Major Computer Crash - Help!!!

My laptop computer will not do anything but crash.

Computer: Acer Aspire 5920

Operating System: Microsoft Windows Vista SP2

It will start in Safe Mode. When I try to boot it in to Normal Mode I receive the message given below. This message fills the entire screen. The field is blue and the text is white.

Despite the advice given on this screen there is no way for me to restart the computer. I have had to (a) disconnect it from the mains and (b) remove its battery to close it down. The first time I immediately tried to restart it. The second time, after closing it down as just described, I waited ten minutes before trying again. I do not want to keep trying in case I cause more harm.

I have not installed any new hardware or software.

 

Can you safely boot into Safe Mode with Networking? If you can, do so and check to see if there is one or any minidump file(s) in the C:\Windows\Minidump folder. If there are any, zip the folder and attach it to a post in this thread. This could help determine what kind of problem you might have, be it a driver conflict (outdated driver), other software, or something else...

This type of dump you have had here is a full dump, but there may be an associated mini dump file, too.

 

mark59 have you try uninstalling the Intel video GM965 driver from device manger. Download the latest driver for the GM965 here: https://downloadcenter.intel.com/De...eng&OSVersion=Windows Vista 64*&DownloadType= before you uninstall whatever version you have install now. Once you have this later driver download and in Safe mode with Networking" as AtlBo advised, go ahead and uninstall the current driver and install the new and try getting in to regular Windows now.

 

Thank you to both of you for replying to my request for help.

I have taken a while to reply because both my computers have the same problem. I think that I might have diagnosed the problem.

I could not understand why my Acer laptop kept getting the blue screen of death. This morning I updated the virus software (avast!) on my Hewlett Packard desktop. avast! offered me an update of the programme. After downloading the update it told me I needed to restart the computer. When the computer restarted I got the same blue screen as on my Acer laptop. I then recalled I'd also updated the avast! software on my laptop.

This evening I have started my laptop in Safe Mode. I used System Restore to set the computer back to a date prior to updating avast!. My laptop is now working again.

As for my HP desktop I still have a problem. For some perverse reason it's set up by HP such that I can't use the keyboard until Windows boots up. Consequently I can't press the F8 key during start up to be able to access the start up options.

On my Acer laptop I have gone into C:\Windows and there is no Minidump folder.

Therefore, I would be grateful if you could please provide me with the following advice:

1. I am convinced avast! is the culprit. Thus, I have lost confidence in it. Up to now I was happy with it and thought it to be good. Can you please recommend an alternative free antivirus programme?

2. What checks do you recommend I run on my Acer laptop to discover if I have any other problems? I intend to carry out checks to see if I have been infected by any form of malware. So, it's any other checks I'd be interested in knowing what to carry out.

3. Because I am unable to access Safe Mode on my HP desktop PC, any suggestions as to how I'm going to solve that one?

Thanks again for the previous help offered.

 

I found some info about this stop error code Go to this link-->>http://support.microsoft.com/kb/314063

 

Thanks!

The article refers to Windows XP whereas I have Vista. Nevertheless, the troubleshooting suggestions are probably useful in my Windows version. It first suggests that the problem may be caused by software. I have empirical data that points to it being software.

One of the suggested solutions is to restore the computer to an earlier state. This I have done. It appears to have resolved the problem with my laptop.

 

Yeah you got to realize that a lot of stuff that works for Xp all so works for vista and 7.

Main reason vista and 7 are based off of xp.

Glad that worked.

 

mark59...

What version of Avast did you have before the update? Was it version 7 or earlier? You should have the old version back again after the System Restore, so to check, open the Avast user interface from the system tray and click on I believe "Maintenance". Look for the version number there and please post it back.

I am using XP, and I have had Avast since version 4 without any problems so far. This is causing me to want to dig a little deeper, especially since it happened on two of your computers.

Let's start with your desktop, since it's the one you're having the boot problem with...

With the desktop, looks like your keyboard problem could be associated with an out of date BIOS. This would mean that an update from Microsoft (or Avast in this case) may have triggered the problem, but that your BIOS is actually the culprit. To find out what version of your BIOS you have, restart and look for the version on the manufacturer's screen that first pops up. Then Google "update **Your desktop brand/model** drivers". Go to your PC's manufacturer's download page and search for the latest BIOS version there. See if the number is higher than the one on your manufacturer's post screen. If so, I think you will need to update. Actually, I think this may have been the problem on both of your computers.

Once you have determined if you have the most recent version of your BIOS for the desktop, we can go from there. Go ahead and download it, if there is a newer one available, however...

