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my computer is infected [Solved]

cannot do any windows update

  • This topic is locked This topic is locked

#46
DanoNH

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Hello ginnyjoe,

 

Thanks for hanging in there.  I think many would have abandoned the effort by now, and you should be commended for that.  I can assure you that I'm not going anywhere until this is resolved, one way or another.  :geek:

 

Did I mention that Windows Update issues are notoriously difficult to fix?  Believe it or not, there's another FixIt to fix that error. :prop:

 

Before going any further, please delete any previous Microsoft FixIt files from your Desktop or Downloads folder (or wherever you have downloaded them to), just to prevent any chance of mixing them up.

 

Then Empty your Recycle Bin... :)

 

After doing this, please continue with the steps below.

 

First

Please run this FixIt (http://go.microsoft....?linkid=9648765), then try the next steps again.

 

 

Second

 

Third

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

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#47
ginnyjoe

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I received the same message when I did the second step.. "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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#48
DanoNH

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Please try swapping steps 2 and 3.  Try step 3 (temporarily disable AVG) first, try Windows Update,  and then temporarily turn AVG off for step #2 (the FixIt), and let me know if you can access Windows Update after either one...

Thanks :)


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#49
ginnyjoe

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no still can't do updates.


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#50
DanoNH

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OK, hang in there, further steps are forthcoming... ;)


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#51
DanoNH

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Please navigate to C:\Windows\Logs\CBS\ and look for a file named checksur.log.  You might instead find a checksur.pending file instead. 

 

Let me know if you don't have the checksur.log file or not. 

 

Either way, please right-click on the file, open it with Notepad and Copy & Paste the contents in your reply.  If you have both, paste them both please.

 

If you have difficulty opening the file with Notepad, please copy it to your Desktop before opening it.


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#52
ginnyjoe

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The only thing I see is CheckSur and CheckSur.persist. I will copy these and put them in here. Let me know if you need the other as it is not there.

=================================
Checking System Update Readiness.
Binary Version 6.0.6002.23186
Package Version 25.0
2015-03-18 20:29

Checking Windows Servicing Packages

Checking Package Manifests and Catalogs

Checking Package Watchlist

Checking Component Watchlist

Checking Packages

Checking Component Store

Summary:
Seconds executed: 2602
No errors detected

Checking CoreOS key for repairing corruptions.
Winner version: 6.0.6002.18971.
Processor architecture: x86.
Check key to be repaired: wcm://Microsoft-Windows-CoreOS?version=6.0.6002.18971&language=neutral&processorArchitecture=x86&publicKeyToken=31bf3856ad364e35&versionScope=nonSxS&scope=allUsers\metadata\elements\ComputerName
Recreated value: @_type.
Recreated value: @dataOnly.
Recreated value: @default.
Recreated value: @description.
Recreated value: @displayName.
Recreated value: @handler.
Recreated value: @legacyName.
Recreated value: @legacyType.
Recreated value: @migrate.
Recreated value: @scope.
Recreated value: @xsd:type.

 

=================================
Checking System Update Readiness.
Binary Version 6.0.6002.23186
Package Version 25.0
2015-03-18 12:43

Checking Windows Servicing Packages

Checking Package Manifests and Catalogs

Checking Package Watchlist

Checking Component Watchlist

Checking Packages

Checking Component Store

=================================
Checking System Update Readiness.
Binary Version 6.0.6002.23186
Package Version 25.0
2015-03-18 13:25

