When the fix fails it usually means there's other unplanned malware on the machine blocking the support.
Can you run Unhide and see if that finds the missing programshttp://download.bleepingcomputer.com/grinler/beta/unhide.exe
Next, let's try and break down its defence against installing the help you need.Download and Run RKill
Please download RKill
from one of the 4 links below and save it to your desktop
Next run Combofix. If we've dealt with the block this will run. If not, post back and let me know
- Before we begin, you should disable your anti-malware softwares you have installed so they do not interfere RKill running as some anti-malware softwares detect RKill as malicious. Please refer to this page if you are not sure how.
- Double-click on Rkill on your desktop to run it. (If you are using Windows Vista, please right-click on it and select Run As Administrator)
- A black screen will appear and then disappear. Please do not worry, that is normal. This means that the tool has been successfully executed.
- Please post the resulting log in your next reply.
Please download ComboFix
from one of these locations:* IMPORTANT !!! Save ComboFix.exe to your Desktop making sure you rename it comfix.exe
**Please note: If the Microsoft Windows Recovery Console is already installed, ComboFix will continue it's malware removal procedures.
- Disable your AntiVirus and AntiSpyware applications including Firewalls, usually via a right click on the System Tray icon. They may otherwise interfere with our tools. (Click on this link to see a list of programs that should be disabled. The list is not all inclusive.)
- Double click on Comfix.exe & follow the prompts.
- As part of it's process, ComboFix will check to see if the Microsoft Windows Recovery Console is installed. With malware infections being as they are today, it's strongly recommended to have this pre-installed on your machine before doing any malware removal. It will allow you to boot up into a special recovery/repair mode that will allow us to more easily help you should your computer have a problem after an attempted removal of malware.
- Follow the prompts to allow ComboFix to download and install the Microsoft Windows Recovery Console, and when prompted, agree to the End-User License Agreement to install the Microsoft Windows Recovery Console.
Once the Microsoft Windows Recovery Console is installed using ComboFix, you should see the following message:
Click on Yes, to continue scanning for malware.
When finished, it shall produce a log for you. Please include the C:\ComboFix.txt
in your next reply.