Error in graphic driver occured

Hello  @nellai87,

Did you update to patch(E) as @Friend advised?

Please let us know?

Thank you.

@nellai87 Can you please also submit

1. GSI Log
2. Screenshot : https://support.kaspersky.com/common/diagnostics/492

Hello, I have the same problem, but I need the Nvidia drivers to work as well, so just removing or renaming the drivers is not an option for me, when will Kaspersky have a fix for this?

"Error in graphics drivers occurred" which appears and keeps coming back preventing KASPERSKY ANTIVIRUS from launching.

This is a known bug in the latest 2020 version of KASPERSKY ANTIVIRUS which does not exist in the 2019 version of the program.

If you have this problem, your PC is equipped with 2 graphics cards.
An INTEL which is a low-power card in electrical energy and which is used when your PC is on battery or in office mode.
The other, more powerfull (Nvidia or other brand) is used for the best video quality, transfer via an HDMI port, ect.
Windows switch from one to the other depending on your setting in Windows Power Options. The INTEL basic graphics card is in perfect harmony with your computer processor and takes up its transfer energy and resources on the processor while also consuming RAM memory.
The secondary card (Nvidia or other brand) is more autonomous, with its own processor and integrated RAM memory. It is however much more greedy in electrical energy.

To temporarily resolve this "error in graphics drivers occurred" problem generated by KASPERSKY, and while waiting for KASPERSKY to resolve its own, you will only use one graphics card on your PC.
To do this, you go to the Windows device manager (peripheric manager) , then go to "Graphics Cards". Right click on the video card you wish to deactivate, then click on "deactivate".
- If you work more on office automation and internet, if you often use your PC on battery, deactivate the most powerful (Nvidia or other brand).
- If you use the battery, and you rather take photos, video and you use the HDMI transfer, deactivate the INTEL card.
When KASPERKY LAB will have solved its oversight problem in the switch and sharing of video cards, you will be able to reactivate your INTEL or NVIDIA card or another brand.

Otherwise, while waiting for KASPERKY LAB to resolve its dual graphics card monitoring management problem, you can return to the 2019 version of KESPERSKY ANTIVIRUS which works perfectly fine.

A) Uninstall Kaspersky Anti-Virus if the installation has been made

A guide to uninstall applications for Windows 10 is available here: https://support.microsoft.com/fr-tn/help/4028054/windows-10-repair-or-remove-programs

B) Install Kaspersky Anti-Virus 19:

1. Download the installation file for the latest version of Kaspersky Anti-Virus 19.0.0.1088, by clicking on the following link:
https://box.kaspersky.com/f/b8a64633d1944e8da441/?dl=1

Hello  @bsevinc,

Welcome!

The current KAV installation, which patch(x) is applied?  x = letter

Please let me know? 

Note : a fix was applied in patch E, however, it appears a further fix is going to be distributed in the future, no ETA atm. 

Thank you.

Hello   @bsevinc,

You’re very welcome!

Patch E was released in October, 2019, so there’s a good chance you did have it, the current advice is, a further fix is required which is yet to be released in a patch.

Atm, the latest patch is G - v20 release notes

• The install installer step done above is v19.0.0.1088v19 Release notes

Before doing anything more:

I’d like to look at your system, may I have a GSI&Windows Logs, upload zip folder to cloud & post back the link please?

And, please tell me:

1. How was uninstall/reinstall done - please detail all steps?
2. Is KAV Free or Premium? (Free has config limitations, no Tech Support & Advertising, if we know this we don’t waste your time telling you to, for example “contact TS”)…
3. Please also check:

• (a) System requirements
• (b) List of applications incompatible with KAV20

Thank you

Hello  @bsevinc,

Thank you for replying & the data.

Before “0x* referenced memory @ 0x0*, memory could not be read” error, was the ORIGINAL issue “graphic driver” error? 

Please let me know?

Thank you

Hello  @bsevinc, 

‘Thank you for the confirmation of the original error. 

I will update shortly. 

Please don’t make any changes in the interim.

Thank you

Hello  @Gilportier,

Thank you for posting again.

May I ask why you’re making duplicate replies in multiple topics ?

Kaspersky has acknowledged a further fix is rqeuired, no ETA has been announced atm. 

Thank you

Hi @FLOOD , I have attached the updated logs. Please let me know how to proceed. Thank you

Hello  @bsevinc,

Please follow these steps, note: if at any step there is a problem, stop, let me know the issue please? 

• 1. Uninstall KIS, save License information only, ignore the other 5 options, at the completion of the uninstall, Reboot.
• 2. Login, set Windows to run in SafeMode, select Restart, login to SafeMode. 
• 3. Windows Search , type cmd, select cmd.exe, rightclick, run as Administrator

copy & paste

sfc /scannow

press enter, allow the process to complete. 

Go to C:\Windows\Logs\CBS\
Save CBS.log to Desktop

• 4.  Windows Search , type Powershell, select Powershell.exe, rightclick, run as Administrator

Copy & paste 

wevtutil el | Foreach-Object  

press enter, allow the process to complete. 

• 5. C:\Users\YOURNAME\AppData\Local\Temp

Delete everything in Temp, note: there may be a few files or folders "in use", select "Skip". 

• **5a. If there are other Windows User profiles on the device, rerun 5. for all Users, except Adminstrator, Default & Public.**
• 6. C:\Windows\Temp

Delete everything in Temp, note: there may be a few files or folders "in use", select "Skip". 

• 7. Boot Windows back to normal mode, login, do not start any apps.
• 8. C:\Program Files (x86)\Kaspersky Lab - take a screen image, attach to your reply? 
• 9. C:\ProgramData\Kaspersky Lab - take a screen image, attach to your reply?
• 10. Run GSI & Windows Logs, upload folder to cloud & post the link? 
• 11. Attach CBS.log to your reply please?

Thank you

@Friend,

Atm we are preparing  @bsevinc’s system to clean install KIS, before he will follow your instructions. 
Thank you. 

Hello @bsevinc,

Yes, I did look at the logs. 

I sent the detailed instructions on that basis and bc we need to prepare your system. 

There’s no point applying anything if existing problems aren’t resolved.

Run Windows in SafeMode, without making any changes, so you’re familiar with what it feels like. 
Running Windows in SafeMode is only temporary, to do the procedures I’ve sent thru.

The procedures need to be followed carefully

There is no ETA for H.

Have a good break, travel safe.