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.
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…
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.
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
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
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