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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: Otter on November 23, 2008, 12:31:50 PM

Title: Avast update stops my machine from booting
Post by: Otter on November 23, 2008, 12:31:50 PM
I 3 several machines, 2 with avast home and one with AVG. Both XP SP3 with windows auto-updated. I won't talk about the AVG machine I'm using.

A few days back I updated the program on my workstation and re-booted. The PC booted as far as the blue background for the desktop but didn't show any icons or toolbar. It wouldn't respond to ctrl+alt+del either. I powered off using the button on the front of PC.
Tried again - same.
Booted into safe mode - OK. Scheduled a hard drive scan. That went OK. Re-booted - hang again.
Uninstalled Avast in safe mode and booted normally - OK.
Downloaded clean version of Avast and installed. Hang on re-boot.
Uninstalled it and the machine is fine, but not running any anti-virus software.

My laptop was OK. Until....

Yesterday on my laptop I was notified of an update and I allowed it to load on the laptop. Re-booted and it hang at the desktop - but this time it was showing icons on the desktop and the taskbar. If I put the mouse over the taskbar I got an hourglass. I left it for a while - no activity from HDD but was still hung. Responded to ctrl+alt+del very slowly. I asked it to shut down which it attempted. I had to click a button to confirm halting explorer.exe
Blah, blah blah - same old stuff shows it's to do with AVG.
Clean install with file downloaded then and there followed by re-boot with a scan showed no virii and allowed laptop to boot and be used OK. On a re-boot I'm back to square 1 with the laptop unable to complete booting, with the hourglass etc - exactly the same as the first time.

The only machine I can safely use on the net now is the one using AVG. Well - not strictly true because the desktop with Avast! on it is dual boot with Kububtu.

What's going on and why do I seem to be the only person with this problem? On two machines too.

The desktop has no firewall apart from windows. There's no other AVG running. In fact, the only thing the machines have in common is FlashGet, although it's not set to auto-start. Is there a problem with Avast! and FlashGet? Sorry, I only just thought about that, I'll check the posts.
Title: Re: Avast update stops my machine from booting
Post by: REvK on November 23, 2008, 01:10:27 PM
Hello,

I just registered to tell of the same problem.
Avast Home Edition was running fine for a long time on my XP PRO SP3, yesterday I got the little green box telling me of a newer version, but I ignored it.

Today my computer starts up normal, until logon screen, after logon it just shows the background of my user but nothing else happens.
I tried several reboots and once I got the task manager up and could see a process called "avast.setup".
I could not kill it for some unknown reason.

When I ran safe mode of XP I used MSCONFIG to uncheck the avast services and after that the machine boots just fine, but avast is disabled.
As soon as i activate the avast services and reboot it will hang up again after logon.

So far so good... I then retried complete uninstall of Avast, then reboot, then the uninstall tool, reboot again, then fresh install of avast.
First reboot then went well, everything was back to normal. Then I just switched the sounds of avast off, and tried another reboot to be sure everythings working again.

And know what? It hangs up again after logon.
Now I disabled the avast services once again in safe mode to be able to use my computer at all.

Greetings
Title: Re: Avast update stops my machine from booting
Post by: BammBeee on November 23, 2008, 02:07:59 PM
Hi just registered as well to report same problems with the latest Avast program online update. At the end of installation it asks for reboot, all ok.
After reboot windows gets past the "loading your personal settings" screen and desktop comes up with no icons, toolbars or Taskbar at all Just the background, even ctrl alt del does not open task manager or enable shutdown.
The only solution I've found as well is to switch off power, reboot in safe mode, and uninstall Avast.
Reboot then works and all is hunky dory again but with no antivirus.
This is repeatable and I have tried it with two different XP Pro SP3 installations and my main XP Pro SP3 installation twice with the same results.
Title: Re: Avast update stops my machine from booting
Post by: Geoffo on November 23, 2008, 02:27:46 PM
I had exactly this after a previous Avast prog update. With mine, I waited 3/4 minutes and eventually it booted ok. After this, I clicked 'Prog Settings' then 'Troubleshooting' and selected 'Delay loading of Avast services til last', Reboot - and for me things worked ok after that. When it's going ok, remember to uncheck 'Delay loading etc'.
Title: Re: Avast update stops my machine from booting
Post by: rlm2008 on November 23, 2008, 03:53:17 PM
Likewise, registered to report the same problem. XP latest service pack etc.

