We use KAV 6.0 for WKS along with network agent in our business domain.
Some laptops run Windows 7 x64 and everything worked fine with KAV even the webcam (video capture with vlc, or chat with live messenger...).
We had to uninstalled KAV on these laptops, unfortunately, the uninstallation broke the webcam device... I mean the device is no longer accessible (error) with vlc nor with live messenger. Every laptop are affected. This is an integrated webcam from creative (laptop are Dell Studio XPS 1640 or Dell XPS M1740). It seems to be connected to an internal usb bus.
We are sure KAV uninstallation is faulty because we tried on a specific laptop before and right after KAV uninstallation : it worked just fine before, and was broken after (reboot included).
We tried to remove the webcam driver (windows 7 integrated), reboot, update to a new driver, nothing worked. Do you have any clue ?
(Thank you in advance)
Full Version: Webcam broken after uninstall
QUOTE(KriX @ 28.10.2009 14:11) 
We use KAV 6.0 for WKS along with network agent in our business domain.
Some laptops run Windows 7 x64 and everything worked fine with KAV even the webcam (video capture with vlc, or chat with live messenger...).
We had to uninstalled KAV on these laptops, unfortunately, the uninstallation broke the webcam device... I mean the device is no longer accessible (error) with vlc nor with live messenger. Every laptop are affected. This is an integrated webcam from creative (laptop are Dell Studio XPS 1640 or Dell XPS M1740). It seems to be connected to an internal usb bus.
We are sure KAV uninstallation is faulty because we tried on a specific laptop before and right after KAV uninstallation : it worked just fine before, and was broken after (reboot included).
We tried to remove the webcam driver (windows 7 integrated), reboot, update to a new driver, nothing worked. Do you have any clue ?
(Thank you in advance)
Some laptops run Windows 7 x64 and everything worked fine with KAV even the webcam (video capture with vlc, or chat with live messenger...).
We had to uninstalled KAV on these laptops, unfortunately, the uninstallation broke the webcam device... I mean the device is no longer accessible (error) with vlc nor with live messenger. Every laptop are affected. This is an integrated webcam from creative (laptop are Dell Studio XPS 1640 or Dell XPS M1740). It seems to be connected to an internal usb bus.
We are sure KAV uninstallation is faulty because we tried on a specific laptop before and right after KAV uninstallation : it worked just fine before, and was broken after (reboot included).
We tried to remove the webcam driver (windows 7 integrated), reboot, update to a new driver, nothing worked. Do you have any clue ?
(Thank you in advance)
Please create report by getSystemInfo utility on problem laptops
QUOTE(qtester @ 29.10.2009 15:41)
Please create report by getSystemInfo utility on problem laptops
Hi,
I have exactly the same problem and my webcam is a Logitech Quickam Pro 5000 conected via USB to a Desktop XPS 720. It is not a laptop problem. I've been using a trial of KAV 6 for Wks for 60 days installed on Windows 7 x64 and when it expired I uninstalled the application and discovered the problem. And not only the webcam, I also have some drivers broken in itunes (see screenshot attached). The only way to resolve the issue is to use system restore and restore the system to a point in time before uninstalling Kav.
I am trapped with an expired version of KAV!!
getSystemInfo log file sent (message to qtester)
Monicreque: I have exactly the same error message with my webcam: "...in use by another program..."
I'm glad we're not alone...
Monicreque: I have exactly the same error message with my webcam: "...in use by another program..."
I'm glad we're not alone...
Please provide the build number of Kaspersky product installed in your pc's... And check if Proactive Defense has enabled "Registry Guard" (Right clic in tray icon>>Settings>>Proactive Defense) and disable.
If that doesn't work, please post image about Proactive Defense configuration.
QUOTE(victorm @ 30.10.2009 18:18)
Please provide the build number of Kaspersky product installed in your pc's... And check if Proactive Defense has enabled "Registry Guard" (Right clic in tray icon>>Settings>>Proactive Defense) and disable.
If that doesn't work, please post image about Proactive Defense configuration.
Kaspersky is now uninstalled, the problem appeared right after uninstall...
