avast! Anti-Virus,’ click the Change/Remove button and scroll down to Repair, click next and follow.
That may resolve the package has failed error.

What is your firewall ?
Does it allow avast.setup internet access ?

If it does delete the entry for it and do a manual update, this will force the firewall to ask permission again.

Have (or did) you another AV installed in this system, if so what was it and how did you get rid of it ?

You say you checked the proxy settings, which ones and do you use a proxy to connect to the Internet ?

I already tried the repair option without any luck.I use the windows firewall that came with vista.I tried removing the entry from the firewall allow list with no luck.I had the mcafee security suite before i installed avast and i removed it using the add/rmove appelet in control panel.I do not use a proxy,but i checked to make sure it wasnt enable.

DavidR · 2007-12-08T03:04:38.000Z

It might be worth checking out this.

McAfee has an uninstall tool that you could run to ensure any possible remnants are removed.
http://download.mcafee.com/products/licensed/cust_support_patches/VSCleanupTool.exe
2007 version - http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe

Lisandro · 2007-12-08T12:06:59.000Z

Can you search the board for 0x000004C7 keyword? Will any thread help?

system · 2007-12-08T19:39:37.000Z

Hi Littlebags :

 I recommended using the following Info from the McAfee Support Forums :

  " Download the removal tool from:

http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe

Click Save and save the file to any folder on your computer.
Navigate to the folder where the file is saved.
Make sure all McAfee windows are closed.
Double-click MCPR.EXE to run the removal tool. \\ NOTE: Windows VISTA USERS MUST right-click MCPR.EXE and select ‘Run as Administrator’.
Restart your computer after receiving the message ‘CleanUp Successful’. "

system · 2007-12-10T09:59:45.000Z

0x4C7 is user cancel message.

alanrf · 2007-12-10T10:13:03.000Z

First time in all these years that you have come up with that story!

Good grief!

system · 2007-12-11T10:47:30.000Z

Last comment was for me or for anyone else?? ???

alanrf · 2007-12-11T13:44:41.000Z

Most definitely for you. I believe your suggestion that 4C7 is a user cancellation is complete nonsense.

By the way, this evening I received a report of 7 Home edition users in the UK who today clicked on the on the green avast version update popup and every one (according to the report) got the same update error.

The only detail I have seen so far (for one user) gave a 4C7 error. Though the verbal report I got claimed that all of them received the same error.

I have only seen a screen shot of a warning log so far … I have requested a setup log for further confirmation.

system · 2007-12-11T13:48:51.000Z

I’m still not sure what that comment should mean? :

For windows errors you can always convert the number to decimal (calc, f5, type 4c7, f6), and then run from cmd ‘net helpmsg number’…

alanrf · 2007-12-11T13:50:30.000Z

We must agree to differ … for now.

DavidR · 2007-12-11T14:14:01.000Z

I’m probably getting the wrong end of the stick or reading between the lines something that is not there.

But, whilst the 0x4C7 is user cancel message, I believe what Alan is saying ‘between the lines’ is that his users didn’t cancel the update, but the update failed without any user input ?

alanrf · 2007-12-11T15:42:51.000Z

Thank you David … your calming and thoughtful “Uber” view is always welcome and … as usual … spot on.

system · 2007-12-11T15:48:02.000Z

I must be extraordinary slow today, but I don’t understand what are you two talking about here.

User has network problems (20000004), then cancels (0x4c7). No log provided. What do you expect? :

alanrf · 2007-12-11T16:17:26.000Z

Are you really standing before us and saying that every single post of a 4C7 error in this forum is a case if a user cancelling?

How on earth … just tell me … does a user cancel something that your software is doing???

system · 2007-12-11T16:23:21.000Z

4c7 is manual user cancel, avast should never ‘magically’ cancel itself.

alanrf · 2007-12-11T16:29:14.000Z

You did not answer my question.

Look at the logs in this forum … just how does a user cancel in the middle of avast performing an automatic update?

Are you totally avoiding the logic of what is presented to you?

system · 2007-12-11T16:49:14.000Z

I checked the code again. What I see is what I said. 0x4C7 is supposed to be caused only by user’s input.

Please show me any log where you have doubts about validity of my statement.

DavidR · 2007-12-11T16:51:29.000Z

What I’m saying from my reading between the lines of Alan’s posts (and his confirmation) are his users didn’t cancel anything the update failed.

It wasn’t cancelled by the user so the error is wrong for the circumstances, the user didn’t cancel because of network problems or otherwise, the update failed.

What I guess we expect is that the error would be correct, something has cancelled the update for whatever reason. I don’t know under what circumstances avast might/would cancel the but it wasn’t the user so the error is wrong for that circumstance.

I can’t show any log as it hasn’t happened to me and don’t have access to them.

alanrf · 2007-12-11T17:35:01.000Z

In my many years of running software development and support organizations I always asked my developers to look at problems from the user’s point of view and not from the view of their own code. I think that this thread suggests there may be some learning opportunities in the avast team.

David’s observation is again to the point.

It is clearly avoiding reality to say that 4C7 is caused by cancellation by the user. That implies the user took some action to stop avast performing an update. It is an unhelpful diagnosis even if it is literally correct - it simply puts a roadblock across the path of the user and offers no assistance on where to go next and is basically saying “Your problem not mine”.

As soon as I have the log in question I will post it - but it will probably elicit the same response.

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