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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: PhilR on January 27, 2010, 10:49:43 PM

Title: [5.0.394] Computer freezes at end of install [fixed in 5.0.396]
Post by: PhilR on January 27, 2010, 10:49:43 PM
Same as before.

System hangs at end of install.  Can move mouse, drag the installer window (but it leaves trails).  ctrl-alt-del brings up expected dialogue box, but task manager won't start.  Alternatively, a shutdown and reboot (instead of task manager) hangs.  Hard reset only way out.  Been like this for me since build 5.0.314 or the previous beta, if I recall correctly.  No other AV, uninstalled, rebooted, new Avast removal utility run, rebooted, and then installed, so all was clean.

Freeze makes screenshot impossible...

I can run process explorer during install, but really don't know what I should be looking for.

Getting a bit tired of reporting this over and over with no resolution, to be honest.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: igor on January 27, 2010, 10:52:58 PM
Would you be able to create and upload the full memory dump at the moment the machine is frozen?
http://support.avast.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=71
Title: Re: [5.0.394] Computer freezes at end of install
Post by: PhilR on January 27, 2010, 10:58:56 PM
I'll try, but can't guarantee anything.  I have a very slow DSL link here, it could take forever to upload.

Here goes...
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Vlk on January 27, 2010, 11:03:02 PM
How slow is slow? If it's really slow it's probably pointless to even try...
How much RAM does the system have?

The dump file is of the size of RAM. But it usually compresses very well, often 5x or even more.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: enddays on January 27, 2010, 11:15:44 PM
Decided to try build 5.0.394, hoping that all of the problems have been finally resolved. Install worked great and I ran a quick scan with no problems. Then decided to reboot and see what happened and got message : "  connection was reset - unable to connect to the internet "  Tried another 2 reboots, with the same message  :(  Come on guys, these problems are not acceptable at this late stage of development) Again, I had to uninstal Avast 5 free, reboot and reactivate Eset to get full protection again. Sad !!
Title: Re: [5.0.394] Computer freezes at end of install
Post by: sded on January 27, 2010, 11:21:29 PM
Do you still have Eset installed but deactivated?  Often a source of problems because of conflict of low level (kernel) drivers used by both if you don't completely uninstall.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Vlk on January 27, 2010, 11:25:27 PM
Decided to try build 5.0.394, hoping that all of the problems have been finally resolved. Install worked great and I ran a quick scan with no problems. Then decided to reboot and see what happened and got message : "  connection was reset - unable to connect to the internet "  Tried another 2 reboots, with the same message  

You mean you couldn't connect to the Internet via web browser, or avast couldn't connect to the Internet to download updates?
Which program was displaying the messages?
Title: Re: [5.0.394] Computer freezes at end of install
Post by: enddays on January 27, 2010, 11:31:59 PM
Could not connect with Firefox Vlk  :(
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Mr.Agent on January 27, 2010, 11:33:04 PM
endday you dont respond to sded also. Does Eset was only desactivated or uninstalled ?
Title: Re: [5.0.394] Computer freezes at end of install
Post by: enddays on January 27, 2010, 11:42:45 PM
Do you still have Eset installed but deactivated?  Often a source of problems because of conflict of low level (kernel) drivers used by both if you don't completely uninstall.


Yes, Eset Smart Security still installed but not allowed to load on startup thanks to Tuneup Utilities 2010. I am VERY reluctant to uninstall Eset as it works great in the background. But having said that, I REALLY like Avast 5 free and want to use this prog when ALL OF THE PROBLEMS ARE FINALLY SORTED, hint hint  ;)
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Mr.Agent on January 27, 2010, 11:45:02 PM
Desactivated is not enought !!!! More than 1 anti virus they can conflict each other even if disabled or in silent mode.... I tried in the past Kaspersky and Eset and they both got interfert and the pc did freeze...
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Vlk on January 27, 2010, 11:52:08 PM
Well it depends... Connectivity problems are generally a bit hard to debug though. I'd start with disabling WebShield in avast. If that helps, it may be someone/something blocking the AvastSvc.exe process (which hosts the WebShield proxy) from accessing the Internet...


BTW let's not turn this thread off-topic. The OP still has the issue and the thread should be dedicated to solving it. Any other issues should be discussed in separate threads.

Thanks
Vlk
Title: Re: [5.0.394] Computer freezes at end of install
Post by: sded on January 27, 2010, 11:54:14 PM
Tuneup utilities does not affect a lot of the low level kernel routines loaded at startup.  Generally unless you uninstall one security package before you install another you can expect problems, although there are many exceptions.  As you can read on many forums (including this one), other security systems (like Norton, McAfee, maybe Eset) are famous for continuing to cause problems with new installations even after you uninstall, unless you remove them with a special "cleaner" program.  Just a warning that you may well be the source of your own problems.  If you can't bring yourself to uninstall Eset, can you use something like Free Macrium Reflect http://www.macrium.com/reflectfree.asp to image the system you are happy with, then uninstall Eset and reboot and try again with Avast?  You can always restore the image if that doesn't help the problem.  BTW, can a moderator split these threads up for us?
Title: Re: [5.0.394] Computer freezes at end of install
Post by: PhilR on January 28, 2010, 12:09:56 AM
How slow is slow? If it's really slow it's probably pointless to even try...
How much RAM does the system have?

