[amylynn4]

Hello,
I'm new here and would like some advice.

Today, I updated Java and downloaded the new Windows Updates. When I restarted my computer, I opened up the internet browser. (Internet Explorer) Before the page loads, I will get an error message stating "Access violation at address 04BF16B7 in module 'AVGTOO~1.DLL'. Read of address 00000004." I'll close out that and have another window pop up titled 'Warning.' There is no message, it's just blank, and has an 'OK' button to press. My anti-virus protection (AVG) has been disabled, cannot get it to turn back on. I've also tried downloading another anti-virus, and malwarebytes.org, and I was not successful. It will start the setup, but will not continue to the installation or downloading.

Where do I go from here? My internet will work just fine, but the AVG toolbar keeps flashing on the top.

Thanks in advance for any advice.

-Amy

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Hello amylynn4

welcome to geekstogo

lets get a scan done for me to analyse.

Download OTListIt to your desktop.

• Close all windows and open it by double clicking on the icon
• When the window appears, underneath Output at the top change it to Minimal Output
• Check the boxes beside LOP Check and Purity Check
• Click Run Scan and let the program run uninterrupted
• It will produce two logs for you, one will pop up called OTListIt.txt, the other will be saved on your desktop and called Extras. Post both those logs here.
• You may need to use two posts to get it all on the forum

andrewuk

[andrewuk]

Hello amylynn4

welcome to geekstogo

lets get a scan done for me to analyse.

Download OTListIt to your desktop.

• Close all windows and open it by double clicking on the icon
• When the window appears, underneath Output at the top change it to Minimal Output
• Check the boxes beside LOP Check and Purity Check
• Click Run Scan and let the program run uninterrupted
• It will produce two logs for you, one will pop up called OTListIt.txt, the other will be saved on your desktop and called Extras. Post both those logs here.
• You may need to use two posts to get it all on the forum

andrewuk

[amylynn4]

Wasn't able to download the scan, got the File Download Message and it was 100% downloaded, chose to run the program, but nothing downloaded or installed onto my computer.

[andrewuk]

Click here to download HJTInstall.exe

• Save HJTInstall.exe to your desktop.
• Doubleclick on the HJTInstall.exe icon on your desktop.
• By default it will install to C:\Program Files\Trend Micro\HijackThis .
• Click on Install.
• It will create a HijackThis icon on the desktop.
• Once installed, it will launch Hijackthis.
• Click on the Do a system scan and save a logfile button. It will scan and the log should open in notepad.
• Click on "Edit > Select All" then click on "Edit > Copy" to copy the entire contents of the log.
• Come back here to this thread and Paste the log in your next reply.
• DO NOT have Hijackthis fix anything yet. Most of what it finds will be harmless or even required.

[amylynn4]

Was not successful in downloading HijackThis, will not run or save.

[andrewuk]

are you able to visit antivirus websites?

malwarebytes.org?

www.symantec.com?

[amylynn4]

Yes I am able to access all the sites and the downloads. I can also start the downloads, complete the downloads, but the installation process will not pop up once the download is complete. I've tried malwarebytes.org, cannot get it to install on the the computer either.

[andrewuk]

hmm . . . seems the AVG toolbar is causing these problems recently.

lets see if we can sort that out first by turning it off in add-ons:

go http://support.microsoft.com/kb/936213 and follow Method 3

let me know how it goes

andrewuk

[amylynn4]

Thank you so much!! That got rid of the Access violation message, but I am still unable to install programs.

[andrewuk]

lets try clearing your cache:

go Start >>> Control Panel

double click on "Internet Options"

under "Browsing History" hit the "delete button" to empty your cache.

once done, go to the "Security Tab" and under hit the "Reset all zones to the default level" button if it is not greyed out

on the "Advanced Tab" hit the button "Restore advanced settings"

press Apply and then OK


you may need to reboot your machine.

let me know how it goes

andrewuk

[amylynn4]

Still unable to download any content. Should I unistall AVG? It's only the free trial version, and it remains unactive (not able to turn back on)

[andrewuk]

Still unable to download any content. Should I unistall AVG? It's only the free trial version, and it remains unactive (not able to turn back on)

given it is unactive, then yes, lets try that.

it does mean that you will be on the internet with no protection though, so stick to safe sites for the time being.

andrewuk

[amylynn4]

still unable to download anything

[andrewuk]

ok, i have a few more tricks up my sleeve.

Download Combofix from any of the links below. You must rename it before saving it. Save it to your desktop.

Link 1
Link 2
Link 3





--------------------------------------------------------------------

Double click on Combo-Fix.exe & follow the prompts.

• When finished, it will produce a report for you.
• Please post the C:\ComboFix.txt along with a HijackThis log so we can continue cleaning the system.

if that fails, try this:

download SafeMSI.exe from this site: SafeMSI.exe . . . it will allow you to install and uninstall programs in safe mode. . . just download it unzip it to the desktop and start in safe mode and click on it . . . . see if that will allow you to install any of the above programs.


also, are you able to download to another computer and transfer via a flashdrive or cd?


andrewuk

[amylynn4]

I'm not successful with .exe downloads. I can try to download onto another computer and transfer the program via cd. Which program should i look into downloading?

I can also try a system restore. I have a date saved from two weeks ago.