Author Topic: [Resolved] Unable to remove old and install new Internet Security suites.  (Read 2931 times)

0 Members and 1 Guest are viewing this topic.

Offline Hoov

  • Malware Removal Mentors
  • Global Moderator
  • Diamond Member
  • Posts: 22623
  • Unwilling part owner of Gov't. Motors and Chrysler
    • Hoov's Personal Site
If it is the student version then it can be on 3 computers. So you are safe. As for the repairs, you have done what is needed.

As for his computer, it is fine, just keep doing the updates.

Go ahead and run runscanner again and give me the new .run file.

Consumer Security

If I am helping you and you don't hear from me for 24Hrs, send me a PM Please!

Offline dastal

  • Bronze Member
  • Posts: 78
Hoov Here is the latest run file log

Offline dastal

  • Bronze Member
  • Posts: 78
Hoov I've noticed, or rather my wife has that there have been some unwanted changes in the last twenty four hours. I'm out of favour removing Sony Erickson's program without realising she can't download photos now from her phone and she's just come back from a working holiday. Yesterday she was able to download some photographs from a camera via Nikon Transfer and has been able to upload these to an email using the photos option on Hotmail. Yesterday she could click on them to view them before sending but having done the same today when she tries to view them she gets a Microsoft Silverlight pop-up instead. She has pressed OK but nothing happens. The box wasn't appearing yesterday. What is MS Silverlight because I've not seen it before. It was either installed or updated on 17/03/2012 probably at the time that I had a number of Windows updates. Is it an important program that I need for Hotmail.

Offline Hoov

  • Malware Removal Mentors
  • Global Moderator
  • Diamond Member
  • Posts: 22623
  • Unwilling part owner of Gov't. Motors and Chrysler
    • Hoov's Personal Site
Silverlight is Microsoft's competition to Java.

As for the problem with the photo's opening in the wrong program, if you go to the control panel and then to default programs, you can set what program opens each type of file. That will fix that problem. Unfortunately as we fix things, some settings changes will happen. Once all is done, we will have to resolve all of them. Hopefully there will not be to many.


Now, I want you to fix some autostart items by using the RUN file that I have attached with items marked for deletion:
  • Please download and extract the attached Zip file called runscannerdastal.zip to your Runscanner folder
  • Open Runscanner in Expert Mode by double-clicking runscanner.exe, checking "Expert" and clicking OK.
  • Click the "Open Run File" button
  • Browse to "runscannerdastal.run" (the run file you just unzipped) located in the Runscaner folder, and click Open
  • The screen will refresh after the run file loads
  • Click the "Item Fixer" button
  • The items selected to be fixed will be displayed and checked for removal
  • Click "Fix Selected items"
  • Confirm that you want to fix these items by clicking OK in the confirmation dialog box.
  • You will receive a "Done fixing items" message when removal is complete.
  • Reboot
  • Launch Runscanner again, save another .RUN File called runscannerdastal2.run
  • Zip up runscannerdastal2.run and attach it to your next reply please.

Consumer Security

If I am helping you and you don't hear from me for 24Hrs, send me a PM Please!

Offline dastal

  • Bronze Member
  • Posts: 78
Hoov I went to default programs but couldn't find any called Silverlight or Java or Microsoft Hotmail in the list. I'm obviously being a bit thick here but I'm assuming I need to put Java as my default for photos, am I right? If so would it be under another program name.

I think I've done what you asked regarding runsscanner but I did get a warning screen telling me if I removed the two identified programs I could cause lastiing damage to the internet connection or to the computer. Anyway its rebooted and I still have a connection so her goes. The log you requested is attached.

Offline Hoov

  • Malware Removal Mentors
  • Global Moderator
  • Diamond Member
  • Posts: 22623
  • Unwilling part owner of Gov't. Motors and Chrysler
    • Hoov's Personal Site
From that runscanner log it looks like two more of the problems are gone. I need you to go to your event viewer just as you did before, but this time instead of saving the logs, select clear log. It will ask you if you want to save them, that is up to you. Once you have cleaned both of them, reboot the computer. The play around with the computer and then get me a new set of the event viewer logs. You will be able to attach them here this time. They will be much smaller.

