You mention that you performed virus scans under two separate AV programs. Which two? If either of them are Norton AV or McAfee AV, then no other AV program should be installed as a backup mechanism. Errors of the sort you mention are common when two antivirus programs reside on the same system. Some say that some of the smaller houses produce AV programs that can coexist with Norton or McAfee, but I have no experience with them to advise you there. It is, however, safe to use the online AV scan (HouseCall) at TrendMicro for a backup scan for systems running either of these products.
If you are in this situation, then choose one of the AV programs, and go to the website of the one you will be uninstalling and print out instructions for completely removing the other program from your system. This normally involves an uninstall routine, then regediting and possibly editing the startup files to remove all references to the uninstalled program.
Beyond this, relating to your stated problem, more information is needed. We would need to know the operating system you are running, and details of the fatal exceptions as they happen for you in order to begin troubleshooting your issue.
Thanks for your response. The two programs are not both on the system. He is using Mcafee on his machine only. I connected to his machine through our network and ran a scan on his hard drive with my virus program. I would never load two on the same PC.
As far as more info goes, here are some of the errors numbers:
0028:C001545A
16A7:0014F75B6
ODF7:01576B97
He reports that they never mention a module. Thanks for your help.
While I still don't know the operatiing system, this article from the Microsoft Knowledge Base gives an overview of fatal errors: you begin to see that they are really tough to pin down. Microsoft's position is that they are entirely the result of third party software making illegal demands on the operating system and memory registers. They do give a few references to the most common of the fatal exceptions that have been reported to them; as you may expect, given their position, the fix will be provided by the third party company. One of your system's errors: the one beginning with 0028 is peripherally mentioned, but not accurately by the full memory register you are getting. The others are not mentioned in this article, but the article does give you some methods for troubleshooting the errors. It is a slow process to do it, but may be neccessary if we are unable to find reference to the exact registers given. I will check the Knowledge Base and elsewhere to see if I can find the specific errors mentioned with solutions, and if I find anything, I will post back with it.
Following a search at both the MSKB and on the internet, I found two references of interest for the error beginning with 0028: : This article from the Knowledge Base discusses the need to replace the imagehlp.dll file under certain circumstances while running McAfee AV, and this thread of posts from another well-regarded online peer forum indicates that McAfee ActiveShield may be involved, should your system have that installed.
These presume an operating system in the Win 9x series, and were the only references I found to any of the three errors your system is throwing. You may want to visit McAfee's tech support website for the one error to see if you can find a definitive answer there. I don't know what all you may have installed on your system: they have two different tech support sites; one covers traditional software issues, and the other covers their online services. Perhaps someone else here can shed some light on the specific messages, but if not, I would try clean-boot troubleshooting to attempt to isolate the problem software or drivers.
Thanks to Kay for her hard work in researching this issue. I also get the 0028: C001545A error. After reading the thread she referred to, I realized the problem is probably related to McAfee Virus Shield. About a month ago, I ran system file checker (Win 98SE) and found two windows system files which were allegedly corrupted: MCKRNL.VXD and VSHIELD.VXD. These are McAfee virtual device drivers. Contacted McAfee who told me to do a complete uninstall and reinstall of McAfee. Did so and system file checker was clean. Then ran full virus scan, and lo and behold, same problem occurred, i.e. corrupt vxd files. Hmm. Maybe I ought to look for another anti-virus program.
Thanks. I will try getting rid of McAfee and see what happens. We uninstalled AOL instant messager and he didn't have any problems. We then reinstalled it and the blue screens started again. That's strange. Do you use IM and if so, have you had any problems with IM?
One more thing - I ran a tool from the McAfee site called performance optimizer and it indicated the there was a 32-bit memory error... judging from what the microsoft site says about these errors it seems like this might be causing it? Anyone know?
It really isn't my goal to embarrass any of them, but it does happen from time to time, unfortunately. The PC platform and all of the possible cominations of hardware, operating systems, and software make it impossible to anticipate all the possible conflicts that can arise, no matter how much beta testing of products companies do.
In this case, the user has identified two, and possibly more, troublesome products, and it comes down to seeing if those companies can and will help by presenting or finding solutions suitable for their system. It's computers in the real world: if the companies will help out, fine. If not, then the people decide if they want to keep the products, and more importantly, buy products from this company again in the future.
In the end, my hope is to solve the problem if possible, using any source of information I can find. I like it best when the information comes from the companies themselves: they ought to know best what can and should be done. When they won't handle the problems, though, there are plenty of online peer forums where others can and do figure out what's wrong and what can be done. Maybe not as prettily, but just as workable.
No problem; glad to have helped. If it's of value, I run Win 98 and have had no trouble with Norton AntiVirus. Opinions vary on NAV 2001 and Win ME, however, for those ME users reading this. Many users recommend PC-cillin, by TrendMicro, found here as being reliable and easy to work with.