We can get to the rest of it after your keyboard is working again

 

I suspect it was version 7. I've checked the version and it says: 8.0.1483. Unfortunately, it also says: "In order to complete this update, avast! needs to restart your computer". I am now concerned that when I turn off that the next time I switch my Acer laptop back on avast! will update and I am going to have the same problem again.

I do not think that this most recent problem has put me in the position of not being able to use my keyboard. I have not been able to access Safe Mode on my desktop for a long time unless I have changed the startup settings so that at next boot up it should start in Safe Mode.

I am not saying I do not have a problem. However, if not being able to get into Safe Mode is not the way the manufacturer has set up the computer I know the issue is much older than my current problem.

I am quite happy to have ago at following your advice my trying to update my version of BIOS. But, if I cannot get the computer to start up I don't understand how I can do what you recommend.

The BIOS version on my laptop is 3811. Acer's web site says the latest version is 3813. Their website also contains the following warning:

Do you recommend that I update the BIOS on the now functioning laptop OR do you think it would be better to leave well alone?

I am unsure what to do about avast. I don't want this new version installing. I suspect it'll cause the same problem.

 

mark59...

It's the desktop with the keyboard problem, correct? Are you saying you can't boot at all into Windows on the desktop PC as things are presently?

It's the desktop I'd like you to check the BIOS for to start with. We can get back to the laptop, but, for now, don't reboot it.

 

Mark59...

Here's a bit about updating your BIOS:

http://www.pcworld.com/article/187437/how_to_update_your_bios.html

If you are presently able to boot into Windows on your desktop, go ahead and do so, then check to see if there is a more recent version of your BIOS. Just check for now.

As for the laptop, your BIOS is fairly recent, so leave it for now.

If you like, we can switch to handling your laptop problem first since it's on until you have the problem resolved. You will need to settle on an A-V first, but I am fairly confident that Avast is not the problem. You may have installed the Pro version software by mistake when you performed the update. I did the same thing when I upgraded to version 8. At any rate, you are going to want to get rid of Avast, whether you decide to reinstall it or go with another A-V, so you will need to decide on which A-V you will go with.

Unless you are willing to spend, there are only a handfull of options. Here is a break down of the free choices:

http://freebies.about.com/od/computerfreebies/tp/best-free-antivirus.htm

Honestly, I don't think you would have a problem if you removed and then reinstalled Avast, but changing to another might be a good idea for you. You can read up and change later after you have had some time to look into which one will be your security go to.

 

AltBo

I am fairly certain that I didn't update to the Pro version by mistake. Nevertheless, I'm going to uninstall avast, download it and do a new install. I have never had problems with it before. I find it strange that I should develop the same fault on 2 computers simultaneously. Updating avast is the only common denominator on both machines.

I would prefer us to work on the laptop for now. It is the functioning computer. I want to keep it that way. I am still in the process of running various applications to check there's not a malware problem. So far SUPERAntispyware has reported there's no infection.

You are correct about the desktop: I can't do anything with it. When I restarted it yesterday after updating avast I got the blue screen of death. The only way I was able to get out of that was to unplug it from the mains. I left it 10 minutes and switched it back on. On to the screen came the options to start in Safe Mode, Safe Mode with Networking, etc. but the keyboard wouldn't respond. I could only sit and watch as the the number on the screen counted down in seconds to zero to start up in Normal Mode by default. As it proceeded to do that up came the blue screen again. So, no, I can do nothing with the desk top.

Now I don't know if you think this is too drastic, but, I have saved everything I want off my laptop onto an external hard drive. I have the disks with which I could do a complete re-install of Windows; basically, going back to a "new" laptop.

 

Good move to back up your data. I didn't realize the spot you were in with your desktop. I was thinking you probably had your laptop backed up to a disk attached to the desktop or to some remote device, and I didn't realize you were shut out of Windows. Apologies on that.

Now that you have everything saved, I agree with you that it makes sense to focus on the laptop. You can focus on the desktop afterwards...

Laptop

Before you re-install Avast (after you remove it), you will want to run this to remove remnants of old Avast installations:

http://www.avast.com/uninstall-utility

Read the instructions and download and run the program. Assuming you have already uninstalled Avast, you should have no problems with a reboot, since it was Avast that was wanting the reboot before, but this program does reboot your PC into Safe Mode. This process is automatic once you click the "Yes" to reboot. Once in Safe Mode, a menu will pop up. Don't know how long you had Avast, but you will certainly need to rid your PC of the remnants of Avast 7 and 8. That will mean you'll have to run the program twice. When I updated to Avast 8, I had to uninstall the program and start over, removing remnants going all the way back to Avast 4, 6 reboots in all. I don't even remember when I first installed Avast.

