Hello Colin.
Thank you for contacting AVG Support Community.
Thank you for explaining your issue in a detailed manner. We will certainly check and help you.
We're sorry to hear that you're facing this trouble, we regret the inconvenience this may have caused.
We request you to follow the steps in the below article and check if that helps.
(https://support.avg.com/SupportArticleView?l=en&urlname=AVG-Troubleshoot-blue-screen-crash)
Also, we have offered you additional support via email. If the issue persists even after following the steps in the above article, please check the email and connect with us. We will help you to resolve your issue.
Thank you for your understanding,
Hello,
I have experienced several instances of BSOD crashes (system thread exception not handled in fvevol.sys) when AVG Internet Security is updated by the AVG update process. The most recent occurrence was the update to V23.3. I believe that there is now sufficient evidence to flag this as a consistent problem, which needs to be investigated and resolved.
The machine is a laptop (HP Zbook 15G6 8 core Xeon with 32GB memory and 2x 2TB mirrored nVMEe SSDs) running Windows 10 Pro V21H1. It connects with the HP Thunderbolt 3 dock. Bitlocker is disabled (instead I use Veracrypt to protect important data in an encrypted container file).
AVG IS is customised with the following components selected: file shield, behaviour shield, email shield (configured for incoming mail only being scanned), remote access shield, enhanced firewall, password protection.
Every time that AVG updates itself, shortly thereafter the machine crashes on boot. This usually happens repeatedly several times (sometimes five or six boot attempts). Eventually it will boot properly after several attempts (usually four or five, sometimes more). I then remove AVG completely (uninstall, reboot, then AVG clear and reboot again), then test that the machine boots correctly, then reinstall AVG from scratch using the offline installer. From there on it behaves correctly, until the next AVG update triggers the FVEVOL.sys BSOD again, at which point the process is repeated.
I have set AVG to notify me of updates, but not install them, so when an update is released, I will remove AVG first, then reinstall it.
My conclusion after several such occurrences (this goes back to the V21.5 to V21.6 update) is that the update process somehow creates the conditions for the subsequent BSOD in fvevol.sys
It is both disruptive and frustrating, but I believe that the conditions for triggering the problem are consistent, so it should be possible for AVG support/development to track this down and resolve it.
Colin.
Hello Colin,
Thank you for writing us back.
We understand your concern. We can escalate the case to our senior team only after collecting logs from your PC. Our senior team will analyze the root cause of this issue using the logs.
We have sent you an email step to send the logs. Please follow the steps in that email and send us the logs.
Once we received logs, we will then escalate the case to our senior team. They will check and get back to you via email.
Thank you.
Hello Sugavaneshwaran.
The problem can probably be reproduced when the next update occurs, unless AVG have managed to find the problem and resolve it before then.
My testing to date shows that I cannot reproduce the problem under any other circumstances.
As well as testing your product prior to releasing a new version, I recommend that you also test the update process itself. I suspect that the problem is within the update process, which is only executed under the specific circumstances of applying an update. There appears to be a difference between a fresh install of the product and an updated installation of the product. I would suggest that you direct your investigation into that aspect of the product.
Colin.
Hello Colin.
Thank you for contacting AVG Support Community.
Thank you for explaining your issue in a detailed manner. We will certainly check and help you.
We're sorry to hear that you're facing this trouble, we regret the inconvenience this may have caused.
We request you to follow the steps in the below article and check if that helps.
(https://support.avg.com/SupportArticleView?l=en&urlname=AVG-Troubleshoot-blue-screen-crash)
Also, we have offered you additional support via email. If the issue persists even after following the steps in the above article, please check the email and connect with us. We will help you to resolve your issue.
Thank you for your understanding,