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my computer is infected [Solved]

cannot do any windows update

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#31
DanoNH

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First
Create registry backups using Tweaking.com's Registry Backup

Download Tweaking.com - Registry Backup from here: http://www.tweaking....ry_backup.htmll
Double click on downloaded tweaking.com_registry_backup_setup.exe file to install the program.

Open the installed program.
Click on Backup Now button to create first manual backup:

p22002854.gif

Now adjust some settings...

Click on Settings tab:

p22002855.gif

By default the program will keep 5 backups. I suggest 10.

Now click on Create Schedule button.
By doing so the program will automatically create new Windows task, which will create fresh registry backup on every logon.
If you power your computer on more then once every day and you want to have just one daily registry backup click on Open Advanced Settings button and put checkmark in Only Do 1 Auto Backup Per Day.


Second
Run the Norton Removal Tool
  • Download the Norton Removal Tool
  • Run the tool, and follow the on-screen prompts.
  • When the tool is done, restart the computer.
  • Try Windows Update again.
Third
Run a Microsoft automated FixIt tool for Windows Update issues
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#32
ginnyjoe

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Ok did everything and the Fixit tool fixed everything except windows update. 


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#33
DanoNH

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Are you getting the same or any different error messages now?

I'm currently out of town until later this evening, but I will look at this when I get home. :)
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#34
ginnyjoe

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All seems to be fine except windows updates.


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#35
DanoNH

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Just checking in here.  I am currently waiting for instructor approval.


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#36
DanoNH

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Hello ginnyjoe,

Thanks so much for your patience. Here are our next steps:

First
Run a FRST fix
  • You should still have the FRST program on your Desktop.
  • Please download the attached fixlist.txt file and save it to your Desktop as well.
    Attached File  fixlist.txt   1.44KB   134 downloads
  • Now double-click on the FRST icon to open the program.
  • When FRST loads and is ready, press the Fix button once and wait for the fix to complete. You may see some pop-up windows open and quickly close.
    FRST_Fix_zps8lrdygec.png
  • When FRST is finished, it will open a log for you. Please copy&paste the contents of that log into your reply.
Second
Let's make sure you have the latest version of the Windows UpdaterThird
Reset Internet Explorer
  • Open Internet Explorer
  • Goto the Gear icon in the top right corner
  • Select Internet Options
  • Goto the Advanced tab
  • Select the Reset button
  • Enable "Delete personal Settings"
  • Click the Reset button
  • Restart Internet Explorer
Fourth
Reset Google Chrome
  • Open Chrome
  • Goto the Menu icon ChromeMenu_zpsr7fyk3vo.png
  • Select Settings
  • Scroll down the page and look for + Show advanced settings
  • Scroll down to the end of the page and click the Reset browser settings button
  • Click Reset once more
  • Restart Chrome

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#37
ginnyjoe

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I did the FRST like you said but it will not work. The first message I get is "DllRegisterServer in atl.dll succeeded. Then I get "DllRegisterServer in urlmon.dll succeded. The it says "Themodule "mshtml.dll" was loaded but the entry point  DllRegisterServer was not found. Make sure that "mshtml.dll" is a valid DLL or OCX file and try again. Then I kept getting a few more of these messages. I fianaly had to do a ctrl, alt, delete to make it stop. So I don't know were to go from here. I did do the second, third and fourth anyway then I did a restart. I went to windows update but no surprise there it still doesn't work. Getting a little discouraged.


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#38
ginnyjoe

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This is the fixlog I got.

Fix result of Farbar Recovery Tool (FRST written by Farbar) (x86) Version: 11-03-2015
Ran by Diane at 2015-03-24 16:30:02 Run:4
Running from C:\Users\Diane\Desktop
Loaded Profiles: Diane (Available profiles: Diane)
Boot Mode: Normal

