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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: deeverett on September 21, 2019, 09:52:34 AM

Title: Unable to load application error ending in 0xc0000005
Post by: deeverett on September 21, 2019, 09:52:34 AM
I'm running the most recent version of windows 7 64 Bit Home and downloaded the latest update to Avast Free last night (9/20/2019).  After the update finished and I rebooted, I was unable to open Firefox 64 bit, the latest version of Chrome and the latest version of Thunderbird.   It only seemed to effect these 3 programs.  I uninstalled a bunch of updates to windows, other programs nothing worked.  When I uninstalled Avast it fixed the problem, standard uninstall - not safe mode with Avast Clear program.  Reinstalled Avast, same problem.  Uninstalled in Safe Mode with the Avast Clear, then reinstalled.  Same problem.  Before I switch to another Free Antivirus, was hoping to fix the problem and re-install Avast.

Any help will be appreciated!
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Asyn on September 21, 2019, 10:11:27 AM
- Other security related software installed..?
- Which AV(s) did you use before Avast..?
Title: Re: Unable to load application error ending in 0xc0000005
Post by: deeverett on September 22, 2019, 12:18:20 AM
No other AVs were ever installed.  This was a clean install in 2009 with a new system and have been updating Avast ever since.  The only "security software" on this computer is Spybot 1.62 and CCleaner 5.61.7392.  I DON'T even have the MS Security Essentials.  Again the only thing that solves the problem is uninstalling Avast...
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Asyn on September 22, 2019, 07:01:24 AM
Follow instructions: https://support.avast.com/article/33/ and post your File-ID here afterwards.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: deeverett on September 22, 2019, 07:35:23 AM
So I will have to reinstall avast so you can get the diagnostics...Stand by...DDKZJ
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Asyn on September 22, 2019, 07:38:42 AM
So I will have to reinstall avast so you can get the diagnostics...Stand by...DDKZJ
OK, I'll forward it...
Title: Re: Unable to load application error ending in 0xc0000005
Post by: deeverett on September 22, 2019, 07:40:57 AM
Thanks.  So what should I do.  I have chrome open so I can respond here, but the link in the diagnostic tool that opens a Chrome (default browser) window gave me the same error.  Should I just leave my computer on as-is until I get a response?  Or will it hurt the process if I uninstall Avast again?
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Asyn on September 22, 2019, 07:53:00 AM
You're welcome. Now you need to be patient, the devs will be back on Monday.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: deeverett on September 22, 2019, 07:53:30 AM
Thanks!
Title: Re: Unable to load application error ending in 0xc0000005
Post by: kwiq on September 23, 2019, 08:40:59 AM
Hi deeverett,
If you see the error message box it means firefox crashed can you please try to take a look for *.dmp files ? 
Firefox dumps should be stored in %userprofile%\AppData\Roaming\Mozilla\Firefox\Crash Reports\pending folder.
Chrome dumps should be stored in %userprofile%\AppData\Local\Google\Chrome\User Data\Crashpad\reports.

I havent found any error record about firefox in event logs but there are 2 error :
1) Activation context generation failed for "C:\Program Files (x86)\Adobe\Acrobat 9.0\Designer 8.2\FormDesigner.exe".Error in manifest or policy file "" on line . Application configuration specified an invalid private-assembly probing path. The invalid probing path was part of C:\Windows\WinSxS\manifests\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.7601.24483_none_e372d88f30fbb845.manifest.

2) A fatal alert was received from the remote endpoint. The TLS protocol defined fatal alert code is 40.

2 is more interesting according to https://social.technet.microsoft.com/Forums/azure/en-US/70e9dffb-289c-4f85-8839-f8845ad7fe80/a-fatal-alert-was-received-from-the-remote-endpoint-the-tls-protocol-defined-fatal-alert-code-is?forum=winserverTS it points to broken certificate !

