Why this startup error every time? "Failed to start image manager" AVG / Avast

bsaintg
bsaintg Quicken Windows Other Member ✭✭
edited November 2022 in Errors and Troubleshooting (Windows)
Exception:
System.Exception: Failed to start image manager
at EO.Internal.vpsi.wxpi.hiva()
at EO.Internal.vpsi.wxpi.mccq()

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and so on for pages
«1

Comments

  • Quicken Jared
    Quicken Jared Quicken Mac Subscription Alumni ✭✭✭✭
    edited October 2022
    bsaintg said:
    Exception:
    System.Exception: Failed to start image manager
    at EO.Internal.vpsi.wxpi.hiva()
    at EO.Internal.vpsi.wxpi.mccq()

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    and so on for pages
    Hello @bsaintg, 

    I am sorry about this problem with launching the program. Thank you for asking about this here on the Quicken Community.

    First, are you making use of any new antivirus software? Also, let us know if you are utilizing Avast, as this has been reported as related to these kinds of error messages in the past. If you are making use of Avast, or any new antivirus programs, it may be necessary to remove these programs in order to troubleshoot this issue further. 

    I look forward to hearing more from you about this.

    Thank you,

    Quicken Jared 
  • bsaintg
    bsaintg Quicken Windows Other Member ✭✭
    Thank you for the quick reply, Jared.
    I am using (and have used for two decades) AVG antivirus software. You're right, that could be the problem. If other users are not reporting this new lengthy error message, I have two options as I see it:
    1. try to tweak AVG
    2. uninstall and reinstall Quicken, although Quicken currently reports that my version is the latest. Perhaps something corrupted it? Would it be safe for me to back up my accounts and delete, then reinstall, the program? That seems extreme, in my admittedly limited experience of these error issues.
    Thank you again for your help.
  • UKR
    UKR Quicken Windows Subscription SuperUser ✭✭✭✭✭
    Here's a lengthy discussion about this issue ... something for a good nighttime reading ...
    Latest consent, at least for some, seems to be that an update to AVG (Avast) has resolved the problem. It might be best to contact AVG Support for details.

  • bsaintg
    bsaintg Quicken Windows Other Member ✭✭
    Thank you again. I will try that now.
  • JadedInCali
    JadedInCali Member
    Y'all need to get together with Avast and figure out how to stop this from continuing to happen. It's annoying, but not fatal to the use of Quicken, but likely intimidates a number of your customers.

    --j

    Quicken Version R44.27
    Build 27.1.44.27
    Avast Version 22.8.6030 (build 22.8.7500.749)
    Virus Definitions 221023-6

    Dump:

    Exception:
    System.Exception: Failed to start image manager
    at EO.Internal.vpsi.wxpi.hiva()
    at EO.Internal.vpsi.wxpi.mccq()

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    Begin_Block_2... (Dump too long to post in its entirety.
  • pt216
    pt216 Quicken Windows 2017 Member ✭✭
    AVG too is showing Rundll32
  • Jason Gittman
    Jason Gittman Member ✭✭✭
    Avast just updated and now Quicken is getting the runtime exception again.  This was the same problem that occurred about a month ago and was not fixed until Avast and AVG did updates.  So now here we are again and I guess we will have to wait until these antivirus programs issue a fix in the form of a new update.
  • kmagnush
    kmagnush Quicken Windows Subscription Member ✭✭
    I saw discussions about this from September, but didn't see any resolution. Yesterday, I opened and closed Quicken in the morning without a problem. Then, the next time, got this EO.Base.Runtime.Exception error. On occasion, also get a RUNDLL32 error, which AVG is investigating and has temporarily made an exception. This morning, Quicken opened just fine! Does anyone have any idea as to what's going on?
  • JBAH
    JBAH Quicken Windows Subscription Member ✭✭
    In the last couple of days when opening Quicken (Windows) my antivirus software says it secured rundll32.exe[13868] because it was infected with WIn32:APTX-gen[Trj]. Where is this coming from?
  • SamWilliamson
    SamWilliamson Quicken Windows Subscription Member ✭✭
    Running quicken gives me an error from Avast: run time error, or virus, or trojan horse.

    Here is the message: Exception:
    System.Exception: Failed to start image manager
    at EO.Internal.vpsi.wxpi.hiva()
    at EO.Internal.vpsi.wxpi.mccq()

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  • as2qkn
    as2qkn Quicken Windows Other Member ✭✭
    Avast 22.9.6034 (build 22.9.7554.750) Virus definitions 221023-6 is blocking Quicken (Home and Business) version R44.27 Build 27.1.44.27 due to a rundll trojan: "Win32:APTZ-gen [Trj]". I've submitted a false positive report to Avast with this same information.
  • as2qkn
    as2qkn Quicken Windows Other Member ✭✭
    Details attached. The error file reported by Windows starts with:

    Exception:
    System.Exception: Failed to start image manager
    at EO.Internal.vpsi.wxpi.hiva()
    at EO.Internal.vpsi.wxpi.mccq()

    Begin_Block_1
    gAAAACr6PKqswOFRLzvaswf5DP7IlJazrss+nRE9S+MsRc6kwew+lZRy5bSlROGE2Z6LoTNJJHGh