==============================================

Content of fixlist:
*****************
CreateRestorePoint:
cmd: net stop bits
cmd: net stop wuauserv
cmd: net stop appidsvc
cmd: net stop cryptsvc
cmd: regsvr32.exe atl.dll
cmd: regsvr32.exe urlmon.dll
cmd: regsvr32.exe mshtml.dll
cmd: regsvr32.exe shdocvw.dll
cmd: regsvr32.exe browseui.dll
cmd: regsvr32.exe jscript.dll
cmd: regsvr32.exe vbscript.dll
cmd: regsvr32.exe scrrun.dll
cmd: regsvr32.exe msxml.dll
cmd: regsvr32.exe msxml3.dll
cmd: regsvr32.exe msxml6.dll
cmd: regsvr32.exe actxprxy.dll
cmd: regsvr32.exe softpub.dll
cmd: regsvr32.exe wintrust.dll
cmd: regsvr32.exe dssenh.dll
cmd: regsvr32.exe rsaenh.dll
cmd: regsvr32.exe gpkcsp.dll
cmd: regsvr32.exe sccbase.dll
cmd: regsvr32.exe slbcsp.dll
cmd: regsvr32.exe cryptdlg.dll
cmd: regsvr32.exe oleaut32.dll
cmd: regsvr32.exe ole32.dll
cmd: regsvr32.exe shell32.dll
cmd: regsvr32.exe initpki.dll
cmd: regsvr32.exe wuapi.dll
cmd: regsvr32.exe wuaueng.dll
cmd: regsvr32.exe wuaueng1.dll
cmd: regsvr32.exe wucltui.dll
cmd: regsvr32.exe wups.dll
cmd: regsvr32.exe wups2.dll
cmd: regsvr32.exe wuweb.dll
cmd: regsvr32.exe qmgr.dll
cmd: regsvr32.exe qmgrprxy.dll
cmd: regsvr32.exe wucltux.dll
cmd: regsvr32.exe muweb.dll
cmd: regsvr32.exe wuwebv.dll
cmd: ipconfig /release
cmd: ipconfig /renew
cmd: ipconfig /flushdns
cmd: netsh winsock reset all
cmd: netsh int ip reset all
cmd: net start bits
cmd: net start wuauserv
cmd: net start appidsvc
cmd: net start cryptsvc
File: C:\Windows\winsxs\pending.xml
Reboot:
*****************

Restore point was successfully created.

=========  net stop bits =========

The Background Intelligent Transfer Service service is not started.

More help is available by typing NET HELPMSG 3521.

========= End of CMD: =========

=========  net stop wuauserv =========

The Windows Update service is not started.

More help is available by typing NET HELPMSG 3521.

========= End of CMD: =========

=========  net stop appidsvc =========

System error 1060 has occurred.

The specified service does not exist as an installed service.

========= End of CMD: =========

=========  net stop cryptsvc =========

The Cryptographic Services service is not started.

More help is available by typing NET HELPMSG 3521.

========= End of CMD: =========

=========  regsvr32.exe atl.dll =========

========= End of CMD: =========

=========  regsvr32.exe urlmon.dll =========

========= End of CMD: =========

=========  regsvr32.exe mshtml.dll =========

========= End of CMD: =========

=========  regsvr32.exe shdocvw.dll =========

========= End of CMD: =========

=========  regsvr32.exe browseui.dll =========

========= End of CMD: =========

=========  regsvr32.exe jscript.dll =========

========= End of CMD: =========

=========  regsvr32.exe vbscript.dll =========

========= End of CMD: =========

=========  regsvr32.exe scrrun.dll =========

========= End of CMD: =========

=========  regsvr32.exe msxml.dll =========

========= End of CMD: =========

=========  regsvr32.exe msxml3.dll =========


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#39
DanoNH

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Hi ginnyjoe,

Don't get discouraged! ;) I am finding out that Windows Update issues can be among the most tricky to resolve.

My apologies, I should have let you know those pop up messages would happen. You actually made it through about 1/3 of them... It's checking driver registration in the system. Some you have, some you may not.

I can update the fixlist file to run silently later, or if you like you can download and run the same fix again. Tip: You should be able to hit the Enter key each time to proceed. There are in fact 30 of these items.

The rest of the steps are important too.

Hang in there... We are very close!

Dan
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#40
DanoNH

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You just need to repeat the first step please.
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#41
ginnyjoe

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Fix result of Farbar Recovery Tool (FRST written by Farbar) (x86) Version: 11-03-2015
Ran by Diane at 2015-03-24 22:11:05 Run:5
Running from C:\Users\Diane\Desktop
Loaded Profiles: Diane (Available profiles: Diane)
Boot Mode: Normal

