Description of the Problem:
Avast customers are reporting their Windows machines with Avast for Business, Avast CloudCare, and AVG Business Edition products are becoming stuck or frozen on the login/Welcome screen. Some of these machines are completely unable to log in, and some log in after a very extended period of time. We have determined that these issues are related to Microsoft updates for Windows 7 (KB4493472 and KB4493448) and Windows 8.1 (KB4493467, and KB4493446) and the variant updates dependent on device operating system.
Resolution - Micro-updates:Avast is currently releasing micro-updates to fix this issue via emergency updater. The status of the update for different Antivirus versions is as follows:
- 19.3: completed
- 19.4: completed
- 18.8: completed
- 18.7: completed
- Boot your machine
- Let the machine stand for approximately 15 minutes while emergency updater works. The updater runs on system context rather than the user, so you do not need to log in for it to activate.
- Reboot your machine. Your machine should now operate normally, even with the Microsoft updates listed above.
You can ensure your device received the micro-update by searching the registry for this value:for Avast products: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\aswVmm\Parameters (CsrssCompat(REG_DWORD) = 1)
for AVG products: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\avgVmm\Parameters (CsrssCompat(REG_DWORD) = 1)
IMPORTANT: The micro-update has not been added to the installer packages for Avast Business Antivirus. Therefore, uninstalling Avast Business Antivirus from an affected machine and re-installing it will not resolve this issue. Please follow the steps outlined in this article to update your Antivirus.
Manually UpdatingIn the event that the emergency updater does not retrieve the micro-update automatically, you can run it manually by locating the executable update file and double-clicking to run it. You can locate the file through one of the following paths, depending on your particular software:
- for Avast products: C:\Program Files\AVAST Software\Avast\AvEmUpdate.exe
- for AVG products: C:\Program Files\AVG\Antivirus\AvEmUpdate.exe
If You've Been Affected:Avast has developed micro-updates that should resolve the issue. However, if you've followed the instructions above and are still having this problem on your machines, please perform the following:
- Reboot your machine into Safe Mode. Our customers are reporting that they are able to get past the login/Welcome screen in Safe Mode.
- Submit a ticket to Customer Support. Please submit your information on this page: https://www.avast.com/business-support-contact to open a ticket with our Customer Support team.
- Please use the Avast Support Tool to gather and submit diagnostic information in response to the email you will receive with your support ticket confirmation. The steps you should take are outlined in either of the following articles:
- IMPORTANT: Please be sure to include the file ID of the support tool in the ticket when sending the files gathered by the Support Tool to our Customer Support team.
- Roll-back your machine to a working state by uninstalling the following updates: for Win7 (KB4493472 and KB4493448), and Win8.1 (KB4493467, and KB4493446). Our customers have reported that removing these updates has fixed the issue for the time being.
- If you are uncertain how to uninstall updates on your system, please see the Microsoft support site for details and steps.