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Internet crashing if I move sites... comp moving extra slow


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#1
Normalcy

Normalcy

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Haven't been here in awhile.. And I was glad :) But im back and this time Its frustrating... I have to use smitfraud fix every time I want to use the internet, like right now, otherwise I cant go to any site other than my homepage or it gets a error report. Here is the hijack this log.

Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 12:55:46 AM, on 5/1/2008
Platform: Windows XP SP2 (WinNT 5.01.2600)
MSIE: Internet Explorer v7.00 (7.00.6000.16544)
Boot mode: Normal

Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\csrss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\Ati2evxx.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\system32\Ati2evxx.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\system32\spoolsv.exe
C:\Program Files\Java\jre1.6.0_03\bin\jusched.exe
C:\Program Files\Logitech\ImageStudio\LogiTray.exe
C:\Program Files\ATI Technologies\ATI.ACE\Core-Static\MOM.EXE
C:\WINDOWS\system32\ctfmon.exe
C:\Program Files\Windows Live\Messenger\MsnMsgr.Exe
C:\Program Files\Ray Adams\ATI Tray Tools\atitray.exe
C:\Program Files\Common Files\Autodesk Shared\Service\AdskScSrv.exe
C:\Program Files\ATI Technologies\ATI.ACE\Core-Static\ccc.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\alg.exe
C:\WINDOWS\system32\wscntfy.exe
C:\WINDOWS\system32\wuauclt.exe
C:\Program Files\Windows Live\Messenger\usnsvc.exe
C:\Program Files\Spyware Doctor\pctsAuxs.exe
C:\Program Files\Spyware Doctor\pctsSvc.exe
C:\Program Files\Spyware Doctor\pctsTray.exe
C:\Program Files\TortoiseSVN\bin\TSVNCache.exe
C:\WINDOWS\explorer.exe
C:\Program Files\Mozilla Firefox\firefox.exe
C:\Program Files\Trend Micro\HijackThis\HijackThis.exe
C:\WINDOWS\system32\wbem\wmiprvse.exe

