Windows 7 cannot shut down after update Kaspersky Free Antivirus for Windows

[MFLai]

Hello, I updated my Kaspersky Free Antivirus for Windows yesterday and Windows 7 cannot shut down after that. The screen goes dark but the power button remains lighted up and the computer makes a loud straining noise. I have to press the power button to shut off the computer. I switched off Kaspersky Free protection before shutting down but the problem continues. I did not have any problem previously. Pls help, thanks.

[Flood and Flood's wife]

Hello MFLai, Welcome!

1. Please collect a GSI :- https://support.kaspersky.com/common/diagnostics/3632#block7, include Windows Logs, upload the full GSI.zip folder to a cloud storage of your choice, e.g., OneDrive, GoogleDrive, MegaDrive...
2. Please post back the link?

Many thanks!

[MFLai]

Thanks for responding. I'll do it over the weekend and get back to you next week.

[MFLai]

I had to use GSI 5.2 so not sure if the Windows Logs are included. This is the link. https://drive.google.com/file/d/1M4MvHdDemTMeg5zLjPwtKn7w8FLLVhtL/view?usp=sharing By the way, when I started the problematical computer the screen said RTS Power Failure and asked me to press F2. I restarted the computer and found that the date and time had reset itself to the factory date and time meaning when the computer was first manufactured. Other than that, the computer works normally. Thanks for your time.

[Flood and Flood's wife]

Thanks MFLai, What's the system date & time now please, has it corrected? Have you checked the sysdate & time since the problem? Is it syncing with the world time service? Please check & let us know? Re GSI 5.2, please rerun & before starting it, go to "Settings", select options from there please? And, can you please upload the full GSI to a cloud storage of your choice, e.g., OneDrive, GoogleDrive, MegaDrive? Please post back the link? Thnaks so much!

[MFLai]

Hi, thanks so much for your reply. I immediately re-set the date and time to current date and time following my country's time zone when I saw the problem. I'll check what happens the next time I start the computer. I only see the problematical computer on weekends (it's at my granny's house). I'll get back to you next Sunday on all of the above. Sorry for the delay. Thanks again.

[Flood and Flood's wife]

I'll check what happens the next time I start the computer. I only see the problematical computer on weekends (it's at my granny's house). I'll get back to you next Sunday on all of the above.

Hello MFLai, Thank you for posting back and no problem, take your time, whenever you're ready we'll pick up where we left off. Thanks so much.

[MFLai]

Hello, I started the problematical computer and found the date and time to be correct, following my country's time zone. I reran GSI 5.2 and checked settings. I found Windows NT Event Logs included so I generated another report. This is the link https://drive.google.com/file/d/1mTA7UiYcb1xTCbzIGs6eDa5HkksmjUCr/view?usp=sharing Thanks for your time.

[Flood and Flood's wife]

Hello MFLai, Thanks for getting back to us, the data and the updated info:slight_smile:! It's good to know date and time is no longer an issue. May I ask please, is the original issue "Windows 7 cannot shut down after update Kaspersky Free Antivirus" persisting? If it is, please upload the FULL GSI & Windows logs please? The upload is incomplete. Please let us know? Many thanks!

[MFLai]

Hello, sorry for the long silence. The original issue was still persisting when I uploaded the last link. I've been transferred somewhere else to work so I gave the problematical computer to my cousin to look at. We'll contact you again if he can't solve the issue. Thanks for everything!

[Flood and Flood's wife]

Hello MFLai. Welcome back and thank you, but, no apology necessary, we do understand. Good luck with the computer and yes, we will always try to help. Best regards!