Avast WEBforum
Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: noracharles on April 13, 2011, 02:31:13 AM
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We continue to get Blue screen crashes multiple times per day on our XP laptop and on TWO Vista desktops. We have already uploaded appropriate files to this site and see no response posted.
These crashes started when Avast upgraded to 6.0.
As time permits, we plan to remove Avast from one computer and replace it with different software. If the Blue Screen problem goes away, as we expect it will, we will make the same change on the others.
We hope that you will address this Blue Screen issue, but can no longer wait for a result.
Thank you.
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Can you post the file names? I mean, they could find them easier in the ftp server.
Which is the driver failing? Any other security program that could interfere?
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I have removed Avast from two VISTA machines and replaced it with AVG - (a second choice; I like Avast's interface better).
I removed Avast from the second VISTA computer last night when, after a Blue Screen crash and recovery, I told IE to restore the previous session and the computer immediately crashed again .No problems at all today with AVG.
These crashes only occurred when I was on the internet (cable modem) and usually have several pages open at once. They only started after the Avast 6.0 (and 6.0144) upgrades.
Yes, I sent dump files to the FTP site last week.
Since I have the same programs loaded on both my Vista and XP machines, I assume there is some sort of conflict between the new Avast and a program that relates to the internet. I further assume that since the Blue Screen reports are sporatic, the conflict relates to a more unusual program rather than a common (Microsoft) program.
The two I can think of in my case are Internet Download Manager and MPLAYER for WINDOWS (SMPLAYER).
If anyone has any suspicious programs or processes that they think many be causing these crashes, I'll be happy to see if they are running on my computers.
Thank you.
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UPDATE -
After removal of Avast from both VISTA computers, my Blue Screen crashes went from about one per hour to ZERO over the last 24 hours.
There is clearly a software? compatibility issue here and management needs to take it seriously.
nc
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What other real time security are you running?
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Running Windows Defender. Nothing else.
nc
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sorry, but I couldn't find you uploaded files on ftp... could you please reupload them or post their names here? thx
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Don't have the xp ones any more and don't remember the names; and I think the Vista ones were stripped when I changed AV programs.
Anyhow, I'm sure you will get lots to look at. Just be aware that there is probably some sort of software or process conflict and while it probably relates to the internet, it may NOT be a security program. My gut feel is that you should be looking at download managers.
nc
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You could always view the bluescreen with Blue Screen View. I use on my PC and it works well. http://download.cnet.com/BlueScreenView/3000-2094_4-10965136.html I wonder if the others agree that the program is good to use. :P
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I've had the same problem - blue screen. It started in March and has gotten progressively worse. Just want to follow this thread. May have to change AV programs. I do like Avast.
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I've had the same problem - blue screen. It started in March and has gotten progressively worse. Just want to follow this thread. May have to change AV programs. I do like Avast.
Please, go to folder \windows\minidump and send the newest (recent) .mdmp files for analysis.
There is also C:\Windows\Memory.dmp file.
Better if you can compress (zip), rename it with an unique name, them and add some information about the BSOD and the link for this thread. ;)
Upload it to this anonymous ftp server: ftp://ftp.avast.com/incoming/ (ftp://ftp.avast.com/incoming/)
Disable Automatic Restart:
System Properties > Advanced > [Startup and Recovery]Settings
Remove the checkmark from "Automatically Restart" in the System Failure section.
Besides Google also you can use:
MS knowledgebase: http://support.microsoft.com/search/?adv=1
Free memory tester (Run it overnight): http://www.memtest86.com/
XP error explanations: http://www.xptuneup.com/xptuneup_stopmessages.htm
BSODs: http://www.techmetica.com/howto/descriptions-and-fixes-of-blue-screen-of-death-bsod-crash-errors/
Manual dump: when the machine is in stalled state, hold down the rightmost CTRL key, and press the SCROLL LOCK key twice. This will cause a machine to 'blue-screen' and dump of memory will start.
More info: http://support.avast.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=71
To generate full dump instead of only kernel (or small dump), see http://www.msfn.org/board/creating-memory-dumps-t130005.html.
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I have mentioned this on the facebook group. I live in Newcastle upon Tyne
My system is an Advent I got from PC World in 2009 and runs Vista Home Premium
In August I had a power failure and in September I was getting BSOD of various types, and when I went to the Tech Guys I was told to bring it in as the man there said under a maintenance contract I could get get it investigated on that including a system restore and data backup. All seemed fine, including using AVAST until December when there was another power failure whilst my desktop was on. It seemed that I had got away with it, when in February after putting in a commemorative CD-ROM with autorun I had to do a hard shutdown and later that evening I had a failure on start up. After the machine did a start up recovery, from a program the PC World Tech Guys had put on.
