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Windows 7: BSOD when trying to uninstall Kaspersky AV 2011


30 Jun 2012   #1

Windows 7 Home Premium 64 bit
 
 
BSOD when trying to uninstall Kaspersky AV 2011

Hello.

We bought the 2012 Kaspersky Internet Security Program. The instructions told us to uninstall any older version of Kaspersky. We did have the KAV2011, so I went through the uninstall process. After rebooting, the system would hang and give me the BSOD, right before I could choose which user was on the computer. BSOD mentioned "Driver IRQL Less Or Not Equal". I rebooted in Safe Mode, and did a system restore.

I looked around online and found a lot of people have this issue, but everyone seems to have a different way to fix it. I have tried Defragging first, then unistalling. BSOD. I tried using the Kaspersky uninstaller tool they have on their website. BSOD. I tried updating everything on my computer, then uninstalling. BSOD.

I am stumped. I am hoping someone here can help me out. I have attached the BSOD Dump and System File Collection zipped info, as instructed in another thread. Thanks in advance for any help you can provide.

Joe

My System SpecsSystem Spec
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30 Jun 2012   #2

Windows 7 Home Premium 64 Bit
 
 

Analysis:
Unfortunately, I see nothing in your logs to indicate the problem. There were no .dmps, so that is a bit unhelpful. We should check that your system does not have malware on it preventing the uninstall of Kaspersky. We should also check the hard disks for bad sectors or corruption, and we should check Windows for corruption.
  • If you are overclocking any hardware, please stop.

  • Run Disk Check with both boxes checked for all HDDs and with Automatically fix file system errors checked for all SSDs. Post back your logs for the checks after finding them using Check Disk (chkdsk) - Read Event Viewer Log (you may need to search for wininit instead of chkdsk).
    For any drives that do not give the message:
    Windows has checked the file system and found no problems
    run disk check again as above. In other words, if it says:
    Windows has made corrections to the file system
    after running the disk check, run the disk check again.

  • Run all Basic tests with SeaTools: S.M.A.R.T. Check, Short Drive Self Test, Drive Information, Short Generic, and Long Generic. Run the tests for all HDDs.
    SeaTools for Windows

    SeaTools for DOS
  • Check Windows for corruption. Run SFC /SCANNOW Command - System File Checker up to three times to fix all errors with a restart in between each. Post back if it continues to show errors after a fourth run or if the first run comes back with no integrity violations. Use OPTION THREE of SFC /SCANNOW Command - System File Checker to provide us with the sfcdetails.txt file if errors occur.

  • Download and install Malwarebytes, update it, do not start the free trial, and then run a full scan. Also run a full scan with your antivirus software installed on your system. If you do not have antivirus software installed, see the Good and Free system security combination. for better security steps and scanning tools. Make sure to update the security software before running the full scan.
My System SpecsSystem Spec
01 Jul 2012   #3

Windows 7 Home Premium 64 bit
 
 

Thanks for the response. I am working on each thing you told me to do; I will let you know what happens.
My System SpecsSystem Spec
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02 Jul 2012   #4

Windows 7 Home Premium 64 bit
 
 

Ok, I ran Chkdsk. First time I ran it, the report said there were corrections made to the file system. Second time I ran it, the report said there were no problems. I ran all the HD tests, and they all came back fine. No corruption found in Windows. Malwarebytes came back with two items, which it was able to remove.

Should I go ahead and attempt to remove Kaspersky again?
My System SpecsSystem Spec
02 Jul 2012   #5

Windows 7 Home Premium 64 Bit
 
 

Yes, but before you do, create a system restore point to return back to just in case.

Once you have the system restore point made, remove Kaspersky using the following site as a guide for the Kaspersky Removal Tool: Removal tool for Kaspersky Lab products.
My System SpecsSystem Spec
02 Jul 2012   #6

Windows 7 Home Premium 64 bit
 
 

Hello again. The issue still is happening. BSOD right when it gets to the point where I can choose users. Any other suggestions? Whats weird is I was not able to even go into Safe Mode with Network Access. Had to be the base Safe Mode.
My System SpecsSystem Spec
03 Jul 2012   #7

Windows 7 Home Premium 64 Bit
 
 

Try uninstalling Kaspersky through Safe Mode using the removal tool.

You may need: Uninstall and Remove Software in Safe Mode.
My System SpecsSystem Spec
06 Jul 2012   #8

Windows 7 Home Premium 64 bit
 
 

Still gives me the error, even when using the uninstall program in safe mode. any other ideas?
My System SpecsSystem Spec
06 Jul 2012   #9

Windows 7 Home Premium 64 Bit
 
 

You could try a repair install of Windows 7:
I recommend that you Repair Install Windows 7.

Steps 1-3 and 5-7 of Clean Reinstall - Factory OEM Windows 7 will help you get installation media, backup any important files (just in case), and obtain your license keys for software (just in case) and the Windows license key (you will need this key).
My System SpecsSystem Spec
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 BSOD when trying to uninstall Kaspersky AV 2011




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