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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: iceydragon on November 27, 2003, 07:34:22 PM

Title: Frozen Computer after starting Microsoft Word 97
Post by: iceydragon on November 27, 2003, 07:34:22 PM
When I start up Microsoft Word 97, the computer just totally freezes up. I know it is something to do with the avast! On Access Scanner because when I dont have it run on startup, Word starts fine. The Word window goes gray but doesnt come up with the white paper sheet. Please can u help!
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: igor on November 27, 2003, 07:48:27 PM
A few questions:
What OS do you use?
What are your settings of the Standard Shield provider?
Does it help if you pause the provider? (if not, does it help when you stop the provider?)
Strange question maybe, but does anything happen when you wait a while (let's say 3-5 minutes) when it's "frozen"?
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: iceydragon on November 27, 2003, 08:51:12 PM
Ok answers to ur questions.
1) I am using Microsoft Windows ME
2) Standard Shield is set to High
3) No on neither account, only works if I totally stop it running as an application. (as I said, its ok when i stop it on startup).
4) I have left it and nothing happens, it just stays frozen, with the egg timer, the egg timer can still be moved however but I cant access anything.
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: Lisandro on November 28, 2003, 01:43:14 AM
2) Standard Shield is set to High

Do you try, as Igor said, to disable some protections itens as the 'Scan OLE documents on open' for instance?

3) No on neither account, only works if I totally stop it running as an application. (as I said, its ok when i stop it on startup).

What exactly did you do? How you 'stop it on startup', what's that?

A friend of mine has Windows Me with XP Office and everything goes fine with avast!  :-\
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: techie101returns on November 28, 2003, 03:21:12 AM
icey,

Please check these settings for me:
Standard Shield....Customize.....Blocker.
You should not have any checks under Blocked Operations.
If you do, remove them.

Also, for now, lower the SS level to Normal and try again.

Lastly, shut down Avast, and open up Word97.  If you have a resource meter, open it up in the tray, (or similar monitor to desktop).
See what the GDI and System resources appear.

I want to ascertain if we may have a system resource allocation problem.

thanks,
techie

Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: igor on November 28, 2003, 10:42:22 AM
I just tried avast 4.1.304 with Word 97 on Windows ME, and I don't see anything wrong.

So, a few more questions:
1. You are using the latest build of avast! (b. 304), right?
2. Did you change some other settings of the Standard Shield (such as turning on the "Display of detailed info on performed action"?
3. If you run a scan on your hard drives (or in particular, the drive with your system and office installation, macros, documents, etc.), no viruses are found, right?
4. How do you disable avast so that the problem disappear? You remove ashServ.exe from the auto-start registry key?
5. Does the "freeze" occur every time you try, or just sometimes?
6. What other programs are running at the time you try (i.e. what programs/tools are automatically started when your Windows start)?
7. If you start Windows, select "Stop on-access protection and exit" from the system tray avast icon, and then start Word, does it help?
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: iceydragon on November 28, 2003, 03:23:40 PM
Ok, i tried disabling OLE documents and it didnt work. I stopped it on startup by going into msconfig and disabling it, so it wont run on startup. (The ashserv.exe program). I have tried readjusting settings and that hasnt worked. Although one thing I found funny was I could not find the ashserv program in the Close Program dialog box, although I dont no whther it is suppose to be there anyway. and answers to the questions
1) Yes, latest build
2) I did accidently change all settings to high once but then moved it back to normal. Anything I have tried however doesnt seem to do anything.
3) Um yes there was. One called Win32.Mapson-D [Wrm]. I checked into this and it had something to do with disabling certain antivirus programs.
4) As i said, from the msconfig option by typing in msconfig in the run dialog box.
5) Everytime I try it freezes
6) I had no programs running, but I only need to disable ashserv.exe and Word 97 works fine. (List of startup programs are in the file.)
7) Oh I have tried that one, no help whatsoever. I can disable all the shields and it still wont work.

P.S What version of Word 97 was you using because mine is from Works Suite 99 OEM and Works is what it says, it works fine. Word 97 is from that CD and not from Office 97 or any other Works Suite etc.
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: Lisandro on November 28, 2003, 06:43:39 PM
Oh, you have Norton Personal Firewall...
I'm afraid it will be not compatible with avast!  :'(

Do you have Norton Antivirus too? Have you ever installed it in your computer (even in the past)?  ;)
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: iceydragon on November 28, 2003, 08:15:12 PM
Yes I had Norton Antivirus 2002 but I uninstalled it. I have taken off Personal Firewall as well because I have switched to ZoneAlarm. Does this have compatibility issues with Avast as well?
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: raman on November 28, 2003, 08:42:02 PM
Hm, than you should post a Hijackthis log:
You can download the programm here:  http://mjc1.com/mirror/hjt/
Download,  unzip and start the Exefile. Press "scan", "save log",  after saving it, post the content(via copy/paste) of the Editor-windows, which will appear.
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: iceydragon on November 28, 2003, 08:46:54 PM
Ok, thnx for that, i will try it and see.
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: iceydragon on November 28, 2003, 09:00:08 PM
Ok, i have the log file here as a .txt (because obviously i cant upload.log files)
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: raman on November 28, 2003, 09:40:52 PM
There is nothing special(only standard "crap"!;) ), if you use a internal HSPwin Modem. If not test the ptsnoop.exe here:  http://www.kaspersky.com/remoteviruschk.html

You could disable some of the startups, but i do not think that they are responsible for your Office Problem.

