Install/Uninstall and updates

[bebz]

Hi to anyone who can help....
I think I have two issues but am not sure.
A week ago I noticed that my Ad-Aware 2007 was not able to update the
definition file so I asked for help and was told to uninstall and re-install
a new download from the website, when I tried uninstalling I received a fatal
"error 1722." cannot find install.log". Lavasoft advised me that this is an
MSI Installer issue. So here I am asking for help regarding this issue.
The second issue and as I said am not sure if this is a same fix is; I
always have updates ready to be installed and I click OK (Autmatic Updates)
it returns a sucessfull install but the notification comes up again for
Updates and I noticed it is the same update. It has not been installed at
all... I am running a Windows XP srvpk2.
Hope someone can help with this issue

 

[Bill Sanderson]

Not the same issue, but reasonable to see that way.

These forums are for the support of Windows Defender, Microsoft's
anti-spyware application. As a personal opinion, you'd be better off with
Windows Defender than Ad-aware at this point in time. I'm not sure what
Lavasoft's support plans are for the 2007 version.

On your first issue, I'd recommend downloading Microsoft's Windows Installer
clean-up tool:

http://support.microsoft.com/kb/290301

There's a download link in the KB article--read down.

Install the utility, then go to start, programs, and run it. Read the list
of programs carefully--I'm not sure how ad-aware will be identified--but
remove just the program you are sure is the correct one.

Then re-try the installation. FWIW, I'd recommend uninstalling the tool if
multiple folks share the machine--it can be dangerous.

On the other issue, I'd recommend downloading the particular patch directly.
Note the KB number of the patch, then go here:

Your update might be among those listed here:

http://www.microsoft.com/technet/security/bulletin/ms08-may.mspx

Or, it might be the silverlight update--use the search box on the left if it
isn't one of the May updates.

It is possible that your update is Windows XP Service Pack 3.

If that is the case, or if it is clear that the update in question is a
security update, you have the option of calling Microsoft for support:

In the U.S. or Canada, call 1-866-pcsafety.

Elsewhere, call the local number for paid support and ask for the free
support for security patch or virus/spyware issues.

If you don't choose to call for support, I'd download the patch to the
desktop and then run it from that location and see whether that install
succeeds, and stops the succession of automatic re-tries. If it does, you
are done. If it does not, you can look for a KBXXXXXXX.log file with the
same number as the patch, in \windows, I believe.

Take a quick look through that log file especially near the end, and see if
it identifies the cause of the failure.

If you want to continue here, you can post back an excerpt from that log
file--or just say what error messages etc come up.

If you elect to call support--I'd love to hear back as well about how that
goes--it is useful for other readers here to hear your experience--it may
encourage others to get needed support.

 

[bebz]

Thank you Bill,
I will try the below recomendations and let you know the results, appreciate
your help.

Bebz

 

[bebz]

Bill Hi,
I have followed your instructions and downloaded the Microsoft Windows
Installer clean-up, installed it cleaned the system Ad_Aware 2007 and a
couple of other programs I could not uninstall earlier (it did not recognize
the Ad-Aware SE Professional I am thinking this is not an issue it's in a
different folder, don't know though?) Thanks for thinking of other users "I
didn't" but I am the only one using this laptop. I also decided to follow the
instructions for the second issue and noticed in my Add Remove Programs
listing (checking the see updates box) that the update "KB908531' was already
there installed 04/15/06. I was very confused by this. I downloaded it as you
suggested and decided to follow your instructions of running the update from
my desktop (thinking I might need to overwrite the earlier version). I also
shut down and restart even though it did not require/ask it. I reviewed the
Add Remove Programs listing and it did not install, the old one is still
there and the update is still waiting to be installed.
I then tried installing the Ad-Aware 2008 (new version) and the system came
back with the same error "error 1722 Problem with Microsoft Installer files.

Do you maybe have other suggestions, I did do a diagnostics test of the
system, everything passed. But the system is really slow, CPU is always
75/100%, processes are running mad and no programs are open, I also notice
that now it hangs up a lot especially if I shut down without installing the
update. It is becoming a nightmare but i am not giving up......

Thanks again for your help

Beba

 

[Bill Sanderson]

You might try at least the first step of Symantec's manual advice for XP
here:

http://service1.symantec.com/SUPPOR...88256dba007c9be8?OpenDocument&src=bar_sch_nam

I'm not sure about the later steps--you can look in that folder and see how
many files are there, and how easy it is to find ones labelled lavasoft or
ad-aware.

The Microsoft tool should do this job--it might be worth looking through the
list carefully to see if you can spot anything else that might be related to
the app which remains installed.

How's your antivirus protection? Are you reasonably sure that this system
is clean? Have you run an anti-rootkit scan recently--AVG has a free one
you can install, and it may be worth looking to see if f-secure's blacklight
is still available.

