Having Ransomware Shield Installed causes Avast Antivirus Service to Crash

I_am_AM · 2017-07-26T05:19:57.000Z

So I was having problems with Avast since a recent update (unsure exact point of problem starting as is could have been a windows update or an avast update). Symptom was the Failed to load UI message. I had tried everything including:

Uninstalling and Re-installing
Uninstalled in Safe mode with Avast Clear and then reinstalled
Using both online and offline installer for the above two
Manually Starting the Avast Antivirus Service (Crashed immediately)
Ran sfc /scannow ( which did repair some files) then repeated the above but to no avail

So i thought, i wonder if a different antivirus would work, so I installed AVG free, No problems. Used AVG Clear. Installed Avast Free, No problem. Installed my licence key for premium which updated everything, problems. Ran Avast Clear again and decided to do a custom install starting with “minimal protection” installing features one by one and restarting when prompted. Could install everything except ransomware shield, which i left until last as it was the newest thing i could think of. After installing Ransomware shield Avast antivirus service refused to start and kept crashing on reboot and via manually starting the service. I uninstalled the ransomware shield and everything worked again. Could the new ransomware shield clash with something windows like bitlocker?

BeSecure · 2017-07-26T05:27:17.000Z

OS…? (32/64 Bit…? - which SP/Build…?)
Other security related software installed…?
Which AV(s) did you use before Avast…?

I_am_AM · 2017-07-27T07:38:46.000Z

Windows 10 Pro 64-bit Version 1703 OS build 15063.483

No other security related software installed other than what comes with Windows 10 Pro from Microsoft. However, I believe i have all Microsoft stuff disabled except for bitlocker which is enabled

On this machine only ever used avast, prior to having problems, and have never had problems with it on this machine until recently (refer to “So I was having problems with Avast since a recent update” in Original Post)

Asyn · 2017-07-27T07:41:17.000Z

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

I_am_AM · 2017-07-27T07:43:46.000Z

I did run that however while i was still having issues when ransomware shield was installed it would not find any issues and gave me all green ticks.

Asyn · 2017-07-27T07:45:46.000Z

I_am_AM post:5:

I did run that however while i was still having issues when ransomware shield was installed it would not find any issues and gave me all green ticks.

Reread the instructions, you need to upload it and create a ticket.

I_am_AM · 2017-07-27T07:49:46.000Z

I understand the support tool and that you need to send the report in however do you understand what i am saying?, the tool found no problems so in all likelihood it is going to submit a support request indicating no problems. It did not detect that the avast antivirus service was not running nor that starting it results in a crash shortly after.

Asyn · 2017-07-27T07:51:22.000Z

Do it anyway. The devs will need your minidumps.

I_am_AM · 2017-07-27T08:24:01.000Z

The problem is for me to do that I would have to reinstall ransomware shield to cause the avast service to crash. When the crashes of the service was happening I also had issues logging into windows with it hanging after entering password which required multiple forced restarts to luck on being able to log in. Now that i have everything working, which i need to work, i don’t particularly want to revisit all the problems i had prior to discovering it was caused by the ransomware shield. Plus it is not really my job to make sure avast works, that is avasts job. Personally, i think i have done enough troubleshooting to narrow it down to the ransomware shield. The only reason i posted about my experience was to assist those who might have similar issues and have tried all the steps i had tried before narrowing it down to the ransomware shield causing the issues.

if someone from avast wants to reimburse me for time spent (even through complimentary product subscriptions) to recreate the problem and provide dumps then i will be happy to do so. While i am happy to assist fellow avast users who might have the same problems i did i am not happy to provide my time free to avast. if i wanted higher level support from avast then i am 99% sure they would try to charge me for it.

Asyn · 2017-07-27T08:29:17.000Z

Well, that’s up to you. I/we can only lead you to the water…

DavidR · 2017-07-27T09:26:46.000Z

Asyn post:10:

Well, that’s up to you. I/we can only lead you to the water…

+1

@ I_am_AM
By doing this you are helping other avast users, avast have to be able to replicate it, for that they need information. There are many avast users that have been helping on this forum for many years, they aren’t being paid to do so.