Can I stiil disable Proactive Defense afterwards?
QUOTE(victorm @ 30.10.2009 17:18)
Please provide the build number of Kaspersky product installed in your pc's... And check if Proactive Defense has enabled "Registry Guard" (Right clic in tray icon>>Settings>>Proactive Defense) and disable.
If that doesn't work, please post image about Proactive Defense configuration.
Hi,
Registry guard is disabled (and always was). I have attached screenshots of proactive defense, settings and about, containing the build number (6.0.4.1150)
QUOTE(Monicreque @ 2.11.2009 19:08)
Hi,
Registry guard is disabled (and always was). I have attached screenshots of proactive defense, settings and about, containing the build number (6.0.4.1150)
Registry guard is disabled (and always was). I have attached screenshots of proactive defense, settings and about, containing the build number (6.0.4.1150)
Wait you use 6.0.4.1150!!!
it was even not Beta
Please confirm what you have problem with 1150 build.
QUOTE(qtester @ 3.11.2009 12:52)
Wait you use 6.0.4.1150!!!
it was even not Beta
Please confirm what you have problem with 1150 build.
it was even not Beta
Please confirm what you have problem with 1150 build.
Haven't you seen the screenshot? That's the version I was given from the website when asked for windows 7 compatible!!
Same version and build for me!
I also got it because we asked Windows 7 compatible version...
I also got it because we asked Windows 7 compatible version...
QUOTE(KriX @ 3.11.2009 08:45)
Same version and build for me!
I also got it because we asked Windows 7 compatible version...
I also got it because we asked Windows 7 compatible version...
Sure, but that release is beta. Try uninstall it and run this (6.0.4.1212):
http://www.kaspersky.com/productupdates?ch...nlink=206911135
QUOTE(victorm @ 3.11.2009 14:29)
Sure, but that release is beta. Try uninstall it and run this (6.0.4.1212):
http://www.kaspersky.com/productupdates?ch...nlink=206911135
Hi,
I uninstalled build 1150, rebooted and installed 1212 choosing a complete install with all the default options. After rebooting all remains the same with no difference, webcam not working and itunes registry errors
QUOTE(Monicreque @ 3.11.2009 17:24)
Hi,
I uninstalled build 1150, rebooted and installed 1212 choosing a complete install with all the default options. After rebooting all remains the same with no difference, webcam not working and itunes registry errors
I uninstalled build 1150, rebooted and installed 1212 choosing a complete install with all the default options. After rebooting all remains the same with no difference, webcam not working and itunes registry errors
Then, please download and run GetSystemInfo. It will create zip file in Windows Desktop:
http://www.getsysteminfo.com/download/GetSystemInfo.exe
Instructions about how to use (see Walkthrough in upper side):
http://www.getsysteminfo.com
Please post here the url or zip file.
P.S.: btw, did you exclude the webcam software in trusted zone?
QUOTE(victorm @ 4.11.2009 15:14)
Then, please download and run GetSystemInfo. It will create zip file in Windows Desktop:
http://www.getsysteminfo.com/download/GetSystemInfo.exe
Instructions about how to use (see Walkthrough in upper side):
http://www.getsysteminfo.com
Please post here the url or zip file.
P.S.: btw, did you exclude the webcam software in trusted zone?
Hi,
I generated the report (attached)
I did not exclude or include anything, program or application. If you are talking about the firewall, I tried disabling it completely and also pausing protection altogether, no difference.
I uploaded the zip to the GetSystemInfo application and the url is http://www.getsysteminfo.com/read.php?file...81c9b4730bc912a
QUOTE(Monicreque @ 4.11.2009 18:32)
I did not exclude or include anything, program or application. If you are talking about the firewall, I tried disabling it completely and also pausing protection altogether, no difference.
No, i'm not talking about FW. It's about trusted zone:
Right clic Kaspersky icon>>settings>>Protection>>Trusted Zone
You will see new window with two options Exclusion Masks (exclusion at directory path level), and Trusted Zone (exclusion at application level).
Try in Exclusion Masks create exclusion rule like this:
%programfiles%Common Files\LogiShrd\
%programfiles%\Logitech\
(And select "Include Subfolders" option below)
In "component" select: File Antivirus, Proactive Defense
In Trusted Zone create rule for:
LWS.exe
COCIManager.exe
With all checkboxes selected.
Apply settings, save and try.
Please post results
P.S.:GetSystemInfo detected Windows Defender enabled, please disable it.
QUOTE(victorm @ 5.11.2009 00:30)
No, i'm not talking about FW. It's about trusted zone:
Right clic Kaspersky icon>>settings>>Protection>>Trusted Zone
You will see new window with two options Exclusion Masks (exclusion at directory path level), and Trusted Zone (exclusion at application level).
Try in Exclusion Masks create exclusion rule like this:
%programfiles%Common Files\LogiShrd\
%programfiles%\Logitech\
(And select "Include Subfolders" option below)
In "component" select: File Antivirus, Proactive Defense
In Trusted Zone create rule for:
LWS.exe
COCIManager.exe
With all checkboxes selected.
Apply settings, save and try.
Please post results
P.S.:GetSystemInfo detected Windows Defender enabled, please disable it.
Hi,
I configured KAV as suggested above. I have attached some screenshots. I also disabled Windows Defender. No difference whatsoever.
I think it's time to contact Kaspersky Technical Support:
http://support.kaspersky.com/support/international
Submit case, and we hope you can find answers.
We do not support non release versions of product.
Try to rollback to restore point before WKS 6.0.4.1150 installed
and try to reproduce problem with WKS 6.0.4.1212
Try to rollback to restore point before WKS 6.0.4.1150 installed
and try to reproduce problem with WKS 6.0.4.1212
So we had to pay for a license, but no support is available... that seems unfair to me
Can't you provide more information on what WKS 6.0.4.1150 could have modified that can alter USB drivers (especially Webcam ones) ?
Can't you provide more information on what WKS 6.0.4.1150 could have modified that can alter USB drivers (especially Webcam ones) ?
QUOTE(KriX @ 6.11.2009 14:31)
So we had to pay for a license, but no support is available... that seems unfair to me
Can't you provide more information on what WKS 6.0.4.1150 could have modified that can alter USB drivers (especially Webcam ones) ?
Can't you provide more information on what WKS 6.0.4.1150 could have modified that can alter USB drivers (especially Webcam ones) ?
WKS 6.0.4.1150 it is not commercial build, so it have no support.
to find out is KL DeviceLock driver filter removed successfully try to:
1. remove WKS and restart OS
2. search field "UpperFilters" with value "UpperFilters" in sub-keys of registry key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class
if you will find such "UpperFilters" values delete it
when reboot OS
3. Try to use camera if it is not work when try to reinstall camera driver and try again
Hi,
thanks victorm, I appreciate your time and effort trying to help here. This issue has reached a dead end. I can't fix it and Kaspersky won't support it beacause it is not a commercial product. This turns all political now and Kaspersky won't support the screw up it did in first place by publishing the wrong version/build for the wrong OS in the web site when customers were looking for a compatible product with Windows 7. Of course QA haven't tested it and has no clue what went wrong beacause it was not designed for that and they can't afford spending time and resources investigating that (I understand the business rules about what is supported and what is not).
I have been using KAV products for a few years now but today you've lost a customer.
As a piece of advice, I reinstalled Windows 7 from the DVD with the option upgrade after unistalling KAV and this worked for me. I was very surprised how well the Windows upgrade worked, preserving abosuletely everything in my system (including video, sound drivers, etc.) and fixing the mess KAV caused, so now I have finally a KAV free system again that works.
I heard NOD32 is not a bad AV with good detection rates. I'll have a go...
Have a good day
thanks victorm, I appreciate your time and effort trying to help here. This issue has reached a dead end. I can't fix it and Kaspersky won't support it beacause it is not a commercial product. This turns all political now and Kaspersky won't support the screw up it did in first place by publishing the wrong version/build for the wrong OS in the web site when customers were looking for a compatible product with Windows 7. Of course QA haven't tested it and has no clue what went wrong beacause it was not designed for that and they can't afford spending time and resources investigating that (I understand the business rules about what is supported and what is not).
