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Cannot run AVG update - General Internal Error


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#1 musicfanzz

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Posted 12 August 2011 - 09:58 AM

Hi,

I had encountered the above error - General Internal Error, while updating the AVG Free anti-virus.

Additional message shown below:

The Windows Installer Service could not be accessed. This can occur if you are running Windows in safe mode, or if the Windows Installer is not correctly installed. Contact your support personnel for assistance.
Context: MSI action failed.


Previously, I had posted in another forum, suspecting that there might be malware or spyware. Please refer to the thread in http://www.bleepingcomputer.com/forums/topic411158.html

I'm being asked to set up this topic in this forum instead.

Hope there's someone out there who can help me out on this issue.

Thanks in advance!

Regards,
Tracy

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#2 cryptodan

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Posted 12 August 2011 - 10:56 AM

I notice that you have PC Tools Firewall and Security Suite, and now my question is why are you trying to install another anti-virus?

#3 musicfanzz

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Posted 12 August 2011 - 11:07 AM

Hi,

Previously I did have Security Suite installed. But I had already uninstalled that, before I installed the PC Tools FireWall.

Hmm, do you mean to say that, I still have the PC Security residing in my laptop?

While I'm using the PC Tools Firewall, I've been using AVG Free Antivirus.

It was working fine, until there was a time when I tried to run the update, and I encountered the General Internal Error.

That's when I tried to unistall the AVG Free, and attempt to see if re-installation of AVG will resolve this error.

But, it's worse. I cant even re-install the AVG.

Prior to this General Internal Error, i did encounter an Windows update problem as well (had been discussed and resolved partially in this thread http://www.bleepingcomputer.com/forums/topic390777.html)

Any advice?

Regards,
Tracy

#4 cryptodan

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Posted 12 August 2011 - 11:19 AM

Please download MiniToolBox, save it to your desktop and run it.

Checkmark the following checkboxes:
  • List last 10 Event Viewer log
  • List Installed Programs
  • List Users, Partitions and Memory size.
  • List Minidump Files
Click Go and post the result (Result.txt). A copy of Result.txt will be saved in the same directory the tool is run.

Note: When using "Reset FF Proxy Settings" option Firefox should be closed.

Perform that tasks and paste the log here.

#5 musicfanzz

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Posted 12 August 2011 - 11:32 AM

Hi,

I had run the MiniToolBox. Below is the log file:

MiniToolBox by Farbar
Ran by tracyong (administrator) on 13-08-2011 at 00:31:41
Microsoft Windows XP Service Pack 3 (X86)

***************************************************************************

========================= Event log errors: ===============================

Application errors:
==================
Error: (08/12/2011 11:01:30 PM) (Source: HotFixInstaller) (User: )
Description: EventType visualstudio8setup, P1 microsoft .net framework 2.0-kb2539631, P2 1033, P3 1601, P4 msi, P5 f, P6 9.0.40215.0, P7 install, P8 x86, P9 visualstudio8setup0, P10 visualstudio8setup1.

Error: (08/12/2011 11:00:52 PM) (Source: HotFixInstaller) (User: )
Description: EventType visualstudio8setup, P1 microsoft .net framework 2.0-kb2446704, P2 1033, P3 1601, P4 msi, P5 f, P6 9.0.40215.0, P7 install, P8 x86, P9 visualstudio8setup0, P10 visualstudio8setup1.

Error: (08/12/2011 10:23:30 PM) (Source: HotFixInstaller) (User: )
Description: EventType visualstudio8setup, P1 microsoft .net framework 2.0-kb2539631, P2 1033, P3 1601, P4 msi, P5 f, P6 9.0.40215.0, P7 install, P8 x86, P9 visualstudio8setup0, P10 visualstudio8setup1.

Error: (08/12/2011 10:22:20 PM) (Source: HotFixInstaller) (User: )
Description: EventType visualstudio8setup, P1 microsoft .net framework 2.0-kb2446704, P2 1033, P3 1601, P4 msi, P5 f, P6 9.0.40215.0, P7 install, P8 x86, P9 visualstudio8setup0, P10 visualstudio8setup1.

