BSOD if check Secure Virtual Machines - Win 7 Pro 64-bit - blue screen

Avast Free Antivirus / Premium Security
1

In my Win 7 Pro 64-bit machine, if I modify or clean-install (customized) Avast and check “Secure Virtual Machines”, I get BSOD (blue screen of death) on reboot. Then I need to reboot with F8 and select Last Known Good Configuration.

I have run sfc /scannow twice - no problems. I have 16GB RAM, an i5 CPU and plenty of storage.

My Win 7 machine (a Dell Optiplex 7010) IS enabled for hardware virtualization, and I have run XP Mode a few times in the past just to see how XP Mode works (but not recently, and not while this problem has appeared). My good virtualization capacity is also confirmed by using the havdetectiontool from MS, and I have the correct virtualization settings in my BIOS.

By the way, in the Avast settings in its interface-Troubleshooting, I have “Enable hardware-assisted virtualization” checked - that is NOT the problem. Only turning on “Secure Virtual Machines” in the Avast installation is the problem.

Until recently, Avast was fine. This has been happening with Avast 11.2.2261.

I have now totally UNinstalled (also using Avast clear in Safe Mode) and re-installed (custom) without “Secure Virtual Machines”, and the machine works.

Avast, once again, you have virtualization problems. You’ve been avoiding this topic for a long time, also because it means your NG isn’t foolproof. What’s the fix, finally?

2

Follow instructions: https://www.avast.com/faq.php?article=AVKB33#artTitle

3

Asyn - thanks, but what good is that? “Secure Virtual Machines” is now UNchecked, I had run Avast clear twice, and reboots are now OK, so how can that report show anything? The problem is not occurring, so what will be in the report?

4

The devs need your minidumps for troubleshooting.

5

asyn - there is no “support portal”, just a link to a totally generic support page. Where is the “Support portal”?

6

It’s explained in the instructions (Reply #1).

7

OK - submitted - support ticket 275476 - my uploaded Avast Support Tool file was given file name BGFHQ.

Let’s see what happens.

8

OK, good job.

9

Asyn - By the way, the initial result from the Avast Support Tool was all good - three green checkmarks. Nothing wrong with my PC - the problem is an Avast issue with virtualization.
Thanks.

10

Doesn’t matter, if you did follow the instructions, your minidumps of the BSOD got uploaded.

11

so, whats next?

12

b29 - you have this problem? I’m waiting for Avast’s answer to my support ticket

13

Avast sent a reply to my email –

Hello [glnz],
Apologies for the late response.

Seems BSODs are caused by mup.sys file and no Avast file is on the stack. Avast may not be root of the case.
Anyway, you run the old setup file 11.1.2241.
Could you please do clean Avast installation, please reinstall Avast using more complex uninstallation method described in article below.
https://www.avast.com/faq.php?article=AVKB94

If you still get BSODs send us a dump file/s.

Best Regards,
Miroslav Jenšík
Technical Support Engineer

I replied as follows:

Miroslav - Two things -

  1. What means your tech jargon “Seems BSODs are caused by mup.sys file and no Avast file is on the stack”?
    What should I do with that?
  • How should I check or update mup.sys?
  • What Avast file should I put in the stack?
  • What is a “stack”? Where is it?
  1. What is the link for a DIRECT download of the latest Avast WITH custom options? Prefer full install file, not online link. For my Win 7 Pro SP1 64-bit.
    Answer all questions please.
    Thanks.
14

Update to the latest version (2016.11.2.2261): https://forum.avast.com/index.php?topic=185199.0

15

Asyn - Has always been version 2016.11.2.2261, At all times, this was fully updated.

Just got this email from Avast:

Hello David,

  1. WinDBG debugger (tool for analyse BSODs) showing the exception record and stack trace of the function where the exception occurred. In you case i t was mup.sys.
    No Avast file is on the stack (stack trace) means no Avast file was alocated in memory when BSOD occurred.

  2. You can download the Avast antivirus from the link on our web page below:
    Avast Premier is available here: http://files.avast.com/iavs9x/avast_premier_antivirus_setup.exe
    Avast Internet Security is available here: http://files.avast.com/iavs9x/avast_internet_security_setup.exe
    Avast Pro Antivirus is available here: http://files.avast.com/iavs9x/avast_pro_antivirus_setup.exe
    Avast Free Antivirus is available here: http://files.avast.com/iavs9x/avast_free_antivirus_setup.exe

Best Regards,

Miroslav Jenšík
Technical Support Engineer

I replied as follows:

Miroslav - thanks for your email. But the BSOD occurred only when I modified or clean-installed Avast and checked “Secure Virtual Machines”. The problem stopped when I unchecked “Secure Virtual Machines”.

This happened twice.

Please advise what is the connection between the “Secure Virtual Machines” selection and mup.sys.

Also, my Avast was fully updated to 11.2.2261 at all times.

Finally, are your links for the full install file (offline) or online links?

Thanks.