==============================================

Content of fixlist:
*****************
CreateRestorePoint:
cmd: net stop bits
cmd: net stop wuauserv
cmd: net stop appidsvc
cmd: net stop cryptsvc
cmd: regsvr32.exe atl.dll
cmd: regsvr32.exe urlmon.dll
cmd: regsvr32.exe mshtml.dll
cmd: regsvr32.exe shdocvw.dll
cmd: regsvr32.exe browseui.dll
cmd: regsvr32.exe jscript.dll
cmd: regsvr32.exe vbscript.dll
cmd: regsvr32.exe scrrun.dll
cmd: regsvr32.exe msxml.dll
cmd: regsvr32.exe msxml3.dll
cmd: regsvr32.exe msxml6.dll
cmd: regsvr32.exe actxprxy.dll
cmd: regsvr32.exe softpub.dll
cmd: regsvr32.exe wintrust.dll
cmd: regsvr32.exe dssenh.dll
cmd: regsvr32.exe rsaenh.dll
cmd: regsvr32.exe gpkcsp.dll
cmd: regsvr32.exe sccbase.dll
cmd: regsvr32.exe slbcsp.dll
cmd: regsvr32.exe cryptdlg.dll
cmd: regsvr32.exe oleaut32.dll
cmd: regsvr32.exe ole32.dll
cmd: regsvr32.exe shell32.dll
cmd: regsvr32.exe initpki.dll
cmd: regsvr32.exe wuapi.dll
cmd: regsvr32.exe wuaueng.dll
cmd: regsvr32.exe wuaueng1.dll
cmd: regsvr32.exe wucltui.dll
cmd: regsvr32.exe wups.dll
cmd: regsvr32.exe wups2.dll
cmd: regsvr32.exe wuweb.dll
cmd: regsvr32.exe qmgr.dll
cmd: regsvr32.exe qmgrprxy.dll
cmd: regsvr32.exe wucltux.dll
cmd: regsvr32.exe muweb.dll
cmd: regsvr32.exe wuwebv.dll
cmd: ipconfig /release
cmd: ipconfig /renew
cmd: ipconfig /flushdns
cmd: netsh winsock reset all
cmd: netsh int ip reset all
cmd: net start bits
cmd: net start wuauserv
cmd: net start appidsvc
cmd: net start cryptsvc
File: C:\Windows\winsxs\pending.xml
Reboot:
*****************

Restore point was successfully created.

=========  net stop bits =========

The Background Intelligent Transfer Service service is stopping.
The Background Intelligent Transfer Service service was stopped successfully.

========= End of CMD: =========

=========  net stop wuauserv =========

The Windows Update service is stopping.
The Windows Update service was stopped successfully.

========= End of CMD: =========

=========  net stop appidsvc =========

System error 1060 has occurred.

The specified service does not exist as an installed service.

========= End of CMD: =========

=========  net stop cryptsvc =========

The Cryptographic Services service is stopping..
The Cryptographic Services service was stopped successfully.

