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win 10 Home 64b v1909 - Impossible to reinstall avira antivirus free - "Your installation couldn't finish"

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  • Avatar
    Hendrik Maier

    Hi Cedricm,

    I'm sorry you're experiencing problems with our software. I know how frustrating it is putting time into getting something to work with no success. 

    Please have a look into this microsoft link and follow the instructions:  https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-repair-missing-or-corrupted-system

    Afterwards, please install Avira again via your account at my.avira.com

    This should already solve the aborting installation.

    Best regards
    Hendrik

     

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    cedricm

    Hallo Hendrik,

    Danke schön for your reply.

    I followed microsoft link /instructions:  https://support.microsoft.com/en-us/help/929833/use-the-system-file-checker-tool-to-repair-missing-or-corrupted-system

    It found 12 corrupted files and repaired them.

    then I redid successfully actions mentionned there
    https://support.avira.com/hc/en-us/articles/360002858514-How-do-I-perform-a-manual-reinstallation-of-my-Avira-Antivirus-product-

    so I redid the uninstall/install as mentionned in avira article above with safe mode, and avira registry cleaner and so on + netsh winsock reset action + N reboots


    But finally still the same failure when I try to reinstall at the end. unable to finish

    Below are logs to help any other avira user ; still hoping we will find a solution to this issue.

    sorry my computer is in french so logs below includes lots of frenc h words but I manually added an english comment for english readers.

    Hendrik, I really appreciated your help. I hope you have other ideas to solve this.

    Thank you

    BR

    cedric

    ----

    # step 1 - DISM.exe restorehealth command finished successfully

    C:\WINDOWS\system32>DISM.exe /Online /Cleanup-Image /RestoreHealth

    Outil Gestion et maintenance des images de déploiement
    Version : 10.0.18362.900

    Version de l’image : 10.0.18363.1082

    [==========================100.0%==========================] La restauration a été effectuée.
    L’opération a réussi.

    C:\WINDOWS\system32>

     

    # step 2 - sfc /scannow command finished successfully and repaired 12 files

    C:\WINDOWS\system32>sfc /scannow

    Début de l’analyse du système. Cette opération peut nécessiter un certain temps.

    Démarrage de la phase de vérification de l’analyse du système.
    La vérification est à 100% terminée.

    La Protection des ressources Windows a détecté des fichiers corrompus et les a réparés.
    Pour les réparations en ligne, les détails sont inclus dans le fichier journal de CBS situé à l'emplacement suivant :
    windir\Logs\CBS\CBS.log. Exemple : C:\Windows\Logs\CBS\CBS.log. Pour les réparations
    hors connexion, les détails sont inclus dans le fichier journal fourni par l'indicateur /OFFLOGFILE.

    C:\WINDOWS\system32>

     

    Please find below only relevant extract from CBS/log. (This log is generated by sfc /scannow command)


    findstr /c:"[SR]" %windir%\Logs\CBS\CBS.log >"%userprofile%\Desktop\sfcdetails.txt


    It repaired 12 corrupted files and finish successfully

    2020-09-09 15:01:42, Info CSI 000001f0 [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows Defender\Definition Updates\Default\\MpEngine.dll from store
    2020-09-09 15:01:43, Info CSI 000001f2 [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows Defender\Definition Updates\Default\\MpAsBase.vdm from store
    2020-09-09 15:01:43, Info CSI 000001f3 [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows Defender\Definition Updates\Default\\MpAsDlta.vdm from store
    2020-09-09 15:01:43, Info CSI 000001f4 [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows Defender\Definition Updates\Default\\MpAvBase.vdm from store
    2020-09-09 15:01:43, Info CSI 000001f5 [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows Defender\Definition Updates\Default\\MpAvDlta.vdm from store
    2020-09-09 15:03:17, Info CSI 000002ab [SR] Repairing corrupted file \??\C:\WINDOWS\Microsoft.NET\Framework\v1.0.3705\\mscormmc.dll from store
    2020-09-09 15:03:22, Info CSI 000002b6 [SR] Repairing corrupted file \??\C:\WINDOWS\Microsoft.NET\Framework\v1.0.3705\\mscormmc.dll from store
    2020-09-09 15:03:23, Info CSI 000002b7 [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows Defender\Definition Updates\Default\\MpAsBase.vdm from store
    2020-09-09 15:03:23, Info CSI 000002b8 [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows Defender\Definition Updates\Default\\MpAsDlta.vdm from store
    2020-09-09 15:03:23, Info CSI 000002b9 [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows Defender\Definition Updates\Default\\MpAvBase.vdm from store
    2020-09-09 15:03:23, Info CSI 000002ba [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows Defender\Definition Updates\Default\\MpAvDlta.vdm from store
    2020-09-09 15:03:23, Info CSI 000002bc [SR] Repairing corrupted file \??\C:\ProgramData\Microsoft\Windows Defender\Definition Updates\Default\\MpEngine.dll from store
    2020-09-09 15:03:23, Info CSI 000002be [SR] Repair complete

     

    # step 3 -  avira install new retry (not in safe mode) I tried to reinstall avira . It failed, still unable to finish

    # step 4  - I redid (just in case)

    • DISM.exe /Online /Cleanup-image /Restorehealth  (still no issue there)
    • sfc /scannow
    C:\WINDOWS\system32>sfc /scannow

    Début de l’analyse du système. Cette opération peut nécessiter un certain temps.