The dump file is of the size of RAM. But it usually compresses very well, often 5x or even more.

HangAtEndOfInstall.zip is on its way to you.  It's only 563,219,504 bytes (2GB RAM in my PC).  Upload will have finished in around 6 hours time :-(

I'll leave it uploading and hope that my ISP doesn't have any glitches :-)
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Vlk on January 28, 2010, 12:15:47 AM
PhilR, thanks. Hopefully it will upload fine.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Vlk on January 28, 2010, 08:26:57 AM
PhilR, it seems I have bad news. The upload didn't complete successfully. That is, the file doesn't seem to be valid :-\

The file size is correct (i.e. the file seems to have uploaded in its entirety). However, it seems to have incorrect CRC.  :(

And it's obviously some kind of solid archive, so I can't even recover it...
Title: Re: [5.0.394] Computer freezes at end of install
Post by: PhilR on January 28, 2010, 08:37:39 AM
Sorry about that, I should have tested the archive integrity before uploading....

It is going to be a while before I can do it again, unfortunately.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Vlk on January 28, 2010, 08:48:08 AM
So you think the archive was already corrupted before you uploaded it? I thought it just got corrupted while in transit...

Anyway, it's possible that it is only slightly corrupted (e.g. just a few bytes are different)... do you have access to the file right now?
Title: Re: [5.0.394] Computer freezes at end of install
Post by: PhilR on January 28, 2010, 09:14:29 AM
No, I don't.  I'll reboot using the /maxmem boot.ini switch and generate a smaller dump file.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: igor on January 28, 2010, 09:16:38 AM
Well, if you still have that file somewhere, and if the corruption occurred "on the way" (i.e. the original file is OK), we can create a tool that checks the hashes of smaller blocks of the file... then find the corrupted block and send only that one.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: PhilR on January 28, 2010, 11:45:54 AM
OK, I've booted with maxmem=1024, forced the bluescreen and recreated the memory.dmp.

I am currently uploading InstallHang.zip (399,040,911 bytes).  Upload should be complete in about 4 hours.  If that fails, I'll upload it from work tomorrow, where I've got an insane amount of bandwidth  :)

Sorry for any inconvenience.

Phil
Title: Re: [5.0.394] Computer freezes at end of install
Post by: twl845 on January 28, 2010, 02:55:25 PM
PhilR, I uninstalled my NOD32 using the Eset uninstall in the menu, and used the advice from Eset to go to Windows and Program files and delete 4 files if I remember right, and then deleted a few entrees from the registry. Then, satisfied that Eset was cleaned out of my computer I installed Avast!5. Avast is running fine. As stated before, simply deactivating Eset doesn't cut it. I have seen folks in other instances in the past who were unable to install a particular app because they neglected to delete one file in the old app. If I'm wrong you can always reinstall your Eset later as long as you have your key.  ;)
Title: Re: [5.0.394] Computer freezes at end of install
Post by: hash2r on January 28, 2010, 03:16:03 PM
hi every one..am new here,but pls i need your help with my avasst, anytime i dowload the updates..it refuses to update..i am also using the new version 5.0.377..
the firewall on the office server prevents it from updating automatically, so with version 4.8 i was able to download and instal updates but with this new version i cant..please can any1 help me?
this is the error it shows
SI: 0x00000002
ST:0xFFFFFFFE
LE:0x00000000
Title: Re: [5.0.394] Computer freezes at end of install
Post by: PhilR on January 28, 2010, 04:01:51 PM
I am currently uploading InstallHang.zip (399,040,911 bytes).  Upload should be complete in about 4 hours.

This time it uploaded successfully  ;D
Title: Re: [5.0.394] Computer freezes at end of install
Post by: igor on January 28, 2010, 04:40:31 PM
The dump unpacks correctly this time... now let's hope Vlk will find the problem inside.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: fblais on January 28, 2010, 04:53:09 PM
Same as before.

System hangs at end of install.  Can move mouse, drag the installer window (but it leaves trails).  ctrl-alt-del brings up expected dialogue box, but task manager won't start.  Alternatively, a shutdown and reboot (instead of task manager) hangs.  Hard reset only way out.  Been like this for me since build 5.0.314 or the previous beta, if I recall correctly.  No other AV, uninstalled, rebooted, new Avast removal utility run, rebooted, and then installed, so all was clean.

Freeze makes screenshot impossible...

I can run process explorer during install, but really don't know what I should be looking for.

