scan crashing my computer

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my dell inspiron 1525 crashes every time i run anything more than a smart scan with avast antivirus pro including scheduled scans
i've submitted request after request (latest number 06808264) but never hear anything back
the support tool files that are generated using the tool all come back full of FAILED
AND NO-ONE GETS BACK TO ME!!!!

WHAT DO I DO NOW??

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is there a phone number that i can ring in the UK?

[kwiq]

Hi lorkzalummy,
In case of BSOD navigate to C:\Windows\Minidump zip and upload dump files to avast ftp . If the minidump folder is not there or empty there may be a larger DMP file located at C:\WINDOWS called MEMORY.DMP which we can also use for analysis.
Thank you for report ! 

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minidump.zip is empty
cannot find memory.dmp or MEMORY.DMP
only dmp files i can find are google files, lots of them tho

[kwiq]

Hi  lorkzalummy
try to check memory dump options according this article :
https://support.microsoft.com/en-gb/help/254649/overview-of-memory-dump-file-options-for-windows

There is also record aboud unexpected system crash in system event log which might help !
https://technet.microsoft.com/en-us/library/aa996634(v=exchg.65).aspx
\
Thank you

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have you looked at the files that the support tool sent to your servers?

[kwiq]

I havent found any submit with 06808264 number :-(

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well support tool made the files and confirmed that they had been sent, they will be still on my computer, albeit appended possibly

i tried to run a full vurus scan again this am, about 75% complete crashed computer this was logged as "1132 shutdown was unexpected"
looking at system event log round that time i saw " %1!s! Update Service (avast)!s! Update Service (avast)!s! Update Service (avast)!s! Update Service (avast) service entered the running state" logged at 11.31.34      event id 7036 source was Service Control Manager
opening details produces
 EventData

  param1 %1!s! Update Service (avast)
  param2 running
   610076006100730074002F0034000000


--------------------------------------------------------------------------------

Binary data:


In Words

0000: 00760061 00730061 002F0074 00000034


In Bytes

0000: 61 00 76 00 61 00 73 00   a.v.a.s.
0008: 74 00 2F 00 34 00 00 00   t./.4...



any use, or red herring?
the xml option is
 - <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
  <Provider Name="Service Control Manager" Guid="{555908d1-a6d7-4695-8e1e-26931d2012f4}" EventSourceName="Service Control Manager" />
  <EventID Qualifiers="16384">7036</EventID>
  <Version>0</Version>
  <Level>4</Level>
  <Task>0</Task>
  <Opcode>0</Opcode>
  <Keywords>0x8080000000000000</Keywords>
  <TimeCreated SystemTime="2018-07-09T10:31:34.830747500Z" />
  <EventRecordID>1358485</EventRecordID>
  <Correlation />
  <Execution ProcessID="492" ThreadID="4008" />
  <Channel>System</Channel>
  <Computer>DELL-PC</Computer>
  <Security />
  </System>
- <EventData>
  <Data Name="param1">%1!s! Update Service (avast)</Data>
  <Data Name="param2">running</Data>
  <Binary>610076006100730074002F0034000000</Binary>
  </EventData>
  </Event>

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just got an email from support@help2avast.com asking for files, i replied but don't know if they got any thing because i got a failure message from a server,

I have to go away for 2weeks early tomorrow so cannot sustain conversation, i'll reply here when i get back, and hope you see it