[RESOLVED] Avast UI freeze (18.6.2349 - last version broken) : mouse issue

Avast Free Antivirus / Premium Security
1

Hi,

I just update avast (free) to 18.6.2349 and it’s not usable anymore.

  • version of Avast Free : 18.6.2349
  • OS : Win 7 64b SP1
  • Other security related software installed : none
  • Which AV(s) did you use before Avast : none
  • DirectX : 11

When avast load, the UI display this screen :
https://imagebin.ca/v/4FlHuCaPb1L0
but don’t react to any action :

  • OK button (on “discover our new menu” tooltip - french version)
  • top Menu
  • left Menu
  • close X

Others window interaction are broken too, I cannot launch any other program, or click another desktop icon outside avast.

The only way I found to “unfreeze” it is :

  • Ctrl-Shift-Escape for displaying task manager
  • Focus task manager again (that loose focus at load)
  • Right click on avast program icon in taskbar
  • Close window

The right clic on avast icon (in systray) freeze too when I select any option. Here, I have to use “Escape” to close each menu/submenu

I try to uninstall (with avast clean) and reinstall : same problem
I try to do the “UI failed to load” procedure (which happen too during some testing) : set remote desktop service to Automatic : same problem

2

Repair Avast:

  1. Control Panel → Add/Remove programs → Avast
  2. Click on ‘Repair’.
  3. Follow instructions.
  4. Reboot.
3

ok, I have some news :

The repair option is an avast UI, so it also not responding to mouse.

But… I found that UI was not really frozen, just ignoring mouse click :

  • mouse wheel in long page works
  • keyboard tab/space works !

I do repair option with keyboard and reboot, same issue
With keyboard only, I reach the troubleshooting menu and set Avast to passive mode… and mouse works again ! (after reboot)

So, some Avast active component take down mouse click…
my mouse is a Logitech G500
My mouse driver was “Logitech HID-compliant G500 Gaming Mouse”, v8.50.0.0, 2013/05/10
I tried to update mouse driver to last from logitech : v8.57.0.0, 2014/09/24 but without passive mode it’s the same problem.

Finally, I found that uncheck “Enable hardware assisted virtualization” in troubleshooting menu make my mouse work again (without passive mode this time)

Everthing is fine now, but I hope for you that a low % of users will have my issues, because navigate through an app with keyboard it’s not really user friendly ;o)

4
  1. Thanks for the feedback.
  2. Well, you’re the first/only one to report this.
5

Have you downloaded the latest driver for your mouse ???
https://support.logitech.com/en_us/product/gaming-mouse-g500/downloads

6

yes, I have the last mouse driver, I said it in my previous post ;o)

7

Reported to Avast developers. Let’s hope that helps.

8

Hi fladnag,

just to be sure: are we talking about some remote UI controlling here, or is it standard local machine?

9

standard local machine

10

Can you please just disable self-defense in troubleshooting settings instead of hardware virtualization and see if problem persists?

11

disable self-defense also works :

  • hardware virtualization & self defense : mouse stuck
  • no hardware virtualization & self defense : OK
  • hardware virtualization & no self defense : OK
  • no hardware virtualization & no self defense : OK

But personnally I prefer disable hardware virtualization than self defense ;o)

12

Just try disable DoNotDisturbMode, menu - settings - components - Do Not Disturb Mode. I have’d same problem with mouse freeze in games after relis Avast 18.6. But after disabling DND Mode in settings, no problem with mouse any more.

13

Thanks for your analysis, there is user input emulation protection for Avast UI processes (self defense feature, needs HW virtualization active to be able to filter emulation calls), and it seems that your Logitech G500 mouse driver is using the emulation API and is blocked. We will try to exclude Logitech processes.