Possible Program Conflict

Question

This thread is being created to continue troubleshooting issues that were revealed in a HijackThis log posted in the Malware Removal forum but are not malware-related. If you have a similar issue please start a new thread in the appropriate forum.   Kathy, Your HJT log now shows the Dr. Watson Debugger in the running processes list. It is listed in the log as C:\WINDOWS\system32\drwtsn32.exe. I believe that there may be a conflict between Microsoft ActiveSync and Symantec Antivirus but we need to take a closer look to find out if that is the case. I've listed below the steps for locating the Dr. Watson log and also for creating an Installed Programs list. Include those in your next reply and also let me know if you have been connecting a mobile device (e.g. Blackberry) to the computer to sync information.   How to post Dr. Watson log 1. Use My Computer to navigate to C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson. (Note: All Users may be called All Users.WINNT) If you do not see the Application Data folder then you will have to enable viewing of hidden files and folders. 2. Double-click the file named Drwtsn32.log to open it. It should open in Notepad. 3. Copy and paste the section listed under Application exception occurred in your next reply. This section includes values for App, When and Exception Number. There may be quite a bit more information listed below that but that section may be all that I need.   Create installed program list using CCleaner If you don't already have it installed, download and install CCleaner HERE. Choose either the link that says Download from FileHippo.com or the one that says Alternative Download and follow the instructions listed. During the install you will see the option to install the Yahoo Toolbar and it is checked by default. Uncheck it if you do NOT want to install the toolbar. Although CCleaner has other uses, primarily to clean out temp and other unused files, we are interested at this point in the Uninstall list that it can create. Run CCleaner and choose Tools and then Uninstall if it is not already selected. You should see a list of the programs that are installed on your system. Click the Save to text file button and save the file to your desktop. You can leave the default name, install, or give it another name of your choosing. Close CCleaner and open the text file that was created that shows the list of installed programs. Paste the contents of that file in your next reply. Important: We do not recommend the use of the Registry Cleaner feature of CCleaner. Automated registry cleaners can cause problems if not used properly and even sometimes when they are used correctly. The most damaging problem would be that your computer may not even boot if the registry is changed incorrectly.If you have any questions, let me know.

K_Kat · Answer

Hello,

I apologize for the delay in responding. Yes, I do have a Blackberry which I sync with Microsoft Outlook. Here is the other information that was requested:

Dr. Watson Log:

Application exception occurred:
        App: C:\WINDOWS\System32\oobe\msoobe.exe (pid=1072)
        When: 5/24/2009 @ 21:12:40.109
        Exception number: c0000005 (access violation)

CCleaner Text File: [I have bolded the applications/programs that should not be there...The ones that I have tried to remove in the past; there may be others]