It seemed fine until late March when I had to use that CD-ROM again for a multi-media project, on a Saturday. Then on the Sunday and on the Monday I got BSOD on start up with the error, APC_INDEX_MISMATCH, the same as in February (Given by Bluescreen Viewer, which I have on a memory stick)
It seemed to be clear until Sunday 17 April, when I got the same error. This was also the weekend that saw a large load of Microsoft updates!. After consulting with PC World on the phone, and one at another store, they suggested the power failure in December could have caused a fault to progressively develop. One suggested a hard drive fault.
This time I was told my service level agreement did not include the service I got in September, so after getting someone from church help me take it in, I had to pay nearly £60 for restore and data back up. I was told it may have to go south. On Saturday I was rung up to collect it, and so with help of same church person collected it on Monday.
After booting it up I thought the first thing I had to do was reinstall AVAST from a copy on my memory stick I had downloaded from the official website. After installing the free version, I was invited to follow on Twitter but when I tried, and a browser was opened I got a Blue Screen.
I subsequently got two more blue screens and below are the results of the dmp file
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Dump File : Mini042511-01.dmp
Crash Time : 25/04/2011 16:17:41
Bug Check String : KERNEL_MODE_EXCEPTION_NOT_HANDLED
Bug Check Code : 0x1000008e
Parameter 1 : 0xc0000005
Parameter 2 : 0x00393339
Parameter 3 : 0xaf4ceb68
Parameter 4 : 0x00000000
Caused By Driver :
Caused By Address :
File Description :
Product Name :
Company :
File Version :
Processor : 32-bit
Computer Name :
Full Path : C:\Windows\Minidump\Mini042511-01.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 139,288
==================================================
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Dump File : Mini042511-02.dmp
Crash Time : 25/04/2011 17:10:57
Bug Check String : DRIVER_IRQL_NOT_LESS_OR_EQUAL
Bug Check Code : 0x000000d1
Parameter 1 : 0x0000000d
Parameter 2 : 0x00000002
Parameter 3 : 0x00000001
Parameter 4 : 0x91c8b03d
Caused By Driver : aswSP.SYS
Caused By Address : aswSP.SYS+2003d
File Description : avast! self protection module
Product Name : avast! Antivirus System
Company : AVAST Software
File Version : 6.0.1091.0
Processor : 32-bit
Computer Name :
Full Path : C:\Windows\Minidump\Mini042511-02.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 139,288
==================================================
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Dump File : Mini042511-03.dmp
Crash Time : 25/04/2011 17:17:35
Bug Check String : PAGE_FAULT_IN_NONPAGED_AREA
Bug Check Code : 0x00000050
Parameter 1 : 0xb10ad704
Parameter 2 : 0x00000000
Parameter 3 : 0x8b01a8d9
Parameter 4 : 0x00000002
Caused By Driver : fltmgr.sys
Caused By Address : fltmgr.sys+2ffb
File Description : Microsoft Filesystem Filter Manager
Product Name : Microsoft® Windows® Operating System
Company : Microsoft Corporation
File Version : 6.0.6000.16386 (vista_rtm.061101-2205)
Processor : 32-bit
Computer Name :
Full Path : C:\Windows\Minidump\Mini042511-03.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 139,288
==================================================
I got through to PC World and spoke to the salesperson and the impression I got from speaking with my elder sister was I might have a hardware problem with the hard drive, even though they said at PC world they had tested it and found no issue. I am due to take it in back to PC World with the person from church and I have a copy of this dmp file to give them.
After reading this thread, I am now feeling sick with worry that PC World may blame AVAST and instead of promising to refund me the £60, charge me another £60 to clear up the mess Avast has done to my system.
I have never had problems with Avast before and used it on an XP machine as well as my desktop. I use avast on my laptop and have never had an issue or any blue screens. It is also Vista, although it is Vist Home Basic and like my desktop it is a 32 bit machine. The only difference is that my laptop came from John Lewis and never PC World / Curry's Digital
I am Stickings90 on Twitter, please can you advise if I should be expecting a large bill again from PC World, as although I have not mentioned I have this printout from BlueScreen Viewer, I am probably duty bound to tell them, and they may ask me about the antivirus as well. (PC World try and push Norton)
Edited to add
If they look at the dmp file the second one will mention Avast as the villain of the piece
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I had 'nearly' the same problem when updating from 6.0.1000 through the gui to 6.0.1091 and re-booting : BSOD implicating aswsp.sys - I tried re-booting a few times but still got the BSOD so I went back to 6.0.1000 and I'm staying there for now.
