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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 38517
Experience:  Over 15 years of consulting to the IT industry
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/support.google.com/chrome/answer/95669?p=e_awsnap&rd=1 This

Customer Question

/support.google.com/chrome/answer/95669?p=e_awsnap&rd=1
This crops up and blocks the web page with a blue screen and "Aw Snap!" Can you help?
Alan Fosker
Submitted: 3 years ago.
Category: Computer
Expert:  Chris L. replied 3 years ago.
Hello my name is XXXXX XXXXX I will be happy to assist you.

One thing I did not see mentioned above is creating a new chrome profile. Or if possible wiping out the chrome profile all together.

When chrome is uninstalled it leaves behing a good amount of files and your settings in the profile folder. Since you have had no success with uninstalling and reinstalling then that could be where your issue lies.

Try the following:
Next Exit Google Chrome completely.

Next press the Windows key and E to open Windows Explorer.

In the Windows Explorer window that appears enter the following in the address bar.

%USERPROFILE%\Local Settings\Application Data\Google\Chrome\User Data\

Locate the folder called "Default" in the directory window that opens and rename it as "Backup default."

Try opening or installing chrome again.

If that does not work try the following.

In windows explorer browse to:
C:\Users\YOURUSERNAME\AppData\Local

Within this folder right click the Google folder and choose properties.

Next click the previous versions tab. Hopefully it will list some earlier versions of this folder.

Attempt to restore to an earlier version and try again.

If you need further help please do not hesitate to reply back and let me know.

Thank You
-Chris
Customer: replied 3 years ago.

Suggestions do not work. Can you suggest anything else?

Expert:  Chris L. replied 3 years ago.
Yes there are a lot of things we can try.

First to be clear, when exactly are you seeing the aw snap page? Is it random or is it when watching a video?

Would you be open to the idea of a remote support session where I could connect to your computer and have a look and possibly fix this for you? That would be quickest because there could be many things causing this issue.

Let me know and we can set up an appointment to have me look at it.

Thanks,
Chris
Customer: replied 3 years ago.

Main google page is seen when pressing the google chrome icon. How ever clicking email or google help support results in the blue Aw snap! screen. If a remote connection would work without compromising security then I would be interested? Alan

Expert:  Chris L. replied 3 years ago.
Yes, remote is secure, it will be a direct connection between you and I and once finished there will be no further way for anyone to connect.

If you think you would like to do that please let me know a time or day that works for you.

I am available this evening after 7pm EST as well as tomorrow evening.

Please let me know.
Customer: replied 3 years ago.

What time is 7.00pm EST in the Uk?

Expert:  Chris L. replied 3 years ago.
1am I believe so that is too late I am sure.

What are the best times for you? I can try and move some things around and meet your schedule.
Customer: replied 3 years ago.

7.00 to 9.00pm GMT would suit me? Alan

Expert:  Chris L. replied 3 years ago.
Ok I am working on a few things at the moment but can I connect now and have a look at the issue, this will at least give me an idea of how deep this problem goes and how long it may take to fix.

Perhaps depending on the issue I can just fix it very quick.
Customer: replied 3 years ago.

ok lets try it

Expert:  Chris L. replied 3 years ago.
Sorry, you replied an hour after I sent that so now I do not have time.

Let me try and get you someone in your time zone. I am going to open the question and try have one of my colleagues assist you.

Please do not reply at this time other wise it will lock the question to me. You will receive an email when someone is able to assist.
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Chris asked me to assist you here.

Can I connect to your computer so we can solve this directly please?

If so, Can you please click on my link below.

http://tinyurl.com/9439e

This will download a program to your computer.

Run this program by double clicking it.

You will then see a Code and Password.

Please send that to me in your next message.

Make sure to seperate the code numbers with a space eg: 1 2 3 4 5 6 7 8 9

Thank you
Customer: replied 3 years ago.

How long should this take?

Expert:  Richard replied 3 years ago.
Not too long, depends on what the actual issue is which I need to find, but usually around 15 minutes
Customer: replied 3 years ago.

I haven't got the code or password XXXXX up yet?

