Computer locks up at "Starting kernel driver: aswTdi"

Avast Free Antivirus / Premium Security
1

Opened ticket RSN-789-51984 on December 31. Have had NO response from Avast support since then. Zero response, just an automated email that the ticket was open.

So, I have no choice but to turn to the community and hope someone here has seen this or has an idea how to solve the problem.

Windows XP workstation, works fine in safe mode, works fine without AV (except for “you have no av” warnings) but when Avast is installed, locks up at “Starting kernel driver: aswTdi”, and when restarted, locks up on “running startup scripts”.

Already uninstalled and re-installed (multiple times) using the cleaner un-installer and downloading latest version. This is a LICENSED copy, not the free, and I’m giving it the license file each time.

2

I’d like you to try a clean install with the online installer…

Before you try a clean install (I know you’ve done this but this has different files) check in device manager>view>show hidden devices if there is anything related to avast with a yellow triangle… if so, uninstall it and reboot then proceed with a clean install.

I’d recommend a clean install:

  1. Download Avastclear, Rejzors uninstall tool and the appropriate Avast program edition

Note: You need to be ONLINE during this install (online installer works in all cases whereas offline sometimes doesn’t)

http://files.avast.com/iavs9x/avast_free_antivirus_setup_online.exe
http://files.avast.com/iavs9x/avast_pro_antivirus_setup_online.exe
http://files.avast.com/iavs9x/avast_internet_security_setup_online.exe
http://files.avast.com/iavs9x/avast_premier_antivirus_setup_online.exe

Avastclear : http://files.avast.com/iavs9x/avastclear.exe
Rejzors Uninstall tool: http://rejzor.wordpress.com/avast-cleanup-tool/

  1. Uninstall Avast by control panel [If you don’t have Avast in control Panel go to #4]
  2. Uninstall in safe mode using Avastclear.
  3. Run Rejzors Uninstall Utility in Normal Mode (removes traces avastclear doesn’t) - reboot.
    Check : Once uninstalled check in device manager>view>show hidden devices if there is anything related to avast with a yellow triangle… if so, uninstall it and reboot.
  4. Install the version you downloaded.
  5. Reboot.
3

As I said originally I have already done that. “Already uninstalled and re-installed (multiple times) using the cleaner un-installer and downloading latest version”

4
  • Which OS? (32/64 Bit - which SP)
  • Which avast-version? (Free, Pro, Internet Security, Premier)
  • Which program version (2014.9.0.2011 is the latest)?
  • Other security related software installed?
  • Which AV-Program was installed before and how was it removed?

DJBone

5

I got a response from Avast support on January 30th. asking me to “right click the ball icon and choose Update - Program”.

That is A MONTH response time. For a PAYING corporate customer. And the advice is USELESS because I can’t boot the computer with Avast running so there is no ball icon. The support tech (Michal Husek) obviously didn’t bother to read the problem description at all.

And the forum help has been useless as well. Every question asked was answer in the original post and the people who asked the questions didn’t bother to read it. I appreciate people trying to help, but wasting my time by not actually reading what I wrote is insulting.

When our licenses run out, we will switch back to ESET. They don’t suck quite as bad.

6

These are the only informations you have posted:

So here are my questions for further details:

  • Which WinXP? (32/64 Bit - which SP)
  • Which avast-version? (Pro, Internet Security, Premier)
  • Which program version (2014.9.0.2013 is the latest)?
  • Other security related software installed?
  • Which AV-Program was installed before and how was it removed?

DJBone

7
- Which WinXP? (32/64 Bit - which SP)
Seriously? How many people have 64 bit XP? Ok, ok, technically you got me there. I'm all ashamed now. It's 32 bit.
- Which avast-version? (Pro, Internet Security, Premier)
Internet Security. You're right I didn't post that. Are you saying they use different engines?
- Which program version (2014.9.0.2013 is the latest)?
It was the latest at the time. 2014.9.0.2012. I have since restored the machine to 2011 and it works with that, but I'm afraid to update it.
- Other security related software installed?
How would the No AV installed warning be coming up if there was other security related software installed? No, there is nothing else on the machine.
- Which AV-Program was installed before and how was it removed?
No other security software was installed. This was just the regular program upgrade to Avast that caused the problem.

Sorry for being an ass, I’m just so pissed off about this that I can’t hardly see straight.

8
  1. And which Service Pack? SP2 is at least required.
  2. No, they don’t use different engines. But it’s important for the download link of latest program version. And there are different features in the versions.
  3. Anyway you should download the latest version 2014.9.0.2013: http://files.avast.com/iavs9x/avast_internet_security_setup.exe and latest removal tool: http://files.avast.com/iavs9x/avastclear.exe
  4. Some have other security software like Spybot Search&Destroy installed that can cause problems.
  5. Apology is accepted.

DJBone

9

Its Service Pack 3.

I’ll install 2013 when I have more time to be without the machine.

Thank you for your patience and your help.

10

first apologies if I’m sending you down a path you’ve already gone, if you have obviously ignore all this :wink:

First of all have you checked the event viewer? perhaps you could post the information from it here and it might help the really tech-savvy in this forum to pinpoint your problem

I have done a bit of digging and “aswTdi” is one of the Avast processes. As other people on similar systems have not had this issue with this file, it makes me wonder if it’s corrupt and/or a virus, that is overwriting the correct aswTdi every time you try to install?

it would be almost ironic wouldn’t it?

I’m not sure exactly how you would go about removing this file if it is corrupted and continually overwriting the valid version - perhaps keep doing system restore to a certain point, then using Avast to re-upgrade. Perhaps once you’ve uninstalled Avast, make sure delete that file is really gone

also perhaps use something like malwarebytes as you do each system restore as a complimentary malware scan

11

[quote author=DJBone link=topic=144775.msg1058622#msg1058622 date=1391548870]

Just to close this out, the issue was obviously a bug in 2014.9.0.2012 as re-installing .2011 worked, and eventually installing .2013 also worked. Thanks to DJBone and others for patently helping to get the steaming pile of crap which is avast working. After another very sad customer support experience with Avast, I’m trying out webroot on two of our machines and if that works for a while, I’ll be switching to it.