Kay,
Thanks again. I removed McAfee Active Shield manually and reinstalled. No problems since, but your advise is well noted and if problems return I will certainly change to Norton as I have also had so many problems with McAfee Personal Firewall I had to uninstall and leave it out. For anybody reading this thread I can only say that McAfee is certainly NOT "The Place For My Computer"
Without people like yourself, beginners like myself would be lost if left to Dell's or McAfee's or Microsoft's devices. However, I do compliment Dell for the facility we are now using.
You will surely get a reward for your generosity with your time.
Kay,
Thanks again. I removed McAfee Active Shield manually and reinstalled. No problems since, but your advise is well noted and if problems return I will certainly change to Norton as I have also had so many problems with McAfee Personal Firewall I had to uninstall and leave it out. For anybody reading this thread I can only say that McAfee is certainly NOT "The Place For My Computer"
Without people like yourself, beginners like myself would be lost if left to Dell's or McAfee's or Microsoft's devices. However, I do compliment Dell for the facility we are now using.
You will surely get a reward for your generosity with your time.
Your plan sounds like a good one; the AV companies go in cycles of popularity based on their accuracy in handling a virus, etc, and moreso, on the trouble they cause to a system. For a while, not all that many people wanted to work with Norton, and most people used McAfee. Symantec re-engineered their Norton products which became far more user-friendly and stable; McAfee has been tinkering with theirs, and trouble has cropped up right and left with their results for a whole lot of systems. In terms of both system utility programs and single-issue antivirus programs, if one starts giving you trouble, then you will want to research here or elsewhere on the internet, because it's most likely true that another major company has done a better job of creating a current product which is more usable. Being prepared to change products is necessary over long-term system ownership, I'm afraid. The only real problem to this is that if you do change products, especially antivirus products, those do not coexist on one system at all well. When you uninstall one to move to another, you get the best results if you fully manually remove all residue of the first program, which normally includes a regedit and other startup file editing, then restart the system, then install the new product. The major antivirus houses provide documents in their knowledge bases to let you know how to accomplish it with their products, so that's helpful.
I'm really pleased if I've been able to help out; it's a big job learning these systems, since both the devices and the software are so complex.
KayH
1.1K Posts
0
March 6th, 2001 16:00
Hi,
You mention that you performed virus scans under two separate AV programs. Which two? If either of them are Norton AV or McAfee AV, then no other AV program should be installed as a backup mechanism. Errors of the sort you mention are common when two antivirus programs reside on the same system. Some say that some of the smaller houses produce AV programs that can coexist with Norton or McAfee, but I have no experience with them to advise you there. It is, however, safe to use the online AV scan (HouseCall) at TrendMicro for a backup scan for systems running either of these products.
If you are in this situation, then choose one of the AV programs, and go to the website of the one you will be uninstalling and print out instructions for completely removing the other program from your system. This normally involves an uninstall routine, then regediting and possibly editing the startup files to remove all references to the uninstalled program.
Beyond this, relating to your stated problem, more information is needed. We would need to know the operating system you are running, and details of the fatal exceptions as they happen for you in order to begin troubleshooting your issue.
Kay
suzyeric
5 Posts
0
March 6th, 2001 16:00
Thanks for your response. The two programs are not both on the system. He is using Mcafee on his machine only. I connected to his machine through our network and ran a scan on his hard drive with my virus program. I would never load two on the same PC.
As far as more info goes, here are some of the errors numbers:
0028:C001545A
16A7:0014F75B6
ODF7:01576B97
He reports that they never mention a module. Thanks for your help.
- Suz
KayH
1.1K Posts
0
March 6th, 2001 18:00
Hi Suz,
While I still don't know the operatiing system, this article from the Microsoft Knowledge Base gives an overview of fatal errors: you begin to see that they are really tough to pin down. Microsoft's position is that they are entirely the result of third party software making illegal demands on the operating system and memory registers. They do give a few references to the most common of the fatal exceptions that have been reported to them; as you may expect, given their position, the fix will be provided by the third party company. One of your system's errors: the one beginning with 0028 is peripherally mentioned, but not accurately by the full memory register you are getting. The others are not mentioned in this article, but the article does give you some methods for troubleshooting the errors. It is a slow process to do it, but may be neccessary if we are unable to find reference to the exact registers given. I will check the Knowledge Base and elsewhere to see if I can find the specific errors mentioned with solutions, and if I find anything, I will post back with it.
Kay
suzyeric
5 Posts
0
March 6th, 2001 19:00
KayH
1.1K Posts
0
March 6th, 2001 19:00
Hi Suz,
Following a search at both the MSKB and on the internet, I found two references of interest for the error beginning with 0028: : This article from the Knowledge Base discusses the need to replace the imagehlp.dll file under certain circumstances while running McAfee AV, and this thread of posts from another well-regarded online peer forum indicates that McAfee ActiveShield may be involved, should your system have that installed.