Checking Windows Servicing Packages

Checking Package Manifests and Catalogs

Checking Package Watchlist

Checking Component Watchlist

Checking Packages

Checking Component Store
(f) CSI Payload File Missing 0x00000000 Microsoft.JScript.Resources.dll msil_microsoft.jscript.resources_b03f5f7f11d50a3a_6.0.6002.22934_fr-fr_534591e77e2b33ac
(fix) CSI Payload File Missing CSI File Replaced File: Microsoft.JScript.Resources.dll From: C:\Windows\winsxs\msil_microsoft.jscript.resources_b03f5f7f11d50a3a_6.0.6002.18005_fr-fr_6a10222164869eba\Microsoft.JScript.Resources.dll
(f) CSI Payload File Missing 0x00000000 mscorlib.Resources.dll msil_mscorlib.resources_b77a5c561934e089_6.0.6002.22934_fr-fr_a8b33eebf102584a
(fix) CSI Payload File Missing CSI File Replaced File: mscorlib.Resources.dll From: C:\Windows\winsxs\msil_mscorlib.resources_b77a5c561934e089_6.0.6002.18005_fr-fr_bf7dcf25d75dc358\mscorlib.Resources.dll
(f) CSI Payload File Missing 0x00000000 system.Resources.dll msil_system.resources_b77a5c561934e089_6.0.6002.22934_fr-fr_a98699f4127402b2
(fix) CSI Payload File Missing CSI File Replaced File: system.Resources.dll From: C:\Windows\winsxs\msil_system.resources_b77a5c561934e089_6.0.6002.18005_fr-fr_c0512a2df8cf6dc0\system.Resources.dll
(f) CSI Payload File Missing 0x00000000 mscorlib.Resources.dll msil_mscorlib.resources_b77a5c561934e089_6.0.6002.18690_fr-fr_bf8742cfd7552928
(fix) CSI Payload File Missing CSI File Replaced File: mscorlib.Resources.dll From: C:\Windows\winsxs\msil_mscorlib.resources_b77a5c561934e089_6.0.6002.18005_fr-fr_bf7dcf25d75dc358\mscorlib.Resources.dll
(f) CSI Payload File Missing 0x00000000 system.Resources.dll msil_system.resources_b77a5c561934e089_6.0.6002.18690_fr-fr_c05a9dd7f8c6d390
(fix) CSI Payload File Missing CSI File Replaced File: system.Resources.dll From: C:\Windows\winsxs\msil_system.resources_b77a5c561934e089_6.0.6002.18005_fr-fr_c0512a2df8cf6dc0\system.Resources.dll
(f) CSI Payload File Missing 0x00000000 Microsoft.JScript.Resources.dll msil_microsoft.jscript.resources_b03f5f7f11d50a3a_6.0.6002.18690_fr-fr_6a1995cb647e048a
(fix) CSI Payload File Missing CSI File Replaced File: Microsoft.JScript.Resources.dll From: C:\Windows\winsxs\msil_microsoft.jscript.resources_b03f5f7f11d50a3a_6.0.6002.18005_fr-fr_6a10222164869eba\Microsoft.JScript.Resources.dll
(f) CSI Payload File Missing 0x00000000 tzupd.exe x86_microsoft-windows-i..rnational-timezones_31bf3856ad364e35_6.0.6002.18698_none_16d48c7806fa1297
(fix) CSI Payload File Missing CSI File Replaced File: tzupd.exe From: C:\Windows\winsxs\x86_microsoft-windows-i..rnational-timezones_31bf3856ad364e35_6.0.6002.18192_none_16ce813e06ff88ca\tzupd.exe

Summary:
Seconds executed: 3461
Found 7 errors
Fixed 7 errors
  CSI Payload File Missing Total count: 7
  Fixed: CSI Payload File Missing.  Total count: 7

Checking CoreOS key for repairing corruptions.
Winner version: 6.0.6002.18971.
Processor architecture: x86.
Check key to be repaired: wcm://Microsoft-Windows-CoreOS?version=6.0.6002.18971&language=neutral&processorArchitecture=x86&publicKeyToken=31bf3856ad364e35&versionScope=nonSxS&scope=allUsers\metadata\elements\ComputerName
Recreated value: @_type.
Recreated value: @dataOnly.
Recreated value: @default.
Recreated value: @description.
Recreated value: @displayName.
Recreated value: @handler.
Recreated value: @legacyName.
Recreated value: @legacyType.
Recreated value: @migrate.
Recreated value: @scope.
Recreated value: @xsd:type.

=================================
Checking System Update Readiness.
Binary Version 6.0.6002.23186
Package Version 25.0
2015-03-18 20:29

Checking Windows Servicing Packages

Checking Package Manifests and Catalogs

Checking Package Watchlist

Checking Component Watchlist

Checking Packages

Checking Component Store

Summary:
Seconds executed: 2602
No errors detected

Checking CoreOS key for repairing corruptions.
Winner version: 6.0.6002.18971.
Processor architecture: x86.
Check key to be repaired: wcm://Microsoft-Windows-CoreOS?version=6.0.6002.18971&language=neutral&processorArchitecture=x86&publicKeyToken=31bf3856ad364e35&versionScope=nonSxS&scope=allUsers\metadata\elements\ComputerName
Recreated value: @_type.
Recreated value: @dataOnly.
Recreated value: @default.
Recreated value: @description.
Recreated value: @displayName.
Recreated value: @handler.
Recreated value: @legacyName.
Recreated value: @legacyType.
Recreated value: @migrate.
Recreated value: @scope.
Recreated value: @xsd:type.


Edited by ginnyjoe, 27 March 2015 - 05:50 PM.

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#53
DanoNH

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Hi ginnyjoe,
 
Here are a couple more tools we can try.  There appears to be some registry corruption on your system that Windows AIO Repair may be able to fix. :)
 
 
First
Run the Norton NoScript Tool:

NOTE: In the instructions below, we are hoping that you are prompted to ENABLE WSH.  If it says it's already Enabled, please DO NOT Disable WSH!
[list]

  • Download Noscript.exe to your Desktop.
  • Right-click the Noscript.exe icon, and select "Run as administrator".  (If you don't see this in the menu, hold down the SHIFT key while right-clicking.)
  • The Norton Script Disabler/Enabler appears:
    • If the WSH is currently enabled on the system, you will be prompted as to whether you want to disable it. If it's already Enabled, just click Cancel..
    • If the WSH is currently disabled on the system, you will be prompted as to whether you want to enable it. To do so, click Enable, and then click OK.

Second
Run Windows Repair (All In One)
 

  • Please download Windows Repair All-In-One Portable by Tweaking.com to your Desktop.
  • Extract the downloaded zip file to your Desktop by right-clicking on the file and selecting Extract...
  • Open My Computer, and browse to your Desktop.  Find the folder where Windows Repair was extracted (Tweaking dot.com - Windows Repair), and double-click the Repair_Windows.exe file to run the program.
  • When the program opens, select the Step 5: Backup tab, then click the Backup button under "1. Registry Backup" and the Create button under "2. System Restore":
    backup_zps9blpxusb.png
     
  • Now, select the Repairs tab, then click on the "Open Repairs" button:
    repairs_zpscvq674py.png
     
  • Agree to the Create a System Restore Point prompt if asked and wait for a bit for it to continue.  Agree to any User Account Control prompts.
  • In the list that it presents put a check (tick) in the following as follows:
    • Reset Registry Permissions
    • Reset File Permissions
    • Register System Files
    • Repair WMI
    • Remove Policies Set by Infections
    • Remove Temp Files
    • Unhide Non System Files
    • Repair Windows Updates
    • Restore Important Windows Services
    • Set Windows Services to Default Startup

      NOTE: The below image is only for a reference.

       repair_selections2_zpsf8t0tzwz.png
  • Also put a check in the Restart/Shutdown System When Finished (lower right) box and in Restart System
  • Then click on the Start Repairs button if it doesn't do it automatically
  • If it asks you to back up your system click Yes and continue
  • After the program is finished, please open the /logs folder in the same folder as you ran the program from and copy/paste the contents of the Windows Repair log into your next reply.
  • The computer should reboot automatically.