I was on the verge of doing a fresh xp install, but as others have the same prob I'll hold on.

Seems like a good suggestion Geoffo, but I've tried leaving it and nothing happens.

This a side, thanks for a fantastic product Alwil. It's been great up to this point :D

RLM

Title: Re: Avast update stops my machine from booting
Post by: Otter on November 23, 2008, 05:23:37 PM
OK, I thought I'd try geoffo's suggestion, so I re-intalled it but even after leaving it 2 hours it wouldn't complete booting. A forced shutdown hangs when it says "saving settings".
Title: Re: Avast update stops my machine from booting
Post by: REvK on November 23, 2008, 05:58:47 PM
Hi again,

I also gave geoffo's suggestion a try, but it didn't work out.
It had no effect at all.
I've set the Service "avast! Antivirus" to manuel which works well on startup.
When everything is loaded and working then im manually starting the service and avast is working again.

Title: Re: Avast update stops my machine from booting
Post by: DavidR on November 23, 2008, 06:09:51 PM
I would suggest that you all try a clean reinstall. Although you all have one common issue some have been experiencing other issues which might well indicate a failed update.

Download the latest version of avast http://www.avast.com/eng/download-avast-home.html (http://www.avast.com/eng/download-avast-home.html) and save it to your HDD, somewhere you can find it again. Use that when you reinstall.

Download the avast! Uninstall Utility, find it here (http://www.avast.com/eng/avast-uninstall-utility.html) and save it to your HDD.

1. Now uninstall (using add remove programs, if you can't do that start from the next step), reboot.
2. run the avast! Uninstall Utility, reboot.  If step 1 failed it may be necessary to run this from safe mode, once complete reboot into normal mode.
3. install the latest version, reboot.
Title: Re: Avast update stops my machine from booting
Post by: mikeinmexico on November 23, 2008, 06:17:35 PM
Sounds just like the problem I had. Are any of you running Online Armour firewall? See my other post about the conflict.
Title: Re: Avast update stops my machine from booting
Post by: Otter on November 23, 2008, 09:13:31 PM
@DavidR - Thank you for trying to help, but if you read my first post you'll see I already installed a clean version. I uninstalled in safe mode.

*There may be a solution*
Despite the scan yesterday not showing any problems I found a possible problem today.

I started the machine up in safe mode and ran a scan. It thinks it found Win32:Patched-HP[trj] in c:\windows\system32\dmserver.dll in memory. All I could do was delete it (as opposed to quarantine or delete to recycle bin).
I then did a boot time scan which took offence at FlashGets updater.exe file and found a couple of things in system restore backup files (archived versions of dmserver.dll?).
After it booted I ran the command "sfc /scannow" to replace windows system files (of which dmserver.dll is one) with the genuine versions.

All seems happy now (so far) but I'm not sure whether the file I deleted was really trojaned or whether it was a file updated by SP3. I'm running a scan now.
Title: Re: Avast update stops my machine from booting
Post by: DavidR on November 23, 2008, 10:29:33 PM
At no point in that post did you say you used the avast uninstall utility and that is what I mean by a clean install as that ensures all registry entries are history.
Title: Re: Avast update stops my machine from booting
Post by: Otter on November 24, 2008, 12:00:12 AM
Thanks DavidR. Noted.
I just had a go at my workstation again and Avast! picked up on the same dmserver.dll. I deleted it and nicked a spare copy of it as a replacement from my xp sp3 machine running AVG. The version is 2600.5512.503.0.
Avast! scans this one as OK so I guess something modified my files. It's solved for me.
Title: Re: Avast update stops my machine from booting
Post by: DavidR on November 24, 2008, 12:17:30 AM
Yes same version as on mine also xp pro sp3.

dmserver.dll
MD5:
57EDEC2E5F59F0335E92F35184BC8631

SHA1:
80C6F2808D413AE6FA37F6FD4ADA8DC160F99A0A
Title: Re: Avast update stops my machine from booting
Post by: rlm2008 on November 24, 2008, 08:43:12 AM
Well done Otter,

Mine picked up on dmserver.dll. I did a search and there was a different version 2600.2180.503.0 in the $uninstall directory. I've copied that into system32 and so far seems to be okay.

