Hello,
thanks for reporting the issue. We have already started investigation. Let me summarize what we know about the problem:
- it occurs on Win 7 and Win 8 OS's
- only some users are affected
- browser latest version 73.0
- browser is frozen, no tabs, it is not possible to do anything in it
- in event log there are errors related to Avast Secure Browser Elevation Service
- uninstallation and clean installation does not resolve the issue
- did I miss anything?
We have to find what is unique on affected machines. Please can you help us with investigation?
1) Create dump of the browser process
1 - Run browser
2 - Open Task Manager (right click the windows taskbar -> Start Task Manager)
3 - Search for AvastBrowser.exe (how many processes do you see?)
4 - Right-click the processes and choose "Create Dump File"
5 - Pack all dump files and send it to us (you can attach it to your post)
2) Enable browser debug logging
1 - Open command-line window, locate AvastBrowser.exe file (it is usually in: c:\Program Files (x86)\AVAST Software\Browser\Application\)
2 - Run "AvastBrowser.exe --enable-logging --v=2"
3 - Close the browser
4 - Go to c:\Users\%USERNAME%\AppData\Local\AVAST Software\Browser\User Data\ and send us safer_debug.log file
3) Will clean profile help to resolve the problem?
Steps:
1 - Close the browser
2 - Disable Avast Self-Defence in AntiVirus Settings -> Troubleshooting page
3 - Rename the `c:\Users\%USERNAME%\AppData\Local\AVAST Software\Browser\User Data\` folder to `c:\Users\%USERNAME%\AppData\Local\AVAST Software\Browser\User Data_BAC\`
4 - Launch the browser - is browser working?
4) Send us user_id
1 - Open Regedit and go to: Computer\HKEY_CURRENT_USER\Software\Avast Software\Browser
2 - send us user_id value data
Thank you very much!