Solved: Multiple Simultaneous Problems

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RCSim

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Joined
Jan 20, 2011
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10
I'm experiencing a number of problems with Windows7 and Internet Explorer 8 which seem to have arisen more or less simultaneously. Perhaps I've just caused some of them while trying to fix the others? I haven't actually been able to fix any of them, so I'd be very grateful for some help.

The problems, in the order I became aware of them are:

1. Internet Explorer freezes when attempting open webpages using Flash. I uninstalled Flash Player and the problem ceased only to return after reinstallation of Flash Player.

2. I'm unable to download and install some software, specifically Chrome, Firefox and CCleaner. The installers seem to run but then nothing happens.

3. When I start Internet Explorer I get two error messages: "ButtonMonitor has stopped working" and a second informing me that a program on my computer corrupted my choice of Google as my default search engine.

4. My first attempt to run System Restore failed. My attempts using earlier restore points were declared successes by Windows but my desktop background had gone black and Windows Media Center wouldn't run. I'm using Norton Internet Security 2010, which I gather could be part of the problem.

I'm stumped, and all advice will be most gratefull received.

Thanks, Ray Sim
 
Joined
Dec 30, 2010
Messages
255
I had Norton on an old XP machine and though my problems weren't quite the same, they always seemed to coalesce at the same time. I would try downloading Microsoft Security Essentials (http://www.microsoft.com/security_essentials/) and uninstall Norton and see if that will change the performance. You might also want to try to do a Windows Update and see if there are any positive results. It is confusing, however, that your intial system restore didn't work.

-- Ryan
Windows Outreach Team
 

RCSim

Thread Starter
Joined
Jan 20, 2011
Messages
10
Thanks for your help.

Would something like Safe Mode allow me to run without Norton to see if there's a difference? I'm trying to change as few things as I can with each experiment I do.

Thanks again

Ray
 

RCSim

Thread Starter
Joined
Jan 20, 2011
Messages
10
Thanks for your help Phantom.

I was just about to try Safe Mode when it occurred to me to log on using my wife's account (I'm the administrator). I found Internet Explorer handling Flash as usual, Windows Media Center works and I was able to install Chrome for her account.

I'm more perplexed now than ever. Is this a good sign or a bad one?

Ray
 

Phantom010

Trusted Advisor
Joined
Mar 9, 2009
Messages
34,796
It can vary from one account to another. One can be corrupt and the other not.
 

RCSim

Thread Starter
Joined
Jan 20, 2011
Messages
10
In Safe Mode Internet Explorer seems to operate normally, as does Windows Media Center.

Thanks again, Ray
 

Phantom010

Trusted Advisor
Joined
Mar 9, 2009
Messages
34,796
Please click HERE to download and install HijackThis.

Run it and select Do a system scan and save a logfile from the Main Menu.

The log will be saved in Notepad. Copy and paste the log in your next post.

IMPORTANT: Do not fix anything

If possible, run the program in Normal Mode.
 

RCSim

Thread Starter
Joined
Jan 20, 2011
Messages
10
I couldn't get Hijack this to download or to work in normal mode, so this is from Safe mode.

Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 6:39:29 PM, on 1/20/2011
Platform: Unknown Windows (WinNT 6.01.3504)
MSIE: Internet Explorer v8.00 (8.00.7600.16700)
Boot mode: Safe mode with network support
Running processes:
C:\Program Files (x86)\Internet Explorer\iexplore.exe
C:\Program Files (x86)\Internet Explorer\iexplore.exe
C:\Program Files (x86)\Internet Explorer\iexplore.exe
C:\Program Files\Trend Micro\HijackThis\HijackThis.exe
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://homepage.gateway.com/rdr.aspx?b=ACGW&l=0409&m=sx2840&r=173604104207p0438v185k4531r238
R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Start Page = http://homepage.gateway.com/rdr.aspx?b=ACGW&l=0409&m=sx2840&r=173604104207p0438v185k4531r238
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://homepage.gateway.com/rdr.aspx?b=ACGW&l=0409&m=sx2840&r=173604104207p0438v185k4531r238
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Search_URL = http://go.microsoft.com/fwlink/?LinkId=54896
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Page = http://go.microsoft.com/fwlink/?LinkId=54896
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Start Page = http://homepage.gateway.com/rdr.aspx?b=ACGW&l=0409&m=sx2840&r=173604104207p0438v185k4531r238
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,SearchAssistant =
R0 - HKLM\Software\Microsoft\Internet Explorer\Search,CustomizeSearch =
R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Local Page = C:\Windows\SysWOW64\blank.htm
R1 - HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings,ProxyOverride = *.local
R0 - HKCU\Software\Microsoft\Internet Explorer\Toolbar,LinksFolderName =
F2 - REG:system.ini: UserInit=userinit.exe
O2 - BHO: AcroIEHelperStub - {18DF081C-E8AD-4283-A596-FA578C2EBDC3} - C:\Program Files (x86)\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelperShim.dll
O2 - BHO: Symantec NCO BHO - {602ADB0E-4AFF-4217-8AA1-95DAC4DFA408} - C:\Program Files (x86)\Norton Internet Security\Engine\18.5.0.125\coIEPlg.dll
O2 - BHO: Symantec Intrusion Prevention - {6D53EC84-6AAE-4787-AEEE-F4628F01010C} - C:\Program Files (x86)\Norton Internet Security\Engine\18.5.0.125\IPS\IPSBHO.DLL
O2 - BHO: Windows Live ID Sign-in Helper - {9030D464-4C02-4ABF-8ECC-5164760863C6} - C:\Program Files (x86)\Common Files\Microsoft Shared\Windows Live\WindowsLiveLogin.dll
O2 - BHO: Windows Live Messenger Companion Helper - {9FDDE16B-836F-4806-AB1F-1455CBEFF289} - C:\Program Files (x86)\Windows Live\Companion\companioncore.dll
O2 - BHO: Google Toolbar Helper - {AA58ED58-01DD-4d91-8333-CF10577473F7} - C:\Program Files (x86)\Google\Google Toolbar\GoogleToolbar_32.dll
O2 - BHO: Google Toolbar Notifier BHO - {AF69DE43-7D58-4638-B6FA-CE66B5AD205D} - C:\Program Files (x86)\Google\GoogleToolbarNotifier\5.6.5805.1910\swg.dll
O3 - Toolbar: (no name) - {CCC7A320-B3CA-4199-B1A6-9F516DD69829} - (no file)
O3 - Toolbar: Norton Toolbar - {7FEBEFE3-6B19-4349-98D2-FFB09D4B49CA} - C:\Program Files (x86)\Norton Internet Security\Engine\18.5.0.125\coIEPlg.dll
O3 - Toolbar: Google Toolbar - {2318C2B1-4965-11d4-9B18-009027A5CD4F} - C:\Program Files (x86)\Google\Google Toolbar\GoogleToolbar_32.dll
O4 - HKLM\..\Run: [BackupManagerTray] "C:\Program Files (x86)\NewTech Infosystems\Gateway MyBackup\BackupManagerTray.exe" -h -k
O4 - HKLM\..\Run: [Adobe Reader Speed Launcher] "C:\Program Files (x86)\Adobe\Reader 9.0\Reader\Reader_sl.exe"
O4 - HKLM\..\Run: [NortonOnlineBackupReminder] "C:\Program Files (x86)\Symantec\Norton Online Backup\Activation\NobuActivation.exe" UNATTENDED
O4 - HKLM\..\Run: [Gateway Photo Frame] C:\Program Files (x86)\Gateway Photo Frame\ButtonMonitor.exe -A
O4 - HKLM\..\Run: [iTunesHelper] "C:\Program Files (x86)\iTunes\iTunesHelper.exe"
