BSOD with newer AVAST

system · 2015-03-24T14:13:36.000Z

Dear support,

like mentioned in THIS THREAD I too get several BSODs since the second to last update from AVAST.
Those crashes mostly happen while the computer is idling - maybe on its way to standby.
BlueScreenViewer mentiones always the same error →

http://abload.de/thumb/bsodfzqde.jpg

I tried to disable NG within AVAST!´s setup, but that didn´t change a thing.

After uninstalling the antivirus, and under the strong protection of win defender :-\ , everything works as supposed to.

In opposite to the writer at the other BSOD thread I want to stay with AVAST! like I did the last years since version 4!

Greeting and thx for suggestions
Timo

P.S. … Win 8.1 64

Endt · 2015-03-24T16:51:05.000Z

Hi,

can you generate support package and send it to us? Please, don’t forget to mark down it’s ID and post it here.
Using this tool http://public.avast.com/supp/util/avastsupportR2.exe

Thanks,
B.

system · 2015-03-24T20:49:43.000Z

…this tool doesn´t have any interface anymore?
At the first run there was some UI - but now there comes nothing…
What do I have to do except from keeping this tool running?
Does it only run once?

Sorry for being confused…

Timo

Endt · 2015-03-25T08:55:41.000Z

Hello,

if I understand you right, you don’t see the UI, that’s weird. It’s tool for creating and sending necessary logs directly to our servers. More info about it can be found here https://www.avast.com/en-us/faq.php?article=AVKB33
Have you tried rebooting and relaunching the application?

Thanks,
B.

system · 2015-03-25T10:08:01.000Z

Hy there again,

looks like the cold boot did the trick Funny several reboots yesterday didn´t work…
Ok, I will create a ticket and will send the required dumpfile.

Thx for the support
Timo

P.S. … brandnew ID: #BFR-172-65362

Endt · 2015-03-25T10:41:31.000Z

Hello,

yeah, i can see your ticket in the ticketing system, however, we need the support package generated by that tool, please pay attention to the guide (https://www.avast.com/en-us/faq.php?article=AVKB33). It’s important to tick the “send to Avast” option and copy it’s ID (figures V and VI ). It’s the best way we can analyze your problem, and without it we can only guess.

Hope to hear from you soon,
B.

system · 2015-03-25T12:34:13.000Z

Ah! I see…

Ok… packet ID is : L3N78

Don´t have any more numbers to send over

Greetings
Timo

Endt · 2015-03-25T13:06:47.000Z

Yup, we got it.

The process which causes the BSOD is amBX_Service.exe, and it is probably malware. For further analysis we need full memory dump.
Full memory dumping can be easily set-up with Bellavista software (http://www.zezula.net/en/fstools/bellavista.html) in second tab. After setting it up, reboot your machine and wait for another BSOD. Then use our Support tool and before clicking on “Generate” button, click on button called “Options” and tick “Full dumps” and click “ok”. Then you can generate the package (it will take some time, full memory dump will be huge). After it’s done, don’t forget to give us new ID.

Thank you for your patience,
B.

system · 2015-03-25T20:41:31.000Z

Hy Endt,
this amBX_service thing is no malware, it belongs to my lovely amBX ambilightset But after your comment I checked it @ Jotti - no virus or malware found.
Funny, I didn´t had a BSOD this day at all - VPS updated today?
I keep my fingers crossed and will answer the next days how it is going…

Nevertheless THX for this fast support!

Greetings
Timo

system · 2015-03-26T11:20:52.000Z

…ok… got my next BSOD.

I´ll give Bellavista a try - be prepared for a really big dump

Greets
Timo

UPDATE:
Crashes further incoming ==> Packet ID: 6TR71

Endt · 2015-03-26T21:24:14.000Z

Thanks a lot!

We will analyze it tomorrow.

Cheers,
B.

Endt · 2015-03-27T12:07:45.000Z

Hello again,

the support package is here, but it’s not containing full memory dump. Can you please check C:\Windows folder if it contains file called MEMORY.DMP? If the file doesn’t exist, full memory dumping isn’t set-uped. If it exists, you didn’t tick the option to send us full memory dumps in support package tool.

Thanks,
B.

system · 2015-03-27T15:00:34.000Z

Ok…next round!

Had my pagefile locked and so it was to small to build a full memory dump. Now its done and if(!) this AvastTool will show up an UI (refuses to do so again - severeal reboots included) I will send those files directly to You…
Found out, that the crash happens when the system tries to go to energysave mode. Shutting down works as supposed to. There was another thread here with similar problems days ago wasn´t it?!

Sorry for all the inconvenience!

Greetings
Timo

P.S. … here we go again: PacketID MHXZ1

Endt · 2015-03-30T13:08:22.000Z

Hello,

we got the package, unfortunately, it came damaged and we were only able to recover the information we already know
Lets do it another way. Can you take file C:\Windows\MEMORY.DMP , zip it, lock it with a password and upload it to some online storage (dropbox, google disk, etc.)? After it, send me please link and password for the archive in PM here or to my mail endt_at_avast.com.

I hope this will work.

Cheers,
B.

Asyn · 2015-03-30T13:12:00.000Z

Endt, why not let him upload it here: ftp://ftp.avast.com/incoming/

Endt · 2015-03-30T13:22:37.000Z

Yeah, too many systems here However dropbox is little bit more userfriendly and handles uploading (disconnects) itself.

system · 2015-03-30T18:32:55.000Z

…unfortunately the file is much to large for dropbox freeware :-/

But I managed to upload it directly to the AVAST server…

Filename and pass will follow as email, PacketID will be here when a new try is done…

Thx for the support
Timo

Endt · 2015-03-31T09:29:47.000Z

Hey,

we got it and it seems that the archive is ok! (uh ) We will need some time now to analyze it.
Thanks for your patience.

B.

system · 2015-03-31T21:13:29.000Z

Great to hear - it arrived safely

Next Packet ID incoming:OWLBK

Cheers (got me some beer ) and hopefully You´ll find a way out of my misery …
Take all the time You need…

Regards
Timo

system · 2015-04-30T06:27:28.000Z

…just want to let You know, since the update to any further beta (…16 and following) those nasty crashes are gone!

Thx for your support - here and within the support site!

Greets

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