Cheers ;D

RLM
Title: Re: Avast update stops my machine from booting
Post by: Lisandro on November 24, 2008, 12:40:34 PM
It would be good an official acknowledgment of this issue.
Title: Re: Avast update stops my machine from booting
Post by: paslawtx on November 24, 2008, 03:56:59 PM
I use Vista.  I updated this morning, did not reboot right away, then shut down.  When I powered on later Outlook and IE work fine, but there was no Avast twirling icon on bottom right, and an Adobe update icon came on and I was about to install one of their updates before I realized the Avast icon was missing.  I then tried to just start the program from the menu and it seemed to come on and run through a start up procedure but still no icon and I'm afraid to try to scan a file with it or otherwise use it or reboot or anything right now.

Anyone else with a similar problem?  I will probbaly uninstall and work immunocompromised until Avast or someone comes up with a fix.

Thanks to anyone who can help!
Title: Re: Avast update stops my machine from booting
Post by: sunrisecc on November 24, 2008, 04:10:51 PM
Whenever an icon is missing in the tray, I usually start the program by hand or reboot. It appears to be a timing issue with Vista. If Avast is running but no icon, (check via task manager), there is a way to get the icon back without restarting. I would have to search this forum. Other pending updates have done this to me. I just boot gain after the other program has updated.
Title: Re: Avast update stops my machine from booting
Post by: paslawtx on November 24, 2008, 04:16:18 PM
Thanks, but the lack of icon is not as much a concern as the program's running properly.  I did start it and check task manager but it was not there.  I may try to reboot and see what happens. . . .
Title: Re: Avast update stops my machine from booting
Post by: paslawtx on November 24, 2008, 04:22:56 PM
I rebooted and everything seems to be working fine now . . . I know that doesn't help anyone else. . . .
Title: Re: Avast update stops my machine from booting
Post by: sunrisecc on November 24, 2008, 04:31:55 PM
It has always worked for me  (the reboot solution). I have a APC battery backup that is connected via USB permanently and APC's program running for shutdown in lieu of Vista's. Occasionally it doesn't show up in the tray. I know it is working but I reboot and then it appears. To complicate the issue, the systray icon for my Logitech keyboard/mouse shows up instead of being hidden. I just ignore it and chalk it up to Vista.

I am glad that everything is okay now.
Title: Re: Avast update stops my machine from booting
Post by: Fingerlakes Dave on November 24, 2008, 07:19:22 PM
Avast just not working, and killing my pc.  ??? ??? ??? :'( :'(

With new update .1290, loggin not allowed.  When I uninstalled (using removal tool, etc.), no issues starting my machine except no AV.

Tried reinstall, full system scan, etc.  NO issues, login not allowed.  I can s.l.o.w.l.y... enter my password, then nothing.  Machine just sits there.

Tried the dmserver.dll fix.  I have the version everyone is saying to use already installed. No joy.

It really come down to: if this software requires this degree of 'care and feeding', do I want to continue to use???  >:(

ANY insight appreciated.

Windows XP Pro SR3, Online Armour firewall,
Title: Re: Avast update stops my machine from booting
Post by: DavidR on November 24, 2008, 07:26:37 PM
Online Armor is getting a bit of a rep at screwing with the avast update process, try a forum search for online armor and see what it brings as there are certainly a number of posts about it.