R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings,ProxyServer = socks=
R3 - URLSearchHook: (no name) - {0579B4B6-0293-4d73-B02D-5EBB0BA0F0A2} - C:\Program Files\AskSBar\SrchAstt\1.bin\A2SRCHAS.DLL
O1 - Hosts: 38.113.174.32 www.google-analytics.com
O1 - Hosts: 38.113.174.32 as.casalemedia.com
O1 - Hosts: 38.113.174.32 ad.yieldmanager.com
O1 - Hosts: 38.113.174.32 ad.doubleclick.net
O1 - Hosts: 38.113.170.200 ads.sup.com
O1 - Hosts: 38.113.174.32 view.atdmt.com
O2 - BHO: AcroIEHlprObj Class - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Adobe\Acrobat 6.0\Reader\ActiveX\AcroIEHelper.dll
O2 - BHO: (no name) - {19B9CD57-3043-442F-8DFF-F9924AF056BD} - C:\WINDOWS\system32\nnnnOhEV.dll (file missing)
O2 - BHO: WormRadar.com IESiteBlocker.NavFilter - {3CA2F312-6F6E-4B53-A66E-4E65E497C8C0} - C:\Program Files\AVG\AVG8\avgssie.dll (file missing)
O2 - BHO: SACert Class - {740FE5FB-65F1-46C5-9E54-A19C8A8D7AC2} - C:\WINDOWS\system32\SoftAheadCert.dll
O2 - BHO: SSVHelper Class - {761497BB-D6F0-462C-B6EB-D4DAF1D92D43} - C:\Program Files\Java\jre1.6.0_03\bin\ssv.dll
O2 - BHO: Windows Live Sign-in Helper - {9030D464-4C02-4ABF-8ECC-5164760863C6} - C:\Program Files\Common Files\Microsoft Shared\Windows Live\WindowsLiveLogin.dll
O2 - BHO: (no name) - {9F31C305-52B6-4120-8796-0D52B2CD1860} - C:\WINDOWS\system32\fccATnoo.dll (file missing)
O2 - BHO: Windows Live Toolbar Helper - {BDBD1DAD-C946-4A17-ADC1-64B5B4FF55D0} - C:\Program Files\Windows Live Toolbar\msntb.dll
O2 - BHO: FDMIECookiesBHO Class - {CC59E0F9-7E43-44FA-9FAA-8377850BF205} - C:\Program Files\Free Download Manager\iefdm2.dll
O3 - Toolbar: Windows Live Toolbar - {BDAD1DAD-C946-4A17-ADC1-64B5B4FF55D0} - C:\Program Files\Windows Live Toolbar\msntb.dll
O3 - Toolbar: Ask Toolbar - {F0D4B239-DA4B-4daf-81E4-DFEE4931A4AA} - C:\Program Files\AskSBar\bar\1.bin\ASKSBAR.DLL
O4 - HKLM\..\Run: [SunJavaUpdateSched] "C:\Program Files\Java\jre1.6.0_03\bin\jusched.exe"
O4 - HKLM\..\Run: [RTHDCPL] RTHDCPL.EXE
O4 - HKLM\..\Run: [Alcmtr] ALCMTR.EXE
O4 - HKLM\..\Run: [QuickTime Task] "C:\Program Files\QuickTime\qttask.exe" -atboottime
O4 - HKLM\..\Run: [StartCCC] "C:\Program Files\ATI Technologies\ATI.ACE\Core-Static\CLIStart.exe"
O4 - HKLM\..\Run: [LogitechCommunicationsManager] "C:\Program Files\Common Files\LogiShrd\LComMgr\Communications_Helper.exe"
O4 - HKLM\..\Run: [LogitechQuickCamRibbon] "C:\Program Files\Logitech\QuickCam10\QuickCam10.exe" /hide
O4 - HKLM\..\Run: [LVCOMS] C:\Program Files\Common Files\Logitech\QCDriver3\LVCOMS.EXE
O4 - HKLM\..\Run: [LogitechGalleryRepair] C:\Program Files\Logitech\ImageStudio\ISStart.exe
O4 - HKLM\..\Run: [LogitechImageStudioTray] C:\Program Files\Logitech\ImageStudio\LogiTray.exe
O4 - HKLM\..\Run: [GrooveMonitor] "C:\Program Files\Microsoft Office\Office12\GrooveMonitor.exe"
O4 - HKLM\..\Run: [IpShark] "C:\Program Files\IpShark\IpShark.exe"
O4 - HKLM\..\Run: [TkBellExe] "C:\Program Files\Common Files\Real\Update_OB\realsched.exe" -osboot
O4 - HKLM\..\Run: [KernelFaultCheck] %systemroot%\system32\dumprep 0 -k
O4 - HKLM\..\Run: [BM3fe08d26] Rundll32.exe "C:\WINDOWS\system32\pswweods.dll",s
O4 - HKLM\..\Run: [ISTray] "C:\Program Files\Spyware Doctor\pctsTray.exe"
O4 - HKCU\..\Run: [ctfmon.exe] C:\WINDOWS\system32\ctfmon.exe
O4 - HKCU\..\Run: [msnmsgr] "C:\Program Files\Windows Live\Messenger\MsnMsgr.Exe" /background
O4 - HKCU\..\Run: [Steam] "c:\program files\steam\steam.exe" -silent
O4 - HKCU\..\Run: [AtiTrayTools] "C:\Program Files\Ray Adams\ATI Tray Tools\atitray.exe"
O4 - HKCU\..\Run: [MSMSGS] "C:\Program Files\Messenger\msmsgs.exe" /background
O4 - HKCU\..\Run: [RAMSaverPro] C:\Program Files\Godlike Developers\RAM Saver Pro\ramsaverpro.exe
O4 - HKCU\..\Run: [igndlm.exe] C:\Program Files\Download Manager\DLM.exe /windowsstart /startifwork
O4 - HKCU\..\Run: [Skype] "C:\Program Files\Skype\Phone\Skype.exe" /nosplash /minimized
O4 - HKCU\..\Run: [IpShark] "C:\Program Files\IpShark\IpShark.exe"
O4 - HKCU\..\Run: [BitTorrent DNA] "C:\Program Files\DNA\btdna.exe"
O4 - HKCU\..\Run: [FreeRAM XP] "C:\Program Files\YourWare Solutions\FreeRAM XP Pro\FreeRAM XP Pro.exe" -win
O4 - HKCU\..\Run: [DAEMON Tools Pro Agent] "C:\Program Files\DAEMON Tools Pro\DTProAgent.exe"
O4 - Startup: GameSpot Download Manager.lnk = C:\Program Files\GameSpot\GameSpotDownloadManager_Win32.exe
O4 - Startup: hamachi.lnk = C:\Program Files\Hamachi\hamachi.exe
O4 - Global Startup: IpShark.lnk = C:\Program Files\IpShark\IpShark.exe
