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John M65

UPGRADED TO WIN 10

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I ugraded to win 10 and Pro security was deactivated. I did a repair and it came on re-boot. the only thing that is working is real-Time protection.. all other protections are off and i cannot turn them on.MSI83fdc.zipsysinfo.zip

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I ugraded to win 10 and Pro security was deactivated. I did a repair and it came on re-boot. the only thing that is working is real-Time protection.. all other protections are off and i cannot turn them on.attachicon.gifMSI83fdc.zipattachicon.gifsysinfo.zip

 

Hi again John,

 

Please uninstall Ad-Aware, restart the computer and install it again.

If Ad-Aware still isn't working properly, 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 it.

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Hi Cecilia, here is what I have tried. uninstalled with Revo Uninstaller. Tried install of AA-11. install failed. i cannot remember the message. Ran Revo again then used RCRAWLER to remove all keys using 'lavasoft' and 'adaware'. Still no luck. I hope the logs give the reason for failure.

 

John

Ad-Aware 11.zip

MSI83fda.zip

system info.zip

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Hi John,

 

The message should mean that another installation using MSI (Microsoft Installer) is on-going, e.g. Windows Update or another program. Please, check if Windows Update is doing something (Settings - Updates and Security - Updates) and if not, restart the computer before trying to install Ad-Aware again.

 

If possible you can disable Windows Update to be sure that it isn't installing something.

Edited by CeciliaB

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The message should mean that another installation using MSI (Microsoft Installer) is on-going, e.g. Windows Update or another program. Please, check if Windows Update is doing something (Settings - Updates and Security - Updates) and if not, restart the computer before trying to install Ad-Aware again.

If possible you can disable Windows Update to be sure that it isn't installing something.

 

Hi Cecilia, well we are still at square 0. I checked to see if MSI was running, using the task manager and nothing appeared. I disabled the Update and Security as best I could. I set the update to 'ask first'.

 

I re-booted the system and tried again, the same window came up as in post 4.

 

I used the downloaded installer AdawareWebinstaller_win32_11.0.3787.0.exe which I kepted from the last install under win 7.

 

I also, downloaded the Free Ad-Aware and it did the same thing.

 

I checked again and found that msi is indeed running. When I try to stop the msi service I receive a message, the message indicates that msi cannot be stopped because it is supporting other MS services.

 

John

Ad-Aware 11.zip

MSI324de.zip

Sys-Info.zip

Edited by John M65

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AdawareWebinstaller_win32_11.0.3787.0.exe is very old, please don't use it. Since it's the same installation file for Ad-Aware Free and Pro, use the installation file for Free.

 

Can you see if Windows wants to install any updates?

 

It's also possible that Revo Uninstaller hasn't deleted some Ad-Aware files and/or registry posts, or has damaged something, and now that is blocking the installation. Revo Uninstaller isn't suitable for the uninstallation of Ad-Aware, it causes many topics in the forum and support calls.

 

Please check if there are any Lavasoft/Ad-Aware folders in C:\Program Files, C:\Program Files (x86), C:\Program Files\Common Files and/or C:\Program Files (x86)\Common Files.

 

Let us see if FRST can reveal something more.

Please, download 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.

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AdawareWebinstaller_win32_11.0.3787.0.exe is very old, please don't use it. Since it's the same installation file for Ad-Aware Free and Pro, use the installation file for Free.

 

Can you see if Windows wants to install any updates?

 

It's also possible that Revo Uninstaller hasn't deleted some Ad-Aware files and/or registry posts, or has damaged something, and now that is blocking the installation. Revo Uninstaller isn't suitable for the uninstallation of Ad-Aware, it causes many topics in the forum and support calls.

 

Please check if there are any Lavasoft/Ad-Aware folders in C:\Program Files, C:\Program Files (x86), C:\Program Files\Common Files and/or C:\Program Files (x86)\Common Files.

 

Let us see if FRST can reveal something more.

