Word won't open & ccApp Issues

Question

My first post, so please bear with me if I do something wrong.  I followed other posts responses regarding the Winfixer problems, and think I got it nipped in the bud.  Thanks to those who provided help to others, as it helped me, too.   After going through the repair process, however, I now cannot open Microsoft Word.  It starts to open, showing the Microsoft Word box, but then everything freezes.  MS Excel opens fine.   Also, I have had recent problems, when shutting my Inspiron 5150 down, I receive the messsage to End Program - ccApp.   Here is my HJT log.  Any help is greatly appreciated.   Logfile of HijackThis v1.99.1 Scan saved at 9:10:31 PM, on 12/29/2005 Platform: Windows XP SP2 (WinNT 5.01.2600) MSIE: Internet Explorer v6.00 SP2 (6.00.2900.2180) 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\svchost.exe C:\WINDOWS\System32\svchost.exe C:\Program Files\Common Files\Symantec Shared\ccProxy.exe C:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe C:\Program Files\Norton Internet Security\ISSVC.exe C:\Program Files\Common Files\Symantec Shared\SNDSrvc.exe C:\Program Files\Common Files\Symantec Shared\SPBBC\SPBBCSvc.exe C:\Program Files\Common Files\Symantec Shared\ccEvtMgr.exe C:\WINDOWS\system32\spoolsv.exe C:\Program Files\Norton Internet Security\Norton AntiVirus
avapsvc.exe C:\WINDOWS\System32
vsvc32.exe C:\Program Files\Common Files\Symantec Shared\CCPD-LC\symlcsvc.exe C:\WINDOWS\System32\WLTRYSVC.EXE C:\WINDOWS\System32\bcmwltry.exe C:\WINDOWS\Explorer.EXE C:\WINDOWS\BCMSMMSG.exe C:\Program Files\Java\j2re1.4.2_04\bin\jusched.exe C:\Program Files\Synaptics\SynTP\SynTPLpr.exe C:\Program Files\Synaptics\SynTP\SynTPEnh.exe C:\WINDOWS\system32\dla	fswctrl.exe C:\Program Files\Dell\AccessDirect\dadapp.exe C:\Program Files\Dell\QuickSet\quickset.exe C:\Program Files\Dell\AccessDirect\DadTray.exe C:\WINDOWS\System32\DSentry.exe C:\Program Files\Dell\Media Experience\PCMService.exe C:\Program Files\Common Files\Symantec Shared\ccApp.exe C:\Program Files\Adobe\Acrobat 7.0\Distillr\Acrotray.exe C:\Program Files\Sharp\Sharpdesk\SharpTray.exe C:\Program Files\Dell Support\DSAgnt.exe C:\Program Files\Sharp\Sharpdesk\sdFTP.exe C:\Program Files\Internet Explorer\iexplore.exe C:\Program Files\Messenger\msmsgs.exe C:\HJT\HijackThis.exe R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://www.dell.com R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://www.dell.com R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Search Bar = http://red.clientapps.yahoo.com/customize/ie/defaults/sb/ymsgr6/*http://www.yahoo.com/ext/search/search.html R0 - HKCU\Software\Microsoft\Internet Explorer\Main,Local Page = R0 - HKLM\Software\Microsoft\Internet Explorer\Main,Local Page = O2 - BHO: AcroIEHlprObj Class - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Adobe\Acrobat 7.0\ActiveX\AcroIEHelper.dll O2 - BHO: DriveLetterAccess - {5CA3D70E-1895-11CF-8E15-001234567890} - C:\WINDOWS\system32\dla	fswshx.dll O2 - BHO: Norton Internet Security - {9ECB9560-04F9-4bbc-943D-298DDF1699E1} - C:\Program Files\Common Files\Symantec Shared\AdBlocking\NISShExt.dll O2 - BHO: Google Toolbar Helper - {AA58ED58-01DD-4d91-8333-CF10577473F7} - c:\program files\google\googletoolbar1.dll O2 - BHO: AcroIEToolbarHelper Class - {AE7CD045-E861-484f-8273-0445EE161910} - C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll O2 - BHO: NAV Helper - {BDF3E430-B101-42AD-A544-FADC6B084872} - C:\Program Files\Norton Internet Security\Norton AntiVirus\NavShExt.dll O3 - Toolbar: (no name) - {BA52B914-B692-46c4-B683-905236F6F655} - (no file) O3 - Toolbar: Norton Internet Security - {0B53EAC3-8D69-4b9e-9B19-A37C9A5676A7} - C:\Program Files\Common Files\Symantec Shared\AdBlocking\NISShExt.dll O3 - Toolbar: Norton AntiVirus - {42CDD1BF-3FFB-4238-8AD1-7859DF00B1D6} - C:\Program Files\Norton Internet Security\Norton AntiVirus\NavShExt.dll O3 - Toolbar: Adobe PDF - {47833539-D0C5-4125-9FA8-0819E2EAAC93} - C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll O3 - Toolbar: &Google - {2318C2B1-4965-11d4-9B18-009027A5CD4F} - c:\program files\google\googletoolbar1.dll O4 - HKLM\..\Run: [NvCplDaemon] RUNDLL32.EXE C:\WINDOWS\System32\NvCpl.dll,NvStartup O4 - HKLM\..\Run: [nwiz] nwiz.exe /installquiet O4 - HKLM\..\Run: [BCMSMMSG] BCMSMMSG.exe O4 - HKLM\..\Run: [SunJavaUpdateSched] C:\Program Files\Java\j2re1.4.2_04\bin\jusched.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: [dla] C:\WINDOWS\system32\dla	fswctrl.exe O4 - HKLM\..\Run: [UpdateManager] 'C:\Program Files\Common Files\Sonic\Update Manager\sgtray.exe' /r O4 - HKLM\..\Run: [DadApp] C:\Program Files\Dell\AccessDirect\dadapp.exe O4 - HKLM\..\Run: [Dell QuickSet] C:\Program Files\Dell\QuickSet\quickset.exe O4 - HKLM\..\Run: [DVDSentry] C:\WINDOWS\System32\DSentry.exe O4 - HKLM\..\Run: [PCMService] 'C:\Program Files\Dell\Media Experience\PCMService.exe' O4 - HKLM\..\Run: [Symantec NetDriver Monitor] C:\PROGRA~1\SYMNET~1\SNDMon.exe /Consumer O4 - HKLM\..\Run: [ccApp] 'C:\Program Files\Common Files\Symantec Shared\ccApp.exe' O4 - HKLM\..\Run: [URLLSTCK.exe] C:\Program Files\Norton Internet Security\UrlLstCk.exe O4 - HKLM\..\Run: [masqform.exe] C:\Program Files\PureEdge\Viewer 6.0\masqform.exe -UpdateCurrentUser O4 - HKLM\..\Run: [Acrobat Assistant 7.0] 'C:\Program Files\Adobe\Acrobat 7.0\Distillr\Acrotray.exe' O4 - HKCU\..\Run: [MSMSGS] 'C:\Program Files\Messenger\msmsgs.exe' /background O4 - HKCU\..\Run: [SharpTray] 'C:\Program Files\Sharp\Sharpdesk\SharpTray.exe' O4 - HKCU\..\Run: [DellSupport] 'C:\Program Files\Dell Support\DSAgnt.exe' /startup O4 - Global Startup: Adobe Acrobat Speed Launcher.lnk = ? O4 - Global Startup: Adobe Reader Speed Launch.lnk = C:\Program Files\Adobe\Acrobat 7.0\Readereader_sl.exe O4 - Global Startup: Microsoft Office.lnk = C:\Program Files\Microsoft Office\Office\OSA9.EXE O4 - Global Startup: Start Network Scanner Tool.lnk = C:\Program Files\Sharp\Sharpdesk\sdFTP.exe O8 - Extra context menu item: &Google Search - res://C:\Program Files\Google\GoogleToolbar1.dll/cmsearch.html O8 - Extra context menu item: Backward &Links - res://C:\Program Files\Google\GoogleToolbar1.dll/cmbacklinks.html O8 - Extra context menu item: Cac&hed Snapshot of Page - res://C:\Program Files\Google\GoogleToolbar1.dll/cmcache.html O8 - Extra context menu item: Convert link target to Adobe PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIECapture.html O8 - Extra context menu item: Convert link target to existing PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIEAppend.html O8 - Extra context menu item: Convert selected links to Adobe PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIECaptureSelLinks.html O8 - Extra context menu item: Convert selected links to existing PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIEAppendSelLinks.html O8 - Extra context menu item: Convert selection to Adobe PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIECapture.html O8 - Extra context menu item: Convert selection to existing PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIEAppend.html