reerden

a2service crash hangs entire system.

Recommended Posts

Since around April 18th, I had multiple complete hangs on two different Windows 10 systems. All crashes happen at the exact time the a2service crashes and restarts around 5 times in a row. After that the system completely hangs.

Both system also have Hitmanpro.Alert installed, in case that matters.

First application error:

Faulting application name: a2service.exe, version: 2018.3.1.8572, time stamp: 0x5acb5d54
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x0000000000000000
Faulting process id: 0x560
Faulting application start time: 0x01d3dc13f1f5aa43
Faulting application path: C:\Program Files\Emsisoft Anti-Malware\a2service.exe
Faulting module path: unknown
Report Id: b24e20f5-64f3-4e03-ae25-fa2f98e9702b
Faulting package full name: 
Faulting package-relative application ID: 

Last application error:

Faulting application name: a2service.exe, version: 2018.3.1.8572, time stamp: 0x5acb5d54
Faulting module name: ntdll.dll, version: 10.0.16299.402, time stamp: 0xd826f10d
Exception code: 0xc0000005
Fault offset: 0x000000000001d14c
Faulting process id: 0x17f8
Faulting application start time: 0x01d3dc7f312dfd19
Faulting application path: C:\Program Files\Emsisoft Anti-Malware\a2service.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 19be08d3-23f3-44f9-9f92-4b145427322d
Faulting package full name: 
Faulting package-relative application ID: 

 

Share this post


Link to post
Share on other sites

We've released some updates over the course of the past week to address issues in the 2018.3 release. Are these crashes still happening today?

Share this post


Link to post
Share on other sites

We have a few clients of ours that is experiencing the same issue. I haven't had a chance to gather any log information till this customer. Here is all the log information I have.

4/25/18 @ 8:39pm.

Problem signature
Problem Event Name:	APPCRASH
Application Name:	a2service.exe
Application Version:	2018.3.1.8572
Application Timestamp:	5acb5d54
Fault Module Name:	ntdll.dll
Fault Module Version:	10.0.16299.334
Fault Module Timestamp:	e508fc03
Exception Code:	c0000005
Exception Offset:	000000000001d14c
OS Version:	10.0.16299.2.0.0.768.101
Locale ID:	1033
Additional Information 1:	abcc
Additional Information 2:	abcc8f7853b48d9807d6d51eb1fa5df9
Additional Information 3:	abcc
Additional Information 4:	abcc8f7853b48d9807d6d51eb1fa5df9

Extra information about the problem
Bucket ID:	f546f896b06d48e3afdd7143cfe261bc (2296115921093288380)

4/25/18 @ 8:39pm.

Problem signature
Problem Event Name:	BEX64
Application Name:	a2service.exe
Application Version:	2018.3.1.8572
Application Timestamp:	5acb5d54
Fault Module Name:	StackHash_2264
Fault Module Version:	0.0.0.0
Fault Module Timestamp:	00000000
Exception Offset:	PCH_84
Exception Code:	c0000005
Exception Data:	0000000000000008
OS Version:	10.0.16299.2.0.0.768.101
Locale ID:	1033
Additional Information 1:	2264
Additional Information 2:	2264db07e74365624c50317d7b856ae9
Additional Information 3:	875f
Additional Information 4:	875fa2ef9d2bdca96466e8af55d1ae6e

Extra information about the problem
Bucket ID:	cb86500791ae58132a7e97c612d496a7 (1909130169026909863)

4/25/18 @ 8:40pm.

Problem signature
Problem Event Name:	BEX64
Application Name:	a2service.exe
Application Version:	2018.3.1.8572
Application Timestamp:	5acb5d54
Fault Module Name:	StackHash_2264
Fault Module Version:	0.0.0.0
Fault Module Timestamp:	00000000
Exception Offset:	PCH_84
Exception Code:	c0000005
Exception Data:	0000000000000008
OS Version:	10.0.16299.2.0.0.768.101
Locale ID:	1033
Additional Information 1:	2264
Additional Information 2:	2264db07e74365624c50317d7b856ae9
Additional Information 3:	875f
Additional Information 4:	875fa2ef9d2bdca96466e8af55d1ae6e

Extra information about the problem
Bucket ID:	cb86500791ae58132a7e97c612d496a7 (1909130169026909863)

4/25/18 @ 8:40pm.

