Hello everyone, I’m guidernow. I’ve used Avast for quite some time now, and every day, I saw the Avast window recommending me to update my software. Today I thought, instead of just clicking X on that window, why not update it for a change ?
Well it caused problems.
So after the “update” was finished, I restarted my computer. Unfortunately, when trying to start Windows the “normal” way, I faced a blue screen saying that it stopped “msrpc.sys”. I can fortunately use safe mode with network (I’m doing it right now…) to receive some help from you all. I tried to repair avast, it failed. When trying to uninstall it, it throws me the same blue screen again.
I have a .dmp file in Windows\Minidump and can view it with the software “BlueScreenView (BSV)”. I know there are similar threads on this forum but because I’m really bad at this stuff, I need some help. So what do I do with this file ?
When I open the file in BSV, the filename “AMPPAL.sys” is highlighted in red, and when I click on it, it shows the properties. Then when I open the actual .dmp file, I get so many properties that I can’t see them all, due to the weird resolution on safe mode… So what do I do now ?, How do I convert it so I can then send it and get help ?
Once again, sorry if it’s a similar problem, english is not my primary language and blue screens are not something I normally encounter. Thanks ! (I’m running Win 7 x64 by the way !).
Yes I did, immediately when pressing uninstall with that tool, my computer gets taken to that blue screen again. You’re also correct, someone that has experience with blue screens when updating Avast needs to help me, because I don’t have a second computer to use now. Thanks for replying though !
Okay forget what I said, I tried once more and this time it succeeded. But I still get the same blue screen !
I also tried to download AVG Antivirus (so I had an antivirus installed…) but it cannot be installed in safe mode, and I can’t access normal windows so… Those who can help are deeply appreciated
I tried twice, it didn’t do the trick. It can’t find any problems with my system. I guess I’ll start looking around this forum for similar threads, it’s my fault for not doing that from the start but I thought that this would go faster. Sorry, I’ll update when I find something.
Okay here’s what I’ve done: I zipped the .dmp file from Windows\Minidumps and sent it to pk’s email (kurtin@avast.com). I know that this exists: ftp://ftp.avast.com/incoming, but it didn’t work for me. Was it the right thing to do ?
I did it. One thing I should say is that I searched what “AMPPAL.sys” is, and came up with that it’s the “Intel® Centrino® Bluetooth 3.0 + High Speed Virtual Adapter driver”. I already have the latest driver though. But anyway, before experimenting, I’ll wait for your answer.
I followed an advice on Microsoft’s forums about deleting the “Intel® Centrino® Bluetooth 3.0 + High Speed Virtual Adapter” driver, and installed the latest Avast again. Now it’s working. I don’t really need the bluetooth so it’s fine, but as you said in the e-mail pk, there must be an issue between AMPPAL and your technical drivers. So definitely do try to fix it.
I can however say that I do enjoy having Avast so much, that I didn’t download any other antivirus software after this problem. You’ve never failed me when it comes to keeping viruses away and you don’t have annoying pop-ups like I used to receive when using AVG on my older computer. Once again, thanks for those few who tried to help, it was appreciated.
