Computer locks up or freezes after latest software update

I was prompted to update my free version of Avast earlier this week. To complete the update I was required to restart my computer, which is normal. Since then the computer locks up or freezes within 15-20 minutes of starting up. The only way to stop this is by disabling Avast completely or using avastclear.exe. I thought a clean install might get me back on the right track but no luck. I had to uninstall last night and keep Avast off my computer. This is the only way to keep it from freezing up.

I have been using Avast for many years and would like any help that is available to solve the issue.

Thank you.

OS: Windows Vista Home Premium

Support: Submitting a support file using the Avast Support Tool https://www.avast.com/en-eu/faq.php?article=AVKB33#artTitle

Thank you for the link. I’m not able to use the support tool though as my computer locks up if I have Avast running. Right now I have to have it uninstalled so my computer is able to run.

Also, I don’t have a license as I’ve only used the free version. When I request my license I’m told there is nothing on file for my email address.

lets start with some diagnostic logs

see instructions here https://forum.avast.com/index.php?topic=53253.0
scroll down to second picture … Farbar Recovery Scan Tool … run as instructed and attach the two diagnostic logs here

essexboy will then have a look

I was able to submit a ticket and install the support tool even without a license or avast installed currently. Should I sit back and wait for a response there or continue with the instructions you have given me?

Thank you.

you can do it, ticket response may take some time and if essexboy see something he will give you further instructions

I ran it and have attached the two logs.

Have you added many more programmes recently ?

The reason I ask is that you do have a lot of programmes running at start and without any AV running this is your usage

Percentage of memory in use: 69% Total physical RAM: 3036.54 MB Available physical RAM: 936.98 MB

Although having said that Avast is only using just over 30Mb on my system so that may not be a reason

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:

CreateRestorePoint: ShellIconOverlayIdentifiers: [00avast] -> {472083B0-C522-11CF-8763-00608CC02F24} => No File HKLM\SOFTWARE\Policies\Microsoft\Internet Explorer: Policy restriction <======= ATTENTION HKU\S-1-5-21-2450559217-1565701889-1815041723-1003\SOFTWARE\Policies\Microsoft\Internet Explorer: Policy restriction <======= ATTENTION BHO: No Name -> {8E5E2654-AD2D-48bf-AC2D-D17F00898D06} -> No File BHO: No Name -> {AE805869-2E5C-4ED4-8F7B-F1F7851A4497} -> No File 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

Running the Fix now. To answer your earlier question now I have not added any new programs to this machine recently. The biggest change it usually sees is an update to Avast which this time around seems to have broken it.

When you did a clean install did you run the Avast uninstall utility

Yes, I used avastclear.exe which I downloaded from Avast.

And FRST is now showing (Not Responding) in the title bar of the program.

Wait?

Kill it and start the fix over?

Kill and restart please, it may be hanging on emptying the temp folders

Restarted…currently on Deleting temporary files: C:\Users.…

And now it is Not Responding again. Current process is Deleting temporary files: C:\Users\Roger\AppData\Local\temp_MEI57~1

Do you frequently empty your temporary folders using CC or something similar

No, I don’t do anything on my own or with a program I’ve set up to empty them. As far as I know they are only emptied if Windows does that on its own occasionally.

OK in that case the temp file emptying may take a while give it 10 minutes or so, if it still locks then stop it and try this

Clear Cache/Temp Files
Download TFC by OldTimer to your desktop

[*] Please double-click TFC.exe to run it. (Note: If you are running on Vista, right-click on the file and choose Run As Administrator).
[*]It will close all programs when run, so make sure you have saved all your work before you begin.
[*]Click the Start button to begin the process. Depending on how often you clean temp files, execution time should be anywhere from a few seconds to a minute or two. Let it run uninterrupted to completion.
[*]Once it’s finished it should reboot your machine. If it does not, please manually reboot the machine yourself to ensure a complete clean.

FRST finished on its own despite the Not Responding note in the title bar. I’m waiting for the computer to restart, this was required by FRST and then I will grab the Fixlog.txt file and post it for you.

The reboot may hold on the black screen for a while as it removes the remainder of the temporary files, panic not :slight_smile: