SD 5.1 Freezes PC on MS Windows XP Update

[SirMaru]

Today my Windows XP SP2 did an update and my Spyware Doctor 5.1 froze my PC after I did the reboot for the Windows update. I had to reboot twice more to restabilize it. All three boots were cold since warm boots were disabled by the freeze. I did manage to capture one error screen before it froze preventing the capture of other screens. Here is the error screen I did capture:

http://usera.imagecave.com/SirMaru/SpywareProblems/SDError-Oct102007.jpg

My SD status was as follows:

http://usera.imagecave.com/SirMaru/SpywareProblems/SDData-Oct102007.jpg

My conclusion is that, if Windows does an upgrade requiring a reboot, I will disable Spyware Doctor FIRST before I do the reboot.

I have also noticed that, if I have Startup Guard enabled within SD 5.1, I get the exact same error. Thus, I have Startup Guard disabled.

I also notice that for the first time I have a Tools Pane with Malware Detective available under it. I never saw that before. I had contacted Customer Support about sending them a history of spyware detections. They sent me instructions for how to download MD and install it. I did download it but never did install it or open the zip file. I presume that CS downloaded and installed it for me.

Does anyone else have any comments?

[AChen]

Hi SirMaru,

I'll escalate this to the developers to investigate further.

Have you downloaded all the recommended Windows updates?

[SirMaru]

Hi SirMaru,

I'll escalate this to the developers to investigate further.

Have you downloaded all the recommended Windows updates?

Yes, Windows XP is on automatic update. I use XP Service Pack 2. It would be nice if an update of SD5 would enable one to have SD OMIT starting with the bootup. I am aware that, if I disable it, it will not start on the bootup. It would be better to have a setting never to start on the boot up.

[AChen]

Thanks for the information.

At the moment, the only way to disable the SD service on start-up is to shutdown SD before shutting down your PC.

[tigertheboo]

Has anyone else had this problem?
Should we shut down sd before downloading the patches. I get notifications but wait a day or two before downloading?
thanks

[SirMaru]

Thanks for the information.

At the moment, the only way to disable the SD service on start-up is to shutdown SD before shutting down your PC.


I will disable SD daily before I shut down. It appears it happened again with a different memory address. Maybe the last Windows XP SP2 Update from yesterday is clashing with SD's ActiveX immunization on bootup. That is the part which SD attempts immediately upon starting.

Here is the picture:

http://usera.imagecave.com/SirMaru/SpywareProblems/SDData-Oct112007.jpg

I'd still like to see a standard Setting which would NOT allow SD to start during the bootup.

[tigertheboo]

[QUOTE=SirMaru;173383]I will disable SD daily before I shut down. It appears it happened again with a different memory address. Maybe the last Windows XP SP2 Update from yesterday is clashing with SD's ActiveX immunization on bootup. That is the part which SD attempts immediately upon starting.


sorry for pestering but this type of problem really needs answering. a spyware program that has to be shut down so as not to conflict with windows really loses its utility except as a backup program.

any of the experts having this problem? What does pc tools say

I did re-subscribe but I'm finding this very discouraging


I'm not going to keep software that requires shutting down and turning on every time

[swannie]

I don't think this is a general problem. I have XP/SP2 and got the above mentioned updates yesterday from automatic updates, but it has not affected SD in any way as far as I can see. I rebooted after the updates and shortly afterwards got an Update from SD which also required a reboot, but everything worked normally.

[Chippa]

sorry for pestering but this type of problem really needs answering. a spyware program that has to be shut down so as not to conflict with windows really loses its utility except as a backup program.

any of the experts having this problem? What does pc tools say

I did re-subscribe but I'm finding this very discouraging


I'm not going to keep software that requires shutting down and turning on every time

Looks like PCTools are working on this. I think this is not a common problem. I'm having no problems receiving the Windows updates (XP SP2) at this stage with SD 5.1.0.272 on several machines. Will let you know if I come across anything similar.

Cheers,
Chippa

[tigertheboo]

thanks for the reassurance

[SirMaru]

I notice in my program log that the following MS programs seem to run on booutup: svchost.exe; update.exe; msfeedssync.exe. I noticed from research using google that the last can be mistaken for spyware or a virus. Also both update.exe and msfeedssync.exe LOCK the system when they run.

