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Word and Excel file can't be opened dialog box


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Last December, I got onto a dodgy website and this forum helped me clear up some kind of malware. (See thread "Infected with something".)

Yesterday I was browsing through some old MS Word files and today, when I try to open Word and Excel files, I get the same dialog box  - which reports the file can't be opened, and offers help, repair, or close. I now know that help and repair are bogus choices, so I just backed out of the dialog. I don't recall visiting any spurious websites; is it possible the previous infection left "dirty" files on my system, for me to find and open later?

Trying to remember what was required to trouble-shoot; attached is what I think is needed. If I've messed up, please advise.

As before, I'll appreciate any assistance. Thank you.

Deano253

FRST.txt Addition.txt mwarebytes scan.txt

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

If you are having technical issues with our Windows product, please do the following:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

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Hello @Deano253

My name is Maurice. Please look at the last Reply above.

click to expand on ADVANCED options.  Do the Gather logs as listed.

The issue with Word app is likely separate issue onto itself.

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  • AlexSmith changed the title to Word and Excel file can't be opened dialog box

Other note. There is one too many installed & Active antivirus.

They are shown in reports.

AV: Bitdefender Antivirus (Enabled - Up to date) 

AV: Kaspersky Total Security (Enabled - Up to date)

 

Pick one or the other to keep, presuming it is paid for license.

Uninstall the one (s) that is not paid for.

Pc should only have 1 antivirus.

Also, you should know that Windows 10 comes with a built in antivirus, Microsoft Defender.

Let me know what you have done.

Be sure to Restart Windows.

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Good afternoon, Maurice,

Thanks for helping me with this problem. The mbst-grab-results.zip file is attached.

Malwarebytes was somehow set to notify but not download updates; the latest version and updates have been downloaded and installed, and it is now set to keep itself up to date.

I used to use Kaspersky Total Security, however, as I recall, they issued an update that broke Malwarebytes and other stuff, and pretty much refused to fix it, forcing MWB to do so themselves. When it was pointed out that any future update could break something else, causing the problem all over again, I got rid of Kaspersky, using Windows' Control Panel / Add or Remove Programs. It is not supposed to be on my system. I know Windows Defender is many times better than it used to be, however I remain unconvinced that it's a final solution.

Cheers,

Deano253

 

 

mbst-grab-results.zip

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Thanks for the zip-report-file.

PC needs to be cleared of any remain references of Kaspersky.

There is a tool from Kaspersky that I suggest you get, save, then run named KAVREMOVER .

https://support.kaspersky.com/us/common/uninstall/1464

 

Do a Windows Restart after it finishes.  After that you can delete KAVREMOVER .

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Note. I am hoping on these first steps to clean up the last traces in Windows' that still show pieces of Kaspersky.

Hopefully KAVREMOVER will do that.  Here are some of those 

 

Anti-Virus Product : Kaspersky Total Security

 Up To Date: Yes Enabled: On

 

 

FireWall Information

3rd Party Firewall Product : Kaspersky Total Security

 Enabled: On

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Other notes.

Are you running a Virtual machine ?

What do you know about VBoxnetLwf ?

These are some logged error events logged by Windows.

System errors:

=============

Error: (05/04/2021 03:48:59 PM) (Source: VBoxNetLwf) (EventID: 12) (User: )

Description: The driver detected an internal driver error on \Device\VBoxNetLwf.

Error: (05/04/2021 03:47:13 PM) (Source: VBoxNetLwf) (EventID: 12) (User: )

Description: The driver detected an internal driver error on \Device\VBoxNetLwf.

Error: (05/04/2021 03:47:12 PM) (Source: Service Control Manager) (EventID: 7000) (User: )

Description: The hardlock service failed to start due to the following error:

This driver has been blocked from loading

 

 

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Hello. I do see that the pc does have Oracle Virtualbox. That's fine.

After you completed KAVREMOVER.

I have a Custom script that will run the System File Checker & the Windows DISM tool to check the system.

 

The script Fixlist.txt  needs to be saved to the same folder that contains FRST64.exe   /  you have yours saved on E:\Downloads

 

The custom script on this post is ONLY for this machine and NO other.   

Please be sure to Close any open work files, documents,  any apps you started yourself  before starting this.

 

If there are any CD / DVD / or USB-flash-thumb or USB-storage drives attached,  please disconnect any of those.

 

The system will be rebooted after the script has run.

Please save the (attached file named) FIXLIST.txt   to the  E:\Downloads folder

Start the Windows Explorer and then, to the E:\Downloads folder.

 

IF Windows prompts you about running this, select YES to allow it to proceed.

 

IF you get a block message from Windows about this tool......

click line More info information on that screen

and click button Run anyway on next screen.

on the FRST window:

Click the Fix button just once, and wait.

 

PLEASE have lots of patience when this starts. You will see a green progress bar start. Lots of patience. This run here should be fairly quick.

If you receive a message that a reboot is required, please make sure you allow it to restart normally.

The tool will complete its run after restart.

When finished, the tool will make a log ( Fixlog.txt) in the same location from where it was run.

 

Please attach the FIXLOG.txt with your next reply later, at your next opportunity   

Please know this will do a Windows Restart.   Just let it do its thing.  

