joed
New Helpee
Posts: 16
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Post by joed on Sept 14, 2014 14:15:04 GMT -8
Please help. This morning computer stopped updating Windows (ERROR: 80200053) & Norton 360 Premium Edition (ERROR: 8920, 204). I went to an earlier Forum (2011) looking for "Quads" and found this site. I tried the Kapersky rootkit removal tool but system will not let it run, even with renaming. Computer seems fine otherwise, except as I was typing this, Windows Explorer restarted and Outlook is quirky with email (I had to use it to register on this site) - it seemed slow then did not respond for about 2 minutes. Now seems to be fine.
Thanks, Joe
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Sept 14, 2014 14:38:32 GMT -8
Do Not use advanced tools or any tools used on this board without supervision.
Malware removal can be difficult over a forum as it is, without a user doing their own actions, the tools used are more advanced and thus have added danger that comes with that. This board is protected so that only Malware removers, Admin and Mods can reply to a users thread but all members can create a thread asking for removal of Infection(s)
Make changes to your computer only when the Malware Expert specifically states it. The Malware Experts request specific steps to be followed, as some malware removal requires multiple steps and evaluations along the way. When you take other advice or make other changes, this often negates the work done by the expert, and can sometimes result in an inoperable system. This also includes any tools or steps other than those the from the Malware Expert. We need to be certain about the state of your system to see what actually is going on, and what is required to fix the system while not harming the rest of the system. Most often, well-intentioned independent efforts can make things much worse. The malware remediation tools are more advanced than othe tools, and can often create bigger problems when used without expert guidance.
Follow all the directions in order, and to the end. Please perform all steps in the order they are listed in each set of instructions. As you might imagine, some steps are a bit complicated. If things are not clear, be sure to stop and let the Malware Expert know the problem. We don't mind clarifying a situation, as others might have the same question. If a tool does not run as expected, don't force it. Stop the steps, and update the forum topic with the current situation. It is better stop and let us know, than to force a tool to run and cause bigger problems. Also, when your computer is clean and we are finished, the Expert will tell you we are finished. Malware removal is a process that requires verification, and we want to be sure your system is completely clean before we're done.
When describing your problem, provide as much information as possible, as soon as possible. Explain as best you can what happens with your computer, e.g. it beeps three times, black screen with cursor then goes no further, system gets stuck at the Windows startup logo, etc. This helps the expert to understand what is happening to the system and what may be wrong. If your computer cannot start up successfully please provide details about your installed Windows Operating System, including the Version, Edition and if it is a 32bit or a 64bit system. (e.g. Windows Vista Home Premium 32-bit)
When the user follow instructions and things still go a little haywire, and it does happen, it is up to us to sort the extra problem out.
Take longer to read if your language is not English, so that hopefully it is understood.
Reply stating you have read the post fully.
I also if it is busy (have a lot of systems at once to deal with) like being in a supermarket checkout line, waiting their turn, I use the forum like a checkout line.
Quads
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joed
New Helpee
Posts: 16
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Post by joed on Sept 14, 2014 15:15:33 GMT -8
I have read the post - TWICE! I understand you are the guru of this problem. Thanks for signing on!
Joe
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joed
New Helpee
Posts: 16
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Post by joed on Sept 14, 2014 15:19:30 GMT -8
Interesting enough, my wife and I share this computer - both with Administrator Privileges - and I went to her side. I received a message that Norton Live Update is now updated when I tried it on her side! I went to my side and now get the same updated message for Norton. However, cannot update Windows - same ERROR code.
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Sept 14, 2014 15:20:42 GMT -8
What is your Windows version and if 32 bit or 64 bit??
The thread you may have been reading is back in the year 2011 and new tools like FRST have been made, In saying that whatever is causing the problem can affect these tools also and so being able to get something to run and be able to track down the problem can take some time when programs or tools won't run.
Added since double message "Make changes to your computer only when the Malware Expert specifically states it."
Quads
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joed
New Helpee
Posts: 16
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Post by joed on Sept 14, 2014 15:23:52 GMT -8
Sorry, I am on a 5-year-old Gateway, Windows 7 Home Premium, SP-1 64-bit system (that was a free update from the Vista it was loaded with when I bought the computer).
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joed
New Helpee
Posts: 16
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Post by joed on Sept 14, 2014 15:27:54 GMT -8
I just read the post you helped someone with in June.
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Sept 14, 2014 15:34:52 GMT -8
We will try in Normal Mode first Read Slowly and all of it.Please download www.bleepingcomputer.com/download/farbar-recovery-scan-tool/ You need to download the 64 bit version.Place FRST64.exe onto your desktop from where ever it downloaded to. Start FRST64 that is on your DesktopThe tool will start to run.When the tool opens click Yes to disclaimer. (if it does) Press Scan button. It will make a logs ( FRST.txt and addition.txt) on your Desktop Please attach the log in your reply back. Or open the logs in notepad and copy the logs and paste back in a message as a reply. Quads
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joed
New Helpee
Posts: 16
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Post by joed on Sept 14, 2014 16:52:35 GMT -8
I can download the FRST.exe to the Desktop but cannot run it "Not a Valid Win32 Program." I even tried the 32 bit program without luck. Norton gives me a warning box that the program is only two weeks old and questions trusting it. I just tried to update Malwarebytes Premium a little while ago and now that will not update either. Sorry it took so long to get back - called to dinner.
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Quads
Malware Removalists
In New Zealand
Posts: 9,387
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Post by Quads on Sept 14, 2014 17:50:05 GMT -8
Do you have another system to be able to download programs or files as it sounds like the FRST64.exe is not downloading correctly or fully so that the file is corrupt or incomplete causing the "Not a Valid Win32 Program" error
Our tools get updated all the time, even more than once a week so that is why Norton sees it as a new version.
Quads
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