How to fix a BEX Problem Sig error?

[titan7]

I have a new PC, just noticed that everytime I try to open a PDF doc on-line I get a internet explorer has stopped working. I can open them in safe mode but not in normal mode. I called a help desk, they were no help. Any suggestions??

My AV software is Kasperski, BTW.

Problem signature:
Problem Event Name: BEX
Application Name: iexplore.exe
Application Version: 9.0.8112.16421
Application Timestamp: 4d76255d
Fault Module Name: StackHash_0a9e
Fault Module Version: 0.0.0.0
Fault Module Timestamp: 00000000
Exception Offset: 00000000
Exception Code: c0000005
Exception Data: 00000008
OS Version: 6.1.7601.2.1.0.768.3
Locale ID: 1033
Additional Information 1: 0a9e
Additional Information 2: 0a9e372d3b4ad19135b953a78882e789
Additional Information 3: 0a9e
Additional Information 4: 0a9e372d3b4ad19135b953a78882e789

 

[jcgriff2]

Problem signature:
Problem Event Name: BEX
Application Name: iexplore.exe
Application Version: 9.0.8112.16421
Exception Code: c0000005

A BEX event is security related, e.g., Buffer Overrun, DEP

0xc0000005 = memory access violation

Reset IE - How to reset Internet Explorer settings

Install latest Adobe reader - PDF reader, protected mode | Adobe Reader X

KIS may be causing trouble here. Boot into SAFEMODE w/ Networking - see if same error occurs when opening a PDF.

Regards. . .

jcgriff2

 

[titan7]

I did reset IE. I upgraded the Adobe browser, I also was able to open PDF documents on line in safe mode with networking.

 

[jcgriff2]

Hi -

Given Safemode is OK and the presence of the 0xc0000005 exception error, I would suggest removal of KIS at this time.

Use removal tool - http://kb.eset.com/esetkb/index?page=content&id=SOLN146

Reboot upon completion. Quickly test the PDF - normal Windows.

You can always reinstall KIS again if it is not the cause.

I think KIS firewall may be interfering.

Regards. . .

jcgriff2

 

[titan7]

Okay I will try this after work and reply.

Thank you

 

[titan7]

Update, I emailed KIS they told me to disable KIS and see if I could open a PDF file, they said if I could not open when KIS was disabled, it's not KIS. Any other suggestions??

 

[jcgriff2]

I honestly would expect them to reach such a conclusion as they do not want their product removed.

KIS drivers remain loaded in RAM even when KIS is disabled. The only way to know whether KIS is involved or not is to completely remove it & test.

KIS does not load in safemode.

 

[titan7]

Okay, I removed KIS with the removal app and I am still getting the same error? What now?

 

[jcgriff2]

Hi -

Download SysInternals AutoRuns from Microsoft TechNet - SAVE it to Documents folder - http://live.sysinternals.com/autoruns.exe

Go to Documents folder, RIGHT-click on autoruns.exe and select "Run as Administrator". Allow it to scan the registry (status bottom-left). Save it as an ARN file (default file extension). Zip it up and attach to next post.

See if the same problem occurs with a different user account.

Activate Hidden Admin account - (OPTION TWO) - http://www.sevenforums.com/tutorials/507-built-administrator-account-enable-disable.html

 

[titan7]

here it is, not sure if zipped it correctly. I had a real hard time zipping the file.

 

[jcgriff2]

What difficulty did you experience while zipping the ARN file?

Did you use Windows to zip?
--> RIGHT-click, "send to", "compressed (zipped) folder"
- It should have taken 1-2 seconds to zip

I noticed you have PDF Complete installed.
- Is PDF Complete a trial or full version?
- Is PDF Complete opening the PDF or Adobe reader?

 

[titan7]

I believe I followed the directions for compression, were you able to review what you needed? As for PDF complete, I looked at the programs and I has PDF Complete Special Edition?? It came installed on the PC. I also noticed I only have Adobe Flash Player 11 installed but I so no Adobe reader? I thought PDF complete was from Adobe? So PDF complete is opening adobe files. Should I install Adobe Reader and Uninstall PDF Complete?

thank you for your assistance!

 

[jcgriff2]

Hi -

The zip file was fine. I asked because you posted "I had a real hard time zipping the file."

I would uninstall PDF Complete; it is not Adobe - http://www.pdfcomplete.com/cms/default.aspx

Use Revo Free to uninstall - http://www.revouninstaller.com/start_freeware_download.html

Install Adobe PDF reader - http://get.adobe.com/reader/

Regards. . .

jcgriff2

 

[titan7]

JCGriff2,
Thank you!!!!!!! I can know open PDF files online, you solved what many could not thank you again.

One question about Revo, the last step of the removal process it found some registry entries on my PC, I did not was unsure if I was to check the boxes and remove them? Of course it gave the " BE SURE YOU KNOW WHAT YOU ARE REMOVING" notice and I did not know if I needed to check them and remove?

Same thing happened after I downloaded Adobe, I missed that google toolbar was getting installed also, I removed Google tool bar but there were some registry entires there also. Should I remove them again or will it even find them since the program is now gone?

I guess I can reinstall Google tool bar and then remove it again?

Thanks!

 

[jcgriff2]

That is awesome news!

I myself always choose to remove all under Revo.

You can reinstall, uninstall Google Toolbar if it's easier.

Regards. . .

jcgriff2