Expert: Lorry - 12/12/2009

Question
QUESTION: when I try to update my MSN, it says "could not open the key: HKEY_LOCAL_MACHINESOFTWAREMicrofostWindowscurrentVersionExplorerBrowser Helper Objects{7E853D72-626A-48EC-A868-BA8D5E23E045}" I tried to uninstall the MSN but it gives me the same result. I also tried to open the "Brower Helper Object" with Registry Editor, but it says "Browser Helper Objects cannot be opened. An error is preventing this key from being opened. Details: Access is denied." please help me to solve this question.
thanks!

ANSWER: Hi Tina,

Using Internet Explorer, go to:

http://security.symantec.com/sscv6/WelcomePage.asp

Click "Continue to Symantec Security Check", in the next window click No when asked if you want to close this window, that will bring you to a window where you should click Virus Detection.

Write down exactly anything it finds, then go to: http://www.symantec.com/search/  and do a search for what was found. Symantec usually has a removal tool and/or directions for removing manually. Make sure that you follow the instructions for removal, step by step, especially the part regarding disabling System Restore.

I would also suggest downloading Malwarebytes Anti-Malware  from:

http://download.cnet.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html

Check for updates before running Malwarebytes.

Hope this helps!
Lorry

---------- FOLLOW-UP ----------

QUESTION: Hi, Lorry:
No viruses were detected in memory.

Your computer is free of known threats.  Virus Detection does not check compressed files.

Your computer appears safe for now.  For real-time protection from viruses, hackers and privacy threats, upgrade to Norton Internet Security™.


No viruses were detected in memory.

The scan was cancelled before finishing. To restart the scan, click here.

Your computer is free of known threats.  Virus Detection does not check compressed files.

Your computer appears safe for now.  For real-time protection from viruses, hackers and privacy threats, upgrade to Norton Internet Security™.

Search for the name of the threat(s) listed below on the Symantec Security Response site for removal information.

Warning! The scan detected a virus that is active in your computer's memory.
The scan ended to prevent further infection.

You should shut down your computer immediately and restart it with an antivirus rescue disk or similar tool.

No viruses were detected in memory.

Your computer is infected with at least one known virus or Trojan horse.

Search for the name of the threat(s) listed below on the Symantec Security Response site for removal information.

No viruses were detected in memory.

Your computer is infected with at least one known virus or Trojan horse.

Note: The scan was cancelled before finishing. There may be more infected files on this computer.

Search for the name of the threat(s) listed below on the Symantec Security Response site for removal information.


A scan has not been run. To start Virus Detection, click here.



this is what it says after I use the Symantec Security.

ANSWER: Hi Tina,

Did you run the Malwarebytes scan after checking for updates? Since the Symantrec scan didn't finish, I would suggest downloading the Norton™ AntiVirus 2010 trial for 30 days, make sure you remove before the time is up, otherwise you will end up paying for it.

http://www.symantec.com/norton/downloads/trialsoftware/offer.jsp?pvid=nav2010

Get the updates and then run a scan.

Check out the following for MSN removal instructions:

http://ask-leo.com/how_do_i_uninstall_windows_messenger.html

http://remove-windows-messenger.recover-data.qarchive.org/

http://www.infopackets.com/news/security/2002/20021029_uninstall_msn_messenger_f

Hope this helps!
Lorry

---------- FOLLOW-UP ----------

QUESTION: This doesn't help either.. it gives me that message again:"could not open the key: HKEY_LOCAL_MACHINESOFTWAREMicrofostWindowscurrentVersionExplorerBrowser Helper Objects{7E853D72-626A-48EC-A868-BA8D5E23E045}" . I also used Norton to scan my computer but no virus found.

Answer
Hi Tina,

Asked a friend for their advice, they came back with:

No idea what she did that can be repaired. She may try ccleaner but I don't know if it can repair missing keys.

You may download CCleaner from:

http://www.ccleaner.com/

Hope this helps!
Lorry