Help - Search - Members
Full Version: Kaspersky won't start
Kaspersky Lab Forum > English User Forum > Virus-related issues
ericinlondon
I bought a new license for Kaspersky Pure, but now it's stopped working. After installing the new version of the program it won't open. It seems to start to open but then nothing happens. I tried using CCleaner on my computer to get rid of any programs that might interfere but it still won't open. I've spent hours installing it and restarting my computer and trying to get it to work. Please help. Thanks

Here is my getsysteminfo report: http://www.getsysteminfo.com/read.php?file...acfdf3e077bd8c1
richbuff
Welcome. Leftover malware registry entries, it looks like. Lets take a closer look. Please attach the zipped virusinfo_syscure.zip; instructions, see: http://forum.kaspersky.com/index.php?s=&am...st&p=678334
ericinlondon
QUOTE(richbuff @ 20.06.2012 01:55) *
Welcome. Leftover malware registry entries, it looks like. Lets take a closer look. Please attach the zipped virusinfo_syscure.zip; instructions, see: http://forum.kaspersky.com/index.php?s=&am...st&p=678334


Hi

Thanks. I've made the folder. Please let me know what I should do.

Eric
richbuff
You're welcome. I moved this topic thread to the Virus section of the forum.

Run this script, instructions: http://forum.kaspersky.com/index.php?showt...mp;#entry678368 PC will reboot:
CODE
begin
SetAVZGuardStatus(True);
SearchRootkit(true, true);
QuarantineFile('C:\Documents and Settings\Eric Anderson\Local Settings\Application Data\lehmygpa\tkyyjjyq.exe','');
DeleteFile('C:\Documents and Settings\Eric Anderson\Local Settings\Application Data\lehmygpa\tkyyjjyq.exe');
RegKeyParamDel('HKEY_CURRENT_USER','Software\Microsoft\Windows\CurrentVersion\Run','TkyYjjyq');
BC_ImportAll;
ExecuteSysClean;
BC_Activate;
RebootWindows(true);
end.

After run script, attach a Combofix log, please review these instructions carefully before downloading Combofix, and follow these instructions carefully after downloading Combofix.

Before downloading and Saving combofix to Desktop, please rename combofix to something like 123.exe to stop malware from disabling it.

Now, please make sure no other programs are running, close all other windows and pause Kaspersky (right click the K icon and click pause protection > Choose the
option "resume manually" if still active) until after the scanning and removal process has taken place.

Please double click on the Combofix file you downloaded. Follow the onscreen prompts to start the scan.
Once the scanning process has started please DO NOT click on the Combofix window or attempt to use your computer as this can cause the scanning process to stall.
It may take a while to complete scanning and this is normal.

You will be disconnected from the internet and your desktop icons/toolbars will disappear during scanning, do not worry, this is normal and it will be restored after
scanning has completed.

Combofix will create a logfile and display it after your computer has rebooted. Usually located in c:\combofix.txt, please attach it to your next post. Also, please don't
forget to resume the Kaspersky that you paused.

Download Combofix here -> http://download.bleepingcomputer.com/sUBs/ComboFix.exe

--------------------
The instructions posted here are for the original poster Only. If you have same or other issue, please see the first Important read me topic, and then open a New Topic for yourself.
ericinlondon
Thank you for the detailed instructions. I've run all this now and the report is attached. I try to open or enable Kaspersky but a Kaspersky box comes up that says loading and then disappears and nothing happens still.
richbuff
Run this script, instructions same as the last one:
CODE
begin
CreateQurantineArchive('c:\quarantine.zip');
end.

A file called quarantine.zip should be created in C:\. Then please zip up C:\qoobox\quarantine and upload both it and C:\quarantine.zip to a filehost such as http://www.mediafire.com/
Then, Private Message me the Download link to the uploaded file. Click my user name and select Send message. Lastly, uninstall Combofix by: pause Kaspersky > Start > run >
type combofix /uninstall > ok. Or Start > run > type 123 /uninstall > ok. Restart Kaspersky.

Also, scan with Malwarebytes' Anti-Malware: http://www.malwarebytes.org/mbam.php Update it first, scan and attach its log, but Please Don't remove anything yet, until the log is reviewed.
ericinlondon
QUOTE(richbuff @ 21.06.2012 01:08) *
Run this script, instructions same as the last one:
CODE
begin
CreateQurantineArchive('c:\quarantine.zip');
end.

A file called quarantine.zip should be created in C:\. Then please zip up C:\qoobox\quarantine and upload both it and C:\quarantine.zip to a filehost such as http://www.mediafire.com/
Then, Private Message me the Download link to the uploaded file. Click my user name and select Send message. Lastly, uninstall Combofix by: pause Kaspersky > Start > run >
type combofix /uninstall > ok. Or Start > run > type 123 /uninstall > ok. Restart Kaspersky.

Also, scan with Malwarebytes' Anti-Malware: http://www.malwarebytes.org/mbam.php Update it first, scan and attach its log, but Please Don't remove anything yet, until the log is reviewed.


Hello. I've performed the Malwarebytes scan. The log is attached. Kaspersky still won't start or open. Thanks
richbuff
Remove Selected what Malwarebytes detects > reboot.

After that, 1. Make sure you have your Activation Code handy.

2. If you can, disable Kaspersky self defense, located in the Settings. If you can't, skip this step.

3. If you can, right click the red K icon and Exit. If you can't, skip this step.

4. If you can, uninstall Kaspersky normally > reboot. If you can't, skip this step.

5. Run the removal tool in Safe mode (tap F-8 key when booting up to get to Safe mode) http://support.kaspersky.com/faq/?qid=208279463 Select what specific product is shown.
When the tool completes, don't reboot. Instead, run the removal tool again. Select All known products this time, if a specific product is not shown. Reboot after running the tool for the final time.

6. Download a fresh distributive of the PURE 2.0 installer from here: http://www.kaspersky.com/pure-latest-versions > install PURE 2.0 > update databases > reboot.
ericinlondon
I've followed all this. I had to uninstall Malwarebytes as well before it would install Kaspersky. When I try to start the newly downloaded Kaspersky Pure it still just says loading and then nothing happens.
What should I do now?
richbuff
Two things:

1. Please follow this Tech Article to run tdsskiller: http://support.kaspersky.com/viruses/solutions?qid=208280684
Please attach the tdsskiller log. Located at: C:\TDSSKiller.~~~~~log.txt

2. If Tdsskiller does not detect any malware, please contact Tech Support: https://my.kaspersky.com/en/support/helpdesk
This is a "lo-fi" version of our main content. To view the full version with more information, formatting and images, please click here.
Invision Power Board © 2001-2014 Invision Power Services, Inc.