Problem signature
Problem Event Name:	BEX64
Application Name:	a2service.exe
Application Version:	2018.3.1.8572
Application Timestamp:	5acb5d54
Fault Module Name:	StackHash_2264
Fault Module Version:	0.0.0.0
Fault Module Timestamp:	00000000
Exception Offset:	PCH_84
Exception Code:	c0000005
Exception Data:	0000000000000008
OS Version:	10.0.16299.2.0.0.768.101
Locale ID:	1033
Additional Information 1:	2264
Additional Information 2:	2264db07e74365624c50317d7b856ae9
Additional Information 3:	875f
Additional Information 4:	875fa2ef9d2bdca96466e8af55d1ae6e

Extra information about the problem
Bucket ID:	cb86500791ae58132a7e97c612d496a7 (1909130169026909863)

4/25/18 @ 8:43pm.

Problem signature
Problem Event Name:	APPCRASH
Application Name:	a2service.exe
Application Version:	2018.3.1.8572
Application Timestamp:	5acb5d54
Fault Module Name:	ntdll.dll
Fault Module Version:	10.0.16299.334
Fault Module Timestamp:	e508fc03
Exception Code:	c0000005
Exception Offset:	000000000001d14c
OS Version:	10.0.16299.2.0.0.768.101
Locale ID:	1033
Additional Information 1:	abcc
Additional Information 2:	abcc8f7853b48d9807d6d51eb1fa5df9
Additional Information 3:	abcc
Additional Information 4:	abcc8f7853b48d9807d6d51eb1fa5df9

Extra information about the problem
Bucket ID:	f546f896b06d48e3afdd7143cfe261bc (2296115921093288380)

4/25/18 @ 8:44pm.

Faulting application name: a2service.exe, version: 2018.3.1.8572, time stamp: 0x5acb5d54
Faulting module name: a2service.exe, version: 2018.3.1.8572, time stamp: 0x5acb5d54
Exception code: 0xc0000005
Fault offset: 0x000000000000fbc5
Faulting process id: 0x17f8
Faulting application start time: 0x01d3dd29f689ece3
Faulting application path: C:\Program Files\Emsisoft Anti-Malware\a2service.exe
Faulting module path: C:\Program Files\Emsisoft Anti-Malware\a2service.exe
Report Id: 6a70efda-2562-481e-be11-08397a0e5a96
Faulting package full name: 
Faulting package-relative application ID: 

Then the machine was totally locked up (no BSOD) and they had to force a restart.

The previous system shutdown at 8:45:09 PM on 4/25/2018 was unexpected.


Then again today. Here are the logs from today.

4/16/18 @ 3:16pm.

Problem signature
Problem Event Name:	APPCRASH
Application Name:	a2service.exe
Application Version:	2018.3.1.8572
Application Timestamp:	5acb5d54
Fault Module Name:	a2service.exe
Fault Module Version:	2018.3.1.8572
Fault Module Timestamp:	5acb5d54
Exception Code:	c0000005
Exception Offset:	000000000000fbc5
OS Version:	10.0.16299.2.0.0.768.101
Locale ID:	1033
Additional Information 1:	136f
Additional Information 2:	136fcb3dc2c33c68a7227035c36a2916
Additional Information 3:	a20e
Additional Information 4:	a20e0a7c5c148753e1be3574c1bc67ae

Extra information about the problem
Bucket ID:	72198391b6715d90e0200c2033fcbbc6 (1161942036312275910)

4/26/18 @ 3:16pm.

Problem signature
Problem Event Name:	APPCRASH
Application Name:	a2service.exe
Application Version:	2018.3.1.8572
Application Timestamp:	5acb5d54
Fault Module Name:	a2service.exe
Fault Module Version:	2018.3.1.8572
Fault Module Timestamp:	5acb5d54
Exception Code:	c0000005
Exception Offset:	000000000000fbc5
OS Version:	10.0.16299.2.0.0.768.101
Locale ID:	1033
Additional Information 1:	136f
Additional Information 2:	136fcb3dc2c33c68a7227035c36a2916
Additional Information 3:	a20e
Additional Information 4:	a20e0a7c5c148753e1be3574c1bc67ae

Extra information about the problem
Bucket ID:	72198391b6715d90e0200c2033fcbbc6 (1161942036312275910)

4/26/18 @ 3:17pm.

Faulting application name: a2service.exe, version: 2018.3.1.8572, time stamp: 0x5acb5d54
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x0000000000000000
Faulting process id: 0x3e0
Faulting application start time: 0x01d3ddc56d05db48
Faulting application path: C:\Program Files\Emsisoft Anti-Malware\a2service.exe
Faulting module path: unknown
Report Id: 4980c5b7-6c0c-4fc4-88f9-c17afaa8550d
Faulting package full name: 
Faulting package-relative application ID: 

Then again - Machine locked up (no BSOD) and they have to force the machine off via power button.

