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rlmenardjr

Service Unavailable!

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When I open Ad-Aware it a black bar is across the program, with the words "Service Unavailable!" and a spinning circle like it is trying to work.

 

Running Windows 7, Ad-Aware 11.8.586.8535

 

Help!

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When I open Ad-Aware it a black bar is across the program, with the words "Service Unavailable!" and a spinning circle like it is trying to work.

 

Running Windows 7, Ad-Aware 11.8.586.8535

 

Help!

Hi rlmenardjr,

 

Please, collect logs and other information by following the instructions in http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/to let Lavasoft investigate your problem.

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Issue with MSI, none in that folder.

Only ones I see on entire computer are related to Microsoft Office

 

Also. Malwarebytes discovered a program called "Malware Protection Live" I'm not familiar with.

 

And Malwarebytes cannot remove it (keeps reappearing after Reboot); it was uninstalled according to Windows uninstaller and CCleaner, but it still runs in my hidden icons folder on desktop toolbar.

 

 

* I also get a notice on reboot regarding an issue with BitDefender, whatever that is

Ad-Aware 11.zip

System Info.zip

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Issue with MSI, none in that folder.

Only ones I see on entire computer are related to Microsoft Office

 

Also. Malwarebytes discovered a program called "Malware Protection Live" I'm not familiar with.

 

And Malwarebytes cannot remove it (keeps reappearing after Reboot); it was uninstalled according to Windows uninstaller and CCleaner, but it still runs in my hidden icons folder on desktop toolbar.

 

 

* I also get a notice on reboot regarding an issue with BitDefender, whatever that is

 

Probably best to start with removing "Malware Protection Live" since it maybe blocks Ad-Aware service. Please, follow the instructions in the topic Read This Before You Post! and I will move your topic to the forum Help with Stubborn Infections.

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Please, use your admin account while cleaning the computer, otherwise the tools can't access all necessary files.

 

You have AVG AntiVirus installed. Did you install Ad-Aware in compatible mode?

Spybot - Search & Destroy and Ad-Aware doesn't work well together, you have to choose one of the products.

If you've a version (paid, trial) version of Malwarebytes Anti-Malware, It's important to disable it before installing Ad-Aware and then configure it according to Malwarebytes' instructions.

There are drivers of McAfee installed, please use their MCPR: http://service.mcafee.com/FAQDocument.aspx?id=TS101331

 

 

1. The computer is configured to use a proxy server and that can block Ad-Aware from contacting the servers of Lavasoft. Since it's probably due to adware/malware, I'll help you remove it.

 

Please, start Notepad.

Copy all text that is in the box:

CreateRestorePoint:
CloseProcesses:
RemoveProxy:
CMD: ipconfig /flushdns
ProxyEnable: [.DEFAULT] => Proxy is enabled.
ProxyServer: [.DEFAULT] => http=127.0.0.1:59575;https=127.0.0.1:59575
EmptyTemp:
Reboot:
and paste in Notepad. Check that no files have been split on two lines.
Save the file as fixlist.txt on the desktop.

Exit all programs.
Start FRST, please.
Click the Fix button.
Wait until the tool has finished.

It creates a log file, called Fixlog.txt, on the desktop.
Please, paste the content of that file in your reply.

 

 

2. Please, save AdwCleaner by Xplode on the desktop: https://toolslib.net/downloads/viewdownload/1-adwcleaner/

Turn off all programs, including browsers.
Double-click on AdwCleaner to start the program.

Click on the Scan button.
Wait until the search has finished.

Click on the Log file button.
A report will be displayed, copy its content and paste into your reply.
If the report isn't displayed, it's available as C:\AdwCleaner\AdwCleaner[R0].txt.

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I found the same thing today, black bar saying unavailable, on my Adaware desktop. Windows 8.1 was flashing an urgent message to call their support number saying my computer was infected with an Adaware spyware virus. It said Windows Defender had timed out and was unable to start. I suspect that Microsoft, in their latest updates, has defined Adaware as a virus. So now, it appears that both Defender and Adaware are disabled! Here's a screen shot of their message. It was accompanied by a voice message stressing that my computer was infected and unsafe to use for internet purchasing.

 

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I found the same thing today, black bar saying unavailable, on my Adaware desktop. Windows 8.1 was flashing an urgent message to call their support number saying my computer was infected with an Adaware spyware virus. It said Windows Defender had timed out and was unable to start. I suspect that Microsoft, in their latest updates, has defined Adaware as a virus. So now, it appears that both Defender and Adaware are disabled! Here's a screen shot of their message. It was accompanied by a voice message stressing that my computer was infected and unsafe to use for internet purchasing.

Hi pattymcgrath,

 

The message isn't from Microsoft, it's an ad for bad and expensive phone support. Microsoft/Windows doesn't display that kind of messages.

 

Please, see post #2.

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Please, use your admin account while cleaning the computer, otherwise the tools can't access all necessary files.

 

You have AVG AntiVirus installed. Did you install Ad-Aware in compatible mode?

Spybot - Search & Destroy and Ad-Aware doesn't work well together, you have to choose one of the products.

If you've a version (paid, trial) version of Malwarebytes Anti-Malware, It's important to disable it before installing Ad-Aware and then configure it according to Malwarebytes' instructions.

There are drivers of McAfee installed, please use their MCPR: http://service.mcafee.com/FAQDocument.aspx?id=TS101331

 

 

1. The computer is configured to use a proxy server and that can block Ad-Aware from contacting the servers of Lavasoft. Since it's probably due to adware/malware, I'll help you remove it.

 

Please, start Notepad.

Copy all text that is in the box:

CreateRestorePoint:
CloseProcesses:
RemoveProxy:
CMD: ipconfig /flushdns
ProxyEnable: [.DEFAULT] => Proxy is enabled.
ProxyServer: [.DEFAULT] => http=127.0.0.1:59575;https=127.0.0.1:59575
EmptyTemp:
Reboot:
and paste in Notepad. Check that no files have been split on two lines.

Save the file as fixlist.txt on the desktop.

 

Exit all programs.

Start FRST, please.

Click the Fix button.

Wait until the tool has finished.

 

It creates a log file, called Fixlog.txt, on the desktop.

Please, paste the content of that file in your reply.

 

 

2. Please, save AdwCleaner by Xplode on the desktop: https://toolslib.net/downloads/viewdownload/1-adwcleaner/

 

Turn off all programs, including browsers.

Double-click on AdwCleaner to start the program.

 

Click on the Scan button.

Wait until the search has finished.

 

Click on the Log file button.

A report will be displayed, copy its content and paste into your reply.

If the report isn't displayed, it's available as C:\AdwCleaner\AdwCleaner[R0].txt.

 

 

CeciliaB,

 

You have AVG AntiVirus installed. Did you install Ad-Aware in compatible mode?

yes

 

Spybot - Search & Destroy and Ad-Aware doesn't work well together, you have to choose one of the products.

I've gotten rid of Spybot

 

If you've a version (paid, trial) version of Malwarebytes Anti-Malware, It's important to disable it before installing Ad-Aware and then configure it according to Malwarebytes' instructions.

Malwarebytes (free version) was installed prior to Ad-Aware.

 

There are drivers of McAfee installed - McAfee was uninstalled a year ago.

 

I will be following your steps above, including uninstalling Spybot and Malwarebytes...along with AVG (free version).

I'm a little concerned about killing all these and then running the steps above and then having to wait for a response (seems like my computer will be vulnerable during the fixing session).

Is there a way you can email me when you are online and we can do this quickly together with less chance of someone getting in while we are fixing this?

 

thanks in advance

Robert

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Hi Robert,

 

1. You don't need to uninstall AVG when you installed Ad-Aware in compatible mode. You don't need to uninstall the free version of MBAM, but make sure it's the free version without real time protection and when scanning check that it isn't removing any Ad-Aware files.

 

2. Please, run MCPR to remove the left-overs of McAfee: http://service-home.mcafee.com/FAQDocument.aspx?id=TS101331

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Ran MCPR twice - attached

 

Uninstalled Spybot, SpywareBlaster, Malwarebytes, and AVG

- Spybot - haven't gotten a detection from Spybot in some time so I figured what I had was working to keep me clean

- SpywareBlaster - never knew if it was doing anything and figure Ad-Adware will do the trick

Regarding Malwarebytes and AVG, if possible I would like to have these (not running real time; maybe I run them manually once a month to make sure all is well). Is that possible? How do I know if I installed Ad-Aware in compatible mode?

 

Ran FRST - see attached

 

Ran AdwCleaner - see attached

 

I'm going to run a Full Scan with Ad-Adware and post the results when done.

 

 

mccleanup1.log

mccleanup2.log

Fixlog.txt

AdwCleanerS1.txt

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Malware Protection Live still present on task bar, but not found with scan though.

 

I tried to attach scan, but error message came up and said "you aren't permitted to upload this kind of file."

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Also, I had tried to use Spy Cleaner Gold to remove the issue 2 months ago.

 

The folder is still showing up in Start/All Programs even though I uninstalled it

 

thanks

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If you want to, you should really inform McAfee what MCPR is trying to do according to the logs:

 

PASS C:\Program Files\Common Files\AV\\AVG AntiVirus Free Edition\upgrade.exe removed successfully
PASS C:\Program Files\Common Files\AV\\AVG AntiVirus Free Edition\userdata.cab removed successfully

 

 

 

Regarding Malwarebytes and AVG, if possible I would like to have these (not running real time; maybe I run them manually once a month to make sure all is well). Is that possible?

The free version of MBAM isn't doing anything except when you start a scan.

AVG can't be installed or used in that way.

 

 

How do I know if I installed Ad-Aware in compatible mode?

Its realtime protection is off and has never been on.

 

 

I tried to attach scan, but error message came up and said "you aren't permitted to upload this kind of file."

Not all types of files are permitted. What you can do is to make a compressed folder (zip file) of the file you want to upload, and then upload the zip file instead.

 

1. Please, download the latest version AdwCleaner by Xplode to the desktop: https://toolslib.net/downloads/viewdownload/1-adwcleaner/

Turn off all programs, including browsers.
Double-click on AdwCleaner to start the program.
Click on the Scan button.
Wait until the search has finished.

Click on the Clean button.

Click on OK.
Click on OK on any message that pops up.
The computer will be restarted.

A report will be displayed, copy its content and paste into your reply.
If the report isn't displayed, it exist as C:\AdwCleaner\AdwCleaner[s0].txt

 

2. Please, download the latest version of Farbar Recovery Scan Tool (FRST) and save it on the desktop:
For 64 bits Windows: http://download.bleepingcomputer.com/farbar/FRST64.exe
For 32 bits Windows: http://download.bleepingcomputer.com/farbar/FRST.exe

Start the FRST program.

Read the disclaimer and click Yes to accept it.
Click Scan button.
When done, FRST will create two log files, called FRST.txt and Addition.txt, on the desktop.

Please, attach them to your reply (press More Reply Options button to see how to attach files).

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MCPR deleted two AVG files.

 

PASS C:\Program Files\Common Files\AV\\AVG AntiVirus Free Edition\upgrade.exe removed successfully
PASS C:\Program Files\Common Files\AV\\AVG AntiVirus Free Edition\userdata.cab removed successfully

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Well, at least AdwCleaner did its job, the only thing it finds now has to do with Ad-Aware.

 

1. Have you put group policy restrictions on the usage of Google Chrome or is it some adware that have done it?

In the later case, FRST can remove the restrictions.

 

 

