Can’t install new apps on windows pc

[mls5181]

For all .exe files I try to run I get the error “Unable to write to C:\ProgramData*user* - IT policies may be restricting access to this folder”. This on my personal PC btw.

This occurs when running as an admin as well. This was working recently and haven’t made any pc config changes recently. I checked the security permissions for that folder and it seems ok.

Was wondering if this could be due to a third party anti-virus tool such as MB blocking new installations? I'm not running in S mode and don't believe I have any other anti-virus tools running

Any thoughts?

[Porthos]

@mls5181

Please do the following so that we may take a closer look at your system for any possible infections.

Do these 2 steps so that ALL folders & Files are set to SHOW, plus also, Turn OFF Windows Fast start.
Show-Hidden-Folders-Files-Extensions
https://forums.malwarebytes.com/topic/299345-show-hidden-folders-files-extensions/

Disable-Fast-Startup
https://forums.malwarebytes.com/topic/299350-disable-fast-startup/

Then please restart the computer and do the following.

WARNING: Do Not click the Repair option under Advanced unless requested by a Malwarebytes support agent or authorized helper

NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

• Download the Malwarebytes Support Tool
• In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
• In the User Account Control pop-up window, click Yes to continue the installation
• Run the MBST Support Tool
• In the left navigation pane of the Malwarebytes Support Tool, click Advanced
• In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
• A zip file named mbst-grab-results.zip will be saved to the Desktop or on the hidden Public desktop (usually C:\Users\Public\Desktop), please upload that file on your next reply
  
  Then be patient for the next expert to take your case.

Thank you

[Maurice Naggar]

Hello @mls5181 My name is Maurice. I will guide you.

• Do do the steps listed above by Porthos. I am looking forward to your providing the report mbst-grab-results.zip
• Removing pesky malware can be an involved set of tasks over separate runs. Have much patience. Follow my directions. 
• Please don't run any other scans, download, install or uninstall any programs while I'm working with you.
• Only run the tools I guide you to.
• Do not run online games while case is on-going. Do not do any free-wheeling web-surfing.
• The removal of malware isn't instantaneous, please be patient.
• Cracked or or hacked or pirated programs are not only illegal, but also will make a computer a malware victim. Having such programs installed, is the easiest way to get infected. It is the leading cause of ransomware encryptions. It is at times also big source of current trojan infections. Please uninstall them now, if any are here, before we start the cleaning procedure.
• Please stick with me until I give you the "all clear".
• If your system is running Discord, please be sure to Exit out of it while this case is on-going.

When you get a quiet moment, do this.

This next tool ought to take something in the range of 15 - 25 minutes tops, depending on hardware speed.
get & run the Malwarebytes MBAR anti-rootkit tool to do 1 run with it.
Disregard the title subject of the topic.Run the MBAR tool as listed here 

https://forums.malwarebytes.com/topic/198907-requested-resource-is-in-use-error-unable-to-start-malwarebytes

• when done, I need the MBAR logs.
• Upon completion of the scan or after the reboot, two files named mbar-log.txt and system-log.txt will be created.
• Both files can be found in the extracted MBAR folder on your Desktop.
• Please attach both files in your next reply.

You had inquired 

Quote

Was wondering if this could be due to a third party anti-virus tool such as MB blocking new installations? 

Answer. No, the Malwarebytes application would not be the source of "the overall trouble". The trouble is due to a malicious infection, which also does some messing around with user access permission rights. Stick with me. Do all suggestions as we go along. Understand there is not a single "quick fix" one-shot solution.

[mls5181]

Hi @Maurice Naggar Thanks for your help on this. Attached are the 3 log files from the two tools.

mbst-grab-results.zip mbar-log-2023-11-26 (14-01-17).txt system-log.txt

[Maurice Naggar]

The MBAR scan found no threats. The Malwarebytes scan of the 25th found no threats. As a next step, I suggest the following:
This is for a scan with ESET Onlinescanner (free). ESET is a well-respected, well-known entity and tool. ESET Onlinescanner checks for viruses, other malware, adwares, & potentially unwanted applications.
This here you can start & once it is under way, you can leave the machine alone & let it run over-night. No need to keep watch once it starts the actual scan run.

