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laptop crashes when AV is installed


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#1 hh749

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Posted 13 August 2011 - 02:59 AM

Hi this forum was recommended to me by spyware warriors forum. My daughters laptop had some viruses on it and started blue screen crashing. Then my husband decided to format the laptop but it was still crashing in normal mode after the format. We found out that its the AV programs that are causing the machine to crash. At first we thought it was just MSE, then i tried to install Avast and it crashed when that did the initial scan, since then i have had the laptop working in normal mode without it crashing but Avast is not showing in the task bar and is not showing in the program menu, it wont start up when i click on the icon which is just a paper with the corner turned over. And when i try to reinstall it windows says that it is already there, but i then get a message saying i need to go online to download anti virus protection as i dont have any. So i need help get this sorted out and the laptop working properly again. she has windows 7 home basic.

I hope you can help.

Heather.

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#2 Allan

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Posted 13 August 2011 - 05:25 AM

Are you sure you actually formatted? Sounds as though the system may still be infected. Also, after formatting did you install all drivers starting with the chipset driver?

You might want to post in our Am I Infected forum and let a malware specialist check you out. Also, if you reformat again be sure to delete and recreate the partition(s) first.

#3 hh749

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Posted 13 August 2011 - 09:50 AM

Hi yes im sure it not infected or as sure as i can be considering i was on spyware warriors for the last 2 weeks trying to fix it thinking it was a virus causing the problems, and after two weeks of doing all that i was asked they told me that they didnt think it was a malware problem and couldnt help and recommended this forum to get help. I have no idea what was installed when it was formatted as it was my husband that did it so i cant answer that expect to say that he used the laptops D drive to install from. so i suppose it could be a driver problem i dont know. Thats why im here to hopefully get the help i need to sort this out.

Thank you in advance

Heather.

#4 Jacee

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Posted 13 August 2011 - 11:34 AM

See if a bootable AntiVirus Rescue CD helps get past the problem ... http://www.techmixer.com/free-bootable-antivirus-rescue-cds-download-list/
There may still be traces of malware left.

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#5 hh749

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Posted 13 August 2011 - 12:52 PM

ok thanks but which one of that list should i use??? there isnt one for Avast or MSE. I dont want to use the wrong one and then make things worse than they already are.

#6 hh749

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Posted 14 August 2011 - 03:48 AM

I have tried to boot it from the cd to scan it as you have said but it wont boot from the cd. I think i may try reformatting again and see if that works. only i dont see how i can delete both partitions and then be able to install windows as the windows install files are on drive D surely if i delete both partitions and then make them i lose the windows install files along with the partition.

Edited by hh749, 14 August 2011 - 03:50 AM.


#7 Allan

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Posted 14 August 2011 - 07:53 AM

If D: is your restore partition then no, you don't delete that partition. But do delete and recreate the system partition.

#8 hh749

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Posted 14 August 2011 - 08:05 AM

ok thank you, do you think that this will solve the problem im having or possibly make it worse??

#9 Allan

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Posted 14 August 2011 - 08:17 AM

I have no idea whether or not it will solve anything, but I can't see how it could make it worse.

#10 hh749

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Posted 14 August 2011 - 08:32 AM

well i will give it a try and see what happens.

#11 hh749

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Posted 14 August 2011 - 01:03 PM

ok i need some help with the format and deleting the partition and then making a new partition. do i format from the recovery drive and will i be able to delete C drive while formatting from D recovery drive??? i have not done anything yet as i dont want to make any mistakes this is my daughters laptop and her first big purchase since starting work. So any help with this would be great.

Thank you in advance.

Heather.

#12 hamluis

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Posted 15 August 2011 - 01:31 PM

<<...I need some help with the format and deleting the partition and then making a new partition...>>

Since you are talking about a laptop...your opportunities to do anything other than restore-to-factory-defaults...will probably not exist.

System manufacturer and model?

Louis

#13 hh749

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Posted 16 August 2011 - 06:20 AM

Hi Louis,
It is a toshiba satellite c660-1QF

So basically i can only take it back to the factory default, but that has already been done by my husband, and we are still having the problem with the blue screen crash when any anti virus tries to scan or update.

Heather.

#14 Allan

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Posted 16 August 2011 - 06:44 AM

Sorry - just saw the thread. Yes, if you are working from a recovery partition as opposed to a W7 DVD then you cannot delete and recreate the partition(s).

One thing I'd like to do is make sure this isn't a problem with either the hd or ram. Let's run two tests please:

To run checkdisk, right-click on a command prompt icon and open as administrator. In the command prompt window type: chkdsk /r (then press ENTER). You'll be told the disk is in use and asked if you want to run checkdisk on the next boot. Say yes, exit the command prompt window, and reboot.

To check the ram, download memtest (http://memtest.org/). Burn it to a cd using a dedicated .iso burning utility (http://www.petri.co.il/how_to_write_iso_files_to_cd.htm), make sure the cd drive is at the top of the boot order in bios, then boot to the newly created cd and run the utility.

If the problem persists then it may indeed be a very stubborn virus - very possibly in the MBR. I suggest you post in our Am I Infected forum and link back to this thread. Let the malware experts at BC take a look. The fact that you can't complete an AV scan is worrisome.

#15 hh749

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Posted 16 August 2011 - 03:06 PM

Ok i have done both tests and both returned no errors, so i will go over to the am i infected forum and post there with a link to here. Thank you for your help.
Yes i agree it is worrying that i cant perform a scan what is even more worrying is that the anti virus is not showing up in the system at all not even in add and remove, yet i see it in the program files in the start menu. and the security center seems to be none existent as well. unless you go search for it. Almost all of these posts are made from my desktop, as im not happy about going online with the laptop without security.

Ok over to the other forum.

Heather.




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