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Cannot Reinstall Norton's Internet Security


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#1 Verity_Girl

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Posted 19 June 2011 - 10:57 PM

Problem originally posted:

http://www.bleepingcomputer.com/forums/topic402886.html/page__p__2293210__fromsearch__1#entry2293210

Operating System: Vista Home Basic
Anti-Virus: Norton's Internet Security 2011.

Assistance still required with problem of being unable to install Nortons's Internet Security - or any other anti-virus.

Errors still being received at startup: PMB Volume Watcher.exe-Application Error. The application failed to initialize properly (0xc000005)
Windows Media Tool has stopped working.


Steps taken so far:

1.Ran Norton's Removal Tool twice in safe mode
2.Deleted Norton folders from Program Files and Program Data folders as instructed
3.Searched for any remaining Norton files and found none
4.Downloaded Norton's Internet Security and installed it as Administrator. (log at above posting)
5.Ran Malwarebytes (log at above posting)
6.HitmanPro
7.Superantispyware
8.CCleaner
9.Stinger
10.TDSS Killer


I have followed the instructions in Preparation Guide For Use Before Using Malware Removal Tools and Requesting Help as directed and included the following logs:

Attached Files



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#2 oneof4

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Posted 28 June 2011 - 10:24 AM

Hello and welcome to Bleeping Computer

We apologize for the delay in responding to your request for help. Here at Bleeping Computer we get overwhelmed at times, and we are trying our best to keep up. Please note that your topic was not intentionally overlooked. Our mission is to help everyone in need, but sometimes it takes just a little longer to get to every request for help. No one is ignored here.

Please take note:

  • If you have since resolved the original problem you were having, we would appreciate you letting us know.
  • If you are unable to create a log because your computer cannot start up successfully please provide detailed information about your installed Windows Operating System including the Version, Edition and if it is a 32bit or a 64bit system.
    • If you are unsure about any of these characteristics just post what you can and we will guide you.
  • Please tell us if you have your original Windows CD/DVD available.
  • If you are unable to perform the steps we have recommended please try one more time and if unsuccessful alert us of such and we will design an alternate means of obtaining the necessary information.
  • If you have not done so, include a clear description of the problems you're having, along with any steps you may have performed so far.
  • Upon completing the steps below another staff member will review your topic and do their best to resolve your issues.
  • If you have already posted a DDS log, please do so again, as your situation may have changed.
  • Use the 'Add Reply' and add the new log to this thread.

We need to see some information about what is happening in your machine. Please perform the following scan again:

  • Download DDS by sUBs from one of the following links if you no longer have it available. Save it to your desktop.
  • Double click on the DDS icon, allow it to run.
  • A small box will open, with an explanation about the tool. No input is needed, the scan is running.
  • Notepad will open with the results.
  • Follow the instructions that pop up for posting the results.
  • Close the program window, and delete the program from your desktop.
Please note: You may have to disable any script protection running if the scan fails to run. After downloading the tool, disconnect from the internet and disable all antivirus protection. Run the scan, enable your A/V and reconnect to the internet.

Information on A/V control HERE


We also need a new log from the GMER anti-rootkit Scanner.

Please note that if you are running a 64-bit version of Windows you will not be able to run GMER and you may skip this step.

Please first disable any CD emulation programs using the steps found in this topic:

Why we request you disable CD Emulation when receiving Malware Removal Advice


Then create another GMER log and post it as an attachment to the reply where you post your new DDS log. Instructions on how to properly create a GMER log can be found here:

How to create a GMER log



Thanks and again sorry for the delay.

Best Regards,
oneof4.


#3 Verity_Girl

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Posted 29 June 2011 - 08:13 AM

Thank you for the offer of help.

The problem is still as stated above.

Operating system is Vista Home Basic Service Pack 2 (build 6002) - 32 bit.

Original Windows CD/DVD is available.


DDS and GMER re-run and logs are attached as requested.

Attached Files



#4 Blade81

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Posted 30 June 2011 - 06:33 AM

Hi,

You have already Microsoft Security Essentials installed there. It's an antivirus program too meaning if you want to install some other antivirus solution you should uninstall MSE first.