Thus, Spyware Doctor 5.1 may clash with one of those three during the bootup on SOME PC's - not all. I have a Dell XPS. It may work slightly different on other brands.

I still believe the simplest workaround is to disable Spyware Doctor right before shutdown each day to prevent any clashes on bootup the next day.

I do the same with Zone Alarm Security Suite 7 which I have setup in its settings to never run on the bootup.

From now on, I will run bootup with minimum programs in the Startup Pane of MSCONFIG. Then I will start Zone Alarm and manually run its update so it doesn't run at the same time as Spyware Doctor's update later. Spyware Doctor does run its update after startup every day even though I have it set to run only once per week in the settings. Its updates do require a reboot.

Microsoft updates only run on the first bootup each day. Thus, I can leave Spyware Doctor in place during the day if I reboot.

[tigertheboo]

thanks for the reassurance

Installed xp patches on laptop with sd 272 no problem.


Tried it on desktop same secrity software. The endless cycles.
s of run time errors, memory erros that havew reported occurred

Too fast for me to get them down and too many of them

What I did observe is tea timer from spybot asked permission to alllow spydoc to make some changes in the registry. No such requests occurred on my laptop all systems have xp2 patched, avg anti virus, spydoctor avg as (not active but used) adaware not active but used, and spybot with its immunization and tea toler used

over a ram of hard drive

very disappointed and not sure what to do

maybe I'll remove 272 and put up 4.1 or simply change software.

at present laptop happy with 272 and xp2 patches, wife's machine happy with xp2 patches and sd 4.0; my machine xp2 very unhappy. All have same anti-spyware, anti virus etc. and my wife's machine and mine are identical in size ran, cpu etc.

very frustrated:mad:

[tigertheboo]

I don't know if this will help or not but tea timer asked and required certain permissions that were dealing with spydoc

here's what that log said from t-timer

10/12/2007 10:33:08 AM Allowed (based on user decision) value "MRT" (new data: ""C:\WINDOWS\system32\MRT.exe" /R") added in System Startup global entry!
10/12/2007 10:39:34 AM Allowed (based on user decision) value "MRT" (new data: "") deleted in System Startup global entry!
10/12/2007 10:41:21 AM Allowed (based on user decision) value "SDTray" (new data: "") deleted in System Startup global entry!


hopefully some response will happen or I'm out of here. Spyware protection devices should not be causing anxiety attacks

[tigertheboo]

I restarted spyware doc to see what would happen and the following appeared
I think I attached it

[tigertheboo]

I decided to remove and reinstall SD. In the add and remove part of windows it started to remove it, then flashed up, could not reach some part of memory (flash was too quick to see fully) but seemed to remove it from the add and remove. I checked no program files were left. I then re-installed it from a clean version from the pctools site. I have not yet tried to scan but I have done one clean reboot safely without all the problems.

Will try a second clean reboot to see what happens

what a pain and waste of time

[SirMaru]

I decided to remove and reinstall SD. In the add and remove part of windows it started to remove it, then flashed up, could not reach some part of memory (flash was too quick to see fully) but seemed to remove it from the add and remove. I checked no program files were left. I then re-installed it from a clean version from the pctools site. I have not yet tried to scan but I have done one clean reboot safely without all the problems.

Will try a second clean reboot to see what happens

what a pain and waste of time

Reboots during the day after the initial boot should not have any problems. Microsoft programs seem to run only on the first boot each day.

Try disabling Spyware Doctor each night before shutting down. Then enable it the next day AFTER the first boot. Let me know if that fixes the problem on all your compters.

[tigertheboo]

Reboots during the day after the initial boot should not have any problems. Microsoft programs seem to run only on the first boot each day.

Try disabling Spyware Doctor each night before shutting down. Then enable it the next day AFTER the first boot. Let me know if that fixes the problem on all your compters.


so far on clean and cold boots with the re-install it works okay. Can't test the first boot of day model until tomorrow of course. I think I will NOT shut it down tonight just to see if problem occurs, because if problem occurs I might just abandon SD. It's bad enough finishing work and shutting off for the day and then also having to worry about security programs.