O4 - HKLM\..\Run: [Adobe ARM] "C:\Program Files (x86)\Common Files\Adobe\ARM\1.0\AdobeARM.exe"
O4 - HKLM\..\Run: [QuickTime Task] "C:\Program Files (x86)\QuickTime\QTTask.exe" -atboottime
O4 - HKLM\..\Run: [DivXUpdate] "C:\Program Files (x86)\DivX\DivX Update\DivXUpdate.exe" /CHECKNOW
O4 - HKCU\..\Run: [swg] "C:\Program Files (x86)\Google\GoogleToolbarNotifier\GoogleToolbarNotifier.exe"
O4 - HKCU\..\Run: [Google Update] "C:\Users\Ray\AppData\Local\Google\Update\GoogleUpdate.exe" /c
O4 - HKUS\S-1-5-19\..\Run: [Sidebar] %ProgramFiles%\Windows Sidebar\Sidebar.exe /autoRun (User 'LOCAL SERVICE')
O4 - HKUS\S-1-5-19\..\RunOnce: [mctadmin] C:\Windows\System32\mctadmin.exe (User 'LOCAL SERVICE')
O4 - HKUS\S-1-5-20\..\Run: [Sidebar] %ProgramFiles%\Windows Sidebar\Sidebar.exe /autoRun (User 'NETWORK SERVICE')
O4 - HKUS\S-1-5-20\..\RunOnce: [mctadmin] C:\Windows\System32\mctadmin.exe (User 'NETWORK SERVICE')
O4 - Global Startup: Amazon Unbox.lnk = ?
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~2\MICROS~1\Office12\EXCEL.EXE/3000
O8 - Extra context menu item: Google Sidewiki... - res://C:\Program Files (x86)\Google\Google Toolbar\Component\GoogleToolbarDynamic_mui_en_96D6FF0C6D236BF8.dll/cmsidewiki.html
O9 - Extra button: @C:\Program Files (x86)\Windows Live\Companion\companionlang.dll,-600 - {0000036B-C524-4050-81A0-243669A86B9F} - C:\Program Files (x86)\Windows Live\Companion\companioncore.dll
O9 - Extra button: @C:\Program Files (x86)\Windows Live\Writer\WindowsLiveWriterShortcuts.dll,-1004 - {219C3416-8CB2-491a-A3C7-D9FCDDC9D600} - C:\Program Files (x86)\Windows Live\Writer\WriterBrowserExtension.dll
O9 - Extra 'Tools' menuitem: @C:\Program Files (x86)\Windows Live\Writer\WindowsLiveWriterShortcuts.dll,-1003 - {219C3416-8CB2-491a-A3C7-D9FCDDC9D600} - C:\Program Files (x86)\Windows Live\Writer\WriterBrowserExtension.dll
O9 - Extra button: Send to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\PROGRA~2\MICROS~1\Office12\ONBttnIE.dll
O9 - Extra 'Tools' menuitem: S&end to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\PROGRA~2\MICROS~1\Office12\ONBttnIE.dll
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~2\MICROS~1\Office12\REFIEBAR.DLL
O10 - Unknown file in Winsock LSP: c:\program files (x86)\common files\microsoft shared\windows live\wlidnsp.dll
O10 - Unknown file in Winsock LSP: c:\program files (x86)\common files\microsoft shared\windows live\wlidnsp.dll
O13 - Gopher Prefix:
O16 - DPF: {C345E174-3E87-4F41-A01C-B066A90A49B4} (WRC Class) - http://trial.trymicrosoftoffice.com/trialoaa/buymsoffice_assets/framework//microsoft/wrc32.ocx
O18 - Protocol: wlpg - {E43EF6CD-A37A-4A9B-9E6F-83F89B8E6324} - C:\Program Files (x86)\Windows Live\Photo Gallery\AlbumDownloadProtocolHandler.dll
O23 - Service: Amazon Unbox Video Service (ADVService) - Amazon.com - C:\Program Files (x86)\Amazon\Amazon Unbox Video\ADVWindowsClientService.exe
O23 - Service: @%SystemRoot%\system32\Alg.exe,-112 (ALG) - Unknown owner - C:\Windows\System32\alg.exe (file missing)
O23 - Service: Apple Mobile Device - Apple Inc. - C:\Program Files (x86)\Common Files\Apple\Mobile Device Support\AppleMobileDeviceService.exe
O23 - Service: Bonjour Service - Apple Inc. - C:\Program Files (x86)\Bonjour\mDNSResponder.exe
O23 - Service: @%SystemRoot%\system32\efssvc.dll,-100 (EFS) - Unknown owner - C:\Windows\System32\lsass.exe (file missing)
O23 - Service: @%systemroot%\system32\fxsresm.dll,-118 (Fax) - Unknown owner - C:\Windows\system32\fxssvc.exe (file missing)
O23 - Service: GameConsoleService - WildTangent, Inc. - C:\Program Files (x86)\Gateway Games\Gateway Game Console\GameConsoleService.exe