O4 - Global Startup: Logitech Desktop Messenger Agent.lnk = C:\Program Files\Logitech\Desktop Messenger\8876480\Program\LogitechDesktopMessenger.exe
O8 - Extra context menu item: &Windows Live Search - res://C:\Program Files\Windows Live Toolbar\msntb.dll/search.htm
O8 - Extra context menu item: Add to Windows &Live Favorites - http://favorites.liv...m/quickadd.aspx
O8 - Extra context menu item: Download all with Free Download Manager - file://C:\Program Files\Free Download Manager\dlall.htm
O8 - Extra context menu item: Download selected with Free Download Manager - file://C:\Program Files\Free Download Manager\dlselected.htm
O8 - Extra context menu item: Download video with Free Download Manager - file://C:\Program Files\Free Download Manager\dlfvideo.htm
O8 - Extra context menu item: Download with Free Download Manager - file://C:\Program Files\Free Download Manager\dllink.htm
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MICROS~2\Office12\EXCEL.EXE/3000
O9 - Extra button: (no name) - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.6.0_03\bin\ssv.dll
O9 - Extra 'Tools' menuitem: Sun Java Console - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\Program Files\Java\jre1.6.0_03\bin\ssv.dll
O9 - Extra button: Send to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\PROGRA~1\MICROS~2\Office12\ONBttnIE.dll
O9 - Extra 'Tools' menuitem: S&end to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\PROGRA~1\MICROS~2\Office12\ONBttnIE.dll
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MICROS~2\Office12\REFIEBAR.DLL
O9 - Extra button: (no name) - {e2e2dd38-d088-4134-82b7-f2ba38496583} - C:\WINDOWS\Network Diagnostic\xpnetdiag.exe
O9 - Extra 'Tools' menuitem: @xpsp3res.dll,-20001 - {e2e2dd38-d088-4134-82b7-f2ba38496583} - C:\WINDOWS\Network Diagnostic\xpnetdiag.exe
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O16 - DPF: {39B0684F-D7BF-4743-B050-FDC3F48F7E3B} (CDownloadCtrl Object) - http://www.fileplane...C_2.3.6.108.cab
O16 - DPF: {48884C41-EFAC-433D-958A-9FADAC41408E} (EGamesPlugin Class) - https://www.e-games....GamesPlugin.cab
O16 - DPF: {6414512B-B978-451D-A0D8-FCFDF33E833C} (WUWebControl Class) - http://www.update.mi...b?1196112891000
O16 - DPF: {D8089245-3211-40F6-819B-9E5E92CD61A2} (FlashXControl Object) - https://signin3.valu...018/flashax.cab
O18 - Protocol: bwfile-8876480 - {9462A756-7B47-47BC-8C80-C34B9B80B32B} - C:\Program Files\Logitech\Desktop Messenger\8876480\Program\GAPlugProtocol-8876480.dll
O18 - Protocol: grooveLocalGWS - {88FED34C-F0CA-4636-A375-3CB6248B04CD} - C:\PROGRA~1\MICROS~2\Office12\GR99D3~1.DLL
O18 - Protocol: linkscanner - {F274614C-63F8-47D5-A4D1-FBDDE494F8D1} - C:\Program Files\AVG\AVG8\avgpp.dll (file missing)
O18 - Protocol: skype4com - {FFC8B962-9B40-4DFF-9458-1830C7DD7F5D} - C:\PROGRA~1\COMMON~1\Skype\SKYPE4~1.DLL
O20 - Winlogon Notify: Antiwpa - C:\WINDOWS\SYSTEM32\antiwpa.dll
O20 - Winlogon Notify: nnnnOhEV - nnnnOhEV.dll (file missing)
O23 - Service: Ati HotKey Poller - ATI Technologies Inc. - C:\WINDOWS\system32\Ati2evxx.exe
O23 - Service: ATI Smart - Unknown owner - C:\WINDOWS\system32\ati2sgag.exe
O23 - Service: Autodesk Licensing Service - Autodesk - C:\Program Files\Common Files\Autodesk Shared\Service\AdskScSrv.exe
O23 - Service: DCPFLICS service (DCPFLICS) - Unknown owner - C:\Program Files\DCPFLICS\dcpflics.exe
O23 - Service: Process Monitor (LVPrcSrv) - Logitech Inc. - c:\program files\common files\logishrd\lvmvfm\LVPrcSrv.exe
O23 - Service: LVSrvLauncher - Logitech Inc. - C:\Program Files\Common Files\LogiShrd\SrvLnch\SrvLnch.exe
O23 - Service: mental ray 3.6 Satellite for Autodesk 3ds Max 2008 32-bit 32-bit (mi-raysat_3dsMax2008_32) - Unknown owner - C:\Program Files\Autodesk\3ds Max 2008\mentalray\satellite\raysat_3dsMax2008_32server.exe
O23 - Service: mental ray 3.5 Satellite (32-bit) (mi-raysat_3dsmax9_32) - Unknown owner - C:\Program Files\Autodesk\3ds Max 9\mentalray\satellite\raysat_3dsmax9_32server.exe (file missing)
O23 - Service: PC Tools Auxiliary Service (sdAuxService) - PC Tools - C:\Program Files\Spyware Doctor\pctsAuxs.exe
O23 - Service: PC Tools Security Service (sdCoreService) - PC Tools - C:\Program Files\Spyware Doctor\pctsSvc.exe
O23 - Service: TuneUp Drive Defrag Service (TuneUp.Defrag) - TuneUp Software GmbH - C:\WINDOWS\System32\TuneUpDefragService.exe
O23 - Service: Ventrilo - Unknown owner - C:\Program Files\VentSrv\ventrilo_svc.exe

