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Jan E.Jan E. 

Internet Explorer will not run after AVG update and restart?

This morning (April 5th, 2016) AVG Internet Security requested a Restart to complete updates, which I did.  Last night's full computer scan had completed OK with no threats detected.  After Restart, Internet Explorer 11 will not run: the "e" button blinks when clicked but the program never opens a window.

IE11 does run OK in Safe Mode; Microsoft Help suggests therefore it's a security software problem, which would be AVG Internet Security (paid until 2017).  After Restarting Windows again in Normal mode, Google Chrome and Firefox browsers work correctly.

Computer is a Toshiba laptop running Windows 7 Home+Student edition, fully updated.  Your previous assistance with AVG was appreciated and I hope you can help me again?
Rajarajan SooiyachanthRajarajan Sooiyachanth (Avast)
Hello Jan,
We regret the inconvenience caused. We request you to report 'false detection' in http://www.avg.com/submit-sample .I have also just sent you an email with the instructions to get connected with our senior technical support team. Please follow the email instructions to get additional support to resolve the issue. Thank you.
Frank GeeFrank Gee
Like Jan E, I am unable to access Internet Explorer 11 whilst using AVG.  It works fine if I use Gogle Chrome and I have established thwt it is the AVG Firewall that is the cause - I halted that Firewall and used Windows temporarily, which allowed IE 11 to function properly.

If I try to open IE 11 whilst AVG Firewall is operational I receive an immediate "Internet Explorer has stopped working - Windows can check online for a solution to the problem".  But.. as IE is not working it is not possible to go online!  The problem details when viewed reads:  Problem Event Name:    BEX64
   Problem Event Name:    BEX64
  Application Name:    iexplore.exe
  Application Version:    11.0.9600.17910
  Application Timestamp:    5585a964
  Fault Module Name:    StackHash_534e
  Fault Module Version:    0.0.0.0
  Fault Module Timestamp:    00000000
  Exception Offset:    00000001000200a0
  Exception Code:    c0000005
  Exception Data:    0000000000000008
  OS Version:    6.1.7601.2.1.0.768.3
  Locale ID:    2057
  Additional Information 1:    534e
  Additional Information 2:    534eefb7a17049ee719f7c68e348677a
  Additional Information 3:    393d
  Additional Information 4:    393dee7d6b31c2616203ddcfa99a6c22

Any ideas for me?  I'm obviously not the only subscriber who is affected by this fault.

Frank Gee

 
Rajarajan SooiyachanthRajarajan Sooiyachanth (Avast)
Hello Frank,
We apologize for the inconvenience caused. We request you to make sure if you are using a latest version(2016) of your AVG program which is up-to date. Please let us know the build version of your AVG program. Thank you.
Jan E.Jan E.
Update from Jan E. regarding my problem posted April 5th, 2016: After posting the question on this Support forum and sending a Tech.Support request, an AVG technician responded online the next day and we worked through the problem together.  He was able to remotely log onto my laptop, with my permission, and I watched him repair the AVG Internet Security installation from his location.  He set up a list of exceptions to allow Microsoft Internet Explorer 11 to work normally.

I have been using my computer since then, with the problem having been resolved - I cannot remember the technician's name but I am grateful for the efficient and effective work he was able to do in just a few minutes.  Thank you!
KishoreKishore (Avast) 
Hello Jan,
Thank you for your kind post and for your support of AVG products. That's great to hear your issue has been resolved now. If you are facing any further issues with AVG program please let us know and we are happy to assist you.
Thank you.
Dave PowerDave Power
Please can AVG publish the details of the changes required to get AVG free to work with Internet Explorer 11, as I volunteer with a disabled charity who have been received a request for support for someone experiencing the same issues.  [i.e. She is able to use Opera, but IE just crashes]

Basically, Internet Explorer works OK if you suspend real-time scanning, but if real-time scanning is enabled, IE crashes with error 0xc0000005.

The problem started in late March following an AVG update.  This morning, I visited the client and I've reset IE, reinstalled IE, and reinstalled AVG.  The same problem still exists.
AvinashAvinash (Avast) 
Dave,
It is indeed disappointing when you have to contact us multiple times about the same issue. We would like to update you again that our technical team is vigilantly working on the issue for a fix and should be resolved in the future updates. Appreciate your understanding. Thank you.
Dave PowerDave Power
Are you recommending that I change my client's computer to use another anti-virus scanner whilst you are working on a fix?
AvinashAvinash (Avast) 
Dave,
We suggest you to use a different web browser like Google chrome or Mozilla Firefox. If you insist to use only IE, you could add it to AVG's exceptions list as a temporary fix. To add an exception, please follow the steps in http://avgclick.me/AddException . Thank you.
Alan BinchAlan Binch
User Dave Power has posted their own topic (https://support.avg.com/answers?id=906b0000000Xc3dAAC).
AVG Guru
Dave PowerDave Power
OK, so how can I find out which files I should be adding to the exception list.  Is there some log of files that have had exceptions added to them as I do know whether the problem is with the core iexplore.exe, or one of the DLLs loaded?
AvinashAvinash (Avast) 
Dave,
You can find answer to your question together with your another post here https://support.avg.com/answers?id=906b0000000Xc3dAAC .
Dave PowerDave Power
Found out the answer myself, by trial and error.  I just needed to add the iexplore.exe application file to the exception list, but I did perform a sfc /scannow command beforehand to check against corruption and set the flags to state the exception only applied to the current version in the specified location.

On my client's computer, Internet Explorer was located at "C:\Program Files\Internet Explorer\iexplore.exe".  Hope this helps anyone else having similar problems with the current version of AVG. 
Andy CookAndy Cook
Hi Dave,

Thanks for the useful info.  Out of interest do you know if your client was running Trusteer Rapport?  We have recently experienced the same issue accross multiple sites and found that the problem machines were all running it. 

Thanks

Andy
Munawar FathimaMunawar Fathima
Hi, 
I have been having the same issue. I downloaded a trial version of AVG today and after that I am not able to open IE, FIREFOX OR CHROME IN MY LAPTOP THERES NO WAY I COULD ACCESS MY INTERNET NOW AND thisIS IS REALLY bothering me. Any help would be appreciated
KarthikeyanKarthikeyan (Foundever) 
Hello Munawar,
We are sorry to know that you are unable to connect to Internet. In this case, we suggest you to run AVG repair and see if that fix the issue. Please click on this link for the steps to run the AVG repair avgclick.me/RepairAVG
Thank you.
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