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Never Had So Many Problems with Software Before, Never...

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30 comments

  • Support

    Hi again,

     

    Please, note that Quick Scan in Ad-Aware 11 scans more than in Ad-Aware 10 and therefore takes longer time, but instead it will miss fewer malicious files, registry items and cookies. But it should go in the background and let you do other things with the computer.

     

    Usually Ad-Aware only wants you to scan the computer every third day. With so many new malicious files every day that spread fast, it's hard for all antivirus programs to add new definitions before computers are infected, and it's important to do scans frequently to find malware that are missed when they first enter the computer.

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  • Support

    Hi Theo1882,

     

    Sorry that you got such serious problems after upgrading Ad-Aware, it's definitely not normal. It's possible that not everything of Ad-Aware 10.5 was uninstalled and the left-overs now disturbs your system.

     

    Please, upload logs by following http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/ to make it possible for Lavasoft to investigate the problem.

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  • Customer

    Cecilia,

     

    I have some other things to do today, will get to the logs sometime later today.

     

    That said, would it be easier to just uninstall everything and download 11 again.?

     

    I assume there is an uninstaller?

     

    As for the third day nag, this makes no sense.

     

    Ad-Aware tells me it checks every hour for new definitions - if your software is effective, given the hourly check on definitions, it should catch everything in realtime, as such.

     

    I run my realtime A/V (now Ad-Aware) every Friday, along with the other on-demand scanners (not realtime, on-demand).

     

    Please let me know...

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  • Support

    Theo1882,

     

    No hurry with the logs, my contact person is leaving the office for the weekend any minute now (European time zone).

     

    Sorry, since I don't know why there are problems in your computer, I don't know if an uninstallation and new installation will solve it. But, of course, you can try that after collecting the logs, since it will take several days before you get an answer due to the weekend.

     

    Are the on-demand scanners designed to be used together with another antivirus program?

    It's usually not enough to only turn off real-time protection in antivirus programs to stop its drivers and it's drivers from different programs that collide and give strange problems, e.g. a slow computer. I think the drivers are listed in the System Information log.

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  • Customer

    Yes, the scanners work with each other because they are not realtime, nor are they resident. They are second opinion scanners, like Hitman Pro.

     

    My realtime set up is in layers, I use Microsoft's EMET and WinPatrol as the additional realtime security, neither of which will interfere with Ad-Aware because they are not A/V or A/M software.

     

    In the meantime, there was another update of a new version about 1.5 hours ago.

     

    How often is there a version update? That is 2 just this week.

     

    Is this normal, multiple new versions in a week? Good Lord, it took 30+ minutes to download and install, again, taking over my entire system.

     

    I really have to rethink this if there are this many new versions on a constant and continuous basis.

     

    This entire process is so incredibly invasive and complex - nothing else I use is like this, it's been this way all week.

     

    The loss of productivity is nothing I've ever encountered before, just for a simple A/V program.

     

    This isn't a billion dollar SAP or Oracle implementation.

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  • Customer

    BTW, why is this marked solved?

     

    This isn't solved by a long shot...

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  • Customer

    John M65,

     

    What reply?

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  • Customer

    Theo check my reply!

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  • Support


    BTW, why is this marked solved?

     

    This isn't solved by a long shot...


    I can't see that any post is marked as solved, I only see a Mark Solved button on all posts.

     


    Yes, the scanners work with each other because they are not realtime, nor are they resident. They are second opinion scanners, like Hitman Pro.

     

    My realtime set up is in layers, I use Microsoft's EMET and WinPatrol as the additional realtime security, neither of which will interfere with Ad-Aware because they are not A/V or A/M software.

     

    In the meantime, there was another update of a new version about 1.5 hours ago.

     

    How often is there a version update? That is 2 just this week.

     

    Is this normal, multiple new versions in a week? Good Lord, it took 30+ minutes to download and install, again, taking over my entire system.

     

    I really have to rethink this if there are this many new versions on a constant and continuous basis.

     

    This entire process is so incredibly invasive and complex - nothing else I use is like this, it's been this way all week.

     

    The loss of productivity is nothing I've ever encountered before, just for a simple A/V program.

     

    This isn't a billion dollar SAP or Oracle implementation.


    The current update rate won't continue. It's because some serious bugs have been discovered now when the program has been installed in more computers than during beta test.

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  • Customer

    I'm having exactly the same problem as Theo with V 11.

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  • Customer

    I have attached the log and systems zip files...

     

    I simply can't find the Msi temp file(s) anywhere, I have tried most of this afternoon to find them - maybe they were deleted when I ran my weekly scans on Friday, including temp file clean up.

     

    Where else should I look?

     

     

     

    Logs.zip

    System.zip

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  • Support

    Hi Jimindc,

     

    Please, collect and uploads logs as I wrote in post #2.

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  • Customer

    Theo, They are in the user files\name\appdata\local & are hidden

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  • Support


    I have attached the log and systems zip files...

     

    I simply can't find the Msi temp file(s) anywhere, I have tried most of this afternoon to find them - maybe they were deleted when I ran my weekly scans on Friday, including temp file clean up.

     

    Where else should I look?


    Thank you for the logs

     

    Since the MSI log is in the temp folder, it's deleted when you run a clean up of that folder.

