Premium not starting on Windows 7 Ultimate

[Markus Hooge]

Hello Support,

Could I get investigation into this error, I recently activated Premium and it's now working. I uninstalled now 3 times, and it still is not working. Running as Admin, not working either. 

Event Log Error 
Faulting application name: avp.exe, version: 21.4.0.0, time stamp: 0x60549f80
Faulting module name: instrumental_services.dll, version: 30.1580.0.1570, time stamp: 0x6599311a
Exception code: 0xc0000409
Fault offset: 0x0020400b
Faulting process id: 0x578
Faulting application start time: 0x01da7ec48e16eb75
Faulting application path: C:\Program Files (x86)\Kaspersky Lab\Kaspersky 21.16\avp.exe
Faulting module path: C:\Program Files (x86)\Kaspersky Lab\Kaspersky 21.16\instrumental_services.dll
Report Id: d57533c4-eab7-11ee-a861-002268494923

 

My system info :
Windows 7 Ultimate (64-bits) Service Pack 1 (6.1.7601.65536), Intel(R) Core(TM) i7 CPU 920 @ 2.67GHz (64-bits) , 12Gb Memory, C:(HD)

Let me know if I can supply any other information. Thank you. 
 

[nexon]

Hi,

You can not uninstall kaspersky from PC?
Are you tried from original uninstallator of kaspersky? Also kavremover?

Similar problem is here 

 

[Markus Hooge]

I have used kavremover after 3rd install of Kaspersky Premium. Still same error.

В 25.03.2024 в 18:12, Markus Hooge сказал:

Hello Support,

Could I get investigation into this error, I recently activated Premium and it's NOT working. I uninstalled/reinstalled now 3 times, and it still is not working. Running as Admin, not working either. 

Event Log Error 
Faulting application name: avp.exe, version: 21.4.0.0, time stamp: 0x60549f80
Faulting module name: instrumental_services.dll, version: 30.1580.0.1570, time stamp: 0x6599311a
Exception code: 0xc0000409
Fault offset: 0x0020400b
Faulting process id: 0x578
Faulting application start time: 0x01da7ec48e16eb75
Faulting application path: C:\Program Files (x86)\Kaspersky Lab\Kaspersky 21.16\avp.exe
Faulting module path: C:\Program Files (x86)\Kaspersky Lab\Kaspersky 21.16\instrumental_services.dll
Report Id: d57533c4-eab7-11ee-a861-002268494923

My system info :
Windows 7 Ultimate (64-bits) Service Pack 1 (6.1.7601.65536), Intel(R) Core(TM) i7 CPU 920 @ 2.67GHz (64-bits) , 12Gb Memory, C:(HD)

Let me know if I can supply any other information. Thank you. 
 

[nexon]

If you click on uninstall via control panel? Which error is showing? Dont care about event viewer.
 

[Markus Hooge]

Hi Nexon, sorry, I made a mistake. The Kaspersky Premium is not running. That is the eventlog error. 

[nexon]

Okay so you dont have any error right? kaspersky was uninstalled and you saw this in event log viewer?

[Markus Hooge]

The Kaspersky application is installed. It will not start, this is error.

 

Event Log Error 
Faulting application name: avp.exe, version: 21.4.0.0, time stamp: 0x60549f80
Faulting module name: instrumental_services.dll, version: 30.1580.0.1570, time stamp: 0x6599311a
Exception code: 0xc0000409
Fault offset: 0x0020400b
Faulting process id: 0x578
Faulting application start time: 0x01da7ec48e16eb75
Faulting application path: C:\Program Files (x86)\Kaspersky Lab\Kaspersky 21.16\avp.exe
Faulting module path: C:\Program Files (x86)\Kaspersky Lab\Kaspersky 21.16\instrumental_services.dll
Report Id: d57533c4-eab7-11ee-a861-002268494923

 

My system info :
Windows 7 Ultimate (64-bits) Service Pack 1 (6.1.7601.65536), Intel(R) Core(TM) i7 CPU 920 @ 2.67GHz (64-bits) , 12Gb Memory, C:(HD)

[nexon]

Try uninstall via control panel and do screenshot of error (kaspersky installer).

[Markus Hooge]

I created an INC000016338929
It's not installer issue. Again, the app is installed and not working. 

[nexon]

But i wanted that you try uninstall do restart PC and then install it. 

There might be a problem with corrupted files etc. 

[Markus Hooge]

I did that 3 times already. Currently, this is the 4th install and I ran installer as Admin. Same error each time. Thank you. 

[nexon]

And did you tried Kavremover program?

 

[Markus Hooge]

Yes, on my 3rd uninstall, I used it Kavremover program. 4th install. Not working.

[nexon]

Thats weird. 

I had similar problem with beta version 21.17. 

And what so about restore point in Windows? 

Edited March 26 by nexon

[Markus Hooge]

Hmm. I had to go back to a restore point because my graphics card blew-up. Kaspersky Total was working fine for last 10yrs. So had to boot to last know good config. Working, and then that was point of my 4th install. Could be a lib error for C++, in a off chance. 

[nexon]

Hard to say but might be caused by other corrupted files like c++ libaries (some dll)...

If you have a backup or restore points wheer Windows worked perfectly with kaspersky o should restore it to previous working system state from restore point. 

Edited March 26 by nexon

[Markus Hooge]

Not with this version of K Premium. Thanks for you time.

Edited March 26 by Markus Hooge
thanks

[nexon]

Nevermind. You should install latest version later. 

So if you succesfully restore your Windows with older kaspersky version. Then uninstall older kaspersky version download and install latest kaspersky update it manually (databases) restart PC and check problem. 

I would did it like this. 

[SystemInfo]

Check the problem in the reliability monitor.
Here you will see the problems in detail.