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General discussion

I think AVG has caused my laptop to crash???

Feb 7, 2011 3:53PM PST

I have a Toshiba laptop running windows 7 a couple of months old. I had installed the free version of AVG. Now when I start it up I get the windows error recovery screen followed by a black screen with a cursor.I have pressed F8 and gone to Advanced Boot Options and none of the options result in anything more than the same Black screen. Safe mode with command prompt finished loading at avgidseh.sys. I have emailed avg but got no response. Please can anyone help, my brand new computer is now useless.

Discussion is locked

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Re: error
Feb 7, 2011 4:03PM PST

I don't think it's caused by AVG software. I think it's something that comes after AVG successfully loads.

In your case, I'd use Toshiba's system recovery to bring the laptop back to factory conditions. After that, you've got to reinstall all your programs and restore all your data from your backup. So it takes some time, but after that your brand new computer is brand new again.

Kees

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Feb 7, 2011 4:14PM PST

where do I get Toshiba's system recovery from?

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Re: Toshiba's system recovery
Feb 7, 2011 4:24PM PST

That should have come with your laptop. The three common options:
1. A set of CD's/DVD's.
2. An instruction to make those CD's/DVD's yourself first thing when using the machine (or later if you can't wait using it, but not too late preferably)
3. An instruction on how to boot from a system recovery partition on the hard to start the recovery process.

The only one who can possibly know which of the three Toshiba chose for YOUR laptop is YOU.

Kees

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Feb 7, 2011 10:03PM PST

I think I was meant to do no.2 as it didn't come with anything. and of course as my name implies.... so now I have nothing to work with. Do you know if I can get a copy of windows7 without buying it again. All I have is a sticker on the back of the laptop as proof of licence with product key. As for the other posters advice I have no idea what he is on about. Better not give up my day job.

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Then it's time to contact ...
Feb 7, 2011 10:18PM PST

Toshiba's tech support. Or, if you can't find that, the shop where you bought the laptop. Explain what you want to do (system recovery back to factory conditions) and ask how to do that with your laptop.

Are you sure the laptop didn't even come with something like a user manual or a quick setup guide? Just the laptop, no cd's, no paper?

Kees

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All ends well
Feb 8, 2011 2:15PM PST

Well after a very long night I have finally got my computer back to new! After scouring around I came across a thread that suggested turning off computer, pressing and holding down the zero key while I turned on computer again. I did this and it went to the screen where it a says unable to start windows, may be caued by new software etc etc. Then it goes to a black screen with the cursor arrow just hanging. I thought ok another bum steer and went back to my old computer to continue to search were I could get a recovery cd from. I didn't turn the problem computer off and just as well because about 15 minutes later up pops the toshiba recovery page. It was a long but smooth process from there and now its all good. Needless to say I am not reinstalling AVG again. Not sure why this all happened but a big thank-you to Kees you steered me in the right direction.

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(NT) All is well that ends well. Good job. Thanks for telling.
Feb 8, 2011 4:20PM PST
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Re: I think AVG has caused my laptop to crash???
Feb 7, 2011 4:36PM PST

Hello noidea2011,

Please check similar thread on CNET forums. Especially this my post.

We are still trying to find something common at affected computers - could you please describe your environment on the computer?
- used protection applications (except AVG)
- used firewall
- any other application you think is important
- has AVG requested restart to remove some infection? (in logs is request for restart due to program update)

Thank you for your cooperation

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Feb 7, 2011 7:38PM PST

Only had AVG installed for protection. Firewall would have been whatever comes with windows 7. No AVG did not request restart. I was using computer to read trip advisor forums, shut down and then remembered something else I wanted to do, so started it up again and thats when it all happened or didn't happen! What do I need to do???

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Re:
Feb 7, 2011 8:12PM PST

Hello noidea2011,

Please check:

1) used hard disk for possible errors through Recovery Console from Windows XP Installation CD (see this Microsoft website).

2) check the SATA controller settings were not changed in BIOS

Thank you

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Hi Andrej.
Feb 7, 2011 8:25PM PST

Are you sure the instructions for using the Windows XP Recovery Console still apply in all detail to the Windows 7 laptop this member has? I've used a emergency chkdsk from the Windows 7 DVD, but somehow I doubt it.

Kees

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Re: Hi Ondrej
Feb 7, 2011 9:15PM PST

Hi Kees_B,

apologies for incorrect information about Windows XP CD. In case of Windows 7 please follow steps from part For even better and more efficient checking from this Microsoft website about disk checking.

Thank you

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EXACT same problems!
Feb 16, 2011 1:41PM PST

My girlfriend's HP laptop just started exhibiting the EXACT same problems this morning. I just got off the phone with "Bernard" at AVG customer support and was told that this is probably not an AVG problem but rather a Windows Registry probably and asked if I wanted to upgrade to AVG's premium service for assistance. No, all I want to do is bypass AVG completely, and even though there are several forum posts from AVG representatives regarding this issue, I guess I need to pay to actually hear someone's voice. Anyways, I digress...

Right now I'm trying to bypass AVG using their Rescue CD and Midnight Commander, as is outlined in this thread:

http://forums.avg.com/ww-en/avg-free-forum?sec=thread&act=show&id=132999#post_132999

http://forums.avg.com/ww-en/avg-free-forum?sec=thread&act=show&id=94159

and this website:

http://www.pcrepairmansblog.com/avg-update-crashes-pc-how-to-restart-windows-xp-vista-7-2003-2008-boot-disc-startup/

but I'm stuck because there is no WINDOWS or PROGRAM FILES folder. The only thing that is the mnt/sda1 folder is:


/..
/Boot
/System Volume Information
*bootmgr

There are other sda# folders but they turn up empty as well.

This is an HP laptop purchased in December running Windows 7 64bit. No new programs were installed prior to this problem. I just want to try to rename/bypass the AVG system files to see if the last update was the culprit. Any and all help is appreciated, thanks.

Lloyd.

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Feb 16, 2011 8:57PM PST

Hi, I don't know alot about these forums but you may need to start a new thread so it comes to the attention of more readers. Not sure if they are still reading my old post. Good luck I wish I could help you but I have no idea. A poster going by the name of Kees is very helpful. Good Luck

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RE: EXACT same problems!
Feb 16, 2011 9:42PM PST

Hello va4x4xj,

in case the Windows file system is not mounted correctly, you may try to use another Linux live distribution (e.g. the Ubuntu, Knoppix...) and rename the drivers. In case the file system cannot be mounted, you may try to use the Windows 7 startup repair to repair the possibly damaged file system.

Thank you.