========= End of CMD: =========

=========  regsvr32.exe atl.dll =========

========= End of CMD: =========

=========  regsvr32.exe urlmon.dll =========

========= End of CMD: =========

=========  regsvr32.exe mshtml.dll =========

========= End of CMD: =========

=========  regsvr32.exe shdocvw.dll =========

========= End of CMD: =========

=========  regsvr32.exe browseui.dll =========

========= End of CMD: =========

=========  regsvr32.exe jscript.dll =========

========= End of CMD: =========

=========  regsvr32.exe vbscript.dll =========

========= End of CMD: =========

=========  regsvr32.exe scrrun.dll =========

========= End of CMD: =========

=========  regsvr32.exe msxml.dll =========

========= End of CMD: =========

=========  regsvr32.exe msxml3.dll =========

========= End of CMD: =========

=========  regsvr32.exe msxml6.dll =========

========= End of CMD: =========

=========  regsvr32.exe actxprxy.dll =========

========= End of CMD: =========

=========  regsvr32.exe softpub.dll =========

========= End of CMD: =========

=========  regsvr32.exe wintrust.dll =========

========= End of CMD: =========

=========  regsvr32.exe dssenh.dll =========

========= End of CMD: =========

=========  regsvr32.exe rsaenh.dll =========

========= End of CMD: =========

=========  regsvr32.exe gpkcsp.dll =========

========= End of CMD: =========

=========  regsvr32.exe sccbase.dll =========

========= End of CMD: =========

=========  regsvr32.exe slbcsp.dll =========

========= End of CMD: =========

=========  regsvr32.exe cryptdlg.dll =========

========= End of CMD: =========

=========  regsvr32.exe oleaut32.dll =========

========= End of CMD: =========

=========  regsvr32.exe ole32.dll =========

========= End of CMD: =========

=========  regsvr32.exe shell32.dll =========

========= End of CMD: =========

=========  regsvr32.exe initpki.dll =========

========= End of CMD: =========

=========  regsvr32.exe wuapi.dll =========

========= End of CMD: =========

=========  regsvr32.exe wuaueng.dll =========

========= End of CMD: =========

=========  regsvr32.exe wuaueng1.dll =========

========= End of CMD: =========

=========  regsvr32.exe wucltui.dll =========

========= End of CMD: =========

=========  regsvr32.exe wups.dll =========

========= End of CMD: =========

=========  regsvr32.exe wups2.dll =========

========= End of CMD: =========

=========  regsvr32.exe wuweb.dll =========

========= End of CMD: =========

=========  regsvr32.exe qmgr.dll =========

========= End of CMD: =========

=========  regsvr32.exe qmgrprxy.dll =========

========= End of CMD: =========

=========  regsvr32.exe wucltux.dll =========

========= End of CMD: =========

=========  regsvr32.exe muweb.dll =========

========= End of CMD: =========

=========  regsvr32.exe wuwebv.dll =========

========= End of CMD: =========

=========  ipconfig /release =========

Windows IP Configuration

No operation can be performed on Local Area Connection while it has its media disconnected.

Wireless LAN adapter Wireless Network Connection:

   Connection-specific DNS Suffix  . :
   Link-local IPv6 Address . . . . . : fe80::b93d:56f8:bd55:255d%11
   Default Gateway . . . . . . . . . :

Ethernet adapter Local Area Connection:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : cgocable.net

Tunnel adapter Local Area Connection* 6:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :

Tunnel adapter Local Area Connection* 17:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . :

========= End of CMD: =========

=========  ipconfig /renew =========

Windows IP Configuration

No operation can be performed on Local Area Connection while it has its media disconnected.

Wireless LAN adapter Wireless Network Connection:

   Connection-specific DNS Suffix  . : cgocable.net
   Link-local IPv6 Address . . . . . : fe80::b93d:56f8:bd55:255d%11
   IPv4 Address. . . . . . . . . . . : 192.168.0.110
   Subnet Mask . . . . . . . . . . . : 255.255.255.0
   Default Gateway . . . . . . . . . : 192.168.0.1

Ethernet adapter Local Area Connection:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : cgocable.net

Tunnel adapter Local Area Connection* 6:

   Media State . . . . . . . . . . . : Media disconnected
   Connection-specific DNS Suffix  . : cgocable.net

Tunnel adapter Local Area Connection* 17:

   Connection-specific DNS Suffix  . :
   IPv6 Address. . . . . . . . . . . : 2001:0:9d38:6ab8:201f:2418:3f57:ff91
   Link-local IPv6 Address . . . . . : fe80::201f:2418:3f57:ff91%12
   Default Gateway . . . . . . . . . : ::

========= End of CMD: =========

=========  ipconfig /flushdns =========

Windows IP Configuration

Successfully flushed the DNS Resolver Cache.

========= End of CMD: =========

=========  netsh winsock reset all =========

Sucessfully reset the Winsock Catalog.
You must restart the computer in order to complete the reset.

========= End of CMD: =========

=========  netsh int ip reset all =========

Reseting Echo Request, OK!
Reseting Global, OK!
Reseting Interface, OK!
A reboot is required to complete this action.

========= End of CMD: =========

=========  net start bits =========

The Background Intelligent Transfer Service service is starting.
The Background Intelligent Transfer Service service was started successfully.

========= End of CMD: =========

=========  net start wuauserv =========

The Windows Update service is starting.
The Windows Update service was started successfully.

========= End of CMD: =========

=========  net start appidsvc =========

The service name is invalid.

More help is available by typing NET HELPMSG 2185.

========= End of CMD: =========

=========  net start cryptsvc =========

The Cryptographic Services service is starting.
The Cryptographic Services service was started successfully.

========= End of CMD: =========

========================= File: C:\Windows\winsxs\pending.xml ========================

"C:\Windows\winsxs\pending.xml" not found.
====== End Of File: ======

The system needed a reboot.

==== End of Fixlog 22:12:35 ====


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#42
DanoNH

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Very good, thank you. :thumbsup:

 

Did you happen to try Windows Update after this? 

 

If it still doesn't work, we still have options here.  We have ruled out many, but not all possible causes at this point. 


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#43
ginnyjoe

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Yes I did try and it is still the same.
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#44
DanoNH

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Hello ginnyjoe,

 

Thank you for your continued patience. 

 

First

  • Please download this Microsoft FixIt and run it. 
  • Grant Adminstrator access when and if it asks, and let it complete. 
  • If it tells you to reboot, please do so.
  • Try Windows Update again.

 

Second

  • Please disable your AVG 2014 Anti-Virus by following the directions here
  • Try Windows Update again.

 

 


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#45
ginnyjoe

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When I do the microsoft Fix It this is the message I get "The installer has encountered and unexpected error installing this package. This may indicate a problem with this package. The error code is 2738."


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