This site is for AVG Business products only. For articles on Avast Business products, see Avast Business Help. If you are in the right place but cannot find what you are looking for, please contact AVG Business Support for further assistance.

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

 

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.

  1. 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
  2. Open the AVG Business client and check if disabling any specific component or feature will resolve the issue
  3. Uninstall components from the policy (if managed) or locally from the device (if unmanaged)
  4. Reboot the system
  5. 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.