Finally
In your response:

  • Please let me know if you were prompted to ENABLE WSH in the first step, or if it was already enabled.
  • Please copy&paste the Windows AIO Repair log contents, and
  • Please also tell me how the computer is running.

:)


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#54
DanoNH

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Oh, and of course, try Windows Update and see if it will work now. ;)


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#55
ginnyjoe

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Wsh was enabled. 

Tweaking.com - Windows Repair v3.1.0
--------------------------------------------------------------------------------

System Variables
--------------------------------------------------------------------------------
OS: Windows Vista ™ Home Premium
OS Architecture: 32-bit
OS Version: 6.0.6002
OS Service Pack: Service Pack 2
Computer Name: DIANE-PC
Windows Drive: C:\
Windows Path: C:\Windows
Program Files: C:\Program Files
Current Profile: C:\Users\Diane
Current Profile SID: S-1-5-21-1274701103-3661093621-3273732352-1000
Current Profile Classes: S-1-5-21-1274701103-3661093621-3273732352-1000_Classes
Profiles Location: C:\Users
Profiles Location 2: C:\Windows\ServiceProfiles
Local Settings AppData: C:\Users\Diane\AppData\Local
--------------------------------------------------------------------------------

System Information
--------------------------------------------------------------------------------
System Up Time: 0 Days 00:18:00

Process Count: 91
Commit Total: 1.39 GB
Commit Limit: 6.10 GB
Commit Peak: 1.72 GB
Handle Count: 22462
Kernel Total: 185.48 MB
Kernel Paged: 134.89 MB
Kernel Non Paged: 50.59 MB
System Cache: 1.88 GB
Thread Count: 998
--------------------------------------------------------------------------------

Memory Before Cleaning with CleanMem
--------------------------------------------------------------------------------
Memory Total: 2.94 GB
Memory Used: 1.20 GB(41.0378%)
Memory Avail.: 1.73 GB
--------------------------------------------------------------------------------

Cleaning Memory Before Starting Repairs...

Memory After Cleaning with CleanMem
--------------------------------------------------------------------------------
Memory Total: 2.94 GB
Memory Used: 936.89 MB(31.1654%)
Memory Avail.: 2.02 GB
--------------------------------------------------------------------------------

Starting Repairs...
   Started at (29/03/2015 9:32:22 AM)

Setting Any Missing 'InstallDate' From Uninstall Sections Before Running Repair...
Total Missing 'InstallDate' Fixed: 152

01 - Reset Registry Permissions 01/03
   HKEY_CURRENT_USER & Sub Keys
   Start (29/03/2015 9:32:29 AM)

   Running Repair Under Current User Account
   Done (29/03/2015 9:32:55 AM)

01 - Reset Registry Permissions 02/03
   HKEY_LOCAL_MACHINE & Sub Keys
   Start (29/03/2015 9:32:55 AM)

   Running Repair Under System Account
   Done (29/03/2015 9:46:28 AM)

01 - Reset Registry Permissions 03/03
   HKEY_CLASSES_ROOT & Sub Keys
   Start (29/03/2015 9:46:28 AM)

   Running Repair Under System Account
   Done (29/03/2015 9:49:23 AM)

02 - Reset File Permissions: C:
   C: & Sub Folders
   Start (29/03/2015 9:49:23 AM)

   Trying To Run Repair As Trusted Installer.
   This Repair Is Hidden By Windows Itself.
   You Can See The Repair Working In The Task Manager.
   Running Repair As Trusted Installer
   Done (29/03/2015 10:06:34 AM)

02 - Reset File Permissions: D:
   D: & Sub Folders
   Start (29/03/2015 10:06:34 AM)

   Trying To Run Repair As Trusted Installer.
   This Repair Is Hidden By Windows Itself.
   You Can See The Repair Working In The Task Manager.
   Running Repair As Trusted Installer
   Done (29/03/2015 10:06:38 AM)