"Nero SoundTrax Help
AC3Filter (remove only)
Acrobat.com
Activesync Mode WWE
Adobe AIR
Adobe Flash Player 10 Plugin
Adobe Reader 8.1.3
Adobe Reader 9.1.1
Advertising Center
Amos 16.0
Apple Mobile Device Support
Apple Software Update
BlackBerry Desktop Software 4.3
BlackBerry Device Software Updater
BlackBerry Device Software v4.3.0 for the BlackBerry 8120 smartphone
Bluetooth Stack for Windows by Toshiba
Bonjour
Browser Address Error Redirector
CCleaner (remove only)
CDBurnerXP
CloneDVD2
Debug Diagnostics Tool 1.1 (x86)
Dell DataSafe Online
Dell Support Center (Support Software)
Dell System Restore
Dell Touchpad
Dell Webcam Center
Dell Webcam Manager
Dell Wireless WLAN Card
DivX ;-) Audio Compressor 4.02
DivX Author 1.5
DivX Codec
DivX Converter
DivX Player
DivX Plus DirectShow Filters
DivX Web Player
DolbyFiles
Dragon NaturallySpeaking 9
DVD Shrink 3.2
Easy Duplicate Finder v. 2.1
EndNote X2
E-Prime 1.2 (1.2.1.847)
getPlus(R) for Adobe
GoToAssist 8.0.0.514
HASP HL Device Driver
HijackThis 2.0.2
ImagXpress
ImgBurn
Intel(R) Graphics Media Accelerator Driver
Introduction to Visual Basic 2008 Express Edition
ISI ResearchSoft - Export Helper
iTunes
Java(TM) 6 Update 14
Laptop Integrated Webcam Driver (1.01.01.0529)
Lexmark 1200 Series
LightScribe System Software 1.10.16.1
Live! Cam Avatar Creator
Live! Cam Avatar v1.0
LiveUpdate 3.1 (Symantec Corporation)
Logitech iTouch Software
Malwarebytes' Anti-Malware
Menu Templates - Starter Kit
Microsoft .NET Framework 1.1
Microsoft .NET Framework 1.1 Hotfix (KB928366)
Microsoft .NET Framework 2.0 Service Pack 2
Microsoft .NET Framework 3.0 Service Pack 2
Microsoft .NET Framework 3.5 SP1
Microsoft ActiveSync
Microsoft Compression Client Pack 1.0 for Windows XP
Microsoft Office Live Add-in 1.3
Microsoft Office Outlook Connector
Microsoft Office Ultimate 2007
Microsoft Save as PDF or XPS Add-in for 2007 Microsoft Office programs
Microsoft Silverlight
Microsoft SQL Server 2005 Compact Edition [ENU]
Microsoft SQL Server Compact 3.5 Design Tools ENU
Microsoft SQL Server Compact 3.5 ENU
Microsoft Visual Basic 2008 Express Edition - ENU
Microsoft Visual C++ 2005 Redistributable
Microsoft Web Platform Installer
Microsoft Windows SDK for Visual Studio 2008 Express Tools for .NET Framework
Microsoft Windows SDK for Visual Studio 2008 Express Tools for Win32
Microsoft Windows XP Video Decoder Checkup Utility
MobileMe Control Panel
Movie Templates - Starter Kit
Mozilla Firefox (3.0.11)
MSDN Library for Microsoft Visual Studio 2008 Express Editions
MSXML 4.0 SP2 (KB936181)
MSXML 4.0 SP2 (KB954430)
MSXML 6.0 Parser (KB933579)
MySQL Connector/ODBC 3.51
Nero Burning ROM Help
Nero BurnRights
Nero ControlCenter
Nero CoverDesigner
Nero CoverDesigner Help
Nero Disc Copy Gadget
Nero Disc Copy Gadget Help
Nero DiscSpeed
Nero DriveSpeed
Nero Express Help
Nero InfoTool
Nero Installer
Nero Live
Nero Live Help
Nero PhotoSnap
Nero PhotoSnap Help
Nero Recode
Nero Recode Help
Nero Rescue Agent
Nero RescueAgent Help
Nero ShowTime
Nero StartSmart
Nero StartSmart Help
Nero Vision
Nero WaveEditor
Nero WaveEditor Help
NeroBurningROM
NeroExpress
NeroLiveGadget
NeroLiveGadget Help
neroxml
O2Micro Flash Memory Card Reader Driver (x86)
Online Armor 3.5
PEBL
QuickSet
QuickTime
Realtek High Definition Audio Driver
Revo Uninstaller 1.80
SB5 Scoring Pro
SoundTrax
SPSS 16.0 for Windows Patch
SPSS SmartViewer 15.0
SPSS Statistics 17.0
Spybot - Search & Destroy
Symantec AntiVirus
Synaptics Pointing Device Driver
Task Version 2
VCRedistSetup
Windows Defender
Windows Genuine Advantage Validation Tool (KB892130)
Windows Internet Explorer 8
Windows Live Essentials
Windows Live OneCare safety scanner
Windows Live Sign-in Assistant
Windows Live Sync
Windows Live Upload Tool
Windows Media Format 11 runtime
Windows Media Player 11
Windows XP Service Pack 3
Write-N-Cite
Xilisoft Video Converter Ultimate

Thank you!

Kathy

K_Kat · Answer

Hello,

Yesterday, I got another Dr Watson error. Here is the information for the latest one:

Application exception occurred:
        App: C:\WINDOWS\System32\oobe\msoobe.exe (pid=1072)
        When: 5/24/2009 @ 21:12:40.109
        Exception number: c0000005 (access violation)

Thank you :)

Kathy

jimponder · Answer

2 questions: 1) did you solve this issue with the MSI not installing correctly? 2) If this is a laptop, try this: pull the battery software AND hardware and reboot. I saw somewhere that the battery software may be causing these sorts of issues. I have this issue currently on one of my Dell servers. I can't figure out how to make it 'know' that is it running on AC power and not battery...

Give me a heads up on your progress. It's greatly appreciated!

-Jim Ponder

Virus & Spyware

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