The previous system shutdown at 3:16:45 PM on ‎4/‎26/‎2018 was unexpected.

image.png.27a71d097747970cd4bf47ae3a529d26.png

image.png.b80f85848d631957f32825b50ea65300.png

We have a fairly large customer base and are seeing this occur on quite a few machines. So far it seems like uninstalling and reinstalling Emsisoft resolves the issue. I'm not 100% sure since we have not had a customer complain since reinstalling Emsisoft but I'm going to stick with that assumption since we haven't had anyone call us with this issue after a reinstall.
Download Image
Download Image

Share this post


Link to post
Share on other sites

Do any of the effected systems have software from Comodo on them?

Can anyone with these issues get me diagnostic logs and/or FRST logs?
Diagnostic Tool -> https://helpdesk.emsisoft.com/en-us/article/275-running-the-emsisoft-diagnostic-tool
FRST -> https://helpdesk.emsisoft.com/en-us/article/274-running-a-scan-with-frst

Share this post


Link to post
Share on other sites

I suspect that this may be due to an issue with Windows Defender and our latest update to some of our drivers. Let's try adding the following folders to the exclusions in Emsisoft Anti-Malware:

C:\Program Files\Windows Defender Advanced Threat Protection\
C:\ProgramData\Microsoft\Windows Defender\

Here are instructions on excluding a folder from scanning and monitoring:

  1. Open Emsisoft Anti-Malware.
  2. Click on Settings in the menu at the top.
  3. Click on Exclusions in the menu at the top.
  4. To the right of the list to Exclude from scanning, click on the Add folder button.
  5. Navigate to the folder you would like to exclude, click on it once to select it, and then click OK.
  6. To the right of the list to Exclude from monitoring, click on the Add folder button.
  7. Navigate to the folder you would like to exclude, click on it once to select it, and then click OK.
  8. Close Emsisoft Anti-Malware.

After that, you will need to restart your computer by doing the following (this bypasses Fast Startup so that the exclusions can take effect):

  1. Right-click on the 'Start' button.
  2. Go to "Shut down or sign out".
  3. Select 'Restart' from the list.

Share this post


Link to post
Share on other sites

Okay, will give that a try. I will be providing two more sets of logs on machines currently in my office shortly but I will try the exclusion. 

Share this post


Link to post
Share on other sites

Here is a zip file containing the EmsisoftDiag output and the FRST files of two machines that were having the issues. As I have said in my post previously - Reinstalling Emsisoft resolves the issue for some reason. We will try the Windows Defender workaround on a machine to see if that changes any outcome.

808DiagInfo.zip

Share this post


Link to post
Share on other sites

We are having the same issue with 2 workstation out of 100+. The workstation in question is an accounting PC.

Has the OP gotten back to you GT500 on whether the workaround corrected the issue?

Here is the event log from today.

5/3/2018 10:33:07 AM

 

Faulting application name: a2service.exe, version: 2018.4.0.8631, time stamp: 0x5ae8995d

Faulting module name: ntdll.dll, version: 10.0.15063.0, time stamp: 0xb79b6ddb

Exception code: 0xc0000005

Fault offset: 0x00000000000199f4

Faulting process id: 0x79c

Faulting application start time: 0x01d3e27aa67b7788

Faulting application path: C:\Program Files\Emsisoft Anti-Malware\a2service.exe

Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll

Report Id: 52eed5a4-af39-41ff-9e71-ce6552517430

Faulting package full name:

Faulting package-relative application ID:

 

 

 

Share this post


Link to post
Share on other sites
8 hours ago, Rapattoni said:

Has the OP gotten back to you GT500 on whether the workaround corrected the issue?

Not yet. Have you had a chance to try it?

Share this post


Link to post
Share on other sites

We had the same problem with a Win 2K8 R2 server.

I 've read in another posting on this forum that reset to default settings will solve the problem. We did not test this, but we did a complete uninstall (cleaned also all settings) and did install EMSIsoft again. No more crashes, no more errors. HTH

Share this post


Link to post
Share on other sites
2 hours ago, Duncan Mac Leod said:

... we did a complete uninstall (cleaned also all settings) and did install EMSIsoft again. No more crashes, no more errors.

Thanks for letting us know.

 

For anyone else with this issue (especially on Windows 10 or Windows Server 2016), I would be curious to know if it continues to happen after turning off the Self-Protection in Emsisoft Anti-Malware's settings.

 

image.png
Download Image

Share this post


Link to post
Share on other sites

Join the conversation

You can post now and register later. If you have an account, sign in now to post with your account.

Guest
Reply to this topic...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.


  • Recently Browsing   0 members

    No registered users viewing this page.