cannot install avast - side by side configuration error- laptop had/has malware

hi. i am new here and originally posted on an existing thread here: http://forum.avast.com/index.php?topic=143472.15
my kids got laptops for christmas and before i was able to back them up and install avast on them (they did come with Norton for a month (bleccch)), my son’s laptop had some malware. i ran malwarebytes and spybot to clean up what i could ( i remember websteroids, mypcbackup as being a couple of the programs). btw… my daughters laptop had no issues installing avast as it did not have any malware

i was getting the same side by side configuration error (14001) as found in the linked thread above.

from finding things via google, i tried to install the C++ distributables (2008) and that didnt fix it and lastly i tried using ccleaner to clean up per the instructions provided in the link above.

It was also recommended that i post here and follow the instructions here (http://forum.avast.com/index.php?topic=53253.msg451454#msg451454), which i am about to begin after posting this topic.

although i am almost desperate enough to pay bestbuy to fix it, i am willing to give it a little more time and try to fix. of course i need your expert guidance.

thanks in advance!

If you can get the logs. I can have someone help you with any remaining Malware issues or install issues.

below is my mbam log after running quick scan:
Malwarebytes Anti-Malware (Trial) 1.75.0.1300
www.malwarebytes.org

Database version: v2014.01.25.07

Windows 8 x64 NTFS
Internet Explorer 11.0.9600.16476
panik_000 :: CHRIS-LAPTOP [administrator]

Protection: Enabled

1/25/2014 8:07:39 AM
mbam-log-2014-01-25 (08-07-39).txt

Scan type: Quick scan
Scan options enabled: Memory | Startup | Registry | File System | Heuristics/Extra | Heuristics/Shuriken | PUP | PUM
Scan options disabled: P2P
Objects scanned: 249961
Time elapsed: 3 minute(s), 24 second(s)

Memory Processes Detected: 0
(No malicious items detected)

Memory Modules Detected: 0
(No malicious items detected)

Registry Keys Detected: 1
HKCU\Software\Conduit\ValueApps (PUP.Optional.ValueApps.A) → Quarantined and deleted successfully.

Registry Values Detected: 0
(No malicious items detected)

Registry Data Items Detected: 0
(No malicious items detected)

Folders Detected: 0
(No malicious items detected)

Files Detected: 0
(No malicious items detected)

(end)

my kids got laptops for christmas and before i was able to back them up and install avast on them (they did come with[b] Norton[/b] for a month (bleccch))
did you uninstall Norton before installing avast? did you run Norton removal tool to clear all leftover files that may conflict?

tools found here Nr.#26a http://singularlabs.com/uninstallers/security-software/

attached are the logs (otl.txt and extras.txt)… i did not run aswMBR.exe since it is not win8 compatible.

Pondus, i did not uninstall Norton- and this shouldnt be causing the issue as both laptops have the same programs and my daughters laptop did not have an issue with the avast install.

never install/run multiple AV as this will give you a slow machine, mysterious windows errors and false detections

very good explanation by quietman7 here http://www.bleepingcomputer.com/forums/topic186533.html

avast FAQ - General: Uninstalling a third-party antivirus software http://www.avast.com/en-eu/faq.php?article=AVKB11#artTitle

Point noted. I will work on that once I can get avast successfully installed on this laptop. One step at a time :slight_smile:

Hi could you look in control panel > programs and features and let me know if you have the same c++ programmes as me

https://dl.dropboxusercontent.com/u/73555776/c%2B%2B.JPG

Warning This fix is only relevant for this system and no other, using on another computer may cause problems

Be advised that when the fix commences it will shut down all running processes and you may lose the desktop and icons, they will return on reboot

Run OTL

[*]Under the Custom Scans/Fixes box at the bottom, paste in the following

https://dl.dropbox.com/u/73555776/OTL_Fix.GIF


:Commands
[CREATERESTOREPOINT]

:OTL
IE - HKU\S-1-5-21-635773478-1596369188-2657217390-1005\..\SearchScopes\{014DB5FA-EAFB-4592-A95B-F44D3EE87FA9}: "URL" = http://search.conduit.com/Results.aspx?ctid=CT3319612&octid=EB_ORIGINAL_CTID&SearchSource=58&CUI=&UM=2&UP=SP4CB5C349-F8F6-4537-8497-F05731B110A1&q={searchTerms}&SSPV=
[2014/01/12 17:56:46 | 000,000,000 | ---D | M] (Value Apps) -- C:\Users\panik_000.CHRIS-LAPTOP\AppData\Roaming\mozilla\Firefox\Profiles\eqkyawin.default\extensions\{94cd2cc3-083f-49ba-a218-4cda4b4829fd}
O3:64bit: - HKLM\..\Toolbar: (no name) - Locked - No CLSID value found.
O3 - HKLM\..\Toolbar: (no name) - Locked - No CLSID value found.
O4:64bit: - HKLM..\Run: [] File not found
[2014/01/16 16:04:30 | 000,000,000 | ---D | C] -- C:\ProgramData\boost_interprocess
[2014/01/12 18:00:44 | 000,000,000 | ---D | C] -- C:\Users\panik_000.CHRIS-LAPTOP\AppData\Roaming\systweak

:Commands
[resethosts]
[emptytemp]
[Reboot]

[*]Then click the Run Fix button at the top
[*]Let the program run unhindered, reboot the PC when it is done
[*]Open OTL again and click the Quick Scan button. Post the log it produces in your next reply.

THEN

Please download AdwCleaner by Xplode onto your desktop.

[*]Close all open programs and internet browsers.
[*]Double click on AdwCleaner.exe to run the tool.
[*]Click on Scan.
[*]After the scan is complete click on “Clean”
[*]Confirm each time with Ok.
[*]Your computer will be rebooted automatically. A text file will open after the restart.
[*]Please post the content of that logfile with your next answer.
[*]You can find the logfile at C:\AdwCleaner[S1].txt as well.

i do not have the SQL package nor the 2005/2008 C++ distributables. However, my daughters laptop does not either and had no issues with installing and running avast.

i will run through the other steps you provided and report back.

here is the OTL report after running the quick scan. will install/run adwcleaner and post that log afterwards.

here is the logfile as a result of running adwcleaner

AdwCleaner v3.017 - Report created 25/01/2014 at 09:49:50

Updated 12/01/2014 by Xplode

Operating System : Windows 8.1 (64 bits)

Username : panik_000 - CHRIS-LAPTOP

Running from : C:\Users\panik_000.CHRIS-LAPTOP\Downloads\AdwCleaner.exe

Option : Clean

***** [ Services ] *****

***** [ Files / Folders ] *****

Folder Deleted : C:\Program Files\Conduit
File Deleted : C:\Windows\System32\roboot64.exe

***** [ Shortcuts ] *****

***** [ Registry ] *****

Key Deleted : HKCU\Software\Conduit
Key Deleted : HKCU\Software\systweak
Key Deleted : HKCU\Software\AppDataLow{1146AC44-2F03-4431-B4FD-889BC837521F}
Key Deleted : HKCU\Software\AppDataLow\Software\DynConIE
Key Deleted : HKLM\Software{3A7D3E19-1B79-4E4E-BD96-5467DA2C4EF0}
Key Deleted : HKLM\Software\systweak

***** [ Browsers ] *****

-\ Internet Explorer v11.0.9600.16384

Setting Restored : HKCU\Software\Microsoft\Internet Explorer\Main [Secondary Start Pages]
Setting Restored : HKCU\Software\Microsoft\Internet Explorer\Main [Default_Secondary_Page_URL]
Setting Restored : HKLM\SOFTWARE\Microsoft\Internet Explorer\Main [Default_Secondary_Page_URL]
Setting Restored : HKLM\SOFTWARE\Microsoft\Internet Explorer\Main [Secondary Start Pages]
Setting Restored : [x64] HKLM\SOFTWARE\Microsoft\Internet Explorer\Main [Default_Secondary_Page_URL]
Setting Restored : [x64] HKLM\SOFTWARE\Microsoft\Internet Explorer\Main [Secondary Start Pages]

-\ Mozilla Firefox v26.0 (en-US)

-\ Google Chrome v31.0.1650.63


AdwCleaner[R0].txt - [1916 octets] - [25/01/2014 09:41:43]
AdwCleaner[S0].txt - [1608 octets] - [25/01/2014 09:49:50]

########## EOF - C:\AdwCleaner\AdwCleaner[S0].txt - [1668 octets] ##########

Could you temporarily uninstall Spybot and then

Download Avast Uninstall Utility to your Desktop.
Download the correct version of Avast
Avast Free
Avast Pro
Avast Internet Security
Avast Premier
Disconnect from the net
Uninstall Avast via control panel

[]Run the uninstalltool and accept the reboot to safe mode
[
]Once complete reboot your system
[*]Reinstall Avast


uninstalled spybot and rebooted
downloaded avastclear to desktop
downloaded avast Free
disconnected from internet
tried to uninstall avast from control panel (received error- see below)
ran avastclear in safe mode (selected avast free)
reinstalled avast free

same issue - side by side configuration error.

here is the error log from when i try to uninstall via control panel.

15:27:11Infoinstcont[5092,128]–
15:27:11Infoinstcont[5092,128]2014/01/25 15:27:11 START: Avast installer/updater
15:27:11Infoinstup[5092,128]Command: ‘“C:\Program Files\AVAST Software\Avast\Setup\Instup.exe” /control_panel /instop:uninstall’
15:27:11Infoinstup[5092,128]CPU: Intel(R) Core™ i3-3120M CPU @ 2.50GHz,4
15:27:11Infoinstup[5092,128]OS: ver 6.3, build 9600, sp 0.0 x64
15:27:11Infoinstup[5092,128]Memory: 27% load. Phys:2947260/4070676K free, Page:4194303/4194303K free, Virt:4103172/4194176K free
15:27:11Infoinstup[5092,128]DISKs: C:\ - 638GB free / 689GB total
15:27:11Infoinstup[5092,128]Running module version: ‘9.0.2013.292’
15:27:11Infosimutex[5092,128]Checking for the mutex ownership.
15:27:11Infoguiwizard[5092,128]Setup gui was successfully started.
15:27:19Erroravast_connector[5092,128]Create: LoadLibraryEx(‘Aavm4h.dll’) has failed with code: 14001 (0x000036B1) [The application has failed to start because its side-by-side configuration is incorrect. Please see the application event log or use the command-line sxstrace.exe tool for more detail.]
15:27:19Infoinstupcore[5092,128]Product uninstallation has started.

i am heading out soon and wont be available for most of the afternoon. i will try whatever else you suggest.

Could you download and install the 2008 version of C++ from here http://www.microsoft.com/en-gb/download/details.aspx?id=29

i will do that… but do just want to ask why that would make the difference on this laptop when it is not on the other laptop that i successfully installed avast on? the laptops are identical.

It may be to do with some interference from Norton or just windows being obnoxious

downloaded and installed as requested. what next? i tried to click on avast and same error.

Have you uninstalled Norton using the Norton removal tool ?

No I haven’t. Based on a post above I was going to address norton on both laptops at the same time after this one gets the avast issue resolved… I want to keep the core programs the same on those laptops. But for now I guessing will take heed to your advice and remove norton now. After removing norton what do I need to do? Run the avastclear and reinstall avast?

Yes!