O8 - Extra context menu item: Convert to Adobe PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIECapture.html O8 - Extra context menu item: Convert to existing PDF - res://C:\Program Files\Adobe\Acrobat 7.0\Acrobat\AcroIEFavClient.dll/AcroIEAppend.html O8 - Extra context menu item: Si&milar Pages - res://C:\Program Files\Google\GoogleToolbar1.dll/cmsimilar.html O8 - Extra context menu item: Translate into English - res://C:\Program Files\Google\GoogleToolbar1.dll/cmtrans.html O9 - Extra button: (no name) - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\WINDOWS\system32\msjava.dll O9 - Extra 'Tools' menuitem: Sun Java Console - {08B0E5C0-4FCB-11CF-AAA5-00401C608501} - C:\WINDOWS\system32\msjava.dll O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe O16 - DPF: {04E214E5-63AF-4236-83C6-A7ADCBF9BD02} (HouseCall Control) - http://housecall60.trendmicro.com/housecall/xscan60.cab O16 - DPF: {17492023-C23A-453E-A040-C7C580BBF700} (Windows Genuine Advantage Validation Tool) - http://go.microsoft.com/fwlink/?linkid=39204 O16 - DPF: {2B323CD9-50E3-11D3-9466-00A0C9700498} (Yahoo! Audio Conferencing) - http://us.chat1.yimg.com/us.yimg.com/i/chat/applet/v45/yacscom.cab O16 - DPF: {644E432F-49D3-41A1-8DD5-E099162EEEC5} (Symantec RuFSI Utility Class) - http://security.symantec.com/sscv6/SharedContent/common/bin/cabsa.cab O16 - DPF: {7D1E9C49-BD6A-11D3-87A8-009027A35D73} (Yahoo! Audio UI1) - http://chat.yahoo.com/cab/yacsui.cab O16 - DPF: {B9191F79-5613-4C76-AA2A-398534BB8999} - http://us.dl1.yimg.com/download.yahoo.com/dl/installs/suite/yautocomplete.cab O16 - DPF: {E5D419D6-A846-4514-9FAD-97E826C84822} - http://fdl.msn.com/zone/datafiles/heartbeat.cab O16 - DPF: {F58E1CEF-A068-4C15-BA5E-587CAF3EE8C6} (MSN Chat Control 4.5) - http://chat.msn.com/controls/msnchat45.cab O17 - HKLM\System\CCS\Services\Tcpip\Parameters: Domain = kha.org O17 - HKLM\Software\..\Telephony: DomainName = kha.org O17 - HKLM\System\CS1\Services\Tcpip\Parameters: Domain = kha.org O23 - Service: Adobe LM Service - Adobe Systems - C:\Program Files\Common Files\Adobe Systems Shared\Service\Adobelmsvc.exe O23 - Service: Symantec Event Manager (ccEvtMgr) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccEvtMgr.exe O23 - Service: Symantec Network Proxy (ccProxy) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccProxy.exe O23 - Service: Symantec Password Validation (ccPwdSvc) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccPwdSvc.exe O23 - Service: Symantec Settings Manager (ccSetMgr) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\ccSetMgr.exe O23 - Service: ISSvc (ISSVC) - Symantec Corporation - C:\Program Files\Norton Internet Security\ISSVC.exe O23 - Service: Norton AntiVirus Auto-Protect Service (navapsvc) - Symantec Corporation - C:\Program Files\Norton Internet Security\Norton AntiVirus
avapsvc.exe O23 - Service: NVIDIA Driver Helper Service (NVSvc) - NVIDIA Corporation - C:\WINDOWS\System32
vsvc32.exe O23 - Service: SAVScan - Symantec Corporation - C:\Program Files\Norton Internet Security\Norton AntiVirus\SAVScan.exe O23 - Service: ScriptBlocking Service (SBService) - Symantec Corporation - C:\PROGRA~1\COMMON~1\SYMANT~1\SCRIPT~1\SBServ.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 Core LC - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\CCPD-LC\symlcsvc.exe O23 - Service: SymWMI Service (SymWSC) - Symantec Corporation - C:\Program Files\Common Files\Symantec Shared\Security Center\SymWSC.exe O23 - Service: WLTRYSVC - Unknown owner - C:\WINDOWS\System32\WLTRYSVC.EXE

