BSODs, Crashes, and Freezes

This Article Applies to:

Microsoft Windows Operating Systems

General BSODs and Crashes

If you encounter a BSOD or system crash you believe is caused by AVG drivers or services (for example, if the BSOD screen displays an AVG driver), we require a full or kernel memory dump to analyze the issue. See Creating Memory Dumps on Windows for details on creating this dump file. Gather the file from C:\Windows\memory.dmp and send it to Business Technical Support for analysis.

Workaround

If the system can boot, you can uninstall AVG components depending on which driver was indicated as the cause.

AVG Drivers

On-Premise Console

Service	.exe	Notes/use	Service name
AVG Business Management Console	C:\Program Files\AVG\Management Console\console\bin\AVGMCService.exe	Main On-Premise Console service	AVGMC
AVG Business Management Console PostgreSQL	C:\Program Files\AVG\Management Console\PostgreSQL\bin\pg_ctl.exe	PostgreSQL service used for On-Premise Console database	AVGMCPostgreSQL

Antivirus

Service	.exe	Driver	Notes/use	Service name
AVG Antivirus	C:\Program Files\Avast Software\Avast\AvgSvc.exe	C:\Windows\System32\drivers\avgmonflt.sys	Core AVG Antivirus service	“avg Antivirus”
AVG Firewall Service	C:\Program Files\Avast Software\Avast\avgServ.exe	C:\Windows\System32\drivers\avgNetHub.sys C:\Windows\System32\drivers\avgNdis.sys (Legacy OS)	Firewall service	“avg Firewall”
aswblDSAgent	C:\Program Files\Avast Software\Avast\aswidsagent.exe	C:\Windows\System32\drivers\aswbidsdriver.sys C:\Windows\System32\drivers\aswbidsh.sys	Behavior Shield, Browser Defense (ex Password Protection)	aswblDSAgent
AVG Tools	C:\Program Files\Avast Software\Avast\aswToolsSvc.exe		AVG Tools (non-Antivirus): Browser Cleanup, Software Updater	“avg Tools”
AvgWscReporter	C:\Program Files\AVAST Software\Avast\wsc_proxy.exe		Windows Security Center reporting service	AvgWSCReporter
Not listed in services.msc
avgArPot		C:\Windows\System32\drivers\avgArPot.sys	Anti-Rootkit service	avgArPot
avgbuniv		C:\Windows\System32\drivers\avgbuniv.sys	Universal driver	avgbuniv
avgElam		C:\Windows\System32\drivers\avgElam.sys	Early Launch AntiMalware driver — starting AVG driver before others	avgElam
avgKbd		C:\Windows\System32\drivers\avgKbd.sys	Keyboard filter driver — obsolete	avgKbd
avgRdr		C:\Windows\System32\drivers\avgRdr2.sys C:\Windows\System32\drivers\avgRdr.sys (legacy OS)	Redirect driver — Email Shield, Web Shield, SecureDNS	avgRdr
avgRvrt		C:\Windows\System32\drivers\avgRvrt.sys	Revert driver — used for performing filesystem/registry pending operations during boot phase	avgRvrt
avgSnx		C:\Windows\System32\drivers\avgSnx.sys	Virtualization drive — Hardware-assisted virtualization, CyberCapture/DeepScreen	avgSnx
avgSP		C:\Windows\System32\drivers\avgSP.sys	Self-defense driver	avgSP
avgStm		C:\Windows\System32\drivers\avgStm.sys C:\Windows\System32\drivers\avgStmXP.sys (legacy OS)	Stream filter — Web Shield, SecureDNS	avgStm
avgVmm		C:\Windows\System32\drivers\avgVmm.sys	VM Monitor — hypervisor for virtual use of components	avgVmm

Business Agent

Service	.exe	Notes/use	Service name
AVG Business - ClientManager	C:\Program Files (x86)\AVG\Business Agent\ClientManager.exe	Main connection to Cloud Console for online/offline status and NOS connections	ClientManager
AVG Business Console Client	C:\Program Files\AVG\Antivirus\bcc.exe	Communication between bcc	avgbcc
AVG Business Console Client Antivirus Service	C:\Program Files\AVG\Antivirus\bccavsvc.exe	Communication between bcc and Antivirus	“AVG Business Console Client Antivirus Service”

If the system cannot boot, access the disk outside of Windows via Recovery Options/Bootable Media and rename the AVG drivers (above), then reboot the system to verify if it can boot. While in this state, you can also copy the memory dumps if present.

System Freeze

Different to an actual crash, if your device freezes you must manually create a memory dump (for example, using the keyboard CTRL + scroll method). If the system freezes after an AVG installation or update, or you suspect AVG is the cause of the freeze, Business Support will require further information.

Troubleshooting

The steps here are intended to determine what is causing the issue, rather than providing a permanent fix.

Disable all non-AVG and non-Microsoft applications from MSConfig and reboot the system. Then verify if there is any change in behavior, as another application could be causing the issue
Open the AVG Business client and check if disabling any specific component or feature will resolve the issue
Uninstall components from the policy (if managed) or locally from the device (if unmanaged)
Reboot the system
Verify if the issue is resolved

Gathering Dump Files

Use the details in Generating Kernel Memory Dumps on Windows to enable the keyboard dump method. Then, once the system freeze issue occurs or is induced, create the dump.

System Freeze During Login

If the system freezes during login, access the disk outside of Windows via Recovery Options/Bootable Media and rename the AVG drivers (see the AVG Drivers section above), then reboot the system to verify if it can boot. While in this state, you can also copy the memory dumps if present.