I have been using KAV products for a few years now but today you've lost a customer.
As a piece of advice, I reinstalled Windows 7 from the DVD with the option upgrade after unistalling KAV and this worked for me. I was very surprised how well the Windows upgrade worked, preserving abosuletely everything in my system (including video, sound drivers, etc.) and fixing the mess KAV caused, so now I have finally a KAV free system again that works.
I heard NOD32 is not a bad AV with good detection rates. I'll have a go...
Have a good day
Me again...
Here are the things I tried :
- Find all UpperFilters in the registry CurrentControlSet (especially one concerning the integrated webcam) and try to remove them : found a lot, but IMPOSSIBLE 'cause locked by the system
- Uninstall the device (via Device Manager) : worked but not all registry entries were deleted
- Reboot with repair console, mount the registry hive manually and then delete the whole key (HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00) : deletion worked, but after reboot and automatic device driver install by Win7, the webcam still doesn't work.
Should I remove ALL UpperFilters entries ? because there is a lot and with different values : pcmcia (several), serenum, SynTP, amdxata, kbdclass, mouclass, BrFiltUp...
I don't want to mess up Win7
Perhaps we missed something else and the problem is not the webcam but the usb controller or even the video filters (DirectShow, I heard their architecture changed in Win7)
By the way, I'm still stuck with no more ideas. I can NOT afford a Win7 reinstallation by now, and especially on every single laptop of our company!
As a new piece of information, here is the registry key where the webcam device driver is registered :
Here are the things I tried :
- Find all UpperFilters in the registry CurrentControlSet (especially one concerning the integrated webcam) and try to remove them : found a lot, but IMPOSSIBLE 'cause locked by the system
- Uninstall the device (via Device Manager) : worked but not all registry entries were deleted
- Reboot with repair console, mount the registry hive manually and then delete the whole key (HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00) : deletion worked, but after reboot and automatic device driver install by Win7, the webcam still doesn't work.
Should I remove ALL UpperFilters entries ? because there is a lot and with different values : pcmcia (several), serenum, SynTP, amdxata, kbdclass, mouclass, BrFiltUp...
I don't want to mess up Win7
Perhaps we missed something else and the problem is not the webcam but the usb controller or even the video filters (DirectShow, I heard their architecture changed in Win7)
By the way, I'm still stuck with no more ideas. I can NOT afford a Win7 reinstallation by now, and especially on every single laptop of our company!
As a new piece of information, here is the registry key where the webcam device driver is registered :
QUOTE
Windows Registry Editor Version 5.00
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00]
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00\6&1ae78980&6&0000]
"DeviceDesc"="@usbvideo.inf,%usbvideo.devicedesc%;USB Video Device"
"LocationInformation"="0000.001a.0007.006.000.000.000.000.000"
"Capabilities"=dword:000000a4
"HardwareID"=hex(7):55,00,53,00,42,00,5c,00,56,00,49,00,44,00,5f,00,30,00,35,\