    I can post the complete message if that will help.
  • Norm
    Norm Member ✭✭
    edited October 2022
    My Avast is up to date Oct 24 versions and Quicken is on the latest Canadian version.
    When I open Qkn Avast still says there is a virus in it. second time in about a month.
    Quicken needs to work with Avast and other to get their product working.
    When I turn off Avast shields Qkn opens fine using windows defender turned on
  • Dave Brandman
    Dave Brandman Member ✭✭✭
    So I started getting the problem yesterday. I went into Avast and updated both the virus definitions and the program (there was a small update) and the problem went away. As others have noted, this is a repeat of the problem from a month ago. Anyway, this morning, the problem was back and updating the virus definitions did not solve the problem. There were no program updates.
  • Kalman
    Kalman Quicken Windows Subscription Member ✭✭
    Submit the bug request to AVAST..
    https://www.avast.com/false-positive-file-form.php
    this was resolved for a few weeks and now its back
  • Kalman
    Kalman Quicken Windows Subscription Member ✭✭
    https://www.avast.com/false-positive-file-form.php
  • Quicken Jared
    Quicken Jared Quicken Mac Subscription Alumni ✭✭✭✭
    JBAH said:
    In the last couple of days when opening Quicken (Windows) my antivirus software says it secured rundll32.exe[13868] because it was infected with WIn32:APTX-gen[Trj]. Where is this coming from?
    Hello @JBAH, 

    I am sorry to hear about these problems with launching errors and antivirus software seemingly preventing proper functioning of the software. Thank you for asking about this here on the Quicken Community.

    Are you currently making use of Avast antivirus software? If not, what particular kind of antivirus software is currently in use?

    I look forward to your answers, and I hope to provide further information once I know more about the situation. 

    Thank you,

    Quicken Jared 
  • jpturley771
    jpturley771 Quicken Windows Subscription Member
    I am also getting that message. I am using AVG Free virus software. The file path is rundll.32.exe. It is possible that Quicken is attempting to download and install an update.
  • jpturley771
    jpturley771 Quicken Windows Subscription Member
    The Quicken runtime exception:
    Exception:
    System.Exception: Failed to start image manager
    at EO.Internal.vpsi.wxpi.hiva()
    at EO.Internal.vpsi.wxpi.mccq()

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  • Mike Bell
    Mike Bell Member ✭✭
    edited October 2022
    old issue reappearing, today after weeks of no issue my anti-virus AVG says quicken 2022 Windows is a virus. Your update from weeks ago fixed it but it has appeared again. I thought you should know and please fix.
  • rjstephan
    rjstephan Quicken Windows Other Member ✭✭
    Work Around - Right-click on Avast system tray icon and select Avast shield controls and then select on of the options. This should allow Quicken to run.
  • Trekkie965
    Trekkie965 Quicken Windows Subscription Member
    Per advice from Quicken Support, I had to turn off AVG to start Quicken R44.27 or I get this error message:
  • Trekkie965
    Trekkie965 Quicken Windows Subscription Member
    Run time exception:
    Exception:
    System.Exception: Failed to start image manager
    at EO.Internal.vpsi.wxpi.hiva()
    at EO.Internal.vpsi.wxpi.mccq()
  • Rick56
    Rick56 Member ✭✭✭
    edited October 2022
    Here too. Same image. I was able to launch Quicken Deluxe without the error if I disable the Avast Shield temporarily. Long enough to launch it. Not sure what changed to generate this error. 
  • clark W
    clark W Quicken Windows Subscription Member ✭✭
    Avast probably updated their definitions again, but and repeated the prior error which caused this. Quicken needs to report the problem to Avast and get this permanently fixed.
  • bsaintg
    bsaintg Quicken Windows Other Member ✭✭
    I have AVG on my PC, not Avast. Both Q. and AVG report that they are up to date. I will be patient and wait for a fix on either side. Meanwhile, it's just a one-click delay in launching Q. and it seems to work fine without whatever DLL is being blocked. So I can keep working. I think I will check in on the AVG community to see what's cooking there. It's 10/23, aka National Sarcastic Awareness Month. Nothing implied there, just happened to be in my mind. Thank you for reading.
  • bsaintg
    bsaintg Quicken Windows Other Member ✭✭
    edited October 2022
    It occurs to me that these sorts of recurring software conflicts might be making us less careful about safe computing (*real* malware alerts). That could be a bad thing in the long run. Stay sharp, my co-users.
  • MarileeC
    MarileeC Quicken Windows Subscription Member
    Same problem. Subscription AVG. Quicken Tech Support has twice now had me reload Quicken only to have it happen again. Trojan in the Quicken startup software. When AVG detects and secures it, still get a runtime exception from Quicken on the image manager. Running Quicken R44.27 Build 27.1.44.27
  • JBAH
    JBAH Quicken Windows Subscription Member ✭✭
    Hello Quicken Jared. I'm running AVG Internet Security. Situation similar to bsaintg
  • loooong time user
    loooong time user Quicken Windows Subscription Member ✭✭
    why should I have to turn off my antivirus to let quicken run when my anti virus says its infected?
    wouldnt the smart thing be to believe the anti virus software and assume that quicken is infact infected?
This discussion has been closed.

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