Spontaneous computer reboot caused by antivirus software

[Guest]

For a long time, when I insert a CD or DVD the computer reboots. I've never
been able to track down the cause. After rebooting, Windows gives me a
message that it has recovered from a serious error and asks me to report it
to Microsoft. I say yes and after the reporting I get an explanatory Web
page. This has always told me the cause likely was a device driver but they
didn't know which one.

Today I got a different explanation. It said they didn't know the cause but
they did know it was caused by antivirus software. It recommended I update my
antivirus software and verify that I'm not running two antivirus programs at
the same time (I'm not.)

My antivirus software is Windows Live OneCare and it's completely up to
date. Does anyone know the cause of this problem?

 

[Dave M]

You're actually on the wrong forum for OneCare, but I'll make a few
comments anyway. Often when trying to remove previous AV software (if any
was previously installed) in order to install another AV, not all the
traces of the original get removed, so if you've ever had a prior
installation you may need to run that vendor's unique un-install routine to
get rid of any leftovers and the potential for conflicts... not just the
Control Panel > Add/Remove. Norton in particular is infamous for this
situation.

OneCare is in the process of moving to version 1.6 from 1.5, this should
happen automatically, so you might check that you've arrived at that new
release already. You'll have to bring this to the attention of support if
your not there. They'll also will want to know what OS your running, XP or
Vista.

So here's what to do. Visit the below forums and ask the same question,
although I think they will send you to technical support since I don't
recall that exact problem occurring before they might have some
suggestions. The good news is you'll get a quicker answer from these peer
to peer support forums than you'll get from tech support.

http://forums.microsoft.com/windowsonecare/default.aspx?siteid=2

 

[Guest]

I like Dave M's suggestion, but I would also like to make a suggestion. Try
your CD/DVD test under Safe Mode. Some anti-virus programs do use Virtual
Device and Legacy Drivers. See if the computer reboots. Under "normal'
Windows, try running your test with OneCare anti-virus turned off. The
results may be interesting and of value to others.

 

[Guest]

Thanks Dave M and Mr Cat. I'll go over to the other forum. I'll also try the
safe mode.

 

[Bill Sanderson MVP]

I'm not sure whether the added information in the error message is intended
to indicate that it is likely that your antivirus is the source of the
problem, or simply that an antivirus or a hardware device driver may each
cause this kind of problem.

Both are true--antivirus apps do cause this error, as well as hardware
device drivers.

This can be sticky to figure out--one recommendation is to use msinfo32 to
start up without as many third party drivers and startup items as possible,
and try to figure out what the cause is. Since you associate it with the CD
drive, I'd look at apps which are active when that comes into
play--cd-related apps.

--

 

[Guest]

To clarify, I used to get the message that an unknown device driver caused
the problem but no solution was available. Lately, though, I always get the
message that it's caused by antivirus software. It offers 3 solutions: (a)
don't run 2 antivirus programs (I'm not), (b) make sure your antivirus
software and definitions are up to date (they are), and (c) contact your
antivirus software vendor (I am - it's Microsoft).

I guess I'll need to go throught the diagnostics steps you describribed. I
don't know what else to do. I appreciate your advice.

 

[Bill Sanderson MVP]

That's pretty specific. Assuming that your antivirus solution is OneCare,
I'd strongly recommend contacting at least the peer support forums, and
preferably live support people--or at least folks at the end of an email
message. I don't have any machines running OneCare to give current
experience with at the moment.

http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1183038&SiteID=2

There is now an automated removal tool for OneCare. One approach might be
to remove it via the most usual method that works--i.e. try via control
panel first--then use the automated tool, and then reinstall--but I'd be
guided by at least the experience in the peer support forums before trying
that.

If your antivirus is Microsoft Forefront Client Security, I'd give similar
advice, but with a bit less skepticism about the likelyhood of easily
reaching good support staff. I do have a fair number of machines running
that Microsoft antivirus solution, but not many running Vista--4 I think, so
far.

I would also look at any software you have which is hooking the CD or DVD
drivers--cd-writing software, music apps, for example, and check for updates
on them.

--

 

[Bill Sanderson MVP]

New NNTP newsgroups related to OneCare:

microsoft.public.windows.live.onecare.

antispyware
antivirus
backup
firewall
install
tuneup
update


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