software installation problem ( complicated)

[Doug]

Dear All,

Let me start by saying I am an average computer user who has some
(limited) knowledge about operating system and has plenty of
experiences debugging trivial issues with Windows operating systems.

I've encountered a very strange problem lately, when I tried to
install an undated version of Cisco VPN in my laptop computer. The
installation could start, I could see the language options, then
nothing would continue. The same issued happened with an Acrobat
Reader update. It would not continue. I then downloaded an FoxitReader
(a PDF reader). Its executable installation file would not do
anything. At this point, I realized something was wrong with my
computer.

So what was different? I thought it might be the Zone Alarm Suite I
just installed. I then uninstalled ZoneAlarm, the same issue
persisted.

The error information in the Event Viewer when trying to install VPN
is
Event ID 11708
Source: MsiInstaller

I also upgraded the OS to XP SP3. It did not help either.

The entire Hijackthis Report is as follows,
Logfile of Trend Micro HijackThis v2.0.0 (BETA)
Scan saved at 14:02:04, on 2008-1-4
Platform: Windows XP SP3, v.3264 (WinNT 5.01.2600)
Boot mode: Normal

Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\system32\ZoneLabs\vsmon.exe
C:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe
C:\Program Files\Common Files\Symantec Shared\ccEvtMgr.exe
C:\WINDOWS\system32\spoolsv.exe
C:\Program Files\Symantec AntiVirus CE 9.0.1\DefWatch.exe
C:\WINDOWS\system32\tcpsvcs.exe
C:\WINDOWS\system32\svchost.exe
C:\Program Files\Symantec AntiVirus CE 9.0.1\Rtvscan.exe
C:\WINDOWS\system32\wscntfy.exe
C:\WINDOWS\Explorer.EXE
C:\PROGRA~1\SYMANT~1.1\VPTray.exe
C:\Program Files\Common Files\Symantec Shared\ccApp.exe
C:\Program Files\Zone Labs\ZoneAlarm\zlclient.exe
C:\Program Files\FeedReader30\feedreader.exe
C:\Program Files\Mozilla Firefox\firefox.exe
C:\WINDOWS\system32\mmc.exe
C:\WINDOWS\system32\mmc.exe
C:\WINDOWS\system32\msiexec.exe
C:\WINDOWS\system32\conime.exe
C:\Documents and Settings\Owner\Application Data\Microsoft\Internet
Explorer\Quick Launch\Windows Optimization\HiJackThis_v2.exe

O4 - HKLM\..\Run: [vptray] C:\PROGRA~1\SYMANT~1.1\VPTray.exe
O4 - HKLM\..\Run: [ccApp] "C:\Program Files\Common Files\Symantec
Shared\ccApp.exe"
O4 - HKLM\..\Run: [ZoneAlarm Client] "C:\Program Files\Zone Labs
\ZoneAlarm\zlclient.exe"
O4 - HKLM\..\Run: [KernelFaultCheck] %systemroot%\system32\dumprep 0 -
k
O4 - HKCU\..\Run: [feedreader.exe] "C:\Program Files
\FeedReader30\feedreader.exe"
O9 - Extra button: (no name) - {e2e2dd38-d088-4134-82b7-f2ba38496583}
- %windir%\Network Diagnostic\xpnetdiag.exe (file missing)
O9 - Extra 'Tools' menuitem: @xpsp3res.dll,-20001 - {e2e2dd38-
d088-4134-82b7-f2ba38496583} - %windir%\Network Diagnostic
\xpnetdiag.exe (file missing)
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683}
- C:\Program Files\Messenger\msmsgs.exe
O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-
BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O23 - Service: Symantec Event Manager (ccEvtMgr) - Symantec
Corporation - C:\Program Files\Common Files\Symantec Shared
\ccEvtMgr.exe
O23 - Service: Symantec Password Validation (ccPwdSvc) - Symantec
Corporation - C:\Program Files\Common Files\Symantec Shared
\ccPwdSvc.exe
O23 - Service: Symantec Settings Manager (ccSetMgr) - Symantec
Corporation - C:\Program Files\Common Files\Symantec Shared
\ccSetMgr.exe
O23 - Service: Symantec AntiVirus Definition Watcher (DefWatch) -
Symantec Corporation - C:\Program Files\Symantec AntiVirus CE
9.0.1\DefWatch.exe
O23 - Service: GoogleDesktopManager - Google - C:\Program Files\Google
\Google Desktop Search\GoogleDesktop.exe
O23 - Service: InstallDriver Table Manager (IDriverT) - Macrovision
Corporation - C:\Program Files\Common Files\InstallShield\Driver
\11\Intel 32\IDriverT.exe
O23 - Service: SAVRoam (SavRoam) - symantec - C:\Program Files
\Symantec AntiVirus CE 9.0.1\SavRoam.exe
O23 - Service: Symantec Network Drivers Service (SNDSrvc) - Symantec
Corporation - C:\Program Files\Common Files\Symantec Shared
\SNDSrvc.exe
O23 - Service: Symantec AntiVirus - Symantec Corporation - C:\Program
Files\Symantec AntiVirus CE 9.0.1\Rtvscan.exe
O23 - Service: SymWMI Service (SymWSC) - Symantec Corporation - C:
\Program Files\Common Files\Symantec Shared\Security Center\SymWSC.exe
O23 - Service: TrueVector Internet Monitor (vsmon) - Zone Labs, LLC -
C:\WINDOWS\system32\ZoneLabs\vsmon.exe

I'd greatly appreciate if you could give me some suggestions. Thanks!

Best Regards,
Doug

 

[Pegasus \(MVP\)]

Dear All,

Let me start by saying I am an average computer user who has some
(limited) knowledge about operating system and has plenty of
experiences debugging trivial issues with Windows operating systems.

I've encountered a very strange problem lately, when I tried to
install an undated version of Cisco VPN in my laptop computer. The
installation could start, I could see the language options, then
nothing would continue. The same issued happened with an Acrobat
Reader update. It would not continue. I then downloaded an FoxitReader
(a PDF reader). Its executable installation file would not do
anything. At this point, I realized something was wrong with my
computer.

So what was different? I thought it might be the Zone Alarm Suite I
just installed. I then uninstalled ZoneAlarm, the same issue
persisted.

The error information in the Event Viewer when trying to install VPN
is
Event ID 11708
Source: MsiInstaller

I also upgraded the OS to XP SP3. It did not help either.

Re-installing the Windows installer might help:
http://www.microsoft.com/downloads/details.aspx?FamilyId=889482FC-5F56-4A38-B838-DE776FD4138C

If this is a recent problem then System Restore could possibly fix it.

 

[Doug]

Re-installing the Windows installer might help:http://www.microsoft.com/downloads/details.aspx?FamilyId=889482FC-5F5...

If this is a recent problem then System Restore could possibly fix it.

Pegasus,

Thanks! I tried this, but Windows says that my current service pack
(SP 3) is newer than the windows installer so the installation can not
continue.

I've thought about System Restore too. But during debugging process, I
(stupidly) upgraded to SP3 which makes the matter much more
complicated.

Doug

 

[Pegasus \(MVP\)]

Pegasus,

Thanks! I tried this, but Windows says that my current service pack
(SP 3) is newer than the windows installer so the installation can not
continue.

I've thought about System Restore too. But during debugging process, I
(stupidly) upgraded to SP3 which makes the matter much more
complicated.

Doug

I'm sorry but SP3 not a supported product. You might get some
support in a SP3-dedicated newsgroup. Remember that RC
releases are intended for testing purposes and should be applied
only on installations that can be discarded if the need arises.