BSOD Shut-Down Twice Since New AV Install

Discussion in 'Malware Help - MG (A Specialist Will Reply)' started by Tom K, Dec 15, 2011.

  1. Tom K

    Tom K Private First Class

    Hey MajorGeeks! :wave

    Within the past three days, my PC has suddenly crashed with a BSOD appearing for about 15 seconds before shut-down. The PC then restarts and, following log-in, reports that Windows has recovered. It present the values which I shall copy here.

    I presently run Windows 7 and use Firefox as my Browser.

    There have been some recent Anti-Virus software changes. In early November 2011, I switched to Avira when I could no longer update PC Tools AV, which apparently got corrupted somehow. Uninstalling and reinstalling PC Tools did not even help. Upon installing Avira, the PC was performing somewhat slower and constant notifications were popping up. I decided on December 12, 2011 to uninstall Avira and try Panda Antivirus. So far, PC performance has improved and there aren't any annoying notifications.

    I am not suggesting it to be the fault of the AV, but it should be noted that this is when the problem started.

    I followed the Read & Run Me tonight and have attached the scan results to this post. SuperAntiSpyware almost finished its scan before crashing into the third BSOD in as many days. It did not generate a log. However, all subsequent scans ran without incident.

    Aside from the unpredictable crashes which have occurred while the Firefox browser is open but no activity is taking place, the PC seems to be running fine.

    The BSOD error messages contained the following information:

    BSOD 12-15-2011
    Problem signature:
    Problem Event Name: BlueScreen
    OS Version: 6.1.7600.2.0.0.768.3
    Locale ID: 1033

    Additional information about the problem:
    BCCode: 50
    BCP1: FFFFFA8013BE8000
    BCP2: 0000000000000000
    BCP3: FFFFF8800664F6C1
    BCP4: 0000000000000000
    OS Version: 6_1_7600
    Service Pack: 0_0
    Product: 768_1

    Files that help describe the problem:
    C:\Windows\Minidump\121511-23774-01.dmp
    C:\Users\J\AppData\Local\Temp\WER-40404-0.sysdata.xml

    Read our privacy statement online:
    http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

    If the online privacy statement is not available, please read our privacy statement offline:
    C:\Windows\system32\en-US\erofflps.txt

    BSOD 12-15-2011 - During SAS Scan

    Problem signature:
    Problem Event Name: BlueScreen
    OS Version: 6.1.7600.2.0.0.768.3
    Locale ID: 1033

    Additional information about the problem:
    BCCode: 50
    BCP1: FFFFFA800A9F8000
    BCP2: 0000000000000000
    BCP3: FFFFF880066B76C1
    BCP4: 0000000000000000
    OS Version: 6_1_7600
    Service Pack: 0_0
    Product: 768_1

    Files that help describe the problem:
    C:\Windows\Minidump\121511-20295-01.dmp
    C:\Users\J\AppData\Local\Temp\WER-76331-0.sysdata.xml

    Read our privacy statement online:
    http://go.microsoft.com/fwlink/?linkid=104288&clcid=0x0409

    If the online privacy statement is not available, please read our privacy statement offline:
    C:\Windows\system32\en-US\erofflps.txt


    Thank you for reviewing my issue. Please let me know what steps I should next take.
     

    Attached Files:

  2. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member

    I am not finding any malware in your logs, however, you are running two AV programs which could cause your problems:
    Panda Cloud Antivirus
    PC Tools AntiVirus Free 8.0

    If removing one does not fix your issues, I suggest you post in the software forum.

    Since you are not having any malware problems, it is time to do our final steps:

    1. We recommend you keep SUPERAntiSpyware and Malwarebytes Anti-Malware for scanning/removal of malware. Unless you purchase them, they provide no real time protection. They do not use any significant amount of resources ( except a little disk space ) until you run a scan.We recommend them for doing backup scans when you suspect a malware infection.
    2. If we had you use ComboFix, uninstall ComboFix (This uninstall will only work as written if you installed ComboFix on your Desktop like we requested.)
      • Click START then RUN and enter the below into the run box and then click OK. Note the quotes are required
      • "%userprofile%\Desktop\combofix" /uninstall
        • Notes: The space between the combofix" and the /uninstall, it must be there.
        • This will uninstall ComboFix and also reset hidden files and folders settings back to Windows defaults.


    3. Go back to step 6 of the READ ME and renable your Disk Emulation software with Defogger if you had disabled it.
    4. Any other miscellaneous tools we may have had you install or download can be uninstalled and deleted.
    5. If we had you download any registry patches like fixme.reg or fixWLK.reg (or any others), you can delete these files now.
    6. If running Vista, it is time to make sure you have reenabled UAC by double clicking on the C:\MGtools\enableUAC.reg file and allowing it to be added to the registry.
    7. Go to add/remove programs and uninstall HijackThis.
    8. Goto the C:\MGtools folder and find the MGclean.bat file. Double click on this file to run this cleanup program that will remove files and folders related to MGtools and some other items from our cleaning procedures.
    9. If you are running Win 7, Vista, Windows XP or Windows ME, do the below:
      • Refer to the cleaning procedures pointed to by step 7 of the READ ME
        for your Window version and see the instructions to Disable System Restore which will flush your Restore Points.
      • Then reboot and Enable System Restore to create a new clean Restore Point.

    10. After doing the above, you should work thru the below link:


    Malware removal from a National Chain = $149
    Malware removal from MajorGeeks = $0
     
  3. Tom K

    Tom K Private First Class

    Hey TimW,

    Thank you for the prompt reply and for reviewing the logs! When I tried to completely uninstall PC Tools AV, I was prevented from doing so. Realizing this presented a security risk, I felt there was no alternative but to install another AV ASAP.

    I just tried uninstalling it again via Add/Remove Programs, and get this Error message:

    Messages file "C:\Program Files (x86)\PC Tools Security\unins000.msg" is missing. Please correct the problem or obtain a new copy of the program.

    As I earlier described, this error prevented me from upgrading, removing, or reinstalling PC Tools AV. Do you know of an alternative way to remove this AV?
     
  4. TimW

    TimW MajorGeeks Administrator - Jedi Malware Expert Staff Member


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