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Avast keeps giving windows.malware-gen and win32.downloader.PKU 9tj) a


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#106
betsym

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I think I did it!

Attached Files

  • Attached File  OTL.Txt   142.11KB   67 downloads

Edited by betsym, 04 March 2013 - 03:50 PM.

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#107
Essexboy

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Could you attach the log then please
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#108
betsym

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I'm getting a little worried......is it that bad???
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#109
Essexboy

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Nope it just needs some TLC
So first we will remove the toolbar rubbish. Then we will run a small repair on the system. Once that is done we will see what problems remain

As an aside, Billp has reported problems on the last winpatrol version released and an Avast driver, both Avast and Billp have cured that now

CLEAR THE BAD TOOLBARS

Download AdwCleaner from here to your desktop
Run AdwCleaner and select Delete

Posted Image

Once done it will ask to reboot, allow this
On reboot a log will be produced please attach that

THEN

Download Windows Repair (all in one) from this site

Install the programme then run

Posted Image

Go to step 3 and allow it to run SFC
Posted Image


On the start repairs tab click start
Posted Image

Select the following items and tick restart system when finished
Posted Image
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#110
betsym

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I'm back...Yeah, i was thinking that maybe I should uninstall the WinPatrol. I will go and perform the required tasks and post the results and then wait for mthe next set of instructions.

Edited by betsym, 05 March 2013 - 11:52 AM.

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#111
Essexboy

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OK once they have been completed could you let me know of any problems that you are currently experiencing
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#112
betsym

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Good morning,Thank you for your email via Mr Steckler.I am very sorry to hear about your experience and I can assure you that this is not what we desire for our valued customers.I have now issued a refund for both the Total Support and for your Avast purchase (you should get a confirmation email for this).  I would further like to offer to give you a free Avast license for 1-year as way of apology for your trouble - of course I can have someone assist you in setting that up if you choose to accept this.I look forward to hearing from you.Best regards,Adam Riley


Good morning Betsy,

Thank you for your reply and for the extra information. I can absolutely assure you that creating the right customer experience is something we strive to achieve here at Avast and something which I personally work hard to improve continually.
To give you some further insight into how the support works, please let me explain how it should happen: Avast customers calling the toll-free number should have all of their Avast issues resolved free of charge (license, installation, error messages etc), however, if the issue is being caused by something else other than Avast Software (for example a windows problem or missing system files) then we do offer a paid support service which protects your computer for 1-year for any issues. This is of course fully optional and is a preferred alternative to visiting a repair shop for some people. The main importance here is the word optional - there should never be pressure put onto our customers to purchase, they should only be offered the service.
It appears that your problem stretch beyond the selling of the service however and onto the delivery of the service, and the actual service level of the techs. This worries me tremendously and I can give you a guarantee that Mr Steckler (Avast CEO) and myself will be raising this with all the necessary teams to be addressed.

I sincerely apologize for the trouble you have had; as mentioned yesterday I have refunded the Total Support and Avast for you and my offer remains to provide you with a free license as way of apology should you choose to come back across to us.

Thanks again for taking your time to give me all of this information and I remain available to answer any further questions you may have.

Best regards,
Adam

--
Adam Riley
Manager, Global Services
Avast Software, Prague, Czech Republic
T: +420 274005799 E: [email protected]
So would you take the offer of a free license? I'm just afraid of putting Avast back on my computer and have the computer reject it again...

Edited by betsym, 05 March 2013 - 11:57 AM.

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#113
betsym

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I still have ADwcleaner on my desktop. Should I have uninstalled that?
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#114
Essexboy

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Get a new copy and delete the old one.. Nice to see Adam Riley is on the ball :)
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#115
Essexboy

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Yep take the free license and I will help you set it up
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#116
betsym

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ok. i'm having trouble attaching the log again

Edited by betsym, 05 March 2013 - 12:29 PM.