Anyway, I'll know better tomorrow

sort of glad in a funny way that someone else is also having these problems but its now been two hours wasted on a work day from security software

Okay I see why the bad guys want to harm us (actually I don't understand them but recognize that's a reality) but when you are not sure whose side your security program is own that's problematic

later tomorrow

[Ashby]

I periodically receive on start up (3 times today) the following error message:

Sdtrayapp: SDTrayApp.exe - Application Error (This is the heading)

The instruction at "0x7c92ae22" referenced memory at "0x77206576". The memory could not be "read". Click OK to terminate the program.

When I click OK, another error message appears which reads:

Application Error (This is the heading)

Exception E AccessViolation in module ntdll.dll at 0002AE22.
Access violation at address 7C92AE22 in module 'ntdll.dll'. Read of
address 77206576.

Clicking on OK of this message brings back the first; clicking on OK of the first again brings back the second. When I restarted I got a variation on this theme. That time the first error message referenced memory at "0xffffffff" instead of at "Ox7c92ae22". The second error message referred to address FFFFFFFF instead of 77206576.

When I shut the machine down and restarted, it did so without a problem. As I said, this has popped up periodically (I don't recall when I first noticed it). I'd appreciate knowing what's going on and how I can fix it. Thanks.

I run XP SP2 with a gig of RAM. I am using the current version of SD5 with AV and do not run any other AV or spyware programs. (I have AdAware but it doesn't run at start up.)

Ashby

[Ashby]

I see I should have posted this under either Jitney's thread titled "0x7c839a95" or SirMaru's thread titled "Configuring Spyware Doctor NOT to start at bootup?" Sorry about that.

Ashby

[Ashby]

The problem occurred again today.

Ashby

[notE]

The problem occurred again today.

Ashby Same thing here,you are not alone.

[AChen]

I periodically receive on start up (3 times today) the following error message:

Sdtrayapp: SDTrayApp.exe - Application Error (This is the heading)

The instruction at "0x7c92ae22" referenced memory at "0x77206576". The memory could not be "read". Click OK to terminate the program.

When I click OK, another error message appears which reads:

Application Error (This is the heading)

Exception E AccessViolation in module ntdll.dll at 0002AE22.
Access violation at address 7C92AE22 in module 'ntdll.dll'. Read of
address 77206576.

Clicking on OK of this message brings back the first; clicking on OK of the first again brings back the second. When I restarted I got a variation on this theme. That time the first error message referenced memory at "0xffffffff" instead of at "Ox7c92ae22". The second error message referred to address FFFFFFFF instead of 77206576.

When I shut the machine down and restarted, it did so without a problem. As I said, this has popped up periodically (I don't recall when I first noticed it). I'd appreciate knowing what's going on and how I can fix it. Thanks.

I run XP SP2 with a gig of RAM. I am using the current version of SD5 with AV and do not run any other AV or spyware programs. (I have AdAware but it doesn't run at start up.)

Ashby

Hi All,

We are currently working on resolving this issue. Thanks for the info, I'll pass this on to the developers.

[SirMaru]

Hi All,

We are currently working on resolving this issue. Thanks for the info, I'll pass this on to the developers.

So far disabling SD5 before shutdown fixes the problems. I have not had one bootup problem since starting this practice. In the morning I just start up Zone Alarm Security Suite 7 after booting, then update ZASS, then start up Spyware Doctor 5, then update SD5.

Thus, all my updates are separated in time frames. Microsoft gets first chance in the bootup, then ZASS and finally SD.

I suspect that the fact that Microsoft locks the PC in its bootup updates clashes with SD processes. Thus, keep them separate until PC Tools gets us a Setting Option to avoid the bootup sequence or has its routines purposely delay when Microsoft is operating.

[AChen]

So far disabling SD5 before shutdown fixes the problems. I have not had one bootup problem since starting this practice. In the morning I just start up Zone Alarm Security Suite 7 after booting, then update ZASS, then start up Spyware Doctor 5, then update SD5.

Thus, all my updates are separated in time frames. Microsoft gets first chance in the bootup, then ZASS and finally SD.

I suspect that the fact that Microsoft locks the PC in its bootup updates clashes with SD processes. Thus, keep them separate until PC Tools gets us a Setting Option to avoid the bootup sequence or has its routines purposely delay when Microsoft is operating.