In case you will not find any dmp files please capture the crash with procmon tool and upload the .pml file for analysis.
Here are link to procmon and article how to upload  files to avast ftp server. Just compress all files you want to upload as deeverett_9_2019.zip and upload this archive to ftp server !
(https://docs.microsoft.com/en-us/sysinternals/downloads/procmon)
(https://support.avast.com/en-eu/article/FTP-file-upload)

Thank you for report !

 
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Udo25 on September 23, 2019, 04:27:24 PM
Ich hatte das gleiche Problem am Wochenende. Browsers Chrome, Firefox und Opera gaben diese ehlermeldung. Thunderbird ebenfalls. Ich habe alles versucht um diese Programme wieder flott zu bekommen. Vonj Hardware bis zu Sofwareproblemen (Registry usw.) Nichts half ausser das komplette enfernen von Avast. Ich hoffe es gibt bald eine Lösung für das Problem da ich ungermne auf ein anderes Programm umsteigen möchte.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: kwiq on September 23, 2019, 07:45:40 PM
Ich bin auslander und spreche nich gut deutsch ;)
Title: Re: Unable to load application error ending in 0xc0000005
Post by: schmidthouse on September 23, 2019, 08:00:39 PM
Ich hatte das gleiche Problem am Wochenende. Browsers Chrome, Firefox und Opera gaben diese ehlermeldung. Thunderbird ebenfalls. Ich habe alles versucht um diese Programme wieder flott zu bekommen. Vonj Hardware bis zu Sofwareproblemen (Registry usw.) Nichts half ausser das komplette enfernen von Avast. Ich hoffe es gibt bald eine Lösung für das Problem da ich ungermne auf ein anderes Programm umsteigen möchte.

Hi
 You can find the German Forum here: https://forum.avast.com/index.php?board=21.0 (https://forum.avast.com/index.php?board=21.0)   :)
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Udo25 on September 23, 2019, 08:54:11 PM
well if you like I can post in English too. I thought because the thread was in German I post in German. I did have the same problem this weekend. Browsers Chrome, Opera and Firefox did not start any more. Thunderbird did not start either. I looked at all possibilities in Hardware (RAM etc.) and Software (Registry etc.) but only a complete de-installation of Avast helped to solve the problem. I hope you will have a solution soon because I would not like to use a different antivirus software after using Avast for many years.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: schmidthouse on September 23, 2019, 09:05:52 PM
well if you like I can post in English too. I thought because the thread was in German I post in German. I did have the same problem this weekend. Browsers Chrome, Opera and Firefox did not start any more. Thunderbird did not start either. I looked at all possibilities in Hardware (RAM etc.) and Software (Registry etc.) but only a complete de-installation of Avast helped to solve the problem. I hope you will have a solution soon because I would not like to use a different antivirus software after using Avast for many years.

If you issue is the same as posted, Possibly you can help by providing info (dump files) etc that are laid out by Kwiq in post #9
Title: Re: Unable to load application error ending in 0xc0000005
Post by: deeverett on September 24, 2019, 06:34:34 AM
I cant click on links because of Avast not letting open addition tabs in Chrome, will have to uninstall Avast again to do so
Title: Re: Unable to load application error ending in 0xc0000005
Post by: deeverett on September 24, 2019, 08:17:02 AM
Kwiq,

the newest crash files in both Chrome and Firefox were from 2017, the issue is NOT the apps crashing, it's that they won't load - hence the picture of the error message I posted to start this thread.


