Acer 5749 Series Laptop Keeps Crashing

[Jesse Williams]

I am having a problem out of my sister's laptop. Every time I turn it on, it crashes and restarts. I need some help here, please.

 

[Jesse Williams]

Here is the dump log.

 

[Boozad]

Do you have or have you ever had any Norton or Symantec AV on your system?

fffff880`031f5ae8  fffff880`03f0b2f8 SYMNETS+0x762f8
fffff880`031f5af0  fffff880`03f108f0 SYMNETS+0x7b8f0
fffff880`031f5af8  fffff880`03e9d9c3 SYMNETS+0x89c3
fffff880`031f5b00  00000000`00000000
fffff880`031f5b08  00000000`00000001
fffff880`031f5b10  00000000`00008503
fffff880`031f5b18  fffff880`03f108f0 SYMNETS+0x7b8f0
fffff880`031f5b20  ffff0000`00efeb7c
fffff880`031f5b28  fffff880`03e9d923 SYMNETS+0x8923
fffff880`031f5b30  00000000`00000001
fffff880`031f5b38  fffff880`03f0b2f8 SYMNETS+0x762f8
fffff880`031f5b40  fffffa80`0704f6c0
fffff880`031f5b48  00000000`c000000d
fffff880`031f5b50  00000000`00000001
fffff880`031f5b58  fffff880`03e97258 SYMNETS+0x2258

I see you're using McAfee but the driver referenced above belongs to Norton or Symantec.

 

[Jesse Williams]

Yes. I am using Norton on it now.

 

[Boozad]

In your logs I see you have AVG and McAfee installed too?

Uninstall all of them and install MS Security Essentials and MalwareBytes.

   Note

Make sure you uncheck the 'Enable Free Trial' box when installing.

 

[Jesse Williams]

I already have Malwarebytes on it. Also, AVG and McAfee are already uninstalled? How would I get them off of the system?

 

[Boozad]

 AVG SECURE SEARCH

Open msconfig and remove uncheck the following:

  [FONT=&quot]AVG-Secure-Search-Update_0913a                           C:\Users\Cindy\AppData\Roaming\AVG 0913a Campaign\AVG-Secure-Search-Update-0913a.exe /PROMPT --mid 52318a1b4a5047d082ac2b4687c40e90-e619fe9873d2f15be42124107d0840743fa186cc --CMPID 0913a                                [/FONT]
  [FONT=&quot]AVG-Secure-Search-Update_0214c                           C:\Users\Cindy\AppData\Roaming\AVG 0214c Campaign\AVG-Secure-Search-Update-0214c.exe /PROMPT /mid=52318a1b4a5047d082ac2b4687c40e90-e619fe9873d2f15be42124107d0840743fa186cc /CMPID=0214c                                  [/FONT]

Then follow: AVG Secure Search - Remove

 McAFEE FAMILY PROTECTION

McAfee Family Protection Removal

 NORTON

Norton Removal Tool:

Download


​

Perform those steps then install MSE.

 

[Jesse Williams]

Can I keep Norton. It is provided by my ISP? Or is it best to remove it?

 

[Jesse Williams]

Also. AVG Secure Search wasn't showing up under MSCONFIG.

 

[Jesse Williams]

McAfee has already been removed.

 

[Boozad]

You can keep Norton if you want, it's your choice, but it was the sole cause if the BSODs. Maybe clearing out the other stuff listed above will help, it's your call though.

 

[Jesse Williams]

I think I will remove Norton.

 

[Boozad]

Even if it's just for testing purposes. Use MSE for a while and if the system is stable remove MSE and reintroduce Norton, see what happens. At least you know the cause, the options are there for how you want to proceed now.

If it were me personally though I'd be removing Norton. That's just my personal opinion.

 

[Jesse Williams]

I put MSE back on. But, what do I do about the old software? AVG Secure Search and Microsoft Family Safety. They have already been uninstalled. Apparently they have traces left behind.

 

[NortonSupport]

Hi Jesse,

Can you please remove Norton using removal tool(www.norton.com/nrt) and then reinstall Norton to see if that helps?

Thank you!

Praveen
Norton Support!