By the way, before you install Avast, I recommend installing a good uninstaller program like Comodo Programs Manager. Once installed it will begin monitoring installations and remove much more than add/remove. It's an excellent program and safe to run. I wouldn't do without it after using it for several months now. If you ever have to remove Avast or another A-V, it will do a much better job than Windows. Still have to run the uninstaller tool for most A-Vs it seems these days, but CPM has added to my piece of mind. Here is the MG link:

http://www.majorgeeks.com/Comodo_Programs_Manager__d6942.html

 

Unfortunately, I have been quick off the mark. I have uninstalled Avast. I have downloaded and re-installed the newest version.

Thanks for the heads up on Comodo Programs Manager. I already use what I think is a similar programme: Revo Uninstaller. I used Revo to uninstall Avast.

If you think it would be a good idea for me to re-uninstall avast and use the uninstall utility to ensure I have no remnants of old versions I'm happy to do that. If that's your recommendation I don't think I'll be back here with feedback until Monday. It sounds as if getting rid of the remnants might take a while. Plus, we've got guests coming this weekend so I don't think I'll get to the computer much.

I don't know if this might be a symptom of whats going on with my laptop so here's what happened when I was re-installing avast. I downloaded avast to my desktop. Before I ran the application I checked it with several antimalware programmes. One of these was Malwarebytes Anti-Malware. I was unable to check it with Malwarebytes because it said the definitions database was corrupted. It advised uninstalling and re-installing. I have uninstalled Malwarebytes using Revo Uninstaller. I've also downloaded the application again. But, for the moment I'm not going to install it in case you recommend a remnants clean up programme for that.

 

Revo is fine. Glad to hear you are using it.

Revo should handle Malwarebytes. The A-V programs are super sophisticated, but not so much so the anti-malware programs like MBAM. I haven't ever heard of a single problem with Malwarebytes' uninstaller other than a problem with a virus blocking its removal. There is a removal tool available, but the instructions say to use it only if the regular program uninstaller does not work. Use the regular MBAM uninstaller, then follow up with Revo if there are any remnants. That should be fine.

If it were me, I would run the Avast removal tool when you get a chance (uninstall as you mentioned then run it). Having had the problems you experienced, I think it would be a good idea to get rid of all the traces of the old versions on the laptop. The whole process probably takes about a half hour, including the reboots.

Do you remember the approximate date when you installed Avast on the laptop? If you do, I can run a check on which release you installed and let you know which versions you will need to remove the traces for. Otherwise, I would focus on versions 7 and 8.

Just post once you have had a chance to run through the process, and we can pick up from there.

Cheers and a good weekend with friends...

 

I have got the blue screen again on the laptop.

What I did:

1. Re-booted and went in to Safe Mode.

2. While in Safe Mode I used Revo to get rid of Avast. I have yet to use the application you recommended to get rid of the remnants.

3. I looked for, and found, a minidump.

I am back in Normal Mode. I honestly do not know if uninstalling avast has enabled me to do this.

The minidump is attached as a zip file.

Out of interest I tried to open the minidump with the, perhaps naive, hope it might say "Mark, your computer crashed because ...". I know it's more likely to not be in "normal" English. Anyway, I couldn't open it; I got that dialogue box that says your computer doesn't have the software to open the file.

I do hope the attached minidump file will give you some clues as to what happened.

I have tried to remember when I upgraded avast. I can't. At the time I didn't think I was going to have a problem so doing it was more a reflex action than one that used much brain power. When I did the system restore I restored back to last Saturday. I'm sure I upgraded avast during the past week. However, the newer version was still there after the restore.

I shall probably remove the avast remnants for now and await your further advice prior to doing anything else.

P.S. Not relevant: but anticipated guests cancelled on last minute. I do not foresee a good weekend.:banghead

 

AtlBo,

I don't know if I used the avast remnants remover tool correctly. I downloaded it to my desktop as it recommended. Afterwards, I re-started the computer in Safe Mode. I decided to try and remove the remnants for all the free versions the tool offered to remove. From the instructions I believed it would choose the correct folder but I had to manually select one. I assume I chose the right one; I selected C:\Windows\Program Files\Avast.

After I ran the tool it has gone from my desktop. Should it no longer be there? Do I need to download it again? Should I try and remove other versions? Should I be checking other folders? I note that the Avast folder has gone from C:\Windows\Program Files.