To get back to this page and click on the links, I had to uninstall Avast AGAIN!  If we can't solve this problem within the next few hours, I'll have to switch virus software.  This is my 76 year old Dad's computer, and he isn't capable of troubleshooting.  I'll be away from his computer for the next few weeks traveling, and I don't trust not having AV software on his computer....
Title: Re: Unable to load application error ending in 0xc0000005
Post by: deeverett on September 24, 2019, 08:40:48 AM
File uploaded. Recreated issue 3x
Title: Re: Unable to load application error ending in 0xc0000005
Post by: kwiq on September 24, 2019, 09:05:00 AM
Hi deeverett
firefox, chrome and thunderbird exited with status code 0xC0000005 -access violation but none of them created a dump file :-(.
Can you try to run  thunderbird  or chrome under debugger to capture a dump file.
Just download procdump tool from https://docs.microsoft.com/en-us/sysinternals/downloads/procdump
And start chrome from cmd line :
procdump.exe -accepteual -e -l -x c:\dump "C:\Program Files (x86)\Google\Chrome\Application\chrome.exe"

-x c:\dump - path where you want to store dumps - change it to your existing folder !!!

Similar cmd line for thunderbird:
procdump.exe -accepteual -e -l -x c:\dump "C:\Program Files (x86)\Mozilla Thunderbird\thunderbird.exe"

I dont know if we will be able to fix the issue within few hours but any dump would help us fix this issues for other users !

Thank you
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Turtle3 on September 24, 2019, 06:09:39 PM
Hi. I'm having the exact same problem.

My story: I live in Spain. My computer has Windows 7 and it had AVG Antivirus Free intalled. Last September 21st, AVG Antivirus got an update and, from that moment I couldn't get to open Firefox Browser. The program didn't even showed up, I only got the error message (0xc0000005) as deeverett said, but of course in Spanish. I unistalled Firefox and reinstalled it again, but the problem persited. So I downloaded and installed Google Chrome browser. Same as Firefox. It was downloaded and apparently installed without problem, but I couldn't open it. Exactly the same error message as Firefox.
After that I unistalled AVG Antivirus Free. And then both Firefox and Chrome opened and worked fine. No problems. I downloaded and intalled Avast Antivirus Free, and again, I wasn't able to open Firefox and Chrome. Exactly the same problem and error message.
Luckily I could do all that because I had MSN Explorer browser installed, and the problem didn't affect it. Explorer works fine with the new Avast/AVG Free Antivirus update. Your Avast browser is also working fine with Avast. I'm writing from there. Now I don't have AVG intalled.

I had been a user of Avast antivirus in my previous computer and was happy about it. But when I inherited my "new" computer it already had AVG Antivirus free installed, so I kept using that one. I'd like to keep both Avast and Firefox, so I would be very grateful if you could do something to fix that problem in the antivirus.

Finally, I don't know much about computers, but I managed to check the crash report folder of Firefox to look for any dump files. As deveerett said, no files in there.

Sorry, if all this information is not useful to you. Just wanted to help ;)

Thank you very much.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Asyn on September 24, 2019, 06:52:02 PM
Sorry, if all this information is not useful to you. Just wanted to help ;)
Hi, if you want to help, please follow instructions from kwiq (Reply #18).
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Udo25 on September 25, 2019, 01:02:24 AM
Hello,

there are no dmp files for Chrome since this had been uninstalled and a new version installed later. However a got a number of dmp files from Firefox. Where can I upload these?
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Asyn on September 25, 2019, 05:19:02 AM
Uploading files to the Avast FTP server: https://support.avast.com/article/FTP-file-upload
Pick a unique name (and post it here), so the devs can find it. Cheers
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Andreas331 on September 25, 2019, 03:36:33 PM
I have the same problem, also on win7 / 64bit, firefox crashes with Unable to load application error ending in 0xc0000005

Maybe win7 / 64bit problem ...
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Turtle3 on September 25, 2019, 06:31:10 PM
Hi, if you want to help, please follow instructions from kwiq (Reply #18).

I'd love to, but I'm afraid I barely understand what kwiq is saying. I'm sorry I can't be of more help.  :-\
Title: Re: Unable to load application error ending in 0xc0000005
Post by: kwiq on September 25, 2019, 09:23:30 PM
Hi,
may I ask you to do test. Disable Behavioral shield and try to start the failing application again.
Please let me know if it helped.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Andreas331 on September 26, 2019, 10:16:17 AM
Hello kwiq,

this setting didn't help for me. I only use the filesystem protection feature (first checkmark) without any other service.