Error: (08/12/2011 10:17:50 PM) (Source: Application Error) (User: )
Description: Faulting application ppstream.exe, version 2.7.0.1208, faulting module powerp~1.dll, version 2.3.550.2216, fault address 0x0006bb87.
Processing media-specific event for [ppstream.exe!ws!]

Error: (08/12/2011 01:18:49 AM) (Source: HotFixInstaller) (User: )
Description: EventType visualstudio8setup, P1 microsoft .net framework 2.0-kb2539631, P2 1033, P3 1601, P4 msi, P5 f, P6 9.0.40215.0, P7 install, P8 x86, P9 visualstudio8setup0, P10 visualstudio8setup1.

Error: (08/12/2011 01:18:14 AM) (Source: HotFixInstaller) (User: )
Description: EventType visualstudio8setup, P1 microsoft .net framework 2.0-kb2446704, P2 1033, P3 1601, P4 msi, P5 f, P6 9.0.40215.0, P7 install, P8 x86, P9 visualstudio8setup0, P10 visualstudio8setup1.

Error: (08/11/2011 11:03:10 PM) (Source: HotFixInstaller) (User: )
Description: EventType visualstudio8setup, P1 microsoft .net framework 2.0-kb2539631, P2 1033, P3 1601, P4 msi, P5 f, P6 9.0.40215.0, P7 install, P8 x86, P9 visualstudio8setup0, P10 visualstudio8setup1.

Error: (08/11/2011 11:02:00 PM) (Source: HotFixInstaller) (User: )
Description: EventType visualstudio8setup, P1 microsoft .net framework 2.0-kb2446704, P2 1033, P3 1601, P4 msi, P5 f, P6 9.0.40215.0, P7 install, P8 x86, P9 visualstudio8setup0, P10 visualstudio8setup1.

Error: (08/11/2011 01:08:24 AM) (Source: MsiInstaller) (User: tracyong)tracyong
Description: SA_Error1709: StandardAction(0xC00706AD): Product: AVG 2011 -- Error 1719. SA_Error1719: StandardAction(0xC00706B7): The Windows Installer Service could not be accessed. This can occur if you are running Windows in safe mode, or if the Windows Installer is not correctly installed. Contact your support personnel for assistance.(NULL)(NULL)(NULL)(NULL)


System errors:
=============
Error: (08/12/2011 11:02:49 PM) (Source: Windows Update Agent) (User: )
Description: Installation Failure: Windows failed to install the following update with error 0x80070643: Security Update for Microsoft .NET Framework 2.0 SP2 on Windows Server 2003 and Windows XP x86 (KB2539631).

Error: (08/12/2011 11:01:30 PM) (Source: DCOM) (User: SYSTEM)
Description: The server {000C101C-0000-0000-C000-000000000046} did not register with DCOM within the required timeout.

Error: (08/12/2011 11:01:00 PM) (Source: Windows Update Agent) (User: )
Description: Installation Failure: Windows failed to install the following update with error 0x80070643: Security Update for .NET Framework 2.0 SP2 and 3.5 SP1 on Windows Server 2003 and Windows XP x86 (KB2446704).

Error: (08/12/2011 11:01:00 PM) (Source: Service Control Manager) (User: )
Description: The Windows Installer service terminated unexpectedly. It has done this 5 time(s).

Error: (08/12/2011 11:00:53 PM) (Source: Service Control Manager) (User: )
Description: The Windows Installer service terminated unexpectedly. It has done this 4 time(s).

Error: (08/12/2011 11:00:48 PM) (Source: DCOM) (User: SYSTEM)
Description: DCOM got error "%%1067" attempting to start the service MSIServer with arguments ""
in order to run the server:
{000C101C-0000-0000-C000-000000000046}

Error: (08/12/2011 10:23:37 PM) (Source: Windows Update Agent) (User: )
Description: Installation Failure: Windows failed to install the following update with error 0x80070643: Security Update for Microsoft .NET Framework 2.0 SP2 on Windows Server 2003 and Windows XP x86 (KB2539631).

Error: (08/12/2011 10:23:27 PM) (Source: DCOM) (User: tracyong)
Description: The server {000C101C-0000-0000-C000-000000000046} did not register with DCOM within the required timeout.