Hi SirMaru,

It looks like you are experiencing 2 issues and I have separated this for the developers to work on. One being the problem with the Windows updates. We think that there is a conflict with ZA's kernel drivers and that of SD. We have recreated your enviornment but was unable to reproduce the same results. Could you try uninstalling ZA to see if you have any problems?

With the second problem - "Access violation at address 7C92AE22 in module 'ntdll.dll'", the developers are currently working on addressing this issue. Please note: This does not affect the functionality of SD.

[SirMaru]

Hi SirMaru,

It looks like you are experiencing 2 issues and I have separated this for the developers to work on. One being the problem with the Windows updates. We think that there is a conflict with ZA's kernel drivers and that of SD. We have recreated your enviornment but was unable to reproduce the same results. Could you try uninstalling ZA to see if you have any problems?

With the second problem - "Access violation at address 7C92AE22 in module 'ntdll.dll'", the developers are currently working on addressing this issue. Please note: This does not affect the functionality of SD.

The problem there is with ZASS7 - not SD5. ZASS7 tries to update its database upon installation and freezes the CPU if SD5 is also updating. Thus, the solution is simple. I MANUALLY update ZASS7 when I start it without MS or SD5 doing any updating. After that Manual Update, ZASS7 remains quiet during other updates. Only then do I start up SD5 and manually update SD5.

It appears that all these UPDATES clash with each other. Thus, I now keep them all separate and there are no conflicts.

[SirMaru]

I just booted during the day and left SD5 in place. I got the following popup:

http://usera.imagecave.com/SirMaru/SpywareProblems/SpyDoctorMessage-Oct172007.jpg

This is the first occurrance for me intraday. I presume I will have to shut down SD5 now at anytime I want to re-boot - not just at the end of the work day.

This occurrance appears similar to Jitney's problem related in another thread.

[katie]

I just booted during the day and left SD5 in place. I got the following popup:

http://usera.imagecave.com/SirMaru/SpywareProblems/SpyDoctorMessage-Oct172007.jpg

This is the first occurrance for me intraday. I presume I will have to shut down SD5 now at anytime I want to re-boot - not just at the end of the work day.

This occurrance appears similar to Jitney's problem related in another thread.

I don't think this is related to the Windows update issue you are getting. Its directly related to SD. I've seen similar issues before and in another thread, states that this doesn't affect the functionality of SD. Its just annoying, but if you click ok it should be working. I don't think shutting down SD will help with this sdtrayapp error. Gotta wait for the developers to resolve this.

kt

[notE]

I don't think this is related to the Windows update issue you are getting. Its directly related to SD. I've seen similar issues before and in another thread, states that this doesn't affect the functionality of SD. Its just annoying, but if you click ok it should be working. I don't think shutting down SD will help with this sdtrayapp error. Gotta wait for the developers to resolve this.

kt

I think you are correct Katie. Now we wait again.

[SirMaru]

I don't think this is related to the Windows update issue you are getting. Its directly related to SD. I've seen similar issues before and in another thread, states that this doesn't affect the functionality of SD. Its just annoying, but if you click ok it should be working. I don't think shutting down SD will help with this sdtrayapp error. Gotta wait for the developers to resolve this.

kt

Katie,

When I clicked on the popup, another popup appeared. I could not do a soft boot. I had to first disable SD5 and then do a hard boot.

There was definitely a clash between SD5 and some other program which was activated during the bootup.

[SirMaru]

Today when I did my Smart Update, the Kernel was updated as well. Is this supposed to end the clashes with MS Windows XP Update and Zone Alarm Update?

I'll test tonight by not removing SD before I shut down. I'll see if I get the usual lock with popups tomorrow that I used to get on bootup. If I don't get them, I will presume that SD has been fixed.

I'll still use Smart Update for SD in a separate time frame from when I update Zone Alarm Security Suite. I'll do them both manually to prevent clashes.

As of today (10/23/07) there were zero errors on bootup with SD left enabled on shut down. It appears the Kernel update did fix the bootup problem. I'll let everyone know if I do get a problem again at some future date.