ky331 · Answer

problems with Microsoft WORD are often the result of the template file NORMAL.DOT becoming "corrupted" [or too large].

Be advised that NORMAL.DOT may contain any "customizations" you made in WORD... for example, if you changed the default "toolbar", by adding/deleting/rearranging features of your choice. As a consequence of this "fix", ALL such customizations will be lost, and the original/default WORD settings will be reinstated. However, this is a minimal "price" to pay if it gets WORD to run again.

Here's what you should try:

Search your disk [START, SEARCH, FOR FILES OR FOLDERS] for files named NORMAL.DOT

[Make sure to start your search in the ROOT directory, drive:\ , and include ALL subdirectories]

you may find several copies. Rename each copy you find, from NORMAL.DOT to NORMAL.SAV

When you're done renaming them all, try running WORD again, to see if it opens/works properly now.

If it works, WORD will automatically create/generate a new NORMAL.DOT file (depending on your version of WORD, either immediately, or "eventually"), and if so, you can (optionally) go back and delete all the "bad" NORMAL.SAV files.

[The "standard" advice is to simply/immediately delete all the copies of NORMAL.DOT. I prefer the rename approach, so the files are still around, just in case this "fix" doesn't work. the worst that can happen, if things are still bad, is to go back and undo this change... that is to say, rename the NORMAL.SAV's back to NORMAL.DOT's... at which point, you're back to where you started, and can look for another fix if necessary]

kckha · Answer

Thanks for the reply, ky331. Did as you suggested. Word will now open to a blank screen, but still then freezes. I was wrong in my initial post, too. Excell will open to a blank page but then it freezes, too.

I took the initiatize to reinstall Office, but it doesn't work after it, either.

Did you see anything in my HJT log that might be suspicious?

Thanks again for your assistance.

ky331 · Answer

in terms of HJT, i'm 'specializing' in only certain types of infections, such as WinFixer, MorWilSearch, and NAIL... none of which seem to be showing up in your log.   as for the remainder of your log, i'm gonna try to call this thread to the attention of a colleague, who's more qualified in 'general' HJT analysis.   Please be advised that we're very 'understaffed' at the moment, and several people were/are away for New Year's, so I can't make any guarantee as to when the next helper will arrive.   Good luck.   P.S.   the  Normal.Dot  approach handles many (most??) WORD problems... so it was certainly worth a shot.   it seems like it made a 'minor' improvement in your case... but clearly, there's still a long way to go.

kckha · Answer

Thanks ky331... I understand that small improvements are sometimes the only way to make headway with these issues, and thank you for your time.  I also understand the staffing issue, especially with the holidays.  Anything you or your colleagues can do is appreciated.

kckha · Answer

ky331 ~ Think I have the problem resolved. In looking at this problem in more detail, both Word and Excel were freezing when NIS was attempting to do a scan when opening each program. I disabled the scan, ,and they now both open fine.

Now, if I could get some clear direction on the ccApp issue, my computer would do faster shutdowns.

Thanks for your help.

ky331 · Answer

See if the following applies/helps...

http://service1.symantec.com/SUPPORT/nav.nsf/8f5c7cd41b939149882570cb0002455e/10c2fdd9a6f5d98288256d75006b7b86?OpenDocument&src=bar_sch_nam&seg=ag

this document references Norton 2005 , so if you have an earlier version, you might want to SEARCH their web-site, to see if there's another document available.

Virus & Spyware

Word won't open & ccApp Issues

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