O23 - Service: GRegService (Greg_Service) - Acer Incorporated - C:\Program Files (x86)\Gateway\Registration\GregHSRW.exe
O23 - Service: Google Update Service (gupdate) (gupdate) - Google Inc. - C:\Program Files (x86)\Google\Update\GoogleUpdate.exe
O23 - Service: Google Software Updater (gusvc) - Google - C:\Program Files (x86)\Google\Common\Google Updater\GoogleUpdaterService.exe
O23 - Service: Intel(R) Matrix Storage Event Monitor (IAANTMON) - Intel Corporation - C:\Program Files (x86)\Intel\Intel Matrix Storage Manager\IAANTMon.exe
O23 - Service: iPod Service - Apple Inc. - C:\Program Files\iPod\bin\iPodService.exe
O23 - Service: @keyiso.dll,-100 (KeyIso) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: Intel(R) Management and Security Application Local Management Service (LMS) - Intel Corporation - C:\Program Files (x86)\Intel\Intel(R) Management Engine Components\LMS\LMS.exe
O23 - Service: @comres.dll,-2797 (MSDTC) - Unknown owner - C:\Windows\System32\msdtc.exe (file missing)
O23 - Service: Nero BackItUp Scheduler 4.0 - Nero AG - C:\Program Files (x86)\Common Files\Nero\Nero BackItUp 4\NBService.exe
O23 - Service: @%SystemRoot%\System32\netlogon.dll,-102 (Netlogon) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: Norton Internet Security (NIS) - Symantec Corporation - C:\Program Files (x86)\Norton Internet Security\Engine\18.5.0.125\ccSvcHst.exe
O23 - Service: NTI IScheduleSvc - NewTech Infosystems, Inc. - C:\Program Files (x86)\NewTech Infosystems\Gateway MyBackup\IScheduleSvc.exe
O23 - Service: @%systemroot%\system32\psbase.dll,-300 (ProtectedStorage) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: @%systemroot%\system32\Locator.exe,-2 (RpcLocator) - Unknown owner - C:\Windows\system32\locator.exe (file missing)
O23 - Service: @%SystemRoot%\system32\samsrv.dll,-1 (SamSs) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\snmptrap.exe,-3 (SNMPTRAP) - Unknown owner - C:\Windows\System32\snmptrap.exe (file missing)
O23 - Service: @%systemroot%\system32\spoolsv.exe,-1 (Spooler) - Unknown owner - C:\Windows\System32\spoolsv.exe (file missing)
O23 - Service: @%SystemRoot%\system32\sppsvc.exe,-101 (sppsvc) - Unknown owner - C:\Windows\system32\sppsvc.exe (file missing)
O23 - Service: @%SystemRoot%\system32\ui0detect.exe,-101 (UI0Detect) - Unknown owner - C:\Windows\system32\UI0Detect.exe (file missing)
O23 - Service: Intel(R) Management & Security Application User Notification Service (UNS) - Intel Corporation - C:\Program Files (x86)\Intel\Intel(R) Management Engine Components\UNS\UNS.exe
O23 - Service: Updater Service - Acer - C:\Program Files\Gateway\Gateway Updater\UpdaterService.exe
O23 - Service: USBS3S4Detection - Unknown owner - C:\OEM\USBDECTION\USBS3S4Detection.exe
O23 - Service: @%SystemRoot%\system32\vaultsvc.dll,-1003 (VaultSvc) - Unknown owner - C:\Windows\system32\lsass.exe (file missing)
O23 - Service: @%SystemRoot%\system32\vds.exe,-100 (vds) - Unknown owner - C:\Windows\System32\vds.exe (file missing)
O23 - Service: @%systemroot%\system32\vssvc.exe,-102 (VSS) - Unknown owner - C:\Windows\system32\vssvc.exe (file missing)
O23 - Service: @%SystemRoot%\system32\Wat\WatUX.exe,-601 (WatAdminSvc) - Unknown owner - C:\Windows\system32\Wat\WatAdminSvc.exe (file missing)
O23 - Service: @%systemroot%\system32\wbengine.exe,-104 (wbengine) - Unknown owner - C:\Windows\system32\wbengine.exe (file missing)
O23 - Service: @%Systemroot%\system32\wbem\wmiapsrv.exe,-110 (wmiApSrv) - Unknown owner - C:\Windows\system32\wbem\WmiApSrv.exe (file missing)
O23 - Service: @%PROGRAMFILES%\Windows Media Player\wmpnetwk.exe,-101 (WMPNetworkSvc) - Unknown owner - C:\Program Files (x86)\Windows Media Player\wmpnetwk.exe (file missing)
--
End of file - 11546 bytes
 