I_am_AM · 2017-07-28T05:09:45.000Z

providing additional information is one thing. Recreating the issue on my machine with the possibility of not being able to log in and use my machine is another. I am confident that a majority of people faced with a similar situation would choose not to put their machine at risk without a guarantee that their efforts would yield a positive result. I have read a few post on this forum which indicate that avast takes little to no notice of issues provided by users with their software. The fact that no one from avast has contacted me directly or posted in this thread asking for additional information supports that view. I again repeat the fact that the support tool could not detect that the avast antivirus service was not running, which is an issue in itself, and to me, indicates that the tool itself is ill equipped to handle this type of situation.

Although i do appreciate those who have responded taking the time to respond, I do take offence at being told that i have been lead to water. No response so far has actually provided me with any more information than what I have come to on my own. if anything Avast has been lead to water and i am waiting for them to drink.

That said, I wouldn’t choose another AV / Internet Security package as i believe that Avast is one of the best on the market even in light of my recent troubles.

Asyn · 2017-07-28T05:33:56.000Z

Hi, FYI, it has been reported to the devs. Cheers.

I_am_AM · 2017-07-28T06:51:58.000Z

Asyn post:13:

Hi, FYI, it has been reported to the devs. Cheers.

Thanks Asyn

PDI · 2017-07-28T07:23:21.000Z

Hi I_am_AM,

we cannot help you and others without your willingness to help.

Could you please tell me if you submitted the output of the support tool to Avast?
As Asyn mentioned we need the output or at least the content of the %programdata%\AVAST Software\Avast\log to find the problem.

Thanks,
PDI

I_am_AM · 2017-07-28T08:19:48.000Z

Hi PDI,

PDI post:15:

we cannot help you and others without your willingness to help.

Thanks for your response. For the record, I am willing to help however i am not willing to put my computer back into an unable state where at worst I am unable to login to my machine (at least not without some reimbursement or symbolic gesture, from avast for the potential trouble it may cause as it took me a good part of a day to fix and then narrow down the issue in the first instance).

No, I did not send in the output of the support tool. Firstly, and as i have now said multiple times, the tool did not indicate that there was an issue despite the fact the avast antivirus service was not running. Secondly, I do not tend to submit outputs from these types of tools as i am not sure what information is collected and passed on. I am sure, as a company that provides security and privacy related software, you can understand why I might be sensitive to such things. Could you please send me a private message with the Log files you need (I assume AvastSvc.log would be one of them) and I will be happy to do so via private message or email.

Thanks again for responding

bob3160 · 2017-07-28T13:05:57.000Z

Without a willingness to help, you’re wait for a resolution may take quite some time.
This is a help forum but sometimes Avast can’t duplicate the problem on their test systems.
They aren’t running your computer with all of it’s different configurations and programs.
They therefore ask you to share the information from various logs.
Most of us don’t have your problem so if you want your problem solved, you’ll need to help Avast help you.
Without that, well, it’s your computer and your problem.

I_am_AM · 2017-07-28T14:15:58.000Z

Well Bob,
You assume that I have a problem that I want fixed. I had a problem and i fixed it. I only posted here to assist others who might have the same problem and are looking for something else to try. However, I have learnt one lesson after posting here. In future when I have a problem and I have done all the research i can and eventually come to my own solution that works for me, I should shut up and not share my solution with anyone because heaven forbid I should ever think about sharing my acquired knowledge and experience with another person and try to help others.

Thanks PDI for the PM I have replied and will continue the conversation there. Could you please lock this thread before it gets anymore toxic.

bob3160 · 2017-07-28T14:17:57.000Z

I_am_AM post:18:

Well Bob,
You assume that I have a problem that I want fixed. I had a problem and i fixed it. I only posted here to assist others who might have the same problem and are looking for something else to try. However, I have learnt one lesson after posting here. In future when I have a problem and I have done all the research i can and eventually come to my own solution that works for me, I should shut up and not share my solution with anyone because heaven forbid I should ever think about sharing my acquired knowledge and experience with another person and try to help others.

Thanks PDI for the PM I have replied and will continue the conversation there. Could you please lock this thread before it gets anymore toxic.

The only one making this or anything else toxic is you. Have a nice day.

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