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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: adrianshcheng on December 06, 2015, 11:36:42 AM

Title: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 11:36:42 AM
Dear Team

I updated Avast Free last night and then restarted my computer (Dell Studio XPS 15, Windows 7 - purchased in 2009/10, I think). Since then, it has been a nightmare.

Windows fails to start, even in safe mode.

Startup repair also fails to fix the error - I get the following message:

Problem Signature 001: 0.0.0.0
Problem Signature 002: 6.1.7600.16385
Problem Signature 003: unknown
Problem Signature 004: 21.200819
Problem Signature 005: AutoFailover
Problem Signature 006: 18
Problem Signature 007: CorruptRegistry
OS Version: 6.1.7600.2.0.0.256.1
Locale ID: 1033

I've searched the internet and followed some advice but got nowhere.

Scannow is not allowed because 'there is a system repair pending'.

Fortunately, on the command prompt within the system recovery options, I can still see my files on C: drive so hopefully this is recoverable.

Occasionally, on restart, a BSOD flashes up but too quickly for me to see what is on it - see below: Inaccessible boot device.

It was working fine before the Avast upgrade - please help!

I am ashamed to say that I have not backed up in years :(
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: Eddy on December 06, 2015, 12:02:16 PM
https://forum.avast.com/index.php?topic=53253.0

Scroll down to "If you cannot  Boot the computer" and follow the instructions.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 12:19:03 PM
Thanks for the prompt reply, Eddy. Hope you are having a good weekend, unlike me!

I have a 64 bit system - it says to make a new thread in that link you posted.

I forgot to mention - I tried System Restore in the Startup Repair, but it says there are no previous restore points. Very odd as I am fairly certain that there were...
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: Eddy on December 06, 2015, 12:32:03 PM
No need to start a new thread.
Let's keep it in one place ;)

Just attach the log files to a post in this one.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 12:40:47 PM
I don't have any CD's - can this all be done with USB flash drives?
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: essexboy on December 06, 2015, 12:43:36 PM
Run FRST from a USB at the command prompt

 
Select Command prompt 
(http://i1224.photobucket.com/albums/ee362/Essexboy3/RepairVista_7277.jpg) 
 
At the command prompt type the following  :
 
notepad and press Enter
The notepad opens. Under File menu select Open
Select "Computer" and find your flash drive letter and close the notepad. 
In the command window type e:\frst64.exe  or  e:\frst.exe dependant on system
 and press Enter 
Note: Replace letter e with the drive letter of your flash drive. 
The tool will start to run. 
When the tool opens click Yes to disclaimer. 
(https://dl.dropboxusercontent.com/u/73555776/frst.JPG)
Press Scan button. 
It will make a log (FRST.txt) on the flash drive. Please copy and paste it to your reply.
 
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 01:08:25 PM
Thanks for this, guys. Really appreciate this.

I found the USB drive was F drive.

I can't get the tool to run though. If I type f:\frst.exe, I get 'the subsystem needed to support the image type is not present'. If I type f: \frst.exe, it just goes into F drive...

By the way, when I opened notepad, I saw that there was a recovery drive with 8.50 GB free of 14.6 GB so I suppose that, for some reason, System Restore can’t see this…

Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: essexboy on December 06, 2015, 01:19:56 PM
Do you have the right version ? i.e. 32 or 64 bit
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 01:36:20 PM
I suspect I might have the 32 bit version... My system is 64 bit.

Whereabouts can I get the 64 bit version? Sorry, I am a real noob...

I downloaded the FRST.exe from this link (https://forum.avast.com/index.php?topic=53253.0), where it says 'If you cannot  Boot the computer'

To aid any others who have similar problems, I downloaded the 64 bit version from here: http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/

Will post results shortly.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: Asyn on December 06, 2015, 01:50:09 PM
Attach your logs..!!
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 01:53:27 PM
Sorry, Asyn - I didn't see the attach option...  :-[

FRST log attached. Very grateful for your help.

I've deleted the other posts where I tried pasting the log!

Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: Asyn on December 06, 2015, 01:58:00 PM
Sorry, Asyn - I didn't see the attach option...  :-[
NP, I removed your (redundant) posts.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: essexboy on December 06, 2015, 03:28:38 PM
Download the attached fixlist to the same location as FRST
Start FRST as before and press fix
On completion try a normal boot..  You may need to run repair twice

Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 03:57:30 PM
I did this but it didn't make any difference.

The computer still goes straight to Startup Repair.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 03:58:55 PM
I think I did this manually, after following these instructions:

http://www.makeuseof.com/tag/fix-windows-7-infinite-reboot-loop/

I did that before posting on this forum.

Thanks for your continued help.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: essexboy on December 06, 2015, 04:40:11 PM
OK lets try this next

Download the attached fixlist to the same location as FRST
Start FRST as before and press fix
On completion try a normal boot..  You may need to run repair twice
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 05:18:39 PM
Thanks, but still no luck.

Still goes to Startup Repair.

I had tried to force the computer to boot in safe mode by following the instructions in this link (http://www.digitalcitizen.life/command-prompt-fix-issues-your-boot-records) before posting here.

What's the next move?

