Expert: Brian Benosky - 12/11/2008

Question
When I restarted my computer today for the first time since defragging it still took 9 minutes to start up completely, to where it went to open messenger...When I went to open Outlook here is the message I got:



Outlook experienced a serious error the last time the add-in'c:\programfiles\networkassociates\virusscan.dll' was opened. Would you like to disable this add-in? To reacitvate this add-inn click about Microsoft Office Outlook on the help menu and then click disable items



Not knowing what that meant I chose to disable it and can go back per those instructions and enable it again.

When I restarted my computer today for the first time since defragging it still took 9 minutes to start up completely, to where it went to open messenger...When I went to open Outlook here is the message I got:



Outlook experienced a serious error the last time the add-in'c:\programfiles\networkassociates\virusscan.dll' was opened. Would you like to disable this add-in? To reacitvate this add-inn click about Microsoft Office Outlook on the help menu and then click disable items



Not knowing what that meant I chose to disable it and can go back per those instructions and enable it again.

I am worried that something may have attacked my computer.
My sister sent me this link and advice for your help based on the above information. I've followed your instructions above and following is the notepad from Hijack This you asked for.

Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 1:53:35 PM, on 12/11/2008
Platform: Windows XP SP1 (WinNT 5.01.2600)
MSIE: Internet Explorer v6.00 SP1 (6.00.2800.1106)
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\spoolsv.exe
C:\Program Files\Citrix\ICA Client\ssonsvr.exe
C:\WINDOWS\system32\Ati2evxx.exe
C:\WINDOWS\Explorer.EXE
C:\WINDOWS\AGRSMMSG.exe
C:\PROGRA~1\ThinkPad\PkgMgr\HOTKEY\TPHKMGR.exe
C:\ePOAgent\UpdaterUI.exe
C:\Program Files\Network Associates\VirusScan\SHSTAT.EXE
C:\Program Files\ThinkPad\PkgMgr\HOTKEY\TPONSCR.exe
C:\Program Files\Synaptics\SynTP\SynTPLpr.exe
C:\Program Files\ThinkPad\PkgMgr\HOTKEY_1\TpScrex.exe
C:\Program Files\Synaptics\SynTP\SynTPEnh.exe
C:\Program Files\ScanSoft\OmniPageSE2.0\OpwareSE2.exe
C:\ePOAgent\FrameworkService.exe
C:\Program Files\QuickTime\qttask.exe
C:\Program Files\iTunes\iTunesHelper.exe
C:\Program Files\Network Associates\VirusScan\mcshield.exe
C:\Program Files\Network Associates\VirusScan\vstskmgr.exe
C:\Program Files\Common Files\Microsoft Shared\VS7DEBUG\MDM.EXE
C:\Program Files\Analog Devices\SoundMAX\SMAgent.exe
C:\WINDOWS\System32\svchost.exe
C:\WINDOWS\system32\TpKmpSVC.exe
C:\Program Files\VNC\WinVNC\WinVNC.exe
C:\Program Files\Linksys\Wireless-G Notebook Adapter\OdHost.exe
C:\Program Files\Linksys\Wireless-G Notebook Adapter\WPC54Cfg.exe
C:\Program Files\Canon\CAL\CALMAIN.exe
C:\Program Files\iPod\bin\iPodService.exe
C:\Program Files\MSN Messenger\usnsvc.exe
C:\Program Files\Internet Explorer\iexplore.exe
C:\Program Files\Common Files\Microsoft Shared\Windows Live\WLLoginProxy.exe
C:\Program Files\Trend Micro\HijackThis\HijackThis.exe
C:\ePOAgent\McScript_InUse.exe
C:\Program Files\Network Associates\VirusScan\MCUPDATE.EXE