These presume an operating system in the Win 9x series, and were the only references I found to any of the three errors your system is throwing. You may want to visit McAfee's tech support website for the one error to see if you can find a definitive answer there. I don't know what all you may have installed on your system: they have two different tech support sites; one covers traditional software issues, and the other covers their online services. Perhaps someone else here can shed some light on the specific messages, but if not, I would try clean-boot troubleshooting to attempt to isolate the problem software or drivers.
Good luck with it,
Kay
cardinal
19 Posts
0
March 7th, 2001 03:00
suzyeric
5 Posts
0
March 7th, 2001 17:00
suzyeric
5 Posts
0
March 7th, 2001 21:00
tob
4 Posts
0
March 7th, 2001 22:00
Thank you so much for this information. You have left Dell, Microsoft and McAfee looking a bit stupid.
Well done,
Tom.
KayH
1.1K Posts
0
March 7th, 2001 23:00
Hi Tom,
It really isn't my goal to embarrass any of them, but it does happen from time to time, unfortunately. The PC platform and all of the possible cominations of hardware, operating systems, and software make it impossible to anticipate all the possible conflicts that can arise, no matter how much beta testing of products companies do.
In this case, the user has identified two, and possibly more, troublesome products, and it comes down to seeing if those companies can and will help by presenting or finding solutions suitable for their system. It's computers in the real world: if the companies will help out, fine. If not, then the people decide if they want to keep the products, and more importantly, buy products from this company again in the future.
In the end, my hope is to solve the problem if possible, using any source of information I can find. I like it best when the information comes from the companies themselves: they ought to know best what can and should be done. When they won't handle the problems, though, there are plenty of online peer forums where others can and do figure out what's wrong and what can be done. Maybe not as prettily, but just as workable.
Have a good one,
Kay
KayH
1.1K Posts
0
March 8th, 2001 00:00
No problem; glad to have helped. If it's of value, I run Win 98 and have had no trouble with Norton AntiVirus. Opinions vary on NAV 2001 and Win ME, however, for those ME users reading this. Many users recommend PC-cillin, by TrendMicro, found here as being reliable and easy to work with.
Good luck with it,
Kay
tob
4 Posts
0
March 8th, 2001 09:00
Thanks again. I removed McAfee Active Shield manually and reinstalled. No problems since, but your advise is well noted and if problems return I will certainly change to Norton as I have also had so many problems with McAfee Personal Firewall I had to uninstall and leave it out. For anybody reading this thread I can only say that McAfee is certainly NOT "The Place For My Computer"
Without people like yourself, beginners like myself would be lost if left to Dell's or McAfee's or Microsoft's devices. However, I do compliment Dell for the facility we are now using.
You will surely get a reward for your generosity with your time.
Warmest personal regards,
Tom.
tob
4 Posts
0
March 8th, 2001 09:00
Thanks again. I removed McAfee Active Shield manually and reinstalled. No problems since, but your advise is well noted and if problems return I will certainly change to Norton as I have also had so many problems with McAfee Personal Firewall I had to uninstall and leave it out. For anybody reading this thread I can only say that McAfee is certainly NOT "The Place For My Computer"
Without people like yourself, beginners like myself would be lost if left to Dell's or McAfee's or Microsoft's devices. However, I do compliment Dell for the facility we are now using.
You will surely get a reward for your generosity with your time.
Warmest personal regards,
Tom.
KayH
1.1K Posts
0
March 8th, 2001 12:00
Hi Tom,
Your plan sounds like a good one; the AV companies go in cycles of popularity based on their accuracy in handling a virus, etc, and moreso, on the trouble they cause to a system. For a while, not all that many people wanted to work with Norton, and most people used McAfee. Symantec re-engineered their Norton products which became far more user-friendly and stable; McAfee has been tinkering with theirs, and trouble has cropped up right and left with their results for a whole lot of systems. In terms of both system utility programs and single-issue antivirus programs, if one starts giving you trouble, then you will want to research here or elsewhere on the internet, because it's most likely true that another major company has done a better job of creating a current product which is more usable. Being prepared to change products is necessary over long-term system ownership, I'm afraid. The only real problem to this is that if you do change products, especially antivirus products, those do not coexist on one system at all well. When you uninstall one to move to another, you get the best results if you fully manually remove all residue of the first program, which normally includes a regedit and other startup file editing, then restart the system, then install the new product. The major antivirus houses provide documents in their knowledge bases to let you know how to accomplish it with their products, so that's helpful.
I'm really pleased if I've been able to help out; it's a big job learning these systems, since both the devices and the software are so complex.
Have a good one,
Kay
tob
4 Posts
0
March 8th, 2001 13:00
Bye,
Tom.