The problem even persists, if I pause avast. The only thing which is fixing the problem, is to uninstall the product.

Funny thing: waterfox has no problem with it and works great, whereas firefox is crashing... 

BR, Andreas
Title: Re: Unable to load application error ending in 0xc0000005
Post by: kwiq on September 26, 2019, 10:58:23 AM
Can you try to disable following components one by one  anti rootkit, file shield, web shield and test if the failing application can start ?
Title: Re: Unable to load application error ending in 0xc0000005
Post by: phil_2019 on September 26, 2019, 04:20:51 PM
Hi,
Avast user of over 10 years here to report having this error 'Unable to load application error ending in 0xc0000005'
when open Firefox, Chrome, IE.

-Disabled shield, behavior, and disabled Avast protection completely did not work.
Finally Issue was solved by totally uninstall Avast.


1) 3 diffrent PCs/laptops running Windows 7 Ultimate 64bit.
2) Latest version of Firefox, Chrome.   Rarely use IE.

3) Avast: what ever version was available for update on this date: September 22, 2019.
(No longer having avast installed on any computer therefore don't know the version)

Title: Re: Unable to load application error ending in 0xc0000005
Post by: Andi444 on September 26, 2019, 08:39:17 PM
Everything is disabled (rootkit, filesystem, PUP, web) beside the AVAST Service, which could not be stopped (even as admin), and error ending in 0xc0000005.

I'm sure you can easily reproduce the error on every win 7 64bit.

BTW: no dumpfile by procdump64.exe just screenresult

Code: [Select]
Process:               firefox.exe (6148)
CPU threshold:         n/a
Performance counter:   n/a
Commit threshold:      n/a
Threshold seconds:     n/a
Hung window check:     Disabled
Log debug strings:     Enabled
Exception monitor:     Unhandled
Exception filter:      [Includes]
                       *
                       [Excludes]
Terminate monitor:     Disabled
Cloning type:          Disabled
Concurrent limit:      n/a
Avoid outage:          n/a
Number of dumps:       1
Dump folder:             ...
Dump filename/mask:    PROCESSNAME_YYMMDD_HHMMSS
Queue to WER:          Disabled
Kill after dump:       Disabled


Press Ctrl-C to end monitoring without terminating the process.

[20:49:49] Exception: C0000005.ACCESS_VIOLATION
[20:49:50] The process has exited.
[20:49:50] Dump count not reached.

Title: Re: Unable to load application error ending in 0xc0000005
Post by: chris.. on September 26, 2019, 09:06:10 PM
I'm sure you can easily reproduce the error on every win 7 64bit.
I have 2 pcs w7 64bit and I don't have a problem with both.
So , the problem is elsewhere than the OS used (ex:other soft , driver , hardware , ....)
It's probably more complicated for avast to find out where it comes from.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Turtle3 on September 26, 2019, 09:29:20 PM
Hi,
may I ask you to do test. Disable Behavioral shield and try to start the failing application again.
Please let me know if it helped.

Hi, I tried disabling all the shields, one by one, and nothing worked. Then I disabled all of them and that didn't work either.

I don't know about computers, but as the Firefox and Chrome work when the antivirus is not installed, maybe the antivirus detects the .exe files of Firefox and Chrome as a potential threat? Or maybe antivirus instalation takes/changes some file/s that those programs need to be loaded, and then when you uninstall the antivirus the file/s go back to place? Well, I am sure you already though of that  :P

Title: Re: Unable to load application error ending in 0xc0000005
Post by: Turtle3 on September 26, 2019, 09:52:44 PM
I'm sure you can easily reproduce the error on every win 7 64bit.
I have 2 pcs w7 64bit and I don't have a problem with both.
So , the problem is elsewhere than the OS used (ex:other soft , driver , hardware , ....)
It's probably more complicated for avast to find out where it comes from.