00,43,00,41,00,26,00,50,00,49,00,44,00,5f,00,31,00,38,00,41,00,31,00,26,00,\
52,00,45,00,56,00,5f,00,38,00,37,00,33,00,31,00,26,00,4d,00,49,00,5f,00,30,\
00,30,00,00,00,55,00,53,00,42,00,5c,00,56,00,49,00,44,00,5f,00,30,00,35,00,\
43,00,41,00,26,00,50,00,49,00,44,00,5f,00,31,00,38,00,41,00,31,00,26,00,4d,\
00,49,00,5f,00,30,00,30,00,00,00,00,00
"CompatibleIDs"=hex(7):55,00,53,00,42,00,5c,00,43,00,6c,00,61,00,73,00,73,00,\
5f,00,30,00,65,00,26,00,53,00,75,00,62,00,43,00,6c,00,61,00,73,00,73,00,5f,\
00,30,00,33,00,26,00,50,00,72,00,6f,00,74,00,5f,00,30,00,30,00,00,00,55,00,\
53,00,42,00,5c,00,43,00,6c,00,61,00,73,00,73,00,5f,00,30,00,65,00,26,00,53,\
00,75,00,62,00,43,00,6c,00,61,00,73,00,73,00,5f,00,30,00,33,00,00,00,55,00,\
53,00,42,00,5c,00,43,00,6c,00,61,00,73,00,73,00,5f,00,30,00,65,00,00,00,00,\
00
"ContainerID"="{00000000-0000-0000-ffff-ffffffffffff}"
"ConfigFlags"=dword:00000000
"ClassGUID"="{6bdd1fc6-810f-11d0-bec7-08002be2092f}"
"Driver"="{6bdd1fc6-810f-11d0-bec7-08002be2092f}\ 01"
"Class"="Image"
"Mfg"="@usbvideo.inf,%msft%;Microsoft"
"Service"="usbvideo"
"FriendlyName"="Integrated Webcam"
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00\6&1ae78980&6&0000\Device Parameters]
"ExtPropDescSemaphore"=dword:00000001
"DeviceSelectiveSuspended"=dword:00000001
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00\6&1ae78980&6&0000\LogConf]
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00\6&1ae78980&6&0000\Control]
"ActiveService"="usbvideo"
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00]
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00\6&1ae78980&6&0000]
"DeviceDesc"="@usbvideo.inf,%usbvideo.devicedesc%;USB Video Device"
"LocationInformation"="0000.001a.0007.006.000.000.000.000.000"
"Capabilities"=dword:000000a4
"HardwareID"=hex(7):55,00,53,00,42,00,5c,00,56,00,49,00,44,00,5f,00,30,00,35,\
00,43,00,41,00,26,00,50,00,49,00,44,00,5f,00,31,00,38,00,41,00,31,00,26,00,\
52,00,45,00,56,00,5f,00,38,00,37,00,33,00,31,00,26,00,4d,00,49,00,5f,00,30,\
00,30,00,00,00,55,00,53,00,42,00,5c,00,56,00,49,00,44,00,5f,00,30,00,35,00,\
43,00,41,00,26,00,50,00,49,00,44,00,5f,00,31,00,38,00,41,00,31,00,26,00,4d,\
00,49,00,5f,00,30,00,30,00,00,00,00,00
"CompatibleIDs"=hex(7):55,00,53,00,42,00,5c,00,43,00,6c,00,61,00,73,00,73,00,\
5f,00,30,00,65,00,26,00,53,00,75,00,62,00,43,00,6c,00,61,00,73,00,73,00,5f,\
00,30,00,33,00,26,00,50,00,72,00,6f,00,74,00,5f,00,30,00,30,00,00,00,55,00,\
53,00,42,00,5c,00,43,00,6c,00,61,00,73,00,73,00,5f,00,30,00,65,00,26,00,53,\
00,75,00,62,00,43,00,6c,00,61,00,73,00,73,00,5f,00,30,00,33,00,00,00,55,00,\
53,00,42,00,5c,00,43,00,6c,00,61,00,73,00,73,00,5f,00,30,00,65,00,00,00,00,\
00
"ContainerID"="{00000000-0000-0000-ffff-ffffffffffff}"
"ConfigFlags"=dword:00000000
"ClassGUID"="{6bdd1fc6-810f-11d0-bec7-08002be2092f}"
"Driver"="{6bdd1fc6-810f-11d0-bec7-08002be2092f}\ 01"
"Class"="Image"
"Mfg"="@usbvideo.inf,%msft%;Microsoft"
"Service"="usbvideo"
"FriendlyName"="Integrated Webcam"
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00\6&1ae78980&6&0000\Device Parameters]
"ExtPropDescSemaphore"=dword:00000001
"DeviceSelectiveSuspended"=dword:00000001
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00\6&1ae78980&6&0000\LogConf]
[HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Enum\USB\VID_05CA&PID_18A1&MI_00\6&1ae78980&6&0000\Control]
"ActiveService"="usbvideo"
any one ?
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