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Provided malware removal related instructions are meant to be used in the correspondent user's case only. If you have similar symptoms create own topic instead of following instructions given to some other, please.


#5 Verity_Girl

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Posted 01 July 2011 - 12:09 AM

Hello

I understand that I cannot have two anti-virus programs at the same time.

The point is\was that when this problem first started (2/6/2011) Microsoft Security Essentials was not installed on the computer.

If you look at my original posted logs, you would see that MSE was not installed. It installed via a Windows update on 26/6/2011. I have left it on because I believe it is better than no protection.

I paid for a 3 year cover of Norton's Internet Security 3 months ago. Every thing was fine until one month ago when it disappeared and I could not reinstall it. I realise that one week ago MSE was installed via an update, but I want to use the product I paid for. It still does not explain why it happened and why I could not reinstall it.

Are you suggesting that despite having the problem for a month, and MSE only being on the system for a week, I now try to uninstall MSE and see if Norton's will (for some reason) reinstall?

I am willing to give it a go.

Edited by Verity_Girl, 01 July 2011 - 12:09 AM.


#6 Blade81

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Posted 01 July 2011 - 01:34 PM

Sorry, I made my suggestion based on the latest logs you posted.


Please visit this webpage for download links, and instructions for running ComboFix tool:

http://www.bleepingcomputer.com/combofix/how-to-use-combofix

Please ensure you read this guide carefully first.

Please continue as follows:

  • Close/disable all anti virus and anti malware programs so they do not interfere with the running of ComboFix, link
    Remember to re-enable them afterwards.

  • Click Yes to allow ComboFix to continue scanning for malware.

When the tool is finished, it will produce a report for you.

Please include the following reports for further review, and so we may continue cleansing the system:

C:\ComboFix.txt
New dds log.


A word of warning: Neither I nor sUBs are responsible for any damage you may have caused your machine by running ComboFix. This tool is not a toy and not for everyday use.

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Microsoft MVP Consumer Security 2008-2015
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Provided malware removal related instructions are meant to be used in the correspondent user's case only. If you have similar symptoms create own topic instead of following instructions given to some other, please.


#7 Verity_Girl

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Posted 02 July 2011 - 07:18 PM

Reports attached as requested.

Attached Files



#8 Blade81

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Posted 03 July 2011 - 10:03 AM

Hi,

Format of that ComboFix log is hard to read. Please see if ComboFix.txt file exists in c: root (c:\), c:\qoobox or c:\combofix folder.

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Provided malware removal related instructions are meant to be used in the correspondent user's case only. If you have similar symptoms create own topic instead of following instructions given to some other, please.


#9 Verity_Girl

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Posted 03 July 2011 - 06:40 PM

Sorry about that.

Finally found it!


Thanks for your patience.

Attached Files



#10 Blade81

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Posted 04 July 2011 - 03:33 AM

Please try to install Norton now (uninstall Microsoft Security Essentials first).

Microsoft Windows Insider MVP 2016-2017

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Provided malware removal related instructions are meant to be used in the correspondent user's case only. If you have similar symptoms create own topic instead of following instructions given to some other, please.


#11 Verity_Girl

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Posted 04 July 2011 - 10:14 PM

Norton Internet Security installed and fully operational (tiny bit of assistance from Norton support required).

Thank you so much. :thumbsup:

Can I now remove all the tools I was directed to use?

Once again, thank you.

#12 Blade81

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Posted 05 July 2011 - 02:45 AM

Great, let's see the final steps then :)



THESE STEPS ARE VERY IMPORTANT

Let's reset system restore
Reset and Re-enable your System Restore to remove infected files that have been backed up by Windows. The files in System Restore are protected to prevent any programs changing those files. This is the only way to clean these files: You will lose all previous restore points which are likely to be infected. Please note you need Administrator Access to do clean the restore points.

A To disable the System Restore feature:

1. Click on the Start button.
2. Hover over the Computer option, right click on it and then click Properties.
3. On the left hand side, click Advanced Settings.
4. If asked to permit the action, click on Allow.
5. Click on the System Protection tab.
6. Uncheck any checkboxes listed for your hard drives.
7. Press OK.