Please, download 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.

 

********************************************************

Hi Cecilia, I did find one directory in common and removed it. I ran Frst and the results are attached. After I removed all the Lavasoft/Adaware directories from the system I rebooted and tried the install (from down load- free) with the same result. It is a little here USA/central time and hopefully I did things correctly.

If I missed something let me know and I will re-do the install.

J

FRST.txt

Addition.txt

Edited by CeciliaB
Moved reply to outside quote box

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There are several hidden entries in Control Panel's list of installed programs that I think belong to Ad-Aware. I'll ask my contact person how to remove them in the best way.

 

There is also an Ad-Aware driver running in the computer and that, as well as some other left-overs, will be removed by the following:

 

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

CreateRestorePoint:
CloseProcesses:
R3 avchv; C:\WINDOWS\system32\DRIVERS\avchv.sys [252184 2015-07-29] (BitDefender)
S1 BdfNdisf; \??\D:\Windows\System32\DriverStore\FileRepository\netlwf.inf_x86_neutral_52e20f0ba6914be8\bdfndisf6.sys [X]
2016-01-23 17:06 - 2015-01-06 11:37 - 01516488 ____N (Bitdefender) C:\WINDOWS\system32\bdnc.dll
C:\WINDOWS\system32\DRIVERS\avchv.sys
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.

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Here it is Cecilia, should I try a reinstall?

 

One other question(s) when I was running under Win 7 I was able to disable Defender and only run AA. I have been searching through MS 10 and I am stumped on how to disable Defender. Services does not allow me to do anything with Defender that I can find. I did find the start up exe (MsMpEng.exe) the only safe option is to rename. But that seems a little harsh.

Does AA only run in compatibility mode with WIN 10? I think that is what it is called. I will keep looking. and wait until I hear from you.

 

John

Fixlog.txt

Edited by John M65

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Please, wait with installation until I've received files from my contact person that will remove the hidden uninstallation entries.

 

In Windows 10, Defender will be automatically disabled when you install another antivirus program.

 

Ad-Aware will be installed in compatibility mode when another antivirusprogram is installed, except for Defender.

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Well, my previous reply was very late, I'm a night owl in Europe ;)

 

Please download the attached file.

Right-click it and select to extract all included files.

Save the five files in a folder that you can easily reach in the command prompt, e.g. C:\Users\John.

 

Please start the Command Prompt as an administrator, e.g. by right-clicking start button and select Command Prompt (Admin).

Enter the following commands.

 

cd C:\Users\John

msiexec /x AntimalwareEngine.msi

msiexec /x AntispamEngine.msi

msiexec /x AvcEngine.msi

msiexec /x FirewallEngine.msi

msiexec /xOnlineThreatsEngine.msi

 

But replace C:\Users\John with the folder you saved the files in.

 

Please, restart the computer and see if you can install Ad-Aware.

If not, upload new FRST, MSI and Ad-Aware (if folder exist) logs.

 

Thank you for your cooperation and patience! :)

 

P.S. The attached files are only for 32 bits Windows but for Windows XP, Vista, 7, 8.x and 10.

AAmodules.zip

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Something did not work, only the first module worked.

 

Error

 

Error 1606 Could not access network location\Artispam Engine\2.4.4205.0

 

John

post-72264-0-72319300-1453918372.png

post-72264-0-42629900-1453918421.png

post-72264-0-89819400-1453918716.png

Edited by John M65

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I'm sorry that it didn't work.

 

Ad-Aware 11.10 is going to be released very soon. Can you wait a few days and see if that version can be installed?

If still unsuccessful, Lavasoft says that they can connect to your computer to solve the problem.

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I'm sorry that it didn't work.

 

Ad-Aware 11.10 is going to be released very soon. Can you wait a few days and see if that version can be installed?

If still unsuccessful, Lavasoft says that they can connect to your computer to solve the problem.

