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Flash player crashing my computer.

Mar 30, 2012 10:56 AM

I am running 64 bit windows 7 and am trying to install Adobe Flash Player 11.2.202.228. After installing, my computer will run for upwards of 20 minutes before it either freezes or I get the blue memory dump screen and I have to power it down. Only uninstalling stops this from happening. I am using Firefox 11. Please help.

17064 Views 33 Replies Latest reply: skrobbs, Apr 9, 2012 2:17 PM

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1. Chris Campbell,

Mar 30, 2012 11:08 AM in reply to skrobbs

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Hi skrobbs,
Sorry you're going through this. What type of things are you doing when your system crashes? If you're watching video, can you try updating your video drivers to the latest version to see if that resolves the problem?

Thanks,
Chris

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2. skrobbs,

Mar 30, 2012 11:55 AM in reply to Chris Campbell

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I am not watching video, just working away switching between various Office apps, Firefox, accounting software, etc . It seems to occur randomly, but always within about 20 minutes of me installing Flash Player. I have never had issues with Flash Player before.

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3. Chris Campbell,

Mar 30, 2012 12:09 PM in reply to skrobbs

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Could you see if it occurs without specifically using flash? It might be easiest to do this by disabling this plugin in Firefox.

Can you also check your Event Viewer to see if you have any errors that might correspond with the times that the system has rebooted under the Application or System windows logs?

Thanks,
Chris

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4. t3hnuub,

Mar 30, 2012 2:22 PM in reply to skrobbs

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I have the exact same issue. 3 times the computer just froze, and one time it blue screened. I won't be doing anything and my firewall will ask for access to some flash update through the website akamaitechnologies.com (or something close to that). If I don't allow or deny the request nothing goes wrong, but if I do allow or deny it my computer crashes. The IP of the reqesting address is 184.29.210.70, if it helps.

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5. Chris Campbell,

Mar 30, 2012 2:38 PM in reply to t3hnuub

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Thanks for the feedback.

Can you both send me your FlashInstall.log? You can reach me at ccampbel@adobe.com.

Do you recall if you used the default option to enable automatic silent updates when you installed 11.2? If so, could you open your mms.cfg file (found in the same location as the FlashInstall.log) and add the following line:

SilentAutoUpdateVerboseLogging=1

Then, let the computer run for an hour (or until the next crash) and grab the FlashInstall.log again and send it my way.

Thanks,
Chris

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6. t3hnuub,

Mar 30, 2012 3:11 PM in reply to Chris Campbell

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Email sent. I rebooted and tried to change the file, but I get an "Access is Denied" error.

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7. Chris Campbell,

Mar 30, 2012 3:19 PM in reply to t3hnuub

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Thank you for the log. What virus scanner / firewall do you guys have installed?

Chris

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8. t3hnuub,

Mar 30, 2012 3:21 PM in reply to Chris Campbell

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ESET Smart Security.

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9. Chris Campbell,

Mar 30, 2012 3:50 PM in reply to t3hnuub

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t3nuub,
Are you also using Firefox? Could you make sure both the IE and the "Other browser" installs are done. We're trying to pinpoint if it's an issue with ESET crashing when downloading our installer or simply our xml.

64 bit Flash Player for ActiveX (Internet Explorer)
64 bit Flash Player Plug-in (All other browsers)
32 bit Flash Player for ActiveX (Internet Explorer)
32 bit Flash Player Plug-in (All other browsers)

Thanks,
Chris

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10. t3hnuub,

Mar 30, 2012 3:59 PM in reply to Chris Campbell

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I am using Firefox. I downloaded and tried to install the 64 bit Flash Player for ActiveX (Internet Explorer), but while installing my computer blue screened. I'll try to install again and change this post if it does not crash or BSOD.

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11. Chris Campbell,

Mar 30, 2012 4:23 PM in reply to t3hnuub

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If you're unable to install, could you try disabling ESET? If it works with ESET disabled, please check to see if they have an update available.

