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Win 7 computer not responding


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30 replies to this topic

#1 Blackstar57

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Posted 29 April 2015 - 03:50 PM

I have my Wife's computer here with a problem. Windows will load to desktop but will not allow any clicks. Click anything and the circling cursor appears and then the window fades to opaque. That's it. It continues like this until I hold the power button in to shut down. Then it restarts with prompt command to choose safe mode.

 

In safe mode I can access anything except Microsoft Office 2010. Starts to load it then pop up says there is a problem and needs to shut down .

 

Ran rkill and then a few security programs in safe mode. Found lots od adware but nothing really serious. Start Windows again and I keep getting the same problem.

 

I don't know if it's software related or a type of virus. Any suggestions before I do a reformat?

 

Thank you..

 

Glenn



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#2 Aura

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Posted 29 April 2015 - 04:40 PM

Hi Blackstar57 :)

We'll need more information on your system in order to troubleshoot that issue. Follow the instructions below please.

3Al62Pm.pngMiniToolBox
  • Download MiniToolBox and move the executable file to your Desktop;
  • Execute MiniToolBox and check the following options:
    • List Installed Programs;
    • List Last 10 Event Viewer Errors;
    • List Devices - Only Problems;
    • List Users, Partitions and Memory size;
      wNeKMCX.png
  • Once this is done, click on Go and wait for the scan to complete;
  • Once the scan is complete, a log will open. Please copy/paste the content of the output log in your next reply;

unite_blue.png
Security Administrator | Sysnative Windows Update Senior Analyst | Malware Hunter | @SecurityAura
My timezone UTC-05:00 (East. Coast). If I didn't reply to you within 48 hours, please send me a PM.


#3 Blackstar57

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Posted 29 April 2015 - 05:54 PM

Thank you Aura. Result Text file:

 

MiniToolBox by Farbar  Version: 14-04-2015
Ran by Karen (administrator) on 29-04-2015 at 20:46:23
Running from "C:\Users\Karen\Desktop"
Microsoft Windows 7 Ultimate  Service Pack 1 (X86)
Model: System Product Name Manufacturer: System manufacturer
Boot Mode: Network
***************************************************************************

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

Application errors:
==================
Error: (04/29/2015 06:04:48 PM) (Source: System Restore) (User: )
Description: Failed to create restore point (Process = C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\Setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\Setup.exe" -Embedding; Description = Configured Microsoft Office Professional Plus 2010; Error = 0x8007043c).

Error: (04/29/2015 06:04:45 PM) (Source: System Restore) (User: )
Description: Failed to create restore point (Process = C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\Setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\Setup.exe" -Embedding; Description = Configured Microsoft Office Professional Plus 2010; Error = 0x8007043c).

Error: (04/29/2015 06:04:41 PM) (Source: Outlook) (User: )
Description: Failed to determine if the store is in the crawl scope (error=0x8007043c).

Error: (04/29/2015 06:04:41 PM) (Source: Outlook) (User: )
Description: Failed to determine if the store is in the crawl scope (error=0x8007043c).

Error: (04/29/2015 06:04:41 PM) (Source: Outlook) (User: )
Description: Failed to get the Crawl Scope Manager with error=0x8007043c.

Error: (04/29/2015 06:04:41 PM) (Source: Outlook) (User: )
Description: Failed to get the Crawl Scope Manager with error=0x8007043c.

Error: (04/29/2015 06:01:36 PM) (Source: System Restore) (User: )
Description: Failed to create restore point (Process = C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe" /uninstall PROPLUSR /dll OSETUP.DLL; Description = Removed Microsoft Office Professional Plus 2010; Error = 0x8007043c).

Error: (04/29/2015 06:00:36 PM) (Source: System Restore) (User: )
Description: Failed to create restore point (Process = C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe" /modify PROPLUSR /dll OSETUP.DLL; Description = Configured Microsoft Office Professional Plus 2010; Error = 0x8007043c).

Error: (04/29/2015 05:33:46 PM) (Source: System Restore) (User: )
Description: Failed to create restore point (Process = C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe" /modify PROPLUSR /dll OSETUP.DLL; Description = Configured Microsoft Office Professional Plus 2010; Error = 0x8007043c).

Error: (04/29/2015 05:33:32 PM) (Source: System Restore) (User: )
Description: Failed to create restore point (Process = C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe" /modify PROPLUSR /dll OSETUP.DLL; Description = Configured Microsoft Office Professional Plus 2010; Error = 0x8007043c).

