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Stone Esquire
bluemoon
Posts: 1
Registered: ‎07-16-2011
Accepted Solution

Trend Micro won't open

Our Trend Micro won't start. We ran Hijackthis and the log is attached.  Can someone take a look a let us know how to proceed?  Thanks!

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Trend Micro Employee
arteec
Posts: 1,302
Registered: ‎07-08-2010

Re: Trend Micro won't open

Hi bluemoon,

 

I have checked on your Hijackthis log and found that this is clean.

 

Regarding the main console, you can try applying the hot fix for this issue.

 

Hope this helps!

 

Regards,

 

Artee :smileyhappy:


I am a Trend Micro employee. My comments and advice come from my personal knowledge and experience. I’m happy to volunteer what I can to help others have a great Trend Micro experience.
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Stone Esquire
sickdrifts
Posts: 4
Registered: ‎09-05-2011

Re: Trend Micro won't open

Hi,

 

I recently removed some malware using another application, but now my TM Antivirus+Antispyware will not open. It just flashes the icon and disappears. I have scanned my computer in safe mode and it scans clean. I tried the hot fix for this issue without any luck. I have attached a hijack this log. Can someone please take a look at this for me?

 

Thanks!

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Legendary Noble
malwarekiller
Posts: 3,983
Registered: ‎08-08-2011

Re: Trend Micro won't open

 bluemoon:Your logs dont look clean....Please tick the enteries given in the attachment of this post in hijack this and click fix checked...

 


Please download Malwarebytes' Anti-Malware from Here

Double Click mbam-setup.exe to install the application.

  • Make sure a checkmark is placed next to Update Malwarebytes' Anti-Malware and Launch Malwarebytes' Anti-Malware, then click Finish.
  • If an update is found, it will download and install the latest version.
  • Once the program has loaded, select "Perform Quick Scan", then click Scan.
  • The scan may take some time to finish,so please be patient.
  • When the scan is complete, click OK, then Show Results to view the results.
  • Make sure that everything is checked, and click Remove Selected.
  • When disinfection is completed, a log will open in Notepad and you may be prompted to Restart.(See Extra Note)
  • The log is automatically saved by MBAM and can be viewed by clicking the Logs tab in MBAM.
  • Copy&Paste the entire report in your next reply.

If MBAM encounters a file that is difficult to remove,you will be presented with 1 of 2 prompts,click OK to either and let MBAM proceed with the disinfection process,if asked to restart the computer,please do so immediately.

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Legendary Noble
malwarekiller
Posts: 3,983
Registered: ‎08-08-2011

Re: Trend Micro won't open

SIckdrifts:Your logs dont look clean....Please tick the enteries given in the attachment of this post in hijack this and click fix checked...

 


Please download Malwarebytes' Anti-Malware from Here

Double Click mbam-setup.exe to install the application.

  • Make sure a checkmark is placed next to Update Malwarebytes' Anti-Malware and Launch Malwarebytes' Anti-Malware, then click Finish.
  • If an update is found, it will download and install the latest version.
  • Once the program has loaded, select "Perform Quick Scan", then click Scan.
  • The scan may take some time to finish,so please be patient.
  • When the scan is complete, click OK, then Show Results to view the results.
  • Make sure that everything is checked, and click Remove Selected.
  • When disinfection is completed, a log will open in Notepad and you may be prompted to Restart.(See Extra Note)
  • The log is automatically saved by MBAM and can be viewed by clicking the Logs tab in MBAM.
  • Copy&Paste the entire report in your next reply.

If MBAM encounters a file that is difficult to remove,you will be presented with 1 of 2 prompts,click OK to either and let MBAM proceed with the disinfection process,if asked to restart the computer,please do so immediately.

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Stone Esquire
sickdrifts
Posts: 4
Registered: ‎09-05-2011

Re: Trend Micro won't open

Thanks for your reply. I was able to delete most of the files listed in your log except for the two listed below. I was unable to find them check boxes for them in the hijack this scan logs. I tried to search and delete them, but they are protected. My first scan with MB removed a few items, and now scans clean, but I am still unable to open my main Trend Micro Console. Please see the attached updated hijack this and MB scan logs. Your help is greatly appreciated.

 

Thanks!

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Stone Esquire
sickdrifts
Posts: 4
Registered: ‎09-05-2011

Re: Trend Micro won't open

Forgot to add these...

 

C:\WINDOWS\ALCMTR.EXE
C:\WINDOWS\AGRSMMSG.exe

 

Thanks!

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Legendary Noble
malwarekiller
Posts: 3,983
Registered: ‎08-08-2011

Re: Trend Micro won't open

So subject to no further problems?

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Stone Esquire
sickdrifts
Posts: 4
Registered: ‎09-05-2011

Re: Trend Micro won't open

I still have the same original problem. My Trend Micro Antivirus + Antispyware still doesn't open. It just flashes the icon and disappears.

 

 

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Legendary Noble
malwarekiller
Posts: 3,983
Registered: ‎08-08-2011

Re: Trend Micro won't open

Time for the big boy...

 



SPECIAL THANKS TO BLEEPINGCOMPUTERS.

THIS WILL KILL ALL THE MALWARE SHOT DEAD.READ ALL THE STEPS VERY CAREFULLY.

http://www.bleepingcomputer.com/download/anti-virus/combofix

download ComboFix, click on one of the links above, and at the page that opens, please click on the download link for ComboFix. When you click on the link you will see a download prompt similar to the one below.