Getting a bit tired of reporting this over and over with no resolution, to be honest.
Do you use MBAM real-time?
If so, uncheck the option to have it load at start-up.
Then reboot in safe mode, uninstall AVAST 5, reboot in normal mode and then reinstall it.
Does it work that time?

I had the same problem with build 377 and MBAM real-time was the "cause".
I'm now waiting after a working build before trying AVAST 5 again...

Seems they,re doing the same mistake ESET did when they released NOD32 v3.
Released too early.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: PhilR on January 28, 2010, 04:57:10 PM
Do you use MBAM real-time?

No, I just use the free version of MBAM for on-demand scans
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Vlk on January 28, 2010, 04:59:21 PM
Just on time... I'm gonna look at it shortly. Thanks.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Vlk on January 28, 2010, 05:33:09 PM
I see the problem now. Interesting, but relatively easy to fix.

By the way, the same problem must have already occured with avast v4.8. Have you used avast (4.8) in the past?

Thanks
Vlk
Title: Re: [5.0.394] Computer freezes at end of install
Post by: PhilR on January 28, 2010, 05:37:11 PM
I see the problem now. Interesting, but relatively easy to fix.

By the way, the same problem must have already occured with avast v4.8. Have you used avast (4.8) in the past?

Thanks
Vlk
Avast 4.8 always worked on my PC, as did earlier (pre-5.0.314) betas of 5.x which I'd tried.  I didn't test all builds, though...

I'm not going to try to tempt fate by reinstalling 4.8 to check :)

I'm glad you've found it, though.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: fblais on January 28, 2010, 06:56:50 PM
I see the problem now. Interesting, but relatively easy to fix.

By the way, the same problem must have already occured with avast v4.8. Have you used avast (4.8) in the past?

Thanks
Vlk
What are you commenting? The MBAM incompatibility issue?
If so, I used Avast 4.8 without any problem with MBAM.
Sorry if it wasn't the issue you were commenting.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: PhilR on January 28, 2010, 07:29:05 PM
I see the problem now. Interesting, but relatively easy to fix.

By the way, the same problem must have already occured with avast v4.8. Have you used avast (4.8) in the past?

Thanks
Vlk
What are you commenting? The MBAM incompatibility issue?
If so, I used Avast 4.8 without any problem with MBAM.
Sorry if it wasn't the issue you were commenting.


No, vlk was commenting on the "hang at end of install" problem I was having, not any MBAM incompatibility.

Phil
Title: Re: [5.0.394] Computer freezes at end of install
Post by: fblais on January 28, 2010, 08:44:48 PM
I see the problem now. Interesting, but relatively easy to fix.

By the way, the same problem must have already occured with avast v4.8. Have you used avast (4.8) in the past?

Thanks
Vlk
What are you commenting? The MBAM incompatibility issue?
If so, I used Avast 4.8 without any problem with MBAM.
Sorry if it wasn't the issue you were commenting.


No, vlk was commenting on the "hang at end of install" problem I was having, not any MBAM incompatibility.

Phil
Thanks, it was not obvious since he didn't quote anything.

BTW, I never myself had any problem installing 4.8.
I had troubles with 5.0.377 as long as MBAM real-time was active.
I had the same kind of "hangs" you've had.
Title: Re: [5.0.394] Computer freezes at end of install
Post by: enddays on January 28, 2010, 10:47:22 PM
Well it depends... Connectivity problems are generally a bit hard to debug though. I'd start with disabling WebShield in avast. If that helps, it may be someone/something blocking the AvastSvc.exe process (which hosts the WebShield proxy) from accessing the Internet...


BTW let's not turn this thread off-topic. The OP still has the issue and the thread should be dedicated to solving it. Any other issues should be discussed in separate threads.

Thanks
Vlk

Sorry for off topic Vlk.....my mistake
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Mr.Agent on January 29, 2010, 12:54:58 AM
Try upgrade to 396 now. So we can see if they fixed your problem phil.
Title: Re: [5.0.394] Computer freezes at end of install [fixed in 5.0.396]
Post by: PhilR on January 29, 2010, 01:31:02 AM
Try upgrade to 396 now. So we can see if they fixed your problem phil.
I've just installed AV 5.0.396 (after an uninstall and reboot) without any problems.

Fabulous!

Problem fixed!

Phil
Title: Re: [5.0.394] Computer freezes at end of install
Post by: Mr.Agent on January 29, 2010, 01:32:21 AM
That very a good new. You are very patient and my self i say thank you for help ALWIL by sending your mini dump to them. ;D
Title: Re: [5.0.394] Computer freezes at end of install
Post by: PhilR on January 29, 2010, 01:36:49 AM
That very a good new. You are very patient and my self i say thank you for help ALWIL by sending your mini dump to them. ;D
Alwil were also very patient.  My first full dump upload failed, wasting some of their time.  I'm glad I persisted and successfully uploaded a second full memory.dmp file.

Many thanks to Vlk for fixing it so promptly after receiving the dump file.

Phil