Error: (08/12/2011 10:23:01 PM) (Source: Windows Update Agent) (User: )
Description: Installation Failure: Windows failed to install the following update with error 0x80070643: Security Update for .NET Framework 2.0 SP2 and 3.5 SP1 on Windows Server 2003 and Windows XP x86 (KB2446704).

Error: (08/12/2011 10:23:01 PM) (Source: Windows Update Agent) (User: )
Description: Installation Failure: Windows failed to install the following update with error 0x80070641: Office XP Service Pack 3.


Microsoft Office Sessions:
=========================
Error: (08/12/2011 11:01:30 PM) (Source: HotFixInstaller)(User: )
Description: visualstudio8setupmicrosoft .net framework 2.0-kb253963110331601msif9.0.40215.0installx86xp0

Error: (08/12/2011 11:00:52 PM) (Source: HotFixInstaller)(User: )
Description: visualstudio8setupmicrosoft .net framework 2.0-kb244670410331601msif9.0.40215.0installx86xp0

Error: (08/12/2011 10:23:30 PM) (Source: HotFixInstaller)(User: )
Description: visualstudio8setupmicrosoft .net framework 2.0-kb253963110331601msif9.0.40215.0installx86xp0

Error: (08/12/2011 10:22:20 PM) (Source: HotFixInstaller)(User: )
Description: visualstudio8setupmicrosoft .net framework 2.0-kb244670410331601msif9.0.40215.0installx86xp0

Error: (08/12/2011 10:17:50 PM) (Source: Application Error)(User: )
Description: ppstream.exe2.7.0.1208powerp~1.dll2.3.550.22160006bb87

Error: (08/12/2011 01:18:49 AM) (Source: HotFixInstaller)(User: )
Description: visualstudio8setupmicrosoft .net framework 2.0-kb253963110331601msif9.0.40215.0installx86xp0

Error: (08/12/2011 01:18:14 AM) (Source: HotFixInstaller)(User: )
Description: visualstudio8setupmicrosoft .net framework 2.0-kb244670410331601msif9.0.40215.0installx86xp0

Error: (08/11/2011 11:03:10 PM) (Source: HotFixInstaller)(User: )
Description: visualstudio8setupmicrosoft .net framework 2.0-kb253963110331601msif9.0.40215.0installx86xp0

Error: (08/11/2011 11:02:00 PM) (Source: HotFixInstaller)(User: )
Description: visualstudio8setupmicrosoft .net framework 2.0-kb244670410331601msif9.0.40215.0installx86xp0

Error: (08/11/2011 01:08:24 AM) (Source: MsiInstaller)(User: tracyong)tracyong
Description: SA_Error1709: StandardAction(0xC00706AD): Product: AVG 2011 -- Error 1719. SA_Error1719: StandardAction(0xC00706B7): The Windows Installer Service could not be accessed. This can occur if you are running Windows in safe mode, or if the Windows Installer is not correctly installed. Contact your support personnel for assistance.(NULL)(NULL)(NULL)(NULL)