02 - Reset File Permissions: All Profiles
   C:\Users & Sub Folders
   Start (29/03/2015 10:06:38 AM)

   Running Repair Under System Account
   Done (29/03/2015 10:07:46 AM)

02 - Reset File Permissions: Current Profile
   C:\Users\Diane & Sub Folders
   Start (29/03/2015 10:07:46 AM)

   Running Repair Under System Account
   Done (29/03/2015 10:08:55 AM)

02 - Reset File Permissions: Cleanup
   Repairing Restricted Folders Permissions To Avoid Infinite Loops
   Start (29/03/2015 10:08:55 AM)

   Running Repair Under Current User Account
   Running Repair Under System Account
   Done (29/03/2015 10:09:00 AM)

03 - Reset Service Permissions
   Start (29/03/2015 10:09:00 AM)

   Running Repair Under Current User Account
   Running Repair Under System Account
   Done (29/03/2015 10:10:08 AM)

04 - Register System Files
   Start (29/03/2015 10:10:08 AM)
   Running Repair Under Current User Account
   Running Repair Under System Account
   Done (29/03/2015 10:10:48 AM)

05 - Repair WMI
   Start (29/03/2015 10:10:48 AM)

   Starting Security Center So We Can Export The Security Info.

   Exporting Antivirus Info...
   AVG AntiVirus Free Edition 2014 Exported.

   Exporting AntiSpyware Info...
   Windows Defender Exported.
   AVG AntiVirus Free Edition 2014 Exported.

   Exporting 3rd Party Firewall Info...
   No Firewall Products Reported.

   Running Repair Under Current User Account
   Done (29/03/2015 10:15:43 AM)

10 - Remove Policies Set By Infections
   Start (29/03/2015 10:15:43 AM)
   Running Repair Under Current User Account
   Running Repair Under System Account
   Done (29/03/2015 10:17:38 AM)

14 - Remove Temp Files
   Start (29/03/2015 10:17:38 AM)
   Running Repair Under System Account
   Done (29/03/2015 10:17:40 AM)

16 - Unhide Non System Files
   Start (29/03/2015 10:17:40 AM)
   C:\ - Total Files Unhidden: 196 - Check Unhidden_Files.txt for list of files unhidden
   D:\ - Total Files Unhidden: 0 - Check Unhidden_Files.txt for list of files unhidden
   Done (29/03/2015 10:18:02 AM)

17 - Repair Windows Updates
   Start (29/03/2015 10:18:02 AM)
   Running Repair Under Current User Account
   Running Repair Under System Account
   Setting Windows Updates Files That Are In Use To Be Removed At Next Boot.
   Done (29/03/2015 10:18:40 AM)

26 - Restore Important Windows Services
   Start (29/03/2015 10:18:40 AM)
   Running Repair Under Current User Account
   Running Repair Under System Account
   Done (29/03/2015 10:18:50 AM)

27 - Set Windows Services To Default Startup
   Start (29/03/2015 10:18:50 AM)
   Running Repair Under Current User Account
   Running Repair Under System Account
   Done (29/03/2015 10:19:02 AM)

Cleaning up empty logs...

All Selected Repairs Done.
   Done at (29/03/2015 10:19:02 AM)
   Total Repair Time: 00:46:42

...YOU MUST RESTART YOUR SYSTEM...

 And windows update is now working. 

Thank you so much, there is no way I could have done this without you.

There are other files in that log also and if you would like them I will copy it for you. Again thank you.

 

ginnyjoe


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#56
DanoNH

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AWESOME!  Thanks for staying with this.  Troubleshooting Windows Update issues unfortunately involves the process of elimination for MANY potential causes.

 

You have done a great job so far!  Hang tight, though, we have a few more steps before wrapping everything up... :D


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#57
DanoNH

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Hello ginnyjoe,
 
I am really happy we got your Windows Updates working again!  Now it's time to run one more scan to get a second opinion of your system:
 
 
Please run a free online scan with the ESET Online Scanner:

IMPORTANT: You MUST use Internet Explorer and also disable your Anti-Virus scanner for this step!