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  • Support

    Theo1882,

     

    I can see that a driver of Ad-Aware version 9 is still running in the computer. Please remove it:

     

    Start menu - Run - All programs - Accessories - Command Prompt

     

    Enter the following commands and end each command with the Enter key:

     

    sc stop Lbd

    sc delete Lbd

     

    If you get an error message from the first command, don't enter the second one.

    If you gen an error message, please write it in your answer here.

     

    Are you sure that WinPatrol has been set to allow all changes that Ad-Aware requires?

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  • Customer

    Version 9?

     

    I have never installed anything related to Ad-Aware before last Friday, version 10 or 10.5, whatever it was, then the 2 installs of 11 this past week...

     

    1. I got the following message after the first entry:

     

    [sC] Control Service Failed 1062:

     

    The Service Has Not Been Started

     

    2. As for Winpatrol, the following are in startup:

     

    AdAware Tray (2 instances, which I don't understand)

    AW Service

    AW Security Center

    AW Desktop

    AW Command Line

     

    3. I run MS EMET, as well - AWTray and Service are listed, but since EMET is opt-in, EMET is not monitoring them.

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  • Support

    Yes, Lbd is a driver in Ad-Aware 9 and earlier version. It doesn't exist in Ad-Aware 10 or 11.

     

    1. You can proceed with the second command to delete the driver.

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  • Customer

    OK - it said it was successful...

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  • Customer

    1. I'm not sure what you mean - leave what problems to Lavasoft? I thought this was a support forum?

     

    2. How is it that I had components from Version 9 on my system when I never installed any version of Ad-Aware before 10.5?

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  • Support

    Good!

     

    The rest of the problems I leave to Lavasoft.

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  • Support

    1. I can't interpret the logs, but I have informed Lavasoft that you have uploaded them.

     

    The main purpose of this forum is to let users of the free version of Ad-Aware help each other with minor issues. Remember that the Free version has a limited free support, see license agreement. If you are using Ad-Aware commercially, you should buy a license and then you are entitled to contact the Lavasoft support team for all your issues.

     

    I'm a volunteer here and not paid by Lavasoft.

     

    2. I have no idea.

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  • Customer

    Hi mod. Same exactly problem as Theo and the other guy.

     

    I couldn't find the temp files but I do use ccleaner on a daily basis. I scanned for deleted files in the folder and found no msi's. Ad-aware 10 ran with no issues.

     

    The computer is only running smoothly in safe mode now.

     

    thanks for your prompt attention.

     

    *tried to uninstall from control panel but it gave an installation error message. Went in program files and ran the uninstaller which appeared to complete but adaware is still present and now the uninstaller has disappeared. Still can not uninstall from control panel so we have a non-functioning av that's screwing up the computer and no easy way to remove it.

    system info.zip

    Ad-Aware 11.zip

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  • Support

    Hi Super Cactus,

     


    I have sent a PM to my contact person at Lavasoft and hopefully a person can check your logs on Monday.

     


    If you prefer to have the computer in the state before the uninstallation of Ad-Aware, you can try to do a system restore to a date before the uninstallation:


    Start menu - All programs - System toools - System restore

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  • Customer


    Hi Super Cactus,

     

    I have sent a PM to my contact person at Lavasoft and hopefully a person can check your logs on Monday.

     

    If you prefer to have the computer in the state before the uninstallation of Ad-Aware, you can try to do a system restore to a date before the uninstallation:

    Start menu - All programs - System toools - System restore


    Hi thx for the prompt reply.

     

    It's actually the second time I'm having this problem but the first time I thought it was just my computer so I secure erased the entire hard drive and reinstalled everything. That was a week ago and ad-ware was the first program I reinstalled. I'll wait for the assistance from lavasoft and I do hope they make this a priority as this version is clearly causing problems.

     

    Did the others ever find a solution?

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  • Support

    You're welcome

     


    Note that the other two persons in this topic installed 11.0, but you have installed 11.2. Since Jimindc never came back with any logs, he/she wasn't given any help in the forum, but can have contacted Lavasoft support team directly. I don't know if Theo1882's issue was solved.

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  • Customer

    I've had to disable ad-aware as a start up process to get into normal windows and everything was back to normal for a brief while until this morning, when windows wouldn't load. This could be a seperate issue but along with my last recent encounter just one week ago I'm having serious reservations about ad-aware 11. I was actually considering to upgrade my free version prior to all this and now have no choice but shop else hwere.

     

    Would a rep from lavasoft comment here?

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  • Support

    Most persons don't have any issues at all with Ad-Aware 11.0, 11.1 and 11.2. It's very rare that anyone from Lavasoft writes in the support forums. Can you be more specific with what you want them to comment?

     


    I'll remind my contact person about your logs.

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  • Customer


    Most persons don't have any issues at all with Ad-Aware 11.0, 11.1 and 11.2. It's very rare that anyone from Lavasoft writes in the support forums. Can you be more specific with what you want them to comment?

     

    I'll remind my contact person about your logs.


    Perhaps they can address this ongoing problem some are experiencing here. I was under the impression that support personnel would contact the end users some how?

     

    It's very bizarre how I couldn't even remove this program.

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  • Customer

    Hi Super Cactus,

     

    I have sent a PM to you.

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  • Duane Sanchez

    Four Colors The user had been using MSE for years and seemed satisfied with it, except for recent download issues that worsened with updates.

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