application error

[Guest]

I have IE Explorer 6.0 service pack 1. It has woked perfectly for several
years. Today I loaded the Norton 360 security program and immediately after
whenever I go to close a web page I get this error "iexplorer.exe
application error-the instruction 0x62308d59 referenced memory at 0x01cf3830
could not be read --click ok to terminate program. After I click ok I get
another similar message this time with instruction at 0x77f57bd2 and memory
location 0x01cf0010. I sat in an online queue for an hour at symantec web
site and the person trying to help me referred me to go to microfoft
knowledge base to try and find an answer. Does anyone have any idea what has
happened and what I can do to recover? Thanks. Carl

 

[PA Bear]

Windows version? Is the machine fully patched at Windows Update?

Did you upgrade to Norton 360?

If you uninstall Norton 360 Add-ons, does the behavior persist?

 

[Guest]

I had Norton Internet Security 2006 before. I did an uninstall of it and
Live update from Norton and then installed 360 which included loading live
update. I don't know what you mean by "is the machine fully patched by
update"? I have never updated to service pack2 only service pack 1. Had
some neighbors that had all kinds of problems after they put service pack 2
on their machines.

Everything had been working perfectly until immediately after putting the
Norton 360 on machine. I can open a web page and go to other web pages
ok--it is only when I ry to close a page that I run into the application
error.

 

[Frank Saunders, MS-MVP OE/WM]

I had Norton Internet Security 2006 before. I did an uninstall of it and
Live update from Norton and then installed 360 which included loading live
update. I don't know what you mean by "is the machine fully patched by
update"? I have never updated to service pack2 only service pack 1. Had
some neighbors that had all kinds of problems after they put service pack
2
on their machines.

Everything had been working perfectly until immediately after putting the
Norton 360 on machine. I can open a web page and go to other web pages
ok--it is only when I ry to close a page that I run into the application
error.

If you have WinXP Service Pack 1, you have an unsupported operating system
full of security holes. First clean up the machine and then install SP2.

Do a thorough check for malware, following all of the steps at one of these
Web pages.
Help with malware:
All MS-MVP Sites.
http://aumha.org/a/parasite.htm
http://aumha.org/a/quickfix.htm
http://www.elephantboycomputers.com/page2.html#Removing_Malware
http://mvps.org/winhelp2002/unwanted.htm
http://inetexplorer.mvps.org/darnit.html
http://www.mvps.org/sramesh2k/Malware_Defence.htm

Unexplained computer behavior may be caused by deceptive software.
http://support.microsoft.com/kb/827315

So How Did I Get Infected Anyway?
For quite a few people it's by installing Messenger Plus, whose ads for
malware don't identify the malware as such and try to convince you that you
owe it to the author. See also:
http://www.wilderssecurity.com/showthread.php?t=27971
Don't ever do a "default" install of anything. Always choose Custom and see
what else is being carried along. Don't install any extras you're not sure
of.

 

[Guest]

Woukd uninstalling the norton 360 and reinstalling internet explorer from
original systems disk be of any value?

 

[PA Bear]

No.

Here are my recommendations:

1. Make sure you have your license/key available then uninstall Norton 360
and reboot.

2. Run the Norton Removal Tool and reboot:
http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039
(Steps 1 and 2 only)

3. Install this free anti-virus application for interim use:

Avira AntiVir
http://www.free-av.com/

NB: Your anti-virus application should be configured to seek and install
updates automatically, daily, at a time when the machine is usually running
and connected to the internet. It should also be configured to run a full
system scan a few minutes after seeking/installing updates, also daily.
Anything less is simply insufficient these days.

4. Run a /thorough/ check for hijackware, including posting your HijackThis
log to an appropriate forum.

Check for Hijackware
http://aumha.org/a/parasite.htm
http://aumha.org/a/quickfix.htm
http://mvps.org/winhelp2002/unwanted.htm
http://inetexplorer.mvps.org/Darnit.htm
http://www.mvps.org/sramesh2k/Malware_Defence.htm
http://defendingyourmachine2.blogspot.com/

When all else fails, HijackThis (http://aumha.net/downloads/hijackthis.zip)
is the preferred tool to use. It will help you to both identify and remove
any hijackware/spyware.

**Post your HijackThis log to http://forums.spywareinfo.com/,
http://castlecops.com/forum67.html, http://aumha.net/viewforum.php?f=30 or
other appropriate forum for expert analysis, not here.**

NB: Do not attempt to install SP2 until an expert gives your HijackThis log
a clean bill of health and IE6 is running OK.

5. Check for and install available driver and netBIOS updates offered at
your computer manufacturer's Support or Downloads website.

6. Disable Avira AntiVir and install SP2. Follow all prompts and reboot
/twice/ when you're done. (Don't be alarmed if it takes 15-20 minutes to
fully boot the first time around. This is not unusual.)

7. Check in at Windows Update and install all *critical* updates. Do NOT
install IE7!

8. Make certain Automatic Updates is enabled.

How to configure and use Automatic Updates in WinXP:
http://support.microsoft.com/kb/306525

9. Uninstall AntiVir & reboot.

10. Reinstall Norton 360; do NOT install any Norton Add-ons.

11. Post back to this thread and tell us how you made out.