 

I forgot to attach the minidump zip file:-o

 

mark59...

I think your blue screen is associated, but, hopefully, removing the remnants of Avast will solve this problem.

Not sure how you used the removal tool, but when the reboot takes you into Safe Mode, the menu will come up, and you will see a drop down at the top that says "Select product to uninstall". Use the drop down to select version 7. Don't worry about the folder selection portion of the tool menu...just click uninstall. Reboot into normal Windows and run the tool from your normal desktop again. If it has disappeared from your normal desktop, download it again and run it to remove version 8.

Again, don't worry about the folders part of the menu. What you did is OK, but just use the drop down selection bar to select the version 7, then uninstall it and select 8 and uninstall it.

http://techdows.com/wp-content/uploads/2011/02/Avast-removal-tool.png
Use the "select product to uninstall" to select version 7 and then 8 and ignore "Enter path to folder..."

That should make you ready to go.

What I meant when I asked if you know when you installed Avast was when you first installed Avast on the PC. If you recall or have a ballpark idea, please let me know.

 

I did misunderstand you. I can't remember how long I've used avast. I will say that it's years as opposed to months. When I joined Majorgeeks in 2005 and learnt about free, but very good, antivirus programmes I started with AVG. I had that for about 2 years-ish. Then, it gave me a lot of problems and I think I switched to avast about then. But, I must be honest and say I really am not at all sure.

Please may I clarify: run the removal tool for avast 7 in Safe Mode and for avast 8 in Normal Mode?

 

A scan with Malwarebytes Anti-Malware produced the following results:

One object identified –

Vendor: Security.Hijack
Category: Registry Key
Item: HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution ...

The action I took was to get Malwarebytes to remove the object. It reported “All selected items have been removed successfully”.

I’m also attaching the scan log.

 

Mark59...

On the removal tool, no, you will need to go back into Safe Mode for each different version that you ever had on your machine if you want to get rid of all the remnants. As I mentioned, I had to go all the way back to version 4, so it took me 7 times of running the tool in normal and then going into Safe Mode to remove one. Then back to normal to run the tool again and back into Safe Mode to remove the next one. All in all, I had run the tool in normal to go back into Safe Mode for each version 4-8.

I just took a look at the release history of Avast, and you will need to do the same thing I did to get rid of all the remnants of Avast. I doesn't matter that you started with 7 if you have already run the removal tool for 7 or that you removed the C:\Program Files\Avast folder. Just pick up here and run the tool in normal, then allow the tool to reboot into Safe Mode and uninstall 4-8, starting with version 4, so that you can remember where you are. If you have run the tool for version 7, you can skip that one. No need to remove the remnants twice for it.

Don't think you'll ever have to do this again, as I am sure Avast has improved markedly their uninstaller since version 4, 5, 6, and 7. Even then, you'd only need to do this if you were changing A-V programs.

Nice work running MBAM again. I was going to suggest running it again once you get everything removed. In this case, MBAM I think noticed you have removed the C:\Program Files\Avast folder and removed the registry key for the Avast main scanner process. The MBAM scan didn't actually find any malicious software on your PC.

If you have to do this again (removal tool) for any reason, I recommend running first Revo on Avast and then following up with the removal tool. Keep in mind that if you need the removal tool, you will only need to be removing version 8 and later once you have removed 4-7 and reinstalled version 8.

One thing to be careful of when you install Avast 8 is that you don't install the Pro version by mistake. Make sure you have the installer for the free version here:

http://www.avast.com/index

Make sure you choose the Free version.

Let me know when you have run the removal tool for all the versions and have installed and set up Avast 8 again...

 

I feel more confused.

When I click on the link for the removal tool the instructions say that you should run the tool in Safe Mode. You're telling me that I need to do it in Normal Mode and Safe Mode. Do I do it in both modes or are you saying do it in Normal Mode and then the tool will restart the computer in Safe Mode. When it restarts in Safe Mode I run the tool again.

 

Mark59...

Apologies...just to be clear, run the Avast removal tool in normal and then go into Safe Mode to remove version 4, then back to normal, run the removal tool again and back to Safe Mode for version 5, and then repeat the process until 4-8 are removed. Again, if you have already removed version 7, no need to do so again. In that case, you can skip over it. One other thing, assuming you have always used the Free version of Avast, it is just the Free versions you will have to remove. You can skip all the Pro and other versions.

