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All antivirus unable to update


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#1 LynchlvloBB

LynchlvloBB

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Posted 06 June 2009 - 04:45 PM

I am having difficulties with my antivirus (AVG and BitDefender) and had already uninstalled ComputerAssociates eTrust Security Center due to the same issue. When I click update it says there was a proxy server error but my internet sites work besides the BitDefender Support site goes to an ad site so I'm thinking spyware or malware is the issue. Any suggestions? thanks a lot!! --Lynch

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#2 Zllio

Zllio

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Posted 09 June 2009 - 12:09 PM

Hi LynchlvloBB,

There are several steps you can do that will help us get some more information to work with.

1) To start with, if you have multiple antivirus programs installed on your computer and are not just referring to BitDefender's online scan,

then you need to start by uninstalling either AVG or BitDefender. Having more than one resident antivirus program on your computer causes each program to render the other one ineffective. If this is the case, please go to either http://www.avg.com/download-tools to remove AVG or to http://www.bitdefender.com/KB333-en--How-t...itDefender.html to uninstall BitDefender. BitDefender can also be uninstalled via add/remove programs if you are unable to get to their website.


2) Next please download ATF Cleaner by Atribune & save it to your desktop.
  • Double-click ATF-Cleaner.exe to run the program.
  • Under Main "Select Files to Delete" choose: Select All.
  • Click the Empty Selected button.
  • If you use Firefox browser click Firefox at the top and choose: Select All
  • Click the Empty Selected button.
    If you would like to keep your saved passwords, please click No at the prompt.
  • If you use Opera browser click Opera at the top and choose: Select All
  • Click the Empty Selected button.
    If you would like to keep your saved passwords, please click No at the prompt.
  • Click Exit on the Main menu to close the program.
Note: On Vista, "Windows Temp" is disabled. To empty "Windows Temp" ATF-Cleaner must be "Run as an Administrator".


3) Now I would like for you to download, install and run MBAM (MalwareBytes):


Please download Malwarebytes Anti-Malware and save it to your desktop.
alternate download link 1
alternate download link 2

MBAM may "make changes to your registry" as part of its disinfection routine. If using other security programs that detect registry changes (ie Spybot's Teatimer), they may interfere or alert you. Temporarily disable such programs or permit them to allow the changes.

  • Make sure you are connected to the Internet.
  • Double-click on mbam-setup.exe to install the application.
  • When the installation begins, follow the prompts and do not make any changes to default settings.
  • When installation has finished, make sure you leave both of these checked:
    • Update Malwarebytes' Anti-Malware
    • Launch Malwarebytes' Anti-Malware
  • Then click Finish.
MBAM will automatically start and you will be asked to update the program before performing a scan.
  • If an update is found, the program will automatically update itself. Press the OK button to close that box and continue.
  • If you encounter any problems while downloading the definition updates, manually download them from here and just double-click on mbam-rules.exe to install.
On the Scanner tab:
  • Make sure the "Perform Quick Scan" option is selected.
  • Then click on the Scan button.
  • If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.
  • The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.
  • When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".
  • Click OK to close the message box and continue with the removal process.
Back at the main Scanner screen:
  • Click on the Show Results button to see a list of any malware that was found.
  • Make sure that everything is checked, and click Remove Selected.
  • When removal is completed, a log report will open in Notepad.
  • The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.
  • Copy and paste the contents of that report in your next reply. Be sure to post the complete log to include the top portion which shows MBAM's database version and your operating system.
  • Exit MBAM when done.
Note: If MBAM encounters a file that is difficult to remove, you will be asked to reboot your computer so MBAM can proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware.


4) If MalwareBytes finds and removes malware, please continue with the following Panda online scan:

You may have to use Internet Explorer for this scan.
Perform an onlinescan with Panda Active Scan 2.0
(please use this scanner instead of any other scanner!)[indent=1]
Panda Online- Once you are on the Panda site click the Scan your PC button
- A new window will open...click the Check Now button
- Enter your Country
- Enter your State/Province
- Enter your e-mail address and click send
- Select either Home User or Company
- Click the big Scan Now button
- If it wants to install an ActiveX component allow it
- It will start downloading the files it requires for the scan (Note: It may take a couple of minutes)
- When download is complete, click on Local Disks to start the scan
- When the scan completes, if anything malicious is detected, click the See Report button
- Save Report and save it to a convenient location.
Post the contents of the Panda scan report together with the Malware Bytes log.



5) When you finish, you should have the MalwareBytes log if you were successful in running it, and possibly the Panda Active Scan log if you also ran the online scan.


Thanks.
Zllio




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