B. Reboot.

C Turn ON System Restore.
Follow the steps like you did when disabling system restore but on step 6. check any checkboxes listed for your hard drives.



Now lets uninstall ComboFix:
  • Click START then RUN
  • Now copy-paste Combofix /uninstall in the runbox and click OK


UPDATING WINDOWS AND INTERNET EXPLORER

IMPORTANT: You Need to Update Windows and Internet Explorer to protect your computer from the malware that is around on the Internet. Please go to the windows update site to get the critical updates.

If you are running Microsoft Office, or any portion thereof, go to the Microsoft's Office Update site and make sure you have at least all the critical updates installed (Free) Microsoft Office Update.

Make your Internet Explorer more secure

This can be done by following these simple instructions:
From within Internet Explorer click on the Tools menu and then click on Options.
Click once on the Security tab
Click once on the Internet icon so it becomes highlighted.
Click once on the Custom Level button.
Change the Download signed ActiveX controls to Prompt
Change the Download unsigned ActiveX controls to Disable
Change the Initialize and script ActiveX controls not marked as safe to Disable
Change the Installation of desktop items to Prompt
Change the Launching programs and files in an IFRAME to Prompt
Change the Navigate sub-frames across different domains to Prompt
When all these settings have been made, click on the OK button.
If it prompts you as to whether or not you want to save the settings, press the Yes button.
Next press the Apply button and then the OK to exit the Internet Properties page.


Download and run Secunia Personal Software Inspector (PSI) and fix its findings. Leave the program installed so you'll stay alarmed about vulnerable components in future too.


Just a final reminder for you. I am trying to stress these two points.
UPDATE UPDATE UPDATE!!! Make sure you do this about every 1-2 weeks.
Make sure all of your security programs are up to date.
Visit Microsoft's Windows Update Site Frequently - It is important that you visit http://www.windowsupdate.com regularly. This will ensure your computer has always the latest security updates available installed on your computer. If there are new updates to install, install them immediately, reboot your computer, and revisit the site until there are no more critical updates.


Once again, please post and tell me how things are going with your system... problems etc.

Have a great day,
Blade B)

Microsoft Windows Insider MVP 2016-2017

Microsoft MVP Consumer Security 2008-2015
UNITE member since 2006
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Provided malware removal related instructions are meant to be used in the correspondent user's case only. If you have similar symptoms create own topic instead of following instructions given to some other, please.


#13 Verity_Girl

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Posted 05 July 2011 - 11:28 PM

Sorry to be back so soon.

I have diligently followed your instructions/recommedations and all has gone reasonably well. The two errors I had on start up are gone and my antivirus is working well.

However, I have a folder called QooBox (with a sub folder Backenv) on my desktop. I thought the uninstall of ComboFix would delete it but it hasn't. When I try to manually delete it, I am informed that I need permission to do so. I am the administrator.

Also I have discovered that Adobe Reader has disappeared from my computer. I am unsure at what point this happened but I went ahead today and reinstalled it. However, when I try to open a .pdf it says the program has stopped working and to check for a solution online. I am not sure if this is related to my original problems or something new.

#14 Blade81

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Posted 06 July 2011 - 01:10 AM

Please run this. Let me know if the QooBox folder still stays. Have you tried reinstalling Adobe Reader?

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Provided malware removal related instructions are meant to be used in the correspondent user's case only. If you have similar symptoms create own topic instead of following instructions given to some other, please.


#15 Verity_Girl

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Posted 06 July 2011 - 04:12 PM

Qoobox still there.

I tried to uninstall Adobe Reader via Programs and Features. It won't let me uninstall. Message is "The installer will automatically continue when these conflicting applications are closed." Shows red circle with a slash through it and next to it, it has "brccmctl". I know brccmctl is to do with my Brother printer. I believe it is the printer monitor. As to why that is interferring with Adobe Reader, I have no clue.

Edited by Verity_Girl, 06 July 2011 - 05:47 PM.





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