EAV v4 continuously reboots PC

Discussion in 'ESET NOD32 Antivirus' started by ti_marner, Mar 15, 2009.

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  1. ti_marner

    ti_marner Registered Member

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    I'm hoping someone here has had a similar issue and knows what the problem is here, I've been running EAV v2.7 for around two years now and have been pretty happy with it so far. I hope this issue doesn't dent my faith in eset's software.

    A couple of days ago I found out that it was ok to upgrade the software to a newer engine as long as you have a current licence. "Great!" I thought. So I downloaded it, uninstalled EAV v2.7 and did a clean install of EAV v4. All was dandy until after install, when I needed to reboot the PC. Unfortunately though, with EAV v4 installed my PC boots to the point where the Windows XP login screen is about to appear, then resets (it does this continuously if left alone).

    Restoring to a previous known good configuration, completely removing the software and trying over didn't seem to help, so I've now downloaded EAV v3 and this seems to work absolutely fine. So does anyone know what's so different about version 4 of the software that it should cause such a big problem?

    Thanks in advance.

    System:
    · 2.8GHz Intel P4
    · 2GB RAM
    · Windows XP SP2
    · No other installed AV / Firewall software
     
  2. EasternOkie

    EasternOkie Registered Member

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    I had the same problem with ESS4. I posted on ESS page and received no replies. I contacted Eset and it was 4 days before repy. I sent in Sysinspector file and a couple of days later they told to to call a support number. I was on hold 38 minutes and gave up. What I did find is that if you install over the older version(V3 in my case) then reboot and if it fails again hit F8 on the next boot and pick the "Last known good.." it will boot and run vesrion 4. I ran it for several days . But I had to remove ESS 4 later because it kept disconnecting from the internet. Good Luck.
     
  3. EasternOkie

    EasternOkie Registered Member

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    Under the anitvirus and anitspyware section un-check the self-defense box and see if you can get it to boot.
     
  4. xMarkx

    xMarkx Registered Member

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    Hello,

    Maybe your computer is set to restart after receiving a stop message. You should probably change the setting for this so that the computer will not restart and you can see the full stop message which could pinpoint the problem. To do this: Right-click "My Computer">Advanced>Settings (under Startup and Recovery)>Untick "Automatically Restart".

    Perhaps there is something in Event Viewer that could indicate the problem. Start>Control Panel>Administrative Tools>Event Viewer under System. Now look for a bugcheck file on the day(s) your computer restarted itself.

    If you have a minidump file, try sending it to ESET so they can analyze it for you and fix the problem. It's in C:\WINDOWS\Minidump.

    Regards,

    Mark.
     
  5. EasternOkie

    EasternOkie Registered Member

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    I took your advise and turnered off automatic restart and here is the error message: "Page_Fault_In_Nonpaged_Area
    Stop:0x00000050(0XFFFFFFE8,0X00000001,0X805266AA,0X00000000)"

    I saved by the event and application logs and I set all the info to Eset, yesterday, but not reply yet.

    I had rechecked to start the "self-defense box" and then rebooted. I then stopped after a couple of reboots.

    This is the only program that causes this problem. I have no other indications of memory problems. Remove this item and all is well.

    The boot time was at 5:20 PM

    Here are the logs:

    *******************************************************
    System Event Log

    Information 3/25/2009 5:32:04 PM WinDefend None 3005 N/A xxxxxx
    Information 3/25/2009 5:31:59 PM Service Control Manager None 7036 N/A xxxxxx
    Warning 3/25/2009 5:31:58 PM WinDefend None 3004 N/A xxxxxx
    Information 3/25/2009 5:31:54 PM Service Control Manager None 7036 N/A xxxxxx
    Information 3/25/2009 5:31:54 PM Service Control Manager None 7035 SYSTEM xxxxxx
    Information 3/25/2009 5:31:53 PM Service Control Manager None 7036 N/A xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7036 N/A xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7036 N/A xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7035 SYSTEM xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7035 Ken xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7036 N/A xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7036 N/A xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7035 SYSTEM xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7035 SYSTEM xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7036 N/A xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7035 SYSTEM xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7035 SYSTEM xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7036 N/A xxxxxx
    Information 3/25/2009 5:31:52 PM Service Control Manager None 7036 N/A xxxxxx
    Error 3/25/2009 5:31:52 PM Service Control Manager None 7026 N/A xxxxxx
    Error 3/25/2009 5:31:48 PM Service Control Manager None 7000 N/A xxxxxx
    Error 3/25/2009 5:31:48 PM Service Control Manager None 7000 N/A xxxxxx
    Information 3/25/2009 5:31:26 PM eventlog None 6005 N/A xxxxxx
    Information 3/25/2009 5:31:26 PM eventlog None 6009 N/A xxxxxx
    Information 3/25/2009 5:30:34 PM eventlog None 6006 N/A xxxxxx
    Error 3/25/2009 5:30:30 PM DCOM None 10005 SYSTEM xxxxxx
    Information 3/25/2009 5:30:28 PM Service Control Manager None 7036 N/A xxxxxx
    Information 3/25/2009 5:30:27 PM USER32 None 1074 SYSTEM xxxxxx
    Error 3/25/2009 5:29:39 PM DCOM None 10005 SYSTEM xxxxxx
    Error 3/25/2009 5:29:38 PM DCOM None 10005 SYSTEM xxxxxx
    Error 3/25/2009 5:29:38 PM DCOM None 10005 SYSTEM xxxxxx
    Error 3/25/2009 5:29:38 PM DCOM None 10005 SYSTEM xxxxxx
    Information 3/25/2009 5:29:10 PM Service Control Manager None 7036 N/A xxxxxx
    Information 3/25/2009 5:29:10 PM Service Control Manager None 7035 xxxxxx xxxxxx
    Error 3/25/2009 5:29:04 PM DCOM None 10005 SYSTEM xxxxxx
    Error 3/25/2009 5:21:00 PM Service Control Manager None 7026 N/A xxxxxx
    Error 3/25/2009 5:21:00 PM Service Control Manager None 7001 N/A xxxxxx
    Error 3/25/2009 5:21:00 PM Service Control Manager None 7001 N/A xxxxxx
    Information 3/25/2009 5:20:42 PM eventlog None 6005 N/A xxxxxx
    Information 3/25/2009 5:20:42 PM eventlog None 6009 N/A xxxxxx
    Information 3/25/2009 5:06:35 PM eventlog None 6006 N/A xxxxxx
    Information 3/25/2009 5:06:10 PM Service Control Manager None 7036 N/A xxxxxx
    ******************************************************
    Application Event Log

    Warning 3/25/2009 9:15:18 PM Userenv None 1524 xxxx xxxxx
    Error 3/25/2009 9:07:20 PM Application Error (100) 1000 N/A HOMEOFFICE
    Information 3/25/2009 5:33:58 PM MsiInstaller None 11707 xxx HOMEOFFICE
    Information 3/25/2009 5:32:42 PM gusvc None 0 N/A xxxx
    Information 3/25/2009 5:32:14 PM gupdate1c995472a35d05a None 0 N/A HOMEOFFICE
    Information 3/25/2009 5:31:52 PM iPod Service None 0 N/A HOMEOFFICE
    Information 3/25/2009 5:31:48 PM SecurityCenter None 1800 N/A HOMEOFFICE
    Information 3/25/2009 5:31:47 PM Viewpoint Manager Service None 0 N/A HOMEOFFICE
    Information 3/25/2009 5:31:47 PM LightScribeService None 4 N/A HOMEOFFICE
    Information 3/25/2009 5:31:44 PM gupdate1c995472a35d05a None 0 N/A HOMEOFFICE
    Information 3/25/2009 5:31:44 PM gusvc None 0 N/A xxxx
    Information 3/25/2009 5:31:39 PM ATI Smart None 105 N/A HOMEOFFICE
    Information 3/25/2009 5:30:27 PM MsiInstaller None 1005 xxx HOMEOFFICE
    Information 3/25/2009 5:30:27 PM MsiInstaller None 11728 xxx HOMEOFFICE
    Information 3/25/2009 5:20:47 PM Winlogon None 1001 N/A HOMEOFFICE
    Warning 3/25/2009 5:06:31 PM Userenv None 1517 SYSTEM xx
    Warning 3/25/2009 5:06:24 PM Userenv None 1524 xx xx
    Information 3/25/2009 4:32:10 PM gusvc None 0 N/A xx
    Information 3/25/2009 4:31:00 PM gusvc None 0 N/A xx

    If you have any ideas I would appreciate it.
     
