Blue Screen

Discussion in 'ESET Smart Security' started by como, Jan 11, 2011.

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  1. como

    como Registered Member

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    I reported this to Support last Wednesday or Thursday but to date have not had a response so I am hoping that someone here may be able to help.

    OS is Windows 7 Home Premium.

    Basically, before Christmas ESS version 4.2.67.10 crashed either whilst or immediately after updating the database and caused a Blue Screen, every time I restarted the computer the same thing happened soon after starting, not giving me any time to check the settings.

    I uninstalled ESS from Safe Mode and installed AVG free and started Windows firewall to give me some protection until I found a solution. I searched the forum without success, after using the ESET cleanup tool and manually deleting traces of ESET from the "User" files, I downloaded a new file from the download page and installed that.

    Opened ESS main window and once again got a Blue Screen, Now back to AVG Free and Windows firewall. Any suggestions please?
     
  2. Woodgiant

    Woodgiant Guest

    Hello como
    Try to uninstall Ess 4 again in safemode, (if you still have it on your system) afterwards you may still need to delete the ehdrv driver from your system manually. That should completely remove Eset from your system, before you try to install again.
    Here is a link to uninstall the ehdrv driver: http://kb.eset.com/esetkb/index?page=content&id=SOLN2616

    Best Regards and hope it may help you:)
     
    Last edited by a moderator: Jan 11, 2011
  3. como

    como Registered Member

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    Woodgient

    Thank you for your reply, I have just checked and I do not appear to have the driver on my system either in system32\drivers folder or device manager. I have already un installed ESS from safe mode, the computer is not stable in normal mode with ESS installed and Blue Screens within a few minutes of booting
     
  4. COSMO26

    COSMO26 Registered Member

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    como, can you clarify if you used the Special Uninstaller (a download) from SOLN2289 while in Safe Mode? If No, how did you Uninstall when in Safe Mode.

    If all fails, ESET Sppt 866-343-3738: key 2 for Sppt // 1-619-876-5400 . SPPT...2 / Sales 1 ...

    They once had me Dnload an App that let them see my computer and they then directed a lot of Deletes before Re-Installing. Good luck.
     
  5. como

    como Registered Member

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    COSMO26

    For some strange reason I received a email notification that you had replied as follows

    "QUOTE: [Try to uninstall Ess 4 again in safemode] .........

    In the "Nothing is simple anymore" category - can anyone clarify if Uninstall via Start/All Programs works "AS IS" in Safe Mode (Never has for me) OR if the Command Line approach/Special Uninstaller in KB SOLN2289 IS THE ONLY WAY.... as I suspect.

    (http://kb.eset.com/esetkb/index?page=content&id=SOLN2289#Win_7

    NOTE: KB Solution ID: SOLN2098 IF ERROR 1084 is noted: ( The Windows Installer Service needs to be running in order to uninstall in safe mode.)"

    But this does not appear above. Have you edited it?

    In reply to your postings I uninstalled with the Start/All Programs route from safe mode (as the computer Blue Screens before I can do anything in normal mode with ESS installed). After uninstalling I ran ESET's Uninstaller as this KB article

    http://kb.eset.com/esetkb/index?page=content&id=SOLN2289#Win_7

    I then searched in Explorer for ESET and found left over folders in various "User" folders, these I manually deleted.

    By the way I am in the UK and don't fancy ringing USA
     
  6. Woodgiant

    Woodgiant Guest

    Hello again Como
    I know you have reported this issue to Support, but It might be a good idea to contact your local Eset support center in Uk again. The reason for blue screen of death can sometime be like looking for a needle in a haystack. Your local Eset support center in UK offers Telephone Support and Remote Support. Here is the link for support in UK: http://www.eset.co.uk/Support
    Best Regards
     

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  7. COSMO26

    COSMO26 Registered Member

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    como, noting Woodgiant's post for UK Support I suspect that's the best route and they will likely repeat the same Delete steps US Sppt did with me.

    The Partial Post Below was Deleted, I thought, but started as an attempt to learn if Uninstall from Start/All Programs actually works in Safe Mode. It Never has for me as stated. Good luck!

     
  8. Jdeane

    Jdeane Eset Staff

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    @como

    can you let me know how you contacted the UK support, was it via phone or e-mail?

    PM me the e-mail address you would have used so I can go through the support tickets to see if it can be located.

    Alternatively call the UK support line on 0845 838 0832 option 3 and mention your original post on Wilders.


    Jon
     
  9. como

    como Registered Member

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    Have been away for a short time and apologise for not replying earlier

    Woodgiant

    Thanks for the suggestion I will contact UK support when I have more time. I hadn't realized that there is a separate support site in the UK until I noticed the drop down country list on the main site.

    Jdeane

    Will do
     
  10. como

    como Registered Member

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    I apologise for the delay in updating this post.
    I contacted support through “live chat” and software was uploaded to my computer, and my system drive scanned, after various references to Eset in the registry and files other places was deleted, (although I had previously used the cleanup tool).
    The latest version of ESS was installed and this seemed to have solved my problem, however just as support was about to go I the computer Blue Screened again.
    Eventually after further attempts to clean my system with the same result, he ran chkdsk a number of times, eventually a file scsiport .sys was thought to be the culprit and I was advised to reformat my hard drive and carry out a clean install of Windows 7.
    Whilst I was downloading the latest drivers before formatting the drive the computer crashed and couldn’t be restarted even with a boot disk, both the motherboard and system drive had given up the ghost and required replacing. Since then I have no problems with ESS
     
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