Go to https://download.eset.com/com/eset/tools/online_scanner/latest/esetonlinescanner.exe

It will start a download of "esetonlinescanner.exe"

• Save the file to your system, such as the Downloads folder, or else to the Desktop.
• Go to the saved file, and double click it to get it started.

 

• When presented with the initial ESET options, click on "Computer Scan".
• Next, when prompted by Windows, allow it to start by clicking Yes
• When prompted for scan type, Click on CUSTOM scan  and select C drive to be scanned
• Look at & tick ( select ) the radio selection "Enable ESET to detect and quarantine potentially unwanted applications"
• and click on Start scan button.

Have patience. The entire process may take an hour or more. There is an initial update download.
There is a progress window display. You may step away from machine &. Let it be. That is, once it is under way, you should leave it running. It will run for several hours.

• At screen "Detections occurred and resolved" click on blue button "View detected results"
• On next screen, at lower left, click on blue "Save scan log"
• View where file is to be saved. Provide a meaningful name for the "File name:"
• On last screen, set to Off (left) the option for Periodic scanning
• Click "save and continue"
• Please attach the report file so I can review

[Maurice Naggar]

NOTES: The exception message

the error “Unable to write to C:\ProgramData*user* -

is one concern.
And as to

don't believe I have any other anti-virus tools running

In fact it looks like this computer has 2 of them installed.
Bitdefender Antivirus Plus version 25.0.19.73
Yes, Bitdefender Security is reported to be running. If the BirDefender a paid for license?

McAfee Security Scan Plus 4.1.375.1  is reported as installed.
Mcafee is reported as running. IF you do not have a paid license for McAfee, then Uninstall all of McAfee including also McAfee Web Advisor.

AND, on the afternoon of the 25th, did you go about trying to get Trend Micro Installer ??

Please do not make additions or changes to this machine without First checking with me. Adding multiple different antivirus programs does lead to deadly conflicts and Deadlocks. Do not do stuff on your own. Ask me first and wait for my guidance.

Edited November 27, 2023 by Maurice Naggar

[mls5181]

@Maurice Naggar Attached are the results from ESET.  No issues were found.

Re: your other questions. I have Bitdefender on my PC from when I bought it but the subscription expired a long time ago. Same for McAfee. I have removed McAfee products per your instructions. For Trend Micro, I didn't install anything. I was just looking at what products they offered. Looks like I have their Password Manager installed but I do not use it.

eset.txt

[Maurice Naggar]

The Microsoft Safety Scanner is a free Microsoft stand-alone virus scanner that can be used to scan for & remove malware or potentially unwanted items from a system. This tool does not install. It is run on-demand.

This link is for the 64-bit version of MSERT.exe . Be sure you save the file first

Upon completion of the save, Please make sure you Exit out of any other program you might have open so that the sole task is to run the following scan.
That goes especially for web browsers, make sure all are fully exited out of and messenger programs are exited and closed as well

Launch MSERT.exe
Accept the agreement terms of Microsoft
Select CUSTOM scan
Look on Scan Options & select CUSTOM scan & then select the C drive to be scanned.

Then start the scan. Have lots of patience. Once you start the scan & you see it started, then leave it be.

Once you see it has started, take a long long break; walk away. Do not pay credence if you see some intermediate early flash messages on screen display. The only things that count are the End result at the end of the run.
Again, any on-screen display about repeat 'infection' is not to be relied on. Ignore those.
We only rely on the end result that is on the log-report-file.

This is likely to run for many hours ( depending on number of files on your machine & the speed of hardware.)