Phantom010

Trusted Advisor
Joined
Mar 9, 2009
Messages
34,796
Your ButtonMonitor is related to the Gateway Photo Frame program on your computer. You might need to uninstall the software. If you really need it, try reinstalling it.

Given that your computer seems to behave normally in Safe Mode, it'll be a simple process of elimination until you can narrow down the culprit. A Clean Boot procedure might be appropriate for the task. Read both pages from my link.
 

RCSim

Thread Starter
Joined
Jan 20, 2011
Messages
10
I've been unable to launch the system configuration utility. I type "msconfig.exe" in the start/search box and hit "enter" and nothing happens. I'm in normal mode.

Thanks once more for the ongoing assistance Phantom.

Ray
 

Phantom010

Trusted Advisor
Joined
Mar 9, 2009
Messages
34,796
Try this fix: EXEFIX

Unzip the fix and extract the .REG file to the Desktop. Right-click the .REG file and choose Merge. Note that you need to be an Administrator to apply this fix.

Reboot the computer.

If the fix only opens as a text file, right-click it and select Open With > Choose Program... Then, select the Registry Editor.

If the Registry Editor is not in the list, browse to C:\WINDOWS and select regedit.
 

RCSim

Thread Starter
Joined
Jan 20, 2011
Messages
10
I have the file exe_fix_w7.reg on my desktop. When I right-click and select "Merge" I get the following error message: "Cannot import C:\Users\Ray\Desktop\exe_fix_w7.reg Not all data was successfully written to the registry. Some keys are open by the system or other processes."

I'm repeating myself I know, but I do appreciate the help Phantom. Is there a next step?

Ray
 

RCSim

Thread Starter
Joined
Jan 20, 2011
Messages
10
Hi Phantom, I'm afraid last night I may have been rude not to say goodnight, so to speak. I got sidetracked by some household stuff. If it was a breach of etiquette I apologize.

I restarted in Safe Mode right-clicked the .Reg file and clicked on "Merge". I got the same error message as in Normal Mode.

Ray
 
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