So you would remove these:
avast! 4 Home/Professional
avast! 5 Free Antivirus
avast! 6 Free Antivirus
avast! 7 Free Antivirus
avast! 8 Free (I think this one is covered by the latest version of the removal tool)

All in all 5 trips to Safe Mode.

Once you have completed this process, you can reinstall Avast Free version 8 from the link I provided in the previous post.

I had this same problem. I followed the link to install version 8 when notified by Avast, and I accidently installed the pay (Pro) version over the Free that I had previously. This is a no-no apparently, so I got a conflict, and Avast wouldn't run. It must be an easy mistake to make, since I noticed it was a problem for others when I Googled to see what my problem might be.

 

Thank you for clarifying that for me. No need to apologise. When I get a problem with computers I somehow switch in to technophobe mode and need very simple, step-by-step instructions.

Thanks for looking at my MBAM log. I've run MBAM a second time and it's reported there are no infections. So far I've run three applications three more to do.

I'm going to clean-up the avast remnants now. Then I'm calling it a day. I will re-install avast tomorrow and get back to you. I'll also do the oher three scans for malware tomorrow.

 

mark59...

No, you just intiate the Safe Mode process by running the tool in regular Windows. Then click to restart when prompted in regular Windows to be taken into Safe Mode where you actually run the tool for removal. The regular Windows part of the tool just takes you to Safe Mode automatically and launches the actual removal tool once you get there.

You have to go back to regular Windows after each removal that you do in Safe Mode to restart the removal tool in Safe Mode. This is because the removal tool can be used only once per visit to Safe Mode (this is how it worked for me). To get back to the actual removal tool in Safe Mode again, you once again run the tool that you have in regular Windows that starts the process. Repeat for all the free versions of avast! 4-8...

So...
1. Run the start up tool for the avast! removal tool in normal Windows->Yes when prompted to go to Safe Mode->Run the actual removal tool in Safe Mode for avast! Home/Professional->Restart PC and boot into Windows normally
2. Again run the start up tool for the avast! removal tool in normal Windows->Yes when prompted to go to Safe Mode->Run the actual removal tool in Safe Mode for avast! 5 Free Anti-Virus->Restart PC and boot into Windows normally

Repeat this same process for version 6, 7 (if you haven't done so already), and 8 (if the option is available...I can't remember if it is)...

Once you get avast! installed, you can run a system scan using Security->Anti-Virus->Full Scan. You should be OK after that, but if you have some other malware scanners you'd like to run, it's not a bad idea at this point, just to make sure the laptop is clean...

As I mentioned, I had this same problem. I admit, the removal tool threw me too. Back into Safe Mode for each version really had me confused. Eventually, I realized that there isn't any way around using the initiater in Normal Windows mode to get to the tool in Safe Mode. Would have been nice if the Safe Mode tool could be used more than once per visit to Safe Mode...

 

I'm afraid I have another question. I apologise in advance if I'm being really stupid in this.

I've run the tool once in Normal Mode. It advised me it was better to do it in Safe Mode. May I ask why you are recommending that I run it in Normal Mode and then again in Safe Mode? I suppose what I'm asking is why Normal Mode when the tool advises not to and avast's instructions are to do it in Safe Mode?

If you say that's better I am happy to follow your advice. I'm interested to know why you want me to do it in the manner you recommend.

 

Please ignore what I asked in Post #27. I hadn't seen what you'd written in Post #26. I understand now. It takes me a long time to get there.

 

I have used the avast remnants removal tool to remove avast 5, 6, 7 and 8. There wasn’t an option to remove the free version 4.

Then I did a host of other things to prepare my computer for installing avast 8. I’m not posting the details here on the presumption you don’t want or need to know. If you do need to know I can provide them in another post.

Then I installed avast 8. So far so good.

I’m carrying on with my scans for malware.

Now, for the big problem: my desktop with its BSOD and can’t use the keyboard.

 

mark59...

OK, yes, I guess it's time to get back to the desktop. Glad to hear you aren't having any problems with the laptop so far. Being that it was such an easy mistake to make, I think there is a decent chance you simply installed the pay Pro version for avast! 8 over your free version of avast! 7. That's what happened to me. Anyway, I hope that's what caused your BSOD(s?) on the laptop and that they are gone for good. If not, I guess it will necessary to eliminate BSOD again.

So on to the desktop...

Desktop:

OK, so I guess it would be a good place to get some desktop specs:
Brand/model
Processor
RAM
BIOS version

First question. So the blue screen occurs right after the manufacturer's post screen that appears just after you turn on the PC or does Windows actually start to load?