  6. bradtech

    bradtech Guest

    Hello EasternOkie, I'm an Okie myself!

    You should go download the Microsoft Debugger utility, load your operating systems Symbols, and look at your minidump file to see what is causing your issues.
     
  7. EasternOkie

    EasternOkie Registered Member

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    Good to hear from another Okie! I have downloaded the Debugger, I am not familiar running it so it may take some reading on my part and maybe some help from others. I did not have a minidump on last failure, so now I have set up system to make one. Since ESS4 will crash I must remove it in safe mode and reinstall in normal mode. I will try later today to see what I can find. I have talked the Eset tech support here(USA), but they have not suggested any methods to capture the problem other than sending Sysinspector reports. Which I have sent two. I have also sent them my system and application event logs with the error. For now no word from them.

    I know I am in the wrong forum, but I got no replies in ESS4 and I saw here where someone else was having the same problem as I, so I wanted to share what I had found.
     
  8. EasternOkie

    EasternOkie Registered Member

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    Set self-defense on and rebooted. System BSOD. Went to safe mode uninstalled. Then rebooted to normal. Now ESS4 will not complete reinstall and it rolls back. I had installed the firewall patch prior to this. I removed Eset folders and removed Eset from Registry HLM software and HCU software and still install failed. Uninstalled with JV16 Powertools 2009 failed again. The installer tells me the system is not setup for o_O??(can"t remember exact wording) and rolls back. I had to install ESS3. Also did not get minidump. Must I have auto restart on to get it? I think Eset's patch has caused a reinstall problem.
     
  9. ronjor

    ronjor Global Moderator

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    My advice would be to use the Microsoft Windows Installer Utility at this point. Remove any reference to ESET only. Try again to install the program.

    Further info on your error message can be found under PAGE_FAULT_IN_NONPAGED_AREA

    I would avoid any registry cleaners when having install problems.

    Any other information on your system would be helpful.
     
  10. EasternOkie

    EasternOkie Registered Member

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    I appreciate your reply.
    There was no entry for Eset in Windows Install Cleanup. So as last resort I used the registry cleaner uninstaller utility I spoke of. It is a very good one. I understand the error message, but I have no hardware failures. It is only caused by self-defense module in ESS4 during boot up. I have sent to Eset Tech support, but so far no reply.
     
  11. ronjor

    ronjor Global Moderator

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    On which operating system?
     
  12. EasternOkie

    EasternOkie Registered Member

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    Operating system is XP SP3 with latest updates. I sent email to Eset yesterday about the installing problem, but no replies today. So for now I am using ESS3.

    Thanks for your interest, if you have any suggestions please let me know.
     
  13. ronjor

    ronjor Global Moderator

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    Same here and I don't have that install or rebooting problem.

    I wonder if you have remnants of other software that may conflict with the program.
     
  14. EasternOkie

    EasternOkie Registered Member

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    Yes, you may be right. But I do not have any problems with any other programs just ESS4. ESS3 has always ran fine.
    I'm not sure how to find out which program it might be. I have tried turning off most of the auto-start programs and removing several others with no luck. I have sent several Sysinspector reports alone with the system and application event logs during boot up failures. I have spent way too many hours on this, but I haven't given up yet.
     
  15. ronjor

    ronjor Global Moderator

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  16. EasternOkie

    EasternOkie Registered Member

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    I will try to see if I can install in safe mode , but the BSOD on every boot up from the self-defense module will still be there. Also remember the install problem occurred only after I installed the new patch and did an uninstall. Before this patch I had no problems with the install only with the boot up BSOD(continuous reboots with auto-restart on). Any hope that an update will be available soon?
     
