Author Topic: AvastAntivirus Service keeps crashing  (Read 3419 times)

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AvastAntivirus Service keeps crashing
« on: April 18, 2018, 04:30:45 PM »
HI,

I have started experiencing issues with Avast Premier where the Antivirus Service would unexpectedly stop responding and appear in Services as neither Running or Stopped. I had run it on this computer before but after I upgraded my SSD in my laptop to a 1TB device and reinstalled Windows I didn’t reinstall Avast until I recently started to do most of my college work in local Starbucks more often. I installed it last week for both of my laptops and both of them have this problem. I have tried researching this and I just don’t have the time, to figure this out.. However, I need Avast to be working, because I need to be sure that my stuff is protected on the many public networks I use.


Things I tried:
-   Enabling Remote Desktop Service
-   Using Repair Feature
-   Reinstalling
-   Reinstalling with different license file, (Beforehand it was complaining about the license then said it was corrupted, but the previous reinstall took the license and didn’t complain)
-   Using the Avast Uninstaller Tool and reinstalling
-   Used The Avast Uninstaller Tool and then Installed using the Offline Installer
-   MBAM Scan (Nothing turned up)


I have the last portions of logs before the crash occured and it will be in the next post below.

REDACTED

  • Guest
Re: AvastAntivirus Service keeps crashing
« Reply #1 on: April 18, 2018, 04:33:06 PM »
Computers:
Both Run Windows 10

My Findings:
I have noticed that the Avast Antivirus Service will crash randomly, when I am not doing any intensive processes on the computer such as using a Web Browser.

The Antivirus will also crash during an large amount of files transferring, or during a large scan.

I have looked in the logs for Avast an it does not stay consistent with errors. In one case it says that I do not have an active vault for my user, before saying that it cant start a process and crashes. 
[2018-04-17 15:48:11.259] [notice ] [aavm       ] [10348: 7284] Entering IdpVaultMaintenance()
[2018-04-17 15:48:11.259] [notice ] [aavm       ] [10348: 7284] Entering IdpPlanVaultMaintenance()
[2018-04-17 15:48:11.469] [warning] [pam_http_ex] [10348: 7184] Error code(507) - A vault for the user:'bizmi' does not exist
[2018-04-17 15:48:20.859] [warning] [event_rout ] [10348: 6244] Handling of 'process_monitor.process_started.client' event failed. Handler description: Module: C:\Program Files\AVAST Software\Avast\pam.dll.
                                                                Exception: Unable to open process 7772!
                                                                Code: 0x00000057 (87)
[2018-04-17 15:48:20.859] [warning] [event_rout ] [10348: 6244] Handling of 'process_monitor.process_started.client' event failed. Handler description: Module: C:\Program Files\AVAST Software\Avast\pam.dll.
                                                                Exception: Unable to open process 3016!
                                                                Code: 0x00000057 (87)
[2018-04-17 15:48:20.859] [warning] [event_rout ] [10348: 6244] Handling of 'process_monitor.process_started.client' event failed. Handler description: Module: C:\Program Files\AVAST Software\Avast\pam.dll.
                                                                Exception: Unable to open process 9100!
                                                                Code: 0x00000057 (87)
[2018-04-17 15:48:20.859] [warning] [event_rout ] [10348: 6244] Handling of 'process_monitor.process_started.client' event failed. Handler description: Module: C:\Program Files\AVAST Software\Avast\pam.dll.
                                                                Exception: Unable to open process 4012!
                                                                Code: 0x00000057 (87)
[2018-04-17 15:48:20.860] [warning] [event_rout ] [10348: 6244] Handling of 'process_monitor.process_started.client' event failed. Handler description: Module: C:\Program Files\AVAST Software\Avast\pam.dll.
                                                                Exception: Unable to open process 1000!
                                                                Code: 0x00000057 (87)
[2018-04-17 15:48:20.860] [warning] [event_rout ] [10348: 6244] Handling of 'process_monitor.process_started.client' event failed. Handler description: Module: C:\Program Files\AVAST Software\Avast\pam.dll.
                                                                Exception: Unable to open process 8080!
                                                                Code: 0x00000057 (87)
[2018-04-17 15:48:20.860] [warning] [event_rout ] [10348: 6244] Handling of 'process_monitor.process_started.client' event failed. Handler description: Module: C:\Program Files\AVAST Software\Avast\pam.dll.
                                                                Exception: Unable to open process 5008!
                                                                Code: 0x00000057 (87)
[2018-04-17 15:48:45.221] [notice ] [crashguard ] [10348:12404] Minidump created successfully. Exception code is: c0000005

Another instance it says it cant open the license file, and then Lists an exception that I cant find anything on.  Event Logs mentions it was terminated..