No other real-time security apart from PrivateFirewall.
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So it looks like PC World will hit me for another bill of £60? :o :'(
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Could be ....? :(
By the way, aswsp.sys caused problems way back with avast 4 and up through 5 to 6 - do a search here on the forum : 8 pages
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So is there a ticking time bomb on my laptop? So far I have never had a BSOD there, but it does freeze up periodically and a co-worker says they got rid of AVAST as it slowed his machine down.
Should I be uninstalling Avast from my laptop and going with AVG? ???
Am due to see PC World tonight with my desktop. At the moment the sales assistant I spoke to last week and on Monday as far as I know is under the impression the fault lies with the hard drive, especially as the error PAGE_FAULT_IN_NONPAGED_AREA according to my sister is related to swap files.
When I spoke to PC World sales assistant on Monday, I did not at that point have the print out of dmp files. Any ideas on how to proceed with PC World? He was the one talking about refunds, which if this is now becoming a known problem, he will probably be instructed to withdraw that? Should I not mention this print out?
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Just checked the version on my laptop and I am at 5.1.889
Are the errors with a later version?
Still wondering what to say to PC World ??? :-[
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Can't help you there, I wouldn't know what's best to say... but I'm not at all sure that all your problems were caused by avast.
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Just checked the version on my laptop and I am at 5.1.889
Why didn't you update to version 6 ?
Please, upload (attach) the avast log: C:\Program Files\Alwil Software\Avast5\Setup\setup.log
(or the shorter C:\Users\All Users\Alwil Software\Avast5\log\Setup.log).
If the file is too big for the forum, post the last 400-500 lines of it.
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Am not sure why my laptop did has not updated to version 6 ???
However I am short of space on the partitioned hard drive devoted to the C: drive and From what I read, the problems seem to be with version 6, not 5.
As for the Avast log you requested, the problem machine, which I did install Avast 6 on is my desktop, which, thanks to my friend from church taking charge, is now with PC World and hopefully they are going to investigate and replace possibly dodgy hardware.
Do you still need the log file from my laptop, as so far the laptop has not had any BSOD (Yet :-\ )
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Well... I need the log of the problematic computer...
But seems you have already get rid of avast in that computer :'(
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My apologies
When I arranged with PC World over the phone on Monday, at that time the thinking was that my machine has faulty hardware, although the store up here in Newcastle state they found no issue with the hardware.
It was only because the second of the BSOD dumps mentioned Avast that I started googling Avast and Blue Screen
This was that dump file
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Dump File : Mini042511-02.dmp
Crash Time : 25/04/2011 17:10:57
Bug Check String : DRIVER_IRQL_NOT_LESS_OR_EQUAL
Bug Check Code : 0x000000d1
Parameter 1 : 0x0000000d
Parameter 2 : 0x00000002
Parameter 3 : 0x00000001
Parameter 4 : 0x91c8b03d
Caused By Driver : aswSP.SYS
Caused By Address : aswSP.SYS+2003d
File Description : avast! self protection module
Product Name : avast! Antivirus System
Company : AVAST Software
File Version : 6.0.1091.0
Processor : 32-bit
Computer Name :
Full Path : C:\Windows\Minidump\Mini042511-02.dmp
Processors Count : 4
Major Version : 15
Minor Version : 6002
Dump File Size : 139,288
==================================================
Is that of any use?
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So was that of any use?
Apparently PC World have still not been able to send my PC down south for repair, as the courier they used turned up at my place ??? ::)
I have a copy on my memory stick of the most recent Avast 6 to install, but given what others said, I will be scared to install it. :o
Have the techies at Avast been looking at these BSOD reports from other users?
Is this a common problem and if so how close to a resolution.
Incidentally the situation on my laptop is worse as I had to install a printer/scanner driver just to get operational
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Is this a common problem and if so how close to a resolution.
No, it is not.
There are 125.000.000 Avast users worldwide. If it was a "common" problem, you wouldn't even be able to reach this forum because hundreds or thousands of other users would be raisin' hell here... ;D
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guys, upload all your recent minidumps to our ftp site... so we can look at them.