  17. EasternOkie

    EasternOkie Registered Member

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    The new version 4.0.417.0 fixed the install problem I had after the patch, but not the self-defense module problem. When activated it still causes the boot up failure.

    "Page_Fault_In_Nonpaged_Area
    Stop:0x00000050(0XFFFFFFE8,0X00000001,0X805266AA,0X00000000)" :mad:
     
  18. stuman

    stuman Registered Member

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    I'm also experiencing the exact same problem that EasternOkie is having. I'm using WinXP SP3 with all the latest updates. I was happily using NOD32 V3 and decided to check out and install V4 (uninstalling V3 beforehand using the uninstall utility that came with V3). After installing V4 and updating it to the latest, I decided to reboot and upon starting up I get the 'Page_Fault_In_Nonpaged_Area' BSOD. After restarting and getting these BSODs each time, I uninstalled V4 in Safe Mode and then I was finally able to get back in to Windows (Normal mode). I went back to V3 and haven't experienced any more BSODs. Hopefully, this can be tracked down. Let me know if you need any additional system info.


    stuman
     
  19. Marcos

    Marcos Eset Staff Account

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    I'll drop you a PM.
     
  20. stuman

    stuman Registered Member

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    Please keep me informed as well since I have the exact same issue.
     
  21. EasternOkie

    EasternOkie Registered Member

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    My system does not make a memory dump with this error. It does for other errors.
    Stuman does your system make a memory dump with this error?
     
  22. stuman

    stuman Registered Member

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    No memory dump is generated. Did you pm Marcos?
     
  23. EasternOkie

    EasternOkie Registered Member

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    Stuman:

    Thanks for the reply.

    This is some of what Marcos sent to me.

    "Hello,
    since v3/v4 has been working flawlessly for millions of users, I assume it's not a common problem affecting lot of people and is most likely causes by an interference with other software or drivers. In order for us to tell the cause, please compress the dump, put your nick in its name and upload it"

    I told him that it would not make a dump and offered to send any other info that might help isolate this problem. Event and boot up logs, but I did not get a reply.

    They seem to think that since we are in the small minority, it is our own problem.
    For me ESS 3 works flawlessly. There is something in ESS 4 that is causing the problem, but they seem to have little interest in either fixing it or helping me find the problem!

    I just wanted to see if only my system was not producing the dump. From your reply it seems the program is causing such a bad problem that the dump doesn't function. I'm not sure where to go from here. I have worked on this problem for many hours without a resolution in sight.

    It is obvious from all the problems in this forum that the program was not ready for final release.

    Again Eset I would appreciate some useful help.
     
  24. stuman

    stuman Registered Member

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    Thanks for replying. I totally agree with what you said. Apparently, there's something on our systems that's conflicting with V4. I have a feeling we are not the only ones experiencing this problem. Eset should make more of an effort to track this down. I'm more than happy to provide whatever system info is needed. Till then, I'll stick with V3. Hopefully by renewal time, which is a few months away, V4 will be improved (without BSODs ;) ). Otherwise, I'll have to look elsewhere.
     
  25. EasternOkie

    EasternOkie Registered Member

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    I received an email from support today again to use Windows Installer Clean Up Utility for this fix. I have done this so many times that it is not funny now. I did an normal uninstall then ran the utility and it had no entry for Eset. So I manually removed all folders on drive with Eset and went into registry and removed the two folders that I was told to remove many weeks ago. Downloaded "fresh" copy of ESS4 and it started it's install. Near the completion it apparently found a problem and rolled itself back. Install failure again! Back to ESS3. Now I have two problems with it.

    The boot failure occurs so early in the boot process that Windows will not make a dump file. I'm wondering if any of my drivers are even loaded at that time and that maybe ESS4 is conflicting with the Windows boot drivers.

    I would appreciate any help out there to resolve these issues.:(
     
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