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Cannot connect to Windows Update

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by arthur.acopians

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Hello All,

I have been slaving over this for a week now, and I have not even come close to figuring it out. My last resort is to bother you guys. I have XP Pro SP3 and am not able to connect to Windows Update, everytime I try it I get a "unable to connect" page that offers troubleshooting (which does not work.) I ran Ad-Aware, Spy-Bot and Norton. All cleared a few things but none actualy solved the problem. Here is my HiJackThis log:

Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 12:48:58 PM, on 8/25/2009
Platform: Windows XP SP3 (WinNT 5.01.2600)
MSIE: Internet Explorer v6.00 SP3 (6.00.2900.5512)
Boot mode: Normal

Running processes:
C:\WINDOWS\System32\smss.exe
C:\WINDOWS\system32\winlogon.exe
C:\WINDOWS\system32\services.exe
C:\WINDOWS\system32\lsass.exe
C:\WINDOWS\system32\ibmpmsvc.exe
C:\WINDOWS\System32\Ati2evxx.exe
C:\WINDOWS\system32\svchost.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\system32\Ati2evxx.exe
C:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe
C:\Program Files\Common Files\Symantec Shared\ccEvtMgr.exe
C:\WINDOWS\Explorer.EXE
C:\Program Files\Common Files\Symantec Shared\SPBBC\SPBBCSvc.exe
C:\Program Files\Lavasoft\Ad-Aware\aawservice.exe
C:\WINDOWS\system32\spoolsv.exe
C:\WINDOWS\System32\acs.exe
C:\Program Files\Symantec AntiVirus\DefWatch.exe
C:\Program Files\Symantec AntiVirus\Rtvscan.exe
C:\WINDOWS\System32\TUProgSt.exe
C:\WINDOWS\system32\SearchIndexer.exe
C:\Program Files\ThinkPad\Utilities\PWMDBSVC.EXE
C:\Program Files\Analog Devices\Core\smax4pnp.exe
C:\Program Files\Synaptics\SynTP\SynTPLpr.exe
C:\Program Files\Synaptics\SynTP\SynTPEnh.exe
C:\WINDOWS\system32\rundll32.exe
C:\Program Files\Common Files\Symantec Shared\ccApp.exe
C:\PROGRA~1\SYMANT~1\VPTray.exe
C:\WINDOWS\system32\rundll32.exe
C:\Program Files\Adobe\Reader 9.0\Reader\Reader_sl.exe
C:\Program Files\Spybot - Search & Destroy\TeaTimer.exe
C:\Program Files\Windows Desktop Search\WindowsSearch.exe
C:\WINDOWS\system32\wuauclt.exe
C:\Program Files\Trend Micro\HijackThis\HijackThis.exe
C:\WINDOWS\system32\SearchProtocolHost.exe