 

Hewlett Packard Pavilion Slimline

Unfortunately, I do not know the answers to these questions; sorry! Normally, I'd use Belarc Advisor to find out, but ...

What's happening at the moment is what you'd expect after a major problem: I switch on the machine, it starts going through the boot up process, then it comes to that screen which offers you the option of starting the computer in the various forms of Safe Mode or Normal Mode. Of course, it says if I don't make a choice it will boot up in Normal Mode by default. It says to press the up and down arrow keys on the keyboard to make a selection. However, it makes no response to the up and down arrows or any keyboard key. It counts down in seconds to zero and then tries to load Windows that's when the BSOD appears.

 

OK...

It would be helpful to know which BIOS you are running, but that would mean booting the PC one more time. If you feel like you can boot it without damaging anything, the version of BIOS you have should be on the manufacturer's flash screen that appears when you first start the PC. Usually it's down at the bottom of the screen. Armed with the BIOS version, it would be possible to see if there is an upgrade available. Perhaps we could determine a way to upgrade your BIOS, hopefully solving the keyboard problem. With the keyboard there would be many more more options for getting into your desktop. We could for certain as an example set things up so that avast! wouldn't start on boot on the desktop, using a bootable CD/DVD.

If you have a bootable medium like a rescue CD/DVD, this would be a good time to try it.

Do you also have Vista SP2 on the desktop? Whichever OS you have on it do you have a Microsoft installation CD/DVD for the OS? Wouldn't hurt to plop it in the tray then boot and see if you get lucky and the PC loads your options from the disk.

 

I do have the disks. The PC is relatively new (2 years?). They don't package them with new PC's anymore so making them was the first thing I did with the machine.

I will try to boot up with the computer with the disks. If you think getting the BIOS number is worthwhile I'll have a go at getting it. I don't suppose there's a remote chance those details are ever on the stickers on the reverse of the case? Anyway, I'll look there first.

Time wise as it's Sunday evening and I have more pressing things I ought to be doing although I really want to get at the computer I can't go through running the startup disk. I don't know how long that will take.

After dinner I see if I can find the BIOS version number.

Thank you for the time your giving up to deal with this and for the help you're giving. It is appreciated.

 

If you have restore disks you have made, I believe they will write over your personal files if you actually use them to do a restore process. Check with your manufacturer or whoever made the software you used before you use them, assuming your PC will boot to them without changing the boot order in BIOS.

If you have tried another keyboard, then yes, get the BIOS number when you attempt to boot with the disk in the tray. You can then check the drivers page for your PC at the HP site to see if there is a newer version of BIOS you can install.

I had the same trouble awhile back and had to update the BIOS. Did the same thing you did and put it off until I had a conflict with the keyboard. Could be it's another problem, but it's worth looking into...

Microsoft information on BIOS:

http://windows.microsoft.com/en-us/windows-vista/bios-frequently-asked-questions

 

I certainly do not want to write over my personal files. Unfortunately, I don't know what other options we have. I might put the disks in and see what happens. I think it will give me options rather than go straight ahead and overwrite everything. I'm wondering if it's worth at least finding out what options they'll give me.

I haven't tried another keyboard because I thought it was a software matter rather than a hardware one. It's my understanding that it's the way your computer is set to boot up, i.e. that determines at what point your peripheral devices will work. I will try another keyboard if I have one; I shall have to look for one.

If I can get another keyboard to work I'll log on in to Safe Mode and use Revo to get rid of avast. I hope it is avast that's caused this problem too; it's just a case of getting into Windows.

I didn't know you had to update your BIOS. You learn something new everyday.

I'm going o see if I can find another keyboard and access my computer with it. If not I'll see what options starting up with the first of the recovery disks gives me. If I can't access the computer I see no point in finding what BIOS it has because if I can't access the PC I can't upgrade the BIOS.

I'm going to have a look at that link you provided.

I've just realised I don't think I've ever told you what operating system my desktop has it's: Microsoft Windows 7 (64 bit) with SP1.

 

mark59...

Yes, try booting with the disk in the tray. You should be presented options if the PC boots to it. When the PC first starts see if you can get the BIOS number, but first try a different keyboard if you can get your hands on one. I understood that the keyboard is working in Windows, so I don't think that's your problem, but it is worth a try.

Let me know if your PC boots to the restore disk, but don't run it, yet.