More info about my PC in case it helps:

Windows 7 Home Premium
Service Pack 1
Hewlett-Packard PC
HP Pavillion g6 Notebook PC
Intel(r)Core(TM)i5-2430M CPU @ 2.40GHz
RAM  4GB
SO  64bits

Title: Re: Unable to load application error ending in 0xc0000005
Post by: kwiq on September 27, 2019, 02:37:59 PM
Hi all,
being not able to induce the issue in house we are looking for a brave hero who would allow us to connect to his/her PC and let us examine the issue. Our QA team will contact you with instructions how to set up remote session in a time you choose.
Thank you for your help !
Title: Re: Unable to load application error ending in 0xc0000005
Post by: chris.. on September 27, 2019, 05:41:59 PM
Hi,
may I ask you to do test. Disable Behavioral shield and try to start the failing application again.
Please let me know if it helped.

Hi, I tried disabling all the shields, one by one, and nothing worked. Then I disabled all of them and that didn't work either.

I don't know about computers, but as the Firefox and Chrome work when the antivirus is not installed, maybe the antivirus detects the .exe files of Firefox and Chrome as a potential threat? Or maybe antivirus instalation takes/changes some file/s that those programs need to be loaded, and then when you uninstall the antivirus the file/s go back to place? Well, I am sure you already though of that  :P
Hi,
have you tried to disable self-defense before disabling agents, rather than uninstalling avast ?
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Turtle3 on September 27, 2019, 09:44:27 PM
Finally something!  :)

I disabled sef-defence. Antivirus din't ask me to restart mi PC. I tried opening Firefox. It didn' work.

With sef-defence down, I ticked/checked the Passive Mode box. The Antivirus asked me to restart my PC. I did so.

Then I tried to open Firefox, and it worked!! Same with Chrome.

Then I checked the Antivirus settings and realised that in addition to the above, I had Firefox and Chrome as Exceptions. I had added them  a couple of days ago, trying to solve the problem, and then I had forgotten about that. I don't think it affected the test, but I state it here, just in case.

As I am not happy with surfing the web with Avast on passive mode, I disabled the passive mode, and restart my PC. The error 0xc0000005 problem is back, and again I can't open Firefox neither Chrome.  :'(

But at least that was something.

Maybe more people can try, and tell us what they get.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Dr.Falken on September 28, 2019, 09:40:36 AM
**** WARNING ****
ALWAYS MAKE A BACKUP OF YOUR DATA
USE THE FOLLOWING AT YOUR OWN RISK !!!
**** WARNING ****


Hi,
I'm a technician from Monterotondo (Rome, ITALY) and 3 days ago a client bring us a computer (Windows 7 x64) unable to launch any browser (error 0xC0000005).
Using ProcessMonitor (https://download.sysinternals.com/files/ProcessMonitor.zip) I've found out that the error is caused by snxhk.dll located in C:\Program Files\avast software\avast\ folder (on x64 OS)
snxhk.dll should be related to Avast Sandbox.
Renaming this file is the only workaround to keep Avast protection.
The procedure is:
That's all! Your browsers should work again  8)

Meanwhile I hope that Avast's developers will fix this...

Greetings from Monterotondo!  ;)
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Asyn on September 28, 2019, 11:05:50 AM
Interesting, thanks for sharing..!! :)
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Andi555 on September 29, 2019, 09:54:48 PM
Thanks Dr. Falken, my two machines working again. Knowing the DLL there should be a chance to find out which changes led to the problem and fix the bug.

BR,
Andreas
Title: Re: Unable to load application error ending in 0xc0000005
Post by: gpw on September 30, 2019, 11:07:39 AM
Hi!
Today got the same problem.
Win7 64.
All my browsers - Firefox, Opera, Chrome, IE refused to open with the same error 0xc0000005.
Resolved the problem by returning back to the previous system checkpoint. (however it said it couldn't perform complete return, but as a result surprisingly the problem looks to disappear)
Not sure if it returns after the next attempt to update.