By all accounts either putting it in learning mode or install mode or uninstalling OA install avast and reboot then reinstall OA and things should be running again. Though I doubt everyone in this topic is using OA.
Title: Re: Avast update stops my machine from booting
Post by: sded on November 24, 2008, 07:34:06 PM
I have had the install problem with Online Armor 3 and avast! 1290 on my XP SP3 machine, but interestingly no issues on two Vista machines with the same OA/avast! configuration.  Reports on the OA forum are that installing with OA in learning mode seems to fix it for most people.  In my case, I let it sit there for several minutes and things finally loaded, along with some OA error messages.  Then I put OA in learning mode for a while, and all seems to be working now.  No update problem before 1290, BTW.  And I am using the latest OA beta, not the current release, but it seems to be a continuing problem until the next beta release at least.  Or next avast! release.
Title: Re: Avast update stops my machine from booting
Post by: DavidR on November 24, 2008, 07:35:54 PM
Thanks for the input sded.
Title: Re: Avast update stops my machine from booting
Post by: DavidR on November 25, 2008, 03:53:40 PM
That is hardly a solution but avoiding the problem and a very long winded work around/avoidance of a symptom and not a solution. 

Why bother with the safe mode shuffle if your are going to uninstall, do it add remove programs in safe mode and reboot no need for the msconfig two step.

However, when you reinstall avast what is to say the same won't happen when you update if as has been mentioned your firewall is OA. So you have to target the problem rather than the symptom.
Title: Re: Avast update stops my machine from booting
Post by: Zach45 on November 27, 2008, 01:53:02 AM
Hello,

I also updated my XP Pro system to the latest Avast Home version and had this message come up: "The AAVM subsystem detected a RPC error". Along with my sound not working and various other items not functioning properly. My boot time increased to an incredibly long time also.

I went to the help site and found the above error and followed the instructions to repair the installation to no avail.

I proceeded to un-install the upgraded version and re-install the previous version 4.8.1229 which corrected all of the above issues.

I will not go any further but will wait until Avast brings out a corrected update file that will update their software correctly.

Zach
Title: Re: Avast update stops my machine from booting
Post by: YoKenny on November 27, 2008, 04:52:26 AM
Zach, i do not have a problem on my XP Pro system with the update but then I do not run a software firewall.

Have you tried Micro Malicious Software Removal Tool?
http://www.microsoft.com/downloads/details.aspx?FamilyID=ad724ae0-e72d-4f54-9ab3-75b8eb148356&displaylang=en
Title: Re: Avast update stops my machine from booting
Post by: Lisandro on November 27, 2008, 02:46:24 PM
Zach45, we will need more information to be able to help you:
- Do you use a firewall? Which one?
- Do you have any other antivirus installed in your system?  Did you have in the past?
- Any other security programs that could interfere?

Besides, try updating to 4.8.1296 version.
Title: Re: Avast update stops my machine from booting
Post by: Zach45 on November 27, 2008, 03:38:38 PM
I use "Online Armor" as my firewall in addition to a router. I also had AVG installed as my anti-virus software but completely un-installed it using the un-install software from the vendor including searching my hard drive for any files or folders left after the un-install. I also searched my registry for any left over remnants of the AVG product.

I did this before installing the original version of Avast which works fine and continues to do so.

When I received the update notice from Avast I ran the update install from the Internet and had nothing but problems so I un-installed the upgrade and reverted back to the original version which works fine.

Like I said, I will continue with the older version until I am certain that I can upgrade with a working solution.

Thanks,

Zach
Title: Re: Avast update stops my machine from booting
Post by: DavidR on November 27, 2008, 03:54:55 PM
<snip>
When I received the update notice from Avast I ran the update install from the Internet and had nothing but problems so I un-installed the upgrade and reverted back to the original version which works fine.

Like I said, I will continue with the older version until I am certain that I can upgrade with a working solution.
<snip>

What are these "and had nothing but problems" that you say you had ?

We might be able to help resolve then, if we only knew what they were and if they weren't resolved then perhaps Alwil might find a cause which can be resolved. If we don't know what your problems are you could be waiting a long tome for something to be fixed that no one knows about.
Title: Re: Avast update stops my machine from booting
Post by: Zach45 on November 27, 2008, 11:47:57 PM
Hello David,

I apologize for being short but I do not have a great deal of time to install and un-install new updates that fail to work. That being said I will attempt to remember all of the items that failed to work properly when I attempt the update.