2. Please, start Notepad.
Copy all text that is in the box:

CreateRestorePoint:
CloseProcesses:
HKLM-x32\...\Run: [AVG_UI] => "C:\Program Files (x86)\AVG\AVG2014\avgui.exe" /TRAYONLY
HKLM-x32\...\Run: [AvgUi] => "C:\Program Files (x86)\AVG\Framework\Common\avguix.exe" /fmw.trayonly
HKU\S-1-5-21-2914411812-2069011482-3937539398-1000\...\MountPoints2: {0ee009cb-a751-11e3-baa3-806e6f6e6963} - D:\start.exe
SearchScopes: HKU\.DEFAULT -> DefaultScope {E59038A0-01C4-4C39-9507-16B7C448EE6C} URL = hxxps://search.yahoo.com/search?fr=mcafee&type=B011US0D20140724&p={SearchTerms}
SearchScopes: HKU\.DEFAULT -> {E59038A0-01C4-4C39-9507-16B7C448EE6C} URL = hxxps://search.yahoo.com/search?fr=mcafee&type=B011US0D20140724&p={SearchTerms}
SearchScopes: HKU\S-1-5-21-2914411812-2069011482-3937539398-1000 -> DefaultScope {0633EE93-D776-472f-A0FF-E1416B8B2E3A} URL =
FF Plugin: @microsoft.com/GENUINE -> disabled [No File]
FF Plugin-x32: @hkeqso.plg/hkeqso -> c:\windows\syswow64\napyef\npFirefoxPlg.dll [No File]
FF Plugin-x32: @microsoft.com/GENUINE -> disabled [No File]
FF Plugin HKU\.DEFAULT: NDS.com/PlayerPlugin -> C:\Users\Robert\AppData\Local\NDS\PCShow\npPlayerPlugin.dll [No File]
FF HKLM-x32\...\Firefox\Extensions: [[email protected]] - c:\windows\syswow64\napyef
FF Extension: Mozilla Firefox Extension - c:\windows\syswow64\napyef [2015-11-05] [not signed]
S3 mfencbdc; C:\Windows\System32\DRIVERS\mfencbdc.sys [482600 2014-11-08] (McAfee, Inc.)
C:\Windows\System32\DRIVERS\mfencbdc.sys
2016-01-15 11:00 - 2014-03-10 21:24 - 00000354 _____ C:\Windows\Tasks\Spybot - Search & Destroy -  Scheduled Task.job
2016-01-15 10:00 - 2014-03-10 21:23 - 00000338 _____ C:\Windows\Tasks\Spybot - Search & Destroy Updater -  Scheduled Task.job
2014-03-08 20:53 - 2015-04-23 23:17 - 27045040 _____ (McAfee) C:\Program Files (x86)\Common Files\lpuninstall.exe
Task: {1F5D508D-C880-4252-B405-7204DA7AE714} - System32\Tasks\{78897E27-B0AF-46C8-AB30-468D30E2CA24} => pcalua.exe -a "C:\Users\RobertAdmin\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\R033VQCQ\APP_Quickset_W7_X01_A00_Setup-T51VD_ZPE.exe" -d C:\Users\RobertAdmin\Desktop
Task: {1FA3B0BD-807F-46C4-A275-24A4404D7DD5} - System32\Tasks\0215avUpdateInfo => C:\ProgramData\Avg_Update_0215av\0215av_AVG-Secure-Search-Update.exe [2015-02-17] ()
Task: {24799287-3C88-4BC2-8120-9290E1A6418F} - System32\Tasks\Spybot - Search & Destroy Updater -  Scheduled Task => C:\Program Files (x86)\Spybot - Search & Destroy\SDUpdate.exe
Task: {508781E5-05BF-4028-96F9-F81A6BE70A0A} - System32\Tasks\{811CA0A3-7A68-4CF4-B04C-5BC7FEB31EF2} => pcalua.exe -a "C:\Users\RobertAdmin\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\N1EKTE9S\LAN_Realtek_W8_X02_A00_Setup-22KC4_ZPE.exe" -d C:\Users\RobertAdmin\Desktop
Task: {6A659C26-7BAD-480F-BAD2-5A5E9190E5F4} - System32\Tasks\{B1F265CE-9B73-4687-AE41-7A0F49619602} => pcalua.exe -a "C:\Users\RobertAdmin\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\F40JK100\Card Reader_Realtek_W8_X01_A00_Setup-R08GX_ZPE.exe" -d C:\Users\RobertAdmin\Desktop
Task: {7CFCBE09-EEEC-43AE-89E8-9A89170719BF} - System32\Tasks\{14E4E940-BBF4-469E-ABFE-01DA7E9A2E00} => pcalua.exe -a "C:\Users\RobertAdmin\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\XXFY26V5\Touchpad_Synaptics_W74_X01_A00_Setup-6T09M_ZPE[1].exe" -d C:\Users\RobertAdmin\Desktop
Task: {7FD394DB-2E91-42C2-A679-B26A85045C1C} - System32\Tasks\{C0BE8D49-E563-452F-8A12-7839CC91275E} => pcalua.exe -a "C:\Users\RobertAdmin\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\X8VF7MHS\Card Reader_Realtek_W7_X01_A00_Setup-YDTM3_ZPE.exe" -d C:\Users\RobertAdmin\Desktop