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#117
betsym

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I can't attach the log!!!!!
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#118
betsym

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# AdwCleaner v2.114 - Logfile created 03/05/2013 at 13:01:23# Updated 05/03/2013 by Xplode# Operating system : Windows 7 Home Premium Service Pack 1 (64 bits)# User : Betsy - BETSY-PC# Boot Mode : Normal# Running from : C:\Users\Betsy\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\Q0EA7QAM\adwcleaner.exe# Option [Delete]***** [Services] ********** [Files / Folders] *****File Deleted : C:\ENDFile Deleted : C:\Users\Betsy\AppData\Local\Google\Chrome\User Data\Default\bprotectorpreferencesFile Deleted : C:\Users\Betsy\AppData\Roaming\Mozilla\Firefox\Profiles\qj012uu8.default\searchplugins\Askcom.xmlFile Deleted : C:\Users\Betsy\AppData\Roaming\Mozilla\Firefox\Profiles\qj012uu8.default\searchplugins\Conduit.xmlFile Deleted : C:\Users\Betsy\Desktop\My Video Downloads.lnkFile Deleted : C:\Users\Betsy\Desktop\SPEEDbit Video Downloader.lnkFile Deleted : C:\Users\UpdatusUser\Desktop\My Video Downloads.lnkFile Deleted : C:\Users\UpdatusUser\Desktop\SPEEDbit Video Downloader.lnkFile Deleted : C:\Windows\Tasks\AmiUpdXp.jobFolder Deleted : C:\Program Files (x86)\AddLyricsFolder Deleted : C:\Program Files (x86)\Ask.comFolder Deleted : C:\Program Files (x86)\Common Files\SpeedbitFolder Deleted : C:\Program Files (x86)\PremierOpinionFolder Deleted : C:\Program Files (x86)\Speedbit Video DownloaderFolder Deleted : C:\ProgramData\APNFolder Deleted : C:\ProgramData\AskFolder Deleted : C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Speedbit Video DownloaderFolder Deleted : C:\ProgramData\SpeedbitFolder Deleted : C:\ProgramData\TrymediaFolder Deleted : C:\Users\Betsy\AppData\Local\APNFolder Deleted : C:\Users\Betsy\AppData\Local\AskToolbarFolder Deleted : C:\Users\Betsy\AppData\Local\ConduitFolder Deleted : C:\Users\Betsy\AppData\Local\getsavinFolder Deleted : C:\Users\Betsy\AppData\Local\Google\Chrome\User Data\Default\Extensions\djcpfkccckpeeghiklnhienllljccglbFolder Deleted : C:\Users\Betsy\AppData\Local\Google\Chrome\User Data\Default\Extensions\oelbclnhkbhlhikfmpmbakbgeonbjjnpFolder Deleted : C:\Users\Betsy\AppData\Local\SwvUpdaterFolder Deleted : C:\Users\Betsy\AppData\Local\Temp\AskSearchFolder Deleted : C:\Users\Betsy\AppData\Local\Temp\CT3279141Folder Deleted : C:\Users\Betsy\AppData\LocalLow\AskToolbarFolder Deleted : C:\Users\Betsy\AppData\LocalLow\ConduitFolder Deleted : C:\Users\Betsy\AppData\LocalLow\PriceGongFolder Deleted : C:\Users\Betsy\AppData\LocalLow\SpeedbitFolder Deleted : C:\Users\Betsy\AppData\Roaming\Mozilla\Firefox\Profiles\qj012uu8.default\extensions\{f0e59437-6148-4a98-b0a6-60d557ef57f4}Folder Deleted : C:\Users\Betsy\AppData\Roaming\Mozilla\Firefox\Profiles\qj012uu8.default\extensions\stagedFolder Deleted : C:\Users\Betsy\AppData\Roaming\Mozilla\Firefox\Profiles\qj012uu8.default\extensions\[email protected] Deleted : C:\Windows\Installer\{86D4B82A-ABED-442A-BE86-96357B70F4FE}***** [Registry] *****Key Deleted : HKCU\Software\APNKey Deleted : HKCU\Software\AppDataLow\Software\AskToolbarKey Deleted : HKCU\Software\AppDataLow\Software\ConduitKey Deleted : HKCU\Software\AppDataLow\Software\ConduitSearchScopesKey Deleted : HKCU\Software\AppDataLow\Software\FreecauseKey Deleted : HKCU\Software\AppDataLow\Software\PriceGongKey Deleted : HKCU\Software\AppDataLow\Software\SmartBarKey Deleted : HKCU\Software\Ask.comKey Deleted : HKCU\Software\AskToolbarKey Deleted : HKCU\Software\ConduitKey Deleted : HKCU\Software\Google\Chrome\Extensions\oelbclnhkbhlhikfmpmbakbgeonbjjnpKey Deleted : HKCU\Software\IminentKey Deleted : HKCU\Software\InstallCoreKey Deleted : HKCU\Software\Microsoft\Internet Explorer\Low Rights\ElevationPolicy\{603C4CC9-5DC6-4C44-873F-8281509DF953}Key Deleted : HKCU\Software\Microsoft\Internet Explorer\Low Rights\ElevationPolicy\{A5AA24EA-11B8-4113-95AE-9ED71DEAF12A}Key Deleted : HKCU\Software\Microsoft\Windows\CurrentVersion\Ext\Settings\{02478D38-C3F9-4EFB-9B51-7695ECA05670}Key Deleted : 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HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Run [ApnUpdater]Value Deleted : HKLM\SOFTWARE\Mozilla\Firefox\Extensions [{0329E7D6-6F54-462D-93F6-F5C3118BADF2}]Value Deleted : HKLM\SOFTWARE\Wow6432Node\Microsoft\Internet Explorer\Toolbar [{D4027C7F-154A-4066-A1AD-4243D8127440}]***** [Internet Browsers] *****-\\ Internet Explorer v9.0.8112.16464[OK] Registry is clean.-\\ Mozilla Firefox v19.0 (en-US)File : C:\Users\Betsy\AppData\Roaming\Mozilla\Firefox\Profiles\qj012uu8.default\prefs.jsDeleted : user_pref("browser.search.order.1", "Ask.com");Deleted : user_pref("browser.startup.homepage", "hxxp://search.avira.com/?l=dis&o=APN10266&gct=hp&dc=US&locale[...]Deleted : user_pref("[email protected]", true);Deleted : user_pref("[email protected]", true);Deleted : user_pref("extensions.tweaktube.addit.remoteInstallItems", "{ \"software\": {\"191\": {\"id\": \"191[...]Deleted : user_pref("speedbitvideodownloader.Var1", "0");Deleted : user_pref("speedbitvideodownloader.Var10", "0");Deleted : user_pref("speedbitvideodownloader.Var2", "0");Deleted : user_pref("speedbitvideodownloader.Var3", "0");Deleted : user_pref("speedbitvideodownloader.Var4", "0");Deleted : user_pref("speedbitvideodownloader.Var5", "0");Deleted : user_pref("speedbitvideodownloader.Var6", "0");Deleted : user_pref("speedbitvideodownloader.Var7", "0");Deleted : user_pref("speedbitvideodownloader.Var8", "0");Deleted : user_pref("speedbitvideodownloader.Var9", "0");Deleted : user_pref("speedbitvideodownloader.cache.tbs_include_xml_spd", "37/6/19/8/112");Deleted : user_pref("speedbitvideodownloader.firstlaunch", "0");Deleted : user_pref("speedbitvideodownloader.guid", "%7B5812635E-5541-8DE1-99E3-5E51913FB4CE%7D");Deleted : user_pref("speedbitvideodownloader.userId", "%12");Deleted : user_pref("speedbitvideodownloader_installed_version", "3.0.6");Deleted : user_pref("CT3279141.autoDisableScopes", 0);Deleted : user_pref("CT3279141.UserID", "UN28923049612895228");Deleted : user_pref("CT3279141.installDate", "2/3/2013 17:47:41");Deleted : user_pref("CT3279141.FF19Solved", "true");Deleted : user_pref("browser.search.defaulturl", "hxxp://search.conduit.com/ResultsExt.aspx?ctid=CT3279141&CUI[...]Deleted : user_pref("browser.search.defaultthis.engineName", "WhiteSmoke B Customized Web Search");Deleted : user_pref("browser.search.selectedEngine", "Ask.com");Deleted : user_pref("CT3279141.browser.search.defaultthis.engineName", "true");Deleted : user_pref("CT3279141.defaultSearchXPETakeover", "true");Deleted : user_pref("smartbar.originalSearchEngine", "hxxp://www.google.com/search");Deleted : user_pref("smartbar.originalSearchAddressUrl", "");Deleted : user_pref("Smartbar.SearchFromAddressBarSavedUrl", "");Deleted : user_pref("CT3279141.keyword", "true");Deleted : user_pref("CT3279141.addressUrlXPETakeover", "true");Deleted : user_pref("smartbar.conduitSearchAddressUrlList", "hxxp://search.conduit.com/ResultsExt.aspx?ctid=CT[...]Deleted : user_pref("smartbar.conduitHomepageList", "hxxp://search.conduit.com/?ctid=CT3279141&octid=CT3279141[...]Deleted : user_pref("smartbar.originalHomepage", "hxxp://www.yahoo.com/?fr=fp-tyc9");Deleted : user_pref("browser.search.defaultengine", "Ask.com");Deleted : user_pref("browser.search.defaultenginename", "Ask.com");Deleted : user_pref("extensions.asktb.ff-original-keyword-url", "hxxp://search.conduit.com/ResultsExt.aspx?cti[...]-\\ Google Chrome v25.0.1364.97File : C:\Users\Betsy\AppData\Local\Google\Chrome\User Data\Default\PreferencesDeleted [l.24] : icon_url = "hxxp://search.conduit.com/fav.ico",Deleted [l.27] : keyword = "search.conduit.com",Deleted [l.30] : search_url = "hxxp://search.conduit.com/Results.aspx?q={searchTerms}&SearchSource=49&cui=UN28[...]Deleted [l.31] : suggest_url = "hxxp://suggest.search.conduit.com/Suggest.ashx?q=[{searchTerms}]"Deleted [l.1819] : homepage = "hxxp://search.avira.com/?l=dis&o=APN10266&gct=hp&dc=US&locale=en_US",-\\ Opera v12.2.1578.0File : C:\Users\Betsy\AppData\Roaming\Opera\Opera\operaprefs.ini[OK] File is clean.*************************AdwCleaner[R1].txt - [17908 octets] - [25/10/2012 00:52:32]AdwCleaner[R2].txt - [17969 octets] - [25/10/2012 00:56:06]AdwCleaner[S1].txt - [18262 octets] - [25/10/2012 00:56:49]AdwCleaner[S2].txt - [2227 octets] - [24/12/2012 22:30:50]AdwCleaner[S3].txt - [1297 octets] - [24/12/2012 22:41:56]AdwCleaner[S4].txt - [23568 octets] - [05/03/2013 13:01:23]########## EOF - C:\AdwCleaner[S4].txt - [23629 octets] ##########
  • 0

#119
betsym

betsym

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  • 129 posts
it didn't look like that when I posted it and then the screen flickered and that's when I noticed it had jumbled. I can't do anything else until I hear back from you.
  • 0

#120
Essexboy

Essexboy

    GeekU Moderator

  • Retired Staff
  • 69,964 posts
OK that cleared the toolbar rubbish

Next a bit of repairing with windows all in one... This may take about 30 minutes to run
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