1. The AAVM subsystem detected a RPC error
2. My boot time increased by 4-5 fold.
3. My computer speakers failed to work.
4. My network printer drivers failed to work.
5. Two of my boot up and log on message groups failed to log on properly.

Those are the things that I can remember at the present time. Everything was working properly prior to preforming the update and everything failed on the first mandatory reboot. I preformed another reboot and still had the same problem.

Then I attempted to correct the first error as described on your web site and that failed to correct that problem and all of the rest also remained.

I then reverted back to the original version of the software and everything is fine once again.

I trade in the stock market every day of the week and have little desire at the end of a long day to continue to problem solve on my 5 computers. Once I find something that works well I tend not to change it. The reason for my change from AVG to AVAST was I had read that your product was a very highly rated product and used less overhead than AVG. I found that to be true and like the product but I do not like upgrade headaches.

Thank You for your time.

Zach
Title: Re: Avast update stops my machine from booting
Post by: DavidR on November 28, 2008, 12:13:58 AM
1. Outside of the avast FAQ for AAVM error actions - Commonly this is due to either another AV or remnants of one still on your system.
So I don't know how effective the avg removal tool will have been or if you used this one - AVG Remover, download tool from here, http://www.grisoft.com/ww.download-tools (http://www.grisoft.com/ww.download-tools) there is a 32bit and 64 bit windows version, ensure you use the correct one.

2. When Online Armor is installed it blocks avast processes which have been updated after a program update, this can lead to increased boot time. Because OA doesn't notify that it is blocked you aren't aware of the reason. People used either learning mode or install mode to have OA allow the changed to avast processes after a program update. I don't know if you have the latest version of OA which was also recently released.

3. I can't understand that one at all sorry.

4. This too is a common issue with another AV or remnants of one still on your system.

5. Not sure about this one either, don't know if this is possibly related to 1 and 4 above.

I will pre-empt your question but it worked before and you removed avg, it works now with an older build but not 1296, but I have seen stranger unexplained things but the update could be the catalyst that find things previously not found.

I appreciate you don't want to spend time getting things to work, but the unfortunate fact of life is someone does have to help pin down the problems, there are a lot of people here prepared to help but they would need you to help too.

Whilst I don't know if 4.8.1296 might help resolve any issues, but updating just one system could answer that question. I don't know if you use hard disk imaging software to back-up your systems, if so you could do a back-up first update to 4.8.1296 and if it doesn't resolve it rollback using the image.
Title: Re: Avast update stops my machine from booting
Post by: Zach45 on November 28, 2008, 03:04:46 AM
Hi David,

"1. Outside of the avast FAQ for AAVM error actions - Commonly this is due to either another AV or remnants of one still on your system.
So I don't know how effective the avg removal tool will have been or if you used this one - AVG Remover, download tool from here, http://www.grisoft.com/ww.download-tools there is a 32bit and 64 bit windows version, ensure you use the correct one."

As I stated in one of my previous posts this is what I used to get rid of any remnants of AVG; plus I did a manual search through the HD and Registry just to be sure there was nothing left.

I will try to download the update file and install it after I run the file that cleans all of the previous traces of the existing one from my HD. I other words a clean install.

Thanks,

Zach
Title: Re: Avast update stops my machine from booting
Post by: Zach45 on November 28, 2008, 03:56:51 AM
Hi David,

I have the updated version installed and running without any problems. I did a clean install and before I started the install I put Online Armor in the learning mode which it remained in even through the reboot. I never saw an Online Armor alert through the entire install.

Thanks for all of you help.

Zach
Title: Re: Avast update stops my machine from booting
Post by: DavidR on November 28, 2008, 02:12:29 PM
You're welcome.
Title: Re: Avast update stops my machine from booting
Post by: Otter on November 29, 2008, 05:45:42 PM
Tried the dmserver.dll fix.  I have the version everyone is saying to use already installed. No joy

The version number and even the timestamp of the version that Avast! didn't like were identical to the one it did like. With the one it didn't like - if you right click on "My Computer", then go to "Manage" then open up storage and click on "Disk Management" the drives don't appear.
As far as I can see someone did a good job of trojaning the file, but I can't guess where the trojan came from and I can't find out what the trojan was supposed to do.