Thanks again for your time.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: Eddy on December 06, 2015, 05:37:43 PM
essexboy,

IObit crap is installed.
Rogue software > MalwareProtectionLive
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 05:57:42 PM
I take it you aren't a fan of iobit. It did find quite a few outdated drivers which was useful.

I do have a lot of crap installed on that computer - always planned to clear it out...
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: hemanth on December 06, 2015, 06:10:13 PM
Copy necessary files from one drive to another using DOS/Command Prompt. Then do a system restore using Dell. For more information on system restore of Dell, call their Toll Free help-line.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: Eddy on December 06, 2015, 06:42:40 PM
Here we say "Buy a Dell, end up in hell" ;D

Much better than a factory reset is a clean installation with a Windows cd/dvd.

Guess you don't know that IObit can't be trusted.
They stole from Malwarebytes.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: bob3160 on December 06, 2015, 06:47:48 PM
Here we say "Buy a Dell, end up in hell" ;D

Much better than a factory reset is a clean installation with a Windows cd/dvd.

Guess you don't know that IObit can't be trusted.
They stole from Malwarebytes.
I own 3 Dell's by choice and am not having a bit of trouble with any of them. :)
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 06:52:12 PM
Here we say "Buy a Dell, end up in hell" ;D

Much better than a factory reset is a clean installation with a Windows cd/dvd.

Guess you don't know that IObit can't be trusted.
They stole from Malwarebytes.

I've probably had 3 Dells die on me now... though this one has been OK until now. Which make do you prefer?

It came with Windows pre-installed so I don't have the CD/DVD. I kept cancelling the upgrade to Win 10 but am wishing I did it now...

Didn't know that about IObit - can't remember where I got it from - CNet?

I'm hoping essexboy (or anyone!) can help me sort this out without a reinstall... The computer was fine until the Avast update (2016?). I clicked restart as Avast needed to restart my computer and then it was caput... Perhaps it corrupted the registry? I've seen many people post on the internet with exactly the same problem after updating Avast. Can the registry be fixed?
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: Eddy on December 06, 2015, 07:01:57 PM
If you want you can download Windows from the MS website and use that with your license to do a clean installation.

A clean installation now and then doesn't hurt.

This is what I do with new systems:
- Install Windows
- Install all drivers
- Install security software
Do all the above while physically disconnected from the net.

- Install all applications you normally use.
- Make changes in settings as you wish/like
- Create a image of the drive
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: bob3160 on December 06, 2015, 07:16:59 PM
There isn't any reason that new install can't be windows 10 since the latest version allows you to use your
registration of Windows 7 or 8.1 for the free upgrade.
You'll be able to download what you need directly from windows.
More information here:
https://www.microsoft.com/en-us/software-download/windows10 (https://www.microsoft.com/en-us/software-download/windows10)
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 07:33:41 PM
Thanks, guys, but any other suggestions as to how I can fix this startup repair loop? I'm pretty sure it is Avast-related.

Assuming we can fix it, then would you suggest upgrading from windows 7 to 10?
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 08:18:04 PM
By the way, I disabled automatic restart and got the following technical information on the BSOD:

*** STOP: 0x0000007B (0xFFFFF880009A99928, 0xFFFFFFFFC0000034, 0x0000000000000000,0x0000000000000000)

I googled 0x0000007B and came to this: https://support.microsoft.com/en-us/kb/324103 (inaccessible boot device)

I should just say that literally before the Avast upgrade, I had run a boot sector virus check which came out fine. I can't remember if I switched it off the option to check the boot sector but I don't think that is necessary usually.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: essexboy on December 06, 2015, 08:21:54 PM
One option would be to enter BIOS and change the device to either IDE or SATA depending on what it is now
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 08:24:39 PM
One option would be to enter BIOS and change the device to either IDE or SATA depending on what it is now

Thanks, essexboy. I changed the SATA operation to and from AHCI/ATA, but it still goes to the Startup Repair.

Is there any way to fix the registry? That was one of the 'problem signatures'. I know we tried restoring an old version and that didn't work.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: bob3160 on December 06, 2015, 09:01:08 PM
Wonder if this is the problem you're having:
https://forum.avast.com/index.php?topic=28748.msg1274015#msg1274015 (https://forum.avast.com/index.php?topic=28748.msg1274015#msg1274015)
If it is, you're pretty much stuck with having to re-install windows.
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: essexboy on December 06, 2015, 09:03:35 PM
Nope it will need a re-install I am afraid
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 09:06:10 PM
I have completed a chkdsk /r (I had done it without and with a /f).

On verifying file data (stage 4 of 5), it says:

the disk does not have enough space to replace bad clusters detected in file 4532 of name \windows\micros~1.net\framew~2\v40~1.303\setupc~1\v45~1.512\netfx_~1.mzz

'the disk does not have enough space to replace bad clusters detected in file 286139 of name \windows\micros~1.net\framew~2\v40~1.303\setupc~1\v45~1.512\netfx_~2.mzz
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: Eddy on December 06, 2015, 09:17:53 PM
Get it over and done with.
Format the drive and perform a clean installation of Windows...
Title: Re: Help! Computer won't start Windows or repair after Avast update
Post by: adrianshcheng on December 06, 2015, 09:19:37 PM
Looks like I am running out of hope.

I can get to command prompt but how do I get my data off the computer to an external hard drive?

Sorry, I have limited knowledge...