The log is named MSERT.log

the log will be at

Windows\debug\msert.log
Please attach that log with your reply

It is normal for the Microsoft Safety Scanner to show 'detections' during the scan process on the screen itself.

It is scanning for basically all bread crumbs or traces of files and registry entries that "might" be or have been part of some infection or previous infection.

That DOES NOT mean the computer is infected. Once the scan has been completed it uploads the log to their Cloud service which then uses Artificial Intelligence to determine if in fact any of the traces are an infection or not.

(  2  )

SecurityCheck by glax24              

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

• Download SecurityCheck by glax24: https://tools.safezone.cc/glax24/SecurityCheck/SecurityCheck.exe
• If Microsoft SmartScreen blocks the download, click through to save the file
• This tool is safe.   Smartscreen is overly sensitive.
• If SmartScreen blocks the file from running click on More info and Run anyway
• 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 a text file named SecurityCheck.txt Close the file.  Attach it with your next reply.
• You can find this file in a folder called SecurityCheck, C:\SecurityCheck\SecurityCheck.txt

 

 

Thank you

[mls5181]

@Maurice Naggar Attached are the results.

SecurityCheck.txt msert.log

[Maurice Naggar]

The Microsoft Safety Scanner only flagged 1 thing. The Antispyware protection of Microsoft Defender was off. Now it is ON.

Start Malwarebytes. Click Settings ( gear ) icon. Next, let us make real sure that Malwarebytes does NOT register with Windows Security Center

Click the Security Tab. Scroll down to

"Windows Security Center"

Click the selection to the left  for the line "Always register Malwarebytes in the Windows Security Center".
{ We want that to be set as Off   .... be sure that line's  radio-button selection is all the way to the Left.  thanks. }

This will not affect any real-time protection of the Malwarebytes for Windows    😃.

• now Click the General tab.
• Under Application updates, click the Check for updates button.

When it shows a new version available, Accept it and let it proceed forward.  Be sure it succeeds.

If prompted to do a Restart, just please follow all directions. This should insure that Malwarebytes is at the latest release.

Close Malwarebytes.

Be aware. Bitdefender Antivirus is enabled BUT it is out of date as to its definitions.

These other applications need your attention, too.
Google Drive v.1.0  Warning! Download Update
Microsoft OneDrive v.23.226.1031.0003 [+]

Zoom v.5.13.11 (13434)  Warning! Download Update
Telegram Desktop v.4.11.7 [+]

Java 8 Update 341 (64-bit) v.8.0.3410.10  Warning! Download Update
Uninstall old version and install new one (jre-8u391-windows-x64.exe).

GNU Privacy Guard v.2.4.0  Warning! Download Update
Gpg4win (4.1.0) v.4.1.0 Warning! Download Update

 

 

[mls5181]

Looks like I can't turn off that Windows feature in Malware Bytes without purchasing the full service.

[Maurice Naggar]

That is ok. Do not fret over the option. But now then, How is the overall situation ?

[mls5181]

Everything seems to be working fine on the PC but still can't install most new programs. Have been able to install the anti-virus tools you recommended though.

[Maurice Naggar]

I noticed that this Windows 11 has a older Build version. It is on the 22H2 series when it should be on the 23H2 series ( Fall 2023). 
I would highly suggest to insure that this pc is all up-to-date with security updates & cumulative updates on Windows. select the Windows Start  button, and then go to Settings  > Update & Security  > Windows Update . and click Check for Updates.
Have much patience.

[Maurice Naggar]

Hello @mls5181 Do you have a status update ? Please advise.

[mls5181]

Hi - I checked for Windows update and appear to be on the latest version. No updates recommended

[Maurice Naggar]

Good. Now, is there a program that you need to install but fails ??  if so, what is the program name, who makes it, where did you get it from ? and what type of program is it ?

Save the next download to either the Desktop, or else, to the Downloads folder. download & save a new copy of the tool FRST64.exe from this link

Go to where FRST64 was saved. RIGHT-click on FRST64.exe and select 

Run as Administrator

and tap ENTER. And reply YES to allow to proceed.  