O2 - BHO: Spybot-S&D IE Protection - {53707962-6F74-2D53-2644-206D7942484F} - C:\Program Files\Spybot - Search & Destroy\SDHelper.dll
O4 - HKLM\..\Run: [SoundMAXPnP] C:\Program Files\Analog Devices\Core\smax4pnp.exe
O4 - HKLM\..\Run: [SynTPLpr] C:\Program Files\Synaptics\SynTP\SynTPLpr.exe
O4 - HKLM\..\Run: [SynTPEnh] C:\Program Files\Synaptics\SynTP\SynTPEnh.exe
O4 - HKLM\..\Run: [BluetoothAuthenticationAgent] rundll32.exe bthprops.cpl,,BluetoothAuthenticationAgent
O4 - HKLM\..\Run: [ccApp] "C:\Program Files\Common Files\Symantec Shared\ccApp.exe"
O4 - HKLM\..\Run: [vptray] C:\PROGRA~1\SYMANT~1\VPTray.exe
O4 - HKLM\..\Run: [PWRMGRTR] rundll32 C:\PROGRA~1\ThinkPad\UTILIT~1\PWRMGRTR.DLL,PwrMgrBkGndMonitor
O4 - HKLM\..\Run: [BLOG] rundll32 C:\PROGRA~1\ThinkPad\UTILIT~1\BatLogEx.DLL,StartBattLog
O4 - HKLM\..\Run: [Adobe Reader Speed Launcher] "C:\Program Files\Adobe\Reader 9.0\Reader\Reader_sl.exe"
O4 - HKLM\..\Run: [Home Antivirus 2010] "C:\Program Files\HomeAntivirus2010\HomeAntivirus2010.exe" /hide
O4 - HKCU\..\Run: [MSMSGS] "C:\Program Files\Messenger\msmsgs.exe" /background
O4 - HKCU\..\Run: [SpybotSD TeaTimer] C:\Program Files\Spybot - Search & Destroy\TeaTimer.exe
O4 - Global Startup: Windows Search.lnk = C:\Program Files\Windows Desktop Search\WindowsSearch.exe
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MICROS~2\Office12\EXCEL.EXE/3000
O9 - Extra button: Send to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\PROGRA~1\MICROS~2\Office12\ONBttnIE.dll
O9 - Extra 'Tools' menuitem: S&end to OneNote - {2670000A-7350-4f3c-8081-5663EE0C6C49} - C:\PROGRA~1\MICROS~2\Office12\ONBttnIE.dll
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MICROS~2\Office12\REFIEBAR.DLL
O9 - Extra button: (no name) - {DFB852A3-47F8-48C4-A200-58CAB36FD2A2} - C:\Program Files\Spybot - Search & Destroy\SDHelper.dll
O9 - Extra 'Tools' menuitem: Spybot - Search && Destroy Configuration - {DFB852A3-47F8-48C4-A200-58CAB36FD2A2} - C:\Program Files\Spybot - Search & Destroy\SDHelper.dll
O9 - Extra button: (no name) - {e2e2dd38-d088-4134-82b7-f2ba38496583} - C:\WINDOWS\Network Diagnostic\xpnetdiag.exe
O9 - Extra 'Tools' menuitem: @xpsp3res.dll,-20001 - {e2e2dd38-d088-4134-82b7-f2ba38496583} - C:\WINDOWS\Network Diagnostic\xpnetdiag.exe
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe (file missing)
O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe (file missing)
O16 - DPF: {5ED80217-570B-4DA9-BF44-BE107C0EC166} (Windows Live Safety Center Base Module) - http://cdn.scan.onecare.live.com/resource/download/scanner/wlscbase1140.cab
O16 - DPF: {6414512B-B978-451D-A0D8-FCFDF33E833C} (WUWebControl Class) - http://update.microsoft.com/windowsupdate/v6/V5Controls/en/x86/client/wuweb_site.cab?1245644818936
O16 - DPF: {D27CDB6E-AE6D-11CF-96B8-444553540000} (Shockwave Flash Object) - https://fpdownload.macromedia.com/pub/shockwave/cabs/flash/swflash.cab
O16 - DPF: {E2883E8F-472F-4FB0-9522-AC9BF37916A7} - http://platformdl.adobe.com/NOS/getPlusPlus/1.6/gp.cab
O18 - Protocol: grooveLocalGWS - {88FED34C-F0CA-4636-A375-3CB6248B04CD} - C:\PROGRA~1\MICROS~2\Office12\GR99D3~1.DLL
O23 - Service: Lavasoft Ad-Aware Service (aawservice) - Lavasoft - C:\Program Files\Lavasoft\Ad-Aware\aawservice.exe
O23 - Service: Atheros Configuration Service (acs) - Atheros - C:\WINDOWS\System32\acs.exe
O23 - Service: Ati HotKey Poller - ATI Technologies Inc. - C:\WINDOWS\System32\Ati2evxx.exe
O23 - Service: Symantec Event Manager (ccEvtMgr) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccEvtMgr.exe
O23 - Service: Symantec Settings Manager (ccSetMgr) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe
O23 - Service: Symantec AntiVirus Definition Watcher (DefWatch) - Symantec Corporation - C:\Program Files\Symantec AntiVirus\DefWatch.exe
O23 - Service: ThinkPad PM Service (IBMPMSVC) - Lenovo - C:\WINDOWS\system32\ibmpmsvc.exe
O23 - Service: LiveUpdate - Symantec Corporation - C:\PROGRA~1\Symantec\LIVEUP~1\LUCOMS~1.EXE
O23 - Service: lxdu_device - Unknown owner - C:\WINDOWS\system32\lxducoms.exe (file missing)
O23 - Service: Power Manager DBC Service - Unknown owner - C:\Program Files\ThinkPad\Utilities\PWMDBSVC.EXE
O23 - Service: SAVRoam (SavRoam) - symantec - C:\Program Files\Symantec AntiVirus\SavRoam.exe
O23 - Service: Symantec Network Drivers Service (SNDSrvc) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\SNDSrvc.exe
O23 - Service: Symantec SPBBCSvc (SPBBCSvc) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\SPBBC\SPBBCSvc.exe
O23 - Service: Symantec AntiVirus - Symantec Corporation - C:\Program Files\Symantec AntiVirus\Rtvscan.exe
O23 - Service: TuneUp Drive Defrag Service (TuneUp.Defrag) - TuneUp Software - C:\WINDOWS\System32\TuneUpDefragService.exe
O23 - Service: TuneUp Program Statistics Service (TuneUp.ProgramStatisticsSvc) - TuneUp Software - C:\WINDOWS\System32\TUProgSt.exe

--
End of file - 6867 bytes

Please help me figure this out so I can get my updates.

Thank you all in advance.