Through all the years of my experience it's the 2nd serious bug after Avast update.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Asyn on September 30, 2019, 11:15:33 AM
Hi, you could try the workaround from Dr.Falken (Reply #36).
Title: Re: Unable to load application error ending in 0xc0000005
Post by: gpw on September 30, 2019, 11:16:31 AM
Hi, you could try the workaround from Dr.Falken (Reply #36).

Yep, thx. I already saw that one. Will definetely use it if after the update it is back.

PS. It is again back after update. Following Dr.Falken's post it was resolved (Thanks!).
The surprising fact was the previous serious problem (which as I could remember affected on Adobe Acrobat Reader (disapppearing of filedialog menu text)) was also connected to the same DLL file problem and was resolved in the same way!
Title: Re: Unable to load application error ending in 0xc0000005
Post by: kwiq on September 30, 2019, 02:47:31 PM
Hi all,
we are working on micro update for snxhk.dll, I hope we will release it today or tomorrow.
Thank you !!!
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Turtle3 on September 30, 2019, 06:34:53 PM
I found the snxhk.dll file where Dr. Falken said. But as there seem to be 2 files related to that one (at least in my PC):

snxhk.dll.156985307402302
snxhk.dll.sum.156985307402302

and my level is just user-level, I think I won't change anything and wait for your update.  :)

Thank you very much to all of you and specially to Dr. Falken!!  :D
Title: Re: Unable to load application error ending in 0xc0000005
Post by: kwiq on October 01, 2019, 11:08:07 AM
Hi all,
micro update was released yesterday,
to take immediate effect please reboot your pc !
 
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Turtle3 on October 01, 2019, 06:28:50 PM
Everything is good now!  :D
Thanks again
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Andi555 on October 02, 2019, 12:07:45 AM
How do I get the Hotfix? Avast says everything up-to-date?!

BR - Andreas
Title: Re: Unable to load application error ending in 0xc0000005
Post by: DavidR on October 02, 2019, 12:12:17 AM
How do I get the Hotfix? Avast says everything up-to-date?!

BR - Andreas

Did you reboot your system as instructed here:
Hi all,
micro update was released yesterday,
to take immediate effect please reboot your pc !
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Andreas331 on October 02, 2019, 09:26:56 AM
Yes, rebooted two times. Also downloaded the (offline) Avast setup and compared the MD5 hash. It was the same, that means, there was no new built.

BR,
Andreas
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Asyn on October 02, 2019, 09:36:25 AM
Hi Andreas, be sure that you've build 19.8.4792.541 or later.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: DavidR on October 02, 2019, 10:13:29 AM
Yes, rebooted two times. Also downloaded the (offline) Avast setup and compared the MD5 hash. It was the same, that means, there was no new built.

BR,
Andreas

Unfortunately that isn't totally accurate, yes the setup files may well be the the same as the actual program version won't include any micro updates, in the same way it won't have the latest virus definitions and micro updates.

These are done subsequent to installation, otherwise the off-line setup file would be in a permanent state of flux and would be very difficult to maintain all of the download servers with the very latest build number.

That is why Asyn is saying, check the actual build number reported in the About Avast or avastUI > Menu > Settings > Update areas and report your findings.
Title: Re: Unable to load application error ending in 0xc0000005
Post by: bob3160 on October 02, 2019, 01:58:43 PM
Hi Andreas, be sure that you've build 19.8.4792.541 or later.
(https://screencast-o-matic.com/screenshots/u/Lh/1570017052719-78477.png)
Title: Re: Unable to load application error ending in 0xc0000005
Post by: Andi555 on October 03, 2019, 10:05:51 AM
After running "repair program" it worked.

Thanks,
Andreas