Chris

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12. t3hnuub,

Mar 30, 2012 4:38 PM in reply to Chris Campbell

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I disabled ESET and attempted to install it, but I got a blue screen with the error message BAD_POOL_CALL or something similar. After the reboot I checked ESET for updates and it says it is up to date.

I just checked to see if Windows 7 is up to date, and it is not, so I will install these updates right now.

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13. t3hnuub,

Mar 30, 2012 7:01 PM in reply to t3hnuub

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Okay. I managed to finally get both 64 bit versions installed. (edit) - It still crashes, but now ESET does not notify me about any update checking; it just plainly freezes. -

First I attempted to install the Windows 7 Service Pack 1, but I have a different issue with that which I won't go into much detail about, but it was a failed attempt. I thought about it for a bit, and decided to install IE9, so I downloaded the .exe from Microsoft and attempted to install it, but I got a BSOD.

I went into safe mode with networking, went to the programs list in the control panel, and uninstalled everything related to Adobe Flash Player. I then installed IE9 through their website download. I restarted and again booted in safe mode with networking to install the 64 bit Flash Player for ActiveX (Internet Explorer). Installation was just fine for that, so I rebooted in safe mode with networking again just to be safe to install the 64 bit Flash Player Plug-in (All other browsers) and all was well. I booted up my computer normally and checked youtube videos on both IE9 and Firefox, and all is well.

On the reinstall I chose the option to notify me before installing any updates.

EDIT: After this recent freeze, I'll be continuing to install Windows 7 updates through safe mode.

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14. Carl E. Myers Jr.,

Mar 30, 2012 7:38 PM in reply to t3hnuub

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I suggest you run the SFC: http://support.microsoft.com/kb/929833

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15. t3hnuub,

Mar 31, 2012 8:52 AM in reply to Carl E. Myers Jr.

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100% verified. No problems there.

I've completely uninstalled ESET and updated Windows. My computer has been up for about an hour and it hasn't crashed. I guess the problem is more with ESET on my end. Thanks for the help.

I just went back to the ESET website and it turns out they're up to version 5.*. I was running on version 4, yet when I ran the update it definitely said I had the most up to date version installed.

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16. skrobbs,

Mar 31, 2012 7:30 PM in reply to Chris Campbell

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For some reason, Flash does not show as a plugin for Firefox when I go to the plugins area, so I can't diasble it. I checked the event viewer and I do see events logged that mention the blue screen. I am not sure exactly what I am supposed to be looking for here, so let me know what info would be helpful.

I sent you the install log. To answer your other regarding the option for silent updates, I did not select it as I am not give the option to make any selections when it installs. It simply installs and said done.

I am also using ESET, version 4. I will try uninstalling it and then installing Flash and see what happens

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17. skrobbs,

Mar 31, 2012 7:22 PM in reply to Chris Campbell

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Chris,

I sent you the install log. To answer your other regarding the option for silent updates, I did not select it as I am not give the option to make any selections when it installs. It simply installs and said done.

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18. Stephen Pohl,

Mar 31, 2012 7:25 PM in reply to skrobbs

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Hi skrobbs,

Could you tell us what anti-virus and/or firewall you're using?

Thanks!

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19. skrobbs,

Mar 31, 2012 7:32 PM in reply to Stephen Pohl

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I am reading through all of the postings now and realize it is likely ESET. I am having trouble installing service pack 1 just like th3bnuub is, so I will uninstall ESET and try installing Flash and Windows updates.

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20. w 7 64 bit,

Apr 1, 2012 1:29 AM in reply to skrobbs

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Exatly same problem in here first I get a short green screen, after that everything crash and goes to the blue screen.

All drivers updated and I could not browser or use the computer after instal.

Have to unistall flash in safe mode to use my computer again.

what are the ideas ?

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21. Stephen Pohl,

Apr 1, 2012 1:45 AM in reply to w 7 64 bit

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Hi w 7 64 bit,

Could you please share the name of your anti-virus and firewall, if any?