Download ComboFix Screenshot
Download ComboFix Prompt
Click on the Save button, and when it asks you where to save it, make sure you save it directly to your Windows Desktop. An image showing this is below.
Downloading ComboFix to the Desktop
Downloading ComboFix to the Desktop
When you have the Save as screen configured to save ComboFix.exe to the Desktop, click on the Save button. ComboFix will now start downloading to your computer. If you are on a dialup, this may take a few minutes. When ComboFix has finished downloading you will now see an icon on your desktop similar to the one below.
ComboFix Icon
ComboFix Icon
We are almost ready to start ComboFix, but before we do so, we need to take some preventative measures so that there are no conflicts with other programs when running ComboFix. At this point you should do the following:
  • Close all open Windows including this one. 
  • Close or disable all running Antivirus, Antispyware, and Firewall programs as they may interfere with the proper running of ComboFix. Instructions on disabling these type of programs can be found in this topic.

Once these two Steps have been completed, double-click on the ComboFix icon found on your desktop. Please note, that once you start ComboFix you should not click anywhere on the ComboFix window as it can cause the program to stall. In fact, when ComboFix is running, do not touch your computer at all. The scan could take a while, so please be patient.
Once you double-click on the icon, you may see a screen similar to the one below.

Windows Open File Security Warning
Windows Open File Security Warning
Windows is issuing this prompt because ComboFix does not have a digital signature. This is perfectly normal and safe and you can click on theRun button to continue. If you are using Windows Vista or Windows 7, and receive UAC prompt asking if you would like to continue running the program, you should press the Yes button.

You will now see the ComboFix disclaimer screen as shown below.

ComboFix Disclaimer screen
ComboFix Disclaimer
Please read through the disclaimer and if you do not agree to it, then please click on the Cancel button to exit the program. Otherwise, to continue you should click on the I agree button. If you clicked on I Agree, ComboFix will now install itself on to your computer. When it is done, a blue screen will appear as shown below.
ComboFix is Preparing to Run
ComboFix is Preparing to Run
ComboFix is now preparing to run. When it has finished ComboFix will automatically attempt to create a System Restore point so that if any problems occur while using the program you can restore back to your previous configuration. When ComboFix has finished creating the restore point, it will then backup your Windows Registry as shown in the image below.
ComboFix is backing up the Windows Registry
ComboFix is backing up the Windows Registry
Once the Windows Registry has finished being backed up, ComboFix will attempt to detect if you have the Windows Recovery Console installed. If you already have it installed, you can skip to this section and continue reading. Otherwise you will see the following message as shown below:
ComboFix Recovery Console
ComboFix Recovery Console


 please click on the Yes button in order for ComboFix to continue. Please follow the steps and instructions given by ComboFix in order to finish the installation of the Recovery Console. Once it has finished installing, you will be presented with the screen shown below.

At the above
ComboFix Recovery Console Finished
ComboFix Recovery Console Finished


You should now press the Yes button to continue. If at any time during the Recovery Console installation you receive a message stating that it failed to install, please allow ComboFix to continue with the scan of your computer. When it is done, and a log has been created, you can then perform the manual install of the Recovery Console using the steps found in the Manually installing the Windows Recovery Console section.
ComboFix will now disconnect your computer from the Internet, so do not be surprised or concerned if you receive any warnings stating that you are no longer on the Internet. When ComboFix has finished it will automatically restore your Internet connection.
ComboFix will now start scanning your computer for known infections. This can take some time, so please be patient.
ComboFix is scanning the computer for infections
ComboFix is scanning the computer for infections
While the program is scanning your computer, it will change your clock format, so do not be concerned when you see this happen. When ComboFix is finished it will restore your clock settings to their previous settings. You will also see the text in the ComboFix window being updated as it goes through the various stages of its scan. An example of this can be seen below.
Stages of the ComboFix AutoScan
Stages of the ComboFix AutoScan
At the time of this writing there are a total of 50 stages as shown in the image below, so please be patient. The amount of stages will go up as time goes on, so if the amount of stages is different when you run it, please do not be concerned.
34th Stage of the ComboFix AutoScan
34th Stage of the ComboFix AutoScan
When ComboFix has finished running, you will see a screen stating that it is preparing the log report as shown below.
ComboFix is preparing the log report
ComboFix is preparing the log report
This can take a while, so please be patient. If you see your Windows desktop disappear, do not worry. This is normal and ComboFix will restore your desktop before it is finished. Eventually you will see a new screen that states the program is almost finished and telling you the programs log file, or report, will be located at C:\ComboFix.txt. This can be seen in the image below.
ComboFix is almost done!
ComboFix is almost done!
When ComboFix has finished, it will automatically close the program and change your clock back to its original format. It will then display the log file automatically for you as shown below.
ComboFix Log File
ComboFix Log File
You should now post this log as a reply to the topic where you were asked to run combofix. 
Repair Internet connection via Tray Icon

If, by some chance, you no longer have access to your Internet connection after running ComboFix then the first thing to try is to reboot your computer. This step alone should fix the vast majority of issues with no Internet connection after running ComboFix. If you still do not have an Internet connection after rebooting then please perform the following steps:

  1. Click on the Start button.
  2. Click on the Settings menu option.
  3. Click on the Control Panel option.
  4. When the Control Panel opens, double-click on the Network Connections icon. If your Control Panel is set to Category View, then double-click on Network and Internet Connections and then click on Network Connections at the bottom.
  5. You will now see a list of available network connections. Locate the connection for your Wireless or Lan adapter and right-click on it.
  6. You will now see a menu similar to the image below. Simply click on the Repair menu option.


    Repair Internet Connection
    Repair Internet Connection
  7. Let the repair process perform its tasks and when it has finished, your Internet connection should be working again.

Alternatively, if your network icon also appears on the Windows taskbar, then you can repair it by right-clicking on the icon and selecting Repair as shown below.

 

Repair Internet connection via Tray Icon

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