BTW: Tried to temporary rename the normal.dot?

Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: iceydragon on November 28, 2003, 09:59:27 PM
Ok, I tried renaming Normal.dot to no avail. I have an internal HSP modem but I still viruschecked it and it was clean.
 :'( This is really gettin depressing now, cant find a soloution except to stop avast On access scanner (ashserv.exe). :'(
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: techie101returns on November 29, 2003, 12:03:55 AM
icey,

I was reading back over your posts.  I know you said you uninstalled Norton, but the screenshot still showed Norton keys.  You need to remove the registry key entries as well.

Run both Diskscan and Defrag as an extra measure.

Have you thought about uninstalling and reinstalling Avast?
I don't always recommend this measure, but when no other solution is forthcoming, you might as well try it.  Yes?

I had asked you to check system resources (GDI and System) but you never answered my post.

This may be a long shot, but let's check for macro viruses which might not show in a virus scan.

Open Word...tools...macros...See if any macros that you did not set up are shown in the box.
Check for these:
AutoClose
AutoExec
AutoOpen
FileExit
FileNew
FileOpen
FileSave
FileSaveAs
Macros
ToolsMacro
If any of the above are present, it is indicative of macro virus.

I can only help if you provide information I need for my thought process.
(as confused as I can be at times. hahaha)

techie
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: Lisandro on November 29, 2003, 02:01:45 AM
icey,

I was reading back over your posts.  I know you said you uninstalled Norton, but the screenshot still showed Norton keys.  You need to remove the registry key entries as well.
techie

Icey, techie is correct. See your startup entries posted here... Remove traces of Norton with a Registry Cleaner:

RegClean (http://ftp.pcworld.com/pub/new/utilities/system_resources_tune_up/regclean.exe) for Windows 98 (but works on XP)
BeClean (http://boozet.xepher.net/download/beclean120.exe) Specially the Registry Cleaning feature
But the best, you can make a download for try, is PowerTools (http://www.jv16.org/). Very powerful registry power tools, with lots of extra options]very powerfull registry power tools, with lots of extra options. Unfortunately, it's a shareware. You can run it before the expiration time and get rid from Norton.
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: iceydragon on November 29, 2003, 06:01:13 PM
K, I presume Im looking for anything with norton or based on norton in the registry, or am I lookin for certain keys only?
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: techie101returns on November 29, 2003, 06:07:36 PM
icey,

Yes, any notation with Norton should go UNLESS you have the Norton Utilies installed.  Then you need to decide if you want to keep the tools in your putter or dump Norton completely. (There are better, and less troublesome).

Good luck
techie
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: iceydragon on November 29, 2003, 06:31:17 PM
Ok yeah. Norton always seems to be the stupid problem  ;D Its sorted. Thnx to all u guys who helped me out there. I removed everything to do with Norton and Symantec from registry and it worked. What more can I say. Every1 who helped out, i owe u one. Thnx again.

P.S Do you think it is something 2 do with Microsoft Word scanning in Norton Antivirus?
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: Lisandro on November 29, 2003, 08:41:27 PM
Ok yeah. Norton always seems to be the stupid problem  ;D Its sorted. Thnx to all u guys who helped me out there. I removed everything to do with Norton and Symantec from registry and it worked. What more can I say. Every1 who helped out, i owe u one. Thnx again.

P.S Do you think it is something 2 do with Microsoft Word scanning in Norton Antivirus?

I know it's a long way, but just check this forum (http://www.avast.com/forum/index.php?board=2;action=display;threadid=1687) to be sure of your system would be scanned at DOS.

Norton mess, at least, three Registry keys...
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\VirtualDeviceDrivers
    HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Control\VirtualDeviceDrivers
    HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\Control\VirtualDeviceDrivers


You should also use RNAV2003 (http://service1.symantec.com) or this link (http://service1.symantec.com/SUPPORT/nav.nsf/8d071816eedd7cac88256c0e005a96e5/33497f6e8a319ece88256ace0076cc02?OpenDocument) to download and then remove traces of NAV into your registry: for removing the most fastidious at clearing out the vestiges of the software and sparing users' headaches. Download and run the application. If you have already done the first step, choose 'No' to continue.

Good luck.  :o
Title: Re:Frozen Computer after starting Microsoft Word 97
Post by: techie101returns on November 30, 2003, 12:31:34 AM
icey,

Glad everything worked out for you.

Happy to be of service.


techie

PS:  In answer to your post....
Unless you removed a program supplied by Symantec (the vendor), then I would not use the term symantec to mean "everything removed".  I never heard of such a use and it could be confusing when you ask for help.

bye,
techie