Windows Update problem (install fails)

[Fred69]

I worked on one of my customers PC and I still don't find the problem. It seems there were virus on his pc but I installed AVG antivirus, updated the database then I removed a lot of "infected" files. I didn't see any Virus itself but only files infected by virus(strange isn't?). So i "moved to vault" a lot of files like her screensaver, the adobe reader main EXE...and other Exe and TMP files ...etc. So I feel uncomfortable because some of her tools don't work now. I wanted to update Windows, because, as security, she had only SP1 and the default firewall of this windows version.

But here is the thing: some updates worked, but after reboot, there were still 3 updates not done. Theses 3 security updates are needed before installing Service pack 2 I think (The sp2 is not shown in Windows Update for now). BUT THEY DON'T INSTALL! Theses 3 littles updates are detected, downloaded but after download the WindowsUpdate main window say: cannot be installed...

Another problem: all her hotmail emails has been deleted and she can't receive email from friends except others Hotmail users. Why only other hotmail users? She can send emails no problem at all.

What programs the PC has now:

AVG updated - no virus now
Adaware6 updated - nothing detected (but some cookies..)
The default firewall

What I will do is:

-be sure that the Sytem Restore is desactived
-install a better Antivirus like kaspersky
-rescan all the disk with it
-scan the disk with AdAware personal SE and not 6 because its better
-try little removal tools from Symantec for Virus of the same day when troubles began
-reinstall her tools

what do you thing? WHAT IS THIS VIRUS?
please feel free giving your opinion.
Fred.

 

[linney]

OLEXP: Known Issues with Hotmail 222984

http://support.microsoft.com/default.aspx?scid=kb;en-us;222984&FR=1&PA=1&SD=HSCH

Outlook Express can use and display multiple e-mail accounts. The Inbox in the Local folder is associated with Post Office Protocol (POP3) accounts from your Internet service provider (ISP). The Inbox in the Hotmail account is strictly for Hotmail accounts.

OLEXP: How to Configure Outlook Express to Use a Hotmail Account 220852

http://support.microsoft.com/default.aspx?scid=kb;en-us;220852&FR=1&PA=1&SD=HSCH

You cannot install some updates or programs

http://support.microsoft.com/Default.aspx?kbid=822798

 

[Fred69]

Hmm, she had no problem before with his hotmail... why adruptly his outlook configuration changed? it's possible, because it would explain why she could send emails (smtp = no problem) but not receive some times(pop3=only working for hotmail servers).. I think you've got it thanks!

For updates, i already tried theses steps on Microsoft support page: no results.

I will look for the virus with an updated kaspersky AV, and I'll do this offline with a fresh burned CD i made to help me out (i've put the updates on it).

I will also try to install ZoneAlarm in a beginner mode, because my customer can't really understand how to click "accept or deny" each time a program wants to go over Internet.

 

[bcastner]

Quite frankly, I would do a clean re-install of XP in this case.

Using a slipstream of Service Pack 2: thread779-900263

You will have perpetual issues otherwise. Your antivirus software has likely "quarantined" some critical system files that were compromised by the virus.

 

[linney]

Which updates are giving trouble and what information is available via the logging of Windows Update (Windows Update.log) and the various KBxxxxxx.log in the Windows folder?

 

[Fred69]

You think downloading Sp2 from WinUpdate will give me corrupt downloads?? But if I clean her PC with, like I said, kaspersky and before this I execute a cumulative database update from a cd, it would be ok?no? and if I install Zonealarm it could block the virus being redownloaded before I do windows updates? mmmh virus are very hard theses days! Why the sp2 is not directly downloadable from microsoft.com in a single file, like for Sp1?

I don't remember the 3 names of the updates, but they were security updates only, and they were small: aprox 150-300k each I think. I'm going to her home today I hope it will work, because in addition she's cute

 

[linney]

SP2 is freely available on CD, from many Computer Stores, it is on many Cd's attached to Computer Magazines, even Microsoft, perhaps colleagues or friends will have the CD.

http://www.microsoft.com/windowsxp/downloads/updates/sp2/cdorder/en_us/default810.mspx

You are correct that it will not install on a machine that is compromised with adware, spyware or virus infection.

 

[Fred69]

Here are the not working updates:

Mise à jour de sécurité pour Windows XP (KB840987)
Taille habituelle du téléchargement : 841 Ko, 3 minutes

Mise à jour de sécurité pour Windows XP (KB841533)

Mise à jour de sécurité pour Windows XP (KB873376)


There is no download delay when I download it, like if they are already in a the temp folder.. The progress bar go right to the end and after this it said that the install has failed. How can I delete this folder or clear the temp files????

 

[linney]

This program will tell you what updates are installed and which ones need to be reinstalled.
Belarc Advisor:

http://www.belarc.com/free_download.html

These articles may help with why the updates are failing, but as I said before the logs will tell you more. Cleaning out Temporary Internet Files, Temp Folders and anywhere a Search locates those KB's may help.

Where this link mentions SP1 you may need to substitute SP2.

http://www.jsiinc.com/SUBK/tip5200/rh5267.htm

817753 - Errors Occur When You Try to Install Updates from the Windows Update Web Site

http://support.microsoft.com/default.aspx?scid=kb;en-us;817753&FR=1&PA=1&SD=HSCH

319109 - Windows Update Site Lists Updates That You Already Installed

http://support.microsoft.com/default.aspx?scid=kb;en-us;319109&FR=1&PA=1&SD=HSCH

Windows Update Troubleshooter

http://v4.windowsupdate.microsoft.com/troubleshoot/

This site will allow you to obtain a manual download of troublesome updates.

http://v4.windowsupdate.microsoft.com/catalog/en/default.asp

I agree with "Bcastner" that this mess might be more easily fixed with a clean install of XP and an update to SP2, which would remove any need for those troublesome updates, as they are all negated by SP2.