 

[Dave M]

F-Secure BlackLight is again available as a standalone application or as a
part of their online scanner...
http://www.f-secure.com/blacklight/

 

[bebz]

I don't think I have any antivirus protection right now since the ad-aware
difficulty I have only used the CC Cleaner and I think I am infected.
What is f-secure's backlight? Is this the AVG program?
My laptop could not start up this morning I had to try Last known Good twice
before it would start. I looked at the event viewer and noticed an error 7000
(Service Control Manager (SCM) could not start the specified service,
probably because the service is not configured correctly.) I am looking into
this now to see if there is something I can do to fix it. I am afraid to shut
down now.... I believe that the first step I need to take is try and install
some kind of antivirus check & clean then I think that the rest should be a
breezz...
Please post any sugesstions you might have or let me know if you would like
my e-mail address and we can converse, that is if it is acceptable through
this post..

Thanks I'm going to try the symentac steps and then try to download an
antivirus program, will look at AVG.
Beba
I will review the steps of the symentec and see what I can do. I hope to be
able to download the AVG --- and scan the systemHow's your antivirus
protection? Are you reasonably sure that this system
is clean? Have you run an anti-rootkit scan recently--AVG has a free one
you can install, and it may be worth looking to see if f-secure's blacklight
is still available.

 

[Bill Sanderson]

Go to safety.live.com and do a scan---not sure what all the choices are but
see what they recommend as a first try against viruses--don't do the
registry cleaner.

This is Microsoft's free public anti-malware scanning service.

If you have any trouble with this--it can also work from safe mode with
networking--so restarting in that mode may help especially with cleaning.

This kind of scan takes a good while, but you will have Microsoft's latest
definitions, and they are getting very good at this stuff.s

 

[bebz]

Thanks for the update Bill, but I was a bit too fast for you (don't need to
tell you that my lap top is a mess). I have already completed all the steps
and installed the F-Source, ran the scan and found 107 vireses and Trojan PSW
quaranteened or removed them and with removing I believe I removed system
files (Am I right?). I am now running the F-Source Support tool but it is
taking a long time and I am not really sure what information it is gathering
or if I need to do it at this time. I believe I will have to reinstall XP.
Now when I click on the C: to open, it asks me which program to open
with..... I should have had more patience. One thing I am confused about is
the choices the F-Source gives for the found Trojan; disinfect (recomended),
quarenteen, isolate & delete. I cannot find any definitions of what these
processes do, some files cannot be disinfected so I deleted them I believe
this is the mistake I made thinking that it deleted the actual system
file....how do you get rid of vireses and trojan without deleting the system
files? I will keep you informed of the outcome....
Thanks again,

Beba

 

[Engel]

Hello Beba,

Boot into safe mode (Reboot and keep tapping F8 then choose safe mode from
the list)

Once in safe mode run all the scanners and let remove anything found.


If you are running SP2, open IE--->Tools--->Manage Add-ons, and uncheck any
BHO's that you don't recºgnize.


Also have a look to this URLs provided by Dave M.

<http://wiki.castlecops.com/Malware_Removal_and_Prevention:_Introduction>

<http://wiki.castlecops.com/Malware_Removal_and_Prevention:_Overview>


If you still have problems let us know whats being detected and it will be
easier to help more.

Good luck
- - ---

 

[Bill Sanderson]

You are certainly eligible at this point to call Microsoft at 1-866-pcsafety
and get direct phone help, if you are in the U.S. or Canada.

I haven't heard anything yet that would lead me to believe you need to
reinstall, but a repair install is not usually very traumatic--you should
get excellent results--everything back just the way it should be, with no
need to reinstall things.

 

[bebz]

Bill/Engel,
Thank you both for your assistance I really appreciate it seeing I don't
know what I am doing. Let me update you.... I did the online scan and found
that my laptop was infected with many, many, many viruses/trojan, spyware and
malware. (I am on the internet through the safe mode with networking-only
Microsoft services enabled) Having the OneCare scan and clean for 8 hours it
was not able to clean all the viruses and resolve all issues. I called them
the next day and was told that I need to reinstall Win XP.... I hoped that it
would not come to this. I am now waiting to receive my recovery disk from
Toshiba so that I can do this.....
Bill you mentioned a "repair install" is there a chance I can do this
without reinstalling XP and loosing all my programs and files. I do have a
back up of my files from May 12th on System Restore (not sure if it is
completely clean but probably less viruses then on the 23th when I did the
OneCare scan) would it make sense to restore to the 12th, run the OneCare
online again, reinstall F-Secure and start fresh? Please advise I will wait
for your response before I do anything else.

Thank you again
Beba