--
End of file - 11002 bytes
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#2
Mike

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Hi Normalcy,

I'm looking over your log and will be back with you soon :)
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#3
Mike

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Hi there Normalcy,

Please go HERE (Microsoft website) using Internet Explorer (not Firefox or any other browser as they won't work)
  • Click on Windows Validation Assistant
  • Click on the Validate Now button.
  • Be patient while the ActiveX loads, do not click on any links.
  • Read the instructions on this page while it's loading. You will be prompted to install - click YES.
  • Enter your product key then click continue
  • When it says "Validation Complete" please click Continue to return to your previous activity
  • Copy what it says and paste it here.

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#4
Normalcy

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@[email protected] I guess I forgot to validate it.. I didin't see any warnings from microsoft..

This is all it said...

Thank you for validating your copy of Microsoft Windows.

Thank you for using the Windows Genuine Advantage program. You may now access resources for genuine Windows users.
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#5
Mike

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Hi there Normalcy,

Thanks for doing that for me, In your log I found an item that is usually found in cracked versions of Windows, and it would have been against our terms of use to help you.
Please follow my instructions in the order they were given, if you come across something you don't understand or don't feel comfortable doing, don't hesitate to ask and I will get you sorted out :)

Step 1. Preperation

I will need you to temporarily disable Spyware Doctor as it could prevent us from making the fixes we need to your computer.