Later today I rebooted and had the same popup again:

http://usera.imagecave.com/SirMaru/SpywareProblems/SpyDoctorMessage-Oct232007.jpg

It looks like I'll still have to disable SD5 before I reboot at any time.

[AChen]

Hi All,

For those experiencing this problem, we have released a fix via the Smart Update :) Let us know how you go.

[stanlawr]

I had a similar incident with Windows 2000. I downloaded the Spyware Doctor for Windows 5.1 update and when I tried to restart the computer after installing it, I got the following blue screen error message about a file that could not find an entrypoint:

STOP: c0000263 {Driver entry point not found} The\SystemRoot\system 32\drivers\ikfilesec.sys device drivers could not locate the entry point IoGetDeviceAttachmentBase Ref in driver ntoskrnl.exe.

I am using my old computer now, because I can't start the newer one. I believe I am going to have to take out the hard drive and slave it to another computer to remove the update that I installed.

[AChen]

I had a similar incident with Windows 2000. I downloaded the Spyware Doctor for Windows 5.1 update and when I tried to restart the computer after installing it, I got the following blue screen error message about a file that could not find an entrypoint:

STOP: c0000263 {Driver entry point not found} The\SystemRoot\system 32\drivers\ikfilesec.sys device drivers could not locate the entry point IoGetDeviceAttachmentBase Ref in driver ntoskrnl.exe.

I am using my old computer now, because I can't start the newer one. I believe I am going to have to take out the hard drive and slave it to another computer to remove the update that I installed.

The developers are currently investigating this issue. Do you currently have SP4 Rollup update 1? If not could you please visit http://www.microsoft.com/windows2000/server/evaluation/news/bulletins/rollup.mspx and update this to see if it resolves the issue.

[AChen]

Stanlawr, We require some additional information -

How did you upgrade to the latest version of SD? via the SU or an uninstall, reboot then a reinstall or a over reinstall the current version? If you Smart Updated to the latest version, what was the previous version?

Is this version of SD registered?

What Win2k SP did you have installed?

[acmedata]

I am having the exact same problem as other users.

I get a bluescreen with the error STOP: c0000263 {Driver entry point not found} The\SystemRoot\system 32\drivers\ikfilesec.sys device drivers could not locate the entry point IoGetDeviceAttachmentBase Ref in driver ntoskrnl.exe., which I got after rebooting after the last Spyware Doctor update I got.

The computer I am running on is a Win2K SP4 system. This is a computer that I use for ecommerce, and without it, I cannot support my clients, and I cannot get paid by them.

I'm hoping there is a resolution to this problem in the works.

Thanks!

[AChen]

I am having the exact same problem as other users.

I get a bluescreen with the error STOP: c0000263 {Driver entry point not found} The\SystemRoot\system 32\drivers\ikfilesec.sys device drivers could not locate the entry point IoGetDeviceAttachmentBase Ref in driver ntoskrnl.exe., which I got after rebooting after the last Spyware Doctor update I got.

The computer I am running on is a Win2K SP4 system. This is a computer that I use for ecommerce, and without it, I cannot support my clients, and I cannot get paid by them.

I'm hoping there is a resolution to this problem in the works.

Thanks!

acmedata, could you please provide the following information below:


How did you upgrade to the latest version of SD? via the SU or an uninstall, reboot then a reinstall or a over reinstall the current version? If you Smart Updated to the latest version, what was the previous version?

Is this version of SD registered?

[acmedata]

I used the SU, and I have a registered version.

[physiofish]

Hi All,

For those experiencing this problem, we have released a fix via the Smart Update :) Let us know how you go.

Experiencing the same problems, I've been watching this thread for some time. The issue of the error widows: "...... memory 0x772o6576 could not be read" and "EAccessViolation ... ntdll.dll at 0002AE22. Access Violation at address 7C92AE22.... " and all the subsequent windows and messages which follow, is little more than a irritation. Nevertheless it is one more irritation in my life that I can do without. Believing that SpyDoctor is a good product, I've been patiently waiting for a solution. I was delighted with the above news; at last a fix. For my computer, the fix din't fix! The problem has continued unabated. Today, at long last, I uninstalled SpyDoctor and installed Spyware Terminator. This did fix the problem!!!