15 replies

by kenone

is Automatic updates and BITS started?

by arthur.acopians

I am not sure what BITS are or is, but Autmatic Updates is on but wont connect to the windows site.

by kenone

The long version.
After you clear all the nasties that the other folks are helping you with.
1. Click Start->Run, type "services.msc" (without quotation marks) in the open box and click OK.
2. Double click the service "Background Intelligent Transfer Service".
3. Click on the "General" tab; make sure the "Startup Type" is "Automatic". Then click "Stop" under "Service Status" to stop the service if it has started.
4. Click "Start" again and test if it can restart manually.

5. Please repeat the above steps with another service: Automatic Updates

And now for part duece.

1. Click "Start", "Run", type: cmd and press "Enter". Please run the following command in the open window.
Net stop WuAuServ

2. Click "Start", "Run", type: %windir% and press "Enter".
3. In the open folder, rename the folder SoftwareDistribution to Sdold.
4. Click "Start", "Run", type: cmd and press "Enter". Please run the following command in the open window.
Net start WuAuServ

Note: If the folder cannot be renamed with Access Denied error, you can try to rename it in Safe Mode.

by rob miners

Follow the above steps with the System started and restarted in Safe Mode with Networking. Running in Safe Mode loads a minimal set of drivers for the Operating System. You can use these options to start Windows so that you can modify the registry or load or remove drivers.

Removing malware from System Restore points
To remove the malware, you must first disable System Restore, then scan the system with up-to-date antivirus software - allowing it to clean, delete, or quarantine any viruses found. After the system has been disinfected, you may then re-enable System Restore. The steps for disabling System Restore vary, depending on whether the default Start Menu or the Classic Start Menu is being used.

Default Start Menu XP
If using the default Start Menu, click Start | Control Panel | Performance and Maintenance | System. Select the System Restore tab and check "Turn off System Restore".

Classic Start Menu XP
If using the Classic Start Menu, click Start | Settings | Control Panel and double-click the System icon. Select the System Restore tab and check "Turn off System Restore".

Vista
Start, right mouse click Computer and select Properties. Select Advanced System Properties, click contine and then System Protection. Untick the box nect to Local Disk C: and click on Turn System Restore off.

After scanning the system and removing the offending malware, re-enable System Restore by repeating the steps, this time removing the check from "Turn off System Restore".

by arthur.acopians

It loads the site but tells me "internet explorer cannot load (web address) Operation aborted"

by rob miners

The first step in troubleshooting this issue is to run Internet Explorer in "No Add-ons" mode. Here's how to do it.

Use the Internet Explorer (No Add-ons) mode
To do this, click Start, point to All Programs, point to Accessories, point to System Tools, and then click Internet Explorer (No Add-ons).

If this resolves the issue, follow these steps to isolate the browser add-on that is causing the issue:
1. Click Tools, and then click Internet Options.
2. Click the Programs tab, and then click Manage add-ons.
3. Click an add-on in the Name list, and then click Disable.
4. Repeat step 3 until you identify the add-on that is causing the issue.

Let us know how you get on as we may need to run some more AV programs.

by attaboyslim

First off, there are numerous processes that will always run in the back ground even if they are never, ever called upon because they aren't applicable to your individual computer needs. Secondly, most applications that you install on a system come with multiple apps ... just because and they provide you with no added benefits. I do not know what your needs are and so I can only speculate as to a possible remedy based on what I recognized from your list from Trend Microsystems.

There may be a chance that you have some how gotten a corrupt file on one or more of your protective programs and that is creating a conflict that is blocking your access to updates. With any Norton program, you need special software just to uninstall it from your system and you are required to allow 41 different processes to continually run. This will be the most difficult to temporarily stop and so I recommend stopping S & D and Adaware as a test.

Make sure you have Automatic Updates enabled in your services folder. stop Adaware and S & D and try for a connection. This is the exact steps I would take on my own system, well ... I would probably stop more than half of the back ground processes that you have activated ... but that is just me. Good Luck.

by arthur.acopians

I ended the process' for Spy Bot and Adaware. But that did not help. What if I uninstall them completely and try it, do you think that would work?

by garyh40

Hi Arthur
Stop this process C:\WINDOWS\Explorer.EXE it is malware, it should read C:\WINDOWS\Explorer.exe.
Download malwarebytes, update it and run a full scan.
See how you get on with that.
Regards
Gary

by rjluvkc

O4 - HKLM\..\Run: [Home Antivirus 2010] "C:\Program Files\HomeAntivirus2010\HomeAntivirus2010.exe" /hide

You need to remove HomeAntivirus2010 There are several tools that can..I am surprised that Symantec didnt catch it. If you run SpyBot or Malwarebytes ..boot into safe mode and then run your scan. Hopefully this helps.

by arthur.acopians

...and it still does not connect. I can't stand these viruses! I always thought Symantec was supposed to be the best Anti-Viruse program out there? I have been so disappointed with this program, does anyone have any recommendations?

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