Task: {A9D84AC2-FD9D-4668-9AD6-17A0948F6CB6} - System32\Tasks\{9DD2EE8C-FC25-4C23-82FE-23ADDC650059} => pcalua.exe -a "C:\Program Files (x86)\Spy Cleaner Gold\Spy Cleaner Gold.exe"
C:\Program Files (x86)\Spy Cleaner Gold\
Task: {B61E6DF5-AF31-4A18-A502-122458E4DEA6} - System32\Tasks\{B184F4D8-7F77-4961-ABAB-B1E0E7F42A7E} => pcalua.exe -a "C:\Users\RobertAdmin\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\F40JK100\Card Reader_Realtek_W8_X01_A00_Setup-T2DY7_ZPE.exe" -d C:\Users\RobertAdmin\Desktop
Task: {B8990ABC-DED0-4E8A-AB06-E240661A2144} - \GoforFilesUpdate -> No File <==== ATTENTION
Task: {BA890200-6B9C-42BB-B4A3-3AF2B9DDBA05} - System32\Tasks\{F7BE9E27-D858-4F69-A52F-627804336CB2} => pcalua.exe -a "C:\Users\RobertAdmin\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\R033VQCQ\Chipset_Intel_W74_X01_A00_Setup-4WC50_ZPE.exe" -d C:\Users\RobertAdmin\Desktop
Task: {DAC58114-C1CE-4ABB-8110-FA8AAE19B912} - System32\Tasks\Spybot - Search & Destroy -  Scheduled Task => C:\Program Files (x86)\Spybot - Search & Destroy\SpybotSD.exe
C:\Program Files (x86)\Spybot - Search & Destroy
Task: C:\Windows\Tasks\0215avUpdateInfo.job => C:\ProgramData\Avg_Update_0215av\0215av_AVG-Secure-Search-Update.exe
C:\ProgramData\Avg_Update_0215av
Task: C:\Windows\Tasks\Spybot - Search & Destroy -  Scheduled Task.job => C:\Program Files (x86)\Spybot - Search & Destroy\SpybotSD.exe
Task: C:\Windows\Tasks\Spybot - Search & Destroy Updater -  Scheduled Task.job => C:\Program Files (x86)\Spybot - Search & Destroy\SDUpdate.exe
AlternateDataStreams: C:\ProgramData\TEMP:5C321E34
IE trusted site: HKU\S-1-5-21-2914411812-2069011482-3937539398-1000\...\dell.com -> dell.com
IE trusted site: HKU\S-1-5-21-2914411812-2069011482-3937539398-1000\...\webcompanion.com -> hxxp://webcompanion.com
FirewallRules: [{0605D91B-0042-40B7-8560-399924F2D37F}] => (Allow) C:\Program Files\Common Files\McAfee\Platform\McSvcHost\McSvHost.exe
FirewallRules: [{D9EA6753-3EBA-4628-B03B-6C18BF60F73E}] => (Allow) C:\Program Files (x86)\AVG\AVG2014\avgmfapx.exe
FirewallRules: [{BD97EE51-2503-49F1-AC46-1D0A69D02ED1}] => (Allow) C:\Program Files (x86)\AVG\AVG2014\avgmfapx.exe
FirewallRules: [{0D88517D-9190-455D-9247-5CAD590799C0}] => (Allow) C:\Program Files (x86)\AVG\AVG2015\avgmfapx.exe
FirewallRules: [{DC5460E8-126E-4855-BB20-0B62D8B3BB1C}] => (Allow) C:\Program Files (x86)\AVG\AVG2015\avgmfapx.exe
FirewallRules: [{1389792C-8760-45AA-9030-8FFE80A984F8}] => (Allow) C:\Program Files (x86)\AVG\AVG2015\avgnsa.exe
FirewallRules: [{49FCA7D0-72CB-4DA8-BBFA-1D1FA9AD7A72}] => (Allow) C:\Program Files (x86)\AVG\AVG2015\avgnsa.exe
FirewallRules: [{B2C2ED08-AC70-42FF-BC37-D33F16614956}] => (Allow) C:\Program Files (x86)\AVG\AVG2015\avgdiagex.exe
FirewallRules: [{807EE76D-0FC3-4D62-9E8E-A158FE14A8C1}] => (Allow) C:\Program Files (x86)\AVG\AVG2015\avgdiagex.exe
FirewallRules: [{93C94EB2-1A20-4A84-89E5-CBD5AC8AB7F1}] => (Allow) C:\Program Files (x86)\AVG\AVG2015\avgemca.exe
FirewallRules: [{A27D562E-9CCA-462B-BA4E-E70660FB6A30}] => (Allow) C:\Program Files (x86)\AVG\AVG2015\avgemca.exe
FirewallRules: [{E4E0412B-C8A5-49FC-BD88-26B574911C16}] => (Allow) C:\Program Files (x86)\AVG\Av\avgmfapx.exe
FirewallRules: [{17178772-5181-45AC-821A-984C4820FA42}] => (Allow) C:\Program Files (x86)\AVG\Av\avgmfapx.exe
C:\Program Files (x86)\AVG
Reboot:
and paste in Notepad. Check that no files have been split on two lines.
Save the file as fixlist.txt on the desktop.