System errors:
=============
Error: (04/29/2015 08:43:18 PM) (Source: DCOM) (User: )
Description: {ED1D0FDF-4414-470A-A56D-CFB68623FC58}

Error: (04/29/2015 06:40:13 PM) (Source: Service Control Manager) (User: )
Description: The HomeGroup Provider service depends on the Function Discovery Provider Host service which failed to start because of the following error:
%%1068

Error: (04/29/2015 06:40:12 PM) (Source: DCOM) (User: )
Description: 1084WSearch{9E175B6D-F52A-11D8-B9A5-505054503030}

Error: (04/29/2015 06:40:12 PM) (Source: DCOM) (User: )
Description: 1084WSearch{7D096C5F-AC08-4F1F-BEB7-5C22C517CE39}

Error: (04/29/2015 06:40:08 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/29/2015 06:40:08 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/29/2015 06:40:08 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/29/2015 06:40:08 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/29/2015 06:40:08 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/29/2015 06:40:08 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Microsoft Office Sessions:
=========================
Error: (04/29/2015 06:04:48 PM) (Source: System Restore)(User: )
Description: C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\Setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\Setup.exe" -EmbeddingConfigured Microsoft Office Professional Plus 20100x8007043c

Error: (04/29/2015 06:04:45 PM) (Source: System Restore)(User: )
Description: C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\Setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\Setup.exe" -EmbeddingConfigured Microsoft Office Professional Plus 20100x8007043c

Error: (04/29/2015 06:04:41 PM) (Source: Outlook)(User: )
Description: 0x8007043c

Error: (04/29/2015 06:04:41 PM) (Source: Outlook)(User: )
Description: 0x8007043c

Error: (04/29/2015 06:04:41 PM) (Source: Outlook)(User: )
Description: 0x8007043c

Error: (04/29/2015 06:04:41 PM) (Source: Outlook)(User: )
Description: 0x8007043c

Error: (04/29/2015 06:01:36 PM) (Source: System Restore)(User: )
Description: C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe" /uninstall PROPLUSR /dll OSETUP.DLLRemoved Microsoft Office Professional Plus 20100x8007043c

Error: (04/29/2015 06:00:36 PM) (Source: System Restore)(User: )
Description: C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe" /modify PROPLUSR /dll OSETUP.DLLConfigured Microsoft Office Professional Plus 20100x8007043c

Error: (04/29/2015 05:33:46 PM) (Source: System Restore)(User: )
Description: C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe" /modify PROPLUSR /dll OSETUP.DLLConfigured Microsoft Office Professional Plus 20100x8007043c

Error: (04/29/2015 05:33:32 PM) (Source: System Restore)(User: )
Description: C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\setup.exe" /modify PROPLUSR /dll OSETUP.DLLConfigured Microsoft Office Professional Plus 20100x8007043c

 

