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Chris PugsonChris Pugson 

avgsrvx.exe halts with AVG Free 2015.0.6176 on Windows XP

avgsrvx.exe halts with AVG Free 2015.0.6176 on Windows XP.  The failed incarnation of avgsrvx.exe remains in memory after a new incarnation avgsrvx.exe process is started.

A message was sent to AVG each time this has occurred.  I have been running system scans with 'Report enhanced set of potentially unwanted applications' and 'Enable thorough scanning' options both checked and wonder if this might be the reason.

This Windows XP runs on a pre-SSE2 processor.
Aravind GnanamurthyAravind Gnanamurthy (Avast)
Hello Chris,
We understand how something like this can really try your patience.
Could you please let us know whether you have installed Windows XP Service Pack 1 or Windows XP Service Pack 2 or Windows XP Service Pack 3, so that we are happy to assist you better. You can find it by pressing Windows key + Pause break on your keyboard.
Please feel free to contact us for any further assistance. Thank you.
Chris PugsonChris Pugson
Thank you Aravind.  The OS is Windows XP Service Pack 3.
Chris PugsonChris Pugson
Error reports were sent following occurrences of this problem over the past few days.  They would all have come from (IP address removed).
Gulam Shaik MohammedGulam Shaik Mohammed (Avast)
Chris,
Thank you for the information provided.
Could you please provide us the screenshot of the error message you have received? So that we will understand your issue and help you with the same.
Thank you.
Chris PugsonChris Pugson







Here is the screenshotAVG Error Message.  I clicked 'Yes'.  Please remove my IP address from my previous post.  I forgot that this information is public.
Balasubramanian SBalasubramanian S (Avast) 
Hello Chris,

Your IP address removed as requested.
Thank you for providing the screenshot.
We request you to completely remove your 2015 version and installed 2016 version.
1) To download the AVG remover tool please click on this link: http://aa-download.avg.com/filedir/util/AVG_Remover.exe
2) Run the downloaded tool and follow the instructions displayed on your screen.
3) Your computer will be restarted automatically. After the restart, AVG Remover will finish the uninstallation.
NOTE: Once the AVG Remover Tool has done with its process. Please go to the C drive and look for a folder named as "AVG Remover" and I request you to delete it manually.

To download our AVG free antivirus 2016 version please use the below link:
For 32 bit: http://files-download.avg.com/inst/mp/AVG_Antivirus_Free_x86_694.exe
For 64 bit: http://files-download.avg.com/inst/mp/AVG_Antivirus_Free_x64_693.exe

Please feel free to contact us should you need any assistance.
Chris PugsonChris Pugson
I wish I could install AVG Free 2016.  I am unable to because AVG 2016 requires a processor which supports SSE2 instructions where as the processor on the affected system only supports SSE instructions (it is an AMD Athlon XP 3000+).

When I first encountered this avgsrvx.exe halting problem, I uninstalled then reinstalled AVG Free 2015.  Unfortunately this did not solve anything.

Thanks for removing the IP address.
Balasubramanian SBalasubramanian S (Avast) 
You are welcome.
Thank you for the detailed information.
We have escalated this to our senior level team and we are awaiting for a suggestion from them.
Once we get a reply will post here.
Your patience is much appreciated.
Chris PugsonChris Pugson
I believe that I might have identified the cause of the problem.  I have uninstalled Sandboxie 5.06 and subsequently ran a full system scan without complaint by avgsrvx.exe.

I was puzzled that the problem had only recently occurred since Avast Free 2015.0.6176 had been in use for a few months without issues.  About two weeks ago, I changed to Sandboxie 3.76 but then reverted to Sandboxie 5.06 which had previously been in use for a few months.  The problem with avgsrvx.exe has only happened since restoring Sandboxie 5.06 to use.  I will have to run the system for a few more days to be reasonably sure that this is the correct explanation of the problem.  It looks like AVG Free 2015 is probably not the cause of the problem and I am pleased about that.  I will let you know if all is well in about two weeks time.

Sandboxie installs a driver as I sure you are aware.
Chris PugsonChris Pugson
In spite of uninstalling Sandboxie, the problem has not gone away though the frequency of its occurrence has diminished.  It is with regret that I must go elsewhere for effective AV software that will probably see my obsolete operating system and hardware through another few years.
Balasubramanian SBalasubramanian S (Avast) 
Hello Chris,

Please follow these steps to send us diagnostic information from your computer.
This information will allow us to analyze the situation and provide you with solution:
1) Click this link http://www.avg.com/filedir/util/AVG_SysInfo.exe to download the AVG SysInfo tool.
2) Run the downloaded tool.
3) Click Accept to confirm the license agreement, and then click Continue.
4) Once the screen Output created is shown, fill in any additional details, or click Attach if you want to attach any additional files, such as screenshots.
5) Click Send, fill in your email address, and then click Send again.
6) We will analyze the received files and provide you with further information.

Once the files are sent it will be analyzed by our level two technical team and they will communicate only via email.
Chris PugsonChris Pugson
I have installed AVG Free 2016 build 6189 in place of build 6176.  The avgsrvx.exe halting problem is no longer apparent.  I have twice run a full system scan (634,245 objects scanned) to completion with all scan options enabled without any incidents with avgsrvx.exe.
Balasubramanian SBalasubramanian S (Avast) 
Chris, did you follow the the instructions provided before and submitted the diagnostic information to us?
Alan BinchAlan Binch
Chris, Don't you mean AVG Free 2015?. Recent update for AVG 2016 was 7441.
AVG Guru
Chris PugsonChris Pugson
Yes Alan.  I did.  I'll never get a job as a typist.

My install of AVG Free 2015 build 6189 is running on the same setup as build 6176 ran on.  I deduce that the avgsrvx.exe issue was a possible issue with build 6176.
AvinashAvinash (Avast) 
Hello Chris, we are glad to know that your issue is resolved with the later build version of AVG 2015. Thank you.
Chris PugsonChris Pugson
Ahem!  After further experiences, I have to change the information about this case which I forwarded on 9 February.  It now seems that the issue is not caused by your software.  After build 6189 also exhibited the issue following the posting of my previous message, I realised that Agnitum Outpost Firewall Pro 9.3 was the factor behind the problem.  I had been running Outpost Firewall Pro 9.1 when I was seeing the full scans run to completion.  Due to a hardware problem, I had had to go back to a system backup and this resulted in my using Outpost 9.1 with the new build 6189.  I then updated Outpost to version 9.3 and then the problem was reintroduced.  I am now running Outpost Firewall Pro 9.1 and all seems to be well with AVG Free 2015 build 6189 as it had been with build 6176 before I updated from Outpost Firewall Pro 9.1 to version 9.3 in mid-December.

I am sorry if my reports have been somewhat confusing due to the situation of having to hurriedly recover my system from a backup.  I just wanted to tell you that your software was almost certainly not the cause of my avgsrvx.exe issue
Rajarajan SooiyachanthRajarajan Sooiyachanth (Avast)
Hello Chris,
Thank you so much for the explanation. We also thank you for understanding and identifying the exact issue. Please feel free to contact us for any assistance needed. Thank you.
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