About the default programs, open that up and then select associate a file type or protocol with a program. I am assuming the pictures are jpg's? If they are scroll down to jpe , jpeg and jpg and select each on, one at a time and click the change program button. Select the program, or you may have to browse to the folder of the program before you can select it, make sure the checkbox is checked, and then click OK. From then until you change it again, that new program will open any file of that extension that you try and open.

Consumer Security

If I am helping you and you don't hear from me for 24Hrs, send me a PM Please!

Offline dastal

  • Bronze Member
  • Posts: 78
Hoov having trouble with this post because the system log is too big at over 1300 KB. can I confirm that it is the system log you wanted and not the security log. Anyway I'm sending the application log which is a mere 8KB.
Also I did as you instructed with the default programs and seems to have worked a treat but at least I know what to do now.

Offline dastal

  • Bronze Member
  • Posts: 78
Sorry Hoov I know your a busy guy but I was wondering whether we have finished or if there's anything else I had to do. Everything seems to be working fine at present and no more BSOD. I just want to say a heartfelt thanks for your patience and the wonderful help and clear instructions that you gave me. I will surely recommended anyone who has a problem to SH with confidence their problems will be fixed. Good luck to you.

Offline Hoov

  • Malware Removal Mentors
  • Global Moderator
  • Diamond Member
  • Posts: 22623
  • Unwilling part owner of Gov't. Motors and Chrysler
    • Hoov's Personal Site
I am sorry, I did not realize you had posted a response. I am sending you a PM on what to do with the logs. Could you send two new event viewer logs?

Did you get the jpg issue fixed?

Consumer Security

If I am helping you and you don't hear from me for 24Hrs, send me a PM Please!

Offline dastal

  • Bronze Member
  • Posts: 78
The logs are on the way. I've sent the Application ans Systems logs but not the Security log because I think they're the ones you asked for. Last time I sent the security log by mistake.The jpg problem seems to be sorted the way you instructed so a big thanks for that.

Offline Hoov

  • Malware Removal Mentors
  • Global Moderator
  • Diamond Member
  • Posts: 22623
  • Unwilling part owner of Gov't. Motors and Chrysler
    • Hoov's Personal Site
Your logs look good. There are two things that keep coming up, they are not problems though. First is a DHCP problem. If you are not using your Ethernet connection, if you right click on it and select disable, that will take care of that problem. The second is Bonjour. If the only apple products that you have is Itunes and Ipod, then you can uninstall Bonjour. It can always be reinstalled later if you need it.


If you have no more problems questions or concerns, then we can do some cleanup and call this done.

Consumer Security

If I am helping you and you don't hear from me for 24Hrs, send me a PM Please!

Offline dastal

  • Bronze Member
  • Posts: 78
Hoov, I've removed bonjour and stopped DHCP Client in Administrative Tools - Services I'm assuming that this is right. I did get a warning message when I did this stating "The computer will not receive dynamic IP addresses and DNS Updates. If this service is disabled any services that explicitly depend on it will fail to start."
When I unplugged the ethernet cable it had no affect on my internet connection so I presume it's not essential. However I wasn't able to uninstall bonjour with it unplugged and kept getting a warning notice. When I plugged it back in I was able to Uninstall.

Offline Hoov

  • Malware Removal Mentors
  • Global Moderator
  • Diamond Member
  • Posts: 22623
  • Unwilling part owner of Gov't. Motors and Chrysler
    • Hoov's Personal Site
DHCP Client needs to be enabled. I was under the impression that you connected to your router wirelessly. Is your connection wired or wireless?

Consumer Security

If I am helping you and you don't hear from me for 24Hrs, send me a PM Please!

Offline dastal

  • Bronze Member
  • Posts: 78
It runs with a wireless connection but the router was supplied by the broadband provider and the instructions were to connect an ethernet cable but when I disconnect it I still have internet access through a wireless connection. Its not connected right now.

Offline Hoov

  • Malware Removal Mentors
  • Global Moderator
  • Diamond Member
  • Posts: 22623
  • Unwilling part owner of Gov't. Motors and Chrysler
    • Hoov's Personal Site
If you want to use the wireless connection, unplug the Ethernet cable from both the computer and router, coil it up and stick it in the drawer with the rest of your spare parts. You only need one or the other not both. Then you can disable the Ethernet card.

Consumer Security

If I am helping you and you don't hear from me for 24Hrs, send me a PM Please!