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Just to clarify about the laptop
I had to use even more precious space on the partitioned C: Drive to install drivers for a printer / Scanner. Unfortunately it did not give me the option of locating them on the D: Drive which still has space.
As for minidumps, so far on version 5 on my laptop, no BSOD and Desktop is still waiting to travel down south, assuming the couriers do not turn up at my place AGAIN!!!
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Today I got on my laptop the update program alert message and now my laptop has 6.0.1125
I am now stressed out that my laptop will start BSOD, because of those people saying it was a problem with version 6
Did I screw up by not vetoing this update from version 5?
:o :-[
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ftp.avast.com
upload crash dump file from BSOD incident into incoming directory
avast coders will tear it apart and fix
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Does this thread (http://forum.avast.com/index.php?topic=77801.0) show that Avast were aware of a problem?
Looking at a date stamp, should I be hoping that PC World do not find this thread, because they will charge me £60 + £60 claiming I wrecked my own PC by installing what was then flawed software? ??? :o
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Hello! I sent in ftp.avast.com / incoming / memory dump after a system crash, which occurred as a result of malfunction Avast 6.0.1125.
For now, I go back to an older stable version. >:(
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How do you do that? ???
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I also have Blue Screen crashes while I'm scanning my computer, either quick scan or full scan my my computer crushes.
For the Tech. crew, I don't know how to upload at ftp.avast.com can you please send me a message so that I can send you my minidump.
thanks...
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On Saturday my laptop for the first time ever since I got it from John Lewis had a crash on start up
:o
According to BSV
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Dump File : Mini060411-01.dmp
Crash Time : 04/06/2011 21:08:53
Bug Check String : APC_INDEX_MISMATCH
Bug Check Code : 0x00000001
Parameter 1 : 0x82a170c5
Parameter 2 : 0x00000000
Parameter 3 : 0x0000fffe
Parameter 4 : 0x00000000
Caused By Driver : ntoskrnl.exe
Caused By Address : ntoskrnl.exe+57cd7
File Description : NT Kernel & System
Product Name : Microsoft® Windows® Operating System
Company : Microsoft Corporation
File Version : 6.0.6002.18327 (vistasp2_gdr.101014-0432)
Processor : 32-bit
Computer Name :
Full Path : C:\Windows\Minidump\Mini060411-01.dmp
Processors Count : 2
Major Version : 15
Minor Version : 6002
Dump File Size : 138,792
==================================================
Could Avast have caused this?
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Well there are no avast processes/drivers in that listing.
If it was your first ever BSOD I would say you have been very fortunate. However, if I ever have anything like this happen for the first time I just record information. If it became a persistent problem and was the same then I would start checking it out.
For instance a google search on the main heading of any BSOD, APC_INDEX_MISMATCH and see what that brings up in conjunction with a) the OS and b) ntoskrnl.exe. http://www.google.co.uk/search?q=APC_INDEX_MISMATCH+vista (http://www.google.co.uk/search?q=APC_INDEX_MISMATCH+vista) http://www.geekswhoknow.com/articles/stop-0x00000001-0x0000001-apc_index_mismatch.htm (http://www.geekswhoknow.com/articles/stop-0x00000001-0x0000001-apc_index_mismatch.htm).
You could also try a forum search for the APC_INDEX_MISMATCH and see if there are any occurrences which might help.
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Sorry for resurrecting this thread
But this morning my laptop apparently crashed on start up with this code from BCV
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Dump File : Mini062811-01.dmp
Crash Time : 28/06/2011 05:32:59
Bug Check String : DRIVER_CORRUPTED_EXPOOL
Bug Check Code : 0x000000c5
Parameter 1 : 0x00000000
Parameter 2 : 0x00000002
Parameter 3 : 0x00000001
Parameter 4 : 0x828e6759
Caused By Driver : aswSP.SYS
Caused By Address : aswSP.SYS+26fef
File Description : avast! self protection module
Product Name : avast! Antivirus System
Company : AVAST Software
File Version : 6.0.1125.0
Processor : 32-bit
Computer Name :
Full Path : C:\Windows\Minidump\Mini062811-01.dmp
Processors Count : 2
Major Version : 15
Minor Version : 6002
Dump File Size : 138,792
==================================================
Avast is mentioned here this time. :o :-[
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Stickings90, can you zip and upload the memory dump for the avast ftp server?
I think it's the best (only) way to troubleshoot it.
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I have uploaded it as requested
It is called Stickings90.zip
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I have uploaded it as requested
It is called Stickings90.zip
Thanks. Hope they monitor and return the analysis.