=========================== Installed Programs ============================

µTorrent (Version: 2.2.1)
Acer eDataSecurity Management (Version: 1.00.26)
Acer eDataSecurity Management 1.00.26 (Version: 1.00.26)
Acer eLock Management (Version: 1.7.11.23)
Acer Empowering Technology framework (Version: 2.1.21.41)
Acer eNet Management (Version: 1.01.3.007)
Acer ePerformance Management (Version: 1.0.10.21)
Acer ePower Management (Version: 1.8.8.057)
Acer ePresentation Management (Version: 1.1.4.819)
Acer eSettings Management (Version: 1.3.5.42)
Acer GraviSense (Version: 1.0.0.6)
Acer GridVista (Version: 2.52.0111)
Acer OrbiCam Driver
Acer OrbiCam Software (Version: 9.40.0000)
Acer Screensaver (Version: 1.0.0)
Adobe AIR (Version: 2.6.0.19140)
Adobe Flash Player 10 ActiveX (Version: 10.3.181.26)
Adobe Photoshop Elements 2.0 (Version: 2.0)
Adobe Reader X (10.1.0) (Version: 10.1.0)
Adobe Shockwave Player (Version: 10.2.0.22)
AiO_Scan (Version: 43.0.217.000)
Ask Toolbar (Version: 1.12.1.0)
AudibleManager (Version: 2089883136.1000.2089883078.2090328384)
AVG PC Tuneup 2011 (Version: 10.0.0.24)
Creative MediaSource 5 (Version: 5.00)
Creative Removable Disk Manager
Creative System Information
Creative ZEN V Series (R2) (Version: 1.0)
CutePDF Writer 2.8
ESET Online Scanner v3
HDAUDIO Soft Data Fax Modem with SmartCP
HP Image Zone 4.2 (Version: 4.2)
HP PSC & OfficeJet 4.2
Intel® Graphics Media Accelerator Driver (Version: 6.14.10.4436)
Intel® PROSet/Wireless Software
Java Auto Updater (Version: 2.0.5.1)
Java™ 6 Update 26 (Version: 6.0.260)
Junk Mail filter update (Version: 14.0.8089.726)
Launch Manager
Malwarebytes' Anti-Malware version 1.51.1.1800 (Version: 1.51.1.1800)
mCore (Version: 5.40.0000)
Microsoft .NET Framework 1.1 (Version: 1.1.4322)
Microsoft .NET Framework 1.1 Security Update (KB2416447)
Microsoft .NET Framework 1.1 Security Update (KB979906)
Microsoft .NET Framework 2.0 Service Pack 2 (Version: 2.2.30729)
Microsoft .NET Framework 3.0 Service Pack 2 (Version: 3.2.30729)
Microsoft .NET Framework 3.5 SP1
Microsoft .NET Framework 3.5 SP1 (Version: 3.5.30729)
Microsoft Application Error Reporting (Version: 12.0.6012.5000)
Microsoft AppLocale (Version: 1.0.0)
Microsoft Choice Guard (Version: 2.0.48.0)
Microsoft Internationalized Domain Names Mitigation APIs
Microsoft National Language Support Downlevel APIs
Microsoft Office XP Professional with FrontPage (Version: 10.0.2627.0)
Microsoft Search Enhancement Pack (Version: 1.3.59.0)
Microsoft Silverlight (Version: 4.0.60531.0)
Microsoft SQL Server 2005 Compact Edition [ENU] (Version: 3.1.0000)
Microsoft Sync Framework Runtime Native v1.0 (x86) (Version: 1.0.1215.0)
Microsoft Sync Framework Services Native v1.0 (x86) (Version: 1.0.1215.0)
Microsoft User-Mode Driver Framework Feature Pack 1.0
Microsoft Visual C++ 2005 ATL Update kb973923 - x86 8.0.50727.4053 (Version: 8.0.50727.4053)
Microsoft Visual C++ 2005 Redistributable (Version: 8.0.61001)
Microsoft Visual C++ 2008 Redistributable - KB2467174 - x86 9.0.30729.5570 (Version: 9.0.30729.5570)
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.4148 (Version: 9.0.30729.4148)
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161 (Version: 9.0.30729.6161)
Microsoft Windows Application Compatibility Database
Microsoft Works (Version: 08.05.0818)
mMHouse (Version: 5.40.0000)
Mozilla Firefox (2.0.0.16) (Version: 2.0.0.16 (en-US))
mPfMgr (Version: 5.40.0000)
mProSafe (Version: 9.00.0000)
MSN
MSVCRT (Version: 14.0.1468.721)
MSXML 4.0 SP2 (KB927978) (Version: 4.20.9841.0)
MSXML 4.0 SP2 (KB936181) (Version: 4.20.9848.0)
MSXML 4.0 SP2 (KB954430) (Version: 4.20.9870.0)
MSXML 4.0 SP2 (KB973688) (Version: 4.20.9876.0)
muvee autoProducer 6.0 (Version: 6.00.101)
muvee photoMemories stylePack (Version: 6.00.101)
muvee Vacation stylePack (Version: 6.00.106)
mWlsSafe (Version: 9.00.0000)
mXML (Version: 5.40.0000)
NTI Backup NOW! 4 (Version: 4)
NTI CD & DVD-Maker (Version: 7)
PC Tools Firewall Plus 6.0 (Version: 6.0)
PowerDVD
PPSÓÎĎ· V1.0.1.238 (Version: 1.0.1.238)
PPStream V2.7.0.1208 Final (Version: 2.7.0.1208)
QFolder (Version: 1.00.0000)
Realtek High Definition Audio Driver (Version: 2.02)
Scan (Version: 4.1.0.0)
Segoe UI (Version: 14.0.4327.805)
Symantec KB-DocID:2003093015493306 (Version: 1.0.0.1)
Synaptics Pointing Device Driver (Version: 7.12.13.0)
Tablet (Version: 4.78)
Texas Instruments PCIxx21/x515 drivers. (Version: 1.13.0000)
TIxx21 (Version: 1.13.0000)
VC 9.0 Runtime (Version: 1.0.0)
VideoLAN VLC media player 0.8.6c (Version: 0.8.6c)
WebFldrs XP (Version: 9.50.7523)
WIDCOMM Bluetooth Software (Version: 5.0.1.1400)
WildTangent Web Driver
Windows Genuine Advantage Validation Tool (KB892130)
Windows Genuine Advantage Validation Tool (KB892130) (Version: 1.7.0069.2)
Windows Installer Clean Up (Version: 3.00.00.0000)
Windows Internet Explorer 7 (Version: 20061027.150806)
Windows Internet Explorer 8 (Version: 20090308.140743)
Windows Media Format 11 runtime
Windows Media Player 11
Windows XP Service Pack 3 (Version: 20080414.031525)
WinRAR archiver
ZENcast Organizer