As for BIOS, just see if you can get the BIOS number. The best advice on BIOS is to leave it alone unless you have some sort of problem. Losing the keyboard during boot would drive me crazy, so that's why I recommend updating it in your case if there is an update. You just lose too many boot options without a keyboard. My PC is an HP, and followed the MS instructions I posted, then just installed the BIOS from within Windows XP when I updated mine.

If you can boot to a recovery/rescue boot disk, though, you have many options. You will need to have access to a CD and a CD drive with burner capabilities, however, in order to make a rescue CD. Again, let me know if the PC picks up the restore disk you have during your boot attempt.

 

Don't ask how but I'm back in to desktop going to do some work on it now to hopefully keep it running.

 

OK, after all your help you, at least, deserve an explanation.

I put in the recovery disk. It gave me a number of options. One was to try and run the computer from my hard drive and another to run from the recovery disk. Because I was worried about losing data I opted for run from hard drive.

It told me to remove the reovery disk and exit the recovery wizard. I thought here we go we're going back to BSOD. But, no, a number of options came up and one was to use System Restore. I selected this and chose 21st March the oldest one it offered. The PC was good back then so that's what I went for. It restored and I was able to log on.

I've used Revo Uninstaller to uninstall avast. At this stage I don't want to use the remnants removal tool. That requires restarts and I'm too nervous to do that for now. I intend to leave the PC switched on.

Now I've got over the initial euphoria I'm not sure what to do as I'm reluctant to run the remnants removal tool. I suppose the best option would be to check for malware. I'm also backing-up everything to removable hard drive.

Here's some data about my desktop PC courtesy of Belarc Advisor.

Computer: Hewlett Packard Pavilion Slimline s5770uk-m

Operating System: Windows 7 Home Premium (x64) Service Pack 1

Processor: Intel Pentium Dual-Core 3.2 GHz

RAM: 3038 megabytes

BIOS: American Megatrends Inc. 6.05

 

Ah the wonders of having access to the CD/DVD on boot! Great, very glad to learn you were able to get in.

Yeah, I guess your head is spinning a little bit. If you run scans for malware (good idea), if anything turns up, you'll likely be asked to reboot after removal. Eventually, you'll have to bite the bullet and reboot anyway, so hopefully removing avast! with Revo will be enough to restore your boot.

After your scans, you can run the removal tool I suppose with fingers crossed...

Checked on your BIOS. I was presented with this list at the HP site:

http://h20000.www2.hp.com/bizsuppor...kId=135&prodTypeId=12454&prodSeriesId=5035352

From the list, I chose the 5770 uk as your model as there wasn't a 5770 uk-m listed. That took me ultimately to this page with your drivers(?):

http://h20000.www2.hp.com/bizsuppor...sId=5035352&swLang=8&taskId=135&swEnvOID=4063

There is a BIOS update 6.10 according to this list, assuming it is the correct one for your PC. It looks like all the 5770s link to this same drivers page. That gives me peace of mind such that, if it were me, I would feel comfortable installing the software. That's simply because I would be crazy without the keyboard during boot. It's of course completely up to you whether or not to install this BIOS software. If you are uncomfortable, don't do it. For sure I would wait until I was sure I had the boot problem sorted out. If you do install it, just make sure all programs are closed, and the PC is at a quiet state.

A while back a very experienced member recommended this to me:

http://falconfour.wordpress.com/2013/03/31/falconfours-ultimate-boot-cd-usb-v4-6-f4ubcd/

I have this, and it's a complete jailbreaker of a disk. Really great tool to have. If you have a problem, just pop in the rescue CD, and you can do anything basically.

It's a torrent as you can see in the Facebook instructions for downloading the .iso:

https://www.facebook.com/F4UBCD

I wouldn't let the fact that it's a torrent put you off if you think you could use this kind of tool. That's just how the developer set it up for distribution. If you do download it, just burn the .iso to a CD/DVD, and you are ready for anything.

Let me know if I can help you with anything now that you have found your way into the desktop...

 

Well obviously a great big thank you for all your help.

I know at some point I'm going to have to do a restart I just want to make sure nothing more serious than an avast clash was behind it.

I don't know if you recall but when I got the laptop back I had a problem with MBAM. I have exactly the same problem with my desktop. The actual error message is:

 

mark59...

This should do it for you:

http://botcrawl.com/how-to-fix-the-...orrupt-would-you-like-to-download-a-new-copy/

 

Thank you for finding that. I'm afraid I think I've misled you. I was reporting it as a common symptom of both computers. I ought to have been clear about that. I wondered it it would give any clues.

I have already resolved the problem with MBAM. Sorry again for misleading you.

 

I would like to ask you a couple of questions about updating BIOS.