    Démarrage de la phase de vérification de l’analyse du système.
    La vérification est à 100% terminée.

    Le programme de protection des ressources Windows n’a trouvé aucune violation d’intégrité.

    C:\WINDOWS\system32>

    no problem detected by sfc /scannow command this time (it makes sense)

     

    # step 5 -
    I tried to reinstall avira.
    as mentionned in avira article above with safe mode, and avira registry cleaner and so on + netsh winsock reset action + N reboots
    => It failed, still unable to finish :(

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  • Avatar
    Hendrik Maier

    Hi Cedricm,

    it's sad to hear this didn't work. Can you please submit a request directly though our Email support form?
    You can find it by scrolling down here: https://support.avira.com/hc/en-us

    Also try to just perform a normal installation via your account (my.avira.com) after you followed the Microsoft instructions to repair corrupted systems.

    Best regards
    Hendrik

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    cedricm

    Hi Hendrik,

    thank you for your reply

    > Can you please submit a request directly though our Email support form?
    >You can find it by scrolling down here: https://support.avira.com/hc/en-us

    unless I misread, I cannot open a support request as I'm using the avira free version. this was why I used the community forum through this current thread.

    Hendrik Maier Did you mean something else, or a link I missed?

    > Also try to just perform a normal installation via your account (my.avira.com) after you followed the Microsoft instructions to repair corrupted systems.

    I was not convinced it would change anything (download the exe from my avira account instead than from avira repository (without being connected)) but I did. Same result => It failed, still unable to finish :(


    French message in capture below means "installation could not finish"


     Below are details and logs to help any other avira user ; still hoping we will find a solution to this issue.
    So from my avira account, I clicked on dashboard > install free avira security. as shown here

    Hendrik Maier, was it this you had in mind?
    https://snipboard.io/pz8eGN.jpghttps://snipboard.io/pz8eGN.jpghttps://snipboard.io/pz8eGN.jpghttps://snipboard.io/pz8eGN.jpg
    NB: I did not use subscription menu, as it only propose to install a non free version.

    so I followed the Microsoft instructions to repair corrupted systems. everything was fine


    dism command worked successfully (health was ok)

    C:\WINDOWS\system32>DISM.exe /Online /Cleanup-image /Restorehealth

    Outil Gestion et maintenance des images de déploiement
    Version : 10.0.18362.900

    Version de l’image : 10.0.18363.1082

    [==========================100.0%==========================] La restauration a été effectuée.
    L’opération a réussi.

    C:\WINDOWS\system32>

     

    sfc command worked successfully (no corrupted file found)

    C:\WINDOWS\system32>sfc /scannow

    Début de l’analyse du système. Cette opération peut nécessiter un certain temps.

    Démarrage de la phase de vérification de l’analyse du système.
    La vérification est à 100% terminée.

    Le programme de protection des ressources Windows n’a trouvé aucune violation d’intégrité.

    C:\WINDOWS\system32>


    then I download and install from my.avira.com
    and still same result => It failed, still unable to finish :(


    Hendrik Maier I really appreciated your help. I hope you have other ideas to solve this. Please do not tell me the only way is to buy a non free version. I do not have enough money for that. I would be forced to swith to a competitor free version, while I was so happy with avira product since a decade. :(

    Thank you

    BR

    cedric

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    cedricm

    Hi Hendrik,

    just to mention that I redid a new attempt:
    - windows in safemode
    - cleaning win folders
    - avira registryCleaner

    I did not pay attention earlier than when using avira registryCleaner in safe mode, it managed/removed about 1153 keys but not those 6 ones.
    when I try to delete them manually through regedit, same error status : impossible.
    Any idea to remediate this from your knowledge base?

    Removing product "Avira Connect (Launcher)"
    ...
    Key "HKEY_CLASSES_ROOT\WOW6432Node\CLSID\{F6D90F11-9C73-11D3-B32E-00C04F990BB4}" not deleted (access denied or locked)
    Key "HKEY_CLASSES_ROOT\CLSID\{F6D90F11-9C73-11D3-B32E-00C04F990BB4}" not deleted (access denied or locked)
    Key "HKEY_CLASSES_ROOT\WOW6432Node\CLSID\{000C101C-0000-0000-C000-000000000046}" not deleted (access denied or locked)
    Key "HKEY_CLASSES_ROOT\CLSID\{000C101C-0000-0000-C000-000000000046}" not deleted (access denied or locked)
    Key "HKEY_CLASSES_ROOT\WOW6432Node\CLSID\{BFE18E9C-6D87-4450-B37C-E02F0B373803}" not deleted (access denied or locked)
    Key "HKEY_CLASSES_ROOT\CLSID\{BFE18E9C-6D87-4450-B37C-E02F0B373803}" not deleted (access denied or locked)
    ...
    Done: Failure

    Moreover I noticed from resource panel that Avira Browser Safety cannot be uninstalled. each time I tried, I got an OS version compatibility error message
    see capture below

     

    reminder : my computer was upgraded from a win 7 64b home to a win 10 64b home.
    so exactly what is mentionned here https://answers.microsoft.com/en-us/windows/forum/all/after-upgrade-to-windows-10-cannot-uninstall-avira/130d2072-aea9-46f4-8333-43881607776b

    but the solution is to use avira registryCleaner.
    so I'm looping and I assume registry keys that cannot be deleted are linked to Avira Browser Safety.
    any idea ?

    Thank you

    BR

    cedric

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