========================= Memory info: ===================================

Percentage of memory in use: 89%
Total physical RAM: 502.04 MB
Available physical RAM: 52.66 MB
Total Pagefile: 1978.96 MB
Available Pagefile: 1158.34 MB
Total Virtual: 2047.88 MB
Available Virtual: 1990.52 MB

========================= Partitions: =====================================

1 Drive c: (ACER) (Fixed) (Total:35.06 GB) (Free:10.53 GB) FAT32
2 Drive d: (ACERDATA) (Fixed) (Total:35.55 GB) (Free:9.79 GB) FAT32

========================= Users: ========================================

User accounts for \\TRACY

Administrator ASPNET Guest
HelpAssistant SUPPORT_388945a0 tracyong

========================= Minidump Files ==================================

No minidump file found

== End of log ==


#6 cryptodan

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Posted 12 August 2011 - 11:44 AM

remove the following:

µTorrent (Version: 2.2.1)
Ask Toolbar (Version: 1.12.1.0)
AVG PC Tuneup 2011 (Version: 10.0.0.24)
Launch Manager
mMHouse (Version: 5.40.0000)
Mozilla Firefox (2.0.0.16) (Version: 2.0.0.16 (en-US))
PC Tools Firewall Plus 6.0 (Version: 6.0)
PPSÓÎĎ· V1.0.1.238 (Version: 1.0.1.238)
PPStream V2.7.0.1208 Final (Version: 2.7.0.1208)
Segoe UI (Version: 14.0.4327.805)
Symantec KB-DocID:2003093015493306 (Version: 1.0.0.1)
VC 9.0 Runtime (Version: 1.0.0)
WildTangent Web Driver

#7 musicfanzz

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Posted 12 August 2011 - 11:52 AM

erm... to remove via "Add/Remove Programs"?

#8 cryptodan

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Posted 12 August 2011 - 11:54 AM

Yes via Add/Remove Programs.

#9 musicfanzz

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Posted 12 August 2011 - 12:02 PM

hi,

I had removed uTorrent.

When I proceeded to remove the next item - Ask Toolbar, it prompted the following error:

The Windows Installer Service could not be accessed. This can occur if you are running Windows in safe mode, or if the Windows Installer is not correctly installed. Contact your support personnel for assistance.

I had encountered this same error for umpteen times in the previous thread.

I had tried running the services.msc and also re-install the Windows Installer. But, i'm still having this same error.