=========================== Installed Programs ============================
Adobe Flash Player 17 ActiveX (HKLM\...\Adobe Flash Player ActiveX) (Version: 17.0.0.169 - Adobe Systems Incorporated)
Adobe Reader XI (11.0.10) (HKLM\...\{AC76BA86-7AD7-1033-7B44-AB0000000001}) (Version: 11.0.10 - Adobe Systems Incorporated)
Adobe Refresh Manager (Version: 1.8.0 - Adobe Systems Incorporated) Hidden
AVG 2013 (HKLM\...\AVG) (Version: 2013.0.3495 - AVG Technologies)
AVG 2013 (Version: 13.0.3495 - AVG Technologies) Hidden
AVG 2013 (Version: 13.0.4311 - AVG Technologies) Hidden
Definition Update for Microsoft Office 2010 (KB2965299) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{D1102BF0-0FBC-4344-BF90-95DA329C6D4A}) (Version:  - Microsoft)
ESET Smart Security (HKLM\...\{83187D34-F9E0-42F0-BFB5-452A3DDC5A70}) (Version: 3.0.551.0 - Eset spol s r. o.)
Malwarebytes Anti-Malware version 2.1.4.1018 (HKLM\...\Malwarebytes Anti-Malware_is1) (Version: 2.1.4.1018 - Malwarebytes Corporation)
Microsoft .NET Framework 4.5.1 (HKLM\...\{92FB6C44-E685-45AD-9B20-CADF4CABA132} - 1033) (Version: 4.5.50938 - Microsoft Corporation)
Microsoft .NET Framework 4.5.1 (Version: 4.5.50938 - Microsoft Corporation) Hidden
Microsoft Mouse and Keyboard Center (HKLM\...\Microsoft Mouse and Keyboard Center) (Version: 2.3.188.0 - Microsoft Corporation)
Microsoft Mouse and Keyboard Center (Version: 2.3.188.0 - Microsoft Corporation) Hidden
Microsoft Office Access MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Access Setup Metadata MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Excel MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Groove MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office InfoPath MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office OneNote MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Outlook MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office PowerPoint MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Professional Plus 2010 (HKLM\...\Office14.PROPLUSR) (Version: 14.0.7015.1000 - Microsoft Corporation)
Microsoft Office Professional Plus 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Proof (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Proof (French) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Proof (Spanish) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Proofing (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Publisher MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Shared MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Shared Setup Metadata MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Office Word MUI (English) 2010 (Version: 14.0.7015.1000 - Microsoft Corporation) Hidden
Microsoft Silverlight (HKLM\...\{89F4137D-6C26-4A84-BDB8-2E5A4BB71E00}) (Version: 5.1.30514.0 - Microsoft Corporation)
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.4148 (HKLM\...\{1F1C2DFC-2D24-3E06-BCB8-725134ADF989}) (Version: 9.0.30729.4148 - Microsoft Corporation)
Microsoft Visual C++ 2008 Redistributable - x86 9.0.30729.6161 (HKLM\...\{9BE518E6-ECC6-35A9-88E4-87755C07200F}) (Version: 9.0.30729.6161 - Microsoft Corporation)
Microsoft Visual C++ 2010  x86 Redistributable - 10.0.40219 (HKLM\...\{F0C3E5D1-1ADE-321E-8167-68EF0DE699A5}) (Version: 10.0.40219 - Microsoft Corporation)
Microsoft Visual Studio 2010 Tools for Office Runtime (x86) (HKLM\...\Microsoft Visual Studio 2010 Tools for Office Runtime (x86)) (Version: 10.0.50903 - Microsoft Corporation)
Microsoft Visual Studio 2010 Tools for Office Runtime (x86) (Version: 10.0.50908 - Microsoft Corporation) Hidden
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{DE28B448-32E8-4E8F-84F0-A52B21A49B5B}) (Version:  - Microsoft)
Service Pack 2 for Microsoft Office 2010 (KB2687455) 32-Bit Edition (Version:  - Microsoft) Hidden
Update for Microsoft Access 2010 (KB2837601) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{53FAC141-5C6B-4F97-ABC4-E635ABBC59E5}) (Version:  - Microsoft)
Update for Microsoft Excel 2010 (KB2589348) 32-Bit Edition (HKLM\...\{90140000-0016-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{A7C2902F-C60B-428F-BDD7-ECE4DC0A2CA1}) (Version:  - Microsoft)
Update for Microsoft Excel 2010 (KB2589348) 32-Bit Edition (HKLM\...\{90140000-0018-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{A7C2902F-C60B-428F-BDD7-ECE4DC0A2CA1}) (Version:  - Microsoft)
Update for Microsoft Excel 2010 (KB2589348) 32-Bit Edition (HKLM\...\{90140000-001B-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{A7C2902F-C60B-428F-BDD7-ECE4DC0A2CA1}) (Version:  - Microsoft)
Update for Microsoft Excel 2010 (KB2956084) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{530585A7-6AC9-4C29-81B7-D24A6CB031C8}) (Version:  - Microsoft)
Update for Microsoft Filter Pack 2.0 (KB2881026) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{E9B182C4-9B69-4A42-A799-C145FED67701}) (Version:  - Microsoft)
Update for Microsoft InfoPath 2010 (KB2817369) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{4EEA3D3E-989C-4DF4-AB0A-3042C0C12AA3}) (Version:  - Microsoft)
