dcollins

Froze, or blue screen?

In the second scenario, I'm not 100% certain that Ctrl + Scroll/Scroll would work, but because of the nature of that keyboard command, it might. That command is lower in the kernel than Ctrl + Alt + Del, and also doesn't try to launch any new processes, it simply halts the kernel. If you could give it a try at the very least, I'd appreciate it

Sorry, I'm still not clear. Was the system locked up or was AvastSvc just using up more resources than normal but you could still use the system? This only really helps if the entire system locks up entirely, which is why I said it may not work. However the Ctrl + Scroll/Scroll combination is embedded into windows, so it may be able to bypass whatever hardlock is going on in the system.

Thanks! I just got your email invite. Just to be clear, the entire computer had locked up when you did the Ctrl + Scroll/Scroll? Nothing else was working?

If you'd be willing, can you please try the steps below. Note that this will cause a blue screen on your computer, so I understand if you don't want to perform the steps. Download and extract CrashDumps.zip Right click on CrashDumps.bat and choose Run as Administrator Choose option 1 and press Enter. This will enable Complete memory dumps, which contains more information than a normal memory dump It will also enable the ability to force a system crash, which we will need to do since the system is on the shutdown screen Once the process completes, reboot the computer Reproduce the issue of the system locking up Once the system is hanging during shutdown, hold down the right Ctrl key and press the Scroll Lock button twice. This should force a system crash. This should create a memory dump, and reboot your machine. Once the machine reboots, find the file C:\Windows\memory.dmp and move it to your desktop. Right click the memory.dmp file on your desktop and choose Send to -> Compressed (zipped) folder This should create a zip file on your desktop Upload the file to wetransfer.com Near the bottom of the page, click on the three dots and change the Send as option to link. Paste the link here so we can look at the memory dump and see what's getting stuck during shutdown Note that this may not work due to the nature of the issue where the machine locks up, but if it does, it should give us an idea of what's going on when the system is in this stuck state.

If you'd be willing, can you please try the steps below. Note that this will cause a blue screen on your computer, so I understand if you don't want to perform the steps. Download and extract CrashDumps.zip Right click on CrashDumps.bat and choose Run as Administrator Choose option 1 and press Enter. This will enable Complete memory dumps, which contains more information than a normal memory dump It will also enable the ability to force a system crash, which we will need to do since the system is on the shutdown screen Once the process completes, reboot the computer Reproduce the issue of the system locking up Once the system is hanging during shutdown, hold down the right Ctrl key and press the Scroll Lock button twice. This should force a system crash. This should create a memory dump, and reboot your machine. Once the machine reboots, find the file C:\Windows\memory.dmp and move it to your desktop. Right click the memory.dmp file on your desktop and choose Send to -> Compressed (zipped) folder This should create a zip file on your desktop Upload the file to wetransfer.com Near the bottom of the page, click on the three dots and change the Send as option to link. Paste the link here so we can look at the memory dump and see what's getting stuck during shutdown Note that this may not work due to the nature of the issue where the machine locks up, but if it does, it should give us an idea of what's going on when the system is in this stuck state.

If you'd be willing, can you please try the steps below. Note that this will cause a blue screen on your computer, so I understand if you don't want to perform the steps. Download and extract CrashDumps.zip Right click on CrashDumps.bat and choose Run as Administrator Choose option 1 and press Enter. This will enable Complete memory dumps, which contains more information than a normal memory dump It will also enable the ability to force a system crash, which we will need to do since the system is on the shutdown screen Once the process completes, reboot the computer Reproduce the issue of the system locking up Once the system is hanging during shutdown, hold down the right Ctrl key and press the Scroll Lock button twice. This should force a system crash. This should create a memory dump, and reboot your machine. Once the machine reboots, find the file C:\Windows\memory.dmp and move it to your desktop. Right click the memory.dmp file on your desktop and choose Send to -> Compressed (zipped) folder This should create a zip file on your desktop Upload the file to wetransfer.com Near the bottom of the page, click on the three dots and change the Send as option to link. Paste the link here so we can look at the memory dump and see what's getting stuck during shutdown Note that this may not work due to the nature of the issue where the machine locks up, but if it does, it should give us an idea of what's going on when the system is in this stuck state.

We are still researching the issue. While a third party AV doesn't seem to be the only cause, we think it can help to trip up the situation. We're trying a few different test scenarios at the moment to see what we can replicate, so for now the best solution is to leave Web Protection disabled

I split this topic out to reduce confusion in the existing thread. Please provide the logs mentioned above so we can troubleshoot what's going on.

Can you please provide the logs mentioned in the thread below, this will give us an idea of what's going on

Not yet, our engineers are still researching

Glad to hear it!

Strange, but thanks for the follow up. If it comes back, please let us know

Can you start by doing a check for Windows updates first? We have identified an issue that can prevent drivers from loading, but if you have all the available Windows Updates it should not be an issue

It looks like you may be infected based off some of the data I'm seeing in your reports. Can you try booting into Safe Mode and running a rootkit scan please?