What should I do next?

Please advise.

Thanks.

#10 cryptodan

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Posted 12 August 2011 - 12:10 PM

Have you tried doing this:

http://wiki.williams.edu/display/docs/Windows+XP+Repairing+Installer+Service

what all have you tried so we are not re-inventing the wheel.

Also can you try creating another user account, and see if it gives you the same errors?

#11 musicfanzz

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Posted 14 August 2011 - 10:07 AM

Hi Cryptodan,

How do I create another user account? Can I use guest account?

For your reference, the following are the things that I had done (in the other thread, in attempting to resolve this error):

1. Security Check
2. MiniToolBox
3. Had performed the Resolution in this link: http://support.microsoft.com/kb/315353
(I had followed the 5 steps to type in the 2 instructions in the command prompt.

When I went on to verify that the SYSTEM account has full control access permissions to the HKEY_CLASSES_ROOT hive in the Windows registry, I noticed that my settings in the system has already gotten the correct permissions. Hence, no further action required on this.)
4. Reinstalled Windows Installer
5. Repaired corrupt operating system files (via this link: http://www.bleepingcomputer.com/forums/topic43051.html)
(Ran the command "SFC.EXE /SCANNOW" and completed without any errors and did not prompt for installation CD).
6. Downloaded and ran "AVG Remover Tool"
7. Downloaded a newer version of AVG 2011 (attempted downloading with the "General Internal Error")
8. Download SystemLook
9. Type "services.msc" in Run, and Right-click on "Windows Installer" to start, before attempting to download the AVG (which failed again)
10. Determine that Windows Installer engine is functioning.
11. Ensure that Windows Installer service is not set to Disabled.
12. Version of Windows Installer is current (at version 4.5)
13. Re-register installer engine
14. Re-run SystemLook
15. Run MalwareByte (Perform Full scan - with no errors)
16. Ran Windows Installer Cleanup Utility (msicuu.exe)
17. Followed the steps in this link: http://support.microsoft.com/kb/315346 & installed the new Installer.
18. Ran Dial-A-Fix to repair Windows' internal registration settings
(When i 1st double-clicked on this icon, it prompted the following error:
Dial-a-fix was unable to determine your version of Internet Explorer. Certain DLL registrations will be skipped) since due to newer version of IE.
19. Type in: services.msc in "Run"
- Right click on Remote Procedure Call (RPC) Service
- Click on the Log In tab
- Select Log On As "Local System Account" and tick the "Allow service to interact with the desktop"

Pls advise.

Thanks.

Regards,
Tracy

#12 cryptodan

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Posted 14 August 2011 - 01:45 PM

To create another account, go to control Panel then User Accounts.

#13 Blade

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Posted 14 August 2011 - 07:36 PM

Hello.

This could actually be a residual effect of the infection you had.

Before you go about creating another user account. . . please do the following for me.

We need to scan the system with this special tool.
  • Please download Junction.zip and save it.
  • Unzip it and put junction.exe in the Windows directory (C:\Windows).
  • Go to Start => Run... => Copy and paste the following command in the run box and click OK:

    cmd /c junction -s c:\ >log.txt&log.txt& del log.txt

    A command window opens starting to scan the system. Wait until a log file opens. Copy and paste or attach the content of it.

~Blade


In your next reply, please include the following:
Junction log

Posted Image

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#14 musicfanzz

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Posted 15 August 2011 - 09:43 AM

Hi Blade,

Thanks for helping.

This is the Junction Log:

Junction v1.06 - Windows junction creator and reparse point viewer
Copyright © 2000-2010 Mark Russinovich
Sysinternals - www.sysinternals.com

Failed to open \\?\c:\\hiberfil.sys: Access is denied.

Failed to open \\?\c:\\pagefile.sys: Access is denied.

...No reparse points found.


Regards,
Tracy

Edited by hamluis, 15 August 2011 - 10:35 AM.
Removed blank lines.


#15 Blade

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Posted 15 August 2011 - 11:57 PM

Hi Tracy.

The log doesn't show any evidence of malware. . . please continue with dan's advice above.

~Blade

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