That is fine and they can connect, just give me a time. It must be a knack that I have for finding the hidden issues.

John

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John, sorry but the XML file only contains little information about the computer and the version of Ad-Aware.

 

Can you download and install Ad-Aware 11.10 in the computer without antivirus program today?

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John, sorry but the XML file only contains little information about the computer and the version of Ad-Aware.

 

Can you download and install Ad-Aware 11.10 in the computer without antivirus program today?

 

I saw this a little to late. I downloaded the installer. every thing appeared to perform correctly. I rebooted and that is where things went a little crazy. I will try to explain the attachments. When I started AA it wanted to install additional updates with version 11.0.0.0 I let it go and you can see what happened. I did try to run twice, once after a second reboot.

Active Virus Control is not running.

Web protection is off

Email protection is off

Network protection is off

Notification Center indicates there is an Update available.

 

For some reason I cannot up load the other zip files. I will put them in a separate post.

 

John

 

 

post-72264-0-04037600-1454088400_thumb.pngpost-72264-0-04037600-1454088400_thumb.pngpost-72264-0-58670400-1454088442_thumb.pngpost-72264-0-95698200-1454088454_thumb.pngAd-Aware 11.zip

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Sorry John, my contact person was too busy (maybe with the 11.10 update problem) and couldn't look at your posts. I hope it's possible on Monday instead.

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Sorry John, my contact person was too busy (maybe with the 11.10 update problem) and couldn't look at your posts. I hope it's possible on Monday instead.

Cecilia, this is not directed at you. You have always been a great help... even when I screw up.

 

Every few hours AA wants me to upgrade to 11.0.0.0! I am somewhat disappointed. I can understand some minor oversights with a new version is released (as a former Operations Director, regression testing was always a must) but when I cannot use the product to protect my system I become somewhat irritated. I wanted to have Defender take over but since AA is running (sort of) Defender is disabled (at least they got that to work). I am not sure what will happen if I uninstall AA even with AA's uninstall procedure. The product does not know it is failing and wants to install a boggis release!

 

I want Lavasoft to know that AA is the only program that I am having trouble with in windows 10.Ten does work! Also, I know that it is a weekend for Lavasoft but my laptop does not know that.

 

John

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What I and my contact person see is that people get problems when they are using various uninstallation programs, e.g. Revo Uninstaller, instead of uninstalling from Control Panel's list of installed programs or by selecting Ad-Aware uninstallation in the start menu. Revo Uninstaller and other similar programs "forgets" to remove drivers, folders etc.

 

Since you have paid for Ad-Aware, you can always contact Lavasoft support team through their web site or Facebook page.

https://www.facebook.com/lavasoft.adaware

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Since you have paid for Ad-Aware, you can always contact Lavasoft support team through their web site or Facebook page.

https://www.facebook.com/lavasoft.adaware

 

Cecilia, I have taken your advise and opened issue with Lavasoft support team.n Unfortunately I do not have a ticket/incident number. I am hopeful you can direct my information to the proper lavasoft support team members. It appears that uploading problem information files is somewhat confusing to me.

 

Thanks John

post-72264-0-73519400-1454301849_thumb.png

post-72264-0-88615000-1454301862_thumb.png

post-72264-0-41458200-1454301880_thumb.png

AA issue..zip

Ad-Aware 11.zip

MSI4e9c1.zip

msinfo32.zip

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John, Lavasoft asks if you allow them to connect to your computer to try to find the lost file. You'll see everything they do, and you'll be able to stop them and communicate with them. If you accept it, please send me your email address and when you are available in a PM. Lavasoft will respond in another PM and later on send you a file by email.

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After many hours of Lavasoft support (with logmein rescue) and many executions of the MSfixit program not to mention reboots and reinstalls my problem(s) has been corrected :D . Watching the tech work was indeed amazing. I can imagine his frustration while trying to repair Ad Aware Pro.

I do have some issues with the release of V 10.11 but I will save them for another discussion .

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