The only one that I can find is the same one you have found. I have a number of reservations. I know next to nothing about the BIOS. But, the one offered is a different make from the one I ask. It says there were no previous versions. My motherboard is a different make.

I ran a utility on my desktop called HP Update. It checks for software and driver updates. It said there were no updates.

I feel stuck between a rock and a hard place. I don't know what level of risk there is when it comes to updating a BIOS.

Is there nothing else that would fix the keyboard not working earlier?

 

mark59...

I think I would take that one to the HP message board and see if they can sort it out for you. Under the circumstances, since your HP Update says you are good, until you have a definitive answer for your model, I would just wait. If you do post there on the HP board, remember to mention your keyboard problem. Hopefully, you won't just get some spiel or schtick from them, but those can contain important information, too. Many times it takes some persistence to get one of the experts on the HP board to answer like a human being. I think only Microsoft Answers is worse.

I have a very common HP desktop a DC7700, so I know when I go to HP for drivers, I'm getting the same information as hundreds of thousands of others. That made it easier for me to make the decision. I was sure I had the correct BIOS for this machine.

Have you run across the need to boot yet? I think removing avast! will resolve your problem short term, although you still will need to run the removal tool and then re-install o/c.

Also, have you been able to scan with MBAM?

 

Yes, I can get MBAM to scan.

I'll post on HP message board and see what happens.

Not had the need to restart yet. Can't use it for now. A little two year is awake and is watching Tom and Jerry. I'm the one who wants to get to bed!

 

OK...

Advise if you require assistance at any point getting things back on track...

 

There is absolutely no doubt that avast! Free Antivirus caused my computer to go in to the BSOD. This morning I got the BSOD on my laptop again. I could get in to Safe Mode. I tried cleaning the computer up, temp, junk files, etc. using Advanced SystemCare, WiseCare and CCleaner. No joy! Everytime I restarted I got the BSOD.

I've just gone into Safe Mode, deleted avast! Free Antivirus using Revo Uninstaller. My laptop rebooted as normal afterwards.

I'm finished with avast.

 

OK...

First time I have heard of this mark59. avast! is having a conflict with something on your system, but you have done everything possible to keep it. Using the removal tool means you know that there isn't anything else you could have done.

I think I asked before if you have Vista on both PCs. Is this the case? Just doing some research to see if I can find any other cases, so I need to know. Also, just one other question...just for the record...do you run any other security types of software on boot? If you have CCleaner, there is a Startup utility that shows which programs run on startup. In Windows, Run->type msconfig->Startup tab.

Went by the avast! site and found some other cases, but most were associated with avast! 7, not 8. There were apparently some cases in the Beta for version 8, and I do know that installing the Pro version over the free can cause problems, but you for sure didn't do that this second time, so...

Apologies I couldn't help you find resolution on this issue. Please do post the information requested above, and I will do some digging and post back what I find, just so you will have as much peace of mind as possible going forward.

 

It must be version 8 because avast hasn't given me problems before. But, I'm as certain as I can be it's avast. As soon as I removed it from my laptop this morning I've successfully rebooted several times with no problems. I also took the plunge this morning and restarted the desktop, which doesn't have avast on it, and it restarted no problem and has done several times since.

I have Vista on the laptop and Windows 7 on the desktop.

I've been waiting for this question. Yes, I do have other security software. I have Agnitum's Outpost Security Suite 7.1 Free. I know that having more than one anti-malware programme is likely to cause conflicts. Because I know this I have the anti-malware functions in Outpost switched off. I only have the firewall function switched on. I've had this set up on both my computers for several years. So I do know there's no conflict. I do this because I'm happy with Outpost and as far as I am aware they no longer do just a firewall; there's only the security suite.

I'm completely, totally certain that I didn't do this. I'm far too careful about these things. In addition, you have to pay for the Pro version and I've certainly not paid for anything.

No need for apologies although it is kind of you to do so but it's not your fault.

Thank you for doing this.

I have now turned on Agnitum's anti-malware functions. I thought rather than find a replacement for avast why not utilise the functions of software I already have.

 

OK...

Well, looks like you are covered. I don't know much about Outpost, but it sounds like a service you like and that's the most important thing.

Do you know what kind of internet protections you have with Outpost? Just something you might Google about to see. There are programs you can add for internet protection specifically and possibly run with Outpost. I think Comodo has one...

Main thing is you are back to normal boots...

Good luck and start up a new thread if you decide to change your protection scheme, or whatever. I'm sure you'll get some very good input...