Problem running some programs - logs attached

Discussion in 'Malware Help - MG (A Specialist Will Reply)' started by kgm, Jun 20, 2010.

  1. kgm

    kgm Private E-2

    I am helping my Dad with some problems running some programs. The main repeatable problem that caused him to refer it to me is Adobe Reader will not open. Reader 9.?? does not open and shows the following message (screenshot attached):

    Adobe Reader (Red "X") "An internal error occurred."

    Dad thinks the problem started around the time Norton Security Suite was installed (from Comcast). Can't confirm this. Problem has been ongoing for at least 3 months. I have uninstalled and reinstalled Reader several times, even tried Reader 8.??, with and without Norton Security Suite installed.

    This same error appears at other times, when Adobe Reader has not been launched. It appears at every login to this account, probably the initial Adobe startup. Dad's is the main account, administrator rights. There is one other account on This PC, and this error does not appear when logged in to that account, and Reader launches successfully. Tried installing Adobe Reader using the 2nd account, and the results were the same. Error in Dad's account, OK in 2nd account.

    Ran all Malware programs as suggested, and 4 logs will be attached in next post. RootRepeal would not run successfully. Ran it 3 times. It listed several files, but each time I came back to a rebooted computer. One time said recovered from "blue screen". Did not actually witness the crashes. Appeared to be no logs saved.

    Note: I have the same PC (purchased at same time), and RootRepeal will not even get that far on mine. Freezes at "Initializing, please wait...".

    Thanks for any help!
     

    Attached Files:

    kgm, Jun 20, 2010
    #1
  2. kgm

    kgm Private E-2

    logs attached....
     

    Attached Files:

    kgm, Jun 20, 2010
    #2
  3. chaslang

    chaslang MajorGeeks Admin - Master Malware Expert Staff Member

    Welcome to Major Geeks!

    I'm sorry but this is not a malware problem or a topic for the Malware Forum. You should post questions about general software in the Software Forum. However the 1st thing, I would suggest is to uninstall Adobe Reader, reboot, and then reinstall.

    Since you are not having malware problems, it is time to do our final steps:
    1. We recommend you keep SUPERAntiSpyware and Malwarebytes Anti-Malware for scanning/removal of malware. Unless you purchase them, they provide no protection. They do not use any significant amount of resources ( except a little disk space ) until you run a scan.
    2. If we had you use ComboFix, uninstall ComboFix (This uninstall will only work as written if you installed ComboFix on your Desktop like we requested.)
      • Click START then RUN and enter the below into the run box and then click OK. Note the quotes are required
      • "%userprofile%\Desktop\combofix" /uninstall
        • Notes: The space between the combofix" and the /uninstall, it must be there.
        • This will uninstall ComboFix and also reset hidden files and folders settings back to Windows defaults.
    3. Go back to step 6 oof the READ ME and renable your Disk Emulation software with Defogger if you had disabled it.
    4. Any other miscellaneous tools we may have had you install or download can be uninstalled and deleted.
    6. If running Vista, it is time to make sure you have reenabled UAC by double clicking on the C:\MGtools\enableUAC.reg file and allowing it to be added to the registry.
    7. Go to add/remove programs and uninstall HijackThis.
    8. Goto the C:\MGtools folder and find the MGclean.bat file. Double click on this file to run this cleanup program that will remove files and folders
      related to MGtools and some other items from our cleaning procedures.
    10. After doing the above, you should work thru the below link:
     
    chaslang, Jun 20, 2010
    #3
  4. kgm

    kgm Private E-2

    Thanks for your reply and you may be correct. It just seemed that something strange was operating behind the scenes, preventing correct installation. I have uninstalled, rebooted, and reinstalled Adobe Reader several times with the same results, as I stated in my first post. I guess I'll need to look elsewhere.

    I am wondering, did you determine there is not a problem with malware by looking at the logs, and finding none there? If so, I appreciate your help, and that will allow me to continue looking elsewhere. Otherwise, I''m left wondering.

    I apologize for posting in the wrong forum, just couldn't find anything to indicate this was an "Adobe-only" problem. It appeared to involve something else. I should have started the post first and explained the problem, but I thought I was following the "Sticky: READ & RUN ME FIRST. Malware Removal Guide".

    Also, if my reply and question seem to be snippy, I don't mean it that way. I couldn't figure how to word it so it didn't sound that way. I really do applaud you for your willingness to help people that need it. I should have started the post first and explained the problem, but I thought I was following the "Sticky: READ & RUN ME FIRST. Malware Removal Guide".

    Thx
     
    kgm, Jun 21, 2010
    #4
  5. chaslang

    chaslang MajorGeeks Admin - Master Malware Expert Staff Member

    After uninstalling and rebooting, delete all related folders first. Then try a reinstall. Other than this suggestion, you need to work in the Software Forum. ;)

    Correct.


    Still would be best when having general problems with any software, to start by posting in the Software Forum. Most software specific problems like this have nothing to do with malware. While this is not a 100% always true assertion, it is more correct than always assuming it is malware that is the cause of a problem like this. Odds are more like 99% software problem, and 1% malware for an example like yours.

    If after beginning in the Software Forum, and someone feels that malware could be at play, they would send you to the Malware Forum. :)
     
    chaslang, Jun 21, 2010
    #5

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