Can't open Avast or uninstall it. Here's what I've tried...

General Topics
1

I have a PC and I’m using Windows 7 home premium.

I recently upgraded my Avast use from Avast Pro Antivirus to GrimeFighter (now Avast Cleanup). Soon after I started using the cleanup program, I received a message in Windows Action Center that Avast was turned off. When I click the “Turn on now” button, asks me if I want to trust the publisher/run the program, I say yes, but nothing happens. The Avast icon is gone as well.

So now Avast is not opening/operating at all. I think I should uninstall/reinstall the software. But I can’t figure out how to uninstall it.

I understand that Avast has a self protection module which I can’t seem to disable because I can’t open the program.

I’ve spent time reading the online forums and researching what to do, and have already tried the following:

1. Uninstall via Control Panel > Programs and Features in standard mode

Result: Get error message: “The instruction at 0x5CECA1F0 referenced memory at 0x5CECA1F0. The required data was not placed into memory because of an I/O error status of 0xc000009c.”

2. Uninstall via Control Panel > Programs and Features in safe mode

Result: Nothing happens

3. Download Avast Uninstall Utility (avastclear), save on desktop, start in safe mode, right click on avastclear icon, click on “run as administrator”

Result: Nothing happens

4. Clean reinstall with latest version of Avast

Result: Receive application error when attempting to download most recent version: “The instruction at 0x5CECA1F0 referenced memory at 0x5CECA1F0. The required data was not placed into memory because of an I/O error status of 0xc000009c.”

5. Use AppRemover to force uninstall Avast

Result: Receive error message, cannot uninstall the program. “AppRemover encountered an error while attempting to uninstall the selected product.”

What else should I try? I’m not very tech-savvy but I’m trying my best to resolve this. I’m worried that I don’t have any AV protection at the moment. I tried to download/install another AV program (AVG Free) but it can’t complete the installation b/c Avast is still on my machine. I like Avast and want to keep using it, but something’s messed up here and I don’t know how to fix it.

Thanks in advance for any assistance!

2

Hi
It certainly appears you have some issues that don’t appear to me to be typical.
I would suggest we have our Malware Specialist lend a hand.
Due to time zones, Essexboy won’t be on line until later.
I have PM’d him. :slight_smile:

3

Thank you!

4

You’re welcome.

5

Lets have a look see

Please download Farbar Recovery Scan Tool and save it to your Desktop.

Note: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.

[*]Right click to run as administrator (XP users click run after receipt of Windows Security Warning - Open File). When the tool opens click Yes to disclaimer.
[*]Select additions at the bottom
[*]Press Scan button.

https://dl.dropboxusercontent.com/u/73555776/frst.JPG

[*]It will produce a log called FRST.txt in the same directory the tool is run from.
[*]Please attach both logs generated.

6

Thank you for your assistance! Hopefully I did this right. Logs are attached.

7

OK this fix must be run from safe mode

Reboot the computer and immediately press and hold F8
When the menu appears select safe mode with networking

CAUTION : This fix is only valid for this specific machine, using it on another may break your computer

Open notepad and copy/paste the text in the quotebox below into it:

