AVG Anti-Virus – Stuck on Starting Windows

StuartIT News, IT Security, IT Support6 Comments

We have noticed a large number of calls yesterday and today in relation to users on Windows 7 where the computer sits stuck on a “Starting Windows” page. The common denominator between all of these incidents is that the computers had AVG Anti-Virus installed.

Whilst we wait on AVG getting back to us with news on this issue we have been resolving these incidents by booting the computers in to Safe Mode, un-installing AVG completely, then booting back into Windows in normal mode before reinstalling AVG.

windows-starting

This is not the first time Anti-Virus programs have caused catastrophic issues with Windows PCs. In April 2010 a McAfee pushed out an update that caused a false positive identification, and incorrect deletion, of the critical Windows system file svchost.exe.

Edinburgh based IT Support Technician Ryan Morrison said: “I’ve been dealing with a few cases this morning and yesterday afternoon where the computer just fails to boot. I haven’t had time to confirm this yet, but it looks to be caused by AVG preventing a Windows Update from applying and causing the boot loader to get stuck on Starting Windows.”

After the system has sat on the “Starting Windows” screen for a while the PC will then automatically go into the Windows Recovery mode.

In some instances, re-installing AVG after safely removing it causes the problem to reoccur. We await AVG’s response to our report and we will update this page as soon as we have more information.

 

Update as of 24/06: We received an update from our AVG Account Manager which says:

We have a problem the past week however we have been advised to ask all partners to uninstall Trusteer Rapport from the customers computer using safe mode as we think this may be causing the problem. If you are unable to uninstall Trusteer Rapport, you can temporarily uninstall AVG following the instructions in Uninstall AVG.

 

6 Comments on “AVG Anti-Virus – Stuck on Starting Windows”

  1. Ah! Thank you thank you thank you! I was about to have to take my computer to a repair centre and this article popped up on Google.

  2. Oh wow, I actually had this problem a few times myself. For me though, it was easily solved by just turning it off and back on again. It never persisted past that. Never would have thought it was AVG doing it though. I thought it was due to the random power outage flickers screwing with things.

  3. I’ve seen AVG do this before but instead it caused a BSOD after “Starting Windows” rather than a hang.

    Safe Mode and uninstall was the only fix for that too. I’d be interested to see if a definition update causes this or a software update, didn’t have time to investigate when I encountered it.

  4. We’ve seen the same recently – you’re not the only IT people, current advice from AVG is “roll back to prior restore point, don’t reboot computer after it works until we let you know otherwise” … we blogged here

    http://www.vpwsys.net/blog/june-2015-issue-with-avg-on-some-systems/

    We’ve seen a *little* bit of evidence to suggest this issue affects systems other than Windows 7 – Server 2012 for example in some very specific circumstances, and have equally noticed that it seems to coincide with update “10000” being released….

    1. Yeah, it’s not the best. We have however just had an update from our AVG rep:

      We have a problem the past week however we have been advised to ask all partners to uninstall Trusteer Rapport from the customers computer using safe mode as we think this may be causing the problem. If you are unable to uninstall Trusteer Rapport, you can temporarily uninstall AVG following the instructions in Uninstall AVG.

      1. Hi Stuart – interesting because all they’ve sent us today is more promotional stuff – not exactly good timing!

        As it stands, if we roll the machine back to the last SR point, and temporarily stop Win Update (so it can’t reboot the machine) things work without removing AVG *or* removing Trusteer…

        We have reviewed all the machines and so far it does look like they have Trusteer in each case. Not 100% yet on this but it does look to be a common theme.

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