R1 - HKCU\Software\Microsoft\Internet Explorer\Main,Search Bar = http://search.netzero.net/
R1 - HKLM\Software\Microsoft\Internet Explorer\Main,Default_Page_URL = http://my.netzero.net/s/sp?r=al&cf=sp
O2 - BHO: Adobe PDF Reader Link Helper - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Adobe\Acrobat 7.0\ActiveX\AcroIEHelper.dll
O2 - BHO: (no name) - {7E853D72-626A-48EC-A868-BA8D5E23E045} - (no file)
O2 - BHO: Windows Live Sign-in Helper - {9030D464-4C02-4ABF-8ECC-5164760863C6} - C:\Program Files\Common Files\Microsoft Shared\Windows Live\WindowsLiveLogin.dll
O3 - Toolbar: &Radio - {8E718888-423F-11D2-876E-00A0C9082467} - C:\WINDOWS\System32\msdxm.ocx
O3 - Toolbar: Easy-WebPrint - {327C2873-E90D-4c37-AA9D-10AC9BABA46C} - C:\Program Files\Canon\Easy-WebPrint\Toolband.dll
O4 - HKLM\..\Run: [ATIModeChange] Ati2mdxx.exe
O4 - HKLM\..\Run: [AGRSMMSG] AGRSMMSG.exe
O4 - HKLM\..\Run: [TPHOTKEY] C:\PROGRA~1\ThinkPad\PkgMgr\HOTKEY\TPHKMGR.exe
O4 - HKLM\..\Run: [TPKMAPHELPER] C:\Program Files\ThinkPad\Utilities\TpKmapAp.exe -helper
O4 - HKLM\..\Run: [WinVNC] "C:\Program Files\VNC\WinVNC\WinVNC.exe" -servicehelper
O4 - HKLM\..\Run: [McAfeeUpdaterUI] "C:\ePOAgent\UpdaterUI.exe" /StartedFromRunKey
O4 - HKLM\..\Run: [ShStatEXE] "C:\Program Files\Network Associates\VirusScan\SHSTAT.EXE" /STANDALONE
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: [IgfxTray] C:\WINDOWS\System32\igfxtray.exe
O4 - HKLM\..\Run: [HotKeysCmds] C:\WINDOWS\System32\hkcmd.exe
O4 - HKLM\..\Run: [OpwareSE2] "C:\Program Files\ScanSoft\OmniPageSE2.0\OpwareSE2.exe"
O4 - HKLM\..\Run: [QuickTime Task] "C:\Program Files\QuickTime\qttask.exe" -atboottime
O4 - HKLM\..\Run: [iTunesHelper] "C:\Program Files\iTunes\iTunesHelper.exe"
O4 - HKCU\..\Run: [MsnMsgr] "C:\Program Files\MSN Messenger\MsnMsgr.Exe" /background
O4 - Global Startup: Adobe Reader Speed Launch.lnk = C:\Program Files\Adobe\Acrobat 7.0\Reader\reader_sl.exe
O4 - Global Startup: Wireless-G Notebook Adapter Utility.lnk = C:\Program Files\Linksys\Wireless-G Notebook Adapter\Startup.exe
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MICROS~2\OFFICE11\EXCEL.EXE/3000
O8 - Extra context menu item: Easy-WebPrint Add To Print List - res://C:\Program Files\Canon\Easy-WebPrint\Resource.dll/RC_AddToList.html
O8 - Extra context menu item: Easy-WebPrint High Speed Print - res://C:\Program Files\Canon\Easy-WebPrint\Resource.dll/RC_HSPrint.html
O8 - Extra context menu item: Easy-WebPrint Preview - res://C:\Program Files\Canon\Easy-WebPrint\Resource.dll/RC_Preview.html
O8 - Extra context menu item: Easy-WebPrint Print - res://C:\Program Files\Canon\Easy-WebPrint\Resource.dll/RC_Print.html
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MICROS~2\OFFICE11\REFIEBAR.DLL
O14 - IERESET.INF: START_PAGE_URL=http://my.netzero.net/s/sp?r=al&cf=sp
O16 - DPF: {49232000-16E4-426C-A231-62846947304B} (SysData Class) - http://ipgweb.cce.hp.com/rdqaio2/downloads/sysinfo.cab
O16 - DPF: {88D969C0-F192-11D4-A65F-0040963251E5} (XML DOM Document 4.0) - http://ipgweb.cce.hp.com/rdqaio2/downloads/msxml4.cab
O23 - Service: Ati HotKey Poller - Unknown owner - C:\WINDOWS\System32\Ati2evxx.exe
O23 - Service: Canon Camera Access Library 8 (CCALib8) - Canon Inc. - C:\Program Files\Canon\CAL\CALMAIN.exe
O23 - Service: IBM PM Service (IBMPMSVC) - Unknown owner - C:\WINDOWS\System32\ibmpmsvc.exe
O23 - Service: iPod Service - Apple Inc. - C:\Program Files\iPod\bin\iPodService.exe
O23 - Service: McAfee Framework Service (McAfeeFramework) - Network Associates, Inc. - C:\ePOAgent\FrameworkService.exe
O23 - Service: Network Associates McShield (McShield) - Network Associates, Inc. - C:\Program Files\Network Associates\VirusScan\mcshield.exe
O23 - Service: Network Associates Task Manager (McTaskManager) - Network Associates, Inc. - C:\Program Files\Network Associates\VirusScan\vstskmgr.exe
O23 - Service: NICSer_WPC54G - Unknown owner - C:\Program Files\Linksys\Wireless-G Notebook Adapter\NICServ.exe
O23 - Service: SoundMAX Agent Service (SoundMAX Agent Service (default)) - Analog Devices, Inc. - C:\Program Files\Analog Devices\SoundMAX\SMAgent.exe
O23 - Service: IBM KCU Service (TpKmpSVC) - Unknown owner - C:\WINDOWS\system32\TpKmpSVC.exe
O23 - Service: VNC Server (winvnc) - RealVNC Ltd. - C:\Program Files\VNC\WinVNC\WinVNC.exe

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End of file - 6568 bytes  

Answer
Hi Annie

Your log file is clean, so there is no malware causing the error.  You don't say which Office version you are using.  For Office 2007, open Outlook then try clicking Tools > Trust Center > Add-Ins, then disable any Network Associates add-ons.  For other versions, open Outlook and click Options > Other tab > Advanced Options > Add-in Manager then uncheck  the Network Associates add-ons.

Brian