Spyware Doctor

1. From within Spyware Doctor, click the "OnGuard" button on the left side.
2. Uncheck "Activate OnGuard".

You have no antivirus or firewall installed on your computer. These program are NEEDED for the well-being of your computer. Without them you are wide open to reinfection.
I would like you to download one Antivirus and one Firewall program from the lists below:

Firewalls:
AntiViruses:It is critical to have both a firewall and anti virus to protect your system and to keep them updated.

If you cannot install them now please try again after the fixes

Step 2. Restoring hosts files

Download the HostsXpert 3.7 - Hosts File Manager.
  • Unzip HostsXpert 3.7 - Hosts File Manager to a convenient folder such as C:\HostsXpert
  • Click HostsXpert.exe to Run HostsXpert 3.7 - Hosts File Manager from its new home
  • Click "Make Hosts Writable?" in the upper right corner (If available).
  • Click Restore Microsoft's Hosts file and then click OK.
  • Click the X to exit the program.
  • Note: If you were using a custom Hosts file you will need to replace any of those entries yourself.

Step 3. Fixes with Hijack This

Please open HijackThis again and choose "Do a system scan only". Please put a check next to each of the following entries (if still present):

O2 - BHO: (no name) - {19B9CD57-3043-442F-8DFF-F9924AF056BD} - C:\WINDOWS\system32\nnnnOhEV.dll (file missing)
O2 - BHO: WormRadar.com IESiteBlocker.NavFilter - {3CA2F312-6F6E-4B53-A66E-4E65E497C8C0} - C:\Program Files\AVG\AVG8\avgssie.dll (file missing)
O2 - BHO: (no name) - {9F31C305-52B6-4120-8796-0D52B2CD1860} - C:\WINDOWS\system32\fccATnoo.dll (file missing)
O4 - HKLM\..\Run: [Alcmtr] ALCMTR.EXE
O4 - HKLM\..\Run: [BM3fe08d26] Rundll32.exe "C:\WINDOWS\system32\pswweods.dll",s
O16 - DPF: {D8089245-3211-40F6-819B-9E5E92CD61A2} (FlashXControl Object) - https://signin3.valu...018/flashax.cab
O18 - Protocol: linkscanner - {F274614C-63F8-47D5-A4D1-FBDDE494F8D1} - C:\Program Files\AVG\AVG8\avgpp.dll (file missing)
O20 - Winlogon Notify: Antiwpa - C:\WINDOWS\SYSTEM32\antiwpa.dll
O20 - Winlogon Notify: nnnnOhEV - nnnnOhEV.dll (file missing)
O23 - Service: mental ray 3.5 Satellite (32-bit) (mi-raysat_3dsmax9_32) - Unknown owner - C:\Program Files\Autodesk\3ds Max 9\mentalray\satellite\raysat_3dsmax9_32server.exe (file missing)

Now please close all open windows except HJT and press "Fix checked".

Please download the OTMoveIt2 by OldTimer.
  • Save it to your desktop.
  • Please double-click OTMoveIt2.exe to run it. (Vista users, please right click on OTMoveit2.exe and select "Run as an Administrator")
  • Copy the file paths below to the clipboard by highlighting ALL of them and pressing CTRL + C (or, after highlighting, right-click and choose Copy):

    C:\WINDOWS\SYSTEM32\antiwpa.dll
    C:\WINDOWS\system32\pswweods.dll
    C:\windows\alcmtr.exe
  • Return to OTMoveIt2, right click in the "Paste List of Files/Folders to Move" window (under the light Yellow bar) and choose Paste.
  • Click the red Moveit! button.
  • A log of files and folders moved will be created in the c:\_OTMoveIt\MovedFiles folder in the form of Date and Time (mmddyyyy_hhmmss.log). Please open this log in Notepad and post its contents in your next reply.
  • Close OTMoveIt2
If a file or folder cannot be moved immediately you may be asked to reboot the machine to finish the move process. If you are asked to reboot the machine choose Yes.