Offline mchain

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Re: AvastAntivirus Service keeps crashing
« Reply #2 on: April 19, 2018, 04:21:39 AM »
About your previous license install issues:  See my.avast.com to remove any older iterations of machines not currently in use.  Remove them if found as they would be using a license you would need.
Windows 10 Home 64-bit 22H2 Avast Premier Security version 24.1.6099 (build 24.1.88821.762)  UI version 1.0.797
 UI version 1.0.788.  Windows 11 Home 23H2 - Windows 11 Pro 23H2 Avast Premier Security version 24.2.6105 (build 24.1.8918.827) UI version 1.0.801

Offline kwiq

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Re: AvastAntivirus Service keeps crashing
« Reply #3 on: April 19, 2018, 09:41:02 AM »
Hi kryptoware,
can you please take a look into c:\ProgramData\AVAST Software\Avast\log directory and  collect dump files - unp*.mdmp zip them into one file (avastAntivirus_service_keeps_crashing.zip) and upload them into avast ftp. It will help us identify the source of the crash and I can set proper priority to fix it.
THank you
 

REDACTED

  • Guest
Re: AvastAntivirus Service keeps crashing
« Reply #4 on: April 19, 2018, 08:14:48 PM »
Hi mchain,
I can confirm that this issue where it said my license was corrupted or invalid was not attributed to the amount of activated devices. I had deactivated the device and tried reactivating it and it still said the same thing.


kwiq I uploaded it.  I also showed the dump summary below

Dump Summary
------------
Dump File:   unp306601883133550678x.mdmp : C:\Users\bizmi\AppData\Local\Temp\Temp1_avastAntivirus_service_keeps_crashing.zip.zip\unp306601883133550678x.mdmp
Last Write Time:   4/17/2018 9:59:50 AM
Process Name:   AvastSvc.exe : c:\program files\avast software\Avast\AvastSvc.exe
Process Architecture:   x86
Exception Code:   0xC0000005
Exception Information:   The thread tried to read from or write to a virtual address for which it does not have the appropriate access.
Heap Information:   Not Present

System Information
------------------
OS Version:   10.0.16299
CLR Version(s):   4.7.2633.0
« Last Edit: April 19, 2018, 08:23:09 PM by kryptoware »

Offline kwiq

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Re: AvastAntivirus Service keeps crashing
« Reply #5 on: April 20, 2018, 01:14:40 PM »
Hi,
you can try to disable Tuneup or rename TuneupSmartScan.dll for a while - it might help.
The crash was caused TuneupSmartScan.dll - I will report it into tuneup team tio fix it asap.
Thank you

REDACTED

  • Guest
Re: AvastAntivirus Service keeps crashing
« Reply #6 on: April 20, 2018, 05:18:54 PM »
I'm not able to disable it or rename the DLL it says I dont have permission to despite being an Administrator.

Any ETA on when the Tuneup Team will have it fixed?

Offline mchain

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Re: AvastAntivirus Service keeps crashing
« Reply #7 on: April 20, 2018, 06:24:55 PM »
I'm not able to disable it or rename the DLL it says I dont have permission to despite being an Administrator.

Any ETA on when the Tuneup Team will have it fixed?
Actually, it should be sooner than you may think, as you've got the attention of an actual avast team member. 

When it will be done, I can't say, because as an evangelist, I spend and volunteer my time helping others here.

See attached below to rename or disable the avast DLL in question. 

Open the main GUI>Click Settings>Click Troubleshooting.  Re-enable Avast Self-protection when done.
Windows 10 Home 64-bit 22H2 Avast Premier Security version 24.1.6099 (build 24.1.88821.762)  UI version 1.0.797
 UI version 1.0.788.  Windows 11 Home 23H2 - Windows 11 Pro 23H2 Avast Premier Security version 24.2.6105 (build 24.1.8918.827) UI version 1.0.801

Offline kwiq

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Re: AvastAntivirus Service keeps crashing
« Reply #8 on: April 24, 2018, 12:08:36 PM »
 Hi kryptoware,
The cleanup module can be uninstalled (settings / components). In this case it should no longer crash.