•  When the tool opens click Yes to the disclaimer.  And be very sure to TICK the box for Addition.txt
• Press the Scan button.

• It will make a log (FRST.txt & Addition.txt) in the same directory the tool is run
• Have patience since the run may take something like 10 or so minutes  (less depending on your hardware speed)
• Close Notepad IF those show up on Notepad.
• Just please Attach the 2 files FRST.txt +Addition.txt  with your next reply.

(  2  ) 

Download   Farbar's Service Scanner utility

and Save to your Desktop.

Right-Click on fss.exe and select Run As Administrator.

Answer Yes to ok when prompted.

If your firewall then puts out a prompt, again, allow it to run.

Once FSS is on-screen, be sure the following items are check-marked:

• Internet Services
  Windows Firewall
  System Restore
  Security Center/Action Center
  Windows Update
  Windows Defender
  Other services

  

Click on "Scan".

It will create a log (FSS.txt) in the same directory the tool is run.   Please attach that file.  

[mls5181]

Other .exe files are failing as well but for example one tool I would like to install is Figma's desktop app. Figma is a popular design tool for creating mock-ups. I got the file directly from their website at figma.com.

Should I run the FRST tool before or after trying to install Figma again? Or does it not matter?

[Maurice Naggar]

Please just get the FRST64 reports plus the FSS report. I would like to review those.

[Maurice Naggar]

@mls5181 I am awaiting the fresh new FRST64 reports, so I can review, and then map out the next steps. Be sure you stop attempting to install programs on your own. We need to do some other steps first with my guidance.

[mls5181]

Attached here.

FSS.txt FRST.txt Addition.txt

[Maurice Naggar]

Thank you so much. First, some remarks. This pc has BitDefender antivirus. And previously I had you do a few other scans. I do not believe there is any current malware infection. It seems to me that the install failures are some sort of obscure "glitch". I say glitch like it is some sort of a "ding" somewhere.  And we are not ( yet) seeing a fuller "error readout" with enough details. Later on, we will be hunting for installer error logs.  This next run here will look for any that say *Unable to write to C:\ProgramData*

Please run the following custom script. Read all of this before you start. The meaning of the "Fix button" operation here is just to run a custom script just for this particular machine.

NOTE-1:  This custom fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will attempt to clear Cache files of web browsers.  It will attempt to clear selected temporary file areas. It rebuilds the Winsock. Depending on the speed of your computer this fix may take 50-55 minutes or more.

Please Close all open work before you actually do begin this run.

FRST64,exe program location:   Downloads folder. The tool is already on system. That is what we will use.

Please download the attached fixlist.txt file and save it to Downloads

Fixlist.txt<- < - - - -

NOTE. It's important that both files, FRST64, and fixlist.txt are in the same location or the fix will not work.

Right-click with your mouse on  FRST64 and select "Run as Administrator" and reply Yes and allow it to proceed when prompted. That is important.

next, press the Fix button just once and wait.

You will see a green-color scroll display while FRST is running.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Downloads folder (Fixlog.txt) . Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

The system will be rebooted after the fix has run. Attach FIXLOG.txt with next reply.

NOTICE: For potential outside readers,  This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause harm.

There is more to do even after this. A few more rounds to be done. I will guide in greater detail ( later) when we will try 1 Install.

[mls5181]

Hi - Will this script be making changes to the machine or is it another scan? I saw the text highlighted in blue.

[Maurice Naggar]

The scripted run will not do any harm. Clearing temporary cache files and temporary files is a normal helpful procedure. This will also run Windows SFC & DISM to check the system. I suggest to go forward. There is much work ahead to hope to track what the glitch is with program installs. This run also includes an important lookup to see about the tracking ( if any) for application installation.

[Maurice Naggar]

Hello. I hope you are well. It has been several days since your last posting. Hos is it going ? Kindly provide the current status.