Thanks,
Stephen

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22. w 7 64 bit,

Apr 1, 2012 2:15 AM in reply to skrobbs

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Mcafee

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23. TomW.AME,

Apr 2, 2012 6:49 AM in reply to skrobbs

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I ran across a client having a similar issue this morning. Her system was consistently bluescreening at 20 past the hour all day on 3/31.

I checked and found that the adobe flash updater was scheduled to run at 19 past the hour. When I tried installing the update manually from the Adobe website, it bluescreened as well.

Disabling the update task has stopped the crashes for now, but still leaves the root cause unidentified.

She had not experienced this issue before 3/31.

We are using ESET for antivirus, so it's possible there's an issue with one of their definition updates from this weekend.

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24. slavotom,

Apr 2, 2012 12:23 PM in reply to skrobbs

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Hi, after last update installed, same problem here. When computer is idle for aprox. 20 minutes, BSOD happen. Windows 7 / 32bit, ESET NOD 32 (4.2.58.5).

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25. t3hnuub,

Apr 2, 2012 3:32 PM in reply to slavotom

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For those of you using ESET Version 4, try downloading version 5 from their website. That fixed my issue. I contacted their customer support about the problem and have yet to get a response.

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26. Chris Campbell,

Apr 3, 2012 5:19 PM in reply to t3hnuub

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Thanks for the heads up on version 5. Has anyone else tried updating to see if this resolves the problem?

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27. skrobbs,

Apr 4, 2012 8:52 AM in reply to t3hnuub

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I have installed the Flash Player plugin and haven't have any issues since ESET was uninstalled. I am waiting for my network admin to install ESET version 5 tonight, so we will see what happens. Strangely, ESET has not caused these issues on any of our computers at work that are all running version 4.

t3nhuub, have you been able to install windows service pack 1 since you updated to version 5? I tried to install it last night with ESET uninstalled and had the same problem. When the computer attempts to finish the installation, it says it is configuring windows, and always hangs at the 15% configuration mark. I then have to reboot in sale mode and allow it to uninstall. I am curious since you also said you had issues with service pack 1. I have not tried to do the actual installation in safe mode yet.

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28. t3hnuub,

Apr 4, 2012 2:29 PM in reply to skrobbs

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I have not been able to install SP1, but for reasons ESET isn't causing. I also used to have that freeze up at 15%, and after some research I found out ESET was causing that issue. If you have ESET uninstalled you shouldn't have issues installing SP1. When I try to install it with or without ESET 5 installed I get error_not_found 0x80070490. I think it's because of the last failed attempt to install it.

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29. skrobbs,

Apr 5, 2012 6:17 AM in reply to t3hnuub

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I tried two nights ago to install service pack 1 with ESET completely uninstalled and it still hung at the 15% mark. I have found many instances of people claiming this exact same thing happens to them with service pack 1, but no answers of course from microsoft.

I tried last night to do other updates excluding service pack 1 and many of those failed also. Frustrating. Adobe Flash has continued to work however. We will see what happens when we try installing ESET version 5, which I am still waiting on our network admin to do.

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30. Chris Campbell,

Apr 5, 2012 11:18 AM in reply to skrobbs

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Thanks for updates. Please keep them coming.

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31. Chris Campbell,

Apr 6, 2012 6:25 PM in reply to Chris Campbell

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I've received word from ESET that this is a known issue. Systems which have their latest business version 4.2.76 or the latest home version 5.x will not crash with Flash Player's automatic update service.

Yesterday, an automatic program component upgrade was also made available for older versions. For more information, please see the following KB article:

http://kb.eset.com/esetkb/index?page=content&id=SOLN2981

Thanks,
Chris

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32. skrobbs,

Apr 9, 2012 2:16 PM in reply to t3hnuub

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I ran the readiness tool available on the link below and was finally able to install sp1.

http://windows.microsoft.com/en-us/windows7/troubleshoot-problems-inst alling-service-pack

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33. skrobbs,

Apr 9, 2012 2:17 PM in reply to Chris Campbell

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System admin installed new copy of ESET today and Flash Player has been working fine, no crashes. Not sure why my computer was the only one in the company that crashed, but who cares now that it works.

Thanks for your help in troubleshooting this one Chris.

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