HKLM\...\Run: [] => [X] HKLM\...\Run: [AvgUi] => C:\Program Files\AVG\Framework\Common\avguix.exe [1069008 2015-04-07] (AVG Technologies CZ, s.r.o.) HKLM\...\Run: [AvastUI.exe] => C:\Program Files\AVAST Software\Avast\AvastUI.exe [6109776 2015-08-03] (AVAST Software) ShellIconOverlayIdentifiers: [00avast] -> {472083B0-C522-11CF-8763-00608CC02F24} => C:\Program Files\AVAST Software\Avast\ashShell.dll [2015-08-03] (AVAST Software) FF Extension: Avast Online Security - C:\Program Files\AVAST Software\Avast\WebRep\FF [2013-02-27] CHR Extension: (Avast Online Security) - C:\Users\Owner\AppData\Local\Google\Chrome\User Data\Default\Extensions\gomekmidlodglbbmalcneegieacbdmki [2013-09-12] CHR HKLM\...\Chrome\Extension: [eofcbnmajmjmplflapaojjnihcjkigck] - C:\Program Files\AVAST Software\Avast\WebRep\Chrome\aswwebrepchrome-sp.crx [2014-08-04] CHR HKLM\...\Chrome\Extension: [gomekmidlodglbbmalcneegieacbdmki] - C:\Program Files\AVAST Software\Avast\WebRep\Chrome\aswWebRepChrome.crx [2015-05-07] S2 avast! Antivirus; C:\Program Files\AVAST Software\Avast\AvastSvc.exe [146600 2015-08-03] (AVAST Software) S3 AvastVBoxSvc; C:\Program Files\AVAST Software\Avast\ng\vbox\AvastVBoxSVC.exe [3218624 2015-07-28] (Avast Software) S2 avgsvc; C:\Program Files\AVG\Framework\Common\avgsvcx.exe [776656 2015-04-07] (AVG Technologies CZ, s.r.o.) R2 aswHwid; C:\Windows\system32\drivers\aswHwid.sys [24016 2015-08-03] (AVAST Software) R1 aswKbd; C:\Windows\system32\drivers\aswKbd.sys [26096 2015-08-03] (AVAST Software) R2 aswMonFlt; C:\Windows\system32\drivers\aswMonFlt.sys [76000 2015-08-03] (AVAST Software) R1 aswRdr; C:\Windows\system32\drivers\aswRdr2.sys [81728 2015-08-03] (AVAST Software) R5 aswRvrt; C:\Windows\system32\Drivers\aswRvrt.sys [49776 2015-08-03] (AVAST Software) R1 aswSnx; C:\Windows\system32\drivers\aswSnx.sys [788784 2015-08-03] (AVAST Software) R1 aswSP; C:\Windows\system32\drivers\aswSP.sys [433264 2015-08-03] (AVAST Software) R2 aswStm; C:\Windows\system32\drivers\aswStm.sys [113592 2015-08-03] (AVAST Software) R5 aswVmm; C:\Windows\system32\Drivers\aswVmm.sys [208664 2015-08-03] (AVAST Software) R5 ngvss; C:\Windows\system32\Drivers\ngvss.sys [95112 2015-08-03] (AVAST Software) R2 VBoxAswDrv; C:\Program Files\AVAST Software\Avast\ng\vbox\VBoxAswDrv.sys [220752 2015-07-28] (Avast Software) 2015-08-19 14:58 - 2015-08-19 14:58 - 00000000 ____D C:\Users\Owner\AppData\Local\MFAData 2015-08-19 14:58 - 2015-08-19 14:58 - 00000000 ____D C:\Users\Owner\AppData\Local\Avg2015 2015-08-19 14:58 - 2015-08-19 14:58 - 00000000 ____D C:\ProgramData\MFAData 2015-08-19 14:57 - 2015-08-19 21:43 - 00000000 ____D C:\Users\Owner\AppData\Local\Avg 2015-08-19 14:57 - 2015-08-19 14:57 - 00000000 ____D C:\Users\Owner\AppData\Local\AvgSetupLog 2015-08-19 14:57 - 2015-08-19 14:57 - 00000000 ____D C:\ProgramData\Avg 2015-08-19 14:57 - 2015-08-19 14:57 - 00000000 ____D C:\Program Files\AVG 2015-08-19 14:08 - 2015-08-19 14:10 - 05961160 _____ (AVAST Software) C:\Users\Owner\Downloads\avastclear (3).exe 2015-08-19 13:44 - 2015-08-19 13:45 - 05961160 _____ (AVAST Software) C:\Users\Owner\Downloads\avastclear (2).exe 2015-08-19 13:43 - 2015-08-19 13:43 - 05961160 _____ (AVAST Software) C:\Users\Owner\Downloads\avastclear (1).exe 2015-08-19 12:41 - 2015-08-19 12:41 - 05481336 _____ (Avast Software s.r.o.) C:\Users\Public\Desktop\avast_free_antivirus_setup_online_cnet.exe 2015-08-19 12:41 - 2015-08-19 12:41 - 05481336 _____ (Avast Software s.r.o.) C:\Users\Owner\Downloads\avast_free_antivirus_setup_online_cnet.exe 2015-08-03 09:16 - 2015-08-03 09:16 - 00313472 _____ (AVAST Software) C:\Windows\system32\aswBoot.exe 2015-08-03 09:16 - 2015-08-03 09:16 - 00043112 _____ (AVAST Software) C:\Windows\avastSS.scr 2015-07-28 10:16 - 2015-08-03 09:16 - 00095112 _____ (AVAST Software) C:\Windows\system32\Drivers\ngvss.sys 2015-08-03 09:16 - 2014-04-22 13:12 - 00024016 _____ (AVAST Software) C:\Windows\system32\Drivers\aswHwid.sys 2015-08-03 09:16 - 2013-12-30 11:54 - 00113592 _____ (AVAST Software) C:\Windows\system32\Drivers\aswStm.sys 2015-08-03 09:16 - 2013-03-04 15:19 - 00208664 _____ (AVAST Software) C:\Windows\system32\Drivers\aswVmm.sys 2015-08-03 09:16 - 2013-03-04 15:19 - 00049776 _____ (AVAST Software) C:\Windows\system32\Drivers\aswRvrt.sys 2015-08-03 09:16 - 2013-02-27 08:49 - 00788784 _____ (AVAST Software) C:\Windows\system32\Drivers\aswSnx.sys 2015-08-03 09:16 - 2013-02-27 08:49 - 00433264 _____ (AVAST Software) C:\Windows\system32\Drivers\aswSP.sys 2015-08-03 09:16 - 2013-02-27 08:49 - 00081728 _____ (AVAST Software) C:\Windows\system32\Drivers\aswRdr2.sys 2015-08-03 09:16 - 2013-02-27 08:49 - 00076000 _____ (AVAST Software) C:\Windows\system32\Drivers\aswMonFlt.sys 2015-08-03 09:16 - 2013-02-27 08:49 - 00026096 _____ (AVAST Software) C:\Windows\system32\Drivers\aswKbd.sys C:\Program Files\AVAST Software 2015-07-28 14:25 - 2014-11-21 19:41 - 00000000 ____D C:\Windows\system32\vbox Task: {E93ACCE9-9CCB-4ED0-A2B1-F249D314B5FF} - System32\Tasks\avast! Emergency Update => C:\Program Files\AVAST Software\Avast\AvastEmUpdate.exe [2015-08-03] (AVAST Software) RemoveProxy: EmptyTemp: CMD: bitsadmin /reset /allusers