Expert:  Richard replied 3 years ago.
you need to do the instructions as I indicated.

I will again repeat them

Can you please click on my link below.

http://tinyurl.com/9439e

This will download a program to your computer.

Run this program by double clicking it.

You will then see a Code and Password.

Please send that to me in your next message.

Make sure to seperate the code numbers with a space eg: 1 2 3 4 5 6 7 8 9

Thank you
Customer: replied 3 years ago.

I have tried twice to load9439e without success?

Expert:  Richard replied 3 years ago.
What is the error you get?
Customer: replied 3 years ago.

No error. Just a blank screen. Plus a small window asking if iwant to save team....

Expert:  Richard replied 3 years ago.
yes, and you save the file then run it and give me the ID and Password
Customer: replied 3 years ago.

Download failed

Expert:  Richard replied 3 years ago.
Downloaded it again please.

It works, in between us doing it I have had 3 customers do this.

Can you please click on my link below.

http://tinyurl.com/9439e

This will download a program to your computer.

Run this program by double clicking it.

You will then see a Code and Password.

Please send that to me in your next message.

Do not close the program, please leave it open.

Make sure to seperate the code numbers with a space eg: 1 2 3 4 5 6 7 8 9

Thank you
Customer: replied 3 years ago.

9 4 2 0 4 2 0 5 8


password XXXXX 3 5 6

Expert:  Richard replied 3 years ago.
connected
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 38517
Experience: Over 15 years of consulting to the IT industry
Richard and 3 other Computer Specialists are ready to help you
Customer: replied 3 years ago.

Just tested google chrome and some links to web do not work eg Gmail get the aw snap picture

Expert:  Richard replied 3 years ago.
ok, can you close all programs.

Click start and type in

%temp%

press enter

delete all the and folders files listed here.

If windows complains of a file being in use, skip it.

Once done, restart the computer and tell me if you still have the problem please.

Customer: replied 3 years ago.

subsequently tested google chrome and the Aw snp fault is still there?

Expert:  Richard replied 3 years ago.
ok, can you download the program Revo Uninstaller (you can use the 30 day trial) from here

www.revouninstaller.com

Download and install this.

Once installed, run it and within the program, uinstall google Chrome.

as part of the uninstall process, make sure to remove all registry keys and files (you select all then delete) it will lead you on this.

Once done, restart the computer.

Then install Google Chrome from my link below

www.google.com

Once installed, restart the computer and tell me if it now functions please.

Customer: replied 3 years ago.

Now had time to do the above suggestions but the problem is still there. Google works OK with normal sites but has a complete block on Gmail and google help and accounts and any sign-on activity. I deleted chrome and reinstalled it as you suggested. Are we running out of ideas? I thought that if I could get to the sign-on screen that this might help but the blue screen blocks that approach.

Expert:  Richard replied 3 years ago.
ok, in Chrome, click on the bars in the top right and click Sign in.

Sign in to your Gmail account and when you have, then try to access Gmail.

Let me know the results please

Customer: replied 3 years ago.

Seems to be solved by going to a new tab incognito and signing in. Just hoping this will be permenent? Thanks for all your suggestions. Alan

Expert:  Richard replied 3 years ago.
Your welcome Alan,

Try restarting the computer and seeing if it stays solved, as then we know for sure if it stays working.

Customer: replied 3 years ago.

Still there in good order even though shut down and restarted. Looking OK now.

Expert:  Richard replied 3 years ago.
Great!

Let me know if the problem occurs again please.

Customer: replied 3 years ago.

Not sure why I have been charged twice for £28 as only one question has been attempted.? As it happens I still have the same problems as I started with although slightly modified in that it appears when attempting to opens some of the subsequent web pages.


Do not charge me anymore money and I would like a refund on the second payment of £28 as I did not sign up to that payment. Alan


 

Expert:  Richard replied 3 years ago.
I only see one question for you, so not sure why you were charged twice, it may be a refund in process, but email

[email protected] for this as they will handle all payment related questions (I am just an engineer here)

Let me know if you have any difficulties please