Exit all programs.
Start FRST, please.
Click the Fix button.
Wait until the tool has finished.

It creates a log file, called Fixlog.txt, on the desktop.
Please, paste the content of that file in your reply.

 

 

2. Please, in Control Panel's list of installed programs, click on "Ad-Aware" and then select Change - > Repair.

Restart the computer.

Start Ad-Aware and try to update it.

Is it possible to do that?

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No, I had not set parameters for Google (especially not related to Yahoo)

 

Ran FRST with fixes

- see attached

 

Also, I am able to click on the update section in Ad-Aware.

 

 

1. Let's fix the Chrome restrictions:

 

Please, start Notepad.

Copy all text that is in the box:

 

CreateRestorePoint:
CloseProcesses:
GroupPolicy: Restriction - Chrome <======= ATTENTION
GroupPolicyUsers\S-1-5-21-2914411812-2069011482-3937539398-1005\User: Restriction <======= ATTENTION
CHR HKLM\SOFTWARE\Policies\Google: Restriction <======= ATTENTION
and paste in Notepad. Check that no files have been split on two lines.

Save the file as fixlist.txt on the desktop.

 

Exit all programs.

Start FRST, please.

Click the Fix button.

Wait until the tool has finished.

 

It creates a log file, called Fixlog.txt, on the desktop.

Please, paste the content of that file in your reply.

 

 

2. Do you still get "Service Unavailable" or any other problem with Ad-Aware?

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C:\ProgramData has some AVG files in it. Can they be deleted?

 

Also in Control Panel\All Control Panel Items\Notification Area Icons

MalwareProtectionClient.exe and avgui.exe are listed and I have the option to set Show icon and notifications

 

Plus, Spy Cleaner Gold folder is still showing up in Start/All Programs even though I uninstalled it

 

 

Ran AdwCleaner and FRST; logs attached

AdwCleanerS5.txt

FRST.txt

Addition.txt

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If you haven't run AVG Remover, please do so: http://www.avg.com/us-en/utilities

After that I think you can delete all AVG files, as well as files, shortcuts etc. for other programs that you have uninstalled.

 

The logs look good. Do you have any problem with "Service Unavailable" or something else related to Ad-Aware, malware or adware?

I want to know that before I give you the instruction for uninstalling AdwCleaner and FRST.

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I am trying to run ad-aware in safe mode and the keep getting service unavailable.

Can it run in safe mode?

I'm not sure. Doesn't it run in normal mode?

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