Update for Microsoft InfoPath 2010 (KB2817396) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{39767ECA-1731-45DB-AB5B-6BF40E151D66}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2553140) 32-Bit Edition (HKLM\...\{90140000-006E-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{8BEEA2FC-D416-428A-B52A-A3ED45921151}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2553140) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{8BEEA2FC-D416-428A-B52A-A3ED45921151}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2589298) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{DADF7E25-FFA4-4D02-BE84-1DAE62C18516}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2589352) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{F4284D93-7AE8-4309-8CF3-9AD394F35F3A}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2589375) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{287A1E92-9E41-4BC1-8920-B3D0E9220800}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2589386) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{A4F91D60-654C-4892-BFD3-0D41ADA649B6}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2597087) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{9D69691D-823D-4C3E-9B12-563A3F520366}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2597089) 32-Bit Edition (HKLM\...\{90140000-006E-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{A12F43A5-CF0B-44E3-942F-2441CD442F0D}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2687275) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{0B7744D2-1FDD-4843-9987-7CE11B79F370}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2760631) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{35698CB7-AAA2-4577-B505-DBFF504AEF23}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2794737) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{5AA578BB-759C-40FD-9661-A737C0884541}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2825635) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{F1A20C69-9FE5-40FD-9CD5-84EABC2EF64A}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2825640) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{BA610006-2C39-4419-9834-CF61AB24810A}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2837602) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{8158D96B-083A-4FE4-8587-B5D0F49FE4B8}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2883019) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{D1C4AD0B-CC79-41D2-8D6A-571E7B30658C}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2889828) 32-Bit Edition (HKLM\...\{90140000-001F-040C-0000-0000000FF1CE}_Office14.PROPLUSR_{C1954E2B-1672-4E5C-B564-F8CB2D08345B}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2910896) 32-Bit Edition (HKLM\...\{90140000-001F-0C0A-0000-0000000FF1CE}_Office14.PROPLUSR_{A7AA9E77-A9F4-4596-8AFD-4910FF258C3D}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2920813) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{74BC74BD-9032-4646-B248-F9F45E6D1326}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2956141) 32-Bit Edition (HKLM\...\{90140000-001F-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{53FDC948-3ABA-4BDE-BCEB-F1465C93D91C}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2956191) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{500A5B54-0498-45EA-9AB9-5BB61F984FDF}) (Version:  - Microsoft)
Update for Microsoft Office 2010 (KB2965235) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{5C5DA4AE-EE03-47F0-A77A-E747112EAAC6}) (Version:  - Microsoft)
Update for Microsoft OneNote 2010 (KB2956075) 32-Bit Edition (HKLM\...\{90140000-00A1-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{82148027-13B5-4920-97F3-6A44A29B83D0}) (Version:  - Microsoft)
Update for Microsoft OneNote 2010 (KB2956205) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{673FF853-6C60-4666-8E2F-CE9E2EB991AA}) (Version:  - Microsoft)
Update for Microsoft Outlook 2010 (KB2965295) 32-Bit Edition (HKLM\...\{90140000-001A-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{2F63E4DE-723C-4785-9776-9F54D456DE31}) (Version:  - Microsoft)
Update for Microsoft Outlook 2010 (KB2965295) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{C4C319F9-25AE-4EF5-B3EB-1C1EE9AA520D}) (Version:  - Microsoft)
Update for Microsoft PowerPoint 2010 (KB2880517) 32-Bit Edition (HKLM\...\{90140000-0018-0409-0000-0000000FF1CE}_Office14.PROPLUSR_{DF548669-AAED-467B-A074-AE2B72A4A871}) (Version:  - Microsoft)
Update for Microsoft PowerPoint 2010 (KB2956190) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{6634BCE3-2F6D-4E7F-A02C-6F045FC1F075}) (Version:  - Microsoft)
Update for Microsoft SharePoint Workspace 2010 (KB2760601) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{F9F5A080-AF38-4966-9A6B-C43DCA465035}) (Version:  - Microsoft)
Update for Microsoft Visio 2010 (KB2881025) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{8764EC2A-9F51-483B-9E00-82806B6A6909}) (Version:  - Microsoft)
Update for Microsoft Visio Viewer 2010 (KB2881021) 32-Bit Edition (HKLM\...\{91140000-0011-0000-0000-0000000FF1CE}_Office14.PROPLUSR_{30B9D112-E68C-461D-B370-6D0B6AD61AC6}) (Version:  - Microsoft)
Windows Mobile Device Updater Component (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
WinRAR archiver (HKLM\...\WinRAR archiver) (Version:  - )
Zune (HKLM\...\Zune) (Version: 04.08.2345.00 - Microsoft Corporation)
Zune (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (CHS) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (CHT) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (CSY) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (DAN) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (DEU) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (ELL) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (ESP) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (FIN) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (FRA) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (HUN) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (IND) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (ITA) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (JPN) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (KOR) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (MSL) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (NLD) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (NOR) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (PLK) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (PTB) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (PTG) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (RUS) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden
Zune Language Pack (SVE) (Version: 04.08.2345.00 - Microsoft Corporation) Hidden

========================= Devices: ================================

Name: Security Processor Loader Driver
Description: Security Processor Loader Driver
Class Guid: {8ECC055D-047F-11D1-A537-0000F8753ED1}
Manufacturer:
Service: spldr
Device ID: ROOT\LEGACY_SPLDR\0000
Problem: : This device is not present, is not working properly, or does not have all its drivers installed. (Code 24)
Resolution: The device is installed incorrectly. The problem could be a hardware failure, or a new driver might be needed.
Devices stay in this state if they have been prepared for removal.
After you remove the device, this error disappears.Remove the device, and this error should be resolved.

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

Percentage of memory in use: 34%
Total physical RAM: 1791.11 MB
Available physical RAM: 1178.52 MB
Total Pagefile: 3582.22 MB
Available Pagefile: 2817.22 MB
Total Virtual: 2047.88 MB
Available Virtual: 1956.59 MB

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

2 Drive c: () (Fixed) (Total:931.51 GB) (Free:889.2 GB) NTFS
4 Drive e: () (Removable) (Total:1.88 GB) (Free:0.55 GB) NTFS

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

User accounts for \\KAREN-PC

Administrator            Guest                    Karen                   

**** End of log ****



#4 Aura

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Posted 29 April 2015 - 06:05 PM

A lot of issues here. First of all, you have two Antivirus installed, AVG 2013 and ESET Smart Security. You should never have two Antivirus programs installed at a time on system, since it can cause system conflict and instability. For more information, read the "IMPORTANT NOTE" in quietman's article on Antivirus in the link below.

http://www.bleepingcomputer.com/forums/t/407147/answers-to-common-security-questions-best-practices/#entry2316629

So right now, I suggest you to uninstall one Antivirus and keep the other. Since ESET Smart Security is a paid product, if your licence is active, I would keep it and uninstall AVG. If you decide to keep AVG, uninstall it as well since it's outdated and I'll help you install the latest version.

Once it's done, let me know.

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#5 Blackstar57

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Posted 29 April 2015 - 06:12 PM

AVG was the AV originally installed on the computer when I got it for her a year ago or so. I tried to install my copy of ESET on hers just to run a virus scan because AVG wasn't picking anything up. I will sort this out and be right back. Thanks



#6 Aura

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Posted 29 April 2015 - 06:15 PM

If you just wanted to install ESET to run a scan, ESET have a scanner called ESET Online Scanner. You can simply download it and execute it to run a virus scan, for free.

http://www.eset.com/us/online-scanner/

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#7 Blackstar57

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Posted 29 April 2015 - 06:18 PM

Tried to uninstall ESET, because AVG was the one in use anyway, but instead of uninstalling I get a pop-up saying "The Windows installer could not be accessed. This can occur if the Windows installer is not correctly installed. Contact support personnel  for assistance." ??? 


If you just wanted to install ESET to run a scan, ESET have a scanner called ESET Online Scanner. You can simply download it and execute it to run a virus scan, for free.

http://www.eset.com/us/online-scanner/

 

Didn't know that.



#8 Aura

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Posted 29 April 2015 - 06:26 PM

True, you are in Safe Mode. Alright, configure a clean boot, then try to boot normally and see if you can click around.

https://support.microsoft.com/en-us/kb/929135/

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#9 Blackstar57

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Posted 29 April 2015 - 06:29 PM

Running Eset online scanner . Almost finished.



#10 Blackstar57

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Posted 29 April 2015 - 06:42 PM

This may sound stupid but how do I log on as Administrator? This computer only has one user so it is set up to open WIndows desktop with the power button. No log in required.



#11 Aura

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Posted 29 April 2015 - 06:44 PM

Usually, if you have only a single user account, it should be the Administrator. An easy way to see that would be to go in the user account settings, and check if you are a "Standard User" or "Administrator". Do you know how to do that?

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#12 Blackstar57

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Posted 29 April 2015 - 06:50 PM

Ok... sorry about that. I Googled it and am performing a clean boot.



#13 Blackstar57

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Posted 29 April 2015 - 06:55 PM

That worked. I am uninstalling ESET AV because every time I tried a reboot I was getting a pop-up saying there was an error with ESET. I am able to click Start button and access the control panel.

Nope... it froze again. It looked like it was uninstalling but nothing was happening. Tried to click on the quick launce "My Computer" and it froze.

 

Forgot to mention, yesterday I removed the Ram and re-seated it, then ran memory diagnostic. Everything was ok there.



#14 Aura

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Posted 29 April 2015 - 06:59 PM

If you cannot uninstall ESET Smart Security the normal way, they have a uninstall tool that you can use. Simply follow the instructions they give in the link below to use that tool and remove your ESET product.

http://kb.eset.com/esetkb/index?page=content&id=SOLN2289

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#15 Blackstar57

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Posted 29 April 2015 - 07:22 PM

Ok, this is going nowhere. I downloaded the ESET uninstaller and ran it. It said it successfully ran. Performed a clean boot, accessed start menu and My computer. Noticed AVG wasn't running. Doubled clicked icon and computer went into circling cursor mode again. Can't click anything else. Rebooting in safe mode.






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