OPTIONAL

I see you have Soft Ahead installed. this program is marked as "Open to debate" If you had not willingly installed this program please do the following:

Please open HijackThis again and choose "Do a system scan only". Please put a check next to each of the following entries (if still present):

O2 - BHO: SACert Class - {740FE5FB-65F1-46C5-9E54-A19C8A8D7AC2} - C:\WINDOWS\system32\SoftAheadCert.dll

Now please close all open windows except HJT and press "Fix checked".

Rerun OTMoveIt2 and put the following in place of the last script:
C:\WINDOWS\system32\SoftAheadCert.dll

If OTmoveIt2 doesn't do it for you, please REBOOT.

Step 4. Deckards' System Scanner

Please download Deckard's System Scanner (DSS) and save it to your Desktop.
  • Close all other windows before proceeding.
  • Double-click on dss.exe and follow the prompts.
  • When it has finished, dss will open two Notepads main.txt and extra.txt -- please copy (CTRL+A and then CTRL+C) and paste (CTRL+V) the contents of main.txt and extra.txt in your next reply.

In your next reply

Please post the OTMoveIt2 log.
Main.txt and Extra.txt from Deckards' System Scanner.
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#6
Normalcy

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Bad news. After i restarted it after that ot move it thing, It kept saying my windows key was invalid (wouldnt let me type it in again.) So I reformatted it (was going to soon anyway) and now It wont got past the first installation screen... Keeps saying this error message.

Fatal Error

An error has been encountered that prevents setup from continuing.

One of the components that windows needs to continue setup could not be installed.

Data error (cyclic redundancy check)

If you are installing from a cd, there might be a problem with the disk; try cleaning the disk or use another (I have tried this)

If you are installing from the network, it is possible that not all of the files were copied correctly to your disk drive. Run the disk checking utility on your installation drive from the recovery console and start setup again. (dont know how to do this)

Press ok to view the setup log file
(pressed ok)
(only posting the stuff thats new in the log)

Error: The signature for windows XP Home Edition setup is invalid. The error code is 800b0100

No signature was present in the subject. (I am using a legit cd, it came with my computer)

Fatal error:
Setup failed to install the product catalogs. (your kidding right?) This is a fatal error. The setup log files should contain more information.

Error:
Installation failed. D:\XPHOME\ASMS. data error(cyclic redundancy check)

Then it just repeats all those errors again.

I have tried reformatting and trying a friends disk, But it does the same thing. What happened?

LOL should I try a different OS? or is it a problem with my hard drive? (this comp is two years old)

Edited by Normalcy, 03 May 2008 - 12:37 PM.

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#7
Mike

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Hi there Normalcy,

Due to the fact that Windows complained of an invalid key and the fact that this entry O20 - Winlogon Notify: Antiwpa - C:\WINDOWS\SYSTEM32\antiwpa.dll was present in your log, also the Error returned The signature for windows XP Home Edition setup is invalid. The error code is 800b0100, No signature was present in the subject. when trying to reinstall Windows XP, I do not believe that your version of windows is legitimate.

As it is against our terms of use that you agreed to when registering an account, we here at geekstogo! can no longer provide you assistance regarding this matter.

My apologies,

Mike
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#8
Normalcy

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I bought the computer like this, and used the cd's to install it. If I reformatted my computer, Why would that virus still be affecting my install?
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#9
Mike

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Hi there Normalcy,

I'm sorry to hear that you bought the computer this way, but the fact is that your version of windows is illegal. If you still have contact with this individual I would recommend trying to return it.

The virus is not the causing this prevention, If you re-formatted it's gone, not even the toughest virus can withstand that.

As I said before we can no longer provide you with assistance regarding this matter,

regards,

Mike

Edited by Mike, 05 May 2008 - 06:50 AM.

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#10
ScHwErV

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This thread is now closed. We regret that we were unable to help you with your issue. Please follow Mike's recommendation to contact the person who sold you the computer. By selling you the computer with an illegal version of windows, they broke a law. It might help you to mention that when you contact them.
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