  • Visit the ESET Online Scanner Web Page
     
  • Select the blue Run ESET Online Scanner button:
    ESET1_zps23a5e840.png
     
  • Tick the box next to YES, I accept the Terms of Use and click Start
    ESET_EULA2_zps9451f1c3.png
     
  • When asked, allow the ActiveX control to install.
     
  • Select Enable detection of potentially unwanted applications and select Advanced Settings:
    ESET2_zpsc701c045.png
     
  • Make sure to check the option Enable Anti-Stealth technology and click Start.  (This scan can take several hours, so please be patient.)
     
  • Allow the program to update:
    ESETupdate_zps36feabec.png
     
  • Once the scan is completed, select List of found threats:
    ESET5_zpsd27be299.png
     
  • Select Export to text file... and save the file as ESETlog.txt on your Desktop:
    ESET6_zpsc17d154e.png
     
  • Click the Back button.
     
  • IMPORTANT: Do NOT select either of the Uninstall application on close or Delete quarantined files checkboxes!

    Click the Finish button:
  • ESET9_zps51587217.png
     
  • Use Notepad to open the saved log file (on your Desktop- ESET.txt)
     
  • Copy and paste that log as a reply to this topic.

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#58
ginnyjoe

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When I open the IE it freezes and I have to hard boot the computer. I tried to use it three times so I don't know what to do now.


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#59
DanoNH

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We'll get that taken care of.  Is this something new, or was this happening before? 

 

First

Make sure you have the latest Windows Updates

Run Windows Update to correct problems by replacing out-of-date files, updating drivers, and fixing vulnerabilities.
  1. Click the Start button, and enter Update in the search box.

  2. Click Check for updates in the list of results.

  3. Install the latest updates offered for your system.

  4. Note: You might be prompted to reboot after installing some updates, and further updates could be offered afterwards.

 

Second

Try to start Internet Explorer without add-ons

Add-ons are apps that Internet Explorer uses to interact with web content like videos and games. Incompatible or out-of-date add-ons might cause Internet Explorer to run slowly, crash, or prevent sites from displaying correctly. Before you turn off all add-ons, try starting Internet Explorer without add-ons to see if the problem goes away.

  1. Click the Start button, and enter Internet Explorer in the search box.

  2. Click Internet Explorer (No Add-ons) in the list of results

  3. Does Internet Explorer open without Add-ons?

 

Let me know the results of these steps please.  :)

 


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#60
ginnyjoe

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IE is now working fine.

Here is the log.

 

C:\FRST\Quarantine\C\Users\Diane\AppData\Local\Google\Chrome\User Data\Default\Extensions\iehjklkgijkjfcfmmjmjlmcccholamaf\10.31.4.510_0\APISupport\APISupport.dll a variant of Win32/Conduit.SearchProtect.P potentially unwanted application deleted - quarantined
C:\FRST\Quarantine\C\Users\Diane\AppData\Local\Google\Chrome\User Data\Default\Extensions\iehjklkgijkjfcfmmjmjlmcccholamaf\10.31.4.510_0\nativeMessaging\TBMessagingHost.exe a variant of Win32/Toolbar.Conduit.AH potentially unwanted application deleted - quarantined
C:\FRST\Quarantine\C\Users\Diane\AppData\Local\Google\Chrome\User Data\Default\Extensions\iehjklkgijkjfcfmmjmjlmcccholamaf\10.31.4.510_0\plugins\ChromeApiPlugin.dll a variant of Win32/Conduit.SearchProtect.N potentially unwanted application deleted - quarantined
C:\Users\Diane\Downloads\invicta fc Full.exe a variant of Win32/Adware.MultiPlug.FU application cleaned by deleting - quarantined


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