Save this as fixlist.txt, in the same location as FRST.exe

https://dl.dropboxusercontent.com/u/73555776/FRSTfix.JPG

Run FRST and press Fix
On completion a log will be generated please post that

THEN

Download Avast Uninstall Utility to your Desktop.
Download the correct version of Avast
Avast Free
Avast Pro
Avast Internet Security
Avast Premier
Disconnect from the net
Uninstall Avast via control panel

[]Run the uninstall tool and accept the reboot to safe mode
[]Once complete reboot your system
[*]Reinstall Avast

8

Thank you for the clear instructions! The fix log is attached. Does it look like I can move on to the other steps now (uninstall/reinstall)?

Thanks so much for your help!

9

Did FRST complete as the log only appears to half completed ?

If FRST rebooted the system then proceed to uninstall/install steps

10

FRST rebooted the system. But should I try the fix again to be sure before proceeding?

11

No if it rebooted that is good

12

Ok, I’ll try the next steps and report back! Thank you!

13

I’m still encountering some trouble. I’m not able to uninstall from the control panel or run the uninstall utility.

In standard mode, I get these error messages when trying uninstall via control panel or trying to run avastclear:

The instruction at 0x65A4A1F0 referenced memory at 0x65A4A1F0. The required data was not placed into memory because of an I/O error status of 0xc000009c.

I tried both uninstall methods in safe mode too. When trying on the control panel in safe mode, nothing happened. When I tried running avastclear in safe mode, there was an avast “thinking circle” for about a minute, and then nothing else happened.

Should I repeat any of the previous steps you recommended?

14

That error is intriguing as it points to a hardware error… I am researching that now.

Could you try to install Avast and let me know if that works

15

Ok, just tried to install and got the avast thinking circle for about 20 seconds, then this error message:

The instruction at 0x65B3A1F0 referenced memory at 0x65B3A1F0. The required data was not placed into memory because of an I/O error status of 0xc000009c.

Thank you for trying to help me resolve this!

16

Still checking the hardware code out this may take a few hours

17

Ok, thanks!

18

Elizabeth, have you backed up your data ? If not I would suggest you do that as in 50% of the cases I have looked at so far the only resolution was to re-install windows…

Meanwhile

Open an elevated command prompt
Go Start > All programs > accessories
Right click command prompt and select run as administrator
In the black box that opens copy/paste the following command and press enter :

sfc /scannow

Once completed reboot and see if the same error occurs…

Do you get the same error when you try to install other programmes

19

Yikes! Ok, I’m going to back-up everything now. Then I’ll try the sfc / scannow command. I’ll let you know what happens.

I haven’t tried to install any other programs but will try and see if I receive the same error notice.

Thank you!

20

Just finished the back-up. While I was backing up, I got a pop up message that said “Windows detected a hard disk problem. Back up files immediately, etc. Replace or repair the hard disk.” So I haven’t done anything else yet. I read that this could be malware on my system made to look like a real system message. Or the obvious likelihood that my hard disk is failing. I’m guessing both options are pretty bad.

Unfortunately I’m leaving town and won’t be able to address this further until Tuesday. Thank you for your help thus far! If you have any recommendations for what I should do next when I get back into town I would greatly appreciate it. I guess I’m not sure whether this is an Avast-related issue anymore. Thank you!!