Do let me know how things are overall,  after all this.

Fixlist.txt

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Hello, Maurice,

I have downloaded and run the Kaspersky removal tool. It was unable to find any product to remove, so I chose what appeared to be the best match from a list of possibilities.

I have also run your fixlist script, and the log is attached. I hope it ran successfully, as it did not do a restart, and required no patience at all - the entire operation was completed in just a few seconds.

The remnants of some old virtual machines are on my hard drive. I need to either reinstall VMWare, or get around to blowing those old files away.

Thanks again,

Deano253

 

Fixlog.txt

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The fact that the Fix-run was so quick  & did no restart + seeing the content of the log .....indicates that it only did just the very basic first 2 lines of it & entirely did not do the rest.

Please Restart the system.

Then straight away re-run the FIX one more time.

 

 

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Done, Maurice, first time with same result. Finished in seconds, no restart. So I hit it again; the second time took about ten minutes to run and asked for a restart when it was finished. Fixlog.txt is attached.

My apologies for being so slow to get back to you; I've had some medical issues recently.

Fixlog.txt

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Hi. I hope you are doing fine & on the mend. Taking good care of yourself is the first priority.

Thanks for the log report. The run succeeded & did complete.

The system should be in better state.  How is it as far as your original issue on old Word, Excel files ? 

 

I would like you to run a tool named SecurityCheck to inquire on the current-security-update  status  of some applications.

 

Download SecurityCheck by glax24 from here  https://tools.safezone.cc/glax24/SecurityCheck/SecurityCheck.exe

and save the tool on the desktop.

If Windows's  SmartScreen block that with a message-window, then

Click on the MORE INFO spot and over-ride that and allow it to proceed.

This tool is safe.   Smartscreen is overly sensitive.

Right-click  with your mouse on the Securitycheck.exe  and select "Run as administrator"   and reply YES to allow to run & go forward

Wait for the scan to finish. It will open in a text file named SecurityType.txt. Close the file.  Attach it with your next reply.

You can find this file in a folder called SecurityCheck, C:\SecurityCheck\SecurityCheck.txt

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To be honest, Maurice, I'm afraid to try to open the old Word file that started this mess. If it's corrupt, it'll infect me again and I'll be right back where I started. I can open other, newer, files without problems. (So far!)

SecurityCheck threw up a dialog box reading "This app can't run on your PC." I was able to find and download v1.4.0.53, which ran, apparently successfully. The log is attached. I see there is still something from Kaspersky hanging around.

Deano253

SecurityCheck.txt

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Thanks for the report.

Be aware that the installed version of MS Office appears to not be licensed.

LicenseStatus: Office 16, Office16O365HomePremR_Subscription4 edition Timebased activation will expire :43251 minutes

LicenseStatus: Office 16, Office16O365HomePremR_Grace edition Windows is in Notification mode 

.

GPL Ghostscript v.9.52 Warning! Download Update

Uninstall old version and install new one.

 

Oracle VM VirtualBox 6.0.10 v.6.0.10 Warning! Download Update

 

Evernote 10.9.10 v.10.9.10 Warning! Download Update

 

IrfanView 4.51 (64-bit) v.4.51 Warning! Download Update

IrfanView 4.51 (32-bit) v.4.51 Warning! Download Update

 

QuickTime 7 v.7.79.80.95 Warning! This software is no longer supported. Please uninstall it and use another software.

 

Adobe Flash Player 32 NPAPI v.32.0.0.465 Warning! This software is no longer supported. Please uninstall it. 

 

Mozilla Firefox 88.0 (x64 en-US) v.88.0 Warning! Download Update

 

Vivaldi v.2.5.1525.40 Warning! Download Update

 

VMN Toolbar (Remove Toolbar Only) Warning! Browser's toolbar. It can slow down the working of your browser and have violation privacy problems.

 

TerraGo Toolbar v.7.4.2.2 Warning! Browser's toolbar. It can slow down the working of your browser and have violation privacy problems.

Edited by AdvancedSetup
corrected font issue
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Posted (edited)

Am I "de-virused", then? Thanks very much for your help.

I'm not worried about outdated software, Maurice. I turn this machine off every night, and when I turn it on again, it seems like some program  (if not Windows) always insists it absolutely has to update itself. Usually when I'm in a hurry. I use these programs infrequently, except for Firefox (one of the worst offenders, by the way) and they'll get updated probably the next time I use them.

Very frankly, I'm surprised you'd mention in a public forum that SecurityCheck thinks my copy of MS Office is unlicensed; be aware it is in fact fully licensed.

Deano253

 

 

Edited by AdvancedSetup
removed image with email in the screenshot
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It's a good practice to always stay up to date with all security updates on all app.

This pc does not have a infection.

We can wrap this up.

we can proceed with cleanup of tools we used.

 

To remove the FRST  tool & its work files, do this.  Go to your E:\Downloads folder.  Do a RIGHT-click on FRST64.exe & select RENAME & then change it to UNINSTALL.exe .

Then run that ( double click on it)  to begin the cleanup process.

 

Delete SecurityCheck.exe

Any other download file I had you download, you may delete.   I wish you